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 Bonnie Smetzer and from NAA Chairman Mike Clow. FAA will announce the newest member of the FAA Hall of Fame, provide an update on the 2019 FAA legislative priorities and recognize the platinum sponsors of this year’s conference.

The Sky is Not The Limit: Lessons From A Year in Space
During his record-breaking year in space, U.S. astronaut Scott Kelly captivated the world while laying the groundwork for the future of space travel and exploration. While science was at the core of Kelly’s groundbreaking expedition, it’s his life lessons and personal stories from 229 miles above Earth that provide such a unique perspective on embracing risks and discovering one’s true potential to achieve the impossible. With a journey that exemplifies the power and resilience of the human spirit, Kelly reveals the choices and life events that paved his way. From U.S. Navy fighter pilot to record-holding astronaut, Kelly’s contribution to humanity is as far reaching as his epic story. Kelly reflects on his journey with his trademark candor, humor, and humility. From the leadership and teamwork required in such demanding conditions, to the long-term deprivation from loved ones and Earth itself, Kelly delivers a truly one-of-a-kind experience.

Captain Scott Kelly, History-Making U.S. Astronaut & Retired U.S. Navy Captain

Houston We Have a Problem: Customer Service Levels are Low

2:45 p.m. – 4:15 p.m.

In a today’s world of automation, customers have been trained to sacrifice customer service for expediency. Robo calls, virtual sales reps, and scripted call centers are all contributing to the “automated, but immediate service” concept, possibly leading to the extinction of a personal touch. As a manager it is often difficult to train and maintain a team that can be successful in meeting the expeditious expectations of residents, while still delivering out-of-this-world customer service. This session will dive into the past, present, and future of customer service, discussing the service expectations and experiences of the Baby Boomers and Generations X, Y, and Z.  Participants will hear creative ideas and techniques for launching a new “Customer Service Flight Plan” that will rocket them to 5 star reviews. Welcome aboard flight FAA2019 — destination “Planet Service”!

Don Sanders, Principal, Trainer Don’s World

Let's Talk About Tech, Baby

2:45 p.m. – 4:15 p.m.

To stay profitable in the property management industry, you need to partner with top-notch technologies to streamline your business and give your residents the effortless experience they’ve come to expect. In addition to automating receivables and payables, there are exciting new solutions to keep your business ahead of the curve. Find out what’s trending in tech among the leading property management companies in the industry. It’s time to hop on the tech train — or be left in the dust by your competition.

Laura Trussell, Senior Director of Operations, PayLease

Stuart Ashley, Director of Sales, Zego
Brad Long, Chief Revenue Officer, LeaseHawk
Lynn Musil, Founder and Chief Executive Officer, DebtLogic
Demetri Themelis, Co-founder, Knock

Life Cycle of a Building

2:45 p.m. – 4:15 p.m.

If you have ever wondered how long something should last or when to expect an item will need to be repaired or replaced, you should attend this session. In this engaging seminar, you will learn the standards and life expectancy of construction materials, maintenance equipment, and appliances. You will also receive a checklist of what to expect in 0-5 years, 5-10 years, and beyond. If you want to stay ahead of service requests, repairs and capital projects— this session is for you!

Mark Cukro, President, Plus One Consulting Inc.

Maintenance Trek: Boldly Going Where No One Has Gone Before

4:30 p.m. – 6:00 p.m.            

Hear the stories from the maintenance department on-board the starship Multifamily.

The maintenance department’s continuing mission is to seek out new trends and technologies that can help a maintenance operation to run more effectively. Learn about new gadgets and gizmos that are not only cool but functional and will allow you to boldly repair what another has constructed before!

Paul Rhodes, National Safety and Maintenance Instructor, NAAEI

Know Your NAA/FAA Lease

4:30 p.m. – 6:00 p.m.            

If you’re like most FAA members, you use it every single day — and yet, how well do you know the Florida Lease? Join Scot Haislip, vice president, National Lease Program, and counsel for the National Apartment Association, and Ryan McCain, partner at Barfield, McCain PA, for a discussion of the key provisions of the Florida Lease (also known as FAA Click & Lease, powered by Blue Moon) as well as other important forms from the NAA’s National Lease Program.

In this session, you will learn about:

  • Specifics of the lease documents, and how to make the lease work for your needs.
  • Common resident violations, including nonpayment, criminal activity, noise, Airbnb,
  • fraudulent leases, and mold, and how the lease provides protection.
  • Landlord remedies in the event of breach/default of the lease.
  • Lease renewal and non-renewal provisions, including notice requirements.
  • Appropriate charges pursuant to the lease (pet rent, damages, late fees, attorney
  • fees, etc.).
  • Commonly used lease addenda, their uses, and the limitations based on Florida law.

Darren Ayoub, Attorney, Barfield, McCain P.A. 
Scot Haislip, Vice President of National Lease Program and Counsel, NAA
Ryan McCain, Partner, Barfield, McCain P.A. 

Become a Productivity Powerhouse: Accomplish More While Keeping Your Sanity

4:30 p.m. – 6:00 p.m.            

Factoring in all we’re expected to accomplish in this fast-paced, competitive and consumption-based society, it’s no wonder at times we may feel completely overwhelmed and defeated. Consequently, those feelings can diminish efficiency and effectiveness, leading to further stress. Between texts, emails, phone calls, meetings, planning, errands, appointments, and a term Posey coined — “lifeing” it can all be exhausting. How are we supposed to get it all done? If this sounds like you, Posey can help! She’ll share the seven greatest productivity hacks that have helped her accomplish more and feel less stressed in work and in life.

