MAA CAREER KICKOFF ONBOARDING TOOLKIT SERVICE MANAGERS
MAACK PROGRAM FOR SERVICE MANAGERS
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TABLE OF CONTENTS
Introduction………………………………………….………………………………….……………………………….3
Expectations……………………………………………………………………………………………………………..5
Agenda for Online Curriculum.……….………………………………….………………………………………….7
Items to Complete within your first 30 days..………………….………………………………….……………..11
Resources and Support………………………………………………………………………………………………12
MAA Software Applications…………………………………………………………………...……………………12
Fair Housing Quick Guide…………………………….………………………………….………………................14
Choose Your Words……….………………………………………….………………………………………………17
Common Furniture Dimensions Cheat Sheet..…………………………………………………………………..18
Frequently Used Acronyms………………………………………………………………………………………….19
Service Manager Daily, Weekly, Monthly Checklist..…………………………………………………………..20
Troubleshooting………………………………………………………………………………………………………..22
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MAACK Management Toolkit
W E L C O M E to MAA! We are excited that you have decided to join MAA as a Service Manager and want to pave the way for your learning and development in this role. What does MAACK Stand for? MAA C areer K ickoff! We cant wait to kick off your career with MAA!
Before starting, be sure to click the link below to download your activity workbook containing your Community Scavenger Hunt.
Click Here to download your Onboarding Workbook
During the MAACK program, you will have the opportunity to gain exposure to a variety of topics, all-important to the successful performance as a Service Manager. You will have the opportunity to build on each of your learnings as each component of managing your service team & property maintenance is taken to greater depth.
With this Onboarding Toolkit, we encourage you to take notes and write down questions that you have for your Senior Maintenance Training Specialist (SMTS), RSD, PM, or anyone else that can help you develop and add to your knowledge base.
The overarching objective of this training program is to develop in you the necessary skills, knowledge, and behaviors to become an effective contributor with MAA. We strive to build your capabilities and confidence to accelerate your learning and development.
After completing the MAACK program, new Service Managers should:
• Perform in their job role with minimal guidance
• Be seen as a leader amongst the other service team members & office associates
• Attain targeted proficiency levels and consistency in their performance
• Provide ongoing exceptional customer service for increased resident retention
• Know their resources from systems to support staff
• Become aware of MAA’s policies & procedures as it pertains to the Service Manager role
• Know their job responsibilities and expectations in their role along with an understanding of their job performance
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Become Familiar with Your Property
The next list of items are needed for you to have proper access and become more familiar with the community.
Assigned a set of keys for the property
Take a site map and walk the entire property
Order uniforms
Acquire the security alarm code for the office and contact information for the alarm monitoring company
Shown how to use and access to the key control system
Head Shot photo for Workday and badges
Additional Property Information
There are some other aspects about the community and it’s systems that are very im- portant to know during your first week with MAA. Take some time to work with your super- visor to answer these questions.
Where can I find emergency contact information? Where can I find information on utility shut-offs for the buildings?
What is the Shop Inventory Program? What is the property’s process for changing locks?
Where can I find emergency equipment and tools?
What are MAA’s On Call procedures?
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Expectations
MAA’S BRIGHTER VIEW
We are committed to remaining true to our rich tradition of service to each other, to our residents and to our shareholders. We respect the privilege of providing value to those whose lives we touch. We are proud to be people serving by:
Appreciating the Uniqueness of each individual
Communicating Openly and With Integrity
Embracing Opportunities
Doing the Right Thing, at the Right Time , for the Right Reasons
You are about to become a member of a team dedicated to a high standard of deliver- ing quality customer service. As a member of this team you to will be expected to uphold worthy of our residents, fellow associates and shareholders. Everyone is counting on you to bring your very best to work each day to make the whole team successful. Here are just a few of those expectations we are all counting on:
• Maintain a professional appearance
Work safely
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Be to work on time
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Be able to take call
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Able to work alone
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• Take nothing for yourself left behind by a resident
Be respectful of others
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• Ability to work with a computer
To be honest and forthcoming
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Communicate effectively
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Expectations
Be flexible
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Move trash and containers
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Manage one’s time
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• Be respectful of company tools and property
We are excited that you have decided to join the MAA Service team and are looking for- ward to what we hope will be a long and successful career with us.
Troubleshooting
Whether you are a seasoned veteran to our industry or just starting out, it is always good to have resources available to perform your duties successfully. You will find in the back of this tool kit a section titled “ Troubleshooting ”. This section list some of the most common residents request in the area of Plumbing, Electrical, Appliances, HVAC and more. Keep this toolkit available to you for helpful references and time saving solutions. This document may also be found on AccessMAA.
