OneVoice Newsletter_June_2023

Celebrate 

PRIDE! 

June 2023 

Inside you'll find...and more! 

PRIDE MONTH 

WELCOME INTERNS! 

PROPERTY NEWS!

CORE 

VALUES 

AIM HIGH 

We are passionate about being the 

best at what we do. By attracting, 

training, and retaining great people, 

we set the standard for service and 

professionalism in our industry. 

BE GENUINELY 

HELPFUL 

We take pride in serving each and 

every one of our communities. Whether 

it’s opening a door with a friendly smile 

or tackling a problem, being genuinely 

helpful is what defines us. 

BUILD GREAT 

RELATIONSHIPS 

Relationships based on respect, 

trust and effective communication 

are the cornerstone of our success. 

DO WHAT'S RIGHT 

Our clients trust us to do what’s best 

for their community. We are guided by 

our ethics and clients’ interests in 

everything we do. 

IMPROVE IT 

OWN IT 

We learn from our experiences. We are 

open-minded, collaborative, and 

continuously looking for ways to 

improve. 

Each of us is accountable. When 

facing any challenge, we see it 

through to resolution with 

perseverance, integrity, and open 

communication. 

fsresidential.com/illinois 

Making a difference. Every day.

Table of Contents 

Online Reputation Tap 

Human Resources 

FirstVoice, Social Committee & Social Purpose 

Customer Service & Personal Development 

Accounting 

Connect 

FirstService Project Management 

In Good Company 

FirstService Construction & Maintenance 

FirstService Energy & FirstService Financial 

Business Development & Marketing 

IT 

Property Highlights 

2 

3-7 

8-10 

11 

12 

13 

14 

15-17 

18 

19 

20 

21 

22

HOW ARE WE 

LOOKING 

ONLINE REPUTATION 

Simply Ask Campaign 

Current review status: 

 

Simply Ask May Trailblazers 

Rhonda Allen 

Rose Hasan 

Thank you to everyone who participated in 

the Simply Ask campaign. 

To learn more about our Online Reputation 

program please reach out to your direct 

manager. 


2 


HUMAN 

RESOURCES 

Special Feature 

WELCOMING 2023 FIRSTSERVICE RESIDENTIAL 

SUMMER INTERNS! 

Over the course of the next three months, our interns will meet with 

countless associates, engage in learning activities that focus on 

community association management, and dive deep into life at 

FirstService Residential. They join us Monday, June 5th – please be sure 

to wish them a warm welcome as they embark on an amazing summer! 

Now introducing…. 

University of Dayton 

Fun Fact: I have three dogs! 

My name is Anjali Katyal and I am an 

incoming senior at the University of 

Dayton, planning on graduation in May 

2024! At the University, I am studying 

psychology with a minor in marketing. 

During my time spent at this internship, I 

am excited to learn more about the 

responsibilities of a community 

association manager. Along with this, I 

am most excited to step out of my 

comfort zone while guiding others 

around me by addressing homeowners 

needs, worries and complaints. 


43 


HUMAN 

RESOURCES 


My name is Almes Tricic. I graduated from North Park 

University in December 2022 and majored in Business 

Economics. 

From this internship I am hoping to learn new skills 

that can help better myself personally and 

professionally. I am most excited to grow my network 

and work towards achieving my career goals. 

Fun Fact: One fun fact about me is I played College 

Football, I took all the life lessons from the game such 

as work ethic, teamwork and leadership and 

transitioned it to the real world. 

North Park University 

My name is Dani Malitz and I am a current student at 

Illinois State University. I will be graduating in early 

December of 2023 with a focus in Communication 

Studies. 

With this internship I am hoping to learn as much as I 

can about the field of Property Management as well 

as how to be a great and effective Property Manager. 

I am most excited to meet everyone on the team at 

FirstService Residential along with my fellow interns 

who can help me learn, grow, and connect. 

Illinois State University 

Fun Fact: Something to know about me is I recently picked up 

an interest in golf and have been playing quite often. 


