February 26, 2024

Welcome to People and Properties, the Cohen-Esrey newsletter where we celebrate the successes of our team members and keep you informed about what is happening in the Cohen-Esrey world. If you have something you would like to share or an achievement that you would like to celebrate, please send it to Lee Harris at lharris@cohenesrey.com. If you are on a property, please print and distribute this newsletter to each member of your property team. You can also find People and Properties on KnowledgeNet. Click here to view previous editions.

More Apartments in the Big Easy

Cohen-Esrey Communities (CEC) has assumed management of the Bastion I & II Apartments in New Orleans, LA, for a third-party client. This is CEC’s second property in NOLA – the first being the historic Falstaff and Dorgenois Lofts. The Bastion is a 58-unit affordable property – Phase I was constructed in 2016 and Phase II in 2019. While conceiving the Bastion design, the architects faced several challenges. For one, they needed to balance high density with a respect for the suburban context. Providing open space was also essential, as was anticipating flooding and preserving the site’s 60-year-old trees. The property is in Gentilly, a suburban neighborhood largely dominated by single-family homes. Gentilly is bounded by Lake Pontchartrain to the north, Industrial Canal to the east, City Park to the west, and Interstate 610 to the south. The Federal Bureau of Investigation operations its New Orleans field office in Gentilly. Bastion is meant to offer a “protected but inclusive and thriving live-work environment” for post-September 11 combat veterans and their families. Our client partnered with a New Orleans-based veterans advocacy and support organization to bring this project into reality.

Apartment interiors are appointed with plank-style flooring, full-size washers and dryers, ceiling fans, granite counter tops, stainless appliances, and pitched ceilings which provide a very open feeling to the single-story buildings. One-bedroom units range from 720 to 792 square feet and rent from $741 to $769 per month. Two-bedroom units are 876 square feet and rent from $902 to $1,225 per month. Three-bedroom units range from 1,200 to 1,320 square feet and rent for $1,026 to $1,382 per month.

The Property Manager position is open at the present time and Dawn Boyer (2022), is the Regional Manager. Paige Bohling (2022) is the Property Accountant, Garrett Cook (2022) is the Accounting Assistant, and Rodney Chmidling (2015) is the Accounts Payable Specialist.

We welcome the following new team members to Cohen-Esrey and the Nexus 5 Group.

Atleigh Woosley – Andover Park, Kansas City, MO – Property Manager
Mario Johnson – Hawthorne Hills, Cedar Rapids, IA – Lead Maintenance Technician
Brandi Mirakhori – Lofton Place, Fort Worth, TX – Leasing Agent
Kaytlynn Edmonds – Willowpark, Lawton, OK – Property Manager
Sarah Maxwell – Corporate Office – Recruiter – Rehire
Quinton People – Tall Oaks, Conyers, GA – Assistant Property Manager
Ashley McKibbin – Centennial Manor, Sioux City, IA – Property Manager
Paul Ahlers – Centennial Manor, Sioux City, IA – Maintenance Technician
Stephanie Jones – Centennial Manor, Sioux City, IA – Resident Services Assistant
Sara Tedder – Champion at Bluegrass, Lexington, KY – Property Manager
RL Riggle – Pam Apartments, Pampa, TX – Maintenance Technician
Andrea Hernandez – Brighton Creek, Kansas City, MO – Leasing Agent

Meet the Greenwood Estates Team

Meet the Greenwood Estates team. L to R – Timothy Hollie (2023) Make Ready Technician and Groundskeeper; Tiffany Hollie (2023), Assistant Property Manager; Ericka Young (2024), Property Manager; and Clayton Hale (2023), Lead Maintenance Technician. This 125-unit affordable property in Peoria, IL, is managed by CEC for a third-party client.

Welcome Angie!

We are excited to announce Angie Bocquin has joined Cohen-Esrey Communities (CEC) team as a Regional Manager in the Affordable Department. She currently oversees five properties is the Kansas and Oklahoma area and will soon be adding several new assets in Nebraska.

