Jaye Baugh spends a lot of time thinking about her residents, especially this time of year. "We want our tenants to feel comfortable and our kids to feel comfortable," she shares.
As property manager at Garden Village Apartments, owned and operated by Housing Resources of Western Colorado, one program she started was Winterfest, where she invited Santa Claus to pay a visit to residents who were unable to make it to malls or other locations for this seasonal outing. During the pandemic, Baugh and her team also started creating holiday gift bags to pass out to residents themselves. They'll do the same this year, she says, because of rising cases of COVID-19, flu and RSV. "We fill the bags with candy, all sorts of things," says Baugh. "We want the residents to know who we are, especially the kids. If something goes on and they think we need to know, they can come to us."
That extends not just to safety but to amenities. For instance, when construction of a community center removed a basketball court in the complex, resident children wrote a petition asking for a new one.
"We have a court now," Baugh says. "We wanted them to know they were heard."
Baugh, who attended a NeighborWorks Community Leadership Institute, first became involved with
Garden Village Apartments more than 20 years ago, when she and her three young children moved there after a month in a domestic violence shelter. At Garden Village, she started over. She met her second husband, Mike Baugh, and they had a child together. When their youngest went to kindergarten, she began looking for a job. She had one non-negotiable: She wanted to do something where she could help people.
Garden Village Apartments more than 20 years ago, when she and her three young children moved there after a month in a domestic violence shelter. At Garden Village, she started over. She met her second husband, Mike Baugh, and they had a child together. When their youngest went to kindergarten, she began looking for a job. She had one non-negotiable: She wanted to do something where she could help people. Baugh took a job providing cleaning services for the realty company that managed Garden Village and went on to become assistant property manager, then property manager. When Housing Resources of Western Colorado bought the property in 2005, they kept her on in that position. Baugh, who now lives in a single-family home, lived in Garden Village for 14 years. Combined with her resident services work, she's been involved with the complex for 23 years. Her son recently joined the maintenance staff. Working with residents, she says, "is the kind of work I wanted."
Winter Wonderland
East Akron Neighborhood Development Corporation (EANDC) is another NeighborWorks network organization that puts the focus on residents this time of year. In December, that included Winter Wonderland, a festival that includes crafts, toys and books for kids – and a visit from Santa Claus. This is the second time EANDC held the festival.
"Given the nature of the population we serve, particularly low- to moderate-income people – we just want them to have as great of a holiday season as everyone else can have," explains Vince Adamus, director of planning and development. "That means not just quality housing but quality experiences in the community."Adamus says the East Akron organization wants residents to know that they are loved and cared for. "We want them to share in safe, family spaces and this is one of them."
Holly Calhoun, the organization's communications specialist, says the community has a lot of grandparents and aunts and uncles who take care of children. "To help bridge that age gap, we wanted to provide something families can enjoy together. It's a chance to engage with the community. It brings all of the residents in the community together right here in the heart of East Akron."
Calhoun says the area is a hub of businesses, day care centers and homes, and is in walking distance
for many. EANDC held a Halloween event as well. The events serve not just as fun for the community, but as places people can learn more about their services, which include homeownership and financial fitness courses, energy audits and more.
for many. EANDC held a Halloween event as well. The events serve not just as fun for the community, but as places people can learn more about their services, which include homeownership and financial fitness courses, energy audits and more. "It gets people in the spirit of the holiday and the spirit of giving," Calhoun says. The organization estimates that 300 people attended the December event.
Resident services are key
"Resident services are so critical to the success of the property and the success of the people," shares Clare Rosenberger, director of Real Estate Programs at NeighborWorks America. "You're supporting stability and the goals and the outcomes people desire for themselves and for their homes. These services are what help them be successful to live there and to thrive."
NeighborWorks supports resident services in a variety of ways, including providing training to learning cohorts, such as a pre-pandemic cohort where community building and resident services divisions worked to better align for the success of their communities. Organizations also use NeighborWorks' Building Leaders, Building Community curriculum, Rosenberger says, which helps build skills for volunteer community leaders.
During the pandemic, resident services and property managers became even more essential as they worked to help residents with food access and other basic needs. "These are the people who know their residents best," Rosenberger explains. "We know that resident services coordinators on site are often the ones able to step up and say: 'I know the people who live here. And they know I'm here to help.'"
NeighborWorks supports resident services in a variety of ways, including providing training to learning cohorts, such as a pre-pandemic cohort where community building and resident services divisions worked to better align for the success of their communities. Organizations also use NeighborWorks' Building Leaders, Building Community curriculum, Rosenberger says, which helps build skills for volunteer community leaders.
During the pandemic, resident services and property managers became even more essential as they worked to help residents with food access and other basic needs. "These are the people who know their residents best," Rosenberger explains. "We know that resident services coordinators on site are often the ones able to step up and say: 'I know the people who live here. And they know I'm here to help.'"
