Opening Session

9:00 a.m. – 11:00 a.m.
Join FAA leadership for an annual update before hearing from the conference’s opening keynote speaker, Sarah Thomas. Josh Gold, FAA executive vice president, will deliver the State of the Association Address, which will be followed by industry and association updates from FAA President Katie Wren and from NAA Chairman Mike Clow. FAA will announce the newest member of the FAA Hall of Fame, provide an update on the 2020 FAA legislative priorities and recognize the platinum sponsors of this year’s conference.

Making My Mark: My Journey to Becoming the First Female NFL Official
FollowFollowing the State of the FAA annual address and recognition of the newest member of the FAA Hall of Fame, Sarah Thomas will share her story of becoming the NFL’s first permanent female official and one of Sports Illustrated’s 100 Most Influential NFL Figures of All Time. Sarah Thomas was the first female official ever to work a major college football game, to officiate a bowl game, and to officiate in a Big Ten stadium, and made postseason history during the Patriots-Chargers 2019 AFC Divisional championship as the first woman to officiate a playoff game. Now she’s sharing essential leadership lessons from her journey to the top of a male-dominated industry and vital insights on shattering the glass ceiling in the world of professional sports that can be applied to any field or industry. Takeaways to help you break through in your own career will range from staying focused under pressure and creating change, to managing work-life balance and being the best you can be.

Speaker:
Sarah Thomas, First Female NFL Official 

Cultivating Culture: Building a New Sense of Self in a Dynamic Employment Landscape

3:15-4:45 p.m.

Everything about the multifamily industry is competitive. From new developments competing with each other to supplier partners vying for the attention of apartment operators — it all comes down to who offers the most to attract the target audience.

Everything revolving around multifamily is competitive. From new developments drawing significant competition with each other to supplier partners all vying for the attention of apartment operators – it all comes down to who offers the most to attract the target audience.

To minimize employee turnover in the dynamic landscape, it is vital an organization offers the right culture, brand, mission, and vision to build job satisfaction. This session will address critical insights and initiatives to cultivate a strong company culture as well as offer best practices to market the culture to both internal and external audiences —not only to attract but also to keep high caliber employees.

Learning Objectives:

  • Panelists will share best practices in finding a balance between “old” and “new” culture initiatives and goals.
  • Attendees will gain insights into how social media, online reputation, and reviews play into a company culture. 
  • Panelists will discuss the importance of internal and external marketing to ensure the public persona matches the internal persona. 

Moderator:
Dana Caudell, The Bainbridge Companies

Panelists:
Heidi Jehlicka, The Bainbridge Companies
Kara Rice, Swift Bunny

Organically Grown Maintenance

3:15-4:45 p.m.

Our country is in a real crisis. The fields of skilled workers have been over harvested and not enough seeds have been planted. As a result, there are simply not enough skilled workers to fill all the open positions. This session will give participants new ideas to cultivate their own soils, expose the right seeds, and provide the nutrients to grow their own maintenance teams organically. The seeds planted today will be the harvest of tomorrow. 

Learning objectives:

  • Create new cultures to engage our new workforce.
  • Train existing workforce to mentor the new.
  • Create career paths for growth.

Speaker:
Andy Meador, McDowell Properties

90-Day Social Media Renovation Plan

3:15-4:45 p.m.

Session Description

Having a solid social media strategy is essential for every apartment community. Renters have their eyes on social media, which is one of the top five renewal drivers. Investing in social media is crucial, and this 90-day plan helps you get it right. Whether you’re new to social media or you’re looking to improve your existing presence, this session will show you where to start.  

Learning objectives:

  • Understand how renters incorporate social media into their apartment search
  • Develop key action items to manage social media along with daily operational duties
  • Create engagement and foster a sense of community with thoughtfully curated content

Speaker:
Lia Nichole Smith, ApartmentRatings and SatisFacts, Divisions of Internet Brands

The Masters Session (invitation only)

3:15-4:45 p.m. 

Senior executives in multifamily management will explore shared challenges in a roundtable discussion. Topics will be determined by participants in the session.

Maximizing NOI in Slowing Markets

5:00–6:00 p.m. 

Even the slightest slowdown in rent and revenue growth can impact bottom line net operating income (NOI), but investors and owners expect to see budgeted NOI met, regardless of changing market conditions. In this session, panelists will discuss actual Florida market results and forecasts, and how owners and operators are being creative in order to meet year over year and budget expectations. 

