A1 - LRS NH Training Manual June 2020

Live Response Solutions
New Hire Training Guide
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Welcome to Live Response Solutions & RentPath! 4
RentPath Executive Leadership 6
Live Response Solutions 7
https://recordings.join.me/roIkcQaPTE-n-j2FTzQMtA 13
Conformance 13
Customer Service: OPERATE 14
LRS Terminology 18
MaxLeases Overview 22
MaxLeases Guest Cards 23
MaxLeases Merging Guest Cards 39
The Property Information Form (PIF) 43
Fair Housing 47
Property Types 56
MaxLeases Pricing and Availability 59
Quote to Note 70
MaxLeases Appointment Setting 74
MaxLeases Transferring Guest Cards 83
How to Transfer a Call to a Bi-lingual Agent 85
How to Transfer a Call to an Account Manager 89
5. Select outbound leasing. 90
Emergency Maintenance Calls 91
Maintenance Non-Emergency 98
Closed Maintenance Tickets 105
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RentPath, LLC Proprietary and Confidential 11.30.2018 - DWD
Creating a Maintenance Tickets 110
Report Escalation Button For Maintenance 113
Report Escalation Button 115
How to Send Escalation to a Supervisor 116
Quality Assurance 119
General Call Flow 119
Rapport and Professionalism 120
Our Tools (InContact and MaxLeases) 125
Call Dispositions 129
Call Backs 134
How to Process a Chat 135
How to Process a SMS/Text 140
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Welcome to Live Response Solutions & RentPath!
We’re so glad that you’ve joined us!
Through the duration of your training at Live Response Solutions, we will get you up to
speed with everything you need to know about Live Response Solutions and our parent
company, RentPath, Inc.
We’ll work in this manual to start with the basics and build upon those lessons until you
have everything that you need to be successful in your role.
RentPath Overview
RentPath is an industry-leading digital marketing solutions provider for the rental
industry. We empower millions to find a rental apartment or home that reflects their
personal lifestyle. RentPath simplifies the rental search experience for renters and
apartment communities by making it easy for renters to find advertised apartment
homes.
You might be familiar with our internet listing services:
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Our Vision
RentPath’s vision is to be the largest network of renter and property information
worldwide, connecting more renters and properties than any other consumer destination
in the world.
Our Mission
RentPath helps people navigate the rental journey by providing a delightful stress free
experience so that all renters find and enjoy their ideal home.
Core Values
RentPath’s 9 Core Values are:
RESPECT COURAGE TRANSPARENCY
Give respect every day, and earn it Be honest and have integrity in
Be creative and take risks
back. everything you do.
EMPATHY CELEBRATION ACCOUNTABILITY
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Understand the motivation of others
Recognize our wins, use them as fuel Take ownership over the success and
to build a stronger community and
to drive future success. failure of the company, no excuses.
create better solutions.
HARD WORK GROWTH HUMILITY
Always pursue excellence even in the Self-reflect, seek to improve, and Let the best idea win, and get on the
face of failure never get complacent bus once a decision is made.
Exercise: What do RentPath’s Core Values Mean to You?

Instructions: Choose one of the nine RentPath Core Values. Introduce yourself and tell the class
what your chosen Core Value means to you.
Notes:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
RentPath Executive Leadership
Marc Lefar: President and CEO

Prior to joining RentPath Marc was the CEO of Vonage. Under his
leadership, the Company underwent a comprehensive financial,
operational, and strategic transformation resulting in the successful
expansion into new markets while driving dramatic shareholder returns.
In addition to other executive-level roles, Marc holds two U.S. patents
and has five additional patents pending.
Rick Martin: Chief Financial Officer

Richard (Rick) Martin has oversight of all accounting and finance
functions. Rick most recently served as CFO of Symphony Health
Solutions, responsible for accounting, FP&A, risk management, tax, and
treasury. Symphony Health Solutions is part of Symphony Technology
Group, a private-equity-owned data analytics company that provides
applications, analytics and consulting services to the health sciences
industry.
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Arlene Mayfield: Senior Vice President of Sales
Arlene Mayfield is the Senior Vice President of Sales is key to the
strategic direction of RentPath. She is also responsible for developing
the company’s annual revenue initiatives. Her commitment to sales
excellence has led the company through a number of successful
acquisitions and operational changes. Mayfield has a longstanding
record of sales leadership and success at RentPath.
Whit Lanier: Senior Director, B2B Marketing

Products
Whit Lanier oversees our existing B2B marketing solutions, as well as the
development of new products. Whit came to RentPath from NRC Health
where he held roles including Vice President of Marketing and Director of
Operations. He earned his MBA from the Kellogg School of Management
at Northwestern and a BA from Vanderbilt.
Live Response Solutions

Live Response Solutions (LRS) is a full-service bilingual contact center & lead management
solution for the multifamily property management industry. We provide national coverage 24/7,
365 days a year.
What Do We Do?
We are an extension of the communities on-site leasing offices and in that role, we offer call
support, maintenance support, email/chat support, and MaxLeases software. By partnering with
us, our clients have an opportunity to connect with every call and prospect. We are dedicated to
EXCEPTIONAL service.
https://vimeo.com/291514063
We provide support to:

● Multi-family housing: apartment communities
● Specialty apartments: townhomes, single level, and brownstones
● Senior Living: active retirement communities
Our Package of Solutions

LRS’ core solutions are:
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24/7 Live Answering Calls and Email Responses
Our agents are available 24 hours a day, seven days a week to assist renters and prospective renters
with questions and service tickets in the event that onsite agents are unavailable.
Appointment Setting Support

Our agents will set appointments for community tours and forward the information to the onsite leasing
team.
Call Tracking and Recording

We keep reporting data and recorded audio for all of our calls. The information can be accessed on
demand by the onsite leasing staff.
MaxLeases Customer Relationship Manager (CRM)

MaxLeases provides lead tracking and easy to access dashboards that help onsite leasing staff capitalize
on our work.
Add-on Services
These services are available at an additional cost to the Core Package.
Live Chat
For an additional cost, our clients can make an LRS chat support team available for renters and potential
renters who prefer chat over voice calls.
SMS/Text
For an additional cost, our clients can make an LRS text support team available for renters and potential
renters who prefer texting to calling.
Emergency Maintenance Ticketing and Dispatching

For an additional cost, our clients can have emergency maintenance support for their residents
Telephone Performance Analysis

For an additional cost, our clients can receive performance metrics of their calls
LRS Leadership Organizational Chart
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Our Customers
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What Our Customers Expect
Each time we gain a new customer, we make a new commitment to excellence. As a result, our
customers have come to expect certain characteristics from us.
Their expectations for our agents are to:

● Provide a professional experience for each caller
● Be an extension of their office staff
● Display a professional and engaging personality
● Present information in a clear and confident manner
● Gather of accurate prospect data and qualifications
● Discuss the property amenities and benefits
● Effectively and efficiently manage calls
Our Value Story
What We Offer Our Customers

We offer our customers the ability to have a broader
reach to potential renters and the ability to keep in contact with their current residents so that
those renters have better satisfaction and an increased likelihood that they will renew their
leases.
● Properties Miss 30% of Their Calls

● 40% of our leads convert to leases
● Call Tracking and Scoring in One Place
● Live Agents 24/7 (differentiator)
● Emergency Maintenance Dispatch
Contact Center
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Sometimes customers believe that they aren’t getting enough leads through their partnership
with ApartmentGuide.com. In reality, they may not be making the most of current leads. To
put this in perspective, when onsite agents are busy they can miss up to 40% of valuable
contacts with existing and potential residents. Our contact center acts as an extension of the
apartment community’s staff by answering those missed calls, chat messages, and emails when
the onsite community is unavailable. By doing this we help our customers set more
appointments with potential residents and secure more leases.
Our contact centers are available 24/7 to answer general questions, set appointments and
address maintenance requests.
The partnership between Apartment Guide and Live Response Solutions brings a lot to the
table. We leverage our customer’s experience by:
● Setting More Appointments
o Often times, customers do not have a need for more leads rather, they aren’t
making the most of their current leads. Turning missed opportunities into
appointments will have the same effect as doubling the customer’s advertising
exposure.
● Greater Tracking Detail
o Detailed reporting shows 100% transparency of the customer’s advertising
sources as well as the effectiveness of their leasing team. Customers can
confirm advertising sources with Lease Tracking. They can also check up on their
leasing agents with the Activities Report and Appointment Calendar.
● Focus Time on What Really Matters

o How much time does it take per day to answer the phone and reply to emails?
We let customers redirect that time and energy to focus on qualified leads and
resident retention services?
With our help, management companies can manage to spend, increase leads, increase
conversion
on leases and focus on their residents. We allow them to capitalize on every opportunity even
when core staff is unavailable at an effective cost and transparency of on-site
employee performance.
What We Offer - RentPath

Data/ Transparency into Lead Generation
Like we mentioned above, in some cases, RentPath customers feel that they do not receive the
full amount of leads purchased. In these situations, RentPath has found that clients are often
missing opportunities to connect with potential renters. This is where our role at LRS helps!
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Our data provides a clear understanding of how many leads reach clients and more importantly,
allows customers to make contact with and convert more leads into leases. This is helpful and
supportive data to RentPath when customers have the potential to cancel services because
they feel that they aren’t receiving all of the leads they purchased from RentPath.
Understand How RentPath Compares
By presenting transparent data to clients we give an accurate depiction of how RentPath
compares to competitors in terms of leads delivered and the quality of those leads. This
information helps RentPath solidify its position as the best internet listing service in the
marketplace.
Protection Against Drops
When you can prove your worth to clients it makes it hard for them to cancel service with you.
Our data proves that we help clients maximize lead contact. This in turn, supports the benefits
of becoming and staying on as a RentPath customer.
Expand Offerings Into New Accounts

We help customers stay with LRS and RentPath by
● Upselling packages with LRS
● Providing industry-leading customer service
● Differentiating RentPath from the other ILSs
Business Model
Our business model ensures that our customers have more coverage to answer and respond to
email and phone leads and to current renters. We extend the reach and capabilities of the
customers on-site leasing staff by answering contacts when onsite staff is busy and after hours.
This means the aforementioned approximate 40% of missed calls and emails are answered and
addressed.
As an extension of the onsite staff, we are a necessary component to their daily operations.
Without LRS, customers take the risk of decreasing their accessibility to current and potential
renters. This makes us “sticky”. Customers can’t help but love us!
Through the partnership with us, we open new doors for RentPath.
Get to Know Us
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Now, let’s listen to the following webinars to get an even better understanding of how we
work. Your instructor will play the webinars for you during training. You can always access
them again by clicking or entering these links into your web browser.
https://recordings.join.me/roIkcQaPTE-n-j2FTzQMtA
Conformance
States that will not count against your conformance:
- Available Status
- On-call / Talk status
- Hold
- Wrap-up status
- Outbound call
- Scheduled meetings or trainings.
States that will count against your conformance:
- Any unavailable status (bathroom, unavailable, system issue) or any other status that is not
scheduled.
The calculation for conformance is as follows:
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The schedule breaks down as follows:
- For an 8 hours shift:

- Scheduled for 8.5 hours less 30-minute lunch and 30 minutes of breaks.
- Scheduled work time would be 7.5 hours.
- For 10 hours shift:
- Scheduled for 10.5 less 30-minute lunch and 30 minutes for breaks.
- Scheduled work time would be 9.5 hours.
Example: I work an 8-hour shift, so I take my lunch for 30 minutes and my two 15 minute breaks, so I am
scheduled for 7.5 hours on the phones. I then take a 20-minute personal call in unavailable and a
10-minute bathroom break during my shift making my actual work time 7 hours total. Calculation:
We understand that things happen and you may have to take longer lunch /break / ETC, a day or two
of some extra time needed will not drastically impact your conformance. However, daily occurrences
of the above stated will greatly impact your conformance percentage.
Customer Service: OPERATE
The OPERATE acronym represents LRS’s commitment to customer service.
OPERATE stands for:

