#Apartmentalize · How to Recruit and Retain Talent in Today’s Competitive Market Do More, Be...

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June 13-16, 2018San Diego

#Apartmentalize www.naahq.org/apt

(As of 5/24/2018)

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DAY 1 | WEDNESDAY, JUNE 13 DAY 1 | WEDNESDAY, JUNE 13

EXECUTIVE It’s an INSIDE Job: Time for an Organizational EKG

HUMAN RESOURCES

How to Recruit and Retain Talent in Today’s Competitive Market

Do More, Be More: Bringing Corporate Social Responsibility Home

The 2020s - Can Apartments Meet the Demand?

Fundamentals of Investing & Financial Concepts

Customer Experience: The (Not So) Secret Sauce from Top Organizations

Rituals, Routines and Rewards that Recharge Your Life!

LS LEASING Apartment All Stars Present: Turn Up the Power Amenities: The Misunderstood Revenue Driver

Technology in Maintenance: It’s Here, Let’s Overcome the Fear

Maintenance Staffing: Strategies to Resolve Our Industry’s Pain Point

Please Don’t Go: Long-Term Resident Retention Creating Real Brand Value Propositions: Not Just Another Marketing Gimmick

Transforming Your Underperforming Properties

Stronger than the Storm: Property Management and Natural Disasters

Unlocking Savings through Waste and Recycling Management

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Session Type 12:30 p.m. – 1:30 p.m. 1:45 p.m. – 2:45 p.m.

Wednesday Learning Areas

Wednesday Social Media ChallengePost a photo with a colleague or new contact you made at the Conference Welcome Reception for a chance to win a $100 Visa gift card.#AptSocial | #Apartmentalize | #SanDiego

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8 a.m. – 5:30 p.m. ATTENDEE REGISTRATIONLobby D, Ground Level

8 a.m. – 5:30 p.m. EXHIBITOR REGISTRATIONLobby D, Ground Level

9:45 a.m. – 10:45 a.m. REGION MEETINGSUpper Level

12:30 p.m. – 1:30 p.m. EDUCATION SESSIONS Upper Level

(WED-A01) Apartment All Stars Present: Turn Up the Power Room 6AEveryone needs an extra boost to conquer their toughest challenges, so turn the dial up to 11 with insight into sales and marketing trends and ideas happening in the industry today.

Toni Blake | Owner, TotallyToni.com, Apartment All StarsLisa Trosien | President, ApartmentExpert.com, Apartment All StarsMindy Williams | President and CEO, Rent & Retain Magazine, Apartment All StarsKate Good | Principal, SVP of Development and Operations, Hunington Residential, Apartment All Stars (Moderator)

(WED-A02) Stronger Than the Storm: Property Management and Natural Disasters Room 5BNatural disasters often lead to drastic challenges and changes to industries, and rental housing is no exception. Will you know what to do at your community if a natural disaster strikes?

Cynthia Adams | Portfolio Manager, Bridge Property ManagementMatthew Komos | VP, U.S. Financial Services Research and Consulting, TransUnionTracie Yoder | SVP, U.S. Residential

(WED-A03) Please Don’t Go: Long-Term Resident Retention Room 11BUncover new ways of viewing the customer experience and why retention is critical to your bottom line. Hear how to develop a renewal strategy that makes residents feel valued and leads to higher renewal rates.

Anna Geary | President, Show My Property TVAlexandra Jackiw | President, Milhaus ManagementMindy Price | VP of Sales, J Turner ResearchLori Valenti-Webb | Director of Marketing, Wood PartnersJamie Matusek | President, Catalyst (Moderator)

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APARTMENTALIZE OFFICIALLY BEGINS

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(WED-A04) Do More, Be More: Bringing Corporate Social Responsibility Home Room 6BCorporate Social Responsibility is more than participating in charity events or gathering donations from residents. Learn how companies have ingrained CSR as part of who they are and their company brand to the benefit of both the organization and the community at large.

Corey Gibson | Principal and CFO, Middleburg Real Estate Partners, LLCJamie Preski | Director of Talent Acquisition, Equity ResidentialPete Regules | Director of Multifamily Products & Sales, CortAndy Helmer | CEO, Shelters to Shutters (Moderator)

(WED-A05) Transforming Your Underperforming Properties Room 33BOptimizing performance is critical when you’re looking at the long-term value of an asset. Dig into real-life stories of communities that improved their operations and discover best practices and tools to measure and boost your community’s performance.

Nicolle Block | Area VP, AMLI ResidentialCathy Coupar | Director of Real Estate, Greystar Melanie French | EVP of Client Services, Cortland PartnersKevin George | President and CEO, InfoTycoon (Moderator)

(WED-A06) Customer Experience: The (Not-So) Secret Sauce from Top Organizations Room 6CCompanies like Zappos, Apple and Starbucks are known for exceeding customer expectations while maximizing their bottom lines. What’s their secret? Their people. Arm yourself with proven strategies and essential ingredients for success to engage your organization and your customers.

Erinn Cassidy | VP of Human Resources, PinnacleBeth Luques | Director of Organizational Learning and Development, Pinnacle

(WED-A07) Technology in Maintenance: It’s Here, Let’s Overcome the Fear Room 32BTechnology is available for the onsite and regional maintenance teams to help improve both performance and efficiency, but change doesn’t come easy. Walk away with tools to implement successful technology solutions, navigate employee challenges and provide a great experience and environment for your residents.

Dave Denslow | Managing Director, GreystarChase Harrington | President and COO, EntrataJonathan Lane | Senior Director of Maintenance and Engineering Services, Bozzuto Management CompanyTerry Danner | CEO, SightPlan (Moderator)

(WED-A08) How to Recruit and Retain Talent in Today’s Competitive Market Room 6DYour team is the foundation of your company and your success depends on your team. Learn how to recruit, interview, hire, inspire and effectively retain the best property management professionals. Because of the incredible competition for talent in today’s market conditions, it’s of the utmost importance to understand how you can keep your best team players and hire effectively for continued success.

Dena Calo | Partner, Sauk Ewing Arnstein & Lehr LLPCindy Clare | COO, Bell Partners Inc.Karen Plesh | VP of Operations, Hunt CompaniesBrad Schwartz | President, MSB Resources, LLC (Moderator)

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(WED-B01) It’s an INSIDE Job: Time for an Organizational EKG Room 11BYou place value on physical, capital and employee assets in terms of head count, salary and turnover, but do you place the same emphasis on your company’s emotional assets? Take a strategic look at the value that exists in the softer side of your organization.

Gus Remppies | Partner, Cornerstone Realty Advisors Lori Snider | Head of Learning and Experience, RedPeakSteve Wunch | Senior Director of Training & Education, Echelon Property Group

(WED-B02) Amenities: The Misunderstood Revenue Driver Room 6CCompanies often make significant investments in community amenities, but amenity-rich units can often sit on the market or bring in less return than expected. Learn how to assess the true value-add that amenities and amenity renovations offer to price units right each time.