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MAACK Program
MAA University
A large part of your learning MAA Policies, Procedures and Culture will come from utilizing an online E-Learning systems. E-Learning allows you to:
• Learn on your own schedule and pace
• Have instant access to information and resources
• Improved retention of the material
MAA’s Learning Management System (LMS) is MAA University (powered by Grace Hill). You have been assigned a series of online courses designed around Management, Customer Service, MAA Systems and our culture. Most online courses are short in length and are considered REQUIRED training by each new associate. Each course has an anticipated completion time frame and the courses are spread out over a 90 day period. To get started with your online learning, here are a few tips:
• Talk with your SMTS or PM about where you should complete your online training. You should have a quiet space with a computer.
• Ensure the audio is working or use ear buds/headphones when you can
• Print any workbooks or aids linked within the course prior to starting
• Before beginning any online courses in MAA University, be sure you have first successfully logged into AccessMAA and then log into MAA University through the OKTA tile.
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MAACK Program
Service Manager Online Training Requirement
* Courses marked with an asterisk must be completed prior to one-on-one mentoring with SMTS
Deadline
Course Title
Time Commitment
Day 1
MAA Fair Housing *
1 hour
Day 3
Welcome to MAA for Service
3 hr.
15 min
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Welcome to MAA *
30 min
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MAA Culture *
15 min
• Standards of Professional Conduct *
15 min
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Introduction to Brighter Living *
Workday for People Managers
30 min
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• MAA Request Services (MAARS) - Navigation
Day 7
MAA Annual Compliance
4 hr.
1 hour
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Code of Conduct
45 min
• Preventing Harassment in the Workplace
1 hour
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Internal Customer Service
1 hour
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Insider Trading
10 min
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Bloodborne Pathogens
HD Supply Fire Extinguisher
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2 hr. 45 min
General Safety - Part 1
General Safety
30 min
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Hazard Communication
30 min
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Basic Ladder Use by Associates
15 min 15 min
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Electrical Hazards
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Personal Protective Equipment
30 min
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15 min
Lockout Tagout
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SDS Online
15 min
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General Safety - Part 2
2 hr. 10 min
Chemical Storage
15 min
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Lockout Tagout Certification
1 hour
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Deadline
Course Title
Time Commitment
10 min
• Safe Use of Ladders: Beyond the Basics
30 min
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Fall Prevention
15 min
• General Safety Procedures for Trash Compactors & Dumpsters
Day 30
Introduction to Yardi 7s for Service
Customer Service for Service • Customer Service for Service Associates Introduction
• Customer Service for Service: Move-In (for Service)
• Customer Service for Service: Resident Interactions on the Property • Customer Service for Service: Service Requests (for Ser- vice) • Customer Service for Service: Handling Resident Com- plaints • Customer Service for Service: Lease Renewals (for Ser- vice) • Customer Service for Service: Move-Out (for Service)
Day 60
In-House Services •
Painting Apartments
Carpet Cleaning Make Ready Process
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•
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Continued Learning
Once you have completed all of your required onboarding training, it doesn’t stop here. MAA’s Maintenance Training is designed to increase your skills, enhance understanding, and prepare you for career advancement. VisionX offers over 400 online videos for you to access at any time on demand. By visiting the “My Library” tab from your VisionX dashboard, you can search for training on:
Leadership and Management
“How To” Maintenance series
“Lunch and Learn” Maintenance series
Upcoming live Webinars and local Instructor Led training
Skills Badges
We are excited to be utilizing the power of Grace Hill to offer you the opportunity to developed some of your technical skills through MAA’s “Skills Badges” training. Virtual badges are achievements that can be awarded by completing a group of short eLearning courses in a specific skills topic like, Water Heaters, Basic Electricity, Basic Plumbing and more. Badges are constantly being added to our Vision library, so check often for the most updated badges. To access the Skills Badges training, follow the simple steps:
1. From your VisionX Learning Center click on Awards Leaderboard.
2. Click on the badge that you are interested in.
3. Then complete the training courses required for the badge
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Have fun collecting badges and learn a skill at the same time!
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Items to complete during your first 30 days with MAA
Your Senior Maintenance Training Specialist (SMTS) will come to your property to spend a couple of days of training to help you get familiar with MAA and your property. Be sure that your MAA University courses are complete before your SMTS arrives! There are some other aspects about the community and it’s systems that are very important to know during your first few weeks with MAA. Take some time to work with your supervisor to answer these questions.
Where can I find emergency contact information?
Where can I find information on utility shut-offs for the buildings?
What is the Shop Inventory Program?
What is the property’s process for changing locks?
Where can I find emergency equipment and tools?
What are MAA’s On Call procedures?
