RPM’s Virtual Training & Onboarding Process

We provide essential services for our residents and it’s important that we continue to exceed their every need – even during unprecedented times. To make that happen, we must invest in the people behind the property. Over the past few months, RPM has easily transitioned to a virtual-only classroom to support our employees during times of change.  

Fortunately, we were already accustomed to remote training options. We take a blended approach to learning, offering a variety of eLearning courses, webinars, classroom and one-on-one training. Employees typically learn basic details of a new policy or process by taking self-paced eLearning courses and then apply that new knowledge with a group of their peers through roleplay, case studies, discussions, and games. Some of that group learning already took place remotely, but when we stopped holding in-person classroom events in March, our training team was able to quickly convert all remaining classroom and one-on-one training events for our new virtual classrooms.  

For events which include a large amount of roleplay, we limited class sizes and incorporated break-out groups so participants could actively participate throughout the entire event. The training team also made virtual versions of flipcharts and swapped out buzzers during games with responses in the chat.  

Our training managers join each event with video and encourage all participants to do the same because participants get more out of the content when they can see how their peers engage with the material.  

In addition to updating the delivery of existing curriculum, our operations, marketing, and training teams have been partnering to build new resources so our employees have the tools they need to be successful in this new environment. As new policies and procedures went in place to promote social distancing, our team members had access to custom-created courses which explained the processes in detail and provided examples for conducting virtual tours and guidelines for completing work orders. The support teams also started partnering with communities who have been successful in the current environment to build eLearning courses, share best practices in Yammer (our company-wide social media platform), and to participate in panel discussions to help share their knowledge and experiences.  

We have onboarded nearly 100 new employees since we switched to the virtual classroom. In the past two months, our team members have spent a total of 1600 hours in virtual training events in addition to completing about 5,000 self-paced eLearning courses. Our commitment to continuous improvement and investing in the success of our employees has helped us continue to grow and ensure our employees feel supported in these challenging times. 


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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.