May / June 2021

Journal of Property Management May/June 2021 Tenants’ perspectives Attracting the next generation and adapting to today’s amenity demands

› Catering to commuters in Montreal › Fostering an inclusive environment › Announcing the Elaina’s Sustainability Fund recipients Contents May/June 2021

IREM® Maintenance and Risk Features Management Skill Badge 06 Next-gen appeal 12 Accelerated Effective building maintenance starts with a skilled maintenance team. And the demand for well- amenities trained maintenance professionals is at an all-time high. By John Salustri

As a leading provider of real estate management education, IREM has expanded its curriculum to include a Maintenance and Risk Management Skill Badge. By earning this Skill Badge, your maintenance team will learn best practices and action steps for running a comprehensive maintenance and risk management program that reduces potential loss and preserves the owner’s investment.

Earning this badge requires taking an online course and exam Elements of the course include: 04 Departments 18 Global practices • Developing a customized maintenance and risk management program Dashboard An amenities survey, • Conducting and monitoring property inspections short-term leases, and 22 DE&I New pricing! digital marketing for offices • Maintaining building systems $430 members 24 Government affairs • Developing emergency and disaster plans $510 non-members

28 IREM Foundation: Elaina’s Sustainability Fund Experience the difference a trained maintenance team makes in optimizing a building’s performance. 32 Property spotlight 24 34 New certifications REM-015 Learn more at irem.org/skillbadges Cover image: Rendering of Devimco Immobilier ©Graph Synergie irem.org/jpm | | 1 President’s letter

Location, location, location! That’s the timeless refrain when it comes to real estate, and it’s still true to this day. But May.June 2021 / Vol. 86, No. 3 there’s a deeper meaning in that maxim we can take to heart as property managers: Location matters when it’s where people want to be. The theme of this edition of JPM is the tenant President | W.A. “Chip” Watts IV, CPM, CCIM and resident perspective. Our profession might very well not President-Elect | Barry Blanton, CPM require the level of specialized skillsets that it currently does

Secretary/Treasurer | Renee M. Savage, CPM, CCIM were it not for the numerous types of end users we serve. In

CEO/Executive Vice President fact, IREM is unique in the real estate management commu- Denise Leduc-Froemming, CAE, MBA, CPA | [email protected] nity in that we serve professionals in all asset classes! Vice President, Knowledge Solutions Wendy Becker, J.D. | [email protected] One of the initiatives of my term as IREM president is Vice President, Marketing and Business Development partnerships. IREM was founded out of the recognition that Chip Watts, CPM, CCIM, at IREM Advocacy Impact Day Donna August | [email protected] skilled, educated, and certified professionals are needed to Production Manager Jared Kimball | [email protected] maintain relationships and satisfy the needs of tenants, res- the distinction between house and home, but we would be idents, owners, and investors. What each of us as real estate well served to extend that same care in seeing our buildings Director, Corporate Business Development/Advertising Sales Brian Lozell, CPM | [email protected] professionals can do right now is take stock of our relation- as communities for those who spend their lives (or careers) ships with key stakeholders and ask ourselves: What more within them. In the second installment of IREM’s diversity, JPM®, Journal of Property Management (JPM® ISSN 0022-3905) is published could we do to move from building relationships to cultivat- equity, & inclusion (DE&I) column on P22, you can take bimonthly by the Institute of Real Estate Management, 430 N. Michigan Ave., Chicago, IL 60611. Internet: www.irem.org. This publication is provided as a ing partnerships—not only partnerships with those we serve, a deeper look at what it means for property managers to medium for the expression of individual opinion concerning management practices and procedures. The articles and advertisements printed herein but also those across the broad spectrum of real estate? create an environment that is truly inclusive. do not necessarily represent the endorsement of the Institute of Real Estate Management or of the majority of its members excepting such statements that are so designated. The editors exercise only a general supervision of the material and assume no responsibility for claims made in advertisements or for opinions and We all know that tenant satisfaction is a key driver of man- Elaina Tattersdale dreamed of creating a better world by IREM® Skills statements expressed in articles. aging a successful property, and it’s also an indication that improving sustainability in the built environment. Sadly, IREM®, Certified Property Manager®, CPM®, Accredited Residential Manager®, we’re performing our jobs well as property managers. IREM Elaina passed away of cancer in 2019 at just 35 years old. Her ARM®, Accredited Management Organization®, AMO®, Income/Expense Analysis®, On-demand Courses Expense Analysis®, MPSA®, and JPM® are registered marks of the Institute of Federal Housing Advisory Board Member Eileen Wirth parents, 2020 IREM President Cheryl Gray and her husband, Real Estate Management. explores how property managers can better apply a part- Rick Gray, had an idea: The family would donate $50,000 to Reprints: Material in this publication may not be reproduced in any form without written permission of the publisher. For volume reprints or e-prints, nership approach to developing relationships with building the IREM Foundation to seed a new fund that would support email [email protected]. occupants in this issue’s Government affairs column on P24. sustainability in Elaina’s name. Her passion for making a Copyright ©2021 by the Institute of Real Estate Management. All rights reserved. Periodical postage paid at Chicago, Illinois, and at additional difference will live on through the new Elaina’s Sustainability mailing offices. Subscription rates: $62.95 for one year; single copy $8.53. Remittances, undeliverable copies, and subscription orders should be sent to Across asset classes, we can observe the increasing Fund, and IREM is truly honored to steward her legacy. On ® Build property management the JPM offices. demand for newer and better on-site amenities, and the P28, you can get a closer look at the person behind the name, ® Postmaster: Send address changes to JPM , Journal of Property Management, ever-increasing array of innovative options being developed the initial class of grant recipients, and what this will mean skills and get up to date on Fifth Floor: 430 N. Michigan Ave. Chicago, IL 60611. Printed in U.S.A. Institute of Real Estate Management Diversity Statement | IREM practices to satisfy those demands. For a closer look at the creature for the larger IREM family moving forward, including how diversity. We are an inclusive organization that embraces and values differences emerging topics in as little as and welcomes individuals of all races, genders, creeds, ages, sexual orientations, comforts tenants are looking for in 2021, check out the you can support the fund. gender identities, and national origins and individuals with disabilities, providing feature on amenities on P12. an hour. an equal opportunity environment among its members, vendors, and staff. We’re nearly at the halfway mark of 2021. Time flies when Institute of Real Estate Management Sustainability Statement | The Institute of Real Estate Management (IREM) is dedicated to supporting While these extra on-site conveniences are becoming you take it one day at a time. That’s how we made it through real estate management strategies that advance an environmentally sustainable and economically prosperous future. increasingly indispensable to properties vying for the last year and a half and through the most trying of best-use occupants, deft renters like those of Generation Z times—and it’s how we’ll continue to come out on top of ieone now entering the residential market remind us that fancy whatever obstacles lie ahead! Enjoy the arrival of summer photos and flattering descriptions aren’t enough to fill units. wherever you are, and I eagerly await bringing y’all more Read what will get Gen Z residents signing and renewing great news from IREM in the next edition of JPM. leases on P6.

Any effort spent attracting tenants and residents is for naught if they don’t feel like an integral and valued part of Publication Management W.A. “Chip” Watts IV, CPM, CCIM 847-205-3000 | glcdelivers.com the properties they’re renting. We can easily understand IREM President

irem.org/jpm | | 3 dashboard

93% of U.S. Time to Leases on roughly apartment 1.5 billion square renew feet of retail space seekers in the U.S.—14% of use online the retail market— are set to expire reviews Rendering © The Ion Houston Rendering this year. This is in in their large part due to the Mixed innovation increased popularity Rising up on the site of a former Sears building in search for of short-term leases. Houston, the innovative Ion, a 260,000-square-foot structure, plans to bring entrepreneurial, corporate, a rental and academic tenants together in a collaborative community. In an effort to support startups working on smart city solutions, the development will include 74% of the Ion Smart and Resilient Cities Accelerator in renters partnership with the City of Houston, Microsoft,

Image: iStock.com/ismagilov Image: and Intel. Projected to open in 2021, the Ion also read up to Source: CNBC, “As store owners sign more short-term leases, landlords are taking a risky bet on the future of retail” will include: • Shared workspaces 10 reviews • Prototyping and maker resources before Shifting expectations • Commercial offices • Restaurants and cafes making a More than a year into the COVID-19 pandemic, an updated picture Read more • Academic and event spaces of tenant expectations is coming into focus. A survey of more than about popular decision • Indoor and outdoor communal areas 10,000 apartment seekers in February 2021 revealed that lifestyle amenities in the feature on P12. • Shared amenities improvement was the main motivator in apartment selection, with Source: ionhouston.com For upcoming the top features people search for being open-air amenities (21%) webinars to and more space (20%). This is in contrast to the March 2020 renter survey, when the expand your property top renter preference was price, and the top concern was safety. Office insight management knowledge and skills, visit 73% of office landlords say that Source: RENTCafé 2021 Renter Survey irem.org/products/ digital marketing tactics have live-webinars. become necessary to attract tenants, and almost 60% say that “Building a good customer experience does not happen tenants expect a virtual space Source: IREM webinar featuring by accident. It happens by design.” –Clare Muscutt tour before an in-person tour. Podium, “Tenant reviews: How to grow your online reputation and win”

Image: iStock.com/undrey Image: Source: 2021 VTS Global Office Landlord Report

Focusing your marketing to reach Generation Z

The year was 1997—scientists successfully cloned Dolly the sheep, Purel entered the consumer market, Seinfeld was the top show in the Nielsen ratings, and the first members of Generation Z were just born.

