Wednesday, June 24, 2015
3:15 PM – 4:15 PM
KICK-01
Cloud Based Technology Tools That Drive Performance and Efficiency
Technology
Join us for this dynamic, image-rich and interactive learning experience that will make property
inspections, documentation and follow-up easier and more efficient. By using digital and wireless
technology on your iPad or smartphone, you can energize property inspections for your management and
service teams while promoting teamwork, accountability and exacting communication. These solutionoriented tools are easy to use and customizable with photography, comments and one-touch reporting.
Melanie French, CPM, SPHR – Executive Vice President, Operations, Cortland Partners
KICK-02
Speed To The Lead - Ease To the Lease!
Leasing
Make it quick and easy is today’s consumer mantra. Success happens when the sales and marketing
process is built on today's buying habits. The single factor most likely to result in a purchase, re-purchase
or recommendation to others is whether or not “decision simplicity” is experienced — how easy is it to
gather information and weigh product purchase options? Companies invest enormously on marketing
campaigns, and then fail to follow-through quickly and persistently. Today, slipping through the cracks
could mean a matter of minutes and/or lack of information transparency. Learn to get a competitive
advantage through speed and ease.
Kate Good – Partner, SVP of Development and Operations, Professional Speaker and Apartment All
Star, Hunington Residential, KateGood.com & Apartment All Stars
KICK-03
Crazy Busy vs. Productive: Effective Leadership in a Dysfunctional World
Leadership/Professional Development
Are you too busy? New norms indicate you should be. Do you tell people in a proud yet exasperated
tone? If you’re “insanely busy,” you’re important and getting stuff done, right? When did “crazy busy”
become the success standard? We’re letting screens strangle our souls, focusing more on pushing paper
than pushing people to greater heights. We multitask, please owners and put out fires…but are we
productive? Want to get back to improved productivity through engagement and serving as a supportive
coach, and filling your time with meaningful purpose? This session is for you.
Amy Kosnikowski Dilisio – National Speaker, Industry Educator, Marketing Strategist & Performance
Coach, Quintessential Marketing & Training
Jacqueline Ramstedt, CAM, CAPS, CAS – Owner, National Speaker, Performance Coach, CMO Chief
Motivational Officer, Ramstedt Enterprises, Inc.
Lia Nichole Smith, VP of Education and Consulting, Statisfacts
KICK-04
Schoolhouse Rock 2.0: How You Can Influence the Legislative Process
Legal Issues
Everyone knows how a bill becomes a law, but now learn how YOU can participate in the process. Learn
about a trending issue affecting the apartment industry, "source of income" discrimination, and how NAA
members are advocating for the industry at the local level. “Source of income” protections continue to be
a hot topic among policymakers across the country. Promoted heavily by tenant advocates, these
proposals essentially mandate that owners accept Section 8. 12 states, 48 localities and the District of
Columbia have made “source of income” a protected class for fair housing purposes.
Nicole Upano – Manager of State and Local Government Affairs, National Apartment Association
KICK-05
Twitternomics: Using Twitter To Generate Leads, Revenue & Reputation
Marketing
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Twitter, a popular social media micro blogging platform, is the “elevator pitch” for businesses. Because it
can reach a massive audience at lightning speed, it should be incorporated into any viable business plan.
Join this hands-on session and learn how to integrate Twitter into your social strategy to amplify your
public relations, online engagement and reputation management with residents and prospective
residents. Come prepared with your smartphone or tablet to learn how to harness the power of 140
characters, generate leads and interact with your audience.
Melissa White – National Training Manager, Balfour Beatty Communities
Ansley Sudderth – Social Media Training & Communications Coordinator, For Rent Media Solutions
Jonathan Saar – Chief Executive Officer, Market Me Social
KICK-06
Tune up your Turnover: 3 Predictive Analytics to Optimize Renewals
Operations
A high-energy, interactive session that blends BIG data with real-world answers to help you GAIN and
RETAIN your most profitable residents. Discover some surprising statistics that may be hampering
resident retention and turning off prospective residents. Identify triggers to prevent turnover exposure and
discover the predictive analytics you need in order to get more traffic, and spend less money generating it
by tapping into your biggest resource – your existing residents. Let’s maximize the performance of your
community or portfolio.
