Welcome to

1. Welcome to Berkshire Property AdvisorsProperty Operations Training

2. Service Request • Respond within 24 hours of a reported problem and correct if possible. • Perform emergency maintenance repairs as quickly as possible. • The Property Manager and Maintenance Supervisor are responsible for ensuring resident satisfaction.

3. Service Request Priority • Emergency Service Request • requests that may compromise the health or safety of the resident or cause further damage to the property. • Service Request • all other requests. Assign these by date and time. Complete within 24 hours. • Priority Service Request • requests not completed due to parts not in stock or must be contracted out.

4. Accepting a Service Request • When a service request is received, get the following information: • correct date • time • apartment number • resident’s name • resident’s phone number • does a resident have a pet, if so ask them to confine the pet • record who took the request

5. Service Request Follow Up • Call residents within 48 hours after completion of the service request to see if work was done to the resident’s satisfaction. • “Rate your Maintenance” cards should be left with the resident’s copy of the service request.

6. Issuing Keys to New Residents • Issue 1 apartment key and 1 mailbox key per adult occupant listed on the lease. • We maintain 2 keys • One for staff • One to loan to residents • Both keys should be tagged and coded (not with the apartment number).

7. Release of Keys to Occupied Apartments • Document on the “Key Check-Out Log” when a resident checks out a key. • If a resident authorizes management to provide others access to their apartment they must complete a “Key Release Authorization to Enter Form” before entry is allowed.

8. Release of Keys to Vacant Apartments • Any time a key to a vacant apartment is released, it must be documented on the “Key Check-Out Log”. • Keys must be returned when work is completed or at the end of each day. Keys may not be kept overnight!

9. Lockouts • Courtesy patrol service or on-call maintenance person should assist the resident. • A “Resident Lock Out & Invoice Form” must be completed. • A photo I.D. must be shown. Verify the name as an occupant on the lease.

10. Lock Change Request • All residents must sign the “Resident Lock Change Request Form” when requesting a lock change. • If a resident purchases their own lock they must provide management with a key. • Additional locks to exterior doors must be authorized in advance. These locks become a fixture and stay with the apartment.

11. Vacancy Lock System • Key all vacancies alike. • Upon move-out replace the lock with a “vacancy lock”. • The only apartment key that an employee or contractor will need is a vacancy key. • The vacancy lock should be replaced on the day of move-in.

12. Office & Shop Keys • Office, shop, models and other common areas should have non-mastered locks. • Terminated employees must return all keys on their last day. • When there is a change in staff all common area locks must be re-keyed or rotated.

13. Maintenance • Maintenance personnel not only provide service but are also a key part in pleasing the resident. • Our residents expect and deserve all of the convenience of home ownership without the maintenance and upkeep responsibilities. • Berkshire has a strong commitment to provide the best maintenance possible. Wear a smile and be pleasant at all times!

14. Maintenance • The attitude and cooperation between the management team and the maintenance team are of utmost importance in running a successful and profitable community.

15. Make Readies • The Property Manager is responsible for monitoring move-outs and ensuring that all vacant apartments are made ready in a timely manner and to the highest possible standards. • All turnovers should be completed within seven (7) working days. • 75% of vacant available units should be “made ready” at all times.

16. Make Readies • The Property Manager completes the final walk of the apartment and designates the “Ready” status to be entered into OneSite. • Maintenance Checklist • Detailed Maintenance Checklist • Maintenance Checklist • Apartment Cleaning Checklist for Vendors • Apartment Cleaning Checklist • Painting Checklist for Vendors • Painting Checklist

17. Landscaping • Landscaping is responsible for the 1st impression your community makes on people. • Each property should have a freshly mowed, edged and cultivated landscape. • The Property Manager and DM/RM will develop a seasonal color program with the landscape contractor. • Trash on the grounds should be picked up first thing daily and continuously throughout the day.

18. Outside Contracting Services • The IRS has strict guidelines for “bona fide” contractors such as cleaning services, landscapers, etc… • Contractors must have a business phone and Tax Identification Number. • All vendors that perform work for Berkshire must submit a W-9. • VP’s or the COO must approve and sign all contracts.

19. Insurance Requirements for Outside Contractors • Workers’ Compensation • No less than $100,000 for each accident • No less than $100,000 for each employee • A $500,000 disease limit • General Comprehensive Liability • Minimum of $1,000,000 for each occurrence • Protective Liability • Minimum of $1,000,000 combined single limit for bodily and property damage • Automobile Liability • If a vehicle is driven on our properties they must have liability insurance

20. Amenity Maintenance • Each Berkshire community has a variety of amenities. • The Amenity Maintenance policy has guidelines for the required upkeep on each amenity. • Check your local ordinances and state laws for additional requirements.

21. Preventive Maintenance • Preventive maintenance is not “extra” work, it is part of on-going maintenance of the property. • An effective program can save considerable time and money by prolonging the useful life of equipment and fixtures. • The Property Manager and Maintenance Supervisor will tailor a program to meet the needs of the individual property.