With birthdates roughly between 1997 and 2012, Gen Z is the first tech-native generation, never knowing a world before the internet. Creative, culturally diverse, and entrepreneurial, they are concerned with the greater good, as well as financial security, having watched their parents’ experiences during the Great Recession.

The oldest in the generation are turning 24 this year, and these Gen Zers, or Zoomers, were the fastest-growing active renter segment in the U.S. in 2020—no small feat given the tumultuous past year.

“We’ve got an entire group of individuals who are trying to establish themselves,” says Barret Newberry, CEO of Seattle-based rental market- place platform Leasera. “And it’s been a tough year. For Gen Z and landlords, this can be mutu-

ally beneficial.” iStock.com/Lifestyle Image:

Projections show Zoomers will spend “Chatbots, virtual tours—everything we were forced to do more on rent in their lifetimes than in 2020—that all came very naturally to them,” Schmidt their millennial predecessors, accord- says. “Chatbots really seem to have immediate interactions. Give them the lay of the land. When I’m hungry ing to a HotPads analysis. And as We’ve added them to most of our websites, and we’ve added their influence on the rental market stories to all of our social media platforms.” in the middle of the night, where can I get food? will only grow, shifting marketing to If it’s Friday and I’m burned out, what can I do attract their attention is paramount. Gen Z prefers images over text, and they lose interest more on the weekend? But it takes the right channels and quickly than other generations, says Sherle Brown, an messaging to do it successfully. —Barret Newberry, Leasera A mobile approach Gen Z snapshot As the most tech-savvy generation instructor and family and consumer sciences (FACS) faculty to date, it comes as no surprise that DOB: Roughly between 1997–2012 ambassador at the University of Georgia, who is involved in their phones are the best place to Likes: Authenticity, luxury, inclusivity, individuality, outreach marketing targeting Gen Z. “Images are good for reach them. contributing to the greater good, financial security grabbing attention, particularly images of something they Defining characteristics: emotionally connect with doing or that include celebrities Donna Schmidt, CPM, COO of Price • The first generation to never know a world or people their own age,” she says. Brothers Management in Overland without the internet Park, Kansas, says her company has • On track to be the most educated generation yet Brown says research at the university has found that zeroed in on reaching Gen Z this way • Hard-hit by the COVID-19 pandemic, as they are Instagram, TikTok, and YouTube channels are the most through a number of digital strategies, just trying to establish themselves effective for reaching this audience, whereas channels including geofencing, a marketing • More racially and ethnically diverse than previous such as Facebook, Google, and Twitter are better for strategy that involves digitally adver- generations older generations. tising to potential tenants within a • Creative and entrepreneurial certain geographic radius. She acknowledges that grabbing and keeping their atten- Additional sources: Pew Research Center and Deloitte tion through online marketing can be a challenge, though, thanks to all of the competing digital noise and their pref-

erence for completing transactions on phones, which isn’t Vesalainen iStock.com/Tero Image: always the most user-friendly method. “Messages must be powerful but short,” Brown says. “That is not easy. You must like a robotics company that can entertain first and then quickly provide a hook to get to the deliver food to your door contact-free. next step. Every step must be close to perfect.” “Give them the lay of the land,” Newberry says marketing this way is a major shift for some Newberry says. “When I’m hungry in industry veterans. “The industry was built on in-person the middle of the night, where can I tours and paper leases, and Gen Z has entirely different get food? If it’s Friday and I’m burned expectations,” he says. “For an apartment complex to not out, what can I do on the weekend?” use Instagram for marketing is pretty crazy. People want you to sell them an experience, not just a unit.” In Schmidt’s communities, they have played to the creative sides of Show me the assets Gen Zers with classes and activities, Selling Gen Z on an experience means showing them like a virtual class on growing a suc- the experience. culent garden, which she says was a great success. “This means virtual tours of the unit and building and a detailed peek around the neighborhood,” Newberry says. As for appealing to their altruistic “Creative property managers are starting to do self-walk- ambitions, Gen Z wants to feel like their throughs of the community.” community makes a positive impact. They will be interested in anything These walk-throughs could feature popular restaurants in that gives back and gets them involved,

Image: iStock.com/recep-bg Image: the area, entertainment spots, or even services available, such as food drives, Schmidt says.

“They get carried away just talking about smart technology then accrue more points when they submit their back- Every word and image of your in the home,” Brown says. “They love the ‘cool’ factor of ground check or make their first rent payment.” marketing must be perfectly technology, but much of the appeal is the convenience and accurate, because these renters control it provides to fit their lifestyles.” Offers featuring the words “free” and “giveaway” for items will point out any discrepancies, such as gift cards and iPads will catch their attention, says Schmidt, who emphasizes She says students show the most interest in smart tech- Brown says. “But the positive will turn into a negative if it is how crucial this is, as it isn’t nology, such as voice-activated commands to lock doors, difficult to take advantage of the offer,” she says. “They will unusual for a Gen Z tenant to turn on lights, play music, turn on television, or control the repost to boost a message if it is easy for them.” rent a unit sight-unseen. temperature, among other tasks. They also pay attention to reviews and ratings. “The times of having only pretty Along with the digital amenities, Gen Z wants to see upscale pictures and creative angles of features. “When I asked a class what appeals to them with “If someone truly wants to impress and attract new [Gen Z] your rooms are over,” Schmidt The times of marketing, the first answer was ‘luxury,”’ Brown says. “This tenants, you’d better find a way to ensure your existing ones says. “You have to be very clear Image: iStock.com/Eva-Katalin Image: was surprising, because I had read that luxury is not some- are happy,” Newberry says. about the product. There is having only thing Gen Z finds appealing. Informally, I asked students for a no hiding.” pretty pictures Grab their attention show of hands if they agreed. It was unanimous!” Mind the message and creative A cheat sheet for marketing to Gen Z Two other things Gen Z loves: individuality and Brown agrees. “They know Don’t forget the perks authentic messaging. things aren’t perfect, and they angles of your Be short and sweet. Use well-thought-out images As a generation that has been able to shop around for the don’t trust language that comes rooms are over. and minimal text. best deal literally at their fingertips, Zoomers love incen- To craft the perfect personal message, property managers across as manipulative or as a You have to tives and rewards programs. need to tap into the Gen Zers in their market. One aspect sales pitch,” she says. Get social. The best places to reach Gen Z are Insta- property managers should take into consideration is be very clear gram, TikTok, and YouTube. Price Brothers, for example, offers a Pet Royalty Club, which the diversity within Gen Z, as it creates differences in A booming future about the offers exclusive access to special offers and discounts at psychographics, Brown says. By 2025, about 45 million Gen product. There Show them. Take them on a virtual walking tour of local pet-related businesses for tenants with pets. “Any- Zers will be at the peak ages for is no hiding. the unit, community, and surrounding neighbor- thing with pets, that’s huge. It “What is effective with one group within Gen Z may not be renting (20–29), an estimation hood. Give them details on local delivery options, really speaks to them,” Schmidt as effective with another,” she says. “Even geographic areas that cannot be ignored by prop- —Donna Schmidt, services, and entertainment. says. During the pandemic, Price make a difference. For example, images of football may be erty managers. Looking forward, CPM, Price Brothers Brothers hosted contests and extremely effective with Gen Z in the Southeast but not property managers need to be Management Highlight the upgrades. Voice-activated smart tech- drawings for residential tenants have much impact in another part of the country.” open to adapting practices to nology and upscale amenities will go far. Tell them in an effort to drum up business not only attract, but also retain about any loyalty program or rewards partnerships for some of their ailing commer- Schmidt agrees. “This generation really does want to be Gen Z renters. “To keep these you offer. cial tenants, like pet bakeries or talked to more personally, and they really want to be inclu- high-value customers happy and groomers. “That spoke to our Gen sive of everyone,” she says. loyal, you’re going to have to get with Be authentic. Don’t try to mislead them with a Z residential tenants and really the digital, more per- fisheye lens or exaggerated descriptions. said, ‘We’re all in this together,’ sonalized program,” and they really formed a bond.” Newberry says. They love the Leasera, whose platform links ‘cool’ factor of Fortunately, these Proving that your company serves prospective renters with avail- high-value custom- the greater good—not just offering able properties, offers a loyalty technology, but ers can be yours lip service—will go far in attracting program for tenants to amass much of the for the taking. With this generation. “If you can prove points and use them with partner appeal is the the right marketing that you’re actually part of a virtuous companies for discounts or free tools and mindset, ecosystem, it will serve you incredibly offers on hotel bookings, car rent- convenience you can ensure that well,” Newberry says. als, dog walking, food delivery, and control it your properties are and more. provides to fit the top choices when And don’t forget to tell them about these prized renters the tech. Just as technology is the “From the moment you sign up their lifestyles. log on and search way to reach them, it is also a major on Leasera, you begin accruing —Sherle Brown, for apartments in

selling point. points,” Newberry says. “Renters University of Georgia iStock.com/wundervisuals Image: your area.

