The People Behind the Property | Southtown Flats

At RPM, we pride ourselves in building communities where residents make connections and build relationships – a place where neighbors become friends. That is no easy task in times of social distancing.

The team at Southtown Flats in San Antonio has met that challenge head-on. They have held a variety of events from balcony parties and breakfast-on-the-go to scavenger hunts which allow neighbors to have fun together, separately.

“Keeping residents engaged is the most exciting part of our job,” Destanie, leasing associate at Southtown Flats said. “We want to give residents a chance to get to know us. We like to socialize with them and get to know them on a personal level.”

At Southtown Flats, it started with gift bags left at residents’ doors when the offices closed.

“We wanted the residents to know we’re still here for them,” Destanie said. “If they were lonely, we wanted them to know they could talk to us. If they needed something, we wanted them to know we’re still here to help.”

The residents at Southtown Flats are very social and are used to attending regularly scheduled community events. The team started looking for ways they could foster that sense of fellowship, but still practice social distancing.

“We saw what was happening in Italy and knew right away our residents would love a balcony party,” Destanie said.

The team knew promoting the event would be important with so many competing priorities. They used multiple approaches including email, social media, and flyers in the elevators. They also sent out party favors in advance, so the residents received their bubbles and water guns before the event.

“Our residents were dancing and some even had a water-gun war,” Destanie said. “It was fun to see residents out, practicing social distancing but still having fun. It was nice to give them something to look forward to.”

The entire team at Southtown Flats is responsible for coming up creative ideas for resident engagement.

“We all work next to one another and are talking throughout the day, sharing ideas,” Destanie said. “We talk through ideas with each other to ensure it’s a good fit for our residents and if so, our manager lets us run with it.”

It was this kind of collaboration that inspired their #DontFeelLikeACastaway scavenger hunt.

“It was a time when everything in the city was closed and you weren’t supposed to leave unless it was essential and that could lead people to feeling alone,” Destanie said. “We didn’t want our residents to feel down; we wanted to get everyone out of that mood.”

That’s when Art, service manager at Southtown Flats, came up with the scavenger hunt idea. The team made a Wilson volleyball and hid it around the community, leaving clues to the location each day on social media. Residents who found Wilson took a photo and posted on social media with the hashtag.

These activities and events have led to more resident engagement. Southtown Flats has seen a 45% increase in engagement on social media and received several positive comments from residents thanking them for their efforts.

While the team is continuing to plan activities like food trucks and engagement with local businesses, they are eager to start traditional events again. Until then, they are busy planning more ways to give back to the community on National Service Day and reflecting on the lessons they’ve learned in the past few months.

“I’m proud of my team,” Destanie said. “We’ve worked together to overcome obstacles and we’ve learned a lot. We’ve stayed connected with our residents and taken extra steps to be there for them and stay present.”

RPM is proud of the team at Southtown Flats for bringing creativity and determination to exceeding every need for their residents. They are an important part of the The People Behind The Property making a difference and building a sense of community.


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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.