Manager On Duty Program

1. Manager On Duty Program

2. MOD Overview The purpose of creating a Manager On Duty program is to ensure leadership presence daily. This training will provide an overview of how to create an effective MOD program and the turn-key tools we have created. Members can download everything for free!

3. Roles & Responsabilties The primary role is to be present and available to staff, families, residents, outside service providers and prospects. This means that MODs should be present in the community rather than being behind closed doors. The busiest days for family visits are on weekends and holidays and it is important that they see management presence. Staff and residents also need to know that there is someone available to speak with should issues arise. Finally, MODs are responsible to respond to inquiry calls and tours.

4. MOD Checklist - Communication First Impressions – be sure the community is ready for company! Weekends and holidays are popular family visit and tour days. Leadership – staff, residents, families and visitors should be alerted that there is management presence in the community in the case that issues arise.

5. Managing Inquiries 50% of all inquiries occur evenings and weekends so MODs need to be trained on basic Discovery skills. Basic skills include collecting contact information, uncovering hopes and concerns, wants and needs, showing empathy and providing the inquiry form to the sales team for quick follow up. Best practice to improve Discovery skills is to role play taking inquiries at manager meetings.

6. Know The Community Managers On Duty should be prepared to provide community tours since weekends are prime days to visit. The Community Fact Sheet provides information about services, amenities and the location of model and rent-ready apartments. Sales & Marketing Directors should update these forms whenever information changes.

7. Be Tourific! Managers On Duty should be prepared to provide tours of the community and be comfortable interacting with prospects. Best practice for training on tour preparation is to have sales & marketing directors include managers on tours to model the skills and process.

8. Best Practices to Execute • Create a schedule that provides daily management coverage with clear understanding of hours of coverage (scheduling ideas are included in the MOD Overview document). Consistency, clarity and fairness in scheduling will prevent issues with buy-in. • Make an MOD binder and include all of the tools provided so the team always has access to the forms created to ensure success. Also, remember to provide keys for model & rent-ready apartments. • Executive Directors should review all completed MOD checklists to reinforce consistency in the integrity of the program. • Regular practice and training for taking inquires and leading tours will help MODs improve their skills and confidence. • Mystery shops can provide feedback about strengths and weaknesses of the overall program and Discovery skills. These should be used for coaching and development purposes only.