Evan Hoffmann | Principal and Chief Strategist, Incisive Solutions, LLCRich Hughes | SVP of Data Science, RealPage, Inc.

(WED-B03) Rituals, Routines and Rewards that Recharge Your Life! Room 6BThere’s no denying that the endless barrage of emails, pings and push notifications have us challenged as we respond to shifting priorities and society’s expectations. Hear successful strategies for resetting your focus, establishing routines and recharging your mindset that lead to a more balanced and fulfilling life.

Virginia Love | VP of Training and Marketing, Waterton ResidentialDebbie Phillips | President, The QuadrillionJennifer Staciokas | SVP of Marketing and Training, Pinnacle Mark Hurley | President, Highland Commercial Properties, Inc. (Moderator)

(WED-B04) The 2020s: Can Apartments Meet the Demand? Room 6AWith the number of renters in the U.S. at an all-time high, an additional 4.6 million apartment homes will be needed by 2030 just to keep up with demand. Find out how these findings affect the way you do business during the next decade (and beyond).

Norman Miller | Ernest Hahn Chair and Professor of Real Estate Finance, University of San DiegoCristina Sullivan | COO, Gables ResidentialCaitlin Walter | Senior Director of Research, National Multifamily Housing Council Paula Munger | Director of Industry Research and Analysis, National Apartment Association (Moderator)

(WED-B05) Creating Real Brand Value Propositions: Not Just Another Marketing Gimmick Room 6DWe’ve seen the “One Month Free” banner or yard sign. While this promotion is still used to get a prospect in the door or secure a lease, it does not create value. Learn the tools to create compelling propositions along with best practices to get buy-in from your onsite teams.

Kate Irving Jarrell | Director of Marketing, Northwood RavinRebecca Rosario-Bueno | President, Full House Marketing, Inc.Jessica Sutherland | Director of Marketing and Training, 5/ten ManagementStephanie Loyd | Marketing Specialist, Blue Ridge Companies (Moderator)

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DAY 1 | WEDNESDAY, JUNE 13


(WED-B06) Maintenance Staffing: Strategies to Resolve Our Industry’s Pain Point Room 5BProperty managers all over say that staffing their maintenance positions is one of their biggest pain points. And without maintenance staff, customer service and operations suffer while repair costs spiral. Leave with strategies for finding and “growing your own” maintenance employees as well as solutions for recruitment, training and retention.

David Creek | Director of Maintenance, Hayes Gibson Property Services, LLCKimberly Hurd | SVP of Operations, Sundance Property Management, LLCPattie Woods | VP of Training and Development, Fogelman PropertiesMary Gwyn | Chief Innovator, Apartment Dynamics (Moderator)

(WED-B07) Unlocking Savings through Waste and Recycling Management Room 32BLearn ways apartment management companies reduce waste and encourage recycling at the property level. Hear real case studies and take-away strategies to create a successful waste management program that is sustainable, reduces community waste and saves money.

Craig Haglund | Program Manager of CRE & Multifamily, U.S. EPA ENERGY STARErin Hatcher | VP of Sustainability, AMLI ResidentialPeter Zadoretzky | Director of Sustainability, Bozzuto Management CompanyChris Coady | Technical Assistance Specialist, The Recycling Partnership (Moderator)

(WED-B08) Fundamentals of Investing & Financial Concepts Room 33BWant to learn the basics strategies for acquisition and disposition? Dive into analysis for evaluating property values, understanding Gross Rent Multipliers (GRM), Cap Rates (CAP) and what they mean. Boil down the analytics to property evaluation and learn how to separate different alternatives and strategies for successful acquisitions.

Chuck Sheldon | President / Qualifying Broker, T and C Management, LLC

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No matter how large your project is, NAA can connect you with suppliers and resources that

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See our full list of sponsors at naahq.org/sponsors

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3 p.m. – 4:15 p.m. LIVING ROOM LEARNING

Ballroom 20, Upper LevelGrab a seat and get ready to learn about an eclectic array of topics from passionate industry players. Each rental housing geek, technician and innovator hops up on the soapbox, armed with 20 slides that advance automatically every 20 seconds, getting to the point, fast! Join us for some humor, entertainment and passionate storytelling.

Steve Wunch | Senior Director of Training & Education, Echelon Property Group (Moderator)

Yes, A Robot Can Help Lease Apartments! Chatbots in MultifamilyJudy Bellack | Founder and CEO, Judith Lawrence Associates

Sometimes We Just Need to Find Our Inspiration!Kris Buker, CAPS | Talent & Development Manager, Security Properties Residential

Advancing Workplace DiversityGreg Cerbana | VP of Public Relations, Weidner Property Management

Ending Homelessness Can Be a Profitable Social EnterpriseSuket Dayal | SVP of Business Administration, San Diego Housing Commission

Healthy Buildings for Everyone: Using Biology to Grow BuildingsEric Corey Freed, RA | LEED Fellow, Sustainability Disruptor, Morrison Hershfield

Lifestyle & Wellness: Good for Your Bottom and Bottom LineKimberly Mitchell, Ph.D., CPM | Founder and CEO, KJM Advisory Group

Culture Pivot: Attract and Retain High Value TalentMarla Posey, CPM | Founder and CEO, SPARK Multifamily Learning + Consulting

The Persuasive Spokesperson: Words Still MatterGreg Roth | Principal, The Idea Enthusiast

4:30 p.m. – 5:30 p.m. GAME CHANGER: JONATHAN MILDENHALL The Power of PurposeBallroom 20, Upper Level Jonathan Mildenhall, former CMO of Airbnb, will discuss how a brand can become a beacon of hope and shine a light of optimism and happiness by taking a social stand and defying stereotypes. Leave feeling energized to find your passion and purpose in what you do.

5:30 p.m. – 6:30 p.m. WELCOME RECEPTIONBallroom 20 Lobby & Center Terrace, Upper Level Come meet your colleagues and start networking at the Conference Welcome Reception. Jump into the week and meet fellow attendees you’ll be seeing throughout Apartmentalize. Sponsored by


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DAY 2 | THURSDAY, JUNE 14 DAY 2 | THURSDAY, JUNE 14

AFFORDABLEHOUSING

Partnering with Your Community to End Veteran Homelessness

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TECHNOLOGY

Session Type 8:45 a.m. – 9:45 a.m.

Thursday Learning Areas

Thursday Social Media ChallengePost a photo of all the swag you collected during the NAA Exposition Grand Opening for a chance to win a $100 Amazon gift card.#AptSocial | #Apartmentalize | #SwagHaul

10 a.m. – 11 a.m. 11:15 a.m. – 12:15 p.m.