There is an increasingly common theme around our ongoing experience with COVID-19. Namely, despite the watershed changes the pandemic has made to our relationship with work, productivity, and how we socialize, not every change we’ve experienced this past year is a COVID-driven disruptor. Alongside last year’s quick shifts, there were also trends in place prior to 2020 that have only accelerated. We’re seeing it with the growth of technology as well as the greater emphasis on locations other than our central business districts. Tenants can paint or build furniture in spaces specially fitted out by CF Real Estate. Image: CF Real Estate Services Estate CF Real Image:

Such also seems to be the case when the topic turns to amenities. It’s not just the obvious considerations Are you a class A building? If so, do you have a like deeper cleaning, hand sanitizer stations, and plexiglass; this discus- rooftop terrace, a fitness center, a conference sion revolves around the tenant and center, and bike cages? Check, check, check. resident requests that make life bear- —Regina Mullins, CPM, CCIM able in both quiet times and periods of risk. These are the amenities that differentiate an asset and challenge property managers to think outside of Akin to grilling stations and social areas, offices-on- Pay for play? the COVID-19 box, largely in the name demand give residents a chance to escape the confines of CPMs often chalk up the provision of of comfort and support. And, as you’ll home. “We want to give our residents a chance to get out of such services to the cost of doing busi- read shortly, these requests can be their apartments and still get their jobs done,” says Owens, ness. This has apparently been true fairly colorful. who is currently president of IREM’s Georgia Chapter. through the pandemic as managers tried to help both tenants and resi- The same, only more “We’ve reconfigured some of our common areas to accom- dents over the hump of COVID-driven Image: iStock.com/baona Image: Says Kevin Owens, CPM: “Rather than modate coworking,” he adds. This comes in addition to stresses. Chargebacks, however, are create a new need, more than any- manages throughout the South and Mid-Atlantic states more informal spaces that can be used for heads-down always an option. thing, the pandemic has accelerated still want private work and play space. “They want us to work. While coworking providers will enter into bespoke the implementation and reconfigura- have the latest and greatest in workout trends. Peloton agreements with managers and landlords to create five-star “It depends in part on if you’re a tion of certain amenities.” Owens, the bikes and virtual workouts are popular,” she says. spaces, Owens says CF manages the spaces on its own. In class A or B building,” Mullins says. executive vice president of property certain markets, he adds, the firm had to upgrade its Wi-Fi “But typically, there’s not a huge operations for CF Real Estate Services She says residents look to management to provide offerings just to ensure volume reliability. return on investment in these ameni- in Atlanta, manages some 26,000 anything they can’t get in their apartments, including ties,” other than getting on the short units and says the most common grilling stations and outdoor spaces where people But once again, there’s nothing new under the COVID sun. list of interested leasing brokers. For post-COVID request, especially from can gather in small groups. Pet amenities also remain “Personalized workspaces were a trend we saw four and instance, towel service and atten- prospects, has been the ability to pass high on the resident wish list, such as dog washing five years ago,” says Jernigan, who was the 2018 president dants in fitness centers are costs through a building and into their stations. “The more we know about COVID, and the of IREM’s Northern Virginia Chapter. “Now they’re getting typically eaten by building ownership, apartments in touchless fashion. And more we discover that gathering outside is safer, more use.” she says. while CF was already building out its The more we residents want to socialize rather than spend all their tech, the requests have ramped up, know about time in their apartments,” she says. he says. COVID, and Regina Mullins, CPM, CCIM, adds an interesting riff Despite CF’s blossoming technological the more we on the requested-amenities theme from the commer- capabilities, the focus seems to be on discover that cial perspective. “It’s not so much that tenants are traditional offerings with a COVID gathering asking for it,” says the director of roughly 14 Wash- twist. “They’re looking for areas to ington D.C.-area properties for Cushman & Wakefield. gather in a private space without a big outside is “It’s the leasing brokers.” crowd, with firepits and outdoor exer- safer, residents cise equipment,” Owens says. “We're want to Essentially, buildings in their sites have to check not hearing anything much different socialize certain boxes. “Are you a class A building?” she asks. than before.” “If so, do you have a rooftop terrace, a fitness center, rather than a conference center, and bike cages? Check, check, “Residents are looking for us to up our spend all their check.” But once again, “Those boxes didn’t change in game in terms of amenities,” adds time in their 2020,” she says. Miranda Jernigan, CPM, ARM, senior regional property manager at McLean, apartments.” It stands to reason that the past year, with its meteoric Virginia-based Kettler Management. —Miranda Jernigan, rise in work-from-home approaches, would also bring Similar to before the pandemic, res- CPM, ARM, Kettler a flood of social-gathering requests, such as those listed

idents in the communities Kettler Management above, to provide some relief for overstressed residents. iStock.com/archigram Image:

to help us identify upfront what we can charge and then include those numbers in a pro forma,” Five beehives at a Cushman & Wakefield asset Rather than create a new need, more than he adds. anything, the pandemic has accelerated Amenities: onward and upward the implementation and reconfiguration of Not surprisingly, the types of amenities occu- certain amenities. pants are asking for—and building managers are providing—are limited only by imagination. —Kevin Owens, CPM, CF Real Estate Services At the tamer end of the spectrum, Jernigan says they would sponsor monthly resident The same has been true for CF’s demand soared. “We’ve been able to apply fees and actually events in their communities. “After COVID, we coworking spaces—at least for their grow them,” he says. flipped the script and started providing virtual test run. “These were provided to events, something that would appeal to resi- give our residents options,” Owens Owens notes that reservations and payments (the spaces dents, get them outdoors and encourage small,

says. “Also, since they were a relatively are rented by the hour or the day) are handled by phone safe gatherings,” Jernigan says. Food trucks & Wakefield Cushman by Photo new offering, we didn’t have a good apps. Between uses, strict cleaning protocols are applied, are one example. Since the events were already idea of what people would pay for.” As “so the next user feels good about the space.” budgeted, the property continues to foot the bill. As stated, rooftop spaces in both com- the pandemic wore on, though, the mercial and residential properties are Other offerings are harder to pin a cost to. Technology, he Moving a bit farther out on the scale, she says one of the growing in their popularity for meet- says, is tough to delineate. CF either folds the expenses into Kettler-managed buildings has an indoor, half-court bas- ings and socializing. And here we find Personalized workspaces were a trend the base rent—depending in large part on what’s taking ketball court, a feature that also comes in handy for fitness what’s probably the most intriguing of place in the local market—or ends up lumping tech, dog classes and large resident events—at least with proper amenities: a rooftop apiary. we saw four and five years ago. Now amenities, and the like into an umbrella amenities fee. social distancing. Some of their properties offer rooftop dog they’re getting more use. “We attempt to monetize most of our amenities, but the parks, and she says other buildings have experimented with “We started doing it for sustainability,” reality is that a lot of this is trial-and-error,” he says. With indoor pet areas. Mullins says. “A vendor cares for the — Miranda Jernigan, CPM, ARM, Kettler Management all first-time offerings, “we collect usage and market data five hives in our Arlington property, Cooler still is the market set up in the lobby of another of their and each houses about 1,000 bees. buildings, structured as a revenue share with management. “If Honeybees in North America have the providing company meets a certain threshold, the building been decimated, and our ownership gets a certain percentage of the revenue,” she explains. has a strong environmental focus.”

Increasingly, Owens says properties in the CF portfolio fea- And there’s an added benefit: honey. ture electric vehicle charging stations. While they’ve been Curated by the vendor, the private- popular in urban locations for a while now, he says their label jars are given to tenants and presence is growing in the suburbs, as well. visitors alike. “It’s a marketing cost,” she explains. Almost as cool, however, are what Owens calls “experiential amenities, where we offer things like craft and building In an era of unprecedented stresses, rooms where residents can paint something or build furni- property managers have it in their ture. We provide the supplies and tools.” power to help their residents and tenants maintain a bit of normalcy. The But aren’t those accidents just waiting to happen? “The means to that end needn’t be budget- decision to offer any amenity has the potential for liability, busting or even wildly creative; a space even fitness environments,” he says. A rewording of insur- to gather or a change of scenery are ance policies is a necessity, or, at the very least, they ask really all it takes. While free honey is residents to sign a waiver. “We do as much as we can to smart and purposeful, any well-crafted protect ourselves, our clients, and our residents,” he says. amenity will help make life sweeter for everyone involved. Ultimately, Owens sees more upside than down, especially in Private meeting space at Kettler these cooped-up, COVID days. “When you live in an apart- John Salustri is a contributing writer

Phtoo © John Cole Phtoo ment, you don’t have many opportunities to do stuff like that.” for JPM.