4 


HUMAN 

RESOURCES 


Hello! My name is Maxim Ibgui and I currently 

attend the Kelley School of Business at Indiana 

University as a rising junior. Throughout this 

experience, I am hoping to learn how to manage 

a property effectively and efficiently and what 

goes into doing so, so that one day I can put 

those skills to use in managing my own 

properties. I am most excited to meet the team 

and build lasting relationships all while gaining 

real world experience in a field I am passionate 

about. 

Indiana University 

Fun Fact: One fun fact about me is I am a big 

DJ back in my college town. 

We're glad to have you! 


45 


HUMAN 

RESOURCES 

JOIN FIRSTCALL! 

If you haven’t joined FirstCall lately, you have missed out 

on A LOT of fun! We share stories, lift each other up and 

cheer each other on EVERY DAY! What a great way to 

start each morning!! 

We would love to see you on FirstCall and when you sign 

on, you might just win a prize! We will be having random 

draws throughout the month of June for wonderful 

prizes - but you have to be on FirstCall to win!! We will 

also have some “surprise” guest hosts this month. 

What’s stopping you from joining the fun on FirstCall? 

Grab your coffee, start up your computer, log into 

FirstCall and get your mood elevator up to the 

penthouse! 

Where can you strengthen connections within 

the organization? 

Where can you celebrate your co-workers for a 

job well done? 

Where can you go to hear important 

announcements and stay informed? 

Where can you WIN A PRIZE just for showing up? 

Where is THE place to be every morning at 9:20 

a.m.? 

The next Tech Talk 

session is Wednesday, 

March 22nd at 

2:30p.m. 

Click here to join 

FirstCall! 


6 


HARASSMENT TRAINING 

Discrimination and harassment at work can have a corrosive effect on 

an organization’s culture and can lead to low employee morale, reduced 

productivity, and even criminal liability. 

The State of Illinois and the City of Chicago require all employers to 

provide sexual harassment prevention training to all associates on an 

annual basis. As stated in the Workplace Transparency Act, all 

employees are required to participate in training that meets specific 

objectives: 

An explanation of sexual harassment consistent with the Illinois 

Human Rights Act (“IHRA”); 

examples of conduct that constitutes unlawful sexual harassment; 

a summary of relevant federal and State statutory provisions 

concerning sexual harassment, including remedies available to 

victims of sexual harassment; and 

a summary of responsibilities of employers in the prevention, 

investigation, and corrective measures of sexual harassment. 

Annual Workplace Harassment Prevention training will kick off for all 

FirstService Residential associates and association employees on 

Monday, June 5th closing on Monday, July 31st. 

Anyone hired after July 31st will be required to take the training within 

30 days of hire. Separate communication about FirstService Residential 

associate training was sent by Asa Sherwood and training courses will 

be automatically assigned in FirstService Residential University. You can 

locate your enrollment under the “My Learning” section in the University. 

Association employee training will once again be offered through the 

separate client training portal, Adobe Learning Manager. Training will be 

offered three different ways: individual online training, small group 

training on site, or large group training hosted at the Wacker Corporate 

office. Management teams with direct association employees will be 

receiving training materials to provide to their respective staff members 

to complete the training via their elected training method(s). For any 

questions on how to train your staff, please contact the local 

FirstService Training team (training.il@fsresidential.com). 

Any questions? Please reach out to training.il@fsresidential.com. 


7 


FIRSTVOICE 

SOCIAL COMMITTEE 

SOCIAL PURPOSE 

SOCIAL PURPOSE 

Celebrating Pride 

Pride month is dedicated to commemorating and celebrating 

LGBTQ+ pride. June is a time to celebrate the progress the 

LGBTQ+ community has made while recognizing the challenges 

they’ve faced in the past and continue to face today. 

Important Definitions 

To begin with, Sexual orientations and gender identities that 

aren’t heterosexual or cisgender are often described by the 

acronym LGBTQ+ (or a variation of this acronym). Better 

understand the acronym below! 

L – Lesbian: a person who identifies as a woman who is 

physically, sexually, romantically and/or emotionally 

attracted to other women and who identifies as lesbian. 

