Fair Housing Boot Camp for Maintenance Professionals

Duration: 180 minutes Speaker: Doug Chasick

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At most communities, the maintenance professionals have the most contact with residents and are therefore most likely to be involved in a fair housing issue. Many fair housing complaints arise from team members trying to be helpful, not being aware of proper procedures, or just plain ignorance of fair housing compliance protocols. While it’s impossible to prevent all fair housing complaints, regularly scheduled training of everyone in a customer-facing role can lessen the possibility of being named in a fair housing complaint.

This session will cover everything all of the members of your maintenance team – Supervisors, Techs, Housekeepers, Groundskeepers, etc – need to know to make certain what they do and what they say is consistent with company policy and industry best practices for fair housing compliance.

Areas Covered

  • Service Professionals as the “Face of the Company”
  • A brief history of Fair Housing
  • What is Fair Housing Compliance?
  • The protected categories
  • What is discrimination?
  • The importance of standardized policies and procedures
  • The importance of documentation
  • The importance of consistency: no favoritism, no discrimination
  • All things disability-related: definitions, accommodations, modifications, “special treatment”.
  • Interactions with residents and prospects
  • How to answer the most common questions heard by maintenance professionals.
  • Best practices for compliance

Learning Objectives

  • Review the history of the Fair Housing Act.
  • Review of our responsibilities for compliance with the Fair Housing Act.
  • Learn the definition of the seven protected classes under the Federal Fair Housing laws as well as state and local Fair Housing laws.
  • Discover the specific forms of discrimination prohibited by the Fair Housing Act.
  • Explore the topic of disability, including reasonable accommodations, reasonable modifications, assistive animals, parking, hoarding and how to interact with persons with a disability.
  • How to manage service requests in a consistent manner to avoid accusations of favoritism or discrimination.
  • How to create a record-keeping and documentation system to ensure a historical record is available in the event of a fair housing complaint being filed.
  • A review of “scripted answers” to the most commonly encountered questions from residents and prospects.
  • How vendors and suppliers can get you into fair housing trouble – and what you can do about it.
  • Best practices to protect yourself and your employer from being named in a fair housing complaint or lawsuit.

Who Should Attend

  • Maintenance/Service Manager/Supervisor,
  • Maintenance/Service Technician, Grounds and Housekeeping
  • Professional, Multifamily Vendor/Supplier, Community
  • Manager/Director, Multi-site Manager (Area, Regional), and
  • Training Professionals

Handouts & Reference Material

A PDF copy of the presentation will be available for download.
Doug Chasick

Doug Chasick, That Fair Housing Guy™, is the former President of the Fair Housing Institute, Inc. With more than 45 years of investment real estate experience, he began as the Resident Manager of a 524-unit apartment property and has been the President or CEO of five real estate companies, responsible for portfolios of over 28,000 apartments, and more than 8 million square feet of commercial, retail and industrial properties. Doug was awarded his CPM® in 1979 and was a member of the IREM National Faculty for eight years. A Senior Instructor member of the NAAEI Faculty, he leads the Advanced Facilitator Training course, is the co-author of “Outstanding Facilitation Techniques”, and a co-author of the joint IREM & NAAEI “FHS 201: Fair Housing and Beyond” course. He is a licensed Real Estate Broker in Florida, a licensed Expert Fair Housing Instructor in the Commonwealth of Virginia, and the recipient of the NAAEI Apartment Career & Education award and the Legends of the Industry award from Multifamily Professional.

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Subjects: Fair Housing


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