Ownership
Partnership
Engagement
Resolution
Advocacy
Tone
Empathy
The Four Behaviors & Core Values
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Our clients and their current and prospective residents are our bread and butter. Our Core
Values and Four Behaviors are a guiding light and should be used to ensure that we
deliver exceptional customer service on every call we make with prospects and
residents. In this section, we’ll learn about the Four Behaviors and Core Values we use at
LRS.
The Four Behaviors
We have a commitment to provide the best customer service possible! To do this, our agents
must have good, fluid conversation with every caller. We do this by always
demonstrating the Four Behaviors.
The Four Behaviors are:

● Tone
● Engagement
● Empathy
● Advocacy
Tone: Tone is not about what you say, but how you say what you say. Make sure that your
tone demonstrates a positive attitude, willingness to help, and confidence.
Engagement: Good engagement always means active listening. Make sure you listen to what
callers say and also listen beyond what they say. You might be able to proactively
identify and resolve an unspoken need! Allow your questions to create conversations!
Empathy: Empathy means you can put yourself in the customer’s shoes and understand their
feelings. It’s very different from sympathy or feeling sorry for someone. To empathize,
we must be in tune with someone; to identify with them. There are positive and
negative empathy statements that will assist in making callers feel they are understood,
respected and to validate their feelings.
Advocacy: It is good to know when you have someone on your side. An advocate is someone
who looks out for your best interest and will go the extra mile for you. Customers
respond especially positively when they feel that they have an advocate to help them
navigate their search for a new home. Demonstrate advocacy by using statements to
confirm that you’re in the customer’s corner such as:
● “Absolutely!”
● “I can help you with that.”
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● “My pleasure.”
Core Values
The Core Values at LRS are:
● Ownership
● Partnership
● Resolution
These Core Values drive the Four Behaviors here at LRS
OWNERSHIP – driven by ADVOCACY and TONE

PARTNERSHIP – driven by ENGAGEMENT
RESOLUTION – all of the Four Behaviors will be used to provide resolution
We describe what the Core Values mean to LRS you might be considering what they mean to
you, personally. Take some time to think about how your personal definition of
Ownership, Partnership, and Resolution can affect your professional expression of the
Core Values while at work. Do you notice any common themes?
OPERATE Exercise
In this section, led by your instructor(s), you’ll do an exercise that will help you determine what
each word of the acronym means to you and discuss how the meanings can translate to
better support for our customers.
Instructions:
Depending on the size of the training class, the class will be divided into seven groups.
Each group will be assigned a letter of the OPERATE acronym.
Consider the following about their letter:
● What does your assigned word mean to you personally?

● ________________________________________________________________________
____________________________________________________________
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● Give an example of how you have demonstrated this word in the past or an example of
how someone has demonstrated it to you.
● ________________________________________________________________________
____________________________________________________________
● How can you use the meaning and experience to help our customers?
● ________________________________________________________________________
____________________________________________________________
Select a volunteer from each group to present the results to the class.
Further Discussion:
It’s inevitable that you find yourself faced with a difficult situation. How do you maintain good
customer service in a difficult situation?
Talking Points
● Stay Positive.
● What can you do to improve the situation?
● You will encounter frustration but you cannot match their frustration with yours.
● Remember: Clients do Quality Checks and listen to your calls.
● Take a short break if you have a bad call.
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LRS Terminology
Accommodations: A tab/section of the Guest Card used to enter the standard needs of the prospect.
(Move date needed - Size of apt needed - Number of occupants - Desired lease term - Floor level
preference)
Affordable Housing: This type of housing is that of which a federal or state agency governs in an effort
to offer assistance and control the rent to those who meet certain predetermined criteria.
Amenities: Intangible and tangible features that are included in or on a property that enhance the
desirability or value of the property. (Sparkling Pool-Fitness Center-Bark Park-Cyber Café)
Amenity Fee: Yearly fees that a Resident of a luxury apartment home community may be required to
pay for additional services or amenities.
Application Fee: Generally a flat rate, which covers the Management Company’s cost for processing the
application.
Appointment / Showing: A scheduled time that a prospect would tour the community and view the
apartment floor plans, amenities and even have the opportunity to fill out an application.
Assigned Parking: Specified or designated parking space(s) for an Apartment Home.
Attached Garage: A garage that would offer private entry to the home, and it attached to the same
structure of the home.
Availability: Whether the apartments have any homes available for the time frame the prospect is
looking for.
Avail tab: A tab that is often used for providing pricing to a resident.
Background check: Criminal background check is done to ensure the prospect qualifies for the
community.
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Badges: Color-coded labels displayed on the Guest Card or Maintenance Ticket displayed to show the
types of services we offer a specific community.
Base Rent: The minimum dollar amount that is set for the initial rent that does not include any
additional taxes or fees.
Broker: A middleman between a renter and a landlord (or management company—whoever owns the
property). Essentially, their goal is to try to fill up spaces for the landlord and connect them with
tenants. Some brokers come with a fee, while others are no-fee.
Broker Fees: A fee paid to a broker who helps a Prospect find an apartment.
Broken Lease: When a Resident terminates their Lease Agreement prior to its specified expiration date.
Concessions: A reduced rate either granted at the time of moving into the Apartment Home or over the
term of the Lease Agreement. ($500 Move-in Concession; $25 Monthly Rent Concession Also referred to
as a Special).
Contact List: The list of employees that you would use to dispatch maintenance calls as well as courtesy
patrol.
Co-signer: When you co-sign, you also co-assume the financial responsibilities of renting the
apartment. If the apartment tenant cannot or does not pay the rent — and you are the
apartment lease co-signer – then the responsibility falls to you to pay it. If you cannot pay the
rent, you are then in default.
Credit Check: To ensure that the prospect meets the correct credit criteria for the community. Some
communities may require a certain credit score, some may require you to not have any evictions or
judgments.
Detached Garage: Garage that is not attached to the home, and does not have an entry. These can be
placed anywhere in the community away from the location of the home.
Deposit: Security Deposit - a sum of money that a prospective resident pays to a management company
before moving into a rental property. Pet Deposit - a fee that may be required to move in with a pet.
Disability Accessible: A home that would be more accessible for someone who is disabled, such as wider
doors, bars in the bathroom as well as other accommodations
Discount: Some communities offer discounts on move-in costs. May work with preferred employers,
military, law enforcement, teachers or students. Prospects have to qualify for these discounts.
Dupes: This is the list of Guest Cards that are duplicates and need to be merged with the current guest
card to ensure all information is in one place.
Efficiency: Another word for a Studio apartment, generally a bit smaller than a studio.
Emergency Maintenance: When a maintenance ticket warrants a dispatch to a technician due to the
nature of the call.
Eviction: A process through legal means in an effort to remove a person from their home due to a
violation of the agreement, whether the resident has not paid rent or if they have violated another form
of the agreement, such as noise disturbances.
Fair Housing Act: This law is of a federal status and was put in effect to stop the discrimination that
occurs in housing because of race, age, color, handicap, sex, religion, national origin, and familial status.
First Time Renter: A prospect who has no rental history at all.
Floor Plan: Describes how rooms are positioned in an Apartment. (Studio-1-Bdrm-2-Bdrm)
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Garden Style: This type of floor plan is all one level.
Grey Bar: It is the bar on the side of the guest card that holds the specials and the encouraging words.
Guarantor: A person that signs an agreement to guarantee that the rent will be paid according to the
lease terms.
History Tab: The tab that is used to look at previous call notes, appointments set and any other action
taken on the guest card.
Hold Fee: This is a fee that some managers require to hold the apartment that you apply for to make
sure no one else takes it.
Housing and Urban Development (HUD): The mission of HUD is to increase access to housing that is
affordable without discrimination, support the development of the community, and increase
homeownership rates.
Income Guidelines: A required income amount determined by a Management Company.
Income Levels: These are limits as defined by the government that is used to establish tax credit limits
and other types of affordable housing.
Lease: A legally binding contract between the Management Company & Resident(s).
Lease up: An Apartment Community that is still under construction.
Lease Renewal: The renewal or extension of a lease once the term has expired.
Lease Term: The period of time a Resident will rent their Apartment. STANDARD LEASE is 12-months -
SHORT TERM LEASE- Generally 1-11 months. LONG TERM LEASE- Generally 13-15 months.
Leasing Agent: The sales representative for a Community.
Lessee: Resident
Lessor: The landlord who has agreed for the term of the lease.
Loft: Loft-style homes typically can be more, that have an area upstairs that can be used for a bedroom
or another space.
Low Income Tax Credit (LITC) Properties: These types of properties provide the owner with a certain
amount of tax credits in exchange for renting to eligible tenants as designated by the Justice
Department, HUD, and the IRS.
LRO Tab: A tab that an agent can use to provide pricing to the prospect.
Maintenance: The upkeep and care of a property.
Maintenance Technician: A Community Employee responsible for overall repairs.
Management Company: The company that owns and runs the community. (MEB, Bozzuto, Kettler).
Market Rate: Rental rates based on the current market or going rates.
Multi-Use Apartments: Development projects may be classified as "mixed-use" if they provide more
than one use or purpose within a shared building or development area. Mixed-use projects may include
any combination of housing, office, retail, medical, recreational, commercial or industrial components.
Non-Emergency Maintenance: When a maintenance ticket does not warrant a dispatch to the
maintenance team due to the nature of the call.
Persons with Disabilities Act: An act that guarantees equal opportunity for those with disabilities.
Pet Policy: This is a policy that outlines what kind of pets are allowed in a home, and other criteria.
PIF: Property Information Form (specified details for the Community).
Pricing: The amount that is given for the price of the home.
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Property Manager: This is the person who manages an apartment home community. Some of the duties
of a property manager include accounting details, maintaining the property and collecting rent from the
residents.
Property Website: A website that will contain pictures, floor plans, amenities and other information
about the community. (Sometimes we do quote pricing from the property website.)
Rent: A monthly payment that is set at a fixed amount that is paid to the community by the resident.
Rental Insurance: Some communities require you to have an insurance policy that covers your
apartment home. Some communities provide this insurance.
Rental History: This is the history of the prospect in previous residency, this will also check that prospect
has a positive rental history.
Rental Qualifications: This would be the list of qualifications that prospects would have to meet in order
to qualify for a home.
Rental Survey / Market Survey: This is when a vendor calls to a community to gather information about
the community for a survey.
Rental Verification: This is a form that is sent from one community to another to verify rental history.
Section 8: A voucher program that increases the number of choices that are available to families who
are considered to be in the low-income category. This allows them to choose homes that are privately
owned.
Senior Housing: Senior apartment communities are tailored to the needs of active adults over age 55.
Senior 55 plus communities often feature amenities such as golf, swimming pools, tennis courts, and
fitness centers to attract the older adults who want a low maintenance lifestyle. Most community fees
include utilities, landscaping services, home maintenance services, and security. Senior apartments do
not offer the type of personal care services that assisted living communities and memory care facilities
provide.
Short Term Premium: An extra monthly amount that may be required for taking a short term lease.
(This is determined by the community.)
Sister Community: This would be a community that we would offer to the prospect if the one they are
calling for does not work for them. (Located in the “nearby” tab in the PIF.)
Student Housing: Housing is a critical support function for most colleges and universities, with
significant implications for recruiting and retaining students, faculty, and staff. For students, the
concerns are about comfort, convenience, community, and computing. For faculty and staff, key
concerns are affordability and the ability to live reasonably close to campus in intellectually vibrant,
culturally stimulating communities.
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MaxLeases Overview
MaxLeases is the primary software system used by LRS employees in order to create guest
cards that are sent to the property. Guest cards are created for all calls that come through
InContact by accepting the inbound call.
Your Login is your network RentPath email and your password will be found on your daily log in
sheet. You can always follow the Forgot password? prompt to be emailed your password.
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MaxLeases Guest Cards
There are several parts to the guest card that need to be reviewed on each call. When guest
cards are created, some may have different buttons and tabs than other guest cards. In this
section, we will break down the guest card and go over each section for clarity and
understanding.
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Elements of a Guest Card
BLUE BAR
The blue bar across the top of the guest card window will display the guest card or lead ID
number and the property name.
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“GO TO” LINE
Community Dashboard: Returns the user to the dashboard of the property.

