1 2 3 4 5 6 7 8 MANAGER MEETING AGENDA Represent our Values in all that you do daily How to dispose of company – owned property and material 2 3 How to dispose of resident-owned property Proper Screening Steps to ensure qualified residents and good neighbors 4 5 Drop box and rent collection procedures Accepting bids 6 7 Punctuality / Punching In Discussion, Questions and Answers 8

EXEMPLIFY IAM VALUES Any communication, signage, postings or notifications need to be typed professionally by management, not handwritten Property needs to be completely ready by office opening - including clean pools year-round Resident visits should be in accordance with move-in visit policy and renewal program Offices should not be closed without supervisor approval other than lunch in one person offices Rules can be enforced while being friendly and professional – talking to a resident is usually effective

DISPOSAL OF PROPERTY TYPES OF PROPERTY SALE NEEDS APPROVAL Appliances, water heaters, air conditioners, copper Parts, supplies, equipment Furniture, fixtures, electronics To sell old items, supervisor approval is needed BEFORE sale Receipt or bill of sale needed Proceeds go to miscellaneous income DISPOSAL NOT ACCEPTABLE EVER If an item is old, damaged and not salvageable Must be in accordance with EPA standards Must be documented Sale of items without supervisor approval and documentation Sale of items with proceeds going to staff Disposal without documentation

RESIDENT-OWNED PROPERTY DISPOSAL OF RESIDENT-OWNED PROPERTY RESIDENT-OWNED PROPERTY ANY ITEM LEFT BEHIND BY A RESIDENT INCLUDING CLOTHING LEFT BEHIND, SMALL APPLIANCES, FURNITURE, DECOR, TOYS, DISHES, ELECTRONICS ALREADY DISCUSSED SEE IAM FORM ”WHEN ITEMS ARE LEFT BEHIND” FOR SPECIFIC INSTRUCTIONS – MANAGEMENT SHOULD BE ENTERING FIRST PERISHABLE SHOULD BE DISPOSED OF ACCORDING TO LAW. ITEMS SHOULD BE INVENTORIED, DOCUMENTED IN FILE AND DISPOSED OF PROPERLY. NOT ACCEPTABLE EVER NOTHING SHOULD EVER BE TAKEN BY AN EMPLOYEE WITHOUT PRIOR WRITTEN NOTIFICATION FROM RESIDENT

APP JOB PROPER APPLICANT SCREENING SCREENING Would you rent your home to someone who did not pay their rent before or already owed you money? APP SCREENING THE PURPOSE OF SCREENING AN APPLICANT IS TO ENSURE THAT WE ARE MOVING QUALIFIED PEOPLE IN THAT WILL BE RESPONSIBLE RENTERS AND GOOD NEIGHBORS JOB Ensure that the application is completely filled out – ALL areas are important to make an informed decision. Review the application before the applicant leaves to make sure you have all the info Verify current and prior rental history are filled out. Verify all addresses that reflect under address information. Pay attention to whether there is an address discrepancy. If there is, require proof of address in the form of a utility bill. Verify that the applicants qualify at 3 times the amount of the rent. Recent pay stubs and verification of source of income are needed. Verify that the length of employment meets our qualifying criteria by contacting HR department or having resident provide hire info on stubs. Make sure that all data is entered accurately into Onesite the first time so that the score you get back is accurate. If file is incomplete, a decision cannot be made. Once file is complete, make the decision that is in the owner’s best interest. Do they fully qualify? Are they responsible renters and potentially good neighbors?

MISTAKES RESULTING IN UNQUALIFIED RESIDENTS Application Lacks info Income is not verified Rental history not researched Onesite info incorrect No JOB verification Ensure that the application is completely filled out – ALL areas are important to make an informed decision. Review the application before the applicant leaves to make sure you have all the info Verify current and prior rental history are filled out. Verify all addresses that reflect under address information. Pay attention to whether there is an address discrepancy. If there is, require proof of address in the form of a utility bill. Verify that the applicants qualify at 3 times the amount of the rent. Recent pay stubs and verification of source of income are needed. Verify that the length of employment meets our qualifying criteria by contacting HR department or having resident provide hire info on stubs. Make sure that all data is entered accurately into Onesite the first time so that the score you get back is accurate. If file is incomplete, a decision cannot be made. Once file is complete, make the decision that is in the owner’s best interest. Do they fully qualify? Are they responsible renters and potentially good neighbors? Screening detail not reviewed Move-in before decision

AGENDA

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NIGHT DROP BOXES 2 PROFESSIONALLY CLOSE AND POST MESSAGE STATING WHY 1 ALL DROP BOXES ARE CLOSED INDEFINITELY AT ALL TIMES ALL RESIDENT TO BE NOTIFIED OF PAYMENT PROCEDURES IN WRITING AND EMAIL 4 PAYMENTS CAN BE RECEIVED UNTIL 10:00 AM ON 4TH NOT LATE 3 ARRANGEMENTS NEED TO BE MADE TO HAVE ALL OFFICES OPEN ON 3RD OF MONTH 6 5 COMPASSION GOES ALONG WAY TOWARDS RESIDENT RELATIONS

THREE BIDS MUST BE TAKEN FOR WORK THAT CANNOT BE DONE IN-HOUSE BID PROCESS THREE BIDS MUST BE TAKEN FOR WORK THAT CANNOT BE DONE IN-HOUSE A SCOPE OF WORK MUST BE PREPARED FOR ALL WORK TO BE BID PHOTOS NEED TO BE TAKEN OF WORK TO BE PERFORMED A MINIMUM OF THREE ”APPLES TO APPLES” BIDS MUST BE RECEIVED BY QUALIFIED CONTRACTORS BIDS MUST INCLUDE WARRANTY PERIOD, START AND FINISH TIME FRAME, CONTRACT AMOUNT, REALISTIC PAYMENT TERMS IF BID IS IN RESPONSE TO AN INSPECTION OR NOTICE, A COPY OF THE DOCUMENT MUST BE SUBMITTED WITH THE BID PACKAGE ALL BIDS MUST BE SUBMITTED WITH A COMPLETED BID SUMMARY SHEET

PUNCHING IN/PUNCTUALITY PUNCHING IN DAILY ALL EMPLOYEES MUST PUNCH IN DAILY INCLUDING WHEN LEAVING FOR AND RETURNING FROM LUNCH REMINDERS SET REMINDERS IN OUTLOOK, ON AN ALARM OR YOUR PHONE TO REMIND YOURSELF AND YOUR STAFF TO PUNCH IN ADJUSTMENTS ARE TIME CONSUMING READY TO WORK EVERYONE SHOULD BE ON TIME READY TO WORK AS EXPECTED MAKE-UP, HAIR AND BREAKFAST SHOULD TAKE PLACE BEFORE REPORTING TO WORK BEFORE OPENING S.O.S MEETING TIMES HAVE NOT CHANGED PROPERTIES ARE TO BE WALKED WITH REMEDY LIST BEFORE OFFICE OPENING

DISCUSSION, QUESTIONS, ANSWERS Q&A DISCUSSION, QUESTIONS, ANSWERS