The Power of Authenticity to Create Meaningful Connections, Foster Trust, and Inspire Others

Location: Fiesta Ballroom

Presented By: Mariana Atencio, Keynote Speaker

It takes seven seconds for people to form an opinion about you. That’s why most of us are taught to fit in a box instead of embracing those parts of ourselves that stand out. As a national TV journalist, Mariana Atencio was often encouraged to leave parts of herself at the door. It wasn’t long before she realized that “covering” did not lead to real belonging, especially in the workplace. This situation is heightened in the post-COVID world, where there is a more significant need to strengthen corporate culture, embrace change, and bring your best self to work. Atencio’s key is to double down on your uniqueness and follow easily applicable formulas to embrace your authenticity, leading to personal fulfillment and a sense of purpose. As a journalist who has covered people overcoming the most challenging situations, Atencio’s framework to discover authenticity and stay in control comes from field experience, making it substantive, precise, and immediately applicable. Her entertaining anecdotes, actionable tools, and dynamic exercises will leave attendees feeling empowered and equipped to bring their best to work, make meaningful connections, and amplify their impact by leveraging what makes them special.

Sponsored by: i4 Waste Valet & Recycling

Property Management Executive Forum | Invitation Only

Track: Executive

Location: Coronado Ballroom D

Facilitator: Valerie M. Sargent, Yvette Poole & Associates

This exclusive opportunity for senior multifamily housing executives will include an interactive discussion on  

emotional intelligence and how it can affect business operations. 

Sponsored by: Kings III Emergency Communications

Insights into Employee Mental and Emotional Health

Track: Mental Health

Location: Fiesta Ballroom

Co-presenters: Kara Rice, SwiftBunny; John Sons, Burlington Capital Partners

The growing crisis of employee burnout and record-breaking turnover in the rental housing industry prompted a National Apartment Association study to identify the status of employee mental and emotional well-being, the impact on personal and professional responsibilities, and the support employers currently provide. This session will provide the latest insights from the NAA Mental and Emotional Health Survey. Gain an understanding of what multifamily employees have identified as their greatest challenges, and learn practical ways to support the mental and emotional health of your peers and employees.

Sponsored by: Signal Security

The Ultimate Maintenance Throw Down Part I

Track: Maintenance

Location: Monterrey Ballroom

Speaker: Chiccorra Connor, Occupancy Heroes

A fun, interactive maintenance game show rooted in education will give maintenance and non-maintenance heroes alike an opportunity to win prizes by testing their knowledge of make readies, preventive maintenance, and collaborative on-site and maintenance teamwork in general. 

• Learn how unity between the internal and external team members contributes to the longevity of your residents, staff, and the property.

• Learn the importance of consistent encouragement and support.

Sponsored by: RezCor

To Catch a Fraudster

Track: Risk Management

Location: Yucatan Ballroom

Moderator: Pat Patterson, PetScreening

Panelists: Jackie Impellitier, ZRS Management; Leslie Mathis, Woodfield Development

There’s no way around it: Today’s apartment operators and communities are constantly having to deal with some form of fraud. Whether it’s fake Social Security cards, pay stubs, bank accounts, or identities submitted during the lease application process, or even fraudulent emotional support animal accommodation requests, operators are locked in a never-ending battle with those who are trying to cheat the system. In this session, an asset manager and an operator will detail the common types of fraud that are harming bottom lines. They’ll also outline the latest methods and tactics that properties can use to minimize fraud, reduce liability, and increase NOI. Simply put, attendees will leave better positioned to catch the fraudsters in their midst.

• Understand the scope and the dimension of the leasing fraud problem in multifamily.

• Learn the common techniques used by fraudulent applicants, residents, and associates, and understand the consequences of fraudulent activity for both operators and asset managers.

• Learn tactics and processes for combating fraud and protecting your properties and portfolios.