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Reigniting Passion, Purpose, and Pride for Working in Affordable Housing

Changing the Perception of Affordable Housing

Cybersecurity for IRO’s: How To Protect From Data Theft

The Age of AI: Business Intelligence Today and Tomorrow

Marketing and Pricing: The Marriage of Old Friends

Tribes, Transparency and Truth: Remember Where You Came From

Creating a Culture that Engages and Retains Millennials

A Masterpiece in the Making

Undercover Resident: The Genesis of a Community’s Reputation

Stay Calm & Demand Funnel On: Strategies that Drive Conversions Open Space Series: Leasing

Once Upon a Time...Selling Through Storytelling

Question Everything! Multifamily Disruptors Needed

Maintenance Time and Money: Getting More Juice From the Squeeze

Navigating through Changes: Insights on Maintenance Leadership, Culture, Teamwork

Practical Data for Maintenance Teams and How to Use It

Sales and Marketing to Get Past Ghosting Open Space Series: Marketing

Maximizing the ROI of Service-Based Amenities

Improving Marketing Investment Through Attribution

The Challenge of Authentically Connecting in a Digitally-Driven World

Negligence No More: Protect Yourself from Damaging Lawsuits

Revenue Management: Two Heads Are Better Than One

Supplier Skills: How to Leverage Relationships while Maintaining the Proper Sales Etiquette

Supplier Skills: Body Language Confidential

Supplier Skills: Solution Incubator

Marketing to Gen Z: Engaging a Hyper-Connected, Distracted Audience

Technology is Changing the World, Don’t Get Left Behind Open Space Series: Technology

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8:30 a.m. COFFEE BREAKOutside Education Sessions, Upper Level

8:45 a.m. – 9:45 a.m. GAME CHANGER: NICK RIGGLE Being Awesome: Self, Creativity, CommunityBallroom 20BC, Upper Level Author and Philosopher Nick Riggle explores the origins and importance of being awesome. Learn how to develop strategies for being more awesome, more often. Awesome people are creative community builders whose generosity, social curiosity and cooperativeness makes them inspiring leaders, team players and unfailing friends.

8:45 a.m. – 9:45 a.m. OPEN SPACE SERIES: MARKETINGBallroom 20D Lobby, Upper Level Jeremy Lawson | Reputation Manager, Fogelman Properties (Facilitator)Steve Wunch | Sr. Director of Training & Education, Echelon Property Group (Facilitator)

8:45 a.m. – 9:45 a.m. EDUCATION SESSIONS Upper Level

(THU-A02) Sales and Marketing to Get Past Ghosting Room 6AThere are times when we are certain a lease will be signed and then the customer drops off the face of the Earth–aka “ghosting.” Learn how to develop marketing channels that are designed to prevent the customer from disappearing so that we stay relevant during their apartment search.

Kate Good | Principal, SVP of Development and Operations, Hunington Residential, Apartment All Stars

(THU-A03) Undercover Resident: The Genesis of a Community’s Reputation Room 6DIf residents and staff are at the heart of a property’s reputation, what are we doing wrong to receive such poor scores? Learn what happens when staff goes “undercover” at hundreds of apartment communities to hear directly from residents and prospects.

Christopher Beckwith-Taylor | VP of Marketing, The Franklin Johnston GroupJoya Pavesi | VP of Marketing & Strategy, Rivergate KW ResidentialJackie Ratzlaff | VP, Growth Initiatives, Apartment Life, Inc./CaresPat Patterson | Director of Multifamily, PetScreening.com (Moderator)

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(THU-A04) Question Everything! Multifamily Disruptors Needed Room 6BOrganizations must be willing to step away from tradition, embrace new ideas and think beyond the box to stay ahead of the curve. Examine how three companies have reinvented themselves by questioning traditional business models and translated their successes to our industry.

Dana Pate | Director of Marketing, Matrix Residential and Pollack Shores Real Estate GroupLia Nichole Smith | VP of Education and Performance, SatisFacts and ApartmentRatingsGreg Toomey | Regional VP, UpdaterRuss Webb | VP, Georgia Apartment Association (Moderator)

(THU-A05) Tribes, Transparency and Truth: Remember Where You Came From Room 5BIt’s easy to find ourselves insulated from the reality our onsite teams face because of our titles. You recognize you are high tech but low (or no) touch, which can cause you to lose the connection. Hear the importance of your Tribe, how to practice Transparent Leadership and owning Truth.

Kimberly Hurd | SVP of Operations, Sundance Property Management, LLCMelissa Joy | VP, Village Green

(THU-A06) Partnering with Your Community to End Veteran Homelessness Room 33BWith veteran homelessness declining to 47 percent, the primary obstacle to local efforts is access to housing. It’s critical to identify those willing to work with homeless veterans. Hear specific examples from cities such as Austin and Colorado Springs, as well as national partners from the U.S. Department of Veterans Affairs and the National League of Cities.

Stephanie Adams | Director of Member Services, Apartment Association of Southern ColoradoPaul Cauduro | Director of Government Relations, Apartment Association of AustinAnthony Love | Senior Advisor and Director of Community Engagement, VHA Homeless Programs, U.S. Department of Veterans Affairs Central OfficeElisha Harig-Blaine | Manager (Veterans and Special Needs), National League of Cities (Moderator)

(THU-A07) Practical Data for Maintenance Teams and How to Use It Room 31BBusiness intelligence has been the hot topic for the past few years, but it has focused primarily on the revenue side. Explore how to use technology to analyze operational or practical business intelligence to improve efficiency and performance. Secure tactics on how operators can turn this data into actionable results.

Tasha Krawiec | VP of Property Operations, BH Management Services Raymond van Beveren | SVP of Construction and Facilities Services, Pinnacle Property Management ServicesNyla Westlake | Managing Director, Asset Management- National, Trammell Crow ResidentialTerry Danner | CEO, SightPlan (Moderator)

(THU-A08) The Challenge of Authentically Connecting in a Digitally-Driven World Room 6CCommunication is arguably one of the most important pillars of success in all organizations. Companies must establish an effective means to communicate, from the CEO to the porter. Take away best practices as well as discuss current obstacles and how to work around them.

Tiffanie Byrd | Regional Manager, UDRRyan Perez | VP of Marketing, CF Real EstateAllison Walentowicz | Director of Marketing, Independence Realty Trust Inc (IRT)Misty Skedgell | Director, Communications, RentPath (Moderator)


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(THU-A09) Supplier Skills: How to Leverage Relationships While Maintaining the Proper Sales Etiquette Room 11BHow important are first impressions, mutual respect, teamwork, leveraging relationships and understanding the culture of the rental housing industry? Discover how to impress with your manners and likability as well as how good etiquette is vital to building and maintaining relationships.

