OneVoice Newsletter_April_2023
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<strong>April</strong> <strong>2023</strong><br />
Inside you'll find...and more!<br />
MYADP UPDATES<br />
IN GOOD COMPANY<br />
VENDOR EXPO<br />
BUSINESS<br />
DEVELOPMENT
CORE<br />
VALUES<br />
AIM HIGH<br />
We are passionate about being the<br />
best at what we do. By attracting,<br />
training, and retaining great people,<br />
we set the standard for service and<br />
professionalism in our industry.<br />
BE GENUINELY<br />
HELPFUL<br />
We take pride in serving each and<br />
every one of our communities. Whether<br />
it’s opening a door with a friendly smile<br />
or tackling a problem, being genuinely<br />
helpful is what defines us.<br />
BUILD GREAT<br />
RELATIONSHIPS<br />
Relationships based on respect,<br />
trust and effective communication<br />
are the cornerstone of our success.<br />
DO WHAT'S RIGHT<br />
Our clients trust us to do what’s best<br />
for their community. We are guided by<br />
our ethics and clients’ interests in<br />
everything we do.<br />
IMPROVE IT<br />
OWN IT<br />
We learn from our experiences. We are<br />
open-minded, collaborative, and<br />
continuously looking for ways to<br />
improve.<br />
Each of us is accountable. When<br />
facing any challenge, we see it<br />
through to resolution with<br />
perseverance, integrity, and open<br />
communication.<br />
fsresidential.com/illinois<br />
Making a difference. Every day.
Table of Contents<br />
Online Reputation Tap<br />
Human Resources<br />
Customer Service & Personal Development<br />
Accounting<br />
Connect<br />
FirstService Project Management<br />
In Good Company<br />
FirstService Construction & Maintenance<br />
FirstService Energy & FirstService Financial<br />
Business Development & Marketing<br />
IT<br />
Operations<br />
2<br />
3-4<br />
5<br />
6<br />
7<br />
8<br />
9-10<br />
11<br />
12<br />
13-14<br />
15<br />
16
HOW ARE WE<br />
LOOKING<br />
ONLINE REPUTATION<br />
Simply Ask Campaign<br />
Current review status:<br />
<br />
Simply Ask March Trailblazers<br />
Rhonda Allen<br />
Katlin Dorsey<br />
Mali Arwood<br />
Susan Nichols<br />
Julianne Jackson<br />
Elizabeth Sokacich<br />
Leslie Dyenson<br />
Jenn McFarlane<br />
Sandy Penway<br />
Matthew Schomburg<br />
Donna Curtin<br />
Thank you to everyone who participated in<br />
the Simply Ask campaign.<br />
To learn more about our Online Reputation<br />
program please reach out to your direct<br />
manager.<br />
fsresidential.com/illinois<br />
2<br />
Making a difference. Every day.
HUMAN<br />
RESOURCES<br />
MYADP IS HERE<br />
Start Exploring Today!<br />
Improve It: We learn from our experiences. We are<br />
open-minded, collaborative, and continuously<br />
looking for new ways to improve.<br />
We are excited to announce the new and improved<br />
MyADP platform for all FirstService Residential<br />
associates. MyADP is replacing ADP Vantage and<br />
all associate data will automatically be migrated<br />
to the new platform.<br />
Starting today, you can use MyADP for all<br />
associate-level actions – requesting time off,<br />
updating direct deposit/tax information, adding<br />
emergency contacts, etc.<br />
Starting May 1st, all supervisory functionalities<br />
will be available as well. This means our People<br />
Leaders will be able to approve timecards, take<br />
action on time off requests, and more, directly in<br />
the enhanced MyADP Team Dashboard.<br />
To get started, you can either:<br />
Log into MyADP directly<br />
OR, log into ADP Vantage and click on “Go to<br />
New Design”<br />
TECH TALK<br />
Mobile devices allow us to take vast amounts of<br />
data with us wherever we go. Our phones and<br />
tablets make our lives easier and help us to<br />
serve our clients more effectively. Due to a need<br />
to increase our cyber security posture<br />
(specifically securing our Cyber Insurance<br />
Policy) additional controls are being deployed.<br />
We are proceeding with a Q2 effort to better<br />
protect data on our Apple and Android mobile<br />
devices. All mobile devices that access<br />
company data (i.e. Office 365, Outlook,<br />
OneDrive) will need to activate one of two<br />
features: Mobile Application Management<br />
(MAM) or Mobile Device Management (MDM).<br />
This must be completed by <strong>April</strong> 28th.<br />
The next Tech Talk will be hosted by our<br />
very own IT Manager Angle Passament on<br />
Wednesday, <strong>April</strong> 26th at 2:30p.m.<br />
fsresidential.com/illinois<br />
3<br />
Making a difference. Every day.