Check out a few keys to some vacant apartments on your community and familiarize yourself with the Make Ready expectations Ask your supervisor about PUMP (Per Unit Per Month) and familiarize yourself with MAA Reports found in Access MAA Familiarize yourself with the Goal Board located in your office and the Goal Board Report in MAA Reports Review the Crisis binder. Complete the online training titled “Service Managers On-Boarding Supplement” . Familiarize yourself with the property budget and most recent financial statement Where can I find emergency equipment and tools? Review location and maintenance of the Pool Log Binder Review MAA’s Preventative Maintenance Program
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MAA Software Applications
You will be introduced to some technology tools we use in our company. Below is a diagram naming these tools.
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MAA Software Applications
Below are several other software applications that MAA uses:
Your knowledge of each of these software tools will be built upon with your SMTS!
Our one-stop provider for all call center ser- vices.
Mobile Mainte- nance and Mobile inspec- tion vendor.
SmartRent is the vendor that sets up SmartHome technology and locks in some apart- ments.
SafeRent is our screening ven- dor. SafeRent screens all ap- plicants who apply for an apartment.
Concur is where we manage all
Travtus Com- pass evaluates the perfor- mance of your leasing team on actual customer interaction such as pro- spect and resi- dent calls.
business travel and expenses. It provides a single way to manage busi- ness spending.
Manages missed leasing calls, after hours emer- gency mainte- nance calls, the resident care line, and the voicemail service acces- sible through your property webpage.
Allows you to conduct mo- bile Move In/ Move Out in- spections and a Mobile Maintenance feature for ser- vice teams.
SmartRent lock technology allows you to efficiently inter- act with pro- spects by mak- ing the process to schedule tours easier and contact free. You will send a code to your pro- spect so they can privately tour the apart- ment on their own.
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Fair Housing Quick Guide
What is Fair Housing?
The Fair Housing Act is a federal law passed in 1968 that protects individuals from unfair hosing practices based on the individual’s membership in a protected class. Also known as Title VIII, it is part of the Civil Rights Act and came about as a result of the Civil Rights Movement. It has been amended several times to include additional provisions and protected classes. Ignorance of the law is no excuse. You cannot justify wrongdoing by saying, “I was new.” Or “I didn’t know.” It is best to stay consistent in all of your interactions with prospects and residents! Do the same thing for every person. What are the 7 Federally protected classes?
Race, Religion, Color, Sex, Familial Status, Disability, and National Origin.
State and local laws may have other protected classes. Check with your Property Manager to learn more about these classes.
Difficult Fair Housing Questions:
1. You should know how to answer questions such as, “What kinds of people live here?” or “How safe is this community?”
“ We welcome anyone who meets our qualifying standards.”
“We are a very diverse community.”
“Obviously, it’s an apartment community and many people live nearby. Like anywhere, stay aware of your surroundings, you may use the deadbolt on your front doors, and make us aware of any community lighting that may not be properly working.”
“If there is ever an emergency situation, dial 911 as you would anywhere else.”
2. What does MAA’s Pre-Screening Policy state?
MAA’s applicant screening providers consider and use all verifiable income during the application process. The acceptance of the application is based on many factors set forth by the applicant screening providers. There is no way we can predict whether or not someone may qualify. When asked the question, “What does it take for my application to be accepted or denied?,” we give the honest response that there is no way for you to know since our third party provider does not provide us with screening parameters. To help the prospect feel a little comfortable, you can also explain that MAA respects all customers’ privacy and with that, we are only shown an application result. We see no credit scores or personal financial information. You may also explain to the prospect that Corelogic makes those decisions for us so that we do not have to ask private credit information. They also provide you with a number to call in the event you have any questions.
3. What is steering?
14 The practice of directing a home seeker to a particular apartment or area of the community by restricting the prospect’s choices based on one or more protected class. Example: Children to the bottom floor or steering family away from resident that has expresses concern for children around them.
Fair Housing Quick Guide
MAA’s policy on Disability
The Fair Housing Act prohibits discrimination on the basis of disability. New or existing residents may request an accommodation or a modification. The act defines persons with a disability to mean those individuals with mental or physical impairments that substantially limit one or more major life activities. The term mental or physical impairment may include conditions such as blindness, hearing impairment, mobility impairment, HIV infection, mental disability, alcoholism, drug addiction, chronic fatigue, learning disability, head injury, and mental illness. The term major life activity may include seeing, hearing, walking, breathing, performing manual tasks, caring for one's self, learning, speaking, or working.
Responding to requests for Accommodation or Modification
All requests for accommodations or modifications, by an applicant or resident, should be responded to by saying: “We make reasonable accommodations or modifications for anyone who requires them." Requests for accommodations or modifications should be directed to the Property Manager.
Reasonable Accommodations
Individuals with disabilities have the right to request exceptions to the rules, policies, and practices. An individual must establish that they have a disability that substantially limits a major life function, and that the accommodation or exception requested is necessary because of his/her disability. Service animals are an example of a reasonable accommodation. In this case, pet fees and pet deposits would be waived, which is an exception to the community policies.