16 | ® | May.June 2021 irem.org/jpm | | 17 global practices

a unique lifestyle centered around access to public trans- Solar Uniquartier Living for the city portation, a variety of residential options, offices, and shops. launched in 2016 and Innovative developments in Montreal unite transportation and residential spaces Devimco, a major real estate developer in the province seeks to take the retail of Quebec, is currently working on Solar Uniquartier, a offerings of Dix30 in the By Salima Jaafari, CPM major TOD project that leverages Devimco’s experience in the area developing communities woven into transporta- suburbs and pair them tion systems. with residential and office buildings to create One example is District Griffin, which is located in the a walkable community trendy downtown neighborhood of Grifftintown. While not technically a TOD project by itself, it is one of Devimco’s with links to a reliable developments that united a large number of services, parks, public transportation and transportation options. At the same time, Devimco structure—a combi- created Dix30, a commercial project in Montreal’s suburban South Shore with 200 shops, a cinema, a hotel, and a spa. nation that you might expect to see closer to Solar Uniquartier launched in 2016 and seeks to take the the city center. retail offerings of Dix30 in the suburbs and pair them with residential and office buildings to create a walkable community with links to a reliable public transportation structure—a combination that you might expect to see increase in traditional commuters closer to the city center. using public transportation, growing from 38% in 1996 to 58% in 2016. Increasing transportation options Solar Uniquartier’s location at the intersection of The commitment to public transpor- Autoroutes 10 and 30 provides easy access for drivers, but tation is best demonstrated by the public transportation is a major consideration. Recent Réseau Express Métropolitain (REM), census data also showed that Montreal had the highest a new public mega-transit project in Quebec launched in 2018, which will be a 100% electric,

Rendering of Devimco Immobilier ©Graph Synergie Immobilier ©Graph of Devimco Rendering driverless light rail network with 26 stations across Mon- Du Quartier REM station ver the past 25 years, there have been major treal and 67 kilometers (41.64 bridge connected to changes in the way that residents of Montreal miles) of tracks adapted to the Solar Uniquartier Ochoose to live and work. The most recent census, Canadian winters. The Nobel in 2016, showed that the number of people commuting Condominiums, one of the within Montreal’s city core fell by 47.4% between 1996 and main towers being developed 2016 but that traditional commutes (from the suburbs into in Solar Uniquartier, will be the city core) and reverse commutes (from the city core directly connected to the REM The transit system will link outward) grew by 47.3% and 48.8%, respectively. by a footbridge. downtown Montreal, the South Increasing numbers of Montreal residents are opting to The transit system will link Shore, West Island, the North live separately from where they work. Real estate develop- downtown Montreal, the South Shore, Montreal-Trudeau ments have followed these trends and sought to provide Shore, West Island, the North residents with increased flexibility, particularly when it Shore, Montreal-Trudeau International Airport, and comes to transportation. International Airport, and three three major stations connected major stations connected to the to the city metro lines. Transit-oriented development city metro lines. The first trains A new market trend called transit-oriented development are expected to start running Townhome – Oria Condominiums

(TOD) aims to create sustainable housing communities with Immobilier ©GMV 3D of Devimco Rendering in 2022, and other sections will

18 | ® | May.June 2021 irem.org/jpm | | 19 global practices

commercial basilica area, targeting professionals working in The building has many amenities, like a downtown Montreal who don’t swimming pool and gym, making this an easy own cars or don’t want to drive to work. Oria Condominiums choice for those seeking fuss-free fitness. will add 400 units in two phases and will create townhouses sur- rounded by gardens and parks, perfect for families with kids.

For rentals, the Lumeo Apart- ments complex provides 248 one- to three-bedroom apartments facing a large park. Many utilities are included in the rent, such as electricity and heating, as are essential features like in-unit washer and dryer, stove, fridge, dishwasher, and micro- wave. The building has many amenities, like a swimming pool and gym, making this an easy choice for those seeking fuss- Rendering of Devimco Immobilier ©Graph Synergie Immobilier ©Graph of Devimco Rendering free fitness. Offices are embedded in the various towers of the develop- Although many towers in Solar Du Quartier REM Devimco is also taking advantage ment and include a variety of floor plan sizes. Devimco is Uniquartier are still under construction, station connected to Solar Uniquartier

Rendering of Devimco Immobilier ©GMV 3D of Devimco Rendering of the mixed-use and easily walk- attracting companies, their own workers, and additional the development perhaps provides a able Solar Uniquartier community residents by locating shops, restaurants, schools, and day model for future communities. Situated A park in be gradually put into service from 2022 by incorporating apartments for seniors. Éolia Appartements cares nearby, and the goal of the commercial development in the suburbs with connections to front of Oria to 2024. Construction is underway and will offer rentals for residents age 55 and older. With access is to provide local neighborhood services, such as cleaners, both expressways and public trans- Condominiums has progressed to an advanced stage to indoor and outdoor community activities and amenities as hairdressers, bakeries, and cafes. Tenants will be able to portation, with easy access to the for the South Shore section. well as proximity to services and public transportation, Solar access a high quality of life and develop a strong sense of city center, it seems well aligned with Uniquartier is expected to make life easier and more enjoy- living within an actual community. changes in transportation trends. In The convenience of public transpor- able for residents. addition, increased remote work oppor- tation, savings on gas and travel time, COVID-19 and changing transportation habits tunities could draw residents looking to and the environmental benefits are In total, over 1,400 units for rent or sale are expected to The Canadian Census of Population is conducted every five escape the crowding while maintaining all expected to attract residents. The become available in the near future. years, and 2021 may reveal how much has changed in the access to commercial services. REM will help to reduce greenhouse past year. gas emissions by 680,000 tons over Residential developers and property 25 years of its operation. A survey conducted by researchers at HEC Montréal managers will need to continue focus- showed that Canadians are wary of using public transpor- ing on tenant needs and shifts in the Diversified approach to The convenience of public tation during the pandemic and intend to use personal larger underlying trends as they strive residential units and retail transportation, savings vehicles instead. The authors note that buses may still be to create the best living experience. Devimco’s strategy for residential preferred over subways because there is no need to wait and commercial spaces provides a on gas and travel time, indoors to ride, suggesting that light rail may not be Salima Jaafari, CPM, is the owner of JAAFS good fit for many different needs and and the environmental as affected. Property Management Inc. in Montreal, for residents looking to either rent Quebec, and has 20 years of experience in or own. benefits are all expected A Statistics Canada report from June 2020 noted that 42% managing multifamily and commercial prop- to attract residents. of public transit users in Canada switched to telework, and erties. She received her CPM designation The Nobel Condominiums tower has 74% of public transit users are concerned about using in 2017 and is a member of the Real Estate 275 condominiums elevated above the public transit. Institute of Canada Quebec Chapter Board.

20 | ® | May.June 2021 irem.org/jpm | | 21 DE&I

from residents and bring suggestions experiences or perspectives they have The inclusion equation to the table. in common with tenants. How inclusion efforts impact managers and tenants Before the pandemic, the company Kimberly Parker, ARM, senior property put together many programs that manager at The Abrams Management tenants could take advantage of. Company in Boston, has more than 30 iscussions about inclusion are clear: Tenants must pay rent “We’ve done surveys with the resi- years’ experience working in property in the property manage- on time and do nothing to devalue dents to see what kinds of services management and can also draw on her D ment space can emerge in the property. However, sometimes they would like to see,” says Vermales. own personal experience of having been two different aspects: how property cultural differences can disrupt that “We have encouraged things like GED a tenant in affordable housing growing managers of diverse backgrounds assumed understanding. training and provided the location for up. She had a counselor in an after- are treated as employees within their the sessions. And we have sometimes school program who went into property There’s always room own companies and how tenants Saadat Keshavjee, CPM, managing worked with nonprofits to provide management, and Parker followed interact with the property and the director of Amhurst Property Man- additional services—in fact, one of her into the career. “I don’t care what for improvement, but management team. agement, Ltd., in Calgary, Alberta, our managers took the training to neighborhood you are in, I want people the company is striving appreciates how cultural differences become certified to teach financial to have decent housing,” she says. really hard to be who In the latter case, those interactions can impact tenant relations. “When literacy to the residents.” In the event can be particularly challenging people come to Canada from another that they do get a resident complaint, “When we talk about equity, we want they say they are, and I because the relationship is inherently country, whether that’s somewhere in We have encouraged it is the Vermales’ policy to not only to make sure that everybody has a think that’s important. transactional. A tenant may feel at Europe, Asia, Africa, India, etc., we find things like GED training resolve the conflict, but to follow up voice at the table,” Parker says. “We’re —Kim Collins, CPM, CBRE Property a disadvantage asking for anything that cultural nuances can definitely with residents within the month to including everyone. Our managers and provided the Management, AMO beyond common courtesy when deal- make a difference,” Keshavjee explains. confirm 100% satisfaction. represent the residents we serve. ing with a property manager because “Let’s face it, not everybody knows how location for the sessions. That’s what we look like.” of a perceived power imbalance. On to use what we use in North America —Pedro E. Vermales, CPM, Horizon Personal experience the other hand, property managers in the same way that we use it. Some Housing Management Having property managers who can Parker credits the company’s founder groups that actually address matters dealing with tenants may assume people don’t fully understand how a understand and respect these kinds with setting the right example. “Mr. of inclusion. that the “rules of engagement” bathroom should be used here, how a address it purely from a safety point of of differences is what inclusion is all Abrams was a pioneer of this sort of kitchen should be used, or how to treat view. For instance, we talk about fire about. Part of what makes those kinds inclusion,” she says. She also credits her “One of the things that our company maintenance issues. So, my managers risk. People often don’t realize that if of interactions authentic is having current boss, Martha Abrams-Bell, with does that I think is pretty cool is the already know that if somebody arrives you don’t maintain the kitchen, an oil managers who can draw on personal noticing when Parker was left out of many specialized networking groups here and wants to rent a place, we may fire can burn the whole house down. conversations in meetings or at social within our larger organizations,” Col- have to gently inculcate or train them When we talk about these things events and going out of her way to lins says. “There’s a Women’s Network, about things like changing the filter in from a safety, security, liability, and address it. “She would bring them over an LGBTQ and Allies network, an Afri- the furnace, for instance.” emergency perspective—not from a to greet me and say, ‘By the way, this can American networking group, and personal perspective—that is a better is Kimberly Parker my senior property an Abilities Employees networking Keshavjee goes on to say that he way to deal with an issue.” manager at The Abrams Management group. There are all kinds of different encourages his managers to educate Company.’ Abrams-Bell really helped groups that our company has put tenants who might be unaware of Open dialogue me with inclusion. It does no good to out there, not only to allow people to certain common practices so that Working with residents and listening have you there if you can’t have a voice.” create their own network and cama- problems can be avoided. to their concerns about topics beyond raderie within those individual spaces, It’s a very delicate the property can also be a way to Company culture but also to allow for everybody to process. You’ve got to “It’s a very delicate process. You’ve got address inclusion. Pedro E. Vermales, Supporting inclusion efforts within a celebrate and learn from each other. be very careful about to be very careful about what you’re COO of Horizon Housing Manage- We’re including company furthers the goal of pro- saying and the tone with which you ment in Oviedo, Florida, and his wife, viding all employees with a chance “I think it’s great because it’s allowing what you’re saying and say it, because it could easily be misin- Elizabeth Vermales, who is the com- everyone. Our managers to participate in—and add to—the those voices to become a little bit the tone with which you terpreted. We’re not telling them how pany president and co-owner, hold represent the residents success of the business. Kim Collins, louder, a little bit stronger, and a little say it, because it could to handle their personal issues, we’re weekly meetings with their managers we serve. That’s what CPM, director at CBRE Property Man- more heard,” Collins says. “There’s dealing purely with the property,” he to assess what is going on with the agement, AMO, in Indianapolis, feels always room for improvement, but easily be misinterpreted. explains. “We’re dealing with filters, properties and with the employees we look like. good about the way her group has not the company is striving really hard to —Saadat Keshavjee, CPM, Amhurst lightbulbs, fuses, general cleanliness themselves. They encourage their —Kimberly Parker, ARM, The Abrams only welcomed diverse personnel, but be who they say they are, and I think Property Management, Ltd. around bathrooms and kitchens—we team members to raise concerns Management Company also supported their participation in that’s important.”