ADP Updates Continued...<br />
MyADP training was held on Wednesday, <strong>April</strong> 12th, and the recording is<br />
now available in FirstService Residential University titled “IL Learn Day –<br />
<strong>April</strong> 12, <strong>2023</strong> – “Exploring MyADP." This training is required for all<br />
People Leaders and is welcome to all associates.<br />
Important note: the client payroll platform, ADP Workforce Now, is NOT<br />
changing. Please continue to log into ADP Workforce Now for all client<br />
payroll-related items.<br />
Questions? Reach out to a member of the HR team at<br />
humanresources.il@fsresidential.com.<br />
fsresidential.com/illinois<br />
4<br />
Making a difference. Every day.
CUSTOMER SERVICE PRO TIPS<br />
Active Listening<br />
Great customer service takes more than just<br />
listening to what people are saying and then<br />
giving them exactly what they requested. CSS<br />
tries to determine what our client needs and<br />
see if we can provide more. (Example: If a<br />
manager wants labels, we don’t just provide<br />
the labels but ask why they need the labels.<br />
Occasionally, you can save the manager a lot<br />
of time by providing pre-addressed envelopes<br />
or having our team do the mailing versus the<br />
manager).<br />
Communicating in the Best Way Possible<br />
When CSS is sent an email, sometimes the<br />
best response is not an email in return. Often,<br />
it is a good idea to call the person or go and<br />
see the person as a way of providing personal<br />
service and “hear” what cannot be written in<br />
an email.<br />
Friendliness<br />
CSS wants to make the person asking for<br />
assistance feel as if their request is<br />
welcome. Sometimes a client is stressed or<br />
overwhelmed and our goal is to provide<br />
support and not be an added burden to the<br />
client making a request.<br />
Sharing Feedback<br />
It is important to have good rapport with your<br />
clients. CSS tries to provide tips on how our<br />
clients can be more successful in their<br />
requests. When you have a good rapport, it is a<br />
lot easier to discuss the ways CSS can improve<br />
or the clients can improve. (Example: Timing of<br />
requests, format of requests, errors).<br />
Responsiveness<br />
Most of CSS requests are high turnaround,<br />
so our awareness of incoming requests is<br />
crucial. Our clients appreciate our quick and<br />
accurate processing of requests and we<br />
truly appreciate their quick response to our<br />
questions.<br />
SOFT SKILLS DEVELOPMENT<br />
Microsoft Teams Etiquette<br />
A little e-etiquette can go a long with our coworkers.<br />
Here are a few ways we can practice etiquette while<br />
using Microsoft Teams.<br />
1. Check to see if someone is in a call before<br />
calling them.<br />
2. Respect the "Do Not Disturb" notice.<br />
3. Use reactions and GIFs when appropriate.<br />
4. Don't send multiple one-line sentences when a<br />
paragraph will do. Each time a message is sent a<br />
notification goes off, it can be very distracting to<br />
receive several one-liners in a row.<br />
fsresidential.com/illinois 5<br />
SELF-CARE TIP<br />
Get physical! Moving your body is a great way<br />
to keep your bones, joints and mind healthy.<br />
A simple 30 minute walk per day can increase<br />
blood circulation and improve mental health.<br />
Do you stretch before bed? Stretching before<br />
bed has been shown to improve the quality of<br />
sleep in humans.<br />
References:<br />
healthgardeners.com<br />
Making a difference. Every day.
