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Welcome toManagement Operations

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Resident Information

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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.

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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

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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

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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.

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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.

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Lease Violation Letters

Use state/local approved lease violation letters.

If a 3rd 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

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Roommate Guidelines

Roommates must qualify jointly. Deposits are per apartment, not the

individual. If one roommate moves a partial deposit will

not be refunded.

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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.

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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

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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.

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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

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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.

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Renters Insurance

We do not provide contents coverage to cover resident’s personal belongings.

Advise residents to carry renters insurance.

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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.

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Collection Policies

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Current Residents

Monthly rent collection is one of the most vital functions performed by the property.

Rent is due on the 1st 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

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Current Residents

All checks should be made payable to the property (no 3rd party checks).

Endorse immediately Lock up for security Deposit daily

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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– 2nd – attach to money for deposit– 3rd – stays in receipt book

Resident and employee must sign receipt. Count the cash in the presence of the resident.

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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

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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Office Information

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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

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Office Appearance

Do not burn candles Spray air freshener as needed Kitchen – clean & empty of dishes Lunches & Snacks – never eat the front desk

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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.

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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

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Office Hours & Notices

Required notices in offices:– Federal Fair Housing Poster– 3rd Party Qualification Guidelines– Photo identification sign– “No cash” sign– “Thank you for not smoking” sign– Sign to post when showing an apartment

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Office Hours & Notices

Signs posted for employees are:– Required state/federal employee law

posters (all in one)– Other state and local required postings

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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

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Answering Service

If the on-call person does not respond within 10 minutes, the service is to contact the 2nd person on the list.

The Property Manager should be contacted if the 2nd person does not respond.

Courtesy Officers should handle disturbances that are not an emergency.

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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.

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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.

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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

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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

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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

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Financial Procedures

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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.

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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.

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NSF Checks

Send a letter to the resident immediately upon notification of an NSF check.– ERIN report emailed by Boston daily.– NSF check sent to you by bank.

Enter NSF in OneSite. Charge late fees and NSF fee.

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NSF Checks

Do not run resident’s 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 NSF’s 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.

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Late Fees

Late fee amounts and date late fees occur, are based on your lease agreement.

Late payments must be paid with cashier’s check, money order or credit card.

Payment must include late fees. Late fees can not be arbitrarily waived.

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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.

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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 resident’s forwarding address and cell phone number!

Discuss the move out procedures so they know what is expected of them.

Enter notice into OneSite.

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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.

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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.

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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).

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Credit Card Processing

Properties may use OneSite Payments or Rentpayment.com.

For more information ask your Property Manager or Regional Training Director.

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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.

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Purchasing Guidelines

Every employee has an obligation to the company to spend money wisely.

It is the Property Manager’s responsibility to ensure all expenditures are entered into Ops Technology before items are purchased.

Items requiring approval must be approved before making the purchase.

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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.

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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.

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Check Request

Submitted for resident appreciation parties, legal filings, etc…

Submit 30 days prior to requiring the funds. Email or fax to DM for approval.

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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.

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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.

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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.

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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 ILS’s.

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

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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.

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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.

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Miscellaneous Items

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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

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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.

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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 property’s operation.

Both the outgoing and incoming Property Manager should complete the checklist.

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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.

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Thank Youfor

Participating in Today’s Class