Online PIF: The Property Information Form (PIF) is completed by onsite staff for LRS agents to
utilize when providing information for prospects.
Hours: Used to provide office hours for the community.
Walkscore: Used to find businesses close by the property location. The Walk Score link shows
common commute times and shows proximity to mass transit.
GMap: Allows users to give precise driving directions or property locations. The Gmap link
provides a link to the quick street view including major landmarks and cross streets.
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GREEN BAR
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The Green Bar will include special instructions provided by the community for LRS agents.
When launching the guest card, the green bar is the first and most important item for our
agents to review.
Community specific Information provided in the green bar may include appointment scheduling
rules, property open date, qualification requirements, age requirements, etc.
GRAY SIDEBAR
Additional special instructions to LRS employees which may include scripting, specials,
availability and other special instructions.
BADGES IN GREEN BAR
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The GREEN BAR will also include Badges. These will be displayed to show the types of services
we offer for that specific community. They also indicate the Account Manager. Below are the
different badges you may see, and what they mean:
Elements of a Guest Card
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Block One
First Name: Field for the prospect’s first name

Middle: Not used
Last name: Field for the prospect’s last name
Email: Field for the prospect’s email address
Phone: Field for the prospect’s primary phone number
Alt Phone: Field for the prospect’s secondary phone number (if they want to provide one)
Prefer: Field to select the prospect’s preferred method of contact – Email or Phone
Address Fields: Not used
Block Two
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White box: CHECK DUPES is the only button you will use.
Bldg/Prop: Only used when indicated in the green bar. If used, click on the 3 dots next to the
field and choose the appropriate building/property.
Pets: Field for the prospect’s pet information, including type, size, and how many.
Tabs We Use
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Accomodations Tab
You’ll need to gather information to help you complete the fields on this tab.
Questions you will ask the prospect:
● What size apartment home are you looking for?
● When do you need to move in?
● What lease term are you interested in?
● How many people are moving in?
User Fields
In this tab, you’ll screen prospects, as required. If this tab is active, you will ask the prospect the
community specific questions. If the prospect does not qualify, you would lose the lead.
Schedule Tab
If appointments have been scheduled using “Schedule activity” , you will see the history here.
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History Tab
History will show you the events in the guest card.
Calls Tab
This tab provides recordings of each call. It will show date/time, duration, number call came
from, etc. This is where we would go to listen to a call.
Basic Options Buttons
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SAVE/EXIT: Used to save all guest card data and exit from the guest card in one step. ( Do not
use unless EMAIL LEAD DATA, SEND to OPS/YARDI is unavailable or if stated in the green bar)
SAVE: The agent should click on the SAVE button before moving on to any other tab to ensure
that the information already obtained in the guest card is saved in the system.
ADD NOTE: Used to “ADD A NOTE” to the prospect’s guest card.
UNIT SHOWING: Not used at this time
CANCEL: Not used at this time.
LOSE LEAD: Selected when the agent determines that the guest card is not a prospect.
EMAIL LEAD DATA: Used to alert the community that a prospect guest card has been created
SEND TO OPS: Used to send the guest card to properties that do not utilize the MaxLeases
system. It allows MaxLeases to convert the data into a readable format for that property’s
system (Yardi, AMSI, MRI, etc)
SEND EMAIL: Used to send an email to the prospect. You will not use this tab on leasing calls.
Lease: Not used at this time
Other: Not used at this time
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Ending and Closing the Call
Closing a Call
● Recap the results of the call and schedule an appointment (if allowed)
● Ask when (not if) they want to come in to view the property. Make an
appointment. Here’s an example of what to say:
○ “Would you be available to take a tour of our beautiful property?” Or
○ “Do mornings or afternoons work better for you to come to see your new
home?”
Note: To schedule an appointment, please see the APPOINTMENT
section.
● Ask if the caller has any further questions and address them if any were given
● Thank the caller for their time and interest in the community
● Select Launch followed by selecting “End Call” to end the call if available.
● Click Add Note to add your notes to the Guest Card. *Follow below instructions*
● If available, click the Email Lead Data button – this sends an email to the
property to let them know a Prospect guest card has been created and is being
sent over.
● If available, click the Send to OPS or Send to Yardi buttons.
Adding a Note Summary of the Call
● At the end of each call, summarize what happened on the call by selecting Add
Note from the bottom of the Guest Card.
● If needed, select Type: Call (general notes), Other (to add additional information
missed in previous notes) Online Chat ( If an inquiry is received via chat)
● Do not select Appointment from the drop-down menu.
● Enter your call summary in the Notes field.
● Agent: Live Response, then click Submit.
● Notes should begin with your first name, followed by “RP” for Rentpath, “NTI”
for NTI or “FL” for Frontline.
● The following should be included in all notes.
○ The type of apartment the caller inquired about
○ The price quoted and where prices were obtained. (quoted pricing from
PIF for 1x1 $900/mo)
○ The date and time of the appointment set (if any)
○ Any other specific needs of the caller.
○ Questions you were unable to answer.
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The notes should remain professional and respectful at all times. Do not capitalize words in
order to stress the level of importance or to emphasize the emotion of yourself or the caller to
make a point to the property.
Examples of inappropriate notes:
“Prospect has called 5 TIMES!!”

“Caller was VERY UPSET!!”
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Processing a Guest Card
● At the end of each call once you are finished adding your notes, you will then process
the guest card.
○ Located at the bottom of your guest card in basic options you may find EMAIL
LEAD DATA, SEND TO OPS/YARDI.
○ If only one tab is available be sure to select it. If both tabs are available you will
need to select both tabs in order to process the Guest Card correctly.
○ If none of the tabs are available, it is then appropriate to save and exit the guest
card.
● If available select EMAIL LEAD DATA.

○ Click on the tab “Community Emails” and always select the email ending with
“(DEFAULT)”
○ Select “Send Lead”
You will be redirected to the “Completed Guest Card View”.

● If you merge into a Guest Card that has already been SENT TO OPS/YARDI on a previous
call a highlight “S” will appear.
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● You will not be able to resend to OPS/YARDI as the lead will auto send on your behalf.
○ Close all tabs and then Disposition
● If there is no highlighted “S” shown, you will then need to select SEND TO OPS/YARDI
● Allow the lead to process.
● Once shown confirmation that SEND TO OPS/YARDI has been sent successfully, you
will close out all of your tabs and then disposition.
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Losing a Guest Card
● If you are losing the Guest Card for any reason, SAVE the Guest Card first, then select
LOSE.
● Select Live Response from the Agent Name drop-down menu, then click Lose.
Why would you lose a lead?
❖ Current resident.
❖ Previous resident.
❖ Vendor.
❖ Market Survey
❖ Wrong number
❖ Caller is NOT looking to rent an apartment home.
❖ Price objection of over $100.
❖ Section 8.
❖ Pet objection.
❖ Not qualified, per user field questions.
❖ Wrong number
❖ Hang up/No response
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MaxLeases Merging Guest Cards
Use this section to help you merge Guest Cards. You will check dupes on EVERY CALL at the
BEGINNING and END of each call. It is important so we do not have duplicate guest cards.
● First step is to select CHECK DUPES.
● Select “ Do matching and merging”
● Select Display ALL leads to show hidden or lost lead
● There must be two matches from Name, Phone, Email.

● If no match is found, select “CONTINUE”.
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● In the example below, you can see the name and phone number match.
● Check the box for possible matches (can be more than one possible match.)
● Select “Merge”
● Select “Merge Leads” and your Guest Card will appear.
40
● When a lead has previously been sent to OPS or Yardi a highlighted “S” will appear.
● If the lead has previously been sent to OPS/YARDI, you will only be able to merge into
one guest card.
● Check the most recent lead that has been sent to OPS and select “Merge”
● Select “Merge Leads”.
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When merging into a lost lead you will have to reactivate the lead.
● Simply select “Activate”.
● You will be redirected to the “Completed Guest Card View”.

● Select “Edit” and your Guest Card will appear.
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The Property Information Form (PIF)
The PIF is the lifeline to your conversations. All information about the community will be found
here. The PIF is completed by the property, therefore it is only as thorough as the property
manager fills it out.
If information is missing and you are unable to assist the caller with their question, you should
advise the caller that you do not have that information available at this time but you will make
a note in their guest card and a member of the onsite team will follow up.
If you find important information missing or confusing, it is important to send an email to your
supervisor with the community name, property name, and the part of the PIF in question. This
will then be forwarded to the client for clarification and to have the PIF updated.
The PIF tab is the lifeline to your conversations. On this page you can find:
● Basic information
● Descriptions
● Hours
● Pets
● Qualification/Fees
● Floorplans/Pricing
● Why Live Here
● Amenities
● Monthly Fees
● Nearby
Basic Information
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Description
Hours
Pets
44
Qualifications/Fees
Floor Plans and Pricing
Why Live Here
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Amenities
Monthly Fees
Nearby
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Fair Housing
Federal Fair Housing Act Overview

Let’s view the following video summarizing Federal Fair Housing Act:
https://rentpath.bridgeapp.com/learner/courses/342/slide/2781
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Introduction
All property management professionals must adhere to the Federal Fair Housing Act when
considering their residents and prospective residents. In short, this means that renters and
their families have an equal opportunity to choose where to live depending only on whether
they are able to pay the rent or mortgage, without being discriminated against or treated
differently than other people.
Fair Housing will provide you with assistance with fair housing rights that can be shared with
the consumers you serve and includes an overview of federal, state, and local fair housing laws.
This section also provides information about the Fair Housing Justice Center (FHJC) and
describes how the FHJC may be able to assist you and your clients to identify and overcome
discriminatory barriers that persist in the housing market.
Fair Housing, Civil Rights and Discrimination