Learning Objectives:

  • Understand rent growth performance through the end of Q1 2020. The conversation will begin with a comprehensive market performance overview for all Florida major and some tertiary markets. View data holistically as well as relative to asset class, age of product, urban vs. suburban, etc.
  • Understand supply, demand, and occupancy performance in Florida markets through the end of Q1 2020, and how forecasts impact those metrics through the remainder of 2020 and into 2021.
  • Understand how panel members are adjusting overall asset strategy in order to meet NOI expectations with revenue decreases, discussing specifics relative to:
    • Changes in leasing strategy.
    • Changes in expense strategy.
    • Changes in hiring strategy.

Moderator:
Tracy Saffos, RealPage, Inc.

Panelists:
David Bales, Millennia Housing Management
Darren Pierce, ZRS Management

100% "Almost" Ready

5:00–6:00 p.m. 

Turning vacant apartments to rent-ready conditions is one of the most time-consuming tasks your maintenance teams perform. Unfortunately, this task can also be one of the biggest time-wasters. By streamlining your process, your team will discover more time to perform other tasks and will be able to communicate ready dates more effectively. As a result, rent loss will be reduced to a minimum. This session will dig deep into this process and offer alternative methods and new ideas to ensure your teams are being efficient with both time and money. Participants will be given a three-step improvement template that can be immediately applied to any team at any property.

Learning Objectives:

  • Better quality of rent-ready units.
  • Increased efficiency.
  • Reduced rent loss.

Speaker:
Andy Meador, McDowell Properties

Decoding Difficult Residents

5:00–6:00 p.m. 

Residents say the darndest things, and sometimes even the unimaginable! As professionals, part of the job is managing difficult conversations and minimizing explosive situations. Learn the top three resident complaints, best practices on how to keep your cool and how to respond (not react) to even the most outrageous encounters. 

Speaker:
Lia Nichole Smith, ApartmentRatings and SatisFacts, Divisions of Internet Brands

Rekindle Your Fire to Reignite Your Purpose

8:30 –9:30 a.m. 

Passion can be defined as an intense emotion, a compelling enthusiasm, or a strong desire for something. Passion is when you put more energy into something than is required just to do it. It is more than just enthusiasm or excitement: Passion is ambition turned into action, to put as much heart, mind, body, and soul into something as is possible.

Passion without specific goals, direction, or purpose, however, can become frustrating — like having your foot all the way to the floorboard on the gas pedal of your car, burning a lot of fuel, yet going nowhere.

So, how can we make our passion effective and meaningful, to add real value to our lives and the lives of others?

When challenges take their toll on your energy level, you need a rekindling of your passionate spirit to uncover the most creative marketing, selling, and management ideas.

Do you ever wonder how you can be more, do more and create more success in your role at work? Are you curious about how to rise above stresses of the daily grind with your residents while displaying exemplary performance to those around you? Or maybe you’ve just been trying to figure out how to make a difference and get ahead. If any of this sounds familiar, perhaps you simply need a road map to figure out your destination and how to get there.

Learning Objectives:

  • Identify what is killing your passion at work.
  • Understand how to deal with personality differences and multi-generational challenges.
  • Overcome resident and team conflict and how to deal with those difficult situations.
  • Define six steps to recreating your passion with purpose.
  • Develop a personal pledge to be your best for 2020 and beyond.

Speaker:
Jackie Ramstedt, Ramstedt Enterprises, Inc.

The Evolved Maintenance Professional: Forging the Tools You Need

1:15-2:15 p.m. 

Less stress. More accomplished. Better resident relations. Maintenance teams are the most underutilized underappreciated driver of topline revenue for a portfolio. While the leasing team “closes” a prospect, our heroes in maintenance have the greatest impact on lease renewals and property reputation. Learn how to handle any resident issue or complaint, sell any resident on renewing their lease, and get more done in less time and with less stress than you ever thought possible.

Speaker:
Matt Easton, Leasing University

Trail Blazing Your Way to the Table with Confidence

1:15-2:15 p.m.