G – Gay: a person who identifies as a man who is 

physically, sexually, romantically and/or emotionally 

attracted to other men and who identifies as gay. Gay is 

also used as a board term to describe people attracted to 

someone of the same gender. 


8 


Important definitions continued... 

B – Bisexual/Bi: a person who is physically, sexually, 

romantically and/or emotionally attracted to people of 

their own and other genders and who identifies as 

bisexual (bi). 

T – Transgender/Trans: a term often used by people 

whose gender identity differs from the sex they were 

assigned to at birth. 

Q – Queer: a broad term that includes all sexual 

orientations and gender identities within the LGBTQ+ 

community, including those who don’t identify with any 

other identity in the LGBTQ+ acronym. 

Q – Questioning: some people may feel unsure about 

their sexual orientation and/or gender identity and 

describe themselves as questioning. 

+ (Plus): a way to include additional sexual orientations 

and gender identities under the LGBTQ+ umbrella. 


9 


PRIDE MONTH HISTORY 

Pride Month Origins 

The first pride demonstrations taking place in Canada, specifically Ottawa 

and Vancouver, occurred the following year. 

What were the Stonewall Riots? 

The Stonewall Uprising was a series of events and confrontations between 

police and LGBTQ+ protestors that stretched over six days in New York in 

1969. These events stemmed from a police raid in the early hours of June 28 

targeting members of the gay and lesbian community. The raid occurred at 

the Stonewall Inn, a gay bar and nightclub located in Greenwich Village. 

In 2016, the Federal Government established The Stonewall Inn as the 

Stonewall National Monument which can be visited by the public to this 

day. 

How can I celebrate Pride Month? 

Attend a local Pride event 

Support your local LGBTQ+ businesses 

Read a recommended book 

Watch a recommended movie 

Watch a recommended TV series 


10 


CUSTOMER SERVICE PRO TIPS 

Active Listening 

Great customer service takes more than just 

listening to what people are saying and then 

giving them exactly what they requested. CSS 

tries to determine what our client needs and 

see if we can provide more. (Example: If a 

manager wants labels, we don’t just provide 

the labels but ask why they need the labels. 

Occasionally, you can save the manager a lot 

of time by providing pre-addressed envelopes 

or having our team do the mailing versus the 

manager). 

Communicating in the Best Way Possible 

When CSS is sent an email, sometimes the 

best response is not an email in return. Often, 

it is a good idea to call the person or go and 

see the person as a way of providing personal 

service and “hear” what cannot be written in 

an email. 

Friendliness 

CSS wants to make the person asking for 

assistance feel as if their request is 

welcome. Sometimes a client is stressed or 

overwhelmed and our goal is to provide 

support and not be an added burden to the 

client making a request. 

Sharing Feedback 

It is important to have good rapport with your 

clients. CSS tries to provide tips on how our 

clients can be more successful in their 

requests. When you have a good rapport, it is a 

lot easier to discuss the ways CSS can improve 

or the clients can improve. (Example: Timing of 

requests, format of requests, errors). 

Responsiveness 

Most of CSS requests are high turnaround, 

so our awareness of incoming requests is 

crucial. Our clients appreciate our quick and 

accurate processing of requests and we 

truly appreciate their quick response to our 

questions. 

SOFT SKILLS DEVELOPMENT 

Conflict Resolution 

You don't have to agree but it is important to resolve 

conflict in a healthy way where all parties feel heard 

and understood. Below are a few ways to do that. 

1. Empathize with others. Understand their 

motives, emotions and responses. 

2. Ask others for their thoughts and respect their 

intentions. 

3. Give thought to the person’s background, how 

they communicate, and their particular 

approach to the problem. 

fsresidential.com/illinois 11 

SELF-CARE TIP 

Try dancing! Dance is not only an effective 

exercise that raises your heart rate and 

works your muscles but did you know that 

dancing can help with symptoms of 

depression and anxiety?! Dancing releases 

certain chemicals in your brain that help 

provide a way to escape repetitive negative 

thoughts and worries. 


ACCOUNTING 

AP INSIGHTS 

Avid Invoice Processing 

Dealing with duplicate invoices? 