Housing discrimination not only restricts housing choices, but it can be a painful, humiliating,
and costly experience for any individual or family. Discrimination in housing may limit access to
important life opportunities. A discriminatory policy or practice that hurts one individual or
family may have harmed others in the past. Unless it is stopped it may harm more people in
the future. The discrimination that illegally divides or segregates people does immense harm to
the entire community.
Fair Housing laws are Civil Rights laws and they protect all of us. In your work, you may come
across situations where people are prevented from obtaining housing as a result of illegal
housing discrimination. You may find other situations where a discriminatory housing practice
threatens people with the loss of their current housing. Effective enforcement of fair housing
laws can have a powerful, positive, and lasting impact by enabling people to retain their existing
housing or obtain a new place to live. But fair housing laws only work if discrimination is
reported.
You serve the best interest of consumers when you provide information about fair housing
rights and encourage people to report illegal housing discrimination. When you help others
assert their civil rights, you are helping to empower the people you serve while simultaneously
improving the community for everyone.
When you or your clients decide to report illegal housing discrimination, you should remember
that you are not alone. There are resources and tools available to support and assist you
throughout the process. The FHJC may be able to help you by providing fair housing
counseling, investigative assistance, legal referrals, and/or assistance with filing administrative
complaints. FHJC’s counseling and investigative services are provided to the general public free
of charge and without regard to household income.
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Who is Protected by Fair Housing Laws?
In the New York region, there are federal, state, and local laws that prohibit discrimination in
the rental, sale, insuring, and financing of housing. In addition to these laws, there are fair
lending laws that apply to the provision of credit and home mortgage financing. There are
other federal civil rights laws that prohibit housing discrimination when federal financial
assistance is involved.
Protected Characteristics
This set of demographics are protected under local, state, and federal fair housing laws.
Housing discrimination is illegal when it is based on any of the following protected
characteristics.
The Federal Fair Housing Act prohibits discrimination based on:
● Race
● Religion
● Color
● Sex
● National Origin
● Familial Status (Presence of children)
● Disability
The New York State Human Rights Law includes the federally protected characteristics above
and also prohibits discrimination based on:
● Sexual Orientation
● Age
● Marital Status
● Military Status
The New York City Human Rights Law includes all of the federal and state protected
characteristics (except Military Status) and prohibits discrimination based on:
● Gender Identity
● Domestic Partnership Status
● Alienage/Citizenship Status
● Lawful Occupation
● Lawful Source of Income (including housing subsidies)
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Several other localities in the New York region have fair housing ordinances and most mirror
the federally protected classes. Some similarities and differences are worth mentioning. The
Nassau County Human Rights Law additionally protects people based on sources of income,
including rental subsidies. The Suffolk County Human Rights Law includes protection based on
alienage/citizenship. The Westchester County Human Rights Law adds protections based on
alienage/citizenship and domestic violence, sexual abuse, and stalking.
What Housing Is Covered by Fair Housing Laws?
Most housing for rent or sale is covered by fair housing laws including, but not limited to, rental
buildings, nursing homes and assisted living facilities, condominiums, cooperatives, single room
occupancy (SRO) buildings, supportive housing, transitional housing, publicly assisted housing,
mobile home parks, and retirement communities.
There are some narrow exemptions for certain types of housing, but you should know that
housing not covered by one law may be covered by another. For example, when it comes to
housing discrimination based on race, color, and/or national origin, virtually all housing is
covered.
Housing for older persons is exempt from renting to families with children. However, there are
only two ways to meet this exemption: All of the housing units must be occupied by people 62
years of age or older, or 80% or more of the housing units must be occupied by at least one
person who is 55 years of age or older.
Also, some state and federal housing programs that are specifically designed and operated for
elderly persons are not required to rent to families with children.
Many fair housing laws offer exemptions for smaller, owner-occupied housing structures. For
example, in New York City, the prohibition against source of income discrimination, including
rent subsidies, applies only to buildings that have six or more units or to all housing regardless
of the number of units, if the person offering the housing controls at least one building in New
York City that has six or more units.
Persons licensed by the State of New York to rent or sell property such as real estate brokers,
real estate salespeople, and apartment listing services must comply with all fair housing laws.
Fair housing laws also apply to entities providing real estate-related services such as lenders,
insurance companies, appraisers and other real estate services.
Fair housing laws have other exemptions that may apply depending on the specific facts or
circumstances presented. If you are uncertain about whether a particular housing provider is
covered by fair housing laws, please contact the FHJC. We can assist you by sorting out the
facts, applying the fair housing laws to your situation and determining if the housing is covered
by any fair housing law.
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What Conduct is Prohibited by Fair Housing Laws?
Some illegal discrimination is quite blatant and obvious, but most housing discrimination today
is subtler and difficult to detect. Discrimination can take many different forms and occur at
different stages of a housing transaction. Of course, not all “unfair” treatment constitutes
illegal housing discrimination. It is important to understand the type of conduct that is
prohibited by fair housing laws. Here is a partial list of practices that are prohibited under fair
housing laws if based on any of the protected characteristics.
● Refusing to rent or sell or refusing to negotiate for the rental or purchase of housing or
otherwise making housing unavailable
● Advertising or making any statement that indicates a preference, limitation, or
discrimination
● Falsely stating that housing is unavailable to show, rent or purchase
● Steering applicants into or away from certain areas of a building or to different buildings
or neighborhoods to segregate populations.
● Setting terms and conditions that are less favorable than those offered to other renters
or buyers
● Denying or providing less favorable services and facilities
● Refusing to provide reasonable accommodation in rules, policies, practices or services
for persons with disabilities
● Failing to design and construct new multi-family housing built since 1991 in an
accessible manner
● Refusing to allow a reasonable modification to the premises for persons with disabilities
● Failing to take corrective action regarding complaints about harassment by other
residents or by the agent for the housing provider
● Threatening, coercing, intimidating, interfering with or retaliating against someone for
asserting fair housing rights or for assisting others to exercise their fair housing rights
Housing providers may adopt policies and qualifications for prospective buyers and renters
provided these policies 1) are applied in a uniform and neutral manner to all applicants; 2) do
not discriminate on the basis of any of the protected characteristics; and 3) do not have the
effect of discriminating against groups of people on the basis of any of the protected
characteristics.
For instance, rental housing providers may require prospective residents to have good credit
histories, sufficient income, and references. Landlords, co-ops, and condominium
developments may establish a variety of policies, rules, and procedures that apply to existing
residents. For example, a condo association or co-op may adopt a rule that pets are not
permitted in a building or that a fee is required for any occupant owning a pet. These rules
would not violate fair housing laws provided that the rules were not applied to or used to
exclude service or assistance animals used by persons with physical or mental disabilities.
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What is a Reasonable Accommodation or Reasonable
Modification?
Fair housing laws define a disability as a physical or mental impairment that substantially limits
one or more major life activities. The definition also includes being regarded or perceived as
having a disability. Although fair housing laws differ slightly in their application and protections
for persons with disabilities, they all prohibit housing discrimination based on disability.
Under fair housing laws, a person with a disability may make a “reasonable accommodation”
request to alter a rule, policy, practice, or service if such a change is necessary to provide the
person with the disability an equal opportunity to use and enjoy the housing. For example, let’s
say that a rental management company has a rule that only residents are allowed to use the
laundry room in the apartment building. A resident residing in the building is unable to do her
own laundry because of a physical disability. The resident with the disability requests that
management make an exception to the rule and allow one of her relatives to assist her with her
laundry and use the laundry facilities in the building. In this case, the resident makes the
request and attaches a letter from a medical professional who describes why the
accommodation is needed based on the nature of the resident’s disability. If the management
company refuses the request, this action may violate fair housing laws.
A person with a disability may also request a “reasonable modification” of a dwelling unit or
common areas if the modification would afford the person with the disability the opportunity
to fully use and enjoy the housing. For example, a deaf person may need a light installed that
flashes when someone rings the doorbell or a person with a mobility impairment who uses a
wheelchair may need a ramp installed to overcome two steps at the entrance to a common
area that all building residents use. Depending on the type of modification and housing
involved, the landlord may have to pay for the physical modification. However, in some
instances, the resident may be required to pay. Fair housing laws vary on the issue. Also, for
residents who are low-income, programs may be available to assist with the cost of
modifications.
If you have a client with a disability who needs a physical modification made to an apartment or
home, please call the FHJC.
Persons making requests for a reasonable accommodation or a reasonable modification should

understand that making the request is supposed to initiate a “dialogue” between the parties to
try to figure out how the accommodation or modification can be made. Also, the person making
a request should be prepared to describe how the need for the accommodation or modification
is related to his or her disability. Obtaining a letter from a medical professional, social worker,
or other professional can be very helpful.
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What is Sexual Harassment in Housing?
In a highly competitive market, rental housing providers are at a distinct advantage and can
often choose from many qualified residents who are applying for a single rental unit.
A few landlords have used this advantage to discriminate against women seeking rental
housing. Fair Housing laws prohibit sexual harassment by a landlord, rental agent, building
manager superintendent or other employees or agents of a housing provider. Sexual
harassment can include but is not limited to, the following types of conduct.
● Requesting sexual favors in exchange for reduced rent, rental services, repairs, or other
accommodations (sometimes referred to as “quid pro quo”)
● Making sexually inappropriate comments or lewd gestures, unwelcome touching, or
other severe or pervasive conduct that creates a sexually hostile living environment
● Retaliating against a resident who refuses the sexual overtures from an agent
Fair housing laws can be quite effective in stopping illegal harassment in housing, whether that
harassment is based on sex, race, national origin, gender identity, sexual orientation, or some
other protected characteristic. No person should have to tolerate illegal harassment. There are
steps that can be taken to stop the harassment and the FHJC can help.
What is a Reasonable Occupancy Standard?

Fair Housing laws prohibit housing providers from discriminating against a family simply
because there are children in the household. Does that mean that housing providers must
accept a family in a two-bedroom apartment regardless of how many children they have? No.
Housing providers can establish a reasonable occupancy standard for the number of persons
who can occupy the dwelling unit. The federal government has suggested that if a housing
provider adopts an occupancy standard that is more restrictive than “two persons per
bedroom”, it may be an unreasonable occupancy standard and violate fair housing laws.
Depending upon the size and configuration of rooms in a particular dwelling unit. The federal
government has suggested that if a housing provider adopts an occupancy standard that is
more restrictive than “two persons per bedroom,” it may be an unreasonable occupancy
standard and violate fair housing laws. Depending on the size and configuration of rooms in a
particular dwelling unit, it is even possible that a “two persons per bedroom” standard is too
restrictive. Finally, occupancy standards must be based on a number of persons and not the
number of children in the household.
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What is Steering?
Steering occurs when real estate agents or other housing providers make decisions about
where people should live based on their race, religion, national origin, or some other protected
characteristic. Where consumers search for housing is their choice. It is a very personal
decision. Every person should make an “informed” choice about where he or she would like to
live. Perhaps the quality of housing is most important. Maybe certain housing features, styles,
or amenities are essential. Perhaps convenience to public transportation or commuting time to
work is a paramount concern. The presence of quality schools, low crime rates, better health
care, or employment opportunities can also be vital factors to consider when looking for a place
to live. Whatever the case, it is unlawful for a housing provider to “steer” or direct home
seekers to specific housing opportunities or communities based on any of the protected
characteristics in order to segregate or separate populations. For example, it would be illegal
for a landlord to implement a policy of only allowing families with children to rent apartments
in certain buildings or floors of an apartment community.
Some steering can be subtler, but no less insidious. For example, a real estate agent runs afoul
of fair housing laws when she informs an African American home buyer that she chose certain
listings because she thought the buyer would be “more comfortable” in an area that is “mixed”.
Consumers should take control of their housing search, consider all of their options, and resist
efforts by agents to pressure them into limiting their choices or “steering” them into renting or
buying a place that they will later regret.
What Can Be Done to Stop Housing Discrimination?
Reporting housing discrimination is the first step to ending it. When discriminatory housing
practices are encountered, the FHJC should be contacted as soon as possible. The FHJC’s intake
personnel can help sort out the facts, interview witnesses, review documents, and counsel
individuals about their rights and options under all of the fair housing laws.
In some instances, the FHJC may be able to gather additional information by conducting a fair
housing testing investigation. Fair housing testing refers to the use of individuals who pose as
prospective renters or buyers of real estate for the purpose of gathering information which may
indicate whether a housing provider is complying with fair housing laws. Sometimes, testing
evidence enables a victim of discrimination to meet his or her burden of proving that unlawful
discrimination occurred.
The FHJC can also assist with referrals to government enforcement agencies and cooperating
attorneys on a case-by-case basis. A list of local, state and federal fair housing enforcement
agencies appears in the back of this section. If your clients encounter unlawful housing
discrimination, please encourage them to contact the FHJC as soon as possible to learn what
they can do to protect and exercise their civil rights.
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When you encourage individuals to report illegal housing discrimination, it is not unusual for
people to express fears, apprehensions, or concerns that a housing provider might retaliate if a
housing discrimination complaint or lawsuit is filed. In fact, it is a violation of fair housing laws
to coerce, intimidate, threaten, interfere with or retaliate against anyone who is exercising his
or her fair housing rights or assisting others to exercise their fair housing rights. It is illegal to
retaliate against someone pursuing a housing discrimination complaint. This means that you
and your organization are also protected when assisting clients to assert their fair housing
rights.
If you have information that illegal housing discrimination is occurring (even if a consumer
chooses not to file a housing discrimination complaint), it is imperative that you report it.
Individuals, including those who wish to remain anonymous, who possess information about
possible housing discrimination, are urged to contact the FHJC. We all have a responsibility to
make sure that housing in our community is open and equally available to everyone. Fair
housing is the law.
What Remedies and Penalties Are Available under Fair

