Resident Representative 101

1. Resident Representative 101 Welcome “We Value Your Devotion to Our Community” -The Landings Staff

2. ON - BASE HOUSING OFF - BASE HOUSING

3. Resident Representative Responsibilities • Any resident can be a representative • Must be able to dedicate time for regular meetings with our staff • Must be willing to work with your representative family group and voice their concerns and needs • Must make every effort to attend all and quarterly partnering meetings and Management Review Committee meetings. • Must communicate your groups needs frequently for timely resolution if needed • Recommended you provide an alternate representative in your absence

4. Resident Representative Meetings • Monthly or quarterly dinner / lunch with our staff and HMO • Quarterly partnering meetings with base leadership • Meet with myself or staff anytime you feel a meeting is necessary • Meet at least once a month with members of your representative family group • Note: this is a real and necessary responsibility you have chosen when you signed up to represent your peers. We encourage representatives to ensure they have the time available to truly represent their neighbors and peers fully.

5. You make a difference!! Welcome and thank you for joining us today. You all have a very important position and responsibility to your community and to the success of bridging communications between our staff and your peers. You’re our eyes and ears in the community that we serve daily and we value your devotion as a resident representative.

6. Business Contact Information The following information is to assist the resident’s during their stay at The Landings. This and other information can be found on our website at www.goodfellowfamilyhousing.com The Landings at Goodfellow (325) 651-8369 Fax # (325) 651-2689 Base Contacts Base Operator (325) – 654-1110 Finance Office (325) – 654-4281 TMO (325) – 654-3707 Visitor Center (325) – 654-4122 Housing Management Office (325) 654-1820 or (325) 654-5539 Base Lodging (325) – 654-3332

7. Goodfellow Airforce Base Map

8. The Landing at Goodfellow Staff Contact Information Community Manager/Interim Community Director Mary Ann Gonzalez mgonzalez@pinnaclefamily.com Resident Relations Specialist Esmeralda Mascorro emascarro@pinnaclefamily.com *Temp Resident Relations Diane Guillory Maintenance Director Bobby Hunt bhunt@pinnaclefamily.com * - PARTNERING WITH - * Housing Flight Chief (325) 654-1820 Olivia D. Schrecengost Olivia.Schrecengost@goodfellow.af.mil Asst. Housing Program Manager (325) 654-5539 John Leabo john.leabo@goodfellow.af.mil Although we have separate roles we are ALL here to help and are here for the residents .

9. Rio Concho Map

10. Concho Pearl Map

11. Eagle Pass Map

12. Tenant Rep. 101 Overview • Resident Representative’s Role • Inbound Residents • Resident Portal • Work Order Process • Pet Rules and Regulations • Fence and Satellite Requests • Facebook • Assist in Quarterly Events • Notice to Vacate • Conflict Resolution Program • Residential Benefits • Housing Concerns

13. Resident Representative’s Role • You are a good source of information to an incoming resident • You help us foster a warm, united community • Your opinion is important to us, and helps us improve the quality of service to our residents

14. Inbound Service Members • You can help them by providing our contact information • Refer them to our website www.goodfellowfamilyhousing.com • Refer them to our Facebook page http://www.facebook.com/home.php?sfrm=1#!/thelandingsatgoodfellow • Be a sponsor and volunteer to give the grand tour of housing and our office.

15. Advocate the Resident Portal • You can help by advocating the Resident Portal any many other services we offer to your new neighbor • Enroll in Resident Portal on the home page of our website • Update contact information • Put in routine work order’s at your convenience online • Monitor the status of you work order anytime • Create your own page on the portal

16. Work Order Process • Call 325-651-8369, or 325-651-5030 • Routine work orders only can be done online • Emergency response is 1 hour • Urgent response is 4 hours • Routine response is 72 business hours • Work order & survey are left by the maintenance technician • Work order’s are followed up upon completion on a weekly basis to ensure satisfaction

17. Pet Rules and Regulations • Pets cannot be tethered outside without owner • Residents must fill out a pet addendum and records form • Pets must be current on shots and registered with vet on base • We encourage all pets wear collar tags with owner’s information in the event the indoor pet sneaks outside • **Pet waste must be removed on a daily basis** • Dogs must be kept on a leash at all times. • Must be at least 8 months old and under 100 lbs. • Certain breeds of dogs are not allowed, including but not limited to Pit Bulls, Rottweiler’s, and Doberman Pinchers, Wolf hybrids or any canine breed with dominate traits towards aggression.

18. Fence & Satellite Request • Resident submits a fence and/or satellite request • Satellites cannot be mounted on the home & must be located in the rear of home where possible • Fence must be a 4ft chain link style with a gate & top rails must be in place • Located for underground utilities must be completed for the safety of all

19. Join us on Facebook Great place to find out current & upcoming events and meet other residents! You can find us today; logon to face book and search for “The Landings at Goodfellow”. See you soon!!

20. Upcoming Events • We want your ideas! • Open for discussion… Ensure your new neighbor gets the word about these great family events

21. Notice to Vacate • Fill out a WRITTEN Notice to Vacate form & provide your PCS orders by your move out date ****(You do not need to have orders in hand to submit your notice) • Call and let us know as soon as you know- (minimum of 30 days notice) • Schedule Pre-Move Out Inspection • Schedule Final Move Out Inspection • Ensure spouse has a current POA if your deployed

22. Resident Conflict Resolution Program • The Landings staff should always be the first point of contact for questions or concerns regarding; Moves, work orders, or other family housing needs • Our staff can provide up-to-date information and answers to all housing concerns; please contact our office in person or by phone at 325-651-8369 • You may also forward your questions and concerns to your resident representatives • The Housing Management Office is available for assistance if our office does not have the answers to your immediate needs at 325-654-1820 or 325-654-5539

23. Residential Benefits Renter’s Insurance is provided up to $20,000 with a $250 deductible. We provide resident information through One Call Now phone messages, Facebook, emails, our website and flyers. We hold monthly community events at Goodfellow. RSVPs are greatly appreciated for resident events so we can plan accordingly. You can reserve the Community Center for private events. 24 Hour emergency maintenance. Tenant Representatives that provide resident feedback during monthly meetings. Self Help Store

24. Housing Concerns Yards are mowed and edged routinely by Tidewater. Fenced-in yards are the resident’s responsibility. 24 Hour emergency maintenance is provided to our residents. Pest control services are performed by Orkin each Friday. If services are needed, these are put in as work orders.

25. Suggestions for Improvement If you have any ideas or suggestions, we are always willing to listen and do our best to implement them. Some may work and some may not, but we would like the chance to know what the resident’s think.

26. SIGN UP TODAY!!! If this is a program you can proudly commit to, please see me after the meeting so I can certify I have the correct information for you. I will obtain permission from you what information to publish for our residents!

27. Q & A