
Schedule
NAA offers a variety of educational formats to ensure there’s something for everyone. Attend Friday's General Session and you could be in the drawing to win a $5,000 cash prize! You must be present to win!
Tuesday, June 25
Exhibitor Move-in
Governance/Committee Meetings
NAA Attendee Registration Open
NAA Board of Directors Reception (Invitation Only)
Wednesday, June 26
Governance/Committee Meetings
Exhibitor Move-in
Attendee and Exhibitor Registration Open
Region Meetings
Supplier Success Course (Ticketed Event)
Supplier Success Fees start at $109.
Registration is limited to 50 attendees. Includes lunch.
The Supplier Success course offers an overview of the apartment industry and teaches methods that suppliers can use to maximize partnerships with apartment owners, apartment management companies and apartment association members. Join us to kick-start both your business success and your industry involvement!
As a result of completing the course, you will:
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Understand how economic conditions impact the apartment industry and affect your sales
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Learn how property management companies measure success
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Better utilize apartment association resources to build business AND contribute to the industry
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Identify financial decision makers and how best to build rapport
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Understand the business cycle, required resources and daily operations of an apartment community
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Learn how to position your products/services to meet the goals of an apartment community
This program is a component of the Certified Apartment Supplier (CAS) credential.
For more information, contact Kim McCrossen.
Board of Directors
What Are Your Resident Loyalty Drivers?
This peer-to-peer learning experience is an opportunity to engage in creative conversations with fellow attendees who are passionate about the same issues and topics as you. Expert facilitators support small group discussions that explore a dedicated topic for each group.
Speakers
Reputation Management and Other Rental Housing Myths
Learning Objectives:
- Recognize the evolution of renter preferences.
- Identify opportunities to align strategy with current renter trends.
- Create action plans to target new leases and secure renewals.
Speakers
NOI-Enhancing Nuggets
- Examine ways to leverage resident feedback to make data-driven decisions.
- Identify best practices to drive operational efficiency, resident satisfaction, retention and NOI.
- Understand the financial impact of positive service interactions and employee satisfaction.
Speakers
Mindbugs: The Ordinary Origins of Implicit Bias
Over millennia, our brains have learned to make hundreds of thousands of decisions without our even being aware of the choices being made. This is the heart of the biases that influence every interaction you have with other human beings. Learn from the “Project Implicit” research group on how you can better understand the underlying beliefs that drive your actions, as well as receive information about the Implicit Association Test (IAT).
- Define implicit bias and the unconscious reactions that influence every human interaction.
- Learn how the IAT reflects and measures your own biases.
- Apply your new awareness of implicit bias knowledge to positively impact your personal and business interactions.
Speakers
Managing the Mindset of the Affordable Housing Resident
- Understand the difference between generational and situational poverty.
- Relate to the hidden rules of people in poverty.
- Understand that we cannot support stereotypes and prejudices of our affordable residents.
Speakers
Maintenance Training Jeopardy
- Use maintenance training as a tool in retaining maintenance personnel.
- Identify and overcome challenges to successful maintenance training.
- Expand the knowledge offered to their onsite service teams.
Speakers
Leadership Lyceum (Ticketed Event)
Excellence Awards Luncheon (Ticketed Event)
*This event is SOLD OUT
The NAA Excellence, or Excels, recognize leadership in the rental housing industry. These national awards celebrate communities, industry professionals and affiliated apartment associations that make unique contributions to our industry. Award entries should be submitted online, by 11:59 p.m. EST on March 27, 2019.
Winners will receive their NAA Excellence Award during this awards luncheon at Apartmentalize and be featured in units Magazine.
Does (Market) Size Really Matter?
- Describe and understand differences in recent rental housing performance by market size.
- Identify areas of potential opportunity for future investment.
- Evaluate recent portfolio performance within the context of similarly sized markets.
Speakers
An Idiot's Guide to Pre-Construction Marketing: For Empty and Deep Pockets
- Create a plan for the first stages of planning the construction of an apartment community.
- List marketing options for much smaller budgets, and get inspired by beautiful and effective content for those with deeper pockets.
- Teach your teams what lies ahead in pre-construction marketing.
Speakers
A Long View on Short-Term Rentals
- Understand the wide variety of options in working with short-term rentals, including successes and failures.
- Understand the marketing, sales and benefits of the different ways to work with short-term rentals.
- Understand the risks, concerns and legal considerations with each of the ways to work with short-term rentals.
Speakers
Ready for Your Close-up? Crisis and Disaster Media Management
- Understand the basics of a crisis protocol plan.
- Identify the top things to avoid when dealing with the media.
- Identify what to do when things go wrong.
Speakers
Raising Outside Capital to Grow Your IRO Business
- Understand the pros and cons of using outside capital for apartment acquisitions.
- Get an overview of what the capital raising process looks like, including a real deal.