Avid Bill Pay will reject any document that has a 

duplicate invoice number from the same vendor. 

The AP team must research each duplicate 

invoice that Avid rejects. 

Often the invoice is in the manager’s queue 

waiting for approval, has been approved or has 

already been paid. 

One way to avoid duplicate invoices being sent in 

is for the vendor to submit all invoices for 

payment. 

In 2021 the Midwest Region of FirstService 

Residential paid $55,000 to Avid for duplicate 

invoices received. 

To avoid duplicate invoices being sent to 

Avid we ask that all invoices are sent in by 

the vendor and not the manager. 

For additional questions, please contact 

Kathy Gordley, Midwest Accounts Payable 

Supervisor 


12 


CONNECT 

NEW! PACKAGE MANAGEMENT 

On May 31st and June 6th, updates were 

implemented for Connect including the new 

Package Management Desktop changes and 

the addition of the new Mobile App called 

Connect Front Desk! Check out the details on 

the “Let’s Connect” Channel in Teams located 

HERE! 

PHOTO GALLERY IN CONNECT 

The beautiful weather has arrived, and the 

environment around the communities is 

getting spruced up. Did you know your 

community can have a picture gallery on the 

Resident Portal? If you or your community 

residents/board members take pictures, we 

are happy to create a gallery on the landing 

page of your Resident Portal. Please take the 

pictures in landscape orientation to ensure a 

smooth process to publishing on the portal. 

Connect is here to help! 

As many of you know, the Connect team is 

here to collaborate and assist all teams in 

using Connect and extracting information 

from Connect. A popular topic these days is 

the Information Center Report. We can extract 

the questions from your Community Report to 

ensure that your board only views the answers 

they must be concerned with that they see on 

the Resident Portal. Please reach out if you 

need information like this! 

If you need assistance with resetting your 

password, please reach out to a member of 

the Connect team. 

Join Let's Connect June 8th 

See you at the monthly Let’s Connect on June 

8th at 1pm via Microsoft Teams! 

Please email your request for assistance to the 

Connect Team at connect.il@fsresidential.com 


13 


FIRSTSERVICE 

PROJECT MANAGEMENT 

SMART CONSTRUCTION 

Better projects 

FirstService Project Management delivers a 

well proven and used "Smart Construction 

Platform" that expertly constructs capital 

projects of all types from concept though 

completion. 

This six-phased approach ensures that 

each project is delivered in the most 

comprehensive, time and cost-efficient 

manner. 

How it works... 

1.Feasibility Study - comprehensive evaluation of the project. 

2. Project Design/Specification/Construction Permit Drawing Development - finalize the project 

design, specification, & construction permit drawings. 

3. Competitive Bid Solicitation - FSPM performs a comprehensive & competitive sub-trade bid 

process. 

4. Open Book Competitive Bid Solicitation Review - FSPM provides each association board with a 

comprehensive open book review - FSPM provides. 

5. Construction Phase - FSPM performs a comprehensive & competitive sub-trade bid process to 

select qualified sub-trades for the project. 

5. Construction Phase - FSPM provides weekly project updates and project support during 

construction. 

6. Project Closeout - Expedited final punch list item performance, submission of applicable as built 

drawings, operations manuals, warrantees, and final billing. 


14 


IN GOOD COMPANY 

Vendor highlight: 

WHY MULTIFAMILY 

ASSOCIATIONS CAN'T AFFORD 

TO DELAY MAINTENANCE 

By: Waldman Engineering Consultants 

Deferred maintenance, or postponing repairs and 

upkeep on a property, is a common problem for 

many homeowners and property managers. In 

multifamily associations, where multiple owners 

share common areas and facilities, the issue of 

deferred maintenance can have even greater 

consequences. In this white paper, we will explore 

the potential dangers of deferred maintenance for 

multifamily associations, the financial impacts of 

neglecting maintenance needs, and strategies for 

proactive maintenance to mitigate risk. 

One of the biggest risks of deferred maintenance 

for multifamily associations is the potential for 

physical hazards and safety risks to arise. For 

instance, if a balcony railing is left unrepaired, it 

could collapse and cause injury to residents or 

visitors. Similarly, poorly maintained roofs or HVAC 

systems could pose fire or carbon monoxide risks. 