Nathan Burnett | President, Watchtower SecurityJeannette Cox | EVP, Oddo DevelopmentCharles Stroud | VP of Business Development, Appliance Warehouse of America IncKirk Downey | Managing Partner, Abacode (Moderator)

(THU-A10) Cybersecurity for IROs: How to Protect from Data Theft Room 32BCybersecurity is a major headache for those who don’t feel confident with the technologies and jargon involved. Learn simple steps you can take today to immediately improve your data security.

Marc O Cleirigh | General Manager, Erin Meadows L.P.

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SAVE THE DATE FOR THESEUPCOMING NAA EVENTS

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10 a.m. – 11 a.m. GAME CHANGER: CURT STEINHORST Thriving in the Age of Distraction Ballroom 20BC, Upper Level Curt Steinhorst, Entrepreneur and Founder of FocusWise, covers the very connected world we live in and how it has fundamentally altered the way people work, engage, communicate and relate to one another. Learn the great challenges we face in a constantly-connected world, revealing: How did we get here? How deep does this distraction issue go? And where do we go from here?

10 a.m. – 11 a.m. OPEN SPACE SERIES: LEASINGBallroom 20D Lobby, Upper Level Jonakan O’Steen | First VP of Organization & Talent Development, Equity Residential (Facilitator)Susan Weston | Director of Management Resources, Alpha Barnes Real Estate Services (Facilitator)

10 a.m. – 11 a.m. EDUCATION SESSIONS Upper Level

(THU-B02) Stay Calm & Demand Funnel On: Strategies that Drive Conversions Room 6AMore leads mean more leases, right? Wrong. Demand generation isn’t about buying the most leads—it’s about converting leads that are the most qualified. Challenge the status quo of lead management strategies highlighting how data-focused demand generation will plug any leaks in the lead funnel and optimize opportunity for conversions.

Merrcy Moore | Portfolio Manager/Analyst, FPI ManagementSherry Reed | SVP, WA & ID, Coast Property ManagementSamantha Skrobot | Director of Marketing, LivCor - Asset ManagementDustin Schwarz | Director, Intelligent Lead Management, RealPage (Moderator)

(THU-B03) The Age of AI: Business Intelligence Today and Tomorrow Room 5BSavvy business intelligence tools combine real-time operational, financial and ancillary services information. But how do you know you’re capturing the right measures to guide your decisions? As Artificial Intelligence (AI) reaches the rental housing industry, how will it impact business intelligence technologies and practices?

Michael Barry | VP of Data Analytics, Bozzuto Management CompanyTim Reardon | COO, Bridge Property ManagementDawn Wise | National Financial Analyst, Berkshire CommunitiesDharmendra (Dhar) Sawh | Industry Principal, Yardi Elevate, Yardi (Moderator)

(THU-B04) Maximizing the ROI of Service-Based Amenities Room 6DAcross property management, physical amenities are integral to resident satisfaction. Explore proven ways to leverage resident surveys and market the results using user-driven data. Measure success via renewal percentage, referral percentage and other forms of data-driven thinking to maximize ROI.

Michael DeFrang | Director of Marketing and Revenue Management, Banner Property Management, LLCVirginia Love | VP, Training & Marketing, Waterton ResidentialKelley Shannon | VP, Consumer Marketing, The Bozzuto GroupAsh Bell | EVP of Real Estate, Updater (Moderator)

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(THU-B05) Negligence No More: Protect Yourself from Damaging Lawsuits Room 31BMany property managers and owners are taken by surprise when slapped with a negligence lawsuit. The financial (and reputational) consequences are often damaging and irreversible. Discover preventative measures you must take to ensure you have substantial protections to effectively defend yourself from unreasonable lawsuits and even prevent them altogether.

Jaren Bradley | SVP of Operations, Apartment Management Consultants LLC (AMC)Shelly Gil | Multifamily Regional Manager, Tarragon Property ServicesSusan Levy | Partner, Levy & PruettAlex Cuenca | Operations Analyst, Maxus Properties, Inc. (Moderator)

(THU-B06) Reigniting Passion, Purpose and Pride for Working in Affordable Housing Room 32BThe complexities and restrictions of affordable housing make finding the right employees a daunting task. Once the team is in place, make it a priority to keep them motivated, focused and engaged. Learn low-cost, real-world strategies designed to maintain the enthusiasm and energy level that both residents and employees deserve.

Angela Lindsey | VP of Property Management, National COREAngel Rogers | Training Consultant, STAR Training

(THU-B07) Maintenance Time and Money: Getting More Juice from the Squeeze Room 33BEvery type of business emphasizes budget adherence to meet financial goals with maintenance spending being a major budget component. Learn how to understand budgets and effectively create short and medium-term plans that everyone can support.

Jonathan Lane | Senior Director of Maintenance and Engineering Services, Bozzuto Management CompanyPaul Rhodes | National Maintenance and Safety Instructor, NAA Education Institute

(THU-B08) Creating a Culture that Engages and Retains Millennials Room 6BTheir work habits and values are different, they care more about work-life balance than money, and they are entering the workforce at record rates. Uncover the employee engagement drivers that are unique to Millennials and discover how to develop an environment that engages and retains them.

Andre O’Brien | Dale Carnegie Trainer, Dale Carnegie of Georgia

(THU-B09) Supplier Skills: Body Language Confidential Room 11BSecrets are hiding in plain sight, and tactics for discerning body language can help rental housing professionals get to “Yes!” more. Laugh, learn and win prizes in this game show-style event. Walk away with skills required to read body language, get people to buy-in to your ideas and strategies for lie detection.

Traci Brown | Body Language Expert & Keynote Speaker, Traci Brown, Inc

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DAY 2 | THURSDAY, JUNE 14 DAY 2 | THURSDAY, JUNE 14 10 a.m. – 11 a.m. EDUCATION SESSIONS Upper Level

(THU-B10) Marketing to Gen Z: Engaging a Hyper-Connected, Distracted Audience Room 6CJust when we’ve finally wrapped our heads around marketing to Millennials, Generation Z comes along. Described as the most hyper-connected generation, marketers are challenged to find new ways to engage this unique audience. What are the channels and strategies to reach and engage a generation that consumes information at the fastest rate?

Faith Aids | Director of Marketing, RedPeakAllison Beauchesne | Area Marketing Manager, UDREric Clark | Vice President of Marketing and Strategic Development, Bainbridge CompaniesJohn Thornton | Senior Director, Performance Marketing, RentPath (Moderator)

11:15 a.m. GRAB ‘N GO LUNCHESUpper Level

11:15 a.m. – 12:15 p.m. GAME CHANGER: ROBYN BENINCASA Win as One: The 8 Essential Elements of Human Synergy Ballroom 20BC, Upper Level Robyn Benincasa, World Champion Adventure Racer, talks about what the world’s most successful teams have in common. The ability to upgrade their “teamwork” to Human Synergy! She’ll share her most epic and meaningful moments in Adventure Racing to showcase how Human Synergy pushed them farther and faster in pursuit of their goals.