- Learn tips or best practices for interacting with investors.
Speakers
Nine Pivotal Management Moments: Your First Year as the Boss
- Quickly identify and employ practical strategies to use when faced with multiple management challenges.
- Analyze your supervisory acumen and be more able to identify issues that may not have been previously apparent.
- Jump-start your team’s ability to work together better through improved communication and respect.
Speakers
Marketing 201: Moving Beyond the Basics with Automation
- Identify opportunities for automation in your current workflow that can increase touch points and response time for apartment shoppers.
- Learn how apartment marketers are using real-time data and triggers to enhance their automation strategies.
- Leverage automation tools in new ways that will contribute to prospect follow-up and internal communication delivery.
Speakers
Management/Leadership Presence
This peer-to-peer learning experience is an opportunity to engage in creative conversations with fellow attendees who are passionate about the same issues and topics as you. Expert facilitators support small group discussions that explore a dedicated topic for each group.
Speakers
Making the Mark with Property Performance Benchmarking
- Understand key metrics to track across your portfolio and actionable steps to take based on results.
- Learn how to derive the most from your data and stay ahead of your competition.
- Understand how certain categories of expenses vary by asset class, market and other factors.
Speakers
Leasing in a Saturated Market: Your Greatest Asset for Success
- Understand the importance and benefits when it comes to developing your own personal brand as a leasing professional.
- Utilize the techniques of talk triggers, challenges, innovation and pre-suasion in leasing presentations to improve their personal and property's performance.
- Discover the importance of never-ending improvement in pursuit of excellence as a leasing professional.
Speakers
Invest in Your Teams by Investing in Technology
- Learn the challenges with only investing in technologies that benefit residents.
- Discuss the technologies to implement for your teams and the impacts they have on leasing and maintenance associates.
- Gain a real understanding of how to determine the ROI of these technologies.
Speakers
Expanding to Canada: Critical Considerations for U.S. Investors and Operators
- Learn the key factors for rental housing investment and operations in Canada that differ from the United States.
- Learn the key factors that differ across Canadian provinces.
- Learn the process for returning profits, or capital gains, to the U.S.
Speakers
Compliance Violations: Workplace Violence and the #MeToo Climate
- Identify and discuss the risks companies are exposed to, for both workplace violence and sexual harassment.
- Identify the steps to lower your risk factor, while providing a safer work environment for your teams.
- Learn the tools to create and implement an action plan for your company.
Speakers
Apartment Advocacy and You: Perfect Together
- Understand the importance of individual citizen participation in the legislative and policy process.
- Describe concrete tools for influencing your legislators and policymakers.
- Identify priority federal issues for the rental housing industry in 2019.
Speakers
Living Room Learning
Grab a seat and get ready to learn at this conference launching event that features an eclectic array of topics from passionate industry players. Each rental housing geek, technician or innovator hops up on the soapbox, armed with 20 slides that advance automatically every 20 seconds, getting to the point, fast! Join us for some humor, entertainment and passionate storytelling. See below for the eight speakers and their topics.
Don’t Judge a Dog ‘Til You Hear Its Tale
Heather Blume, Imagination in Charge, Behind the Leasing Desk Training and Consulting Services
Rise and Fail
Jessica Fern, Director of Training and Development, FPI Management
Electric Cars Are Charging Up Rental Housing
James Burness, CEO & Founder, National Car Charging
Terminate the Turnover: 5 Keys to Creating a Leadership Culture
Jason Stoughton, National Account Executive, BG Multifamily
Voice Search: Are You Ready for the Shift in Search?
Martin Canchola, CTO and Co-founder, Apartment SEO, LLC
Stop, Collaborate & Listen: HR Tactics Promoting Drive & Ambition
Ivy Christman, Chief Operating Officer, Quest Management Group
Personal Brand Management: The Retention Tool No One Is Talking About
Lia Nichole Smith, Vice President of Education and Performance, SatisFacts and ApartmentRatings
Culture of Kindness: Renting Apartments & Taking Care of People
Melissa Joy, Vice President, Village Green
Steve Wunch, MODERATOR
Senior Director – Education & Training, Echelon Property Group
SPONSORS
Game Changer: Brandon Stanton
Humans of New York: The Power of Authentic Storytelling
As the founder of the street portrait blog, Humans of New York (HONY), Brandon has emerged as a worldwide internet phenomenon and one of today’s most influential storytellers. With millions of social media followers, his individual story, like those on HONY, illustrates the power of the internet, the value of storytelling and our desire to remain connected with real people in a tech-driven world.
Stanton’s gift for storytelling has since spawned two best-selling books, “Humans of New York,” which spent 45 weeks on the New York Times bestseller list, and “Humans of New York: Stories.” Listeners take away a renewed appreciation for the power of one person and one idea to inspire millions, and encouragement to be a force for good and contribute something meaningful to the world.