Angie started in Property management in 1998 as a leasing agent in the Kansas City Metro area. She quickly moved through the ranks to Property Manager, Senior Site Manager and added project management as well, renovating seven assets in the Kansas City metro area alone. She has also helped procure new assets by assisting with due diligence around the country.

She has experience in conventional and affordable housing, most recently in project-based Section 8, LIHTC and layered properties. Angie has a results-driven attitude and loves to think outside the box, which has given her the ability to efficiently reposition struggling assets. She attributes this to effective communication with team members, owners and residents as well.

In her spare time, she enjoys spending time with her family and hobbies include photography and cooking.

Welcome to Cohen-Esrey, Angie!

Transformational Construction!

Construction continues at several Cohen-Esrey Development Group (CEDG) future communities.

Concrete footings being poured at The Launchpad in Colorado Springs, CO,

Panorama Heights in Colorado Springs, CO, is really taking shape.

The Trails at Lehow in Englewood, CO, is weeks away from opening. Asphalt will be poured in the parking lot during warmer weather.

Courtyard view of the Loma Vista Lofts in San Antonio, TX.

Structural steel has been moved onto the site at the Lofts at Creekview in San Antonio, TX, to build a 900+ foot long retaining wall.

The partnership closing for Lewis Lofts in Mankato, MN is days away. Some sitework is already underway. Sinclair Flats can be seen in the background.

How Do They Do It?

In this installment of our series, How Do They Do It, we are interviewing our HR Department. Here is the question we asked.

How do you serve the Human Resources needs of 400+ team members scattered across 17 states?

L-R – Dee Krause, Gina Long, Jennifer Turner, Marilee Scheid, Sara Antar

Serving team members needs across 17 states requires a comprehensive and strategic approach from Human Resources (HR) to ensure consistency, compliance, and efficiency. It all starts with our HR team members from recruitment, selection, on-boarding, training, getting them paid and helping them Thrive as they pursue their career with Cohen-Esrey and Nexus 5.

Human Resources partners with hiring managers for recruitment and selection. Dee Krause (2022, Recruiter, leads these efforts. When a corporate position or Property Manager position needs to be filled, Dee consults with the manager to determine what they are looking for and ideas on where to find the best candidate. When candidates apply, it is critical to quickly determine if they may be a fit and get them scheduled for a screening interview to determine how to proceed. There is a lot of administration that takes place also from getting all open positions posted to extending offers and following up on backgrounds, etc.

Gina Long (2022), Human Resources Generalist works to complete a smooth transition for our team members. This begins before the team member ever starts. Gina ensures new hire documents are launched and completed so she can onboard the new team member. We want team members to have the best first day ever! Gina assists with benefit questions and is available to discuss any questions or concerns the team member may have. Gina equates her success to having a strong HR team that works together. She and Dee work closely to put all the pieces in place through open communication to be sure all the moving parts work well and run smoothly. If not for a cohesive team, it would be difficult to maintain the Team Member Fulfillment we strive for!

We have a centralized administration from our Corporate Office which includes KNET CE University to manage processes and policies for uniformity across all states. KNET OASYS also assists with providing information for the Cohen-Esrey way. Training for the field team members is managed by Karen Crouch (2019), Director of Customer Fulfillment. The Learning and Development efforts for the corporate staff and Nexus 5 are led by Marilee Scheid (2019), Director of Learning & Development who is a member of the HR Team. We are focusing development efforts on our future leaders with Cohen-Esrey’s Level Up Program which is in development. It’s also critical for team members to take annual courses to keep us in compliance.

Pay day Friday is always a great day and is not possible without, Sara Antar (2002), Payroll Administrator. Sara not only makes sure we all get paid but handles many outside payroll requests from agencies and government entities. We all work closely with Sara to ensure information is correct to again maintain that Team Member Fulfillment. Sara is also our spreadsheet queen and Spanish interpreter!

