Property Management for Small and Medium-Sized Housing Corporations March 6, 2012

How Webinar Technology Works Only Cathy and the presenters can be heard; all others are in listen-only mode. Cathy will send each participant a two-digit code to enter into your conference call. This will give us a chance to activate your audio for questions. The control panel on your screen gives you a place to click to “raise your hand.” That will signal Cathy that you have a question. If we don’t get to you during the session, we will follow up with you afterward.

Goals for Today Hear an excellent example of a property management program from a medium-sized housing corporation. Review DHN recommendations regarding Property Management.

Today’s Presenters Bob King, Property Manager, PDC, Inc. (Richland County) Jill LaRock, Executive Director, Homecroft, Inc. (Greene County)

Property Management at PDC Bob King

Snapshot of PDC, Inc. We consider ourselves a smaller corporation with 17 units in 16 community homes. We also own 6 ICFs/DD homes we lease to the Richland County Board of DD and another provider for a total of over 100 residential opportunities in a wide variety of settings.

Lease Agreements The lease establishes contractual obligations, sets expectations and lays out responsibilities of the lessor and lessee, as well as providing legal grounds for recourse. Each tenant signs initial lease with PDC. Leases are updated/signed annually after rents are recalculated using the 30% model.

Home Maintenance: Three Keys 1. Maintenance need reporting/identification (See Handout 1) 2. Maintenance request/need tracking (Next slide) 3. Preventive maintenance planning/tracking (includes inspections)

Maintenance Request Tracking Home Date of callReported byProblem Contractor/solution Date of repairCost 1 MIDBELL1/7/2012 staffno hot water RLL 1/7/2012t/m 2 MIDBELL1/12/2012 staffno hot water at Ron's tub RLL 1/12/2012t/m 3 arlington1/16/2012 Shellie: HRice build up at end of drive Sunshine 1/16/2012? 4 Mid bell1/17/2012 Redwater heater non operatinoal, replace RLL 1/17/2012t/m 5 Pax 9131/18/2012 Kelly Aspen KC broke out porch screens, reinstall screen and lattice, bill to KC RLL 1/17/ mid bell1/7/2012 staffleaking water valve RLL 7 Pax 9131/1/0/12 staffleaking water valve RLL 8 Sunset1/11/2012 staffbathroom floor trim loose RLL 9 Mid bell1/13/2012 staffpop off vavle on hot water tank leaking RLL 10 Mid bell1/17/2012 Redfound hot water tank leaking RLL 11 Sloane1/19/2012 Reddrain backing up in basement RLL 1/18/ Harding1/19/2012 Redrefrigerator: found bad water line RLL 1/19/ Mid bell1/21/2012 staffno power to back bedrooms RL/Spring elec

The Inspection Loop Inspect Plan Fund Implement Inspect again (yes, a blatant rip off of the assessment loop).

Inspection Loop Keep it regular: stay on top of maintenance issues; create solid long term plans. How often: we conduct home inspections on our community homes three times per year and link the inspections to our seasonal preventive maintenance work. (See Handout 2)

Inspection Form 101 There are many excellent examples of home inspection forms/checklists posted at including one from DODD and one from HUD.

Fill out the form, please Adapt the form to meet your needs and systems Flush every toilet, run every faucet, test all kitchen appliances, GFCIs, smoke detectors/monitoring, HVAC systems, etc. Document, document, document: maintenance tracking and inspection follow up Divide and Conquer (See Handout 3)

Tenant Input Establish positive relationship with provider Follows person-centered practices Emphasize health and safety as first priority Utilize input to assist in development of capital improvement plan

Money Makes the Roof Go On CCA/RRP/RHAP: basic funding County Board supports Other funding streams The 30% rule

Capital Planning at PDC Capital Reserve planning model (See Handout 4) PDC Capital Improvements Plan (See Handout 5)

DHN Recommendations for Property Management Housing Corporation Self-Assessment Tool: Jill LaRock

Self-Assessment Tool: Rent Collection 65. HC has leases in place noting monthly payment, payment date, and late penalties. 66. An individual tenant ledgers noting rent received, deposits provided. 67. A system of internal controls for receipt of funds.

Self-Assessment Tool: Maintenance 68. A system for logging in, prioritizing, tracking work orders (data base). 69. A system for handling emergency calls 24/ A furnace inspection by certified personnel. 71. An electrical inspection by certified personnel. 72. Tests for radon. 73. HC tests the quality of potable well water. 74. Property Committee.

Self-Assessment Tool: Maintenance 75. Safety Policy. 76. Safety Committee which meets routinely. 77. Policy and/or procedure for mold including how to inspect and what to do if found. 78. Policy/protocol for the identification and treatment of bed bugs. 79. Requirement that Board members visit a sample of properties. 80. Requirement that top executive to visit all properties annually.

Self-Assessment Tool: Maintenance 81. Safety Policy for its properties. 82. A standard for the installation of Fire Safety equipment in all properties. 83. Fire Safety equipment inspected according to NFPA and equipment inspection/ replacement standards.

Self-assessment Tool: Safety 84. A partnership with support agencies and county boards program in place to evaluate tenants ability to evacuate in fire and provide special accommodations if they can’t successfully self evacuate. 85. Fire safety is part of regular inspection. 86. A protocol for tracking fires, alarms, etc.

Self-Assessment Tool: Tenant Relations 87. Tenants are involved in property selection and special adaptations. 88. System in place for regularly informing tenants how to resolve complaints and/or initiate repairs. 89. Leases are explained to tenants. 90. Regular solicitation of input from tenants/families with regard to satisfaction and continuous improvement.

DHN Technical Assistance Funded by Ohio Developmental Disabilities Council Provides DHN consultant who can: – Assist with self-assessment – Attend/facilitate board meetings – Attend/facilitate stakeholder meetings – Facilitate strategic planning retreats – Provide consultation on board development, policy development and housing operations

Upcoming Events April 4 Webinar – Understanding the Master Contract Spring Conference - April 17 and 18, in conjunction with OPRA May 2 Webinar – Operating Budgets Spring Regional Meetings: – Northeast: March 7 – East: May 8 – South: May 9 – West: May 15 – Northwest: May 16

Jacalyn Slemmer, Executive Director * Cathy Allen, Technical Assistance Consultant Staff Contacts

Questions and Answers