18 th Annual Star Awards

1. 18th Annual Star Awards Question and Answer Orientation May 1, 2014

2. Important Information • Entry deadline is Friday, May 9, 2014 • Entries must be completed online at www.MMHAonline.org • Companies will receive a complete list of nominations soon after the entry deadline • Check to make sure all nominations are listed • Check for spelling accuracy – this list will be used in the programs

3. Community EntriesTownhome or Garden? • If your community consists of townhomes AND garden style apartments you can enter in one or both categories. • If you enter a community in the Garden category, the judges will only look at apartments. • If you enter a community in a Townhome category, the judges will only look at townhomes.

4. Entry InformationCommunities Garden ~ Townhome ~ Elevator ~ Active Adult • Complete CORRECT entry form • Enter all information for rent rates • Calculation instructions on entry form • Do NOT include dens as a bedroom (1 bedroom + den = 1 bedroom) • Do NOT include rent rates for units that are not part of the nominated community’s territory • Submit site plans and photos via email to jsmith@mmhaonline.org

5. Entry InformationPeople • Complete entry form • Use name that should be printed in the program and award (example: Michael vs Mike) • For Team nominations, make sure to add first and last names for all members of the team • If nominee is employed at multiple sites, please enter the property information for where the nominee will be interviewed • Complete vacation schedule for June, July and August

6. Your Responsibilities • Things to submit to jsmith@mmhaonline.org • Garden and Townhome site plans • Photos of property sign, with or without staff • A representative from the property will escort the judges through the community

7. Community Judges • The judges for communities are seasoned property management professionals • The same group will judge all of the entries in a category • Group 1 • Carol Jackson • Pat Egenrieder • Group 2 • Len Skolnik • Linda Silva

8. Community Judging Notification • NOjudging will take place: • The first week of the month • Mondays • Judges will be onsite: • Starting last week of May through June (potentially July) • Tuesday through Friday • Between the hours of 9:30AM and 5:00PM • Property contact and company contact entered on nomination form will be contacted via email the week of May 20th • Notified the WEEK the judges will be onsite

9. Community Scoring • Areas of Judging • Leasing Center/Front Desk • Apartment Home (Model, Vacant or Occupied) • Common Areas and Amenities • Maintenance Shop • Rating scale • 1 – unsatisfactory • 2 – average • 3 – above average • Judges will create one consensus score • When all community judging is complete, MMHA staff will tally the scores • Price points will be determined after all entries are submitted • Winners will be determined based on the percentage of Total Points Earned vs. Total Possible Points • Properties who receive a score equal to or higher than the average score for all entries will receive a Star Certified certificate • 4 – superior • 5 – stellar • N/A – does not exist at this community

10. Bonus Points • A property can earn extra points in the following categories • Satisfaction Surveys • Newsletter • Resident Testimonials • Online Services • Resident Retention Program • Resident Events • Welcome Package • Resident Referrals • Social Media Usage • Philanthropic Outreach • Monitoring Online Reputation

11. Leasing Judging • Professional Mystery Shopping Company • Shopping will be done in June • Telephone shop and onsite shop • Failure to keep your appointment with the Mystery Shopper will result in: • Disqualification with no refund; or • Additional fee equal to the cost MMHA incurs for a re-shop

12. Property Manager Judging • Professional judge, Carol Jackson • Interview – 60% of final score • MMHA will contact nominee regarding scheduled interview • Interviews will take place in July and August • Interview will take place at MMHA office • Interview will last approximately 1 hour • Binder – 10% of final score • Bring binder to interview • Property brochure, marketing materials, financial overviews, turnover rates, staff info, resident events, community outreach programs, etc. • Average Property Score – 30% of final score • Must have a property you manage entered in a Community category • Average score from all properties entered in a Community category will be used to calculate score

13. Maintenance Categories Judging • Professional judge, Carol Jackson • Judge will contact nominee to schedule interviews • Interviews will take place in July and August • Interviews will take place at team’s property • Interview will last approximately 1 hour • Details regarding judging criteria specific to each Maintenance category can be found on the entry form, www.MMHAonline.org

14. Other Categories • Super Star • Is there someone at your organization that goes above and beyond on a daily basis? Show them how much you appreciate their efforts! • Complete entry form online • Submit essay to jsmith@mmhaonline.org by June 6th • Spirit of Caring – FREE entry • Is your company or property involved in community outreach? Tell us about it! MMHA will donate $500 to the winning program. • Complete entry form online • Submit essay to jsmith@mmhaonline.org by June 6th

15. Management Company of the Year • Any organization that enters at least 1 entry into each of the following categories will be automatically considered • Property – can be Garden, Townhome, Elevator, or Active Adult • Property Manager • Leasing Consultant • Service – can be Supervisor, Technician, or Team • Each category will be weighted at 25% of total score • If more than 1 entry is received in a given category, the highest score will be used to determine the overall score • FREE entry!

16. Star Awards Ceremony • Save the Date!!! Thursday, October 23, 2014 • Location: Martin’s West • Time: 5:30PM – 10PM RAFFLES!