Jennifer Turner (2018), Director of Human Resources, makes sure all the above happens while maintaining open lines of communication with team members across all states to ensure Team Member Fulfillment through company policies and benefits all while keeping up with new laws and regulations. She is always looking for flexibility in systems, processes, and staffing models to keep the organization relevant. In fact, we will be implementing a new payroll system this summer which you will be hearing more about soon.

We believe it’s critical to have fun too! Marilee and other team members provide motivational thoughts and quotes weekly, along with some funny Teams’ chats! We care about what is going on in each other’s lives and families. We strive for a fun and encouraging environment.

Leadership in Focus

By Karen Crouch (2019), Director of Customer Fulfillment

Unleashing the Power of Active Listening: Unveiling the Power of Active Listening in Communication

In this edition of "Leadership in Focus," we embark on a journey of exploration into the realm of communication. Our spotlight is fixed on the pivotal role of active listening and its profound impact on the landscape of communication. We aim to delve into the transformative influence of active listening, paving the way for more effective, prepared, and informed leadership.

Seek First to Understand, then to be Understood:

When we contemplate communication, our minds are often drawn to the art of speaking, message crafting, and interactions with our esteemed team members, vendors, and valued residents. It's natural to prioritize our ability to eloquently convey information. Yet, amid the rush of words in our fast-paced world, one vital element often lingers in the background – active listening. The key to delivering clear, concise, and pertinent information lies not only in the art of speech but in our capacity to become exceptional listeners.

Why Active Listening Takes Precedence:

Builds Trust: Active listening demonstrates that you value the opinions of your team members and residents, fostering trust and nurturing a positive atmosphere.
Enhances Understanding: It delves deep into issues and challenges ideas, allowing you to perceive things from the speaker's viewpoint.
Effective Problem Solving: Active listening unveils the root causes of issues, equipping you with comprehensive information for more effective solutions.
Better Decision Making: Ensuring that messages are received as intended leads to more informed and thoughtful decisions.
Resolves Conflicts: A potent tool for conflict resolution, active listening ensures a fair and balanced resolution by truly hearing both sides.
Promotes Collaboration: When individuals feel heard and understood, they are more likely to collaborate effectively and bring forth their finest ideas.

Actionable Steps to Elevate Active Listening:

Give Your Undivided Attention: When a team member or resident speaks, focus on the conversation, and eliminate distractions.
- Actionable Item: Remove distractions such as phones, Teams, or emails, and direct your full focus toward the speaker. Maintain eye contact, nod affirmatively, or utilize non-verbal cues to convey your absolute engagement.
Refrain from Interruptions: Extend the courtesy of letting the speaker fully articulate their message
- Actionable Item: Interrupting disrupts the flow of a conversation and can leave the speaker feeling unheard. Avoid interjections, for they may distract the speaker, causing the full message to remain unspoken.
Seek Clarity through Questions: Whenever necessary, seek clarity to grasp the speaker's perspective.
- Actionable Item: In moments of ambiguity, ask open-ended questions that encourage the speaker to expound. You might say, "Can you elaborate further?" or "Could you share your thoughts on that?"
Reflect and Paraphrase: Echo back what you've heard to validate comprehension.
- Actionable Item: After the speaker has shared their thoughts, rephrase, or summarize their words in your own style. This not only underscores your active listening but also rectifies any misunderstandings.
Empathize and Validate: Acknowledge the speaker's feelings and viewpoint.
- Actionable Item: Employ empathetic phrases such as "I understand your perspective" or "It seems this matters to you." Validating emotions fosters a nurturing environment.
Embrace Patience: Especially in intricate or emotional discussions, exercise patience.
- Actionable Item: Avoid rushing to conclusions or solutions. Sometimes, individuals need time to convey their thoughts thoroughly, and patience ensures more effective communication.
Suspend Judgment: Keep your mind open and judgments at bay.
- Actionable Item: Refrain from forming premature opinions or assumptions. Listen without preconceived notions, even if your initial inclinations differ from the speaker's.

By instilling these actionable steps into your habits, you embark on a journey to become a masterful active listener, increasing your effectiveness as a property management leader. This skill will not only enhance your professional life but also enrich your personal interactions, for the power of active listening transcends boundaries.