Eric Clark – Director of Marketing, Altman Companies
Jen Piccotti – SVP of Education and Consulting, SatisFacts and ApartmentRatings.com, (Moderator)
Heather Blume, CAS – Speaker, Trainer & Author, Behind The Leasing Desk
Thursday, June 25
9:00 am – 10:00 am
THU-A01
NAAEI Presents: No Time to Lead! Mastering the Tyranny of the Urgent
Leadership/Professional Development
We have all heard the phrase, “Time is money.” However, there is a significant distinction that we need
to keep in mind about this comparison. Both time and money can be spent, but only money can be put
away for future use. Learn how to realistically manage all of the outside expectations placed on driving
results while still managing your time to effectively lead and influence your organization. This session is
sure to be worth your time.
Ercell Charles, Dale Carnegie of Georgia
THU-A02
Adding Value to Assets with the NAA Click & Lease
Leasing
Lease forms are meant to protect assets. However, maintaining accurate leasing forms in a constantly
evolving industry with hundreds of jurisdictions is a battle. To solve this problem, NAA offers
standardized, customizable lease forms for portfolios of all sizes that are continually reviewed by expert
attorneys. Learn from expert users how to use the NAA Click & Lease tool for maximizing ROI and
efficiency. Get the most out of your lease forms and avoid common snags associated with conventional
leases.
Scot Haislip, National Apartment Association
Stephanie Puryear Helling, Greystar
Jackie Lyon, Fairfield Properties, L.P.
Donna Ashton, Ashton Law, P.C.
THU-A03
Why the “Lipstick on a Pig” Approach Won’t Cut It
Operations
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These days it’s not enough to slap a new name or logo on a tired building (putting lipstick on a pig).
Whether it’s for a value-add or full rehab, where and how you spend your dollars to maximize returns and
enhance image is critical. Walk through a blueprint for managing this process from start to finish. Learn
what's relevant and how to drive decisions based on ROI. You can create cultural shifts and killer
marketing messages that will bring your new image to life.
Barbara Savona, Sprout Marketing
Jeffrey Weissman, The Lynd Company
THU-A04
Master the Prospect-to-Resident Journey with Predictive Analytics
Marketing
Customer lifecycle analysis has historically been driven by the question, “Why did the customer do that?”
or “How can I get the customer do that again?” As the flexibility and reliability of predictive analytics
improves, leaders are able to get answers to the questions, “What’s next?” and “What should we do about
it?” This in-depth session shows marketing leaders how to use predictive analytics to make data-driven
decisions that improve the customer experience and shorten the journey from prospect to resident.
Chris Eckert, G5
Josh McDonald, Holland Residential
Lisa Trapp, Sequoia Equities, Inc.
THU-A05
Grudge Match! Deconstructing 5 Raw Online Reviews
Marketing
A scathing stream of resident reviews can be overwhelming. Where do you start? Which complaint should
you tackle first? Such rants may be litanies of half-truths, exaggerations and mis-representations, but not
every detail needs to be addressed. Learn how to read between the lines, prioritize your response points
and take control of your online story. During this session, five of the most complicated online reviews are
deconstructed and professional, hard hitting responses are crafted. It’s time for a breakdown!
Jen Piccotti, SatisFacts and ApartmentRatings.com,
Holli Beckman, WC Smith
Jeremy Lawson, Fogelman Management Group
Lia Nichole Smith, SatisFacts and ApartmentRatings.com,
THU-A06
The Paperless Office: The Journey from Theory to Reality
Technology
The paperless office isn’t a new idea, but few have moved from theory to reality. Explore how several
owner operators have turned the idea of a paperless office into the real deal. Learn how to solve the
biggest challenges to making your leasing office a truly paperless environment. Make prospective renters
and on-site associates comfortable with electronic leases and utilize new electronic communication tools
as effectively as flyers and brochures. These are concrete methods to remove those space-wasting filing
cabinets.
Chase Harrington, Property Solutions
Alexis Vance, Alliance Residential Company
Michael Wise, RAM Partners LLC
THU-A07
Supplier Skills: I Had Too Much to Think Last Night
Leadership/Professional Development
Are you a service/supply partner? Do you find yourself tossing and turning at night trying to figure out how
to conquer challenging situations? Join us for a dose of advice from both multifamily management
company experts and other veteran supply partners who will share their expertise and will have you
sleeping like a baby tonight. You’ve shared your challenges, now let’s solve them together!
Michelle Childers, Apartment Finder
Jeff Smedley, American Utility Management, Inc.
Charles Stroud, Appliance Warehouse of America, Inc
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Pete Regules, Cort
THU-A08
Training Is Not an Event; It is a Process
Human Resources
Filling someone's brain with information doesn't magically make them improve performance. Learn how to
repair disconnects; see huge advances in “learning transfer,” improved behavior and better results! Find
out simple strategies that help both learners and their supervisors get the best return from training, close
the accountability gap and strengthen program participation. This session is perfect for supervisors and
trainers in search of ways to improve team performance.
