This interactive and enjoyable webinar will provide housing services providers with an enhanced understanding of the importance of providing good customer service, thereby reducing fair housing complaints. Learn strategies for developing safe relationships with residents while staying within fair housing guidelines.
Upon completion of this webinar, participants will be able to:
* Recognize good and bad customer service
* Identify and use effective communication skills
* Implement strategies for managing difficult resident behaviors
* Discuss and utilize property management best practices
* Improve their skills in developing safe relationships with residents while staying within fair housing guidelines
* Address the 10 most common fair housing mistakes
About Your Instructor: Ruben Rivera-Jackman, MNPL, speaker, trainer and nonprofit leadership consultant, has an accomplished 30+ year career as a nonprofit leader with practical experience in, and solid understanding of, a diverse range of management, program development, and service delivery applications. Mr. Rivera-Jackman has a passion for working with, and advocating on behalf of, older adults, and has a natural ability for providing instruction and training for adult learners. After nearly 12 years of service as a Senior Resident Services Manager at the King County Housing Authority (KCHA), Mr. Rivera-Jackman has accepted the opportunity to serve as the Director of Resident Supports and Services for the Senior Housing Assistance Group (SHAG), one of the largest and leading affordable senior housing providers in Western Washington. Mr. Rivera-Jackman was the recipient of the 2011 American Association of Service Coordinators (AASC) President’s Award of Excellence. This award is given to a member who, in the opinion of the AASC President, is deserving of recognition for his/her work in the service coordination profession.
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