The People Behind the Property | Meet Stephen

Leading a staff responsible for helping people re-enter society after incarceration is no easy task. It includes coordinating housing, providing employment guidance, and supporting people as they rebuild their lives and make their way back into the community.

Amid the coronavirus crisis, Stephen, resident at RPM-managed Muir Lake, faced new challenges in his role as Deputy Director of Re-entry and Integration Division for the Texas Department of Criminal Justice (TDCJ). First, his team faced the logistical challenge of transportation.

“We had to stay up-to-date with all county ordinances and look at each route to see if transportation services were available to get offenders to their destination or if we had to coordinate pick-ups by calling the releasing person’s family,” he said.

His staff and the recently released offenders also struggled with fears of the virus. Stephen’s team had daily contact with the public, so he eased their concerns with communication.

“I focused on educating everyone on CDC protocols and ensured policies and procedures were being followed,” Stephen said.

This isn’t the first crisis he has faced. During Hurricane Harvey, he was responsible for helping evacuate facilities, ensuring all offenders were moved out of the impact zone, and then finding offenders placement after the impact. Stephen said that was a different kind of emergency.

“You knew there was going to be an end to that crisis; you knew the water was going to recede,” he said. “But this will be an ongoing issue – even when it levels off, it can still come back.”

Stephen will be retiring at the end of this month, after having served the TDCJ for over 23 years. He began his career as a prison guard and worked through various roles with the goal of making a difference in the lives of people serving time in TDCJ facilities. With one of his last major projects, he assisted with a new program called STRIVE (Strength Through Restoration, Independence, Vision and Empowerment), which was created specifically to help women in the criminal justice system learn new job skills and achieve vocational certifications, so they have employment upon release.

As society continues to adjust to the new normal, Stephen has seen some positive impacts.

“You’re seeing more people spending time together,” he said. “There are more people outdoors together and typically you don’t see that family time. In work, people are finding new ways to do jobs – things we didn’t think of before. There are so many new opportunities.”


Leave a Reply

Your email address will not be published. Required fields are marked *

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.