Community Transitions During the COVID Pandemic

Despite the interruptions to almost every facet of our business due to COVID-19, Roscoe Property Management has continued to successfully transition management of multiple communities in the last four weeks. In that time, RPM has taken over eight high-profile properties in the Austin, San Antonio, Houston and DFW Metroplexes totaling an addition of 2,000 units to the portfolio.  RPM is also currently working on five deals under construction with units delivering in May and June.

The primary contributor to our recent successes has been our dedicated Client Services team. Made up of eight individuals solely focused on ensuring a systematic and practiced management transition, this team manages the conversion process from start to finish. Most impressively, this team ensures website and software platforms, resident payment and application functionalities, and accounting reporting capabilities are all setup and fully functioning as of takeover day.

During prior takeovers, at least one member of the Client Services team would be present and partner with the RPM Operations team to assist in the physical transition of the community. Adapting to the risks posed by COVID 19, the Client Services team has pivoted to a fully remote format, where they conduct pre-takeover calls and trainings with the incoming RPM Regional Manager and Community Manager to ensure all property information is disseminated and understood.  Through RPM’s IT Managed Services Provider, the Client Services team facilitates remote onboarding of the leasing office’s computer equipment and utilizes video conferencing and screen sharing tools to support the site team for as long as is needed post-takeover.

The enthusiasm and dynamism that both the RPM Operations and Client Services team members bring to each transition is illustrated through the positive feedback received from residents and clients alike. The powerful combination of dedication and expertise, and a nimble approach have allowed the Client Services team, and RPM, to continue to thrive during the COVID-19 pandemic.


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Fair Housing

We believe all residents and prospective residents deserve to be treated equally and fairly at all times. We are committed to doing business in accordance with the Fair Housing Act. It is illegal to discriminate against any person because of race, color, religion, sex, handicap, familial status (having one or more children), or national origin.

If you feel we have not met our commitment or obligations under the law, please contact us at please contact us at 512-480-9886 or use the contact form on our website. You can also file a complaint with the Department of Housing and Urban Development:

US Department of Housing and Urban Development
Assistant Secretary for Fair Housing and Equal Opportunity
Washington, DC 20410
www.hud.gov
1-800-669-9777 (toll-free)
1-800-927-9275 (TTY)

AMERICANS WITH DISABILITIES ACT

We are committed to complying with the Americans with Disabilities Act. As part of our commitment, we will always make reasonable accommodations to our policies or modifications to existing premises, where necessary, to allow individuals with disabilities the opportunity to use and enjoy our properties and work with us.

 

If you feel we have not met our commitment or obligations under the law, please contact us at 512-480-9886 or use the contact form on our website.

AARPM is a home for innovation in the multifamily industry. Through our partnership with Zendesk, an industry-leading customer support software, we are able to provide all RPM team members with prompt and responsive support that enables them to manage the cutting-edge property management applications and programs that power our resident and client services.

Zendesk is a multi-faceted customer support tool used by 150K+ companies around the world. Using Zendesk, we have created a three-pronged support system: a robust self-help knowledge database, an intuitive support request ticket system, and detailed reporting on requests and resolutions.

Our “Help Center” knowledge base is a self-help hub for policy announcements, required forms, training materials, and more. We conduct rigorous analysis on monthly search topics and search volumes to constantly improve our library of over 500 articles. With approximately 6K article views per month, our team knows they can rely on the Help Center as their first stop for support.

At the heart of Zendesk is the support request ticket system. Based on the request type, received requests are automatically routed to the appropriate department for review and resolution. We receive approximately 1600 requests a month, 91% of which are responded to within 24 hours, and, on average, are resolved within 1 business day. Real Estate industry key performance indicators compiled by Zendesk indicate RPM’s support response time is twice as fast as other real estate industry clients also using Zendesk.

Tying together our data from the Help Center and the ticket system is our reporting suite. We review performance reports bi-weekly, monthly, and quarterly both internally and with members of the Operations teams. Our Training department uses Zendesk data to identify immediate training needs of team members and gaps in current learning materials. IT and Application Management analyze the health of our software platforms and status of our pilot programs. Regional leaders can see the types of issues their teams are having, who is having them, and determine how best to deploy additional resources. Our responsive approach to reporting ensures we make data-driven decisions that continually strengthen our people, processes and platforms.

RPM’s investment in support technology keeps us on the leading edge of the real estate industry. Our commitments to efficient support, continual learning, and data-driven decisions engender a culture of innovation, where cultivating the people behind the properties, our RPM teams, is our primary concern.