Reasonable Modifications
Reasonable modifications are structural changes to the apartment home and common areas that allow a person with a disability equal opportunity to have full use of the home. Ramps and grab bars are some of the most commonly requested modifications. Modifications are usually performed at the renter’s expense. The Property Manager may review plans and require that work is done in accordance to code requirements. Extensive modifications may require money to be held in escrow. Approvals for modifications are required by the Regional Service Director and the Director of Maintenance Operations.
Requests for Accommodations or Modifications
Generally, a verification of the requested accommodation or modification should be obtained from a qualified professional. A qualified professional is anyone with expert knowledge in the area, who has knowledge of the individual’s disability and needs. This does not mean that a doctor’s prescription is required for the requested change.
Ask applicant/resident to complete the Request for Accommodation or Modification Form found in AccessMAA. Steps on how to complete this process are also found in AccessMAA under policy: Reasonable Accommodations and Modifications.
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Fair Housing Quick Guide
MAA’s policy on Service and Companion Animals
The most common service animals are dogs, but sometimes other species are used (for example, a cat or a bird.) Service animals may be any breed, size or weight and should not be held to the standard weight limits or breeds. Some, but not all, service animals wear special collars and harnesses. Some, but not all, are licensed or certified and/or have identification papers. However, there is no legal requirement for service animals to be visibly identified or to have documentation or be certified. The ADA defines a service animal as "any animal that is individually trained to do work or perform tasks for the benefit of a person with a disability." Fair housing laws consider "companion" animals to be a type of service animal; however, they are not always trained to perform tasks but instead provide support, companionship or a calming influence. Determine whether a verification is needed If the person’s disability is obvious or otherwise known to you, and if the need for the service animal is also apparent, the Reasonable Accommodation and Verification for Service Animals Form is not required .
For example, a blind person with a guide dog does not need to verify his disability or need for the dog.
However, if the disability is not known to you or obvious, you should request proof that the resident is disabled, but you cannot require the resident provide information about the specific disability. You should follow the Assistance Animal Program Procedure. Instructions on this process can be found in AccessMAA under Policy: Assistance Animals.
Rules for Service and Companion Animals
Pet deposits and pet fees:
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• The disabled resident or applicant who uses a service animal is not required to pay a pet deposit. Do not charge a pet deposit or fee.
Size and breed restrictions:
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• Do not place limitations on the size, weight, and type of service animals.
Service animal identification:
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• Service animals do not need to wear any special identifying gear such as tags, harnesses or capes. • Service animal owners/handlers are not required to carry any paperwork documenting the animal as a service animal.
Fair Housing Animal Addendum:
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• The resident will be required to sign an Animal Addendum and will be liable for any damage the animal may cause.
• Both service animals and pets can be required to meet the same reasonable behavior rules.
• Exception: allow a service animal to accompany the resident at all times and everywhere on the property except where animals are specifically prohibited under law.
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Choose Your Words
Eliminate
Adopt
They (when referring to MAA)
We
Leasing Agent, Leasers, etc.
Leasing Consultant
Complex, Property
Community, Neighborhood
Unit
Apartment Home
Efficiency
Studio Apartment
Maintenance Man
Service Manager
Traffic or pieces of traffic
Prospects, Guests
Security Gates
Controlled Access, Privacy Gates
Security Lock
Privacy Lock
Problem
Challenge, Opportunity
“That’s our Policy”
State the reason/benefit of policy
The word “No” or “Can’t”
Tell them what you can do
Gym, Workout Room
Fitness Center
Laundry Room
Laundry Center, Facility
Clubhouse
Activity Center
Garbage Dumpster
Trash Compactor
Old Property
Established, Mature Property
“No Problem”
I’ll be happy to
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Common Furniture Dimensions
Living Room
Three-seat sofa: 35” deep, 84” wide
Loveseat: 35” deep, 60” wide
Armchair: 35” deep, 35” wide
Rectangular coffee table: 30” wide, 48” long
Circle coffee table: 36”-42” diameter
Square end table: 24” wide, 24” long
Rectangular end table: 24” wide, 28” long
Dining Room
Dining table with one leaf: 36” wide, 72” long
Round dining table for four: 36”-44” diameter
Bedroom
Twin-size bed: 39” wide, 75” long
Double/full-size bed: 54” wide, 75” long
Queen-size bed: 60” wide, 80” long
King-size bed: 80” wide, 80” long
California king-size bed: 72” wide, 84” long
Dresser: 40” wide, 20” deep, 30” high
Chest of drawers: 38” wide, 20” deep, 50” high
Armoire: 60” wide, 17” deep, 60” high
Nightstand: 18” wide, 18” deep
Office
Desk: 30” wide, 20” deep
Desk chair: 20”-22” wide, 36” high
Computer chair: 18” wide, 36” high
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