Rebecca Rosario, Full House Marketing, Inc.
Doug Chasick, The Apartment Doctor
Christine Gilmore, Bell Partners
THU-A09
NAHMA Presents: Disparate Impact on Development, Rehab and Management of Affordable
Housing
Affordable
This session will explore basic practices such as following the criteria of your tax credit Qualified
Allocation Plan, managing resident relocations during a major rehab, or screening applicants for creditworthiness or rental history and discuss how they could be illegal under the doctrine of disparate impact.
Under the doctrine, normal practices in the development, rehab and management of housing may be
considered discriminatory and illegal if they result in disproportionate "adverse impact" on certain classes
of persons, even if the practices are not intended to discriminate in any way. Get up to speed on what you
need to know to protect yourself and your business.
Kris Cook, NAHMA
Jeanne McGlynn Delgado, National Multifamily Housing Council
Micael W. Skojec, Ballard Spahr LLP
Thursday, June 25
10:15 am – 11:15 am
THU-B01
Bye Bye Millennials, Hello Generation Z
Marketing
Meet your next generation of renters. You may not realize it, but they are already impacting the way you
lease, the way you market...even the way you think about housing. Gen Z is a post-911, recessionsurviving, hyper-connected, ultra-diverse, green group of foodies whose brains have evolved differently
than those of any previous generation. Get ready for them and their five-screen, multitasking ways.
Marketing and leasing will never be the same. Learn now what you need to know to lease to them.
Lisa Trosien, ApartmentExpert.com
THU-B02
Think Like an Owner and Perform Like an Asset Manager
Leadership/Professional Development
This session enables property managers, regional managers and anyone in the multi-family business to
understand the ownership side of commercial real estate and how owners and asset managers think.
Participants gain a greater understanding of key components of value, how owners make decisions, what
factors influence their decisions and how to more effectively communicate in the language of owners.
This knowledge enhances the services you offer and helps you become an invaluable advisor to your
owners, investors and asset managers.
Laynie Miller, WACE Advisors
THU-B03
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Employee Engagement through Cultural Protocol – Globally Inspired
Leadership/Professional Development
The Gallup Poll reports only 13% of employees are engaged at work. Managers struggle with disengaged
employees as their #1 point of pain! This is a key cultural protocol for workforce optimization worldwide. Is
your leadership supporting engagement protocol? Review high-profit culture protocols from around the
world with crossover implementation projects on property management test sites. Explore examples of
tools, techniques, programs, strategies, environmental staging, results, ROI and budgets. Engaging
employees is a must-do to optimize your workforce for 2015.
Jacqueline Ramstedt, Ramstedt Enterprises, Inc.
Toni Blake, TotallyToni.com
THU-B04
Big Data: The good, the bad and the ugly
Marketing
With endless data available at our digital fingertips, experts are coming up with new ways to incorporate it
into the real estate business. Marketing executives and analytics personnel at companies of all sizes are
benefiting from the technology. Learn firsthand where experts get their information and how they actually
use it. Get tips to help you analyze lead data and cost/lease and generate website traffic. Learn to
repurpose data for reputation management, resident retention, email marketing, resident engagement
and surveys.
Francis Chow, Ellis, Partners in Management Solutions
Jennifer Staciokas, Pinnacle
Nicole Salmieri, Concord Management Limited
THU-B05
Dirty Little Secrets to Better Budgets and Better Property Performance
Operations
Get better pricing, better bids and look more professional to vendor partners and your boss! Successfully
managing vendors and setting clear expectations for performance saves money, saves time and
maximizes relationships. With a few key changes in your operations, you can create a stellar budget while
learning more about your operations. We offer 15 dirty little secrets of top performers and developers that
make you better at what you do and have a positive impact on your budget and your property.
Stephanie Graves,Stephanie G.
Mindy Price, J Turner Research
THU-B06
Data-Driven Don Draper
Technology
The lines between marketing and technology have blurred, and the multifamily housing industry is no
exception. Historically, IT departments fell under the CFO or operations, but this organizational structure
focused IT around cost containment and back-office administration. When marketing and IT operate in
tandem, technology can supercharge the customer experience and customer engagement, creating a
more intuitive online environment and producing the analytics necessary to make data-driven marketing
decisions that impact customer conversion and drive our bottom line.
Lauren Curley, Landmark Property Services, Inc.
THU-B07
Solving the Great Sales Training Disconnect: Bobbleheads Be Gone!