Some building components or systems, such as 

heating boilers, could be stand-alone systems 

without redundancy, and their failure could result 

in catastrophic failures in other areas of the 

building. 


15 


IN GOOD COMPANY 

Vendor highlight: 

Multifamily maintenance continued... 

For example, the failure of an unmaintained 

heating boiler during a polar vortex could cause 

pipes throughout the building to freeze and burst, 

rendering the building uninhabitable until the 

entire structure could be re-piped. In addition to 

safety hazards, deferred maintenance can also 

lead to property damage and decreased property 

values. These types of unplanned events take 

valuable resources that may have otherwise been 

used to install new common area EV charging 

stations or refurbish the interior hallway carpeting 

to maintain or improve property values. 

Good upkeep and maintenance means addressing 

leaks at the first sign of water intrusion. Residents 

should be advised to report any leaks as soon as 

they occur as it will cause more damage to a 

building than any other element. 

Financially, deferred maintenance can cost 

multifamily associations more in the long run. 

Delaying necessary repairs can lead to higher costs 

for emergency repairs and replacements down the 

line. It can also make it more difficult to obtain 

loans or refinance properties. Additionally, 

deferred maintenance may require special 

assessments or fees to be levied on owners to 

cover the cost of repairs that were neglected over 

time. 

To mitigate the risks of deferred maintenance, 

multifamily associations should prioritize regular 

inspections and assessments to identify 

maintenance needs early. Associations should 

also budget for maintenance costs, prioritize 

repairs based on urgency and impact, and educate 

owners and residents on the importance of proper 

maintenance of systems within their domain, such 

as dryer vents. By taking a proactive approach to 

maintenance, associations can avoid the perils of 

deferred maintenance and protect the value and 

safety of their properties. 

Trey Waldman 

VP of Operations 

Waldman Engineering Consultants, Inc. 

Email: treyw@waldmaneng.com 

Office: 630-922-3000 


16 


FIRSTSERVICE 

CONSTRUCTION & MAINTENANCE 

NEED PROPERTY CONSULTING? 

Did you know FSCM offers property consulting? 

This FREE service is offered to all FirstService 

Residential managed properties. During your 

property consultation we'll: 

perform a full property inspection 

provide a detailed findings summary 

perform an in-person board member debrief 

Contact us today to set up your property 

consultation! 

SUMMER OF LEARNING SERIES 

Do you know the difference between a 

compressible filler and foundation wall? If not, 

are you interested in increasing your knowledge of 

basic construction related terms? 

Check out our new Summer of Learning Series, 

where we'll provide informative "construction 

101" terms and information aimed to help you 

communicate more effectively. Content will be 

released via email June 15th and September 1st. 

NEED EVICTION HELP? 

FSCM is familiar with the eviction process in many 

surrounding counties. We meet the Sheriff at the 

residence at a designated date/time. Move all items 

to the driveway and change the locks. We return the 

following day to remove and dispose of items that 

have been left. In the event the HO wants to pay, we 

remain in contact with the PM/attorney and the 

sheriff will let us know when the attorney's office 

has received the payment, at which point we stop 

the eviction process. We also winterize when 

necessary. In addition, we can usually make the unit 

rental ready. We also send a Summary Report with 

pictures and invoice to the property manager. 

Contact 

Elise Mallon 

elise.mallon@fsresidential.com 

Shannon Skeekls 

shannon.skeels@fsresidential.com 


18 


FIRSTSERVICE ENERGY 

FIRSTSERVICE INSURANCE 

To enhance our property management 

business by leading our clients to 

reduce energy consumption, cost, and 

emissions. 

FirstService Energy (FSE) was 

established to help our clients 

significantly enhance their building’s 

efficiency by providing data and support 

to boards and managers to drive 

informed decision making. 

Below are some services we provide: 

Energy procurement 

Education and training 

Utility bill auditing 

Energy assessment & advisory 

FirstService Financial (FFI) offers 

comprehensive financial services 

exclusively to properties managed by 

FirstService Residential. Our goal is to 

provide exceptional financial value to 

the associations we serve. 

