“Our Profit is October

2008
Your Success”

An Affiliate Of

We Appreciate You!
To show you how much, we are offering all of our members a fantastic seminar by a dynamic
national educator...FREE! You’ve already marked your calendars for the Trade Show on Oc- Upcoming Events
tober 23. The seminar we’re bringing you will be on the same day from 1:00
- 3:00, directly prior to the opening of the Trade Show floor. General Membership
There is limited space so we need you to register for this seminar; the reg- Meeting
istration form is attached. Non members may attend for $50, payable in ad- There will be no
vance. Space consideration goes to members first. General Membership
A little about Cynthiann King: Meeting in October

Cynthiann is an international speaker, business leader, degreed educator, curricu-

lum designer, operations manual writer, and course developer. She designs and Vendor Council
delivers superlative, targeted educational programs for savvy housing industry pro- October 9, 11:30 a.m.
fessionals throughout the United States and Canada. She delivers live seminars, Chicken Coop, WDM
webinars, teleclasses, and meeting presentations to groups of all types. She is the
co-writer of NAHB’s Certified Leasing Professional (CLP) designation course and October 20, 1:00 p.m.
NAA’s National Accredited Leasing Professional (NALP) certification program. Signature Place Apts.

As former Vice President of Education and National Training Director for Equity
Residential, and V. P. of Training and Marketing for Wilson Schanzer and for Trade Show
Trammell Crow Residential, Cynthiann developed and delivered successful “Tropical Tradewinds”
training and marketing programs for over 350,000 apartment homes located in - - and - -
diverse markets across the nation. She has performed on-site and in supervisory/
Cynthiann King
executive positions.
“Team Building for
Cynthiann presents at national, regional and local conferences including Institute
of Real Estate Management (IREM), National Apartment Association (NAA), Na- Busy People”
tional Association of Home Builders (NAHB), Multi Housing World (MHW), Sales October 23
and Marketing Magic’s Brainstorming Conference, National Association of Resi- Airport Holiday Inn
dential Property Management (NARPM), Public Housing Directors Association
(PHDA), local Apartment Associations and for her local Chicagoland Apartment General Membership
Association. Cynthiann is known nationwide for her interactive, enthusiastic Meeting
presentations jammed with ready-to-use information. She is a member of the elite
Wednesday - November 12th
professional educators’ society, Pi Lambda Theta and listed in Who's Who in
Airport Holiday Inn
Northern America.

Winter Social
Inside Your Newsletter: and

“Team Building” Registra-

Maintenance
Committee Updates New Members
2008 CIAA Board Members Positions, Promotions, Postings
tion Olympics
Cynthiann King Article December 10th
Letter from the President Vendor Spotlight - Jared Frank
Trade Show Airport Holiday Inn
September Meeting High- Vendor Listings
lights NAA Connect
ICS Open House
 Committee Announcements
Vendor Council
Final details are being hashed out for the Trade Show. The vendor members cordially invite you to attend!
Vendors - Next meeting is October 9th at 11:30 at the Chicken Coop. Then on October 20, we’ll have our
final meeting at Signature Place Apartments at 1:00.
Vendor Trade Show ~ October 23rd ~ Airport Holiday Inn

Education Committee
Coming in 2009 - two new designation courses!
CAMT (Certified Apartment Maintenance Technician) Click on logos
for more
CAPS (Certified Apartment Property Supervisor) information

Legislative Committee
Bill Forces Jersey Apartment Owners to Exterminate Bedbugs
In New Jersey, three Democratic Assembly members--Joan M. Quigley, L. Grace Spencer and L. Harvey Smith--have introduced a bill
that would make apartment owners entirely responsible for keeping their units free of bedbugs. Bedbugs, which are less than a fifth of
an inch long, hide in all kinds of places around a home. They were once thought to be mostly eradicated in this country, but have
staged a comeback in recent years amid the banning of powerful pesticides and increases in overseas travel. The lawmakers say severe
bedbug outbreaks have occurred in apartment communities, especially those in Hudson County. They further cite instances of residents
being charged with extermination costs, which can run into the hundreds of dollars. Quigley laments, "It's disgusting to think there are
places in New Jersey where renters are being forced to cohabitate with vermin, simply because they cannot afford a proper extermina-
tion. [Apartment residents] shouldn't have to pay extra simply to live in a clean and safe environment." Under the legislation, owners
would have to exterminate bedbugs at their own expense when an outbreak occurs. Those who fail to do so could face fines of up to
$300 per infested apartment and $1,000 per infested common area. The New Jersey Apartment Association counters that the bill would
leave owners liable for bugs that may have been brought in by their residents when they moved in.
The CIAA Legislative Committee will continue monitoring the progress of this precedent-setting bill.