Leasing
Are we responding correctly to changing markets and renters? As property management companies
grow, more streamlined processess focus on associates hitting approved broad-based benchmarks. Hit
the mark, and you’re doing your job. Does one size really fit all? Examine how to “shake up” the way we
sell, train our salespeople, and measure success. Gain instantly usable tips to tweak your training and
better connect with your associates and prospects to deliver a higher level of perceived service and
value.
Patty Morgan-Seager, Seager Marketing
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Steve Matre, Banner Property Management, LLC
Joanna Ellis, Ellis Partners in Management Solutions (EPMS)
THU-B08
Maximizing Green – Using Environmentally Sustainable Practices to Drive Brand and Asset Value
Operations
Apartment communities are quickly following the footsteps of office buildings, retailers, schools and
others in utilizing Leadership in Energy and Environmental Design (LEED™) programs to consistently
measure and improve environmental performance. We’ll discuss industry standard methods for reducing
environmental impact while increasing marketability and improving overall net operating income. Green
building isn’t just for shiny new buildings any longer – come find out how to green an existing apartment
community and drive your bottom line.
Marc Heisterkamp, U.S. Green Building Council
Other Panelists TBD
THU-B09
NAHMA Presents the Business Case for Retrofitting to Service Enrich Your Senior Housing
Affordable
Baby Boomers are rapidly turning “senior” in large numbers. Providing affordable housing and
healthcare for this population will be two of the most important public policy challenges faced in the
coming years. The solutions need not be mutually exclusive, however; in fact, studies show that providing
service-enriched housing to seniors and enabling them to “age in place” in quality, supportive and
affordable rental housing provides massive savings to Medicare and Medicaid, and, moreover, that
retrofitting existing senior housing can make good business sense.
Kris Cook, NAHMA
David A. Smith, Recap Real Estate Advisors
Thursday, June 25
11:30 am – 12:30 pm
THU-C01
Hot Management Ideas! Best Practices from Successful Owners
Operations
This fast-paced and highly interactive program highlights the best practices of very successful
owner/operators in five specific areas: resident retention, payments/collections, advertising/marketing,
revenue management/pricing, and maintenance/rehab. Emphasis is on ideas that can make money
immediately. Anyone with questions or experiences to share in each of the areas is encouraged to
address the panel and audience. IROs, owners and managers, etc. benefit from the cutting-edge ideas
that emerge from these experienced and savvy operators.
James Stewart, Stewart Properties, Inc.
Brent Sobol, Legacy Community Housing Corporation
Dan Lieberman, Milestone Properties, Inc.
Mike Butler, Vista Properties, Inc.
THU-C02
CEO Roundtable: Money, Global Diversification, and Real Estate
Marketing/Operations
In today’s worldwide economy, the flow of capital causes a ripple effect through all economic sectors, and
residential real estate is no exception. Learn how the flow of dollars, pounds, euros and yuan impacts our
industry. Gain insight on how the American multifamily residential model is gaining international
acceptance as U.S. companies broaden their reach to capitalize on opportunities in foreign markets.
Benefit from the lessons learned by others in dealing with workplace issues like employment laws,
taxation and compensation.
Presenters TBD
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THU-C03
Sustained Longevity: Reaping the Greatest Year-Over-Year Revenue Management ROI
Technology
Revenue management is synonymous with generating revenue. However, after an initial ROI lift within
the first year of implementing revenue management, how does a company continue to profit from the
optimized practice year after year? Hear from well-versed pricing experts as they explain the how behind
their continued success with revenue management, why they benefit by leveraging optimized pricing in
both down and up markets, and what they expect in the future of multifamily pricing.
Steve Lefkovits, Joshua Tree Conference Group
Kevin Huss, Harbor Group
Jessica Mills, Carmel Partners
Bryan Pierce, Holland Residential
THU-C04
Putting Research to Work: Understand Customers and Outperform the Market
Leadership/Professional Development
Did you know that the largest markets aren't necessarily the most lucrative — and that places like
Nashville, Louisville and Charlotte boast some of the most exciting growth? This fast-paced session offers
you valuable, research-based report insights that help you understand apartment markets, customers,
and the decisions that drive occupancy and rental rates. Participate in the discussion and hear about
complex market trends in a way you can understand. Leave the session with action items you can quickly
put to use.
Jack Kern, Multi-Housing News
THU-C05
It’s No Grimm's Fairy Tale: Granting Employees the Midas Touch
Leadership/Professional Development
Finding and keeping talent is difficult. If employees aren’t happy, research shows customers won’t be
either. While your first instinct may be to throw money at the issue, multifamily’s first-ever Employee
Satisfaction Index shows that in reality what matters most to employees is often not tied to compensation.