11:15 a.m. – 12:15 p.m. OPEN SPACE SERIES: TECHNOLOGYBallroom 20D Lobby, Upper Level Stephanie Puryear Helling | Sr. Director of Real Estate Operations, Strategic Services (Facilitator)Christina Steeg | SVP of Marketing & Training, Simpson Property Group (Facilitator)

11:15 a.m. – 12:15 p.m. EDUCATION SESSIONS Upper Level

(THU-C02) Once Upon a Time... Selling Through Storytelling Room 6AOnce upon a time, a rental housing professional attended a class on how to tell stories to customers. They learned that they can become a great storyteller and increase their leasing success. When they went back to their company and shared their knowledge, they all leased happily ever after!Lisa Trosien | President, ApartmentExpert.com, Apartment AllStars

(THU-C03) A Masterpiece in the Making Room 6BThe best way to grow and retain your top talent is to know your employees better than they know themselves. Explore the art of job sculpting and how servant leadership shapes a world-class culture for your team that promotes employee engagement and tenure.

Stephanie Anderson | Regional Property Manager, Drucker and FalkJeremy Lawson | Reputation Manager, Fogelman PropertiesKimberly O’Keefe | Operations Manager, The Dolben CompanyDebbie Phillips | President, The Quadrillion (Moderator)

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(THU-C04) Marketing and Pricing: The Marriage of Old Friends Room 6CMarketing + Pricing = The marriage of old friends. Two rental housing concepts that operated in completely different worlds for so long are finally together. Learn what impact this marriage has on you, your operations and the next generation of marketing and revenue management best practices.

Christie Bennett | VP of Operations, Pinnacle Campus LivingDaryl Smith | CMO, KettlerConnie Aldape | Director of Revenue Management, Pinnacle Property Management Services, LLC (Moderator)

(THU-C05) Improving Marketing Investment Through Attribution Room 6DMaximizing your organization’s marketing and leasing investment requires more than producing creative-looking flyers and banners. Learn how leaders can acquire and manage the right talent to build the new world of rental housing marketing—a world where marketers have the blended technical, analytical and operational skills needed to drive accelerated revenue.

Ryan Perez | VP of Marketing, CF Real EstateCatherine Swaback | Director of Marketing Strategy, Alliance Residential CompanyJennifer Anderson | Director, B2B Marketing, RentPath (Moderator)

(THU-C06) Changing the Perception of Affordable Housing Room 32BAffordable housing is at its highest demand levels and, as an industry, we must all work together to change its perception. Learn how these companies are changing the perception of affordable housing with investors, legislators, neighborhoods and the industry.

Nicholas Dunlap | SVP of Property Management, Avanath Capital Management, LLCTami Fossum | Executive Director, GEM Management, LLCLori Trainer | Transitions & Acquisitions Specialist, Pinnacle Property Management Services LLC.Ken Szymanski | Executive Director, Greater Charlotte Apartment Association (Moderator)

(THU-C07) Navigating through Changes: Insights on Maintenance Leadership, Culture and Teamwork Room 31BMore than ever, confident maintenance supervisors are a must to work in situations involving authority levels, leadership skills, meeting deadlines and conflict resolution with their teams. Having an acute understanding of each members’ individual strengths, management of egos and what gets them excited builds consistency for a high-performance team.

Mark Cukro | President, Plus One ConsultingJacqueline Ramstedt | Principal, National Speaker, Performance Coach, Chief Motivational Officer, Ramstedt Enterprises, Inc.

(THU-C08) Revenue Management: Two Heads Are Better Than One Room 5BHow do you effectively utilize the expertise of onsite management and the revenue manager? Hear how each side’s unique perspective contributes to the best decision-making possible to react appropriately in softening market conditions.

Ian Mattingly | President, LumaCorp, Inc.Tim Reardon | COO, Bridge Property ManagementSarah Turner | Regional Manager, Olympus Property


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(THU-C09) Supplier Skills: Solution Incubator Room 33BIf there is a universal quality of rental housing professionals, one could argue it’s the constant search for solutions. Join us to learn how to better leverage your peers, clients, associations and tools such as LinkedIn to grow your business.

Kirk Downey | Managing Partner, AbacodeAngi Pusateri-Downey | VP of Sales, RentDebt Automated Collections, LLCMary Walsh | VP of Enterprise Sales, RealPageJeff Smedley | SVP, LeaseHawk (Moderator)

(THU-C10) Technology is Changing the World, Don’t Get Left Behind Room 11BTechnology is changing the world and it’s certainly changing real estate. There may be major trends of which you may be unaware that are impacting real estate. Find out how trends outside the industry change consumer behavior and affect operations within it.

Constance Freedman | Founder and Managing Partner, Moderne VenturesJennifer Staciokas | SVP of Marketing and Training, Pinnacle

12:45 p.m. – 2:15 p.m. (Doors open at 12:15 p.m.) Hall G, Ground Level

OPENING GENERAL SESSION:

MIKE ROWE Executive Producer and Show Host, best known for the hit TV series Dirty Jobs From the Baltimore Opera to QVC shopping channel, Executive Producer and Show Host Mike Rowe has had hundreds of jobs and relished his role as a chronic freelancer. Through his work with the mikeroweWORKS Foundation, traveling as an apprentice on “Dirty Jobs,” and now on Facebook’s groundbreaking series “Returning the Favor,” Rowe has taught us to appreciate people who aren’t afraid of a hard day’s work.

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2:15 p.m. – 6:15 p.m. NAA EXPOSITION GRAND OPENINGHalls B1-F, Ground Level

2:45 p.m. – 5:30 p.m. LEARNING ZONESNAA Exposition See schedule on page 15.

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Get ready for a block party to remember in the

Historic Gaslamp Quarter

Enjoy all-inclusive food and drink as you network with your peers

from around the industry.

Surrounded by unique storefronts and historic

architecture of the neighborhood, you’ll

have access to several restaurants, live

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7 p.m. – 10 p.m. NAA THURSDAY NIGHT PARTY Historic Gaslamp Quarter

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ROE RETURNON ENERGY

DAY 3 | FRIDAY, JUNE 15 DAY 3 | FRIDAY, JUNE 15

AFFORDABLEHOUSING

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IND INDUSTRYTRENDS

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Session Type 9 a.m. – 10 a.m.

Friday Learning Areas

Friday Social Media ChallengePost a photo of your favorite Education Session Speaker and a quote or takeaway for a chance to win a $100 Visa gift card.#AptSocial | #Apartmentalize | #Knowledge

12:45 p.m. – 1:45 p.m. 2 p.m. – 3 p.m.

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How Successful Independent Rental Owners Deal with Difficult Conflicts

Speed Round: Not Your Grandma’s Senior Living: Trends, Innovation and Technology

The Future of Resident Amenities

Deep Dive: Wired For Leadership - Getting Your Team Ready - Part A Open Space Series: Leadership

Deep Dive: Wired For Leadership - Getting Your Team Ready - Part B

Speed Round: Beyond Overload? Change Strategies to Increase Capacity For Lasting Success

The Lost Lead Epidemic: What is the Cause?