22 | ® | May.June 2021 irem.org/jpm | | 23 government affairs

issue, such as a small leak, understand required by the U.S. Department of six times the cost of keeping a current Owner/occupant this all too well. Housing and Urban Development renter in place. The landlord-tenant (HUD), Rural Housing Services, relationship can be a major factor in a Communication is key in the landlord-tenant relationship Welcome to the neighborhood investors, or the allocating agency for resident deciding to remain in a com- Just as imperative as educating resi- any properties receiving low-income munity for the long run. dents on the importance of reporting housing tax credits (LIHTC). Lease maintenance issues is communicating renewals also involve execution of When residents are facing challenges with them the expectations for living many of the same documents that such as job loss, medical issues, or in your community. were completed at move-in. other unexpected expenses, open communication with property man- A thorough review of the full lease is Taking time to explain all of the agement ensures that these challenges another example of a property manager program-reporting requirements will not be kept a secret. Residents engaging in “measure twice, cut once.” helps residents new to living in reaching out to management imme- Does your property have a common these types of properties avoid being diately when facing these challenges lease violation? When reviewing house surprised by requirements to provide means that an action plan can be rules, are there guidelines or provi- proof of income or the overwhelming developed together and—crucially— sions that are unique to your property? number of forms and addendums that before the situation becomes critical. Highlighting these and having the must be completed to ensure program provisions initialed by the resident compliance. The penalties for noncom- can save time and avoid confusion pliance can be too severe to risk taking and the need to send lease violation shortcuts. For LIHTC properties, these “First-time” does notices later. Another consideration is penalties for noncompliance can be an already-scheduled property inspec- millions of dollars, so both landlords not necessarily tion within a few months of a move-in. and tenants can avoid a lose-lose mean young; Inform your new resident that some- scenario by taking the time for a thing is on the calendar, and explain thorough documentation process. there are what access may be needed. undoubtedly older Working together

Image: iStock.com/Drazen Zigic iStock.com/Drazen Image: First-time renters benefit from an There is another principle common individuals who in-depth review of lease provisions to property management: It is less are also new to easure twice, cut once. Are you projecting a feeling that and house rules. However, “first-time” expensive to keep a resident than to This may be familiar welcomes your resident into their does not necessarily mean young; find a new one. Some estimates put multi-unit living. M advice for working on a new home? Are you taking steps to there are undoubtedly older individ- the cost of finding a new resident at construction or home improvement ensure they feel included in the build- uals who are also new to multi-unit project, but what does this statement ing community, or will they feel like a living. Many active adult communities have to do with landlord-resident nuisance because you are perpetually have residents that transitioned from relationships? It is the simple mes- focused on the next task that requires private home ownership. Facing poli- sage of this axiom that should be your attention? cies or rules for the use of community taken to heart: careful preparation space and amenities for the first time can avoid extra work later. Later communication will be nega- can, therefore, lead to pushback. For It’s the simple tively impacted if a resident believes example, these residents might not message of this What careful preparation can prop- that they are bothering management want to hear that a loud party by the erty managers undertake to establish by asking questions or taking up too pool is unacceptable. axiom that should great relationships with tenants? The much time at move-in. But residents be taken to heart: answer, too, is simple: time spent reaching out to management with Affordable housing with each new resident at move-in. issues goes a long way in successfully Certain sectors of housing have always Careful preparation This time together establishes the managing properties, so this state of required a more expansive document can avoid extra tone of the landlord-tenant relation- hesitancy to communicate should be review at move-in. This is particularly ship, a rapport in which strong and prevented. Property managers that relevant for affordable or subsidized work later. open communication is critical to have had to deal with damage in a unit housing, where multiple lease adden-

long-term success. due to a resident not reporting an dums must be executed, such as those iStock.com/kali9 Image:

24 | ® | May.June 2021 irem.org/jpm | | 25 government affairs For those who manage a resident feel valued. This time to make a difference.™ together provides an opportunity to obtain details on potentially unre- ported maintenance issues as well as gain open-ended feedback. Comment cards or “How did you hear about us?” feedback are both commonly collected when leasing, but are questions such as “Why did you decide to remain?” or “What do you like best about your current home?” asked at the lease renewal stage? These answers provide insights into the state of resident relations, Image: iStock.com/fizkes Image: help management recognize which Entering into a Right now, it seems that there are amenities or features to highlight in daily news reports of resident payment marketing, and can even be used realistic payment issues, eviction moratoriums, and as testimonials. arrangement is the potential crisis anticipated when current health emergency orders are It should be noted that the principle of easier when a ultimately lifted. Having a resident “measure twice, cut once” is not limited resident, facing come to the office looking only for a to residential property management. deferment of rent does not help anyone, Even if someone is already familiar circumstances but neither does management being with residential leases, becoming a that might feel inflexible. Entering into a realistic tenant in commercial space opens payment arrangement is easier when up a whole new world of lease terms, impossible to a resident, facing circumstances that including leasehold improvements, overcome, is met might feel impossible to overcome, is triple net, and common area main- with a level of met with a level of understanding from tenance, just to name a few. A new management—the culmination of the business owner leasing space for the understanding from cultivated relationship, established first time can certainly benefit from a management— firmly all the way back on Day One. landlord or broker taking the time to The first question posed by manage- carefully review the lease and explain Sustainability certification the culmination ment when approached by a resident any unfamiliar terms. of the cultivated experiencing a financial challenge should be, “How much can you pay For owners and managers reflecting relationship, now?” Securing this immediate buy-in on the time that they invest into their for your entire portfolio established firmly from the resident is critical, even if only tenant relationships, the operating all the way back on a minimum payment is made. Setting principle of “measure twice, cut once” The IREM® CSP Volume Program allows Why certify your property? biweekly payment dates that align simply cannot be underestimated. you to certify the environmentally- with when unemployment benefits are Day One. friendly conventional and medical office • Get recognized as a sustainable property by IREM. received, focusing on rent payments, Eileen Wirth, CPM, MBA, HCCP, SHCM, and deferring late fees to be paid once NAHPe, is the president and CEO of the buildings, multifamily and senior housing • Get credit for portfolio-level sustainability new employment is obtained are not at Octavia Hill Association, Inc. She has served communities, and shopping centers in programs and gain access to customized all unreasonable. as a New Jersey your portfolio. You can also obtain a certification materials Chapter officer and gap analysis on corporate sustainability • Enhance external sustainability reporting, such as A chance to reiterate currently serves on programs through the Volume Program A review of critical lease terms or programs like GRESB, CDP, and RobecoSAM CSA, the IREM Federal enrollment process, which results in changes to house rules at renewal Housing Advisory for your company or clients creates another touch point for Board and IREM streamlined CSP applications for you and communication. Scheduling an Foundation Board your team. appointment for renewals can make of Directors. To learn more and enroll, visit irem.org/csp-volume-program.