Discover the best practices for engaging employees and boosting performance, which will then, almost
magically, grant them the ability to create happy and dedicated residents, turning their communities into
gold!
Douglas Miller, SatisFacts Research
Alexandra Jackiw, Milhaus Management, LLC
THU-C06
Branding – Challenges and Lessons
Marketing
With an increased wrangle in the marketplace, both online and offline, establishing and maintaining a
brand is pivotal to a company’s successful existence. Our seasoned panelists will shed light on the
importance of branding to their company; why brand perceptions held by multiple stakeholders matter;
how market research supports brand building in identifying the target audience and company perceptions;
the factors that effect a brand such as online reputation, resident satisfaction, etc; and the best practices
in brand building in the multifamily industry.
Joseph Batdorf - J Turner Research
Jamie Gorski, The Bozzuto Group
Charlie Jones, Brand Intersection Group
Kristy Simonette, Camden Property Trust
THU-C07
Retraining, Reconnecting and Resiliency: A Dialogue with Armed Services Leadership
Operations
Join us for dialogue and direct access to Department of Defense (DoD) leadership in housing and
privatization programs. Hear about the challenges the DoD is facing with budget shortfalls, troop
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reductions and possible Basic Allowance for Housing (BAH) reductions. Learn new ways the DoD plans
to work with privatization partners to mitigate these challenges, sustain the housing assets and minimize
the effect on quality of life of their service members. This session will allow you to ask those hot topic
questions that affect your organization's bottom line.
Sam Merrick, Lincoln Miliary Housing
Ivan Bolden, US Army
Robert (Bob) Harris, NAVFAC - Naval Facilities Headquarters Asset Management
William (Bill) Pearson, CNIC - Commander Navy Installation Command
THU-C08
Supplier Skills: Leadership Insights from Dale Carnegie
Leadership/Professional Development
As a sales professional, you are likely familiar with the communication principles from “How to Win
Friends and Influence People.” This session focuses on one component of leadership: Effective
questioning and listening skills. Learn to become genuinely interested in others, listen, and encourage
others to talk about themselves. Acquire techniques to employ the same communication skills that make
you so effective with your customers, sales team and other key employees within your company.
Ercell Charles, Dale Carnegie of Georgia
THU-C09
NAHMA Presents Unique Considerations for Marketing Affordable Housing
Affordable
Like most aspects of managing affordable multifamily housing, the marketing of properties is subject to
government regulation, including the creation and implementation of an Affordable Fair Housing
Marketing Plan. Learn how, beyond the regulations, rules, audits and paperwork, management agents
are able to keep the property full on a bare-bones marketing budget.
Michelle Kitchen, NAHMA
Adriana Guzzo, WinnResidential
Nancy Reno, Housing Management Resources, Inc.
Friday, June 26
9 am – 10 am
FRI-A01
The Apartment All Stars Present Practical Ideas for Practically Nothing!
Leasing
Looking for practical, down to earth, easy-to-implement ideas that don't cost a lot of money? Look no
further! The Apartment All Stars are here to bring you more ideas than you can count all of which are
guaranteed to help you increase your occupancy, make your existing residents even happier and take
your marketing to another level, all without breaking your budget. The Apartment All Stars are back in a
brand new session with all new ideas!
Kate Good, Apartment All Stars
Mindy Williams, Apartment All Stars
Lisa Trosien, ApartmentExpert.com
Toni Blake, TotallyToni.com
Jacqueline Ramstedt, Ramstedt Enterprises, Inc.
FRI-A02
Hoarding: The Gathering Storm
Legal/Fair Housing
Everyone in rental housing has had a person living on their property who hoards. It is a difficult situation
to manage because hoarding is considered to be a disability and poses serious risks for landlords if not
handled properly. This session will focus on psychological causes, the property issues, and current steps
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the landlord can take not only to accommodate a resident with a serious hoarding issue, but to find
workable solutions to make it win-win for everyone.
Lynn Dover, Kimball, Tirey & St. John LLP
Craig McMahon, Kimball, Tirey & St. John LLP
DJ Ryan, Kimball, Tirey & St. John LLP
FRI-A03
Pricing to Win: Using Revenue Management to Sign More Leases
Operations
The financial benefits of revenue management are undeniable. But how do you handle the impact of a
new program? From leasing professionals to regional managers, everyone must understand how to utilize
your revenue management system to meet your business goals. Learn best practices for handling the
impact on the leasing process, staff training, turnover, compensation and workflow. Don’t let your revenue
management program be a hindrance — use it to optimize pricing and ensure no potential revenue is left
behind.