Marla Posey, Chief Executive Officer, Spark Multifamily Learning & Consulting

The Economic Impacts of Loyalty

8:30 a.m. – 9:30 a.m.

Customer service is about relationships which are usually established during the leasing experience. In this session, learn how to attain and retain residents with a relationship of loyalty, respect and mutual benefit. Blake has designed a Loyalty Plan for property management focused around the four economic impacts of loyalty: relationship, reviews, renewal and referral.

Toni Blake, President, Totally Toni

Prove Your Worth: Maintenance Saves Money

8:30 a.m. – 9:30 a.m.

Can you measure the impact of preventive maintenance across your portfolio? Maintenance processes, documentation, and accountability can vary widely from community to community. In this session learn how to build a scalable preventive maintenance program that fits the needs of your portfolio. By using an analytics-driven approach you can extend the life of your assets, increase NOI, and reduce expenses.

Join a panel of industry maintenance experts who will share best practices and common roadblocks towards creating a preventative maintenance program.

Alex Mauro Ross, Director of Client Success, InfoTycoon

Angel Davila, National Maintenance Trainer, Monarch Investment & Management Group
Zach Howell, Principal Consultant, B.E.A.R Consulting Services

Applicant Identity Fraud: Detect Imposters with Technology

9:45 a.m. – 11:00 a.m.

Lease application identify fraud comes in many shapes and sizes, but one thing is certain—it’s increasing rapidly. Many property managers have been hit by some form of identity-related fraud, which may result in thousands of dollars in losses from renters using fraudulent identities or otherwise misrepresenting their intentions. In this session, we look at the reasons behind lease-applicant identity fraud, types of fraud perpetrated, costs and other effects, and how to protect against it.

Keith Gibbons, Southeast Regional Account Executive, CoreLogic

Michaela Kelly, ID Analytics
Michelle Lawrence, Director of Compliance, WRH Realty
David Perez, Chief Operating Officer, Carroll Organization
Lori Trainer, Transitions and Acquisitions, Pinnacle

Day One Disasters: The Biggest Mistakes Managers Make When Welcoming a New Team Member

9:45 a.m. – 11:00 a.m.

Short staffed? Join the club. In today’s tight job market, finding quality team members for your leasing office or maintenance team is nearly an impossible task. Once you finally land that new-hire, don’t blow it by botching their first day. In this session, we’ll dive into the 7 cringe-worthy mistakes hiring managers make that cause new hires to make a fast break for the exit. More importantly, we’ll identify what you should do differently to help your new team member feel valued, welcome, and eager to contribute. You’ll walk away with practical, actionable solutions to improve your onboarding experience and slow down the revolving door that is high employee turnover.

Kara Rice, Founder, Experiment Learning & Talent Development

Mission Marketing: Position Your Community for Success

1:15 p.m. – 2:45 p.m.

Toni Blake will help your team transform your community into the best choice for residents with a strategic value-positioning marketing plan. Increase your value through 10 transformative moments during the leasing experience. From building an inspired online reputation, to fresh approaches to the property tour, Blake shows you how to use neuromarketing theories to make your property stand out. Blake will show you infinite possibilities for your 2019 marketing plan.

Toni Blake, President, Totally Toni

Techniques to Attract and Retain Top Talent in Today's Market

1:15 p.m. – 2:45 p.m.

Finding top talent in property management can be very difficult. In this session, hear techniques for sourcing candidates, interviewing, closing the deal on offers and retaining your best talent. Employees are the foundation of any great company. We help property management companies understand how to find, hire and retain the best property management professionals. It is no longer an employers market, it’s an employees market.

Brad Schwartz, Founder and President, MSB Resources LLC

Vanessa Arevalo, Senior Regional Property Manager of Florida, GrandPeaks
Kevin Paustian, Residential Asset Manager, Morguard Management Company
Dr. Kate Sosa, Vice President of Human Resources, Housing Trust Group
John Talano, Senior Vice President, Morguard Management Company

Legislative Update: Insights from DC and Tallahassee

1:15 p.m. – 2:45 p.m.

Make your voice heard and help determine FAA’s legislative priorities for 20. Fred Tayco, NAA director of external affairs and FAA government affairs director Amanda Gill will share what is happening on the Florida political scene and at the national level, as well as what bills affecting apartments could be headed to Tallahassee next year. The platform meeting also highlights FAA’s advocacy history and how to become involved in the FAA legislative and APAC committees, as well as APAC goals for the coming year.

Fred Tayco, Director of External Affairs, NAA
Amanda Gill, Government Affairs Director, FAA

What Are We So Afraid Of?

3:00 p.m. – 4:30 p.m.

In this session, join Michelle Poler in a talk that will change your perception of fear and inspire you to take action. With authentic storytelling, engaging visuals and her “100 Days Without Fear” experience, Poler will show you how to challenge your comfort zone to tap into your full potential. In this fun and energizing session, you’ll learn about:

  • Dealing with the unknown
  • Seeking growth over safety
  • Embracing authenticity
  • Daring to fail
  • Leading with accountability
  • Redefining fear, from obstacle to opportunity

Michelle Poler, Fear-Facer, Speaker, Youtuber