22. Preventive Maintenance Checklist • Berkshire has monthly checklists to be used for preventative maintenance. • After all items are completed a copy is sent to the Maintenance Coordinator and the original placed in a permanent maintenance notebook. • For properties that have boilers there is also a “Boiler Maintenance Checklist”.

23. Safety Inspections • Safety Inspection Report - Monthly • Completed by the Property Manager and Maintenance Supervisor. • Areas that need attention should have a service request written and completed. • Safety Evaluation - Quarterly • The same guidelines should be followed as above. This evaluation is more detailed than the monthly inspection.

24. Safety Inspections • Safety and Maintenance Survey - Comprehensive • This is a very comprehensive safety evaluation. • Use this survey as requested by your DM or RVP. • OSHA visits • If OSHA visits the office unannounced contact your supervisor immediately. • Do not engage in discussions without some direction from your supervisor.

25. Maintenance Shop • Shops should be orderly, well-stocked and well-equipped. • A 30-day supply of parts frequently used is best. • The primary purpose of maintaining adequate inventory is to allow expeditious, professional service to our residents.

26. Maintenance Shop Organization • Remove items that will not be used (i.e. outdated parts, broken parts). • Section shelves into G/L Accounts based on the Chart of Accounts. • Parts should be in labeled bin boxes.

27. Tool & Equipment Inventory • An inventory of tools and equipment is part of our maintenance program. • Use the “Tool and Equipment Inventory Form” for tracking. • Update the inventory as items are purchased or discarded. • Review the inventory prior to termination of maintenance employees.

28. Property Inventory • Property Managers are responsible for maintaining a “Furnishing and Equipment Inventory” of the property’s fixed assets. • Include as much information as possible: • Serial or model numbers • Date purchased • Original price

29. Property Inventory • An inventory is completed or updated: • At the initial takeover of a property • A change in the Property Manager or Maintenance Supervisor • Annually • Suspected or confirmed theft or vandalism • Prior to sale of a property

30. Safety Training • The goal in safety training is to eliminate unsafe acts that contribute to accidents and injuries. • Training does not end when employees are hired and initially trained. Education is an ongoing process of learning and communication of safety improvements.

31. Risk Management • All employees are required to take the Grace Hill course “Risk Management” within 30 days of hire. The following subjects will be discussed in this course: • Personal Protection Equipment • Fire Protection Systems • Bloodborne Pathogen Exposure • Hazard Communication • Lockout/Tagout • Material Safety Data Sheets (MSDS)

32. Refrigerant (Freon) Recovery • Maintenance employees who are involved in the recovery and/or recycling of Freon must be certified. • The EPA conducts field inspections periodically. It is important the correct forms are used. • It is the Maintenance Supervisors responsibility to read the policy and ensure their employees are following all EPA rules and regulations regarding Freon recovery.

33. Disaster Plan and Emergency Guidelines • Property Managers and Maintenance Supervisors are responsible for making sure all team members understand what to do in case of an emergency at the property. • Review plan every January. • Update the plan as needed.

34. Life Safety Issues • Employees should report all life safety issues to their supervisor immediately. • If an unsafe condition exists, it must receive immediate attention. Corrective or interim protective measures should be put in place until the situation can be alleviated (complete Service Request in OneSite).

35. OneSite - Facilities • OneSite Facilities has a make ready board that can be printed for maintenance employees. • It is also where a service request is entered. • The system must be updated on a daily basis to reflect accurate reporting.

36. Purchasing • Purchasing supplies and services is requested through the Ops Technology System. Invoices are processed through Ops Technology once received. • A WTN (work tracking number) is required for all purchases including maintenance supplies prior to making the purchase. • Expenditures must be approved before an order is placed

37. Budgets • Budgets are prepared annually. • The ability to accurately project income and expenses is the key to success for a Property Manager. • Capital accounts are for the purchase of fixed assets, which will be depreciated. • Non-recurring accounts are for projects required to maintain or upgrade the real estate.

38. Utility Guidelines • Management of utility expenses is vital to the success of achieving the property financial goals. • Conservation • Vacant units must have their thermostat set no lower than 75 degrees and no higher than 65 degrees. • An employee should walk vacant units weekly to verify thermostats are properly set.

39. Audit Programs • They examine the overall operations of each property. • Results are used as a management tool in improving property operations and performance. • Property Audit • Consistency of Standards Review • Fair Housing Compliance Checklist • Inspect What You Expect Checklist

40. Legal Related Matters • As a member of our management team, you are in a position of trust. • Everything you learn about a customer or resident should remain confidential. • In order to protect our residents, we may not release any information about a resident to the public without their WRITTEN permission.

41. Access Information for Officials • Officials who require access or information about a resident may include: • Police, Deputy Sheriffs, Constables, FBI, IRS Inspectors, Child Welfare Authorities, Fire Inspectors, Housing Inspectors, Secret Service, INS. • Request to see the officers’ identification card.

42. Access Information for Officials • If the official requests access to a residents apartment, request a copy of the warrant or court order. Make a copy for the resident’s file. • If an officer is in hot pursuit, cooperate but do not jeopardize your personal safety or the safety of any staff member.

43. Thank You for participating in the the class!