26 | ® | May.June 2021 IREM Foundation

“A significant challenge was to establish a grant program Elaina’s Sustainability Fund that would both encourage adoption as well as innovation,” says Randy Woodbury, CPM, chair of Elaina’s Sustainability Supporting innovation and wellness to honor one person’s legacy Task Force. “Innovation can be expensive, so it’s often the larger, well-resourced companies that are able to innovate. By Julie L. Scott, CPM Yet, the intent of the program is really to help get projects off the ground that might not happen without funding, even laina Tattersdale believed if it’s something as simple as implementing a recycling that one person could Elaina Tattersdale program or planting a community garden.” E make a difference. She dreamed of creating a better Under Woodbury’s leadership, the task force established a world by working in sustain- set of criteria intentionally designed to be inclusive. Where ability to improve the impact a large company may get extra points for innovation, a that buildings have on our smaller company might earn extra points for demonstrat- environment. Sadly, Elaina was ing a need for funding or for proposing a project where the diagnosed with stage 4 colon grant would fund a majority of the cost. To encourage the cancer and passed away on applications for projects both large and small, the task Image: World Bank Image: June 5, 2019, at just 35 years old. force established three distinct categories: innovate, adopt, and research, with specific ideas for initiatives outlined a range of initiatives, scopes, and Wastezon CEO Her parents—2020 IREM Presi- under “adopt.” geographies. We look forward to fol- Ghislain Irakoze dent Cheryl Gray, CPM, and Rick lowing the success of these initiatives Gray, CPM—set aside funds for Awaiting the unknown throughout the year. Check irem.org/ special treatment, but the cancer There was no benchmark for what to expect once the elaina for project updates, application acted quickly. “It was important application window opened. Elaina’s Fund had inspired a information, or to donate. for us to honor her and create lot of people, raising an additional $40,000 in its first year, something that had meaning to but there was no way to predict what requests would come Innovate her,” Cheryl said. in or if the applications would align with the intent of the Wastezon, Rwanda—$5,000 program. When the application window opened in early In Africa, waste is often disposed of Cheryl met with the IREM Foun- November, the Foundation received six applications in the inappropriately, posing a threat to dation Executive Committee and first week. It was clear there was interest, and the Founda- human health and the environment. shared her idea. The Gray family tion eventually received a wide range of applications. By While organic waste can generate would donate $50,000 to seed a Jan. 31, 2021, 31 applications had been submitted, 25 of compost, smallholder farmers, who fund that would support sustain- or even real estate managers, since Elaina believed that which met the criteria to be officially considered. make up 70% of the population in ability in Elaina’s name. There were anyone could make a difference. The fund should live on in Africa, can’t afford fertilizer, which very few stipulations: The name of perpetuity. The Foundation would define the rest. Thoughtful decisions results in soil nutrient depletion and the fund should be simple. The funds The selection committee reviewed and scored the applica- low harvest yields. Wastezon is a would support innovation or adoption The Executive Committee eagerly and emotionally accepted tions based on the criteria defined by the task force. “The cleantech startup that is creating a of sustainability or wellness initiatives the proposal, honored to be entrusted with Elaina’s legacy scoring process gave our committee an objective, unbiased scalable win-win solution for farmers in the real estate industry. Applicants and the creation of a meaningful program that betters the view of which applications truly stood out,” says Jo D. Miller, and registered users. Users receive a should not be limited to just members, impact of commercial real estate. IREM Foundation board member and chair of the Selection Wastezon Smart Bin that automati- Committee. “There were so many wonderful projects to cally sorts biodegradable waste and Starting from scratch consider, but with limited funding, the committee needed directly decomposes biowastes into The Foundation was new to supporting to make some tough decisions.” fertilizer in just seven days. The Smart After two rounds of meetings, requests sustainability, but IREM had been operat- Bin sensors notify the user directly for additional information, and vetting ing its own Certified Sustainable Property After two rounds of meetings, requests for additional informa- through the app, which then allows program since 2015 and had a roster of tion, and vetting of the candidates, five global grant recipients them to request collection from a reg- of the candidates, five global grant experts that the Foundation was able to were chosen, with projects ranging from $500 to $5,000. istered farmer in need of fertilizer. The recipients were chosen, with projects leverage. A task force of sustainability Elaina’s passion has indeed lived on through the creation of grant from Elaina’s Fund will support experts and Foundation board members this program, and the Foundation is truly honored to stew- the creation of 30 Smart Bins, all of ranging from $500 to $5,000. was created to define the parameters of ard her legacy. The following is a list of the five 2021 Elaina’s which are equipped to track data on this new program. Sustainability Fund Grant Recipients, which represent reduced carbon emissions.

28 | ® | May.June 2021 irem.org/jpm | | 29 IREM Foundation

Elaina’s Adopt Sustainability Zion Christian Academy, Ogbomosho, Fund Selection Nigeria—$5,000 Committee Nigeria has one of the largest wealth gaps in the world, and this gap is reflected in the appearance and quality of com- Jo D. Miller mercial properties. Hundreds of thousands of people in Committee chair the Ogbomosho area live without access to education and IREM Houston electricity, and solar panels are a rare commodity typically Julie L. Scott, CPM afforded only to the upper class. This grant will provide IREM Foundation 25–35 solar panels, allowing for access to a clean source of president electricity for disadvantaged youth and faculty members Colliers, International at Zion Christian Academy. The solar panels will reduce the Benjamin Forsyth, CPM property’s dependance on generators for power and provide Westerra Corp. a life-changing impact to more than 200 students. Erin A. Hopkins, PhD Image: Michael Kiernan/Virginia Tech University Tech Michael Kiernan/Virginia Image:

Randy Woodbury, CPM The Vietnamese American Community of Austin, Texas Woodbury Corporation Research Innovate will be targeted to participate in a This grant will provide 25–35 solar Erin A. Hopkins, PhD, Elizabeth Machen, CPM The Vietnamese American survey to test their knowledge and assistant professor of Property Machen Advisory panels, allowing for access to a clean Community of Austin, Texas win prizes, and additional funding Management, College of Group, Inc. (VACAT)—$5,000 will be raised to perform minor fixes source of electricity for disadvantaged Liberal Arts and Human Lynne Miller, CPM According to VACAT, “The majority to senior homes that support energy youth and faculty members at Zion Services, Virginia Tech Charles Dunn Company of Vietnamese own their own homes conservation. Christian Academy. University—$5,000 Rhianne Menzies but lack understanding of what to do Apartment rentals represent $1.3 Brookfield Properties to conserve energy or how to detect Adopt Zion Christian Academy, trillion in the United States economy, leakage.” $5,000 will enable VACAT Riverview Apartments, Inc, Ogbomosho, Nigeria and with the possibility of 5 million Sarah Palmisano Ventas, Inc. to provide educational materials, Pittsburgh—$500 new rental units entering the market including videos to educate more This senior HUD-subsidized hous- by 2023, there is a tremendous growth Kelly Vickers than 12,000 Vietnamese residents in ing recently underwent a significant opportunity for sustainable man- SitelogIQ Austin, Texas. Five hundred families renovation adhering to Green Com- agement practices. IREM’s Certified munities standards. Sustainable Property (CSP) program As part of the ren- offers a roadmap for implementation ovation, Riverview of green real estate management secured raised practices, yet capital constraints, gardening beds and regulatory issues, and marketing con- plans to purchase cerns may diminish interest in green gardening tools, soil, building certifications. This research and plants so resi- will provide multifamily stakeholders dents can grow herbs, with best practices that contribute to vegetables, and flow- the success of green building certifica- ers to use and enjoy tions and management practices. in their own homes. Research supports the Julie L. Scott, CPM, is a senior real estate healing and calming manager with Colliers in Portland, Oregon. attributes of garden- She serves on ing, and these raised IREM’s Executive beds are conducive to Committee as well accommodating the as the Governing physical capabilities of Council, and she Riverview’s aging and is the current at-risk residents. president of the Image: Imagebox Image:

Riverview Apartments, Inc, Pittsburgh Broaddus Taneisha Image: IREM Foundation.