2008 Board Members and Committees

President Vendor Council Co-Chairs Public Relations Committee Chair
Rick Koontz, Signature Place Tom Newton, Gorman Roofing
Jennifer O’Brien Konior, TAB Properties
Mary Spain, Apartment Finder
Past President
Melissa Johnson, Olde English Village Education Committee Chair Trade Show Committee Chairs
Vice President Mary Spain, Apartment Finder Meredith Goodwin, Triple Crown
Jennifer O’Brien Konior, TAB Properties Mary Spain, Apartment Finder
Legislative Committee Chair
Treasurer
Lori Young, BH Management
Rick Koontz, Signature Place Interested in the Member-
Secretary Membership Committee Chair ship Committee? Contact a
Heather Benton, Bridlewood Apartments Position currently vacant board member for details!

Page 2
Website: www.ciaahq.org
 Letter from the President
Giving Back
We appreciate you! The CIAA Board of Directors is sponsoring an incredible national speaker and educa-
tor, Cynthiann King, for our members at no cost. I have seen Cynthiann’s seminars and can tell you that
you don’t want to miss this unique opportunity to learn from Cynthiann’s experience. From 1:00 p.m. - 3:00
p.m. on October 23, you will be treated to Cynthiann King’s unique approach to team building. Every Site
Manager, Maintenance Supervisor, Regional Manger, and Assistant Manager will benefit from this seminar.
Get your whole team involved! This is truly “priceless” knowledge! I encourage you to fax your registra-
tion quickly as there is limited seating and spots are reserved on a first-come, first-served basis. Non-
members may attend this event for just $50.00. Space consideration goes to CIAA members first.
Don’t forget the Trade Show! We’re giving away a trip worth $1,500 to a lucky CIAA member!

Rick Koontz, CIAA President

Signature Place Apartments

September Meeting Highlights

We had two excellent groups of speakers at our last general membership meeting.
First up were Lynn Simmons and Chris Frantsvog from the Polk County Public
Health Department. They provided some sobering numbers on lead paint in residen-
tial homes. In Polk County alone, there are approximately 64,000 homes and apart-
ment units that have a high enough level of lead to poison a child and over 350 chil-
dren have tested positive for lead poisoning. A new State law mandates that all chil-
dren must be tested for lead before they enter kindergarten, so that number will sadly
and surely climb. However, there is hope. The Polk County Public Health Depart-
ment has submitted a proposal to the HUD for a $3 million matching grant to repair
lead paint hazards in up to 206 homes. The CIAA has partnered with the Public
Health Department and has pledged $20,680 in in-kind funds to help match the
money needed for the HUD grant. For more information on the lead abatement pro-
gram, you may contact Lynn at 515-286-3798.
The second speaker was Brad Janssen from A.Q. Allstate Pest Control who spoke about
the growing problem with bed bugs both across the country and here in Iowa. Bed bugs
are showing up in apartment communities, college dorms, hotels, office buildings,
schools, and homes. They differ from other common pest issues (ants, cockroaches) in
that they seek out humans (we are their food source) and are extremely difficult to kill.
Statistics show that 50% of bed bugs will live on a 100% treated surface and can lay
dormant for 300 to 500 days after a feeding. They spread quickly and easily, drawn to
body heat and possibly other heat sources such as electronic equipment (TV’s, DVD
players, laptop computers). Brad’s suggestions of how to protect your apartment com-
munities include responding aggressively to any complaints, encouraging residents to
keep clutter at bay and providing community education and awareness to the issue.
A.Q. is also adding a new weapon to their bed bug-fighting arsenal. A bed bug sniffing dog will be joining their team
in October. Where it can take humans up to three hours to inspect an apartment, a dog can accomplish it in less than
10 minutes. Contact Brad if you have any questions. He’s a Vendor Member! 515-223-0269

Page 3
 Welcome New Members
Welcome to our new Members and Vendor Members. It is a honor to have you
join our growing organization.

