Training new associates: when you get down to it, the multifamily industry has few responsibilities more important. Well-trained onsite team members are absolutely critical to the creation of high-performing apartment communities. 

In this day and age, multifamily companies have a bevy of options for training new associates. And in the end, for reasons of practicality and even associate learning style, companies will have to use a variety of training methods. 

At ROSS, like other property management companies across the country, we have seen the benefits of using multiple training methods, from instructor-led classes to online courses. As a company, we believe in-person classes at our corporate offices are the most effective training tactic, and we try to maximize our use of them. In the end, however, relying solely on them just isn't practical for a company our size, given the geographic reach of our portfolio and the wide range of matters in which new associates need to be trained.

Here is a quick summary of the different training methods that can be included in the onboarding process:

Offsite in-person instructor-led classes: To my mind, this is the most impactful way of training new employees. It is even more effective than on-the-job training because it eliminates the many distractions otherwise present onsite, like ringing phones that must be answered and residents who need assistance. However, offsite instructor-led classroom lectures often present practical issues for companies with larger portfolios, as it isn't easy to bring new associates from multiple markets together in one setting.

On-the-job training: This is a vital component of training as well. It gives new associates an opportunity to apply what they have learned in the classroom – if indeed classrooms were part of their training. And if classrooms were part of their onboarding or not, on-the-job training will give new team members a true sense of what their work will be like while receiving immediate feedback from an experienced associate.

Online courses and webinars: Based on current technology and individual preferences, online classes and webinars are important elements of onboarding in large part because of the convenience factor, as they allow new hires to train without traveling to a corporate office or some other location. They are certainly great complements to classroom training, but apartment companies should be careful about relying on them too heavily. It takes a certain individual to take an online course, truly retain that information and then be able to put it into practice. Also, online learning is typically done onsite, so new associates have the distractions of their workdays.

Virtual classrooms: These are a bit different from online courses in that virtual classrooms replicate the traditional, in-person classroom setting. It’s essentially in-person classroom training, but in a virtual environment.

Mentoring: Mentor programs match new associates with company veterans who provide ongoing guidance and answer questions. Like other apartment companies, ROSS has implemented this kind of program, and it has proven to be tremendously beneficial for new team members to have someone other than a supervisor to reach out to for guidance and expertise.

Knowledgeable and prepared onsite staffs are essential to a profitable portfolio. Therefore, the training of new associates has to be the highest of priorities for companies. By using the variety of methods outlined above, apartment companies can balance practical considerations with ensuring their associates are primed to provide a high level of service to residents and prospects alike.