Sponsored by: ET&T Distributors

Tap into Emotional Intelligence to Tame Your Brain and Cope with Crises

Track: Mental Health

Location: Yucatan Ballroom

Speaker: Valerie M. Sargent, Yvette Poole & Associates

For most of us, life already has stressors. Add a dose of anxiety brought on by the “What in the world just happened?!” unknown of a crisis such as a pandemic or emergency, and it can leave you feeling dazed and confused. An unforeseeable level of worry is suddenly added that can impact your life in unexpected ways. Do you find yourself reacting? Looping negative thoughts? Feeling frustrated? When you are part of a team that must also serve others in a whole new distanced world, proper perspective and self-management techniques can help you better control these potential states of overwhelm, anxiety, or depression while creating a more balanced brain. Discover the anatomy of anxiety and symptoms that can paralyze you, and how to combat them for enhanced performance. Learn important strategies grounded in emotional intelligence that will help you focus to improve productivity, prevent costly mistakes, and maintain a positive demeanor in the face of adversity.

Sponsored by: Pothole Repair

Add Your Personal Touch to Customer Service in this Digital Age

Track: Customer Service

Location: Fiesta Ballroom

Co-presenters: Desiree Starr, Learning and Development Professional; Russ Webb, Bay Area Apartment Association

When the world shut down in 2020, consumer behaviors and expectations changed forever. Consumers craved a more personal touch when interacting with businesses, while at the same time becoming less tolerant during these interactions. How does the multifamily industry change the narrative? How do we put the personal human touch back into customer service in this digital age?

Sponsored by: HH Staffing

Grow Your Personal Brand

Track: Self-Improvement

Location: Yucatan Ballroom

Speaker: Megan Orser, Smart Apartment Solutions

Your personal brand is a critical part of your professional career. A solid personal brand will impact your ability to get the client, job, promotion, and acknowledgments you want and, in the long run, stand out from the crowd to get the most out of your career in today’s competitive business world.

• Identify your current personal brand. It exists whether you know it or not.

• Understand what your current brand is saying about you, including emails, voicemails, and social media.

• Learn how to get started standing out in an authentic way.

Sponsored by: Altus Group

Inspiring a Successful Team: Top 20 Management Tips

Track: Leadership

Location: Fiesta Ballroom

Speaker: Don Sanders, Trainer Don's World

In this session, “Trainer Don” will impart his top tips, covering topics such as:

• Knowing when to terminate

• Stopping negative team gossip

• Effectively adding/introducing new techniques to teams

• Stopping turnover through effective team motivation

• Controlling the professional environment through targeted delegation

• Running effective staff meetings through employee involvement

Sponsored by: EliseAI

The Ultimate Maintenance Throw Down | Part II

Track: Maintenance

Location: Monterrey Ballroom

Speaker: Chiccorra Connor, Occupancy Heroes

Participants in this session will discuss their struggles, solutions, and what they learned from The Ultimate Maintenance Throw Down Part 1 on Thursday. The discussion will explore the roles both office and maintenance play in elevating the resident experience, the ins and outs of make readies, preventive maintenance, and collaborative on-site and maintenance teamwork. 

• Learn how to streamline internal and external channels of communication to enhance overall employee and resident satisfaction.

• Learn new strategies and techniques to ensure the success of your make readies.

• Walk away with the knowledge to customize your preventive maintenance schedule.

Sponsored by: HH Staffing

Legal Panel: Inspire Solutions, not Lawsuits

Track: Legal

Location: Fiesta Ballroom

Moderator:  Raleigh "Lee" Steinhauer, The Steinhauer Group

Panelists: Ayiesha Beverly, National Apartment Association; Suzanne Lewis, Baker Donelson; Erik Szabo, Shutts & Bowen

As the multifamily operational environment becomes more complex, so do the legal issues facing apartment owners. A panel of attorneys, with varied fields of expertise, will highlight current and trending issues that should be top of mind for rental housing operators. In this fast-paced discussion, our legal experts will share their perspective on topics including fair housing, contract issues, tort reform, and the evolving legal landscape in Florida. They will also share potential solutions and tips to avoid common legal pitfalls.

Sponsored by: Signal Security

Integrating Change Management Through a Lens of Inclusiveness

Track: Diversity, Equity, and Inclusion

Location: Yucatan Ballroom

Moderator: Ricardo Alicea, Wendover

Panelists: Joelis Barandica, ConAM Management; Jimmy Chestnut, RPM Living; Sonya Knight, Royal American Management 

Many organizations are in the process of planning, designing, or implementing diversity, equity, and inclusion (DEI) initiatives. These interventions are typically aligned with overall strategic goals and are expected to garner tangible and intangible results. Though there is great anticipation for the rollouts, it is essential to consider an effective change management strategy. In some cases, a comprehensive DEI plan can swing an organization’s cultural competence pendulum in a direction that gives rise to discomfort and resistance for some individuals. This panel will discuss ways to address these responses and ensure successful  implementation of a DEI program.

