usda multi-family housing programs resolution of tenant ......persons with disabilities who require...
TRANSCRIPT
Multi-Family Housing ProgramsResolution of Tenant Complaints
June 2018
• Gender differences impact perceptions and communication.
• Life experiences affect perceptions and communication.
• Find out what the real issue is that concerns the tenant, but your job is to manage, not feed drama.
“Perspective is the mother of perception.”
• Treat all tenants/applicants equally.
• Don’t show favoritism.
• Treat all tenants with respect.
• Don’t take sides in disputes between tenants.
“What we perceive is not all that can be perceived, therefore, a humbled perspective is wise.”
• Maintain confidentiality.
• Don’t gossip or talk about tenants/applicants.
• KNOW the rules, EXPLAIN them clearly, DON’T create new ones.
“Nothing astonishes people so much as common sense and plain dealing.”~Ralph Waldo Emerson
• Make sure applicants are given a copy of the lease and rules.
• Make sure tenants understand the rules and regulations.
• Make sure YOU understand all rules and lease clauses.
“Knowledge is power. Information is liberating.”~Kofi Annan
• Avoid confrontations where you feel you need to defend your actions, your job is to MANAGE, not police, not babysit, not referee, not psychoanalyze, not judge or condemn.
• You have the power of the pen — issue a notice of violation, post a “rule-reminder” notice, or send a note to clarify.
“The pen is mightier than the sword.”~Edward Bulwer-Lytton
• The tenants are not your friends, don’t lose your impartiality.
• If you don’t manage impartially, you’re managing only to shoot your own foot.
“Everything we hear is an opinion, not a fact. Everything we see is a perspective, not the truth.”~Marcus Aurelius
• If someone breaks the law, call the police.
• If management fails to manage, file a grievance.
• If your civil rights have been violated, file a civil rights complaint.
• If your legal rights have been violated, call legal aid.
• If someone isn’t respecting project rules, write a complaint to management.
• If you can’t respect project rules, you earned your lease violation.
“Ignorance sleeps in contented confidence; wisdom seeks in humbled curiosity.”
• Requirements cover all rules — pet rules, house rules, laundry room rules, use of community room, patio and porch rules, etc.
• Obtain tenant participation.
• Try to reach a consensus on proposed rules.
• Submit to agency for review and acceptance.
• Provide to tenant with grievance rights.
IMPLEMENTING NEW RULES
• Explain lease/rules.
• Explain rules on certification, reporting changes, etc.
• Discuss rent payment requirements.
• Walk tenant through complex.
NEW TENANT ORIENTATION
• Walk tenant through unit and explain use of equipment.
• Discuss reasonable accommodation/reasonable modification.
• Provide community information (if tenant is new to area).
• Explain your expectations on tenant conduct.
NEW TENANT ORIENTATION
• Discuss resolution of problems.
• Discuss grievance procedures.
• Discuss management schedule for unit inspections.
• Discuss maintenance and requesting maintenance work.
NEW TENANT ORIENTATION
QUESTIONS?
Contact Us:
Jay DeLapp, Multi-Family Housing Program Specialist(541) [email protected]
www.rd.usda.gov/or
In accordance with Federal civil rights law and U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, and employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, religion, sex, gender identity (including gender expression), sexual orientation, disability, age, marital status, family/parental status, income derived from a public assistance program, political beliefs, or reprisal or retaliation for prior civil rights activity, in any program or activity conducted or funded by USDA (not all bases apply to all programs). Remedies and complaint filing deadlines vary by program or incident.
Persons with disabilities who require alternative means of communication for program information (e.g., Braille, large print,audiotape, American Sign Language, etc.) should contact the responsible Agency or USDA’s TARGET Center at (202) 720-2600 (voice and TTY) or contact USDA through the Federal Relay Service at (800) 877-8339. Additionally, program information may be made available in languages other than English.
To file a complaint of discrimination, complete the USDA Program Discrimination Complaint Form, AD-3027, found online at http://www.ascr.usda.gov/complaint_filing_cust.html and at any USDA office or write a letter addressed to USDA and provide in the letter all of the information requested in the form. To request a copy of the complaint form, call (866) 632-9992. Submit your completed form or letter to USDA by:
1) Mail: U.S. Department of AgricultureOffice of the Assistant Secretary for Civil Rights1400 Independence Avenue, SWWashington, D.C. 20250-9410;
2) Fax: (202) 690-7442; or3) Email: [email protected].
USDA is an equal opportunity provider, employer, and lender.