Housing Laws?
Fair housing laws were designed to open doors, break down barriers, and repair the harm
caused by discriminatory housing practices. In general, when someone prevails with a housing
discrimination complaint, the following types of remedies and penalties are available:
Court Orders or Injunctions can be obtained to stop illegal discrimination. These orders can
require a housing provider to take steps to ensure discrimination will not occur in the future,
such as adopting non-discriminatory policies, providing fair housing training for agents,
affirmative advertising, using non-discrimination statements in publication, and other similar
activities.
Monetary Compensation can be ordered to be paid to the victim of discrimination for

out-of-pocket expenses, economic loss, lost housing opportunity, emotional distress, and other
similar damages.
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Property Types
Multifamily Housing
A building or structure that is designed to house several different families in separate housing
units. The most common type of multifamily housing is an apartment building. Duplexes,
quadruplexes, and townhomes also qualify as multifamily housing. The entire building or
structure may be owned by an individual and entity, or as is the case with condominiums, by
individuals who have purchased units.
Luxury Apartments
Luxury Apartments are meant to have more amenities to make the resident more comfortable.
Luxury apartments feature things like a doorman, bellman, security guards, premium
countertops, top of the line appliances, premium floorings, on-site parking, valet parking, dry
cleaning pickup, concierge, on-site laundry facilities, on-site exercise room, spa, and various
other services.
Multi-Use Apartments
Mixed-use development is a type of urban development that blends residential, commercial,
cultural, institutional, or industrial uses, where those functions are physically and functionally
integrated, and that provides pedestrian connections.
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Tax Credit
A tax credit property is an apartment community owned by a landlord who participates in the
federal low-income housing tax credit program. These landlords get to claim tax credits for
eligible buildings in return for renting some or all of the apartments to low-income residents at
a restricted rent.
55+ or Senior Housing

Senior apartment communities are tailored to the needs of active adults over age 55.
Senior 55 plus communities often feature amenities such as golf, swimming pools,
tennis courts, and fitness centers to attract the older adults who want a low
maintenance lifestyle. Most community fees include utilities, landscaping services,
home maintenance services and security. Senior apartments do not offer the type of
personal care services that assisted living communities and memory care facilities
provide.
Student Housing
Housing is a critical support function for most colleges and universities, with significant
implications for recruiting and retaining students, faculty and staff. For students, the concerns
are about comfort, convenience, community and computing. For faculty and staff, key
concerns are affordability and the ability to live reasonably close to campus in intellectually
vibrant, culturally stimulating communities.
Single Family
One unit dwelling structure. A single family detached home has open space on all four sides
and is not attached to any other structure. A single family attached home is separated from
other structures with walls that are extended from the ground to the roof.
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Terms You May Hear
Affordable Housing
State Specific programs
Section 8 (of the Housing Act of 1937) 42 U.S.C. S1437f, often referred to as Section 8, as
repeatedly amended, authorizes the payment of rental housing assistance to private
landlords on behalf of approximately 3.1 million low-income households in the United
States.
HUD Programs: The Department of Housing and Urban Development (HUD) offers two types of
subsidized housing to eligible low-income residents, the elderly and the disabled. The
Housing Choice Vouchers program, HCV, also known as Section 8, provides renters with
a subsidy they can use to secure housing in the private rental market. Public housing
comprises government-funded-and-constructed units ranging from single-family homes
to multi-unit dwellings. In both cases, renters must meet similar eligibility requirements
to qualify.
State Vouchers: The housing choice voucher program places the choice of housing in the hands
of the individual family. A very low-income family is selected by the PHA to participate is
encouraged to consider several housing choices to secure the best housing for the
family needs. A housing voucher holder is advised of the unit size for which it is eligible
based on family size and composition.
The housing unit selected by the family must meet an acceptable level of health and
safety before the PHA can approve the unit. When the voucher holder finds a unit that it
wishes to occupy and reaches an agreement with the landlord over the lease terms, the
PHA must inspect the dwelling and determine that the rent requested is reasonable.
The PHA determines a payment standard that is the amount generally needed to rent a
moderately-priced dwelling unit in the local housing market and that is used to calculate
the amount of housing assistance a family will receive. However, the payment standard
does not limit and does not affect the amount of rent a landlord may charge or the
family may pay. A family that receives a housing voucher can select a unit with a rent
that is below or above the payment standard. The housing voucher family must pay 30%
of its monthly adjusted gross income for rent and utilities, and if the unit rent is greater
than the payment standard the family is required to pay the additional amount. By law,
whenever a family moves to a new unit where the rent exceeds the payment standard,
the family may not pay more than 40 percent of its adjusted monthly income for rent.
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MaxLeases Pricing and Availability
Pricing instructions will be located in the furthest right tab on the right-hand side of the guest
card. Each community’s tab verbiage may look different. These will include PIF, Available, LRO,
Price Sheet, Website etc. Always quote pricing with “Starting at” and if available always quote
the full price range.
Note: Pricing may be visible in more than one location however; you should only follow the
instructions furthest right tab.
Pricing in PIF
PIF:
There are a few different views of the PIF, the most important and easiest to access in the view
from the GC. Example for PIF: Bozzuto
Here is the first view using the summary on the Pricing- PIF tab
● Access the tab in the farthest right tab on the GC, and it will provide the floor plans available.
● You will then go to full PIF to ensure that the date will work for the caller.
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Here is the second view using the full PIF which can also be accessed from the Pricing- PIF tab
TIP: Click on the word “starting” to put pricing in order from lowest to highest.
For Bozzuto there is even an option for you to view the summary and it will give you the lowest-priced
apartments for each floor plan.
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Pricing in PIF:
Affordable Housing/ Market Rate
Some Communities offer Affordable Housing, solely or in addition to Market Rate pricing.
You would first gather the number of occupants living in the household. If the community offers
both Market Rate and Affordable Housing, always give the Market Rate first. Then, if the
prospect inquires about Affordable Housing go about pre qualifying. If all that is listed is
affordable housing, be sure to prequalify based on the guidelines.
If there is Affordable Housing Pricing listed in the PIF you would let the prospect know:
"Our community offers Affordable Housing. In order to qualify, you would have to meet the
income guidelines we have"
You would then provide the income restrictions if they are listed in the PIF. You will need to ask
how many people will be in the home. For example, if there are 2 people, you would say:
"Does your household income total above or below $41,460 per year?" I f they make more
than that set amount, notify them that they do not meet the income guidelines/do not qualify
and lose the lead. If they make under it, quote the affordable amounts.
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If they do not qualify, inform them "You do not qualify for our community at this time".
You can refer them to a sister community if one is listed in the PIF; if not, wish them luck on
their search.
If there are no income guidelines listed, be sure to include in your notes that the prospect is
inquiring about affordable housing.
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Pricing in Available “Avail”
● To access the avail tab, you will click the farthest right tab on the GC. Example of
Available tab: Related management- Bison Run
● The “Available” column means that they are currently available for lease
● The “On Notice” column means there are apartments that will be coming available as current
residents have given notice that they will be moving out. We do not promise a time frame, but
let them know you will have the main office follow up with the availability dates.
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Pricing in LRO
LRO:
Some of the communities we quote pricing from the LRO on the guest card. The following is
how you decipher the correct floor plan, date and pricing. Example for LRO: Hampton Court
Apartments
● Select the LRO tab from the guest card and select all rates.
● Select from the drop-down the proper leasing term then select refresh to get the prices
for that leasing term. If you don’t click refresh it will not change the prices. (3-18)
● Scroll through the list and find the floorplan that they are looking for ( 1x1, 2x2, 3x2,
etc.)
● When looking at the dates, don’t use the exact date, use the term “around” date listed.
● Quote the price from the apartment and date they asked for.
● Make sure that when you quote the pricing to the prospect, you quote them the leasing
term that they are looking for first.
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Pricing in Website
Website:
Most property websites are set up similarly so pricing and availability is easy to locate.
Avenue 5 Simple Pricing:

