Clinical Observation: Property Manager
Name: ___________________ Teacher:
Date : ___________________ Title of Work: ___________________
 
Criteria
Points
1
2
3
4
 
Manager is knowledgeable. Demonstrates product knowledge. Demonstrates knowledge of area and competition.
Product Knowledge is inadequate. Cannot answer basic questions regarding the property or surrounding areas.
Minimal Product knowledge; does not consistently meet the requirements of the position. Struggles to relay information.
Average product knowledge; has basic information regarding competition and surrounding areas.Can relay basic information.
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.
Understanding of program and requirements is inadequate for position.
Has very little understanding of LIHTC program and requirements. Requires consistent Compliance assistance to complete initial certification/recertifications. Applications require significant corrections.
Demonstrates a basic understanding of LIHTC program. Is able to complete a certification/recertification with limited assistance from Compliance. Applications require some corrections.
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.
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.
Improvement needed. Property Manager provides very little customer service. Unable to build trust and rapport with residents and prospects.
Performance meets expectations. Provides a basic level of customer service. Does not consistently build trust and rapport.
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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Maintains competitive occupancy.
Occupancy is unacceptable. Occupancy is consistently below 90%. Vacant units not turned in a timely manner.
Occupancy does not meet the standard of performance for property. Occupancy stays at 90-91%. Serious effort is needed for improvement.
Occupancy meets the meets the standard of performance for the property.Occupany of 93% is consistently achieved.
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
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.
Work performance does not consistently meet standards for performance. PM exhibits average judgment and average standards for quality.
Work performance meets standards for performance. PM exhibits good judgment and standards for quality.
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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Teacher Comments:

 


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