Speakers

Conference Welcome Reception
SPONSORS
Thursday, June 27
NAA Attendee Registration Open
Exhibitor Registration Open
Exhibitor Move-in
You're Here, There and Can't Be Everywhere! Engaging Remote Teams
- Identify and analyze your current engagement strategies and how to change your approach to be more effective.
- Discover how other companies are addressing these challenges and implementation of their findings through real-world case studies.
- Create a four-step process including communication, collaboration, culture and trust for your remote teams.
Speakers
The Changing Landscape of Marketing Affordable Communities
- Effective strategies to market to the many targeting affordable demographics.
- Explore the impact of regulations and policies on marketing; are they attracting or deterring?
- Understanding importance of onsite teams’ outlook and how to motivate team to maximize performance.
Speakers
Technology + Marketing = A Winning Combination for Apartment Renters
- Understand in-depth data analysis about the leasing process and where multifamily housing is missing the mark in communication.
- List the obstacles in effective marketing of technologies and understand why operators stall in technology adaptation.
- Understand data to support quick implementation and marketing of technologies to keep renters from searching elsewhere.
Speakers
Smart Home Technology for Your Residents
This peer-to-peer learning experience is an opportunity to engage in creative conversations with fellow attendees who are passionate about the same issues and topics as you. Expert facilitators support small group discussions that explore a dedicated topic for each group.
Speakers
Rentonomics 101: Understanding Trends That Are Powering the Future of Renting
- Define key lifestyle factors and renting trends that property owners need to be prepared for in the coming decade.
- Provide in-depth understanding of renter preferences locally and nationally for unit, community and neighborhood amenities.
- Outline key shifts and mobility patterns.
Speakers
Psycho WHAT? Psychographics and Market Segmentation
- Identify the seven stages of the consumer journey.
- Identify the four types of market segmentation.
- Understand how to gather actionable psychographic information.
Speakers
Must-Know: Fair Housing Trends and Compliance Strategies for 2019
- Understand current and important trends in Fair Housing to be equipped with information to ensure their operating practices are compliant.
- Identify the impact of recent Fair Housing case decisions and legal interpretations on current compliance philosophy and identify needed changes.
- Share compliance strategies and best practices that minimize the possibility of being named in a Fair Housing lawsuit complaint.
Speakers
MHPI Management: Reinventing MHPI Basics (Roundtable Discussion)
- Identify new ideas and best practices beyond the basics in MHPI operations.
- Create and implement plans for improved revenue generation, employee engagement, and expense control in MHPI.
- Interact in group discusses to continue collaboration and networking among attendees
Speakers
Game Changer: Heather McGhee
What Does It Mean To Be An American Today, And What Are We To One Another?
Heather McGhee is an expert in economic and social policy, racial healing, and transformative organizational change. More than that, McGhee is a storyteller. Her talks ask audiences to consider—at a time of increasing diversity, who is an American, and what are we to one another?
Speakers

Do THIS not THAT: Relationship Sales, Networking, and Etiquette
- Understand the importance of relationship sales.
- Understand the importance of networking with key decision makers, influencers and other suppliers for sales opportunities.
- Understand the importance of the industry "code of conduct" for sales, networking and communication.
Speakers
Deep Sleep
Learn a proven evening routine & practical steps to achieve the best rest.
Critical Leadership Skills from Maintenance Leaders
- Learn the critical skills necessary to lead a maintenance team.
- Understand how effective leadership can positively affect excellence in service.
- Apply the experiences of seasoned maintenance leaders to your own leadership journey.
Speakers
All-Day Energy
Discover 5 of the best energy management strategies to keep running morning, noon, & night!
Targeting the Renter’s Journey: A Researcher's Story
- Identify and understand all the undeclared research renters execute before contacting you.
- Gain insight into the top renter pain points that impact a prospect’s leasing decision.
- Identify what content you need to create and where you need to place it to reach the renter.
Speakers
Supplier Skills Workshop: Think Like A Negotiator Part I
- Understand the building blocks of contracts and negotiation: offer, acceptance, and counteroffer.
- Learn strategies to turn discussions and disagreements into more favorable results.
- Identify the most common mistakes in negotiation and how to avoid them.
Speakers
Solution Incubator: IRO Hot Topics
Work in small facilitated groups to learn from fellow Independent Rental Owners from across the country. Consulting the hive mind, tackle challenges by such as:
- Best practices: Dealing with contractors for renovations and repairs
- Succession planning
- Unit turnover efficiencies: Time saving practices
- Growing local IRO groups
- How to attract and retain awesome employees
- Social support for your community: Retaining residents who fall on hard times
- Meet other like-minded individuals and gain valuable, industry contacts.
- Learn solutions that other IROs have used for common problems facing our industry.
- Take back to their local and state association tips for growing IRO groups.
Speakers
Get Smart: Top Tech Trends for Better NOