The Essentials of Fair Housing Compliance for Maintenance and Frontline Staff

Aug 13	01:00 PM ET / 12:00 PM CT / 11:00 AM MT / 10:00 AM PT
	Duration: 60 minutes	Speaker: Doug Chasick

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ABOUT THE EVENT

Your maintenance technicians and frontline staff are the face of your property—and often the first point of contact for residents experiencing fair housing issues. Yet these essential team members rarely receive the specialized training they need to navigate complex fair housing situations that arise daily in their interactions with residents and prospective tenants. This gap in knowledge creates significant liability exposure for your property and can result in costly discrimination claims that devastate both your reputation and your bottom line.

Every interaction between your staff and residents carries potential fair housing implications. When a maintenance technician responds to a work order, how they prioritize repairs, communicate with residents, and handle requests can inadvertently create discrimination claims. When leasing staff show apartments, answer phones, or process applications, their words and actions are scrutinized under fair housing law.

Recent enforcement trends show that discrimination complaints increasingly target seemingly minor interactions: delayed maintenance responses, inconsistent policy enforcement, inappropriate comments, inadequate reasonable accommodation procedures, and unequal treatment in day-to-day operations. These situations often arise not from malicious intent, but from lack of awareness about how fair housing laws apply to routine job functions.

Your frontline staff need specialized knowledge about their unique role in fair housing compliance. They need to understand not just what they cannot say or do, but how to proactively create inclusive, compliant interactions that protect residents' rights while supporting your property's operational goals.

Areas Covered

Our Three Fair Housing Compliance Obligations
Protected Status and Discrimination
Answering Questions
Disability, Accommodations & Modifications
Assistive Animals and Parking
Occupancy Standards & Familial Status
Criminal Background Checks
The Expanded Definition of Sex
Limited English Proficiency (LEP) & National Origin
The Fair Housing Compliant Customer Experience

Learning Objectives

Ensure awareness of the basic requirements of fair housing compliance.
Explore why policies and procedures must be followed and enforced to support compliance.
Identify and define staff responsibilities for decision making and answering questions.
Define and describe why some compliance requirements appear to be “special treatment”.
Review the types of documentation typically requested or required.
Review the best practices necessary to minimize the possibility of being named in a fair housing complaint or lawsuit.

Who Should Attend

Community Manager/Director, Multi-site Manager (Area, Regional), Leasing Managers, Leasing Professionals, Maintenance Managers/Supervisors/Technicians, Training, Compliance and HR Professionals.

Speaker(s)

Doug Chasick

Doug Chasick, CPM®, CAPS, Adv. RAM, SLE, That Fair Housing Guy™, is the former President of the Fair Housing Institute, Inc. With more than 46 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. 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 “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.

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