January 22, 2018

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

  • Basic Customer Needs

  • Top-down Customer Service

12:00-1:00 Lunch (on your own)

1:00-2:30 Mission, Vision and Customer Service

2:30-2:45 Break

2:45-5:00 Mission, Vision and Customer Service (continued)

  • Giving Good Customer Service When You Can’t Say Yes

  • Dealing with Upset People

  • Listening Style Inventory Exercise

  • Customer Service and Confidentiality

  • Community Relation

5:00 End of Day One


Thursday, March 22, 2018

Trainer: Nan McKay              


8:00-10:15 Non-discrimination in Customer Service

  • Language Barriers

  • Prohibition Against Differential Treatment & Discriminatory Effects

  • Actions Against Private Landlords who have Illegally Discriminated

  • Other State and Local Fair Housing Laws

  • Participants with Disabilities

10:15-10:30 Break

10:30-12:00 Non-discrimination in Customer Service (continued)​​

  • The Unique Role of the HCV Program

  • The Unique Role of the PH Program

  • An Overview of Federal Disability Discrimination Laws

  • Etiquette for Interviewing People with Disabilities

  • What You Cannot Ask an Applicant

  • What You Can Ask

12:00-2:00 Business Mtg/Banquet (Please be sure to wear your name badge & bring a door prize)

2:00-3:15 Individual Working Styles

                 Customer Service Policy/Plan

                 Learning Activities

  • Style Self-Evaluation Questionnaire

  • Customer Service Self Evaluation

  • Customer Service Action Plan

3:30-3:45 Break

3:45-5:00 Learning Activities (continued)

  • Housing Agency Evaluation

  • Owner Survey for HCV

  • Property Manager for PH

5:00 End of Day One








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