Learning Objectives:

• Implement successful DEI changes

• Increase morale and retention 

• Improve performance and productivity

Sponsored by: Grace Hill

Building Recruitment and Retention Through Culture and Collaboration

Track: Employee Recruitment and Retention

Location: Monterrey Ballroom

Moderator: Brad Schwartz, MSB Resources

Panelists: Dena B. Calo, Saul, Ewing, Arnstein & Lehr; Jeremy Milton, RPM Living; Maggie Murtaugh, Cambridge Management

The workplace has changed. Now more than ever, your team is the foundation of your company, the building blocks of your success. We have all heard about “quiet quitting” and the effect it is having on our organizations and our residents. A strong and collaborative workplace culture can break the cycle of the great resignation, bring talented employees into the organization, and make them want to stay. Through practical examples and strategic advice, our panelists will demonstrate how culture and collaboration make our companies “sticky” and how to use that culture to recruit and retain top industry talent. 

Sponsored by: HH Staffing

Mastering Renter Objections and Complaints

Track: Property Management

Location: Monterrey Ballroom

Speaker: Matt Easton, Leasing University

Complaints and objections about a community are completely normal and nothing to be afraid of. There is no such thing as a “perfect apartment,” and every prospect will have complaints, objections, or reasons they're hesitant to sign the lease. If they didn't have reservations about the apartment's price, value, or relevance to their situation, they would have already moved in. Traditional sales training of “overcoming objections” does not work in real estate. Just because someone has an objection or complaint, it does not mean they won’t sign the lease. Unfortunately, 97.5% of property managers try to “win renters over” and create more problems and obstacles in the process. Participants in this session will learn a simple eight-step process for handling objections and complaints that will de-escalate the situation and move you closer to a signed lease. 

Sponsored by: First Onsite Property Restoration

Put Social Media to Work for You

Track: Marketing

Location: Yucatan Ballroom

Speaker: Megan Orser, Smart Apartment Solutions

Does the thought of creating videos intimidate you? Think you don’t have time to manage your property and come up with content for social media? Think again! As an award-winning social media ambassador, national speaker and independent rental owner, “Smart Chick” Megan Orser will teach participants how to create winning content for social media.

Sponsored by: Zumper

Connect with Prospects and Build Value in Your Community

Track: Property Management, Customer Service

Location: Monterrey Ballroom

Speaker: Matt Easton, Leasing University

Today’s renter has access to 28 times more information about available apartments and they have 450% more choices than they did five years ago. Simply answering the phone and telling prospects about your property’s features, pricing, and availability does not work with today’s highly informed (and in some cases misinformed) renters. Today’s property manager can’t simply provide information about the property — the renter already has it right on their phone. Instead, they need to connect with prospects, understand their specific situation, and help them make a decision based on their unique needs. Participants in this session will earn a simple system of what questions to ask every renter to build strong connections and a deep understanding of their situation. Uncover the best way to build value in your apartments, community, and staff that resonates with each renter and is curated to their specific needs and makes it easy for them to choose to live at your community. 

Sponsored by: Smart Rain

Creating Efficiency and Time Savings for Over-Burdened Teams

Track: Property Management

Location: Yucatan Ballroom

Moderator: Spencer Steward, Possession Partner

Panelists: Nikki Chambers, The Hanover Company,  Jackie Impellitier, ZRS Management, Drew Williams, RADCO Residential

Today’s on-site teams are strapped — there’s no doubt about it. From maintenance staff to leasing agents to concierge teams, there are fewer employees doing the same amount of work. Today’s owners/operators and property managers need to make smart choices about automation, centralization, and the tools that help their teams be effective and productive. This panel will discuss ways that forward-thinking property managers are advocating for their teams by automating core operational functions in delinquency management and bad debt recovery. What checklist do managers need to vet a technology and make sure it can deliver for their teams? What steps toward centralization best provide transparency and time and cost savings? This session will also provide insights into hiring and retention issues in multifamily and benefits and challenges of automation and centralization. 

Sponsored by: HappyCo