30 | ® | May.June 2021 irem.org/jpm | | 31 property spotlight

the age of 55 who are able to live adding that many want to stay in their Supporting the transitions For Lewis, one of his properties is Senior without assistance hometowns. “They want to keep their Roughly 90% of seniors want to stay working on an application under the • Independent living housing, for familiar routines.” in their current homes or communi- Section 8 Renewal Guide – Chapter 15 seniors who can live on their own ties as long as possible, according to program to offer an additional suite of status but want ease of housekeeping, Similarly, location is the No. 1 AARP. The transition to senior living services, such as technology programs, Modern senior housing maintenance, and available meals factor for prospective tenants looking demands sensitivity and caring from a wellness nurse, hairdresser, blood options are expanding • Assisted living communities, which for affordable senior housing in property managers and staff. “One of pressure clinic, and a variety of ways offer assistance with daily activities the Boston area where Peter Lewis, the programs I started looking into is to address food insecurity. right along with the and needs, such as bathing, and may CPM, NAHP-e, CGPM, works. grief counseling,” Harris says. “Grief aging population have available nursing or medical care Lewis, executive vice president of doesn’t only have to be for the loss of “We’re just trying to enhance the level For residents who want • Nursing homes, which provide a property management at the Schochet a loved one; it can arise from the loss of care and create more touch points n 2030, the year the last baby higher level of medical care or other Companies, AMO, says some seniors of a lifestyle. We know that homesick to make sure they are OK, getting the to stay in Boston, they boomers will turn 65, it is esti- assistance around the clock will wait for years to live in their seniors are at a higher risk of stress, food they need, and keeping them in may be on a waitlist I mated that one in five Americans • Memory care communities, which preferred location. depression, and illness, and we want place longer,” Lewis says. for up to 10 years, will be 65 or older. The trend is are specifically designed to meet the resources in place to reduce that risk.” similar around the globe: Worldwide, needs of seniors with Alzheimer’s “For residents who want to stay in For residents who need to move from whereas locations the number of people aged 60 and disease or dementia Boston, they may be on a waitlist for up Some communities offer the full independent living to a nursing home further outside of the over is projected to hit 1.4 billion to 10 years, whereas locations further continuum of care—providing or assisted living, helping with the city limits may have in 2030, which is a 56% jump from Within each of these types of facilities, outside of the city limits may have only independent living options, as well transition is imperative, Harris says. Her 901 million in 2015, according to the there can also be low-income options a six-month to one-year wait,” he says. as nursing or memory care facilities communities never impose a penalty only a six-month to United Nations. As this segment of or tax-credit communities. if and when the need to transition for breaking a lease in these situations. one-year wait. the population ages into senior status, As for assisted living and memory care arises, but these communities are an “We have policies in place to help them —Peter Lewis, CPM, NAHP-e, CGPM, they have a variety of housing options What seniors want residents and their families, Ring says unrealistic option for many seniors, with that, and we work closely with Schochet Companies, AMO to consider that meet their individual More options mean more opportu- the key desires are safety and quality Ring says. “The continuum of care caretakers and family,” she says. wants and needs. nities for seniors to get exactly what of care, followed by a delicious and community, or CCRC, is a great they are looking for in housing. healthy menu. concept for the right individual,” Lewis agrees that this transition needs Lewis expects tech to continue to The sheer number of offerings and spe- Ring says. “Unfortunately, it usually to be handled gently, especially when make an impact on operations through cialized types of care available in senior For seniors moving into an independent Along with the desire for independence, comes with a large upfront fee that the move is suggested by the senior advances such as occupancy sensors to housing is a major shift from a couple living environment, the main draw is Harris says her residents are looking for the majority of the elderly population housing manager with the interest check for movement in an apartment decades ago, says Steve Ring, manag- right there in the name: independence. a fitness center, pool or water activities, can’t afford.” and safety of the resident in mind. as a safety and wellness touch point, as ing principal at Fulcrum Real Estate & Avanath Realty Senior Vice President and cooking or financial literacy classes. well as online tools to request repairs, Development, which develops assisted Toni Harris, CPM, ARM, who is based in “They want convenience, better health, Ring says the communities he develops The future of senior housing allow for payments, and facilitate the living and memory care facilities. Alexandria, Virginia, says seniors mov- and a sense of community where they answer this need by offering month- Technology is already having a huge income certification process. “Twenty years ago, the term ‘assisted ing into the low-income independent can interact with neighbors. They don’t to-month pricing structures with a impact on senior housing, as evi- living’ was fairly new, and memory care living communities she oversees want want to feel isolated.” minimal move-in fee. “We believe this denced by the COVID-19 pandemic. Even with technological advances, communities were almost nonexistent,” their lives generally untouched. is a popular model for the future,” Ring By helping residents learn how to use all property managers agree that the says Ring, a former IREM president. One way that Avanath facilitates says. “In many cases, you can move in Zoom and FaceTime or implementing heart and soul of senior housing will “One of the things that has changed connection is through its “Activate” with little or no need for the assistance temperature scanners and ultraviolet never change. Today’s seniors have a vast array in 10 years is that seniors are looking program, which focuses on health and as you age in place, assistance can technology for sanitation, technology of options: to move into communities where they and wellness and promotes an active be offered to you in your unit.” has proven its place. “In the end, it’s about the people and not • Active adult communities, which have more control over their lives lifestyle through classes, exercise, and the real estate,” Ring says, remembering typically cater to those adults over and decision-making,” says Harris, quarterly events. They also partner what a CEO told him when he entered with local providers, such as holistic the business. “Don’t cut corners, and wellness practitioners, to enhance the always make sure the food is top notch. lives of the residents. They want convenience, better The residents will notice when you sub- Twenty years ago, the term health, and a sense of community stitute the Club Crackers with Saltines.” ‘assisted living’ was fairly new, During the pandemic, Harris says they where they can interact with and memory care communities have held contact-free events, such as neighbors. They don’t want to Adds Harris, “You have to have the were almost nonexistent. jazz music played in the corridors, so same passion as if your mother or the residents could listen safely from feel isolated. grandmother lived there. That is what —Steve Ring, Fulcrum Real Estate & Development their apartments. —Toni Harris, CPM, ARM, Avanath Realty leads to success in senior housing.”

32 | ® | May.June 2021 irem.org/jpm | | 33 New certifications

New CPMs Missouri Washington Liang Liao, CPM, Shanghai Bocheng Zhou, CPM, Shanghai Uganda David Harris, CPM, Saint Louis Natalie Bell, CPM, Seattle Hujia Lin, CPM, Shanghai Xueming Zhou, CPM, Shanghai Buyondo Athanasius, CPM, Kampala Arizona Duane Lockyer, CPM, ACoM, Katie Neely, CPM, ARM, Everett Kai Lin, CPM, Shanghai Ao Zhu, CPM, Beijing Shawn Fetter, CPM, Gilbert Lee’s Summit Lei Lin, CPM, Shanghai Hongyu Zhu, CPM, Shanghai UAE Washington, D.C. Dan Liu, CPM, Changsha Ying Zhu, CPM, Shanghai Christian Pural Molina, CPM California Nevada Anita DiPietro, CPM, Washington Kai Liu, CPM, Shanghai Yunfei Zhu, CPM, Shanghai Jasmine Alarcon, CPM, ARM Heather Simola, CPM, Carson City Lijian Liu, CPM, Hangzhou Liyan Zhuang, CPM, Shanghai Chula Vista Wisconsin Qiguo Ma, CPM, Shanghai Ming Zhuo, CPM, Shanghai New ARMs Gina Cartwright, CPM, San Diego New Jersey Christopher Pirkey, CPM, Wauwatosa Leung Chi Ming, CPM, Shanghai Sarah Davis, CPM, Oak Hills Lori Wissemann, CPM, Jersey City Xuefeng Pan, CPM, Shanghai Japan Arizona Giovanna Garcia, CPM, ACoM, Canada Mengxuan Pang, CPM, Shanghai Shyuho Fumimoto, CPM, Fukuoka Jesse Recker, ARM, Mesa San Diego New York Nina Belyavsky, CPM, Calgary, Alberta Tianen Pei, CPM, Shanghai Yuta Harasawa, CPM, Tokyo Heather Williams, ARM, Phoenix D’Eidra Lyons, CPM, Long Beach Anya Kim, CPM, New York Jennifer Boyd, CPM, Ottawa, Ontario Lei Shi, CPM, Shanghai Kenichi Hirano, CPM, Fukuoka Jason Trueblood, CPM, ARM, Glendale Dana Padilla, CPM, ARM, Astoria Frederick Crouch, CPM, ACoM, Qiang Shi, CPM, Shanghai Hideki Homma, CPM, Nagoya California Rashelle Wedgwood, CPM, ARM, San Ottawa, Ontario Zhe Su, CPM, Chengdu Jun Hori, CPM, Tokyo Flynnard Brooks, ARM, Los Angeles Clemente North Carolina Damian Gasparetto, CPM, Richmond, Guangwu Sun, CPM, Shenzhen Kensuke Ishii, CPM, Tokyo Mandi Hansen, ARM, Irvine Sarah Bekkach, CPM, Charlotte British Colombia Yining Sun, CPM, Shanghai Nana Karikomi, CPM, Tokyo Deborah Jones, ARM, Ventura Florida Keirstin McHenry, CPM, Raleigh Sylvain Mathieu, CPM, Montreal, Jun Tang, CPM, Wuhan Kazuaki Maruyama, CPM, Tokyo Chaz Logan, ARM, Hawthorne Taylor Brittain, CPM, Riverview Veronica Williams, CPM, Gastonia Quebec Yan Tang, CPM, Nanchang Yasuaki Matsumoto, CPM, Osaka Vera Utley, ARM, Sacramento Glennon Flavin, CPM, Boca Raton Brett Wright, CPM, Wake Forest Hongyun Tao, CPM, Shanghai Yukie Nagao, CPM, Oita Teresa Watkins, ARM, Salinas China Lily Wang, CPM, Shanghai Masataka Nagura, CPM, Aichi Georgia Rhode Island Zhouwei Bao, CPM, Shanghai Yun Wang, CPM, Shanghai Yuki Nakanishi, CPM, Tsu Florida Lisa Landis, CPM, Senoia Erin Reed, CPM, ARM, Cranston Xinmeng Cai, CPM, Shanghai Zhen Wang, CPM, Changzhou Yasuhiro Oguro, CPM, Tokyo Alyce Deckler, ARM, Jacksonville Han Cao, CPM, Changsha Bichuan Wu, CPM, Shanghai Yosuke Ohashi, CPM, Fukuoka Holly Grant, ARM, Jacksonville Hawaii South Carolina Jie Cao, CPM, Shanghai Mengqi Wu, CPM, Shanghai Hiroyuki Sato, CPM, Chiba Erlandie Simms, ARM, Cape Coral Gregory Skaltsas, CPM, ARM, Honolulu Jessica King, CPM, ACoM, Chen Chen, CPM, Shanghai Xiao Wu, CPM, Shenzhen Shinji Wakita, CPM, Kumamoto Jasmine Smith, ARM, Jacksonville Mount Pleasant Ying Chen, CPM, Hangzhou Zufa Wu, CPM, Shanghai Natsuki Watanabe, CPM, Tokyo Illinois Carolina Little, CPM, Lake Wylie Wei Cheng, CPM, Shanghai Minghui Xia, CPM, Shanghai Ryosuke Yamamoto, CPM, Chiryu Georgia Jamie Falconer, CPM, Buffalo Grove Sheng Ding, CPM, Shanghai Qiming Xie, CPM, Shanghai Latavia Freeman, ARM, Elizabeth Landers, CPM, Chicago Tennessee Yuhua Du, CPM, Shanghai Jie Xu, CPM, Shanghai South Africa McDonough Margo Lewis, CPM, Chicago Gina Butler, CPM, ARM, Smithville Xiuxia Fan, CPM, Chengdu Nan Xu, CPM, Shanghai Tlangelani Shallort Ngobeni, CPM, Amanda Price, ARM, Grovetown Joel Schlichtemier, CPM, Nashville Feng Gao, CPM, Shanghai Tingchen Xu, CPM, Shanghai Pretoria Indiana Xiang Gao, CPM, Xian Ben Yang, CPM, Shanghai Jamie Navas, CPM, Avon Texas Lijun Gu, CPM, Shanghai Jie Yang, CPM, Shanghai Yvette Andreu, CPM, Houston Winnie Yu Loi Ha, CPM, Shanghai Xingjun Yang, CPM, Suzhou Iowa Kristi Baird, CPM, San Antonio Hongwei Han, CPM, Shanghai Yijie Yang, CPM, Shanghai Christy Conrad, CPM, Sioux City Joseph Hoa, CPM, Rowlett Hu Hong, CPM, Shanghai Hua Ye, CPM, Shanghai Tiffany Korbell, CPM, Fair Oaks Ranch Ning Hu, CPM, Beijing Yan Ye, CPM, Shanghai Maryland Cheryl Rivers, CPM, Houston Qiaoli Hu, CPM, Guiyang Yongyi Ye, CPM, Hangzhou Harrison Drier, CPM, Bethesda Jonathan Robertson, CPM, El Paso Jin Huang, CPM, Zhengzhou Zhang Yi (Echo Zhang), CPM, Shanghai Heather Grant, CPM, Stacy Shotwell, CPM, Katy Shanyuan Huang, CPM, Shenzhen Huiping Yu, CPM, Hanghzou Montgomery Village Colleen Thelen, CPM, Southlake Ping Jiang, CPM, Chengdu XiaHan Yu, CPM, Wenzhou Danyang Li, CPM, Beijing An Yuan, CPM, Shanghai Massachusetts Virginia Hong Li, CPM, Shanghai Qiaoling Yuan, CPM, Shanghai Lilyan Sayre, CPM, ARM, Boston Kevin Donahue, CPM, Richmond Li Li, CPM, Beijing Jizhou Zhang, CPM, Shanghai Benjamin Lincoln, CPM, Arlington Lingbo Li, CPM, Inner Mongolia Jun Zhang, CPM, Shanghai Michigan Alexandra Mitchener, CPM, Ruyu Li, CPM, Linyi Zhang Yi (Echo Zhang), CPM, Shanghai Gustavo Bueno, CPM, Lansing Newport News Xinhui Lian, CPM, Shanghai Yousheng Zhang, CPM, Changsha Jeffrey Stone, CPM, Chesapeake Ying Zhao, CPM, Shanghai