Ian Mattingly,LumaCorp Inc.
Tammy Atkins, Heritage Apartments
Shannon Hayden, Epoch Management, Inc.
Mark Haldi, Bridge Property Management
FRI-A04
Keeping Up with Internet-Savvy Renters: Online Trends Today and Tomorrow
Technology
The most crucial aspects of a lease cycle usually happen online. A lot of resources are devoted to
managing these online platforms, but do they really meet your residents’ needs? This session showcases
the biggest trends among residents who utilize these conveniences. Learn how to tailor your online
presence to suit current and future online behavior. Learn the pitfalls multifamily firms face when
managing their resident base online and how to overcome those challenges.
Casey Van Zandt, Casey Van Zandt Consulting
Scott Hines, PEM Real Estate Group
Pete Ziverts, PayLease
Scott Jones, On-Site.com
FRI-A05
Lessons For Leaders: Guide, Motivate and Trust Your Team Remotely
Leadership/Professional Development
This session will focus on how to successfully guide, motivate and trust your team when geography isn’t
on your side. Today, most companies don’t operate in a constrained geography. Even small to mid-size
companies find themselves doing business in disparate markets with team members everywhere – and
leaders are finding development and engagement difficult to achieve. Learn how to engage team
members and be the best leader you can be – even when you can’t be in front of your team regularly.
Lori Snider, The Lori Snider Company
Jared Miller, INNOVATIVE Real Estate Companies
Laurie Lyons, Cardinal Group Management
Chris Ryan-Lawrence, ARK Leadership
FRI-A06
Five Digital Marketing Strategies to Attract Online Prospects
Marketing
People today want to do everything online, especially renters, but without a comprehensive digital
marketing presence, prospective residents can’t find you. Did you know that you can use Instagram,
Facebook, and other social channels to market your property and increase search traffic? Join us and
learn how to stay competitive with a better digital marketing presence using SEO, SEM, and social
content marketing. Hear from multifamily marketing experts how to incorporate these concepts into a plan
for small and medium-sized operators.
Jennifer Staciokas, Pinnacle
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Nicole Crosby, Buckingham Companies
Peter Lillis, McCaffery Interests, Inc.
FRI-A07
Eight Core Essentials to Property Maintenance Supremacy
Operations
Learn all about management of the operations side of your property. Whether large or small, new or old,
luxury or affordable, each property is unique! Even so, there are 8 core values that ensure success on
your property.. Find out what they are, how they connect to one another, how they strengthen your team
and how they all effect your occupancy and your bottom line! Start your properties down the path to
maintenance supremacy by attending this session!
Chad Moulin, Prop Ops: Property Operations Training and Consulting
FRI-A08
NAHMA Presents: Key Federal Legislative and Regulatory Issues Impacting Affordable Multifamily
Housing
Affordable
The world of affordable multifamily housing is not only highly regulated by three federal agencies, but it is
also highly dependent on the ability of Congress to pass timely and sufficient annual funding bills. This
session will focus on key current federal legislative and regulatory issues facing providers of multifamily
affordable housing participating in HUD, rural housing and housing credit programs.
Michelle Kitchen, NAHMA
Kris Cook, NAHMA
Greg Brown, National Apartment Association
FRI-A09
Maintenance Day: The Toilet Whisperer
Maintenance
The most common plumbing related service request is trouble with the toilet. Join Paul as he reviews how
most toilets work, fixes common flops and shares some tips and tricks that can prevent problems from
plaguing you in the first place. In addition to reviewing toilet components and operation, we will look at the
importance of water conservation and how properly calibrated toilets can drastically save water and
money.
Paul Rhodes, NAAEI
Friday, June 26
2:15 pm – 3:15 pm
FRI-B01
Employee Engagement: Lessons from our Friends at Zappos™
Human Resources
This is not Silicon Valley so why should our industry embrace innovative employee engagement
programs? Learn the “why” of employee engagement from Zappos, a Fortune Magazine’s 100 Best
Companies to Work For, and then drill down into the realities of the apartment industry. The growth in our
industry has created a need to prioritize retention and talent management. We provide practical ways for
you to use existing data to determine correlations between employee engagement, resident satisfaction
and financial performance.
Anne Lang, CEL & Associates, Inc.
Jon Wolske, Zappos
Lisa Trapp, Sequoia Equities, Inc.