ACCOUNTING<br />
HOT TIP OF THE MONTH!<br />
Improving your accounting<br />
Make sure you complete your TC billing each<br />
month.<br />
TC is short for Tenant Chargebacks.<br />
Anytime a property manager needs to code<br />
a legal invoice related to sending a<br />
homeowner to collections or a maintenance<br />
repair that is the full responsibility of the<br />
homeowner, there are specific GL codes<br />
that that should be used to expense these.<br />
Once an invoice is coded to one of these<br />
GL's and approved through AvidXchange,<br />
that following Monday you should receive an<br />
e-mail from the TC Billing database that a<br />
new invoice is in your queue to charge back<br />
to a specific unit.<br />
If you recently took over a property or if you have<br />
not been in the TC Billing Database in a while, it<br />
would be beneficial to go in to check each of your<br />
properties queues to make sure an item is not still<br />
outstanding.<br />
If your TC billing queue is empty but your Balance<br />
Sheet is still showing a balance in #1360 or<br />
#127500 - Please reach out to your assigned<br />
property accountant (PA) for assistance.<br />
if your TC Billing queue is empty but on your<br />
Income Statement #8520 and #8520-5 or<br />
#675150 and #607501 YTD Actual does not<br />
cancel each other out - please reach out to your<br />
assigned property accountant (PA) for assistance.<br />
EGV EGV Codes Wacker Wacker Codes<br />
Legal Collection Invoices #8520 Legal Collection Invoices #675150<br />
Maintenance Chargeback<br />
Invoices<br />
#1360<br />
Maintenance Chargeback<br />
Invoices<br />
#127500<br />
fsresidential.com/illinois<br />
6<br />
Making a difference. Every day.
CONNECT<br />
PACKAGE MANAGEMENT UPDATE<br />
The long-awaited User Acceptance Testing<br />
(UAT) is expected to occur in <strong>April</strong>.<br />
This expected update will bring SMS<br />
notifications to the owners, label and<br />
package picture-taking with a brand-new<br />
mobile app, and a few updates to the<br />
Associate view.<br />
The Connect team and staff of two buildings<br />
are set to participate in testing within our<br />
Staging/Testing environment.<br />
Stay Tuned for further updates!<br />
RESERVABLE AMENITY MODULE!<br />
Warmer weather brings the need for<br />
reservable amenities such as clubhouses,<br />
rooftop decks, grill areas, and maybe even<br />
elevators!<br />
Please don’t wait until the last minute to have<br />
these created. It takes time and effort for the<br />
Connect team AND the management team to<br />
get up to speed regarding the functionality<br />
(along with door staff if applicable.)<br />
The Amenity Module empowers your residents<br />
to request a reservation and prevents doublebooking<br />
of the amenity.<br />
“LET’S CONNECT”<br />
Teams Channel<br />
We offer a friendly reminder regarding a useful<br />
resource relating to Connect! Within Microsoft<br />
Teams, all associates that work in the Illinois<br />
market are members of the “All Illinois<br />
Associates” Microsoft Team. “Let’s Connect” is<br />
a channel on that team. There are videos of all<br />
past “Let’s Connect” sessions and the topics<br />
covered. Topics are listed from newest to oldest<br />
and include the links to the video. View the<br />
topics by clicking on “Wiki” at the top of the<br />
page.<br />
If you need assistance with Connect, please<br />
reach out to the Connect team.<br />
connect.il@fsresidential.com<br />
fsresidential.com/illinois<br />
7<br />
Making a difference. Every day.
FIRSTSERVICE<br />
PROJECT MANAGEMENT<br />
SMART CONSTRUCTION<br />
Better projects<br />
FirstService Project Management delivers a<br />
well proven and used "Smart Construction<br />
Platform" that expertly constructs capital<br />
projects of all types from concept though<br />
completion.<br />
This six-phased approach ensures that<br />
each project is delivered in the most<br />
comprehensive, time and cost-efficient<br />
manner.<br />
How it works...<br />
1.Feasibility Study - comprehensive evaluation of the project.<br />
2. Project Design/Specification/Construction Permit Drawing Development - finalize the project<br />
design, specification, & construction permit drawings.<br />
3. Competitive Bid Solicitation - FSPM performs a comprehensive & competitive sub-trade bid<br />
process.<br />
4. Open Book Competitive Bid Solicitation Review - FSPM provides each association board with a<br />
comprehensive open book review.<br />
5. Construction Phase - FSPM performs a comprehensive & competitive sub-trade bid process to<br />
select qualified sub-trades for the project.<br />
6. Project Closeout - Expedited final punch list item performance, submission of applicable as built<br />
drawings, operations manuals, warrantees, and final billing.<br />
fsresidential.com/illinois<br />
8<br />
Making a difference. Every day.
IN GOOD COMPANY<br />
fsresidential.com/illinois<br />
9<br />
Making a difference. Every day.