Zheng Zheng, CPM, Beijing iStock.com/pixelfit Image:

34 | ® | May.June 2021 irem.org/jpm | | 35 New certifications

Hawaii Nebraska Wisconsin New Hampshire Texas Texas Leonard Cantor, ARM, Kailua Munica Brophy, ARM, Bennington Madelyn Jaeger, ARM, Milwaukee Cheryl Demetriou, ARM, ACoM, Exeter La Nee Evans, CPM, ACoM, Kingwood City Gate Property Group, AMO, Dallas Robert Johnston, ARM, Honolulu Caleb Mueller, ARM, Menomonie Tiffany Maciejack, ACoM, Oak Point AG Christian Regino, ARM, Waipahu New Hampshire North Carolina Andrew Ruggles, ACoM, Forney Japan Steven Saito, ARM, Honolulu Cheryl Demetriou, ARM, ACoM, Exeter Canada Dana Jiles, ACoM, Greensboro Takayama Real Estate, Inc., AMO, Sarah Solmirin, ARM, Honolulu Patrick Cameron, ARM, Ottawa, Ronda Kunsman, ACoM, Fuquay Varina Virginia Ishikawa Nathan Stann, ARM, Honolulu New Jersey Ontario Stacy Venters, ACoM, Wilmington Brandon Cardwell, ACoM, Vienna Amy Yoon, ARM, Mililani Samuel Newman, ARM, ACoM, Nicodemus Choruma, ARM, Calgary, Tyler Coy, ACoM, Christiansburg Glendora Alberta Ohio New Certified Sustainable Illinois Kristina Dukic, ARM, Calgary, Alberta Nathan Branscom, ACoM, Lakewood Canada Properties (CSPs) Tara Hoerth, ARM, Chicago New York Adebanke Ogunkoya, ARM, Brandon Brophy, ACoM, Karroll McFern, ARM, Dolton Jennifer Haase, ARM, Middle Island Winnipeg, Manitoba South Carolina Toronto, Ontario Maryland Courtney Rosen, ARM, Chicago Albert Lulaj, ARM, Bedford Hills Julie Morton, ACoM, Rock Hill The Gallery at Harborplace—Shopping Alexander Sepanski, ARM, Chicago Lourdes Ortiz, ARM, Gloversville Mall and Office Tower, Baltimore Isabella Zach, ARM, Chicago Sean Paul, ARM, Bedford Hills New ACoMs Tennessee New AMOs Erin Vandeusen, ARM, Troy Jennifer Long, ACoM, Antioch Virginia Indiana Chris Wiltey, ARM, Johnstown Alabama Minnesota Barracks Road Shopping Center, Pam Bombino, ARM, Carmel Chelsea Maher, ACoM, Birmingham Clarity Commercial Services, LLC, Charlottesville Heidi Frick, ARM, Carmel Pennsylvania AMO, Saint Louis Park Shauna Nelson, ARM, Gary Joshua Hankle, ARM, Pittsburgh Arizona Linda Norris, ARM, Carmel Michael Ash, ACoM, Tucson Rhode Island Lance Norling, ACoM, Phoenix Kansas Erin Blais, ARM, North Smithfield Darci Rodriguez, ARM, ACoM, Tucson Cameron Blair, ARM, Lawrence Kimberly Duran, ARM, Pawtucket Trisha Morrison, ARM, Hope California Louisiana Sarah Keefer, ACoM, Los Angeles Marissa Smith, ARM, Baton Rouge Texas Alexander Pankow, ARM, Austin Florida Maryland Raichel Patrick, ARM, Rowlett Marjesca Brown, ACoM, Sulaiman Alli, ARM, Germantown Green Cove Springs Michael Celmer, ARM, Owings Mills Utah Looking to fill an open position? Aprile Crawford, ARM, Owings Mills Senaida Kahriman, ARM, Maryland Find your next applicant on the IREM® Job Board Rodelle’ Ann Harris, ARM, Bryans Road Cottonwood Heights Valerie Cseplo-Jeffrey, CPM, ACoM, Michael Kopinetz, ARM, Rockville Eldersburg Shakira White, ARM, Silver Spring Virginia Steven Dyer, ARM, Norfolk Massachusetts Massachusetts Erin Jones, ARM, McLean Katharine Slowe, ACoM, Chelmsford Larissa Azevedo, ARM, Boston Nastassia Lavrentieva, ARM, Fairfax Kathy Dionne, ARM, Foxboro Yessica Martinez, ARM, Springfield Missouri Franz Israel, ARM, Lynn Ashley Matheny, ARM, Virginia Beach Vanessa Grayson, ARM, ACoM, Ryan Laughlin, ARM, Brookline Adrienne Newson, ARM, McLean Kansas City Kosal Saren, ARM, Methuen Heidi Nichols, ARM, Roanoke Paul Spivak, ARM, Natick Nevada Marilyn Tamaklo, ARM, Boston Washington Brooke Barraza, ACoM, Reno Eric Adlawan, ARM, Vancouver Alicia Kutcher, ACoM, Las Vegas Michigan Barbie Hourihan, ARM, Seattle Jenacee Torri, ACoM, Reno Edward Lambrecht, ARM, Ernie Isordia, ARM, Tacoma Saint Clair Shores Adriana Perez Martinez, ARM, Vancouver Michael Smyth, ARM, Ocean Shores

Visit careers.iremjobs.org/employers to post your open position(s) today! Packages now start at just $150. 36 | ® | May.June 2021 The REM will help to reduce greenhouse gas emissions by 680,000 tons over 25 years of I think it’s its operation. P20 great because it’s allowing those voices to become a little bit louder, a little bit stronger, and a little more heard. P23 Rendering of Devimco Immobilier ©Graph Synergie Immobilier ©Graph of Devimco Rendering

For an apartment complex to not use Instagram for marketing is pretty crazy. P9

Some estimates put the cost of finding a new A vendor resident at six cares for the times the cost five hives in of keeping a our Arlington current renter in property, and place. P25 each houses about 1,000 bees. P17 Image: iStock.com/Vasyl Dolmatov iStock.com/Vasyl Image:

38 | ® | May.June 2021