Keith Dunkin, RealPage
FRI-B02
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Wildcat Hiring
Human Resources
Hiring managers are stuck in the recycling bin of hiring from the competition instead of looking beyond the
industry to pools of candidates from other fields. The term “wildcat” comes from oil prospectors in early
1900s who looked in less likely locations in hopes of striking it rich. “Wildcat Hiring” teaches how to
uncover new talent, interview for core competencies, and effectively on-board. Learn how blending talent
from outside the apartment industry can be a transformational solution
Susan Sherfield, Mercy Housing
Sherle Brown, Winthrop Management
Debbie Phillips, The Quadrillion
Tamela Coval, CORT.com
FRI-B03
If I Knew THEN What I Know NOW…Lessons Learned
Leadership/Professional Development
This interactive and engaging session will lay out 20 tips from two industry experts who have “been there
and done that.” It’s an opportunity for aspiring managers and other on-site personnel to hear about
lessons learned in the trenches that can help shape careers and influence decision-making in the
multifamily property management business.
Desiree Starr, Apartment Association of Greater Orlando
Alexandra Jackiw, Milhaus Management, LLC
FRI-B04
Repositioning Your Subprime Property for Long-Term Success
Leasing
Who says your community is outdated? This “boot camp” type session arms you with dynamic
management tools allowing you to reposition your community to quickly and effectively improve your
bottom line. Leave this session knowing how to realistically reposition your assest, attract and secure high
quality tenants using a proven character underwriting process and streamline and organize your day-today operations. This powerful workshop provides you with proven worksheets to get you started
rebuilding your community today. Start building it now!
James Stock, Vision Management, LLC
FRI-B05
Revenue Management’s Second Wave: Big Revenue for Small Owners
Technology
Revenue management’s second wave is quickly approaching. REITs, and large and mid-sized owners
have proven the revenue potential of strategic pricing – but can this methodology translate to smaller
owners? With success based largely on the ability to analyze massive amounts of competitive market
data, can revenue management be effective for small portfolios looking for a big data payoff? Join us as
small owners share real world experiences with revenue management and discuss success strategies for
overcoming their hesitation to engage a “big guy software.”
Randy Wynne, GSC Apartments
Erika Davenport, Watkins Realty Services
Avi Peretz, Wood River Properties
FRI-B06
Fair Housing CSI: Deconstructing Disability Disasters to Avoid Repeating Them!
Legal/Fair Housing
Disability issues are the major cause of fair housing litigation. Discover what went wrong in actual cases
and get real-world advice about how to manage your team to avoid litigation. Get answers about this
complex topic, including requests for assist animals, assigned parking spaces, and accessible
modifications. We suggest policies and steps for processing requests for reasonable accommodations
and modifications, including everything you want to know about verification forms, conducting meetings
with your residents and the truth about breed restrictions!
Kathelene Williams, Fair Housing Institute, Inc.
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Theresa Kitay, Law Office of Theresa L. Kitay
Doug Chasick, The Apartment Doctor
FRI-B07
More than Clicks and Visits: How to Engage Digital Renters
Marketing
The real estate industry has changed drastically in the last five years. A smaller population views home
buying as the staple of achieving the American Dream. With more information and resources, a new DIY
culture (both in researching and renting) has emerged among renters. Based on research Google is
conducting with Millward Brown and big digital data, we provide some key consumer insights, as well as
examine the new path-to-purchase, including the how, what, when, where and especially the why.
Sarah Travis, Google
FRI-B08
Marketing Basics for Military Housing and IROs
Marketing
As the multi-family and military housing landscape changes, property managers find themselves looking
for unique tactics and techniques to help them increase and maintain occupancy. From social media to
leveraging referrals inside and outside of your organization, this established panel of marketing experts
will share their most valuable marketingtactics. Leave this session with a new perspective on marketing to
prospects, waterfall categories, other eligible tenants (OETs) and qualified military families.
Ashley Gorski Poole, Lincoln Military Housing
Cindy Gersch, Hunt Companies
Cathy Jo Sander, Balfour Beatty Communities
Cecille Tynes, Corvias Military Living
FRI-B09
Maintenance Day: Customer Service Recovery Paradox
Maintenance
The service recovery paradox states that customers can leave a service failure more satisfied and loyal to
the company than they would be if no failure had occurred, provided that their problem is resolved
efficiently. This means that a service failure presents a valuable opportunity for companies to provide an
excellent service experience and ensure customer retention. Learn how to create a service recovery
environment, and the three major outcomes of an effective service recovery system.