New Property Members

Maple Grove Villas
New Vendor Members
Simply Clean
Wayout Consulting Services
Select Van and Storage
Red Capital Group

Make the most of your membership

Join a Committee!

Promotions, Positions and Postings

PROPERTY MANAGER LEASING AGENT

Timberland Partners is looking for a
Property Manager for a 304 unit apart-
ment community in Des Moines.
Three years experience in property
management required. This is a sala-
ried position with benefits. Appli-
cants may email resumes to dmapart-
mentmanager@yahoo.com.
Full Time position. Must provide excellent customer ser-
vice, communicate well with others. Ability to multi-task
in a fast paced environment. Prepare lease related paper-
work in an accurate and timely manner. Assist with the
day-to-day operations of the community. Yardi experience
preferred, MS Office products required. Email your resume
to: openjobs@rrrealty.com, or mail to R&R Realty Group,
Attn: HR, 1225 Jordan Creek Pkwy Ste 200, West Des
Moines, IA 50266. May apply in person, no phone calls.

Please send new hires, promotions, and job postings to info@ciaahq.org for inclusion in the newsletter
Page 4 Email: info@ciaahq.org
 Vendor Spotlight
Jared Frank Agency, American Family
The American Family Insurance/Jared Frank Agency specializes in providing renters insurance to resi-
dents in the Des Moines area. We also provide insurance for your Auto, Home, Business, Health & Life.
Jared Frank has represented American Family Insurance for over 11 years. The Jared Frank Agency has
qualified for several customer service awards including a certification from J.D. Power and Associates for
providing "An Outstanding Customer Experience". Please refer your renters to the Jared Frank Agency
for their insurance needs. Renters insurance monthly premiums average around just $10 per month!

Jared Frank Agency Call the Jared Frank Agency at 515-278-6132 for more information.
8450 Hickman Road, Suite 14-D Email: jfran4@amfam.com
Clive, IA 50325 www.jaredfrankagency.com
Phone 515-278-6432 24-Hour: 1-800-MYAMFAM (1-800-692-6326)

Need a Vendor? Call a Member First!

A+ Lawn & Landscape Hard Tops of Des Moines Snider Lawn Care
Abendroth & Russell, P.C. ICS Advanced Technologies State Farm Insurance
A.Q. Allstate Pest Control Jetz Service Co. Glen Waterhouse III
American Family Insurance Johnstone Supply Stew Hansen’s Dodge City-Jeep
Jared Frank Agency Lawns Plus Stitzell Electric Supply Co.
Apartment Finder Marsden Building Maintenance Sudzy’s Carpet Cleaning
Big Green Umbrella Media Nationwide Office Care Tenant Data
Bragg Handywork On the Spot Carpet & Tile Tub Wrx
Carpet Pro by Baker Interi- Performance Leasing Waste Connections
ors Phillips Floors Waste Management
Cort Furniture Rental Qwest Wayout Consulting Services
The Des Moines Register RealPage, Inc.
DeWitt Painting Red Capital Group
All Vendor Member contact
Diamond Vogel Paints Reliable Construction information can be found on
First Advantage SafeRent Shelton Painting the CIAA website:
Furniture Options Sherwin Williams Floor Cover- www.ciaahq.org
Goalsetter Systems, Inc. ings
Gorman Roofing Services Simply Clean

To Become A Vendor Member Contact:

Tom Newton at 515-883-0838 tomn@gormanroofingservices.com Page 5
 MDU Broadband Authorized MDU Audio/Video IT Services Security
Internet Dealer

You’re Invited to a Technology Open House!

Join us for our TECHNOLOGY OPEN HOUSE
to celebrate the Grand Opening of our new facility with
FOOD, DRINKS and ENTERTAINMENT!
Thursday, October 9, 2008
235 Alexander Avenue, Ames
4:00p.m. - 7:00p.m.
LIVE DEMONSTRATIONS OF OUR MDU PRODUCTS
• Proprietary IBIS Internet Management
• DIRECTV Single Wire Distribution
• Video Surveillance and Door Access Control

Call 515-232-4453
for more information
 CENTRAL IOWA APARTMENT ALLIANCE
presents
Cynthiann King
The Central Iowa Apartment Alliance is pleased to bring you this exceptional seminar,
designed specifically to your expectations of only the best in education!