You Conquered the Lease Up! Now What?

Speed Round: ADA: Comfort Animals Rising

MKT MARKETINGHow Did You Find Us? Tracking Today’s Multi-Touch Renter Journey

WTH Makes A Solid SEO Strategy? Conquer Your FOMO ASAP!

MHPI Hiring Solutions: Recruiting and Hiring in Today’s Market

Customer Service Roundtable: Excellence in Serving those Who Serve

Navigating the Energy Efficiency Financing Landscape

EXECUTIVEEXECEffective Work Partner or Pain in the Asset?

Cracking the Client Satisfaction Code

HUMAN RESOURCESHR

Speed Round: Bullying In The Workplace

L/FH LEGAL/FAIR HOUSING

OP OPERATIONSDeep Dive: Training Your Talent— Technology – Part A

Speed Round: How Charitable Action Can Unite Employees, Residents and Your Community

Deep Dive: Training Your Talent— People – Part B

MIL MILITARYHOUSING

TECHNOLOGYTECH Smart Homes for Smart People Speed Round: Finding Higher Ground in the Senior Tsunami

Get Residents and Keep Them with Energy Efficiency Engagement

Deep Dive: Preparing for Active Shooter Attacks - Part A

Deep Dive: Preparing for Active Shooter Attacks - Part B Open Space Series: Emergency Prep.

PREP EMERGENCYPREPAREDNESS

Key Federal Legislative-Regulatory Issues Impacting Affordable Housing

Navigating Legal Landmines in Utility Billing Programs

NAA Commemorates 50 Years of Fair Housing

Open Space Series: Affordable Housing

Open Space Series: Leadership

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8:30 a.m. COFFEE BREAKOutside Education Sessions, Upper Level

9 a.m. – 10 a.m. GAME CHANGER: MARK KING Unleashing the Potential of PeopleBallroom 20BC, Upper Level According to Mark King, President of Adidas North America, there’s only one thing that allows a company to sustain success over a long period of time and that’s the quality of people that you have. It’s all about the environment that you create and the people you attract because talent isn’t at the top of the organization – it’s company-wide.

9 a.m. – 10 a.m. OPEN SPACE SERIES: MANAGEMENT/LEADERSHIPBallroom 20D Lobby, Upper Level

Jonakan O’Steen | First VP of Organization & Talent Development, Equity Residential (Facilitator)Susan Weston | Director of Management Resources, Alpha Barnes Real Estate Services (Facilitator)


(FRI-A02) How Did You Find Us? Tracking Today’s Multi-Touch Renter Journey Room 6BToday’s savvy resident does not find properties through a single touchpoint, they interface with businesses in multiple ways before acting. Examine the importance of multi-touch lead attribution in the digital marketplace and review several models so that every touchpoint is recognized.

Holli Beckman | VP of Marketing and Leasing, WC SmithIsrael Carunungan | Senior Director of National Marketing, GreystarMia Wentworth | Director of Digital Marketing, CWS Apartment HomesEsther Bonardi | VP of Marketing, Yardi Systems (Moderator)

(FRI-A03) You Conquered the Lease Up! Now What? Room 6AIn 2017, more than 320,000 new construction apartment units came online across the U.S. creating an intense competition between communities. Learn how to define and overcome these challenges, design a plan to help build a strong resident lifestyle and proactively prepare your community to compete against new products entering the marketplace.

Jordan Hovanec | Area Manager, Milhaus ManagementAlexandra Jackiw | President, Milhaus Management

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(FRI-A04) Smart Homes for Smart People Room 6DSmart-home technology may soon be at the center of the amenity arms race. Apartment owners and operators are beginning to implement smart-home devices in their communities, but how? Hear the answers to such questions as how to select the right smart-home technology and how to garner a tangible ROI.

Tommy Deserti | Head of Real Estate Partnerships, Nest LabsJeffrey Kok | CIO, Mill Creek Residential TrustTaylor Wiederkehr | Software Implementation Analyst, Alliance Residential CompanyChase Harrington | President and COO, Entrata (Moderator)

(FRI-A05) The Lost Lead Epidemic: What is the Cause? Room 6CNearly 40 percent of all calls that are placed to leasing offices go unanswered. As a result, millions of leads are lost every year. Learn how to stop the leaks, what technologies are available to better manage and convert, and what operators can do before they’re able to implement the software to improve lead management.

Steve Merchant | SVP of Marketing & Sales, Equity ResidentialAshley Pavlovich | Director of Marketing, The Bainbridge CompaniesJohn Reardon | VP of Marketing, Beacon CommunitiesJohn Thornton | Senior Director of Performance Marketing, RentPath (Moderator)

(FRI-A06) How Successful Independent Rental Owners Deal with Difficult Conflicts Room 5BIn today’s world, many of us deal with stress and conflict daily, and often these involve the customers we strive to serve. Managing rental property is not as easy anymore. Learn how to avoid conflicts and, if they do arise, how to recognize, manage and resolve them.

Lynn Dover | Managing Partner, Kimball, Tirey & St. John LLPRick Snyder | President and Owner/Broker, R.A. Snyder Properties, Inc.

(FRI-A07) Navigating Legal Landmines in Utility Billing Programs Room 31BThe majority of owners and operators use utility billing programs but may be failing to adequately protect themselves from legal exposure and costly litigation. Examine the regulatory complexities and gray areas of utility billing that protects owners and operators while maximizing the recovery of utility costs.

John Barger | VP of Real Estate Services, Fogelman Management GroupTerry Lyden | Founder and Principal, Utility Revenue ServicesMarc Treitler | Partner and General Counsel, Conservice

(FRI-A08) Key Federal Legislative-Regulatory Issues Impacting Affordable Housing Room 32BAffordable rental housing is not only highly regulated by three federal agencies, but also dependent on Congress’ ability to pass timely and sufficient annual funding bills. Discuss key current federal legislative and regulatory issues facing providers of affordable housing participating in HUD and other programs.

Kristina Cook | Executive Director, National Affordable Housing Management Association (NAHMA)Larry Keys | Director of Government Affairs, National Affordable Housing Management Association (NAHMA)

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(FRI-A09) Get Residents and Keep Them with Energy Efficiency Engagement Room 11BExplore successful methods to market energy-efficiency upgrades during the leasing process. Learn the results of NAA/Shelton Group’s 2017 Energy Engagement Study as well as strategies to engage current residents in energy-efficient behaviors.