Mark Vanderhoof, CWS Apartment Homes
Leigh Stevens, HD Supply
Friday, June 26
3:30 – 4:30 pm
FRI-C01
NAAEI Presents: Leadership Begins with Me
Leadership/Professional Development
Leadership is not about having a title, but rather it’s about having a leading attitude. Dale Carnegie based
his leadership philosophy on personal experience and the belief that your “Attitude” or your “I Can” is
more important than your “IQ”. It’s clearly the difference between success and failure as a leader. Learn
how to change your attitude and understand the positive impact that it will have on your professional
career and personal life. Leadership begins with our attitude and each of us is directly responsible for
how we approach each and every day.
Cory McGuire, Cale Carnegie Training of Nevada
FRI-C02
Leasing: A Love Story- New Strategies to Drive Conscious Consumer Coupling
Leasing
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Attract. Flirt. Date. Fall in Love. Make it official. This “conscious consumer coupling” is every apartment
marketer’s dream. Trouble is, the romance is gone from leasing. Too often, clients end up feeling
overwhelmed. What if you supported each step of the customer journey so clients feel informed, confident
and secure? Sounds like the beginning of a beautiful relationship. Fall in love with leasing again: change
your approach to leasing by applying new strategic principles to your sales and marketing practices.
Lori Snider, The Lori Snider Company
Heather Campbell, Double Dutch Creative
FRI-C03
On Your Side: The HR Team as Advocate, Not Adversary
Human Resources
Your human resources team has a wealth of information and can coach you through tricky employee
issues that can be so overwhelming that they make you want to call in sick. Join three industry
professionals for a discussion of how we can help you! Learn the hot legal issues and the other areas in
which human resources can be a terrific source. Walk away with a blend of legal basics, tips and tools to
help you identify issues and know when to call human resources.
Steve Matre, Banner Property Management, LLC
Kara Rice, Grace Hill, Inc.
Melissa Morris, The Dolben Company
FRI-C04
Model (Mis)behavior: 15 Ways to Modernize Your Model Home for 2015
Marketing
One of the most powerful sales tools that communities can utilize is their model unit. Why, then, are so
many properties showcasing model misbehavior with a unit full of outdated furniture and accessories that
don’t reflect target demographics? It’s time to modernize that model! From colors to furniture , lighting,
and right down to the signature touches, get 15 different steps, with tips for every budgetand for choosing
which properties to iimprove for the greatest return.
Heather Blume, Behind The Leasing Desk
Dana Pate, Matrix Residential
Eric Clark, Altman Companies
FRI-C05
Benchmarking with ENERGY STAR™ Property Scores
Operations
ENERGY STAR scores for multifamily housing are now available. Obtaining a score presents
opportunities and hurdles, and you must weigh the benefits with the challenges to decide if scoring is the
right move. In this session, multifamily leaders share their stories of adopting ENERGY STAR and scoring
their properties and the data access, data entry, and training issues they encountered along the way.
Leave with a clear idea of whether your property can—and should—get an ENERGY STAR score.
Todd Feist, Institute of Real Estate Management (IREM)
Nicholas Stolatis, TIAA-CREF
Cindy Clare, Kettler Management
Joe Greenblatt, Sunrise Management
FRI-C06
Real Business Risk: $2.45M Liability from Bed Bug Infestation
Legal/Fair Housing
Hear directly from the attorney in recent bed bug liability settlements against apartments and
management how to protect your properties from this new financial risk. Learn what steps must be
included in a successful strategy to limit exposure. Get an update from an internationally recognized
research entomologist on the status of bed bug proliferation and the increasing threat she has seen on a
national level. Learn why relying on an exterminator exclusively to handle bed bug issues can morph into
a financial crisis quickly.
Dini Miller, Virginia Tech
Gary Kersch, Doublekaye Corp
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Jeffery Lipman, Lipman Law Firm
FRI-C07
Managing Crisis and Emergency Situations in Military and Multifamily Housing Operations
Leadership/Professional Development
This session examines how to manage risk and conflict on issues including safety, health, economic and
environmental impacts on military housing and development projects! Learn how to manage crisis and
non-crisis communications involving residents’ anger and fear, personal, economic, social, cultural,
personal agendas and perceptions of safety, health, security and economic risks. This session is
interactive and addresses real-world crisis and non-crisis scenarios that are often encountered at multifamily and military housing projects.
Genevieve Bauer, Forest City Residential
Sandy Martinez, Fulton Communications
Keith Fulton, Fulton Communications
FRI-C08
Maintenance Day Session
Maintenance
Presenters TBD
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