Introducing the Cohen-Esrey Level-up (CELU) Program for Team Member Development

By Marilee Scheid (2019), Director of Learning and Development

We are thrilled to introduce the concepts behind our Cohen-Esrey Level-up (CELU) Program. This initiative is designed to elevate the skills and professional growth for you. The CELU Program serves as a testament to our Commitment to Team Member Fulfillment and will provide comprehensive courses catering to three pillars: technical expertise, leadership development, and personal growth. This program will reflect the company's dedication to fostering a culture of continuous learning and advancement. You can think of the program as earning your “Masters or/Doctorate” with Cohen-Esrey University. We will be building individualized development plans for every team member who is accepted into the program for a clearly defined career path. Whether you aim to master your current role or pursue a promotional track, taking courses is a clear step in the right direction, although not a direct route to promotion.

Key Highlights of the CELU Program

Technical Expertise: Team members will have access to a range of courses focused on advancing technical skills relevant to their roles. From the latest industry trends to specialized tools and technologies, the program is tailored to keep team members at the forefront of their respective positions.
Leadership Development: Recognizing the importance of effective leadership, the CELU Program includes modules dedicated to leadership skills. Managers and aspiring leaders will benefit from courses covering strategic decision-making, team building, and effective communication.
Personal Growth Opportunities: Beyond professional development, the program emphasizes personal growth. Courses on time management, stress reduction, and work-life balance are integral components, ensuring team members thrive both personally and professionally.

The CELU Program will stand as a testament to the company's dedication to fostering a skilled and empowered team. More details will be provided on requirements, how to apply, and the launch date.

Jeanette Jayne Named to Newhouse Board

Jeanette Jayne (1996), Executive Vice-President and Managing Director of Cohen-Esrey, LLC (CE) has been named Vice-Chair of Newhouse. Newhouse is a domestic violence shelter in Kansas City, but it is also so much more. Newhouse provides not only a safe place to live, but legal assistance, on-staff therapists, transportation, mentorship, and a school for the children. Every year, one in 15 kids are exposed to domestic violence. When a child witnesses abuse, they are three times more likely to engage in violent behavior when they grow up. Interested in more statistics?

Newhouse was founded in 1971.
One in three women and one in four men have experienced domestic abuse.
Newhouse has 88-beds and is always full.
12,000 calls for help are received each year across KC.
Translation in more than 120 languages available with live interpreters.

To break the cycle of domestic violence, we must influence the next generation. At Newhouse, the vision is to shatter the barriers that feed that cycle of abuse for all to live a life free of domestic violence. The Newhouse website can be found at https://newhousekc.org/.

Jeanette will become Chair of this organization in 2026. Jeanette’s support of Newhouse is one of her ways of delivering our Core Values of Commitment and Community Impact. Congratulations on this tremendous honor and thank you for all that you are doing to promote and support Newhouse!

Amazing Alphabet Soup

At Cohen-Esrey we are blessed with many team members who have achieved a wide range of professional certifications. Here is a list of those designations – some are held by multiple individuals. If you hold a professional designation or certification that isn’t on the list, please let us know. Congratulations to everyone who has earned a certification or is working toward one. Higher levels of education in our respective fields of specialization will help us deliver the performance and results that are needed by our clients and investors.

Fun Photos

How about this for a cool community space?! The Big Chair Lofts in Thomasville, NC, is a very unique property. Formerly, a factory that manufactured furniture for the Thomasville Furniture Company, Big Chair was repurposed into 139 affordable housing units through a partnership of Third Wave Housing and the Cohen-Esrey Development Group (CEDG). This room (it’s much larger than shown in the photo) offers residents a space where they can congregate and enjoy social activities.

Congratulations to Emily Fletcher!

We’re excited to announce that Emily Fletcher (2022), has been promoted to Property Accounting Assistant - Supervisor. Emily joined Cohen-Esrey Communities (CEC) as a Property Accounting Assistant two years ago. She has excelled in her position. For the last year she has been creating and implementing the new accounting initiatives, including being the trainer for those initiatives, in addition to her other duties. Emily is very knowledgeable about tenant ledgers and accounting procedures.