Below is a list of our services. 

Banking Programs 

Reserve Program 

Lockbox Program 

Cash Reserve Program 

Lending Services for Associations 

Insurance Programs 

Commercial Insurance Products 

Premium Financing 

Learn more about FirstService Energy 

Contact Information: 

killeen.mcdonald@firstserviceenergy.com 

212 .324.9627 

Learn more about FirstService Financial 

Contact Information: 

sean.gaynor@firstservicefinancial.com 

312.231.9447 


19 


BUSINESS DEVELOPMENT 

NEW PROPERTY! 

Pheasant Creek 

348 Units 

UPCOMING BUSINESS DEVELOPMENT 

& MARKETING EVENTS 

Throughout the year Business Development 

and Marketing sponsor local events from the 

suburbs to the city. All associates are 

encouraged to participate by volunteering 

and/or visiting events! 

2nd annual Active Lifestyle 

Community Symposium 

Do you manage an active adult, lifestyle and/or 55+ 

community? Then this event is for you and your board 

members! If you'd like to invite members of your 

board please reach out to Dominique Cowens or your 

regional director for a copy of the flyer below! 

Date: June 20, 2023 

Time: 11:30 a.m. - 3:30 p.m. 

Location: Belle Salle 

Banquets 1920 E New York 

St, Aurora, IL 60502 

Space is limited so register 

today for this special event! 


20 


IT 

ARE YOU ONEDRIVE SAVVY? 

Many of us have heard of OneDrive but 

don’t know the amazing features it has to 

offer. OneDrive allows you to backup all 

your files. Anything that is stored on the 

OneDrive can be accessed from your 

computer, tablet, mobile device or basically 

anything that allows you to connect to the 

internet. You can share those documents 

with internal and external user. As a team 

you can edit the documents. You can also 

decide who gets what access to the file and 

remove that access at any time. OneDrive is 

a great tool to keep your important 

information safe and secure in the cloud. 

Signing into OneDrive on your computer 

Click on Start and search for OneDrive 

Once you click on OneDrive it might ask you to 

sign in. If it signs you in automatically you can 

skip these steps. 

For the rest of this step-by-step guide click 

here to view and/or download the helpsheet. 

IT HOUSEKEEPING 

SPAM HAPPENS... 

If you receive a suspicious email IT is here to 

help. All suspicious emails can be forwarded to 

spambox@fsresidential.com for review. 

IT TICKET SUBMISSIONS 

For all IT related issue please submit tickets to 

ManageEngine ServiceDesk Plus 

(fsresidential.com) or Call our National 

Helpdesk at (844) 722-6898 


21 


PROPERTY 

HIGHLIGHTS 

LAKEWOOD FALLS 

This past April property supervisor, 

Elizabeth Sokacich with Lakewood Falls 

celebrated their 2nd annual Easter Bunny 

Easter event, which was their first event of 

the season! 

The turnout couldn't have been more 

enjoyable with 100 families coming out to 

take part in the Spring time event! 

Participants celebrated with cookies, juice, 

Easter bunny photo-ops and kids got to 

take home a special Easter bunny gift! 

Grounds Forman, Ed was the beloved 

Easter bunny. Many other team members 

we're on the scene as well; Vesna, Dominic, 

Jerry and Board member Catherine. 

Upcoming Lakewood Falls Events 

Cooking classes 

Concert in the park 

Community fireworks 

Touch a truck 

Community garage sale 

Regular food truck visits 

PROPERTY FEATURES! 

Is your property/community doing (or did) 

something cool that you'd like to highlight in 

our OneVoice newsletter? 

Submit your community happening(s) on or by 

the 15th of each month for a special feature, 

here, in the upcoming OneVoice newsletter! 

Email Dominique Cowens with details and 

photos (if applicable) pertaining to the event. 

dominique.cowens@fsresidential.com 


22 


@FirstServiceResidentialIllinois 

@FirstServiceResidentialIllinois

OneVoice Newsletter_June_2023

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