From Disagreements to Discrimination: Upholding Fair Housing Standards in Communication

Communication and documentation have always been important elements of a fair housing compliance program. With the ever-increasing diversity of our client base, the recruitment of non-housing professionals to fill on-site positions and the increased propensity to turn to the courts to resolve issues previously managed through conversation and compromise, the need to focus on these two areas is more important than ever.

This session will explore how to update our policies and procedures for communication and documentation to meet the demands of today’s work environment. We’ll focus on the fine line between disagreement, disrespect and discrimination and review techniques to minimize communication confusion.

The Fair Housing Act, as well as state and local laws, has specific requirements for our interactions with residents and prospects as well as documentation and we’ll review these requirements with suggestions on how to minimize the possibility of being named in a fair housing complaint or lawsuit.

Webinar Objectives

• Review the basics of fair housing compliance and how they apply to communication.                   
• Review techniques for effective communication including active listening and diffusing anger.   
• Identify the elements of conducting a successful Interactive Process.                
• Explore increased requirements for documentation necessitated by HUD guidance on Disparate Impact, Criminal Background Checks, Assistance Animals, LEP, Sexual Harassment and Occupancy Standards.
• Review suggested policies and procedures to ensure fair housing compliance and reduce the possibility of being named in a fair housing complaint or lawsuit.

Webinar Highlights

• Communication
  • Cultural IQ
  • Limited English Proficiency
  • Interacting with angry residents
  • Written, verbal and virtual communication pitfalls to avoid.
• Documentation
  • Resident on-boarding training
  • Notices
  • Request forms
  • Verification forms
  • Incident reports
  • Misc. documentation

Who Should Attend

All on-site and multi-site personnel including Regional/Area Managers, Community Managers, Leasing Professionals, Maintenance Professionals, Marketing, Training and HR Professionals.