Fair Housing Pitfalls for Maintenance Professionals to Avoid While Managing the Customer Experience

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Elevate your maintenance team’s expertise with our upcoming webinar: “Fair Housing Pitfalls to Avoid in Managing the Customer Experience for Maintenance Professionals.” In today’s ever-evolving multifamily environment, compliance with fair housing regulations is more complicated and nuanced than ever before!

This session identifies the most common issues faced by Service Professionals while interacting with residents and shares proven industry best practices to minimize the possibility of your community being named in a fair housing complaint or lawsuit.

Our review of the current fair housing guidance and best practices will equip maintenance professionals with the knowledge and strategies needed to navigate potential pitfalls. From understanding key regulations to implementing best practices in customer interactions, attendees will gain invaluable insights to foster a culture of compliance and excellence within their organizations. Join us to ensure your team is well-prepared to provide exceptional service while upholding fair housing standards.

Must Attend For

✓ All on-site and multi-site personnel including Regional/Area Managers
✓ Community Managers
✓ Maintenance Managers
✓ Service Professionals
✓ Training and HR Professionals.

• Why do some residents get special treatment?

• What exactly are “reasonable accommodations” and “reasonable modifications”.

• Is there a fair housing friendly way to prioritize and assign service requests?

• Am I liable for the actions of my contractors and vendors?

• What is the best way to handle these special situations:
◦ Unauthorized occupant or animal
◦ Evidence of drug use
◦ Hoarding
◦ Rental inquiry
◦ Complaint about staff
◦ Allegations of harassment by a resident
◦ Request for reasonable accommodation or modification.

• Review most recent fair housing guidance issued by HUD and DOJ.

• Explore the expanded definitions of some protected categories.

• What are the compliance responsibilities of Service Professionals.

• How to communicate in a fair housing compliant manner.

• What constitutes a hostile environment.

• Why to just say no to gifts, favors and off-the-clock requests for work.

• The very thin line between disrespect and discrimination.

• Maintaining resident and employee privacy.

• Why steering, disparate impact and jargon are not just considerations for the office and leasing teams.

• Managing the complications of living where you work.

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Presenter

Doug Chasick

(CPM®, SLE)

Doug Chasick, That Fair Housing Guy™, is the former President of the Fair Housing Institute, Inc. With more than 49 years of investment real estate experience, he began as the Resident Manager of a 524-unit apartment property and has been the President or CEO of five real estate companies, responsible for portfolios of over 28,000 apartments, and more than 8 million square feet of commercial, retail and industrial properties. Doug was awarded his CPM® in 1979 and was a member of the IREM National Faculty for eight years. A Senior Instructor member of the NAAEI Faculty, he leads the Advanced Facilitator Training course, is the co-author of “Outstanding Facilitation…