FREE TO CIAA MEMBERS!

Register as early as possible as seating is limited!
Team Building for Busy People
Proven strategies and actions that will motivate and enlighten
your group to work and communicate like a high performing
team.

At this session you will learn:

• How to function as an efficient, effective team
• What makes a really great leader and how to do it
• How to keep your teammates from being wired + tired
• When and how to motivate by degrees
• How to energize your team to improved performance
“The Customer is • Where to go for highly recommended resources

actually 2nd – Your Date: October 23, 2008

st
Team is 1 ! Learn Time: 1:00 p.m. to 3:00 p.m., right before the Trade Show!
how to make it happen!” At: Airport Holiday Inn, 6111 Fleur Drive, Des Moines
Cost: FREE TO CIAA MEMBERS!
- Cynthiann King NON-MEMBERS: Only $50!

Please fax your reservations to Mary Spain at (515) 327-9104

Non-members: Mail registration and payment before October 16, 2008 to:
CIAA, 3775 E.P. True Pkwy, Suite 263, West Des Moines, IA 50265

Registration Form:

Name: Name:

Name: Name:

Company Name:

Address: City: Zip

Phone: Fax: Email:

 Cynthiann King
551 Farmhill Circle
Wauconda, IL 60084-1290
847-487-8791 © Cynthiann King Unlimited

MOTIVATE AND REWARD YOUR TEAM MEMBERS

by Cynthiann King, C King Unlimited Education Services
Most progressive property management team leaders want their employees to look at the way

business is conducted and then challenge the established routines to more effectively impact

time and energy levels. The following is taken from the book "How to Recognize and Reward

Employees," by Donna Deeprose.

"A Baker's Dozen of Behaviors Worth Recognizing"

1 - Learning new skills.

2 - Pitching in to help a coworker.

3 - Mediating a conflict.

4 - Volunteering for grunge work.

5 - Giving a customer extra attention.

6 - Mentoring a new employee.

7 - Tackling a problem in a fresh way.

8 - Lightening up a difficult situation.

9 - Sharing information.

10 - Taking notes in a meeting.

11 - Perfect attendance.

12 - Adapting willingly to change.

13 - Cross-training another employee.

How can a team leader determine what rewards will please which employees?

Ask: at a goal setting meeting, performance appraisal session, team meetings, the start of

an employee's promotion, when outlining education opportunities and even when

performing job counseling.

Supervisors can give a few suggestions then encourage the employee to modify the list to

best meet their desires. Potential rewards can be gleaned by observing the team in action and

determine what seems to make a particular team member respond positively. Is it a

flexible schedule, a good book at a break, more of one type of work, more responsibility or

an uninterrupted lunch hour? What does this employee talk about in casual conversations?

This may give team leaders real clues as to individual rewards.

Here are proven ways to best motivate your team members taken from my consulting work
with hundreds of teams.

* Establish clear expectations of every team member.

* Keep team members informed of the status of the company in a brief report

with each paycheck.

* Share the glory with the entire team – frequently.

* Implement at least 20% of all suggestions received.

* Inspect what you expect.

* Explain and regularly review the key objectives of the owner and asset manager.

* Reward innovation and creativity.

* Promote from within whenever possible.

* Respect employees' personal time.

* Allow for minor mistakes to encourage new solutions.

* Conduct an "If I Ran the Company" open discussion.

* Deliver unexpected rewards.

* Allow flex share of schedules and responsibilities.

* Provide resources for continuing education.

* Support employees' social and/or charitable causes.

* Provide time and stress management tools & training.

* Provide a gift certificate, phone or gasoline card.

Other rewards used in successful employee recognition programs include:

9 workouts with company-sponsored fitness leader

9 shoe repair certificates

9 car washes and oil changes

9 subscriptions to an industry magazine

9 company-sponsored park district sports teams

9 volunteer day with pay

9 certifications for education class

9 attendance to association events

9 commission pools on renewals shared by the team

9 nutritional meals on wheels at lunch at minimal cost

9 N.O.I. bonus pools.

Of course no team member expects special recognition every day. Yet all team members want

feedback on their performance in regular reassurances that can be delivered by the

responsible team leader. These include thank you notes, and "brag" paragraphs in employee

newsletters, with paychecks, or on strategically placed bulletin boards.