1. Click the farthest right tab and it will take you to the website.
2. If the Website does not automatically take you to the community pricing, make sure you
click the link for “Floorplans and Pricing” or “Availability” from the community menu.
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3. Click on the “Availability” or “Check Availability” tab as shown above.
4. Quote pricing
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Strata Pricing:
1. A
gain you will select the farthest right tab.
2. If the Website does not automatically take you to the community pricing, make sure you
click on the link for “Floorplans and Pricing” or “Availability” from the property website menu.
3. Some Communities may require you to select the floor level to view availability for each
floor.
4. Y ou will then select the floor plan that the prospect is inquiring about in the filter.
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Select “List View”
5. Quote pricing
If a community does not have any pricing, or is fully leased, let the prospect know that
availability changes on a day to day basis and you can have the leasing specialist follow up to
discuss availability.
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Pricing in Pricing Sheet
Pricing Sheet:
So far the only community that we have that has a pricing sheet is from Bella Investment
Group, Highland Village.
This is a student living community, and you need to be careful to go over in full detail what the
sheet says.
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Quote to Note
When adding a note to the Guest Card there is a “Quote-to-Note” feature to use when you are adding
the price you quoted to your notes. This feature makes it easy to insert the pricing into your notes.
You will not be able to use this feature when quoting from a website. Prices quoted from the website
will need to be typed in as “Quoted from website 1x1 from $999/mo”.
This feature will only be offered when quoting pricing from PIF, LRO and AVAIL tab. Below are a few
examples:
Quote Pricing:
Pricing will always be quoted from the furthest right tab in the Guest Card. Put a checkmark next to the
price or prices you have quoted. Then click “Add note”
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Add Note:
Once you click “Add Note” you will have the “Quote to Note” feature. Once you enter your notes and
click the “Quote to Note” button. The Price you checked in the Pricing tab will automatically be added to
your notes.
Always remember to click SAVE after you enter a Note
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Quote to Note from AVAIL: (Example from Bison Run)
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Quote to Note from LRO: (Example from Canterbury House Apts)
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MaxLeases Appointment Setting
Appointments are the key to success for our clients!
First, review the GREEN BAR. This contains property specific details that you will need for
setting appointments. Here are a few examples of what you might find:
● If a property is under renovation, they may not want you to schedule an appointment
for a specific time frame.
● Some properties allow same-day appointments; others do not allow appointments at
all.
● Some properties require 24 notice for scheduling.
Once you have reviewed the Green Bar and have the consent to make an appointment, the
next step is to schedule it!
From the Guest Card in MaxLeases you will have a few options for scheduling.
● Schedule Activity
● EXT APPT (scheduling through website or KNOCK system)
● Text Tour
SCHEDULE ACTIVITY
● Click on Schedule Activity located at the bottom of the Guest Card in basic options
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● Confirm that there is no checkmark on the “Create task on date only (no time).” If it is
checked, the time you chose will be removed and automatically scheduled at 12 am for
that day.
● Activity: Appointment
● Scheduled by: Live Response
● Scheduled for: (leave this field blank)
● Select the EZ APPT button.
● For reference, the office hours and tour details are also listed on this screen.
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● Confirm date and time prospect would like to tour is available on the schedule
● Select the requested date
● Select the requested time
● You will get a pop-up box confirming appointment information. Select OK
● Select SAVE
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EXT APPT
You will use the EXT APPT button to schedule tours for some communities that have their own
scheduling system.
● Select EXT APPT
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● After selecting EXT APPT, another tab will open and you will be taken to the community
specific website for scheduling.
● Select a date from the calendar
● After you have selected a date, you will need to choose a time
● The date and time you selected will show at the top of the screen
● For some communities the prospect information will automatically populate from the
guest card
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● If the information does not automatically populate copy and paste the prospect
information from the guest card.
● Select Schedule Now
Appointments set with the EXT APPT link WILL NOT show up in the history tab on the guest
card. You MUST document in your notes the time and date the appointment is scheduled for
and that it was set through EXT APPT.
If you have to change an appointment scheduled through EXT APPT, just schedule the new time
with the steps above and document in your notes that the prospect called to change their
appointment. List appointment date and time for the old and new appointment in your notes.
If a prospect calls to change an appointment scheduled in EXT APPT, you will only be able to
send a note that they called to cancel. Include appointment date and time.
Text Tour
There are many reasons some prospects are unable to take a physical tour, however, the
community may offer prospects a virtual tour. LRS agents can send a simple text to a prospect
from the guest card that invites the prospect to take a virtual tour. This feature may be located
under the green bar as “LRS Activities” or located in your Basic Options as “text tour”.
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If there is an online tour available shown in the PIF (Located in Basic Information) and the
community allows virtual tours, you may then offer a text tour.
You must confirm that you have consent to text the Caller.
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If you text a virtual tour, please include it in your notes. Once you are done processing the guest
card, you will then disposition the call as Prospect first time caller/Appointment set.
Text activity will record in history. Also when the caller clicks on the link it will show in the
recorded history as well.
Confirming an Appointment
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When the appointment is set, advise the caller that their appointment has been scheduled and
ensure they have the address for the community. Also, advise the caller that anyone over the
age of 18 must bring a Valid Photo ID to the tour.
For all appointments, the prospect must agree and commit to the date and time.
Agents should not set an appointment if they are not sure that the prospect will be able to
come in.
Changing an Appointment
If a caller asks to change a previously set appointment
Schedule Activity:
● Schedule the appointment as you normally would using the Schedule Activity button.
● After the appointment is scheduled, you will need to cancel/remove the previous appt.
by selecting the SCHEDULE tab on your guest card.
● Click on the blue link of the appointment that was originally scheduled
● Click the delete button and select ok to confirm you would like to delete the
appointment.
● Hover over RECENT on the top of the community dashboard and select callers name.
● Add a note that you have changed the appointment
EXT Appointment:
● Schedule the appointment as you normally would using the EZ Appt button.
● Add a detailed note that the prospect would like to reschedule the appointment.
● Include the time and date of the old and newly set appointment.
Cancelling an Appointment
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Schedule Activity:
If a caller asks to cancel a previously set appointment, select the SCHEDULE tab from the main
screen on the Guest Card.
● Click on the blue link of the appointment
● Click the delete button Select recent from the community dashboard
● Add a note that you cancelled/deleted the appointment and why.
EXT Appointment:
There is no way to delete a previously set appointment that has been scheduled through EXT
Appointment.
● Confirm the prospects contact information.
● Add a note that you cancelled the appointment and why.
Scheduling with No Availability

If there is no availability, we can still offer to set an appointment by checking to see if there is a
model home available (This information can be found in the PIF under the Amenities tab
located in the Community Amenities section.)
If there is no model, we can still offer to set an appointment to tour the community. (see green
bar)
MaxLeases Transferring Guest Cards

There will be times when you need to transfer a Guest Card.
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1. If available, select the community the prospect is calling about in the bldg/prop field
2. Then select “Transfer”.
3. You will then reselect the community in the “Send to community” tab.
4. Select the lead transfer button
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5. Lose the lead by selecting “Duplicate” in the “Reason for loss” feild.
6. Select “OK’
7. Select “ok” and your guest card will automatically populate for the correct community.
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How to Transfer a Call to a Bi-lingual Agent
After you verify that they need a Spanish speaker, you will then let the caller know, “I am going
to place you on a brief hold while I get you transferred.”
Please make sure you go to the Google Hangout chat named “Spanish Calls”. Copy and paste
the property name and guest card number as seen below.
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1. In the InContact Max Agent window place the caller on hold and select “Transfer/Conf”.
2. Once you select the “Transfer/Conf”, click on Skills.
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3. Scroll down until you see Spanish Transfer.
4. After you select the Spanish Transfer button the option of “Cold Transfer” will appear at the
top. By selecting the “Cold Transfer'' option this will allow you to drop the “Spanish Queue”
5. After completing the transfer, please do not lose the guest card. Click “Save and exit” to exit
the guest card. (This allows the Bilingual agent to go into the community and find the guest
card for the call that you have just transferred to them instead of making a brand new guest
card
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6. Within InContact you will disposition the call as “Test Call”, so that the bilingual agent can
select the correct disposition after they are done speaking with the caller.
If the Bilingual Skill/Chat is unavailable try your best to gather the callers name and confirm
the telephone number. You will then add a note that the caller is needing a bilingual speaker.
Process the guest card as you normally would.
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How to Transfer a Call to an Account Manager
The Account Manager role is to ensure that client needs are understood and satisfied. They
build and manage client relationships, collect information, and ensure that company offerings
meet the individual needs of clients.
Anytime you receive a call from a community wanting to address any issues, make any changes
or updates to their account, please transfer the call to an Account Manager. This includes
verifying the caller is a Property Manager, Manager, or Maintenance Technician that works in
the community you are taking the call for.
How to transfer a call:
1. Place the caller on hold.
2. Select the “transfer/Conf” button.
3. Input the number (833.938.1625).
4. Hover your mouse over “External” and select “Call”.
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5. Select outbound leasing.
6. Select Transfer.
7. Lose the guest card as “Test”

8. Disposition the call as “Test”.
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Emergency Maintenance Calls
When a Maintenance call comes in, read the script as provided.
“Thank you for calling LRS on 7th Street Emergency Maintenance. My name is Shay. How may I
assist you today?”
Step 1: Gather information
Gather the resident’s first and last name, phone number, permission to text, building number
(if applicable), apartment number, pet information, and if maintenance has permission to enter
the resident’s home.
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In the previous screenshot, there is a box with three dots next to the building/ property field
that is referred to as the maintenance I.D. Whenever that box is available, click it, select the
building/apartment number from the drop down (do not worry if the caller’s name does not
match up with the name listed within MaxLeases. The name listed could be another person on
the lease or a former lease holder). You can filter though the list by selecting CTRL+F
Step 2: Select the Rule

READ GREEN BANNER for community specific info
Click “Select Rule” on the maintenance ticket. There will be a list of rules (maintenance issues)
that may be emergency or nonemergency.
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If there is a “Yes” next to the rule, it is considered an emergency.
“Additional Information” on the right hand side of the rule will list specific details for that rule
that have been put in place by the community.
In this situation, the resident is locked out of her apartment. We know the client considers this
as an emergency because it’s listed as a rule. The additional information section and the green
bar both tell us we must inform the resident there is a lockout fee.
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Step 3: Complete maintenance ticket
Below is what the ticket will look like when a rule is selected and a maintenance ticket is
completely filled out. The rule you choose will auto populate into the “Title/Brief Description”
on the bottom portion of the guest card. If you select a rule that is not on the list you will have
to manually fill out the “Title/Brief Description” section as it will not auto populate.
Provide detailed and brief notes about the emergency in the “Notes” section.
After you have gathered all necessary information and it is determined that the issue is an
emergency, you will advise the resident,
“I am going to dispatch a maintenance technician now. Please make sure you answer your
phone if you get a call from a blocked or unknown number as they may reach out to you by
phone with an ETA.”
Next step is to click “SAVE” which will take you to the next screen where you can dispatch.
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Step 3: Dispatch
We only dispatch maintenance for emergencies. (Be careful not to contact courtesy patrol for a
maintenance situation and vice versa.)
Click “Try” next to the first Maintenance contact. (Located to the right of the ticket) The contact
information will auto-fill into the bottom of the ticket.
Call the first maintenance contact once. If they answer the first call, provide the nature of the
emergency and the resident’s information. Ask if they would like to receive the information via
text message (if so, check the box under the text column).
Always make sure you notate what happened on the call.
Format for ” Results/comments” section If maintenance is not reached ”First attempt: Voicemail left ;
Second attempt: Final voicemail”. If maintenance is reached, First attempt: Spoke to On-call Tech,
opted into text. (Please see example below)
Once you click “Save” on the ticket, our client will receive the maintenance ticket immediately,
and the text message will be sent to the technician.
SEE MAINTENANCE SCRIPT IN HANDOUT SECTION FOR VERBIAGE
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What if I call the first contact and they do not answer?
If the call goes unanswered, leave a voicemail stating your name and that you are calling with a
maintenance emergency for “name of community”.
You will then call a second time. If the tech answers, let them know you are calling with a
maintenance emergency for the “name of the community” and ask if it’s ok to text the ticket
over.
If you reach voicemail again, leave a message that includes your name, the name of the
community, the resident’s name, phone number, apt number and nature of the emergency.
You would then move to the second maintenance contact. Follow the same action that you did
for the first attempt calling two times.
Once you have called everyone on the list two times and left two voicemail messages, you’ve
exhausted all options. Save the ticket, disposition, and get ready for your next call!
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When dispatching Maintenance Emergencies for some communities you may find a feature
shown as “Auto Dispatch”. When selecting “Auto Dispatch” it will automatically Dispatch the
resident’s Maintenance concern. This means you will not have to dial the maintenance
Technician number using your max agent. Once you select “Auto Dispatch” The ticket will
automatically dispatch the Maintenance Emergency to Maintenance, making dispatch a whole
lot easier. This feature is only for Maintenance Emergencies and not Courtesy Patrol. If LRS
services courtesy Patrol you will still have to dispatch and call it out.
Step 1. Select auto Dispatch
Step 2. Once auto dispatch is complete select close.
Close all tabs and disposition
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Maintenance Non-Emergency
If the community shows NO under the community rules, this is considered a NON EMERGENCY.
We still gather information but we do not dispatch. The ticket is ”pushed” through to the
property main office and will be handled on the next business day.
Step 1: Choose rule
For this example, the resident has called for a concern about a gas smell in the apt. As you can
see, the rules you will select indicates NO so this is not an emergency and we will not dispatch.
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Step 2: Gather all information and complete the maintenance ticket, click save at the end.
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Step 3: Push ticket through
For non-emergency issues, there will be a YELLOW bar located under the GREEN bar. This
indicates that you have chosen a rule that is not considered an emergency by the client. You
will put N/A under the “Name” and “Phone” field, select “No” for Dispatched and
Non-Emergency under the “Results/comments”. Then click Save and the ticket will be
“pushed” through to the leasing office.
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What do I do if the caller is calling in and the rule’s additional information does not warrant a
dispatch?
When selecting a rule, you will still select what the caller’s concern is, but you will add a reason
in the notes as to why you are not going to dispatch. You will then process as a NON
EMERGENCY and push the ticket through. See below example:
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Community Maintenance Issues
If the entire community is experiencing the same maintenance issues such as no water, power,
ect, the Maintenance Technician may ask you to tell LRS Agents Do not Dispatch (DND) and
push the tickets through, although it is considered a Maintenance Emergency. You will relay
this information to the agents in the maintenance chat. Also be sure to check for community
issues daily.
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You will include the communities name, the Issue the community is experiencing, an ETA (if
available), and if the Maintenance Technician would like LRS agents to DND and push tickets
through. If Residents are still experiencing the Maintenance emergency after an ETA is
provided, you may dispatch and ask for an update on the community.
When pushing tickets through for any community issue or Non-Emergency:
● In the “Dispatch/Outbound call result” section on line one you will put “N/A” into the
“Name” and “Phone” Field.
● Select “N” for no dispatch.
● In the “Result/Comment” section you will write “Non-Emergency”
● Select “Save”
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When would you choose “other rules?”
● Courtesy Patrol - If the resident is calling for a courtesy patrol issue and the badge in the
green bar shows that LRS does service CP.
● No report/problem resolved - Wrong number, if the resident changes their mind or caller
is trying to speak with someone in the leasing office, or if the resident has resolved their
own maintenance concern.
● Caller hung up - Noone on the line after you read the script. Must ask if the caller can
hear you and if no response, you can hang up and choose this option.
● TEST call - The property management company, community or LRS may be testing the
lines and will state that it is a test call.
● None of the above rules apply: If there is no rule to select for a maintenance issue.
Courtesy Patrol addresses non-maintenance related matters such as noise complaints,

