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1
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2
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3
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4
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Manager is knowledgeable.
Demonstrates product knowledge. Demonstrates knowledge
of area and competition.
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Product Knowledge is
inadequate. Cannot answer basic questions regarding
the property or surrounding areas.
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Minimal Product knowledge;
does not consistently meet the requirements of the position.
Struggles to relay information.
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Average product knowledge;
has basic information regarding competition and surrounding
areas.Can relay basic information.
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Excellent product knowledge.
Complete understanding of what she is able to offer.
Easily relays information about amenities, competition
and surrounding areas e.g., bike trails, bus lines,
schools et.
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Complete understanding
of LIHTC program and requirements. Can explain this
information to residents and prospects.
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Understanding of program
and requirements is inadequate for position.
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Has very little understanding
of LIHTC program and requirements. Requires consistent
Compliance assistance to complete initial certification/recertifications.
Applications require significant corrections.
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Demonstrates a basic
understanding of LIHTC program. Is able to complete
a certification/recertification with limited assistance
from Compliance. Applications require some corrections.
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Demonstrates a superior
level of understanding of LIHTC program. Is able to
complete initial certification/recertifications with
no assistance from Compliance. Applications are routinely
approved with few if any corrections needed.
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Build trust and
rapport with residents and prospects.
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Property Manager does
not provide basic customer service to build trust &
rapport with residents and prospects. Phones not answered
in timely manner;does not introduce self or volunteer
information.
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Improvement needed.
Property Manager provides very little customer service.
Unable to build trust and rapport with residents and
prospects.
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Performance meets expectations.
Provides a basic level of customer service. Does not
consistently build trust and rapport.
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PM provides excellent
customer service that builds trust and develops rapport
with residents and prospects. Answers phone by 2nd ring
with friendly voice. Introduces self and quickly identifies
needs. Welcomes residents and guests to office. Actively
listens to questions, concerns and comments. Consistently
builds trust and rapport with residents and prospects.
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____
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Maintains competitive
occupancy.
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Occupancy is unacceptable.
Occupancy is consistently below 90%. Vacant units not
turned in a timely manner.
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Occupancy does not
meet the standard of performance for property. Occupancy
stays at 90-91%. Serious effort is needed for improvement.
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Occupancy meets the
meets the standard of performance for the property.Occupany
of 93% is consistently achieved.
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Occupancy is consistently
superior to standards required for the property. Occupancy
is consistently at 95% or higher.
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Sets standard of
integrity and quality for staff to follow
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Work performance is
inadequate and inferior to the standards of performance
required for the position. PM exhibits poor judgment.
Does not set standards for quality.
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Work performance does
not consistently meet standards for performance. PM
exhibits average judgment and average standards for
quality.
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Work performance meets
standards for performance. PM exhibits good judgment
and standards for quality.
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Work performance consistently
meets or exceeds standard for performance. Exhibits
excellent judgment and standards for quality.
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Total---->
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