Emily was previously the Receptionist in the Corporate Office in 2020 – 2021 and left for a brief period where she taught English overseas. She has been very active in leading the Fun Team and has rolled out several events that were well received.

We are excited to add to her Roles and Accountabilities supervising the Property Accounting Assistants.

Congratulations, Emily!

Another Empowerment Story

By Brent Phillips, CPM (2021), Director of Maintenance and Safety

Brent Phillips, CPM (2021), is the Director of Maintenance and Safety for Cohen-Esrey Communities (CEC). Here is what he has to say about his Empowerment:

Recently I was asked, “why do you stay in multifamily?” It was a fair question and it caught me off guard as I realized I had not given it much thought before. Maintenance is a necessary component of all industries. With my experience transitioning into a different field would surely be easier for me than it is for most.

While I didn’t have a specific answer at that moment, I did know that I was right where I wanted to be. After spending the next few days reflecting on how I would answer that question in the future I concluded that the answer was simple. At Cohen-Esrey I work for a company that Empowers Me to Thrive!

In my personal and professional life there are many things that bring me joy but chief among them is learning and helping others. Recently I completed the Certified Property Manager (CPM) certification process through the Institute of Real Estate Management. Doing so was a goal I set for myself many years ago at the suggestion of a former Cohen-Esrey Regional Manager after applying for a Property Manager position. Completing this goal would not have been possible without the mentorship, support, and guidance I have received from so many within the Cohen-Esrey family.

In my daily functions with Cohen-Esrey, I am regularly given the opportunity to ask, “how can I help?” From rolling out new a new initiative to training new team members to helping to source new vendors and so much more I find that, almost every day, I can help someone solve a problem. While the challenges of any given day may vary, I wake up excited and energized to meet them. I believe that this is a direct result of how I have been Empowered to Thrive in my time at Cohen-Esrey and that I am right where I belong!

It’s the Little Things That Make a Big Difference

This is a continuing feature in People & Properties where we highlight small Property Management 101 types of things that should be done to deliver Customer Fulfillment – and cost little to no money. Let’s talk about . . .

CALL RESIDENTS AFTER MAINTENANCE SERVICE.

I know, calling people on the phone may seem like a futile effort. Hardly anyone answers the phone these days – so what’s the point? Here’s the thing. Calling a resident after maintenance service has been performed is a way to “close the loop.” Did we deliver Customer Fulfillment? Is there anything else we can do to make the resident’s experience that much more wonderful? So what if the resident doesn’t answer the call. Leave a voicemail with the same message and get the same “credit” for trying. Maybe the resident will call back with another request. That’s yet another opportunity to further cement the relationship and serve the needs of the customer. Regardless, it costs nothing to pick up the phone and dial away. If one in ten residents actually answers that means leaving voicemails for the other nine – something that could be accomplished in 10 or 15 minutes.

NPS Leaderboards

The three NPS Leaderboards have been updated as of February 23, 2024, using the new NPS calculation methodology that we reported previously. In the 50-Units or Less category Mills Crossing (Salem, IL) continues to lead with a perfect score of +100.00. In the Properties 51 to 120-Units category, Orchard View II (Farmington, MO) is in first place with an NPS of +96.00. And in the Properties of More than 120-Units category, The Boulevard (Springfield, IL), has a firm grip on the lead with an NPS of +91.94. There are 25 properties on Leaderboards – two more than last month, and there are six properties on Leaderboards with an NPS of +90 or higher – one more than in January. They include Mills Crossing, Rankin Mills, Orchard View II, The Boulevard, Summit at Osage, and Justin Place. The overall NPS has dropped to +33 (from +41 a month ago) and the Nexus 5 Group continues to hold steady at +88. Seeing the overall score drop precipitously is not good. Every team member must redouble his or her efforts to deliver Customer Fulfillment – right now we’re not doing enough.