SERSHA

Tuesday, March 20, 2018 12:00-3:00 p.m. SERSHA Board Meeting 3:00-5:00 p.m. Conference Registration Wednesday, March 21, 2018 Trainer: Randy Allen 7:00-7:30 Conference Registration 8:00-8:15 Combined Opening Session 8:30-8:45 Welcome and Introductions 8:45-10:15 Session 1: Tools needed for inspections 10:15-10:30 Break 10:30-12:00 Session 2: HUD inspection book (room by room) 12:00-1:00 Lunch on your own 1:00-2:30 Session 3: Discussion on Uniform Physical Condition Standards

Tuesday, March 20, 2018 12:00-3:00 p.m. SERSHA Board Meeting 3:00-5:00 p.m. Conference Registration Wednesday, March 21, 2018 Trainer: Nan McKay 7:00-7:30 Conference Registration 8:00-8:15 Combined Opening Session 8:30-8:45 Welcome and Introductions 8:45-10:15 Introduction We Don’t Have Customers, Do We? Group Discussion Activity Working in the Business of Providing Housing Service 10:15-10:30 Break 10:30-12:00 Introduction (continued) The Basic Elements of Excellent Service