PRE WEEK CLASSES

23–27 JANUARY 2012
101: Certified Housing Customer Service Representative (CHCSR)

Certified Housing Customer Service Representative will give you the competitive advantage you need to excel in a tough and increasingly uncertain climate. In today’s customer-oriented environment, people skills are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and organization’s performances. This is the only certified customer service program designed specifically for our industry.

This exciting five-day program will prepare you and your entire team to deliver high quality customer service designed to exceed your customer’s expectations. Each day of this session is specifically designed to focus on tools and techniques you can share with your team to improve the quality of the service you deliver every day.

The program helps you create a 90-day “customer service” improvement plan for yourself and for your team. Each learning experience is reinforced with exercises, role-plays, videos and games you develop during each session.

Learning Outcomes:
  • Deliver better, faster service and increase customer satisfaction.
  • Understand how to gain repeat business.
  • Understand what customers expect.
  • Increase your credibility with customers—and your value to your organization.
  • Manage stressful situations more effectively.
  • Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem.
  • Develop a 90-day customer service improvement plan for you and your team.

23–27 JANUARY 2012
102: Certified Defense Unaccompanied Housing Manager (CDUHM) — Level 1

MHLI is proud to join with our strategic partners the Professional Housing Management Association and the National Apartment Association to present the first certification program specifically intended for persons involved in the management of Unaccompanied Housing (UH). Successful completion of this five day course will earn students the certification as a Certified Defense Unaccompanied Housing Manager. This course is designed to provide a UH manager with the basic skills required to manage a UH operation that has not yet been privatized. This includes permanent party and student UH. Attendees will be required to participate in group exercises as well as subject matter research to be ready for each day’s lessons. Attendees will be required to pass the final open text examination with a score of 85% or better to receive certification.

Learning Outcomes:

  • Understand the current state of the DoD UH Program and its goals.
  • Understand the requirements for quality facilities maintenance and long range maintenance planning.
  • Understand current human resources requirements.
  • Understand mission, functions and tasks.
  • Develop a minimum staffing requirement.
  • Understand the requirements for developing standard operating procedures for each function in a UH operation.
  • Understand the DoD budget process.
  • Develop minimum funding requirements for UH operations.
  • Understand UH furnishings requirements and quality furniture specifications.
  • Develop an initial issue furniture requirement.
  • Understand UH contract requirements.
  • Develop a statement of work for a UH function.

Before attending this course, you must attend a three day UH 500 series course or both of the two day UH 501 series and UH 502 series courses. You must also currently be working in or will be assigned to a position in UH management. Attendance at a prerequisite course will be waived if the student can demonstrate a minimum of three years in a UH management position.

23–27 JANUARY 2012
103: Advanced Pro Formas
FIRST TIME OFFERING!

This four and half day course is designed for Asset Managers who are ready to dive deep into the financial spreadsheets to see what makes them tick. Verify the accuracy of and evaluate a pro forma, then brief recommendations with confidence. Learn how to find what you want, get what you need and understand financial models built by someone else. This course will be an interactive, hands-on class about real estate pro formas. You have already developed a high-level understanding; this will give you the “in-the-weeds” skills to dissect a proposal, determine if the model works properly and assess the impact of proposed changes to the short-, mid- and long-term financial health of a project.

Learning Outcomes:
  • Understand the financial concepts and excel formula spreadsheets. Review the most commonly used formulas and functions of MS Excel and explore more complex formulas and functions.
  • Understand the necessity of good spreadsheet design and learn a five step process to validate an Excel spreadsheet. Learn what it takes to verify that a pro forma is complete and accurate.
  • Validate, understand and evaluate a pro forma showing change in project scope. Identify the long-term consequences of several options on the project’s short-, mid- and long-term financial performance. Analysis will also consider the impact on the mission and other constraints or limitations.
  • Demonstrate analytical skills learned by “Briefing Leadership.” Groups will brief their recommendations, including the options considered and why the chosen option prevailed.

Completion of CDPM Level 1 and CDPM Level 2 or knowledge of MS Excel is recommended. Students are encouraged to bring a laptop to class.

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