It is widely accepted that across industries, women face unique obstacles in becoming senior leaders, and the multifamily industry is no different. Elizabeth Francisco will lead a panel made up of women who have successfully navigated their way to senior leadership and ownership. As a woman who rose from a leasing agent to a successful vice president in property management, and ultimately president and founder of a multimillion-dollar software company, Francisco offers firsthand experience. The panelists will share their perspectives on the challenges they faced, the mistakes they made, and ultimately how they achieved success. You will gain helpful insights into how they prepared for senior leadership differently and identify what may be holding you back in your own career growth. 

Learning objectives:

  • Learn how to overcome hurdles in your personal career growth.
  • Learn the steps to bridge the gap from property manager to portfolio manager and beyond.
  • Learn how to prepare for senior leadership and how to ensure success once you arrive at the table.

Moderator:
Elizabeth Francisco, ResMan

Panelists:
Nicolle Block, Lincoln Property Company
Mary Howell, Legacy LLC
Stacy Stemen, Passco Companies


Unleash Your Pet Policies

1:15-2:15 p.m. 

Pet owners are one of the fastest growing segments in rental housing. Statistics show that 62% of rental units have pets and at the rate of 1.3 pets per household. Additionally, assistance animal accommodation requests are on the increase and, property managers agree, the validation process can be confusing to navigate. Should a community even accept pets or just say “no pets”?  This session will examine pet policy trends across the country as well as the latest HUD guidelines and state legislative actions specific to assistance animal accommodation requests. The panel will explore industry data and policies related to breed restrictions, vaccination details, age and size limits, and insurance options. Many companies are losing pet revenue for a variety of reasons, but is there an opportunity to increase revenue related to pets? 

Learning Objectives:

  • Understand policy trends for pets, no pets, and assistance animals to help ensure a welcoming, but accountable, community culture.
  • Review industry-data that might change minds and open hearts regarding breed, weight, and age restrictions, and generate new revenue
  • Learn the latest HUD federal guidelines and state legislative actions related to assistance animal accommodation requests and subsequent misrepresentations

Moderator:
Moderator: John Bradford, III, PetScreening

Panelists:
Amanda Gill, FAA
Melanie Lundy, Rich Properties
Bonnie Smetzer, JMG Realty Inc.

Reinvent the Wheel: Integrate Self-Guided Tours into Your Leasing Strategy

2:30-3:30 p.m. 

Self-guided tours are all the rage. Implementing them could create on-site efficiencies and reduce the number of leasing agents needed. Not so fast. The most effective owners and operators aren’t looking to replace leasing agents with a self-guided tour app. Instead, they’re integrating self-guided tours with agent-led tours to maximize lease volume and closing ratios. This panel of industry experts will discuss how they’ve integrated self-guided tours with leasing agent activities, what technologies they have in place to secure the community and guide the tour process, and what the results of their efforts have been.

Learning Objectives:

  • How to effectively integrate self guided tours with leasing agent-led tours
  • What features and benefits are needed from technology to make self-guided tours and leasing agent-led tours work together
  • How to maximize returns by using both agent-led tours and self-guided tour technologies

Moderator:
Karen Gladney, Power Pro Leasing

Panelists:
Joe Melton, The Morgan Group

Turn a Lead into a Lease: Win with Value Selling

2:30-3:30 p.m.

Selecting the right apartment is confusing and stressful to renters, and building and showing value is one of the most difficult and important skills a leasing agent can have. This skill is more important than ever as many communities are locked in a “race to the bottom,” offering promotion after promotion to close the lease. Learn how knowing what is important to your renter and placing value on the gap between their current living situation and ideal apartment will eliminate your need to engage in a pricing and incentive war with your competitors.

Speaker:
Matt Easton, Leasing University

From Self-ies to Us-ies: 10 Sure Fire Tips to Amazing Customer Service

3:45-4:45 p.m.

Even with all we do for our customers, they STILL aren’t happy? Sound familiar? Creating value for higher rental increases is a matter of perception. What we think they want versus what they REALLY want can be diametrically opposing viewpoints. The customer’s perception is YOUR reality. “The goal as a company is to have customer service that is not just the best but legendary,” says Sam Walton of Walmart.  This session will show 10 surefire ideas that businesses outside the multifamily industry are doing to improve customer service response times and bring overall customer satisfaction levels to new heights.

Learning Objectives:

  • Reviewing your current customer service strategies and analyzing your plans
  • Discovering how other companies are addressing these challenges through real-world case studies 
  • Identifying and creating 10 top ideas to put into place for immediate results 

Speaker:
Jackie Ramstedt, Ramstedt Enterprises, Inc.