WEB111319 - Reducing Fair Housing Claims by Providing Exceptional Customer Service
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Would you like to enhance your awareness and knowledge regarding the basic concepts of fair housing? This webinar is 2 - 3:30 ET (Eastern).

11/13/2019
When: Wednesday, November 13, 2019
2:00 - 3:30 PM (ET)
Where: Online
United States
Contact: 614-848-5958


Online registration is closed.
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Webinar Registration by November 11, 2019: Members $55; Nonmembers $85 - 1.5 CEUs

This webinar is 2 - 3:30 ET (Eastern).

Would you like to enhance your awareness and knowledge regarding the basic concepts of fair housing? Fair housing violations are often related to not accurately implementing reasonable accommodations policies and procedures. This workshop will provide participants with tools of how to provide good customer service to our residents and how to achieve a more culturally competent work environment.

Who Should Attend: All

Learning Objectives:

  • Identify characteristics of good and bad customer service
  • Gain an understanding of effective communication skills
  • Discover strategies for cooperating with residents displaying difficult and challenging behaviors
  • Recognize property management best practices
  • Learn how to develop safe relationships with residents while staying within fair housing guidelines
  • Identify the 10 most common fair housing mistakes
About the Presenter

Ruben Rivera-Jackman, MNPL, is a speaker, trainer and nonprofit leadership consultant with an accomplished 30+ year career as a nonprofit leader with practical experience in, and solid understanding of, a diverse range of management, program development and service delivery applications.

Mr. Rivera-Jackman has a passion for working with and advocating on behalf of older adults and has a natural ability of providing instruction and training for adult learners. Mr. Rivera-Jackman served as a Senior Resident Services Manager at the King County Housing Authority (KCHA) from 2005-2017.  He also served as the Director of Resident Services for the Sustainable Housing for Ageless Generations (SHAG), one of the largest and leading affordable senior housing providers in Western Washington from 2017-2019. In September 2019, Mr. Rivera-Jackman embarked on a new career journey and currently serves as the Director of Supportive Services for Imagine Housing, a non-profit affordable housing provider in East King County which provides affordable housing options for older-adults, families and Veterans.

Mr. Rivera-Jackman was the recipient of the 2011 American Association of Service Coordinators (AASC) President’s Award of Excellence. This award is given to a member who, in the opinion of the AASC President, is deserving of recognition for his/her work in the service coordination profession. Mr. Rivera-Jackman successfully completed the LeadingAge WA Leadership Institute and graduated as a Fellow in June 2015. Mr. Rivera-Jackman was also recognized with an Award of Excellence in Service Coordination by the American Association of Service Coordinators in August 2019.

This webinar meets the following HUD Service Coordinator Training Requirements Area(s): 

Statutory Area: Federal Programs & Requirements