Another excellent way to continue to positively impact the team’s overall atmosphere is to ask

for their feedback on your performance. Try using the following questions that a team
leader can ask to determine their effectiveness with their team members.

1. Are my instructions clear or must you spend time trying to figure out what I want

you to do?

2. Do I change my mind often and ask you to alter your assignments after you've

started working?

3. Do I edit or make changes in your work without really improving it?

4. Am I open to new ideas?

5. Do I often seem disappointed in your work?

6. Is my criticism usually constructive?

7. Do you feel you can trust me?

8. Do I help you develop your skills?

9. Am I usually available when you need help?

10. Do I operate in a crisis mode too often?

source: Managing, Matthew Bender & Co., Albany, NY

WANT MORE? Attend the CIAA October 23rd Seminar with Cynthiann
King: “Team Building for Busy People” just prior to the Trade Show.
Fax your reservation today to Mary Spain at (515) 327-9104.
 Connect
With NAA
Maintenance Mania® Gears Up
For Third Year of Competitions
B y M i c h a e l To m p k i n s , C A P S , C P M , C C I M
2008 National Apartment Association Chairman of the Board
Julian LeCraw & Co.
N
AA and presenting sponsor HD
Supply Facilities Maintenance are
gearing up for a third successful
season of Maintenance Mania®. This
program, where maintenance technicians
compete in various skill-based games, has
been modified and improved to ensure an
even greater challenge for maintenance
professionals. Maintenance Mania®
provides affiliates an opportunity to offer
an additional quality program for its
members, create a potential source of
non-dues revenue for the association and
help members raise funds for educational programs.
Featured games for the 2008-2009 season that will be standard
for all Maintenance Mania® programs include: Mobile-Shop Blind
Tool Identification, New York Wire Screen Repair, Price Pfister
Faucet Installation, GE Appliance Repair, Fluidmaster Toilet Repair,
Kwikset Lockset Installation, Kidde Fire Safety Installation and
Philips Race Car Competition. NAA wishes to thank the national
sponsors for their support of the Maintenance Mania® program.
Nearly 50 affiliate events are currently scheduled for the
2008-2009 season but space is still available. Affiliates interested
in hosting a Maintenance Mania® event should contact
Kimberlee Berry, NAA’s Manager of Affiliate Relations, at
kimberlee@naahq.org. Visit www.naahq.org for information
about the Maintenance Mania® program.
Accessibility Conference Slated for Nov. 12
NAA will hold its second annual Accessibility Conference in
Dallas Nov. 12 at the Westin Galleria Dallas. Register early and
receive the discounted “early bird” rate of $399. Registration fees
will increase after Sept. 30. The one-day conference will be held
prior to the Assembly of Delegates meeting.
Apartment owners and management firms of all sizes nationwide
have faced multimillion-dollar lawsuits claiming that property
owners and managers have failed to provide residents’ requests for
reasonable accommodations and modifications.
The Fair Housing Act (FHA) requires all covered multifamily
dwellings, built for first occupancy after March 13, 1991, to be
designed and constructed in a manner that incorporates certain
basic features of both accessibility and adaptable design including
usable doors, kitchens and bathrooms, reinforced walls for grab
bars and accessible and usable public and common-use areas.
For many apartment community employees, interpreting such
standards and guidelines can be confusing, particularly considering
that from 1991 to 1998, the FHA guidelines were revised several
times.
This conference will provide participants the opportunity to learn
first-hand from apartment industry accessibility experts about how
to effectively and efficiently manage accommodations and modifi-
cation requests.
There will also be an interactive session with the experts where
attendees may pose real and hypothetical questions about accessi-
bility challenges and how to resolve them.
Said one apartment owner attending an NAA education
conference session about compliance, “It’s the biggest challenge
we face—and so many of us don’t even realize it. Accessibility
represents our industry’s biggest point of vulnerability. Our
members should be making the effort to learn as much as they
can about this.”
Income & Expenses Survey Available Oct. 1
NAA’s annual Survey of Income & Expenses in Renal Apartment
Communities, completed by CEL & Associates Inc., will be available
online Oct. 1 at www.naahq.org/08ies, contains detailed data sum-
marized for six geographic regions and for metropolitan areas with
at least 10 properties reported.
An executive summary of the survey appeared in the August
issue of units magazine.