IN GOOD COMPANY<br />
Vendor highlight:<br />
EARTH DAY IS APRIL 22ND!<br />
Time to brush up on your recycling IQ! When<br />
recycling, always remember these universal<br />
rules:<br />
Know what to throw:<br />
Plastic bottles, jugs, aluminum, tin cans,<br />
paper, and empty cardboard boxes are<br />
recyclable.<br />
Empty, clean, and dry:<br />
Ensure containers are free of food or other<br />
residues. Please rinse and dry items before<br />
putting them in the recycling. Remember to<br />
remove plastic packaging and flatten<br />
cardboard boxes.<br />
Don't bag it.<br />
Put your recyclables loosely into your<br />
recycling container. The material in tall<br />
kitchen garbage bags or clear liners is<br />
unacceptable because the flexible<br />
packaging gets caught in the machinery.<br />
Nothing smaller than a credit card.<br />
Do not put items smaller than a credit card<br />
in the recycling. Remember to keep the caps<br />
on empty bottles and jugs, and remove<br />
corks from your wine bottles.<br />
Want to learn more? Check out our recycling education<br />
website at https://recyclingsimplified.com/<br />
or contact your local Republic Services of Chicago<br />
representative Ana Schuler at 312-307-9521<br />
fsresidential.com/illinois<br />
10<br />
Making a difference. Every day.
FIRSTSERVICE<br />
CONSTRUCTION & MAINTENANCE<br />
CONCRETE GOT YOU TRIPPING?<br />
Avoid Trips and Falls on Your Property<br />
The winters can be harsh on concrete, the<br />
Spring is a perfect time to evaluate your<br />
property’s concrete spaces. Can you spot any<br />
of the following cracks in your property's<br />
concrete structures?<br />
CHECK YOUR INBOX<br />
The more we know the better we are, every two<br />
weeks on the 1st and 15th, be on the lookout for<br />
Email Briefs from FSCM! These short email reads<br />
contain helpful nuggets of information related to<br />
common property issues in the suburbs and city.<br />
Spalling Concrete<br />
Top layer of concrete is<br />
delaminating off the<br />
substrate or pitting or<br />
aggregate is exposed.<br />
Non-Level Crack<br />
Level Crack<br />
Two pieces of concrete<br />
are not at the same<br />
elevation. One of the<br />
most common causes<br />
for trips and falls with<br />
concrete.<br />
A crack is visible,<br />
however both pieces<br />
are flush, this is not a<br />
trip hazard…yet. These<br />
types of cracks should<br />
be inspected annually.<br />
Contact<br />
Elise Mallon<br />
elise.mallon@fsresidential.com<br />
Shannon Skeekls<br />
shannon.skeels@fsresidential.com<br />
fsresidential.com/illinois<br />
11<br />
Making a difference. Every day.
FIRSTSERVICE ENERGY<br />
FIRSTSERVICE INSURANCE<br />
To enhance our property management<br />
business by leading our clients to<br />
reduce energy consumption, cost, and<br />
emissions.<br />
FirstService Energy (FSE) was<br />
established to help our clients<br />
significantly enhance their building’s<br />
efficiency by providing data and support<br />
to boards and managers to drive<br />
informed decision making.<br />
Below are some services we provide:<br />
Energy procurement<br />
Education and training<br />
Utility bill auditing<br />
Energy assessment & advisory<br />
FirstService Financial (FFI) offers<br />
comprehensive financial services<br />
exclusively to properties managed by<br />
FirstService Residential. Our goal is to<br />
provide exceptional financial value to<br />
the associations we serve.<br />
Below is a list of our services.<br />
Banking Programs<br />
Reserve Program<br />
Lockbox Program<br />
Cash Reserve Program<br />
Lending Services for Associations<br />
Insurance Programs<br />
Commercial Insurance Products<br />
Premium Financing<br />
Learn more about FirstService Energy<br />
Contact Information:<br />
killeen.mcdonald@firstserviceenergy.com<br />
212 .324.9627<br />
Learn more about FirstService Financial<br />
Contact Information:<br />
sean.gaynor@firstservicefinancial.com<br />
312.231.9447<br />
fsresidential.com/illinois<br />
12<br />
Making a difference. Every day.