solicitors, parking issues, etc.
If LRS services Courtesy Patrol for the community, we ALWAYS dispatch out. It is important to
check the badges in the green bar to confirm that we provide this service for the community
you receive the call for.
When the call comes in, a maintenance ticket will pop and you will gather resident information
with the exception of the following:
● You will not need to ask for permission to enter
● You will not need to ask if there are any pets in the home
There is not a RULE for Courtesy Patrol so you will select the CP option for Other Rules
After you collect the resident’s information you will call courtesy patrol a total of two times
until you reach someone or until you have left two voicemail messages. Do not contact a
maintenance technician for a courtesy patrol situation.
If “Courtesy Patrol” is not listed in the green banner, advise the caller that we do not service CP
for their community.
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Closed Maintenance Tickets
Existing Tickets
Residents will call back because their Emergency Maintenance request has not been addressed.
You will pull up the existing ticket to see if the residents information is available and take the
following steps:
● Click EXISTING TICKET

● The entire existing/previous maintenance ticket will be copied into your ticket.
● You will then see a screen that lists all Maintenance Tickets received in the last 48 hours
for that community.
● Choose the correct ticket and click COPY
● Confirm the residents phone number, apartment number and if the Maintenance
Technician has permission to enter.
● The note section will also be copied and YOU WILL NEED TO ADD YOUR OWN NOTES
UNDER THE PREVIOUS AGENT NOTE.
● You will then process the ticket as you normally would.
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Texting Maintenance Previous Tickets
If a Maintenance technician has missed a call he or she may call into the maintenance line.
You will then get a script that says “"Thank you for calling the maintenance line my name is _____ ,
can you please start with the community you are calling about?" and the LRS navigator will populate.
● Once maintenance has confirmed the community, you will then type the community
name into the search bar located in the top right hand corner of your LRS navigator.
● Select the community highlighted in blue
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● Select MaxLeases Dashboard
● Hover over Reports and select “LRS Maintenance tickets”
● You will then confirm with the maintenance technician the most recent ticket that has
not been dispatched.
● The maintenance technician may then ask you to text the information.
● You will then select the ticket number highlighted in blue located on the right side.
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● Once you select the processed maintenance ticket at the top you will click
“send text” button in the history section
● After you re-text the ticket, you will close out of the MaxLeases tab before you take your
next call
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Creating a Maintenance Tickets
If a resident calls the leasing line for maintenance you will receive a guest card.
First look at the green banner to see if LRS service maintenance for the community. In the
green bar it may show as LRSDOMAINT meaning we service maintenance 24/7 for the
community or or MAINTAH meaning we only service maintenance after the community is
closed. If LRS does not service maintenance for the community You will provide the number to
the main office.
When LRS services Maintenance After Hours you will check the Communities Office hours. If the
office is open you will direct them to the main office. If the main office is closed you will assist
them as it is after hours.
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● Once you verify that LRS service maintenance you would then lose the lead as
“Maintenance/Work Order” in the “Reason for loss” field.
● For some communities when the agent selects Maintenance/Work order as the reason
for loss, there will be an option to lose the guest card and create a maintenance ticket in
one step.
● Select ”Lose/Ticket” and your MAintenance ticket will appear.
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● If the option is not given to select “Lose/Ticket” select “Lose” to manually create a
Maintenance ticket.
● Once you have lost the lead you will then automatically be transferred to the
community dashboard.
● Hover over “Tools” at the top of the dashboard and select “Add LRS Maint Call”
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● A maintenance ticket will then populate.
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Report Escalation Button For Maintenance
Maintenance Tickets will have a “Report” button that will be used when a current resident has
called previous time and maintenance has not responded.
We will only escalate for maintenance when:
● The resident has called several times with no response from the office regarding
emergency issues.
● If it is any situation that is beyond your control and cannot be fixed by sending over a
maintenance request.
Be sure to gather all resident information to complete the maintenance ticket.
● Located at the bottom of the Maintenance ticket, check the box “Escalate this ticket after
ticket is processed (you will be asked to confirm escalation)
Once you are done processing you will be redirected to the Emergency Maintenance
Record. This will display a completed Maintenance Ticket. Located at the bottom of the if
the ticket is a reminder to escalate.
● Select “Escalate Ticket”
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● You will enter a detailed description of the resident escalated situation in the box that
will populate.
● Once you input your notes, select “Send” and you will receive a confirmation that your
escalation has been sent.
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Report Escalation Button
The “Report Escalation” button is to be used for callers that have issues that cannot wait to be
addressed.
Steps:
● Ask if the caller has called the main office.
● After the caller confirms that they have tried to contact the office, advise them you will
escalate the situation to our point of contact for the community (the point of contact
for escalations will be different for every client. For some clients, it may be the
community manager, and for others it may be the president of the company. Keep your
notes clean, professional, and without grammatical errors).
● Click the “Report Escalation” button.
● The email address will auto-populate. You will add your notes in the escalation notes field and
click report
● After you click “Report” a copy of the whole guest card, including your notes, will be sent to the
client.
● Reporting does not lose the guest card, if necessary, lose guest card after reporting escalation.
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How to Send Escalation to a Supervisor
If you are unable to deescalate the caller and they insist on speaking with your supervisor you
will inform the Supervisor in the Escalation chat.
● In the Escalation chat you will include the communities name, Guest Card number, and
the issues the caller is having.
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● Once a supervisor responds to the chat you will then transfer the call directly to that
supervisor.
Step 1. Place the caller on hold
Step 2. Select Transfer/Conf
Step 3. Input the supervisor's name
Step 4. Hover over “External” and select “Call”.
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Step 5. Select outbound leasing.
Step 6. Select transfer.
Step 7. Create the Escalation ticket and process the Guest Card or Maintenance ticket as you
normally would.
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Quality Assurance
At LRS, our top priority is providing excellent customer service to our prospects for the Clients
we service. We have 4 Quality forms
We review recorded agent calls to verify that we are meeting the highest call quality standards
at all times.
Quality Assurance reviews are a learning experience as well. We review your calls with you on
a regular basis to discuss what went well and identify opportunities for improvement.
General Call Flow

General Call Flow Guidelines
● Request Contact Info
● Gather guest card information
● Build value in the home and community
● Request prospects desired preferences
● Provide Pricing and availability
● Build rapport throughout the call
● Set Appointment (if appropriate)
● Ask if prospect has any further questions or requests
● Thank the caller for their time and interest in the community
Let’s listen to some calls together.
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Rapport and Professionalism
Building rapport is all about listening to and understanding the caller’s needs, acknowledging
those needs, and creating a personal relationship with the caller through a positive,
conversational interaction.
You should use the caller’s name throughout the call and ask for information using statements
such as “May I have...” “Please” and “Thank you.”
Avoid moments of “dead-air” and limit your use of “um” and “uh,” as this indicates a lack of
confidence.
Remain professional at all times and refrain from using such slang as “Hon”, “Honey”, “Girl”,
“Man”, “Sweetie”, “Gotta”, “Gonna” or “I can hook ya up with a one-bedroom.”
Demonstrate understanding and empathy using a polite, helpful, and respectful tone at all
times. Some examples of this are:
“I understand your frustration.”

“I understand your concern”
“I’d be happy to assist you with that!”
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If you need to provide negative information (such as lack of availability), you should
demonstrate empathy and respond with a positive alternative.
Here’s an example:
“I am not seeing any availability at this time, but I would be happy to take your information and
have a member of our leasing team call you back once something becomes available.”
If you are asked a question that you do not have a definite answer for, let the prospect know
that a leasing agent will follow up with the answer and be sure to put the question in your
notes section.
Try a response similar to this:
“That’s a great question! I am not certain if our fitness center is open 24 hours a day for sure.
However, I will make a note of your question and ask our leasing team to follow up with
you”
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Amenities
When speaking to the prospect, our goal is to create value for the community. We will use the
community amenities and the features of the apartment homes to create value. We want the
caller to be excited about their potential new home and attempt to set appointments to view
the property. We do not want to give a laundry list of amenities and features; we want to
understand what’s important to the caller and then customize our response to sell those
benefits and features based on the information they have provided.
In the PIF, you will utilize the “Amenities” tab for a list of the apartment features and
community amenities. Keep in mind, properties can also include helpful information in the
“Why Live Here” or “Description” tabs that can be utilized to create value.
In order to determine the amenities and features to discuss, ask the caller:
“What is important to you in your new home?” or
“Are you looking for anything specific in your new home?”
It is very important to actively listen to the caller so that you are advocating the needs they are
looking for in their new home. Use your listening skills throughout the call to discreetly gather
useful information. The caller may have said that he is looking for an apartment with a
washer/dryer in the apartment, has hookups in the apartment, or has a laundry facility on-site
without you asking.
There is no need to provide detail about utilities, deposits, pet fees, etc. unless specifically
asked by the caller. If asked, be sure to provide the exact and accurate information, especially
all fees and costs, according to the PIF.
Pricing
It is important to quote pricing and availability accurately. This is, after all, the reason for most
calls.
Pricing can be located in the furthest right tab of the guest card. (Could be AVAIL, LRO, PIF,
Website, or Pricesheet)
If there is a concession or special listed in the gray sidebar of the guest card or in the PIF, you
must provide that offer to the caller.
124
Role Play Exercise:
In this exercise, two of you will play the part of either the Agent or the Caller. You’ll role play
the scenarios aloud so that you can practice providing callers with our ABC’s. Then your
classmates will decide which scenario was better and why.
Scenario A:
Agent: “So are you looking for anything specific in your new apartment?”
Caller: “Well I was hoping that you have washers and dryers in the units.”
Agent: “Ok cool! For $900 I can get you in a two bedroom. We have a fitness center, a pool,
and BBQ grills. Sounds good?”
Caller: “Yea. It sounds nice.”
Scenario B:
Agent: “So are you looking for anything specific in your new apartment?”
Caller: “Well I was hoping that you have washers and dryers in the units.”
Agent: “That’s perfect because we offer full-sized washers and dryers in select apartments. It
makes it so much more convenient to be able to do your laundry in your home rather than
packing it up in the car and driving somewhere.”
Agent: “Well you’re going to love your new home here at <insert property name>. You will
have a beautiful swimming pool which is fantastic during those hot Arizona summers. We also
have a fantastic fitness center and theater on-site which can be a great way to save money!
One of our most popular features is the underground parking structure which will keep your car
clean and cool – especially during our hot Arizona summer! Inside your new home, you’ll enjoy
the use of your own personal, private balcony, 9-foot ceilings with panoramic windows, and
beautiful stainless steel appliances in your kitchen.”
Caller: “A parking garage sounds great! I don’t have a garage right now and if I have on shorts
in the summer I always burn my legs on the leather seats in my car. I hate that!”
Agent: “Wow! I bet that hurts. Well, our beautiful community also has a refreshing pool where
you can go and relax, a great fitness center where you can go and get energized, and BBQ grills
for when you want to have a cookout if you feel like eating a good grilled meal. How does this
sound to you?
Caller: “It sounds amazing!”
125
Agent: “All these great things to do and our two-bedroom is starting at $900. I have a four pm
appointment open; can you come by for a tour today?”
Caller: “I sure can!”
Exercise Recap
Now that you’ve heard both scenarios, what do you think? Did anything stick out? What did
the Agent in Scenario A do well? What can be improved?
How about Scenario B?
You will find your style – Most importantly, be friendly, sincere and helpful. Remember your
caller is looking for a place to call home.
126
Our Tools (InContact and MaxLeases)
InContact Overview
All of your login information, including usernames and passwords will be on your login sheet
you will find on your desk.
InContact (INCO) is the Softphone system that LRS uses to place and receive calls from
customers. Your call status is tracked to let you view and compare your performance.
Preparing to Receive Calls
● Launch your Softphone from your desktop and Sign In. You do not need to remember
your username and password.
127
● Your license key information should also be auto saved. If it is not saved, enter your
station’s License Key from the sticky note saved on the computer desktop.
● Softphone is ready
128
● Launch the InContact https://na1.nice-incontact.com/login/?nocache#/ in your Chrome
browser. This should be saved to your favorites.
● Your Login is your Rentpath email address.
● Your password is: _________________________
● Click Login.
● Launch Max agent:
● Enter your Phone Number:__________________________
● Be sure that “Set Phone Number” and “MAX” are selected.