Lexie Goldberg | Senior Associate of Sustainability, GreystarMartin Levkus | Regional Director of Sales, YardiMary Nitschke | Director of Ancillary Services, Prometheus Real Estate GroupJenifer Paneral | SVP of Operations, DayRise Residential, LLC (Moderator)

(FRI-A10) NAA Commemorates 50 Years of Fair Housing Room 33BOn April 11, 1968, President Lyndon Johnson signed the Fair Housing Act into law to protect Americans from discrimination and ensure equal access and opportunity in housing. Recognizing the importance of the 50th anniversary of the Act, speakers will share their wisdom and answer questions regarding trending fair housing issues. Discussion will focus on impact and enforcement of related federal, state and local laws and regulations.

Kirk A. Cullimore | Owner, The Law Offices of Kirk A. CullimoreCraig McMahon | Partner of Business Real Estate Group, Kimball, Tirey & St. John, LLPNicole Upano | Senior Manager of Government Affairs, National Apartment Association (Moderator)

10 a.m. – 2:45 p.m. NAA EXPOSITION OPEN (Lunch Served Noon – 1:30 p.m.)Halls B1-F, Ground Level

10:45 a.m. – 2:30 p.m. LEARNING ZONESNAA Exposition See schedule on page 15.

11 a.m. – 12:30 p.m.

MAINTENANCE MANIA® NATIONAL CHAMPIONSHIPHall B1, Ground Level Across the country, more than 70 NAA Affiliates host Maintenance Mania events to recognize maintenance technicians in the industry. Join us in the NAA Exposition as the 20 fastest techs compete for glory and the title of National Champion. Come and cheer on your favorite finalists at 11 a.m.

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12:45 p.m. – 1:45 p.m. OPEN SPACE SERIES: AFFORDABLE HOUSINGBallroom 20D, Upper Level Stephanie Puryear Helling | Sr. Director of Real Estate Operations, Strategic Services (Facilitator)Steve Wunch | Sr. Director of Training & Education, Echelon Property Group (Facilitator)


(FRI-B02) Deep Dive: Wired for Leadership—Getting Your Team Ready Part A Room 6AOrganizational flattening, a booming market and retiring older leaders have resulted in a critical demand for leaders at all levels. Through three effective perspectives within real-life organizations, learn how to wire your team for leadership skills in high demand today.

Nancy Goldsmith | Managing Director, Property Operations, Bozzuto Management CompanyCynthiann King | Chief Training Development Officer, Cynthiann King ServicesLori Snider | Head of Learning and Experience, RedPeak

(FRI-B03) Deep Dive: Training Your Talent—Technology Part A Room 6BWith continued innovation in rental housing, training is a must, but how? Examine today’s training landscape and the industry’s unique challenges: growing portfolios, geographically dispersed regions, so many job types and a world defined by distraction.

Steve Matre | Director of Education & Human Resources, Banner Property Management, LLCKara Rice | Owner, Experiment Learning & Talent Development

(FRI-B04) Deep Dive: Preparing for Active Shooter Attacks Part A Room 6CAlthough active shooter attacks are statistically rare, such occurrences could be devastating to the survival of a property management company. Learn how to recognize the dynamics of active shooter events, understand risk management strategies and more.

Derwin Bradley | Master Police Officer, Orlando Police DepartmentChip Tatum | CEO, Apartment Association of Greater Orlando (Moderator)

(FRI-B05) Speed Round: How Charitable Action Can Unite Employees, Residents and Your Community Room 31B (30 minute session)Giving back and supporting your community is easier than you think if you know how to navigate the process. Learn how you can leverage your contacts within the industry and your local NAA affiliate to create real change in your community.David Conde | Director of Property Management, Krueger Development Brian Wilhite | Owner, Wilhite Instruction and Motivation

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(FRI-B06) Speed Round: ADA: Comfort Animals Rising Room 32B (30 minute session)Learn how to assess fair housing risk through real world cases, including comfort animals. Walk away knowing how to run a tight compliance ship so you never have to see the inside of a courtroom.

Martie Lafferty | Associate Litigator, Stein & Vargas, LLPGreg Proctor | VP of Compliance, RealPageLinda Hoffman | Publisher, Multihousing Pro magazine (Moderator)

(FRI-B07) Speed Round: Not Your Grandma’s Senior Living— Trends, Innovation and Technology Room 11B (30 minute session)Competition is fierce for the lucrative Boomer housing market. Get an insider’s view of the award-winning designs, amenities and programming fueling today’s best senior-living communities. Russ Garber | Studio Director/Senior Living Design, M+A ArchitectsSuzanne Thomson | VP, Justus Companies Inc.

(FRI-B08) Effective Work Partner or Pain in the Asset? Room 5BWe interact with many different work partners on a daily basis. Some of these interactions are productive and energizing, while others are frustrating and ineffective. Learn how to avoid the pain of unmet expectations, miscommunication and broken commitments.Christopher Reed | SVP of Operations, Mercy HousingSusan Sherfield | VP of Training and Employee Development, Mercy Housing

(FRI-B09) WTH Makes a Solid SEO Strategy? Conquer Your FOMO ASAP! Room 6DEffectively guiding SEO strategy can be challenging when you aren’t immersed in digital marketing. Arm yourself with metrics to audit your current strategy, tactics and questions you can take to your SEO team or provider to make smarter decisions going forward.

Christopher Beckwith-Taylor | VP of Marketing, The Franklin Johnston GroupStephanie Gonzalez | Director of Marketing & Customer Experience, Venterra RealtyNicole Roland | Director of Operations, Marketing Services, Village Green Mike Whaling | President, 30 Lines (Moderator)

(FRI-B10) MHPI Hiring Solutions: Recruiting and Hiring in Today’s Market Room 33BCompetition is fierce in the ever-changing job market for Military Housing Privatization Initiative (MHPI) employers. One constant has been the incredible skills and knowledge gained by military members while in service. Gain insights into the current job market and discuss diverse avenues for recruiting and hiring qualified professionals from both the civilian- and military-affiliated work force. Latoya Forde | Talent Acquisition Manager, WinnCompaniesBrandon Hale | Senior Consulting Associate, MercerJonathan Nix | Senior Regional Human Resources Manager, Balfour Beatty CompaniesTom Adams | VP, WinnResidential Military Housing Services (Moderator)

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DAY 3 | FRIDAY, JUNE 15

2 p.m. – 3 p.m. OPEN SPACE SERIES: EMERGENCY PREPAREDNESSBallroom 20D Lobby, Upper Level Jeremy Lawson | Reputation Manager, Fogelman Properties (Facilitator)Susan Sherfield | VP of Training & Employee Development, Mercy Housing (Facilitator)

2 p.m. – 3 p.m. EDUCATION SESSIONS Upper Level

(FRI-C01) The Future of Resident Amenities Room 20BCMultifamily housing communities are constantly upgrading and changing their amenities to satisfy the needs and demands of their residents. Technology trends in rental housing are ever-changing, and we’ve done the research for you. Join us to learn how you can delight your residents, drive new leases and increase retention while meeting the changing demands.