BUSINESS DEVELOPMENT<br />
NEW PROPERTIES!<br />
Freemont Junction<br />
Condominium Association<br />
248 Units<br />
3600 Lake Shore Drive<br />
Condominium Association<br />
640 Units<br />
UPCOMING BUSINESS<br />
DEVELOPMENT EVENTS<br />
Throughout the year Business Development and<br />
Marketing sponsor local events from the suburbs to<br />
the city. All associates are encouraged to participate<br />
by volunteering and/or visiting events!<br />
Naperville Food Truck Festival<br />
Date: May 6, <strong>2023</strong><br />
Time: 12pm - 7pm<br />
Location: Naper Settlement 523 South Webster<br />
Street Naperville, IL 60540<br />
FREE Associate tickets available while<br />
supplies last!<br />
Contact Dominique Cowens to reserve your associate<br />
ticket today!<br />
fsresidential.com/illinois<br />
13<br />
Making a difference. Every day.
MARKETING<br />
GREAT PLACE TO WORK <strong>2023</strong><br />
Update your email signature<br />
We have been certified as a Great Place<br />
to Work® in the U.S. and Canada! This<br />
achievement is a testament to the<br />
embodiment of our culture and values<br />
in our associates.<br />
This is an achievement we don't take<br />
lightly, please share this good news<br />
how you see fit! One simple way you can<br />
do this is by updating your email<br />
signature. Find the link to do so below!<br />
Update your Signature HERE<br />
fsresidential.com/illinois<br />
14<br />
Making a difference. Every day.
IT<br />
ARE YOU ONEDRIVE SAVVY?<br />
Many of us have heard of OneDrive but<br />
don’t know the amazing features it has to<br />
offer. OneDrive allows you to backup all<br />
your files. Anything that is stored on the<br />
OneDrive can be accessed from your<br />
computer, tablet, mobile device or basically<br />
anything that allows you to connect to the<br />
internet. You can share those documents<br />
with internal and external user. As a team<br />
you can edit the documents. You can also<br />
decide who gets what access to the file and<br />
remove that access at any time. OneDrive is<br />
a great tool to keep your important<br />
information safe and secure in the cloud.<br />
Signing into OneDrive on your computer<br />
Click on Start and search for OneDrive<br />
Once you click on OneDrive it might ask you to<br />
sign in. If it signs you in automatically you can<br />
skip these steps.<br />
For the rest of this step-by-step guide click<br />
here to view and/or download the helpsheet.<br />
IT HOUSEKEEPING<br />
SPAM HAPPENS...<br />
If you receive a suspicious email IT is here to<br />
help. All suspicious emails can be forwarded to<br />
spambox@fsresidential.com for review.<br />
IT TICKET SUBMISSIONS<br />
For all IT related issue please submit tickets to<br />
ManageEngine ServiceDesk Plus<br />
(fsresidential.com) or Call our National<br />
Helpdesk at (844) 722-6898<br />
fsresidential.com/illinois<br />
15<br />
Making a difference. Every day.
OPERATIONS<br />
WELCOMELINK STATMENT PORTAL<br />
The WL Statement portal allows associates<br />
to obtain copies of owner statements<br />
(paper, eStatements, late statements)<br />
directly from the WL portal. It is userfriendly<br />
and requires little to no training.<br />
Statements can be downloaded and resent<br />
directly from the portal.<br />
WL Statement portal features<br />
Confirming if an owner is receiving<br />
eStatements or paper statements.<br />
Downloading a statement copy in .pdf<br />
format.<br />
E-mailing statements directly from the<br />
portal.<br />
Resending the statements via mail by<br />
using the WL service.<br />
Faxing the statement directly from the<br />
portal.<br />
This portal is intended for FirstService<br />
Residential associates only. The owners have<br />
access to a different portal which allows them to<br />
view and manage their online statements. For<br />
more information on this refer to the Owner Sign<br />
up Instructions (attached).<br />
TRAINING RESOURCES<br />
TRAINING VIDEO<br />
View Video<br />
TRAINING INSTRUCTIONS<br />
Detailed instructions on using the WL<br />
Statement portal and instructions on how<br />
to sign up additional team members are<br />
attached, along with a link to a 10-minute<br />
training video.<br />
For issues with logging in, please contact<br />
Team@WelcomeLink.com directly. Please<br />
note Internet Explorer browser is not<br />
supported; an alternative browser (Mozilla,<br />
Edge, Chrome, etc.) should be used.<br />
fsresidential.com/illinois<br />
16<br />
If you do not already have a login, are unsure if<br />
you have one, or you forgot your password,<br />
please e-mail<br />
Tatjana.Crnomarkovic@fsresidential.com<br />
Making a difference. Every day.
@FirstServiceResidentialIllinois<br />
@FirstServiceResidentialIllinois