The People Behind the Property | Meet Nayeli

With many people avoiding urgent care facilities due to fears of COVID-19, some healthcare services have continued providing essential services. Nayeli, optician and resident at The Dawson, is helping the community with urgent eye care needs.  

“For some people, it can be as simple as ensuring they have glasses so they can see and work,” Nayeli said. “For others, it can be helping them find the source of pain in their eyes. In the past month, we’ve had four patients who if they wouldn’t have come to us late on a Friday, they would’ve been blind by Monday due to underlying conditions like diabetes or high blood pressure.” 

In Nayeli’s office, the team implemented several protocols to mitigate risk while working closely with the public. The employees wear goggles or face shields, face masks, and covers over scrubs. They use UVC lights to sanitize equipment and utensils.  

“We are limiting how many patients we see,” Nayeli said. “When we see a patient, we take their temperature, they wash their hands, and we ask that they do not touch their phones. The rooms and chairs are sanitized after the patient leaves. If they try on a pair of glasses, they’re sanitized with peroxide, soap and UVC light.”  

While the additional procedures do add a layer of safety, they have caused some new challenges for Nayeli. 

“It’s really taken a toll on my hands – they’re raw from washing,” Nayeli said. “It’s okay, though – I’ll do a hand treatment when this is all over. We’re blessed to have everything we need – from plenty of hospital-grade disinfectant, to goggles that don’t fog. We’re even assigned specific phones so I don’t put my face on shared equipment. I feel safe right now.”  

The procedures have resulted in longer work hours and fewer days off for Nayeli who misses spending free time with her husband and her eight-month old English Bulldog, Olly. Since she works with the public, she has also decided to isolate from friends and family. 

“That’s my worst fear – giving it to someone else,” Nayeli said. “I can’t spend time with my mom – I just roll the window down and give her what I need to give her. She’s high risk.” 

Nayeli said living at The Dawson has helped her adjust to life in quarantine. 

“We’re so glad we live here,” Nayeli said. “We have all the amenities we need here and can walk around the community. If we had to go to the park, there would be too many people.” 

Seeing how people respond and help each other has also inspired her during this time.  

“It’s refreshing to see the kind side of co-workers,” Nayeli said. “If a patient arrives without gloves or a mask, we give them what they need because we don’t want anything bad to happen to them. I’ve also seen what RPM has done for residents – people who don’t have steady work – and I thought that was very nice.” 

Nayeli said this has also impacted how she sees herself.  

“I’ve always felt valued at work, but even more now,” Nayeli said. “I didn’t leave and I’ve shown myself I can be tough.” 

RPM is proud to serve Nayeli as a resident. She’s an important part of The People Behind The Property making a difference despite great obstacles. We are grateful to her for the dedication and resiliency she brings to her work and our community.   


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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.