● Click Continue.
● Give InContact a moment to load.
● Your initial status will be RED - Unavailable. Click the down arrow to change your status
to Green – Available.
129
You are now able to take calls.
MAX Agent is where you will change your Available state for:
● Breaks
● Lunch
● Bathroom
● Training
● Peer Coaching
● Meeting
● System Issues
Unapproved states will affect your Conformance. Conformance is when you are scheduled to
be in Available status vs. your actual time in Available.
130
Call Dispositions
How to Launch End Call:
● After each call you will need to immediately select the “Launch” button located on
your Inco Max Agent.
● If available select “End Call” .
It is good to check this feature for hang up options prior to ending your call.
You will then choose a disposition in InCo Max Agent before you are able to take another call.
131
● The disposition options will pop up automatically when you complete a call. If not you
will need to click on the arrow in the lower left hand corner of your Max Agent.
● Use the scroll bar on the right side of your Max Agent to locate the correct Disposition.
● Click Save and Close and you are ready to take your next call!
132
Below are the options for Dispositions and examples.
940 PROSPECT First Time Caller ● Caller wants to rent an apt.

Appointment Set ● Appointment set
● Text a tour
941 PROSPECT Call Back ● Prospect calling back

● Duplicate found and able to merge
● Prospect calling to check on the status of
their move in.
942 PROSPECT First Time Caller ● Callers

first contact
Inquiry Only ● Wantto rent an apartment
● No appointment set
943 NON PROSPECT Vendor ● Rental verification calls

● Person or company offering something for
sale
● Person or company that services the
community (landscaping, cleaning etc)
● Market Surveys
133
944 Test Call ● LRS test calls
● Community or property management
company test calls
● Spanish Call transfer
● Account Manager transfer
945 Hung Up/Nobody on Line ● Call answered and no one is on the line
● Call back and no one answers
946 NON PROSPECT Employee ● Someone works for the community or

property management company
● Maintenance tech calling back on
maintenance line
947 NON PROSPECT Volunteer/Charity ● UnitedWay, Churches etc

Call ● Anyone asking for donation
948 NON PROSPECT Resident ● Caller

CURRENTLY lives in the community
● Previous resident
949 Wrong Number ● Caller is not looking for the community you
answered for
134
950 Maintenance Emergency ● Emergency Maintenance Calls
● Calls that are being dispatched for as an
emergency per community rules
● Courtesy Patrol Calls (Only if LRS services
Patrol)
951 Maintenance Non-Emergency ● Maintenance Calls that are NOT an

emergency per rules
● These are calls that you are completing
maintenance tickets for but not dispatching
per community rules, only pushing tickets
through
952 Maintenance Wrong Number ● Call received on the maintenance line but
was NOT for the correct community
● Caller wants to reach leasing office, no
maintenance issue
953 Maintenance Hang Up ● Call received on a maintenance line and

caller hung up
135
Call Backs
When calls are busy and we are unable to answer immediately, the IVR gives
callers the option for a call back or to hold for an agent.
If they chose the call back option, your softphone will automatically return the call
when the next agent is available.
You will hear ringing and will follow these steps:
● If there is a script, make sure to read it word for word as you would on any
calls. If the script does not pop, you will use the community name at the
top of the Guest Card to introduce yourself
136
How to Process a Chat
● Once you have accepted the chat, the chatbox will appear.
● The key Identifier for a chat is the skill name “Inbound Chat” in the upper left hand
corner of Max Agent.
● In-contact will automatically greet the prospect on your behalf.
● When responding to any chat, please remember to check for any spelling or
grammatical errors.
● We will only wait two minutes for a response from the prospect. After 2 minutes
without a response, please disconnect from the chat.
● Handle the chat just like you would any call leasing or maintenance call.
137
● When receiving a chat for leasing we will always check for duplicates by clicking the
“check dupes” button. IF a duplicate has been found you will then merge the newly
created lead into the existing lead.
● The system will automatically ask the prospect to enter their contact information in
the contact field. If the bottom of the guest card is not filled out completely after
merging attempt to gather all missing fields.
138
● Here is an example of what an engaged chat looks like.
● Treat the chats as if you were on a call, gather as much information as possible to
complete the guest card.
● Remember to make sure you are using correct grammar and spell checking your
chat before sending.
● Reminder for chat only you will wait 2 minutes for a response before letting the
prospect know you will end the chat. *For Example: “We appreciate your interest
in 1405 Point any further questions feel free to reach back out to us, Thank you
and have a nice day.”
● Remember to follow any instructions listed in the green bar.
● Let’s remember to always follow the Chat QA form.
139
● Once the chat has ended you will copy the entire chat by selecting the “Copy
Text” button which is located at the top on your Max Incontact.
● Once the entire chat has been copied you will then click the “Add Transcript”
button and paste the entire chat.
140
● If you are not able to use the “Add Transcript” button do not use the “Add
Note” button for transcripts.
● Summarize the chat, and remember to ALWAYS leave a detailed note in the “Add
Note” section. Once the chat has ended and you have completed your notes
● If the option is given, always “email lead data” and “send to OPS/Yardi.”
● You will then disposition the chat as you would any call.
141
How to Process a SMS/Text
● Once you have accepted the SMS/Text, you will receive a text box, history thread, and a
guest card tab will appear.
● The key Identifier for a chat is the skill name “Inbound SMS” which will indicate that you
have accepted an SMS/Text.
● When receiving a text, if it is the prospect's first time inquiring on the property you
would send a greeting introducing yourself. For Example: Hello my name is Shay, Thank
you for your interest in our property. Can I start with your first and last name?
● When responding to any SMS/Text, please remember to check for any spelling or
grammatical errors.
● We will only wait two minutes for a response from the prospect. After 2 minutes
without a response, please disconnect from the SMS/Text.
142
● After accepting the text, you will have both this page and the guest card appear on your
screen. This screen will show any previous conversations with prior agents. Review the
last conversation, do not reintroduce yourself. If the guest card is not completely filled
out attempt your best to gather all missing information for a complete guest card.
143
● When receiving a SMS/Text we will always check for duplicates by clicking the “check
dupes” button. Once the duplicate has been found you will then merge the newly
created lead into the existing lead.
● Treat the SMS/Text as if you were on a call, gather as much information as possible for a
complete guest card.
● Once the SMS/Text has ended you will copy the entire chat by selecting the “Copy Text”
button which is located in the highlighted area.
144
● Once the entire SMS/Text has been copied you will then click the “Add Transcript” button
and paste the entire SMS/Text.
● If you are not able to use the “Add Transcript” button do not use the “Add Note” button
for transcripts
145
● Summarize the SMS/Text, and remember to ALWAYS leave a detailed note in the
“Add Note” section.
● Once the chat has ended and you have completed your notes you will then disposition
the SMS/Text as you would any call.
● If the option is given, always “Email lead data” and “Send to OPS/Yardi”.
146
Welcome to
Live Response Solutions!
147

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Live Response Solutions

New Hire Training Guide

RentPath Executive Leadership 6

Live Response Solutions 7

Customer Service: OPERATE 14

MaxLeases Guest Cards 23

MaxLeases Merging Guest Cards 39

The Property Information Form (PIF) 43

MaxLeases Pricing and Availability 59

MaxLeases Appointment Setting 74

MaxLeases Transferring Guest Cards 83

How to Transfer a Call to a Bi-lingual Agent 85

How to Transfer a Call to an Account Manager 89

5. Select outbound leasing. 90

Emergency Maintenance Calls 91

Closed Maintenance Tickets 105

Report Escalation Button For Maintenance 113

Report Escalation Button 115

How to Send Escalation to a Supervisor 116

Quality Assurance 119

General Call Flow 119

Rapport and Professionalism 120

Our Tools (InContact and MaxLeases) 125

Call Dispositions 129

Call Backs 134

How to Process a Chat 135

How to Process a SMS/Text 140

RESPECT COURAGE TRANSPARENCY

EMPATHY CELEBRATION ACCOUNTABILITY

HARD WORK GROWTH HUMILITY

Exercise: What do RentPath’s Core Values Mean to You?

RentPath Executive Leadership

Marc Lefar: President and CEO

Rick Martin: Chief Financial Officer

Whit Lanier: Senior Director, B2B Marketing

Live Response Solutions

We provide support to:

Our Package of Solutions

Appointment Setting Support

Call Tracking and Recording

MaxLeases Customer Relationship Manager (CRM)

Emergency Maintenance Ticketing and Dispatching

Telephone Performance Analysis

LRS Leadership Organizational Chart

Their expectations for our agents are to:

What We Offer Our Customers

● Properties Miss 30% of Their Calls

● Focus Time on What Really Matters

What We Offer - RentPath

Expand Offerings Into New Accounts

- For an 8 hours shift:

Customer Service: OPERATE

The OPERATE acronym represents LRS’s commitment to customer service.

OPERATE stands for:

The Four Behaviors & Core Values

The Four Behaviors are:

These Core Values drive the Four Behaviors here at LRS

OWNERSHIP – driven by ADVOCACY and TONE

● What does your assigned word mean to you personally?

Community Dashboard:​ Returns the user to the dashboard of the property.

BADGES IN GREEN BAR

Elements of a Guest Card

First Name:​ Field for the prospect’s first name

Community Dashboard: Returns the user to the dashboard of the property.

First Name: Field for the prospect’s first name

ADD NOTE: Used to “ADD A NOTE” to the prospect’s guest card.

UNIT SHOWING: Not used at this time

CANCEL: Not used at this time.

Lease: Not used at this time

Other: Not used at this time

Monetary Compensation can be ordered to be paid to the victim of discrimination for

● Select EXT APPT

3. Input the number (833.938.1625).