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

5 6 7 8 9 10 11 12 13 1 2 3 4

Home

MIDBELL MIDBELL arlington Mid bell Pax 913 mid bell Pax 913 Sunset Mid bell Mid bell Sloane Harding Mid bell

Date of call Reported by

1/7/2012 staff 1/12/2012 staff 1/16/2012 Shellie: HR 1/17/2012 Red 1/18/2012 1/7/2012 1/1/0/12 1/11/2012 1/13/2012 1/17/2012 1/19/2012 1/19/2012 1/21/2012 Kelly Tiley @ Aspen staff staff staff staff Red Red Red staff

Problem

no hot water no hot water at Ron's tub ice build up at end of drive water heater non operatinoal, replace KC broke out porch screens, reinstall screen and lattice, bill to KC leaking water valve leaking water valve bathroom floor trim loose pop off vavle on hot water tank leaking found hot water tank leaking drain backing up in basement refrigerator: found bad water line no power to back bedrooms

Contractor/solution Date of repair Cost

RLL 1/7/2012t/m RLL 1/12/2012t/m Sunshine 1/16/2012?

RLL 1/17/2012t/m RLL 1/17/2012 RLL RLL RLL RLL RLL RLL RLL RL/Spring elec 1/18/2012 1/19/2012

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 www.disabilityhousingnetwork.org, 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)  2011-12 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 24/7.

70. 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

Staff Contacts

Jacalyn Slemmer, Executive Director 614-595-4110 [email protected]

* Cathy Allen, Technical Assistance Consultant 419-732-1770 [email protected]

www.disabilityhousingnetwork.org

Questions and Answers