Victor Aguilar | Director of Operations, Carbon Thompson Multifamily ManagementMario Bartels | Senior Consultant, Vivaldi GroupTasha Krawiec | VP of Property Operations, BH Management ServicesShawn Handrahan | President and CEO, Valet Living (Moderator)

(FRI-C02) Deep Dive: Wired For Leadership—Getting Your Team Ready Part B Room 6AOrganizational flattening, a booming market and retiring older leaders have resulted in a critical demand for leaders at all levels. Examine your leadership culture and consider what needs to be done now and in the future, as well as explore proven daily and weekly practices for demonstrating leadership that works.

Nancy Goldsmith | Managing Director, Property Operations, Bozzuto Management CompanyCynthiann King | Chief Training Development Officer, Cynthiann King ServicesLori Snider | Head of Learning and Experience, RedPeak (Moderator)

(FRI-C03) Deep Dive: Training Your Talent— People Part B Room 6BAs our business changes, so does the learning mission. Training is key to recruiting and retention. In part two, explore the human side and challenge assumptions. We’ll wrap with rapid-fire idea-sharing of today’s most promising training trends.

Steve Matre | Director of Education & Human Resources, Banner Property Management, LLCKara Rice | Owner, Experiment Learning & Talent Development

(FRI-C04) Deep Dive: Preparing for Active Shooter Attacks Part B Room 6CIn this two-part session, explore mitigation and response strategies that you can take back to your apartment communities including: Physical security measures, emergency communications, response planning and post-incident crisis management.

Derwin Bradley | Master Police Officer, Orlando Police DepartmentChip Tatum | CEO, Apartment Association of Greater Orlando (Moderator)

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(FRI-C05) Speed Round: Beyond Overload? Change Strategies to Increase Capacity for Lasting Success Room 6D (30 minute session)Reclaim your life today to find a greater purpose with increased self-awareness by applying everyday practical strategies to get back on track. Discover the blueprint to open up more brain-space to think, time to plan and ability to focus and chart a new course for improved long-term results.

Rommel Anacan | President, The Relationship DifferenceAmy Kosnikowski Dilisio | National Speaker and Industry Educator, Quintessential Marketing & Training

(FRI-C06) Speed Round: Finding Higher Ground in the Senior Tsunami Room 11B (30 minute session)While there’s an entire sector dedicated to senior housing, the aging population expands beyond this one category into all types of apartments. From smart refrigerators that order food to remote monitoring devices and companion robots, smart technology is a low-barrier way to bring senior care to any environment and expand the resident experience.

Tim Haddon | Director of Strategic Business Services, PK ManagementRuss Webb | VP, Georgia Apartment AssociationMichael Rudy | Editor in Chief, Multihousing Pro magazine (Moderator)

(FRI-C07) Speed Round: Bullying in the Workplace Room 31B (30 minute session)Workplace bullying isolates good employees, destroys company culture and costs you time and money. Interact with experts who will discuss the legal exposure as well as the tolls workplace bullying can take on an organization.

Megan Orser | Director of Professional Development, Smart Apartment SolutionsMelissa White | Executive Director/Owner, Writing Our Wrongs, Inc.

(FRI-C08) Cracking the Client Satisfaction Code Room 5BIn the third-party world of property management, it often is challenging to juggle multiple clients’ expectations, management styles and reporting structures. Unlock the key to managing your clients while enhancing your relationships and building better partnerships.

Robert Murray | Senior Director of Asset Management, TruAmerica Multifamily, LLCLisa Taylor | Senior Managing Director, GreystarMarcie Williams | President, RKW ResidentialEdward Wolff | President, Leasing Desk Insurance & Screening, RealPage, Inc. (Moderator)

(FRI-C09) Customer Service Roundtable: Excellence in Serving Those Who Serve Room 33BThe Military Housing Privatization Initiative (MHPI) program was created to enhance and preserve the quality for life for military members and their families. Interact with panelists and peers to hear ideas, best practices and ways to better serve our diverse resident base.

Paula Cook | VP, Balfour Beatty CommunitiesJamie Miller | Regional Director of Property Management, Atlantic Marine Corps Communities LLCKaren Plesh | VP of Operations, Hunt CompaniesKristin Miller | Director of Marketing and Leasing, WinnResidential Military Housing Services (Moderator)

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(FRI-C10) Navigating the Energy Efficiency Financing Landscape Room 32BHear the opportunities to fund retrofits during the ownership/control of the asset period (not during sale, purchase or refinancing). Strategies will be presented to identify funding resources, including utility rebates, state and local tax credits, PACE, CSAs/PPAs and engaging current investors.

Julia Emerson | Owner, Highland Commercial Properties Inc. Joseph Indvik | Senior Consultant, RE Tech AdvisorsPhilip Payne |Principal and CEO, Ginkgo ResidentialCindy Zhu | Energy Fellow, U.S. Department of Energy—Better Buildings (Moderator)

3:15 p.m. – 4:45 p.m. (Doors open at 2:45 p.m.) Hall G, Ground Level

GENERAL SESSION:

ALEX RODRIGUEZ Founder and CEO of A-Rod Corp, 2009 World Series Champion A three-time MVP for the NY Yankees and 14-time all-star, Rodriguez is not only one of the greatest athletes in the world, but also a rental housing champion as the founder of a tremendously successful, fully-integrated real estate investment and development firm, A-Rod Corp.

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DAY 4 | SATURDAY, JUNE 16

Experience MattersWhen you need to make a purchasing decision. Choose with confidence when you work with NAA sponsors.

See our full list of sponsors at naahq.org/sponsors

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DAY 3 | FRIDAY, JUNE 15 DAY 4 | SATURDAY, JUNE 16

8:30 a.m. – 10 a.m. ATTENDEE REGISTRATIONLobby D, Ground Level

8:45 a.m. – 10:30 a.m. Ballroom 20D, Upper Level

NAA EXCELLENCE AWARDS CELEBRATION BREAKFAST

SHABNAM MOGHARABI CEO of SoulPancake & New York Times Bestselling Author With more than 15 years of experience in media and entertainment building startups and organizations with an emphasis on digital content, social platforms, production and news, Mogharabi is CEO of SoulPancake, an inspiring company she co-founded with actor Rainn Wilson that creates daily positive, socially conscious videos about human connection.

10:45 a.m. – 2:30 p.m. ARMED SERVICES YMCA SAN DIEGO MILITARY FAMILY APPRECIATION BBQ (Ticketed Event)Shuttles depart from Lobby F, Ground Level at 11 a.m. and return to the San Diego Convention Center at 2:30 p.m. When a military member deploys, our military spouses take on the role of a single parent, managing the stress of the household and raising children. Join us to honor our military families and thank them for their service at our Military Family Appreciation Day. We will work together with the Armed Services YMCA in San Diego to help facilitate games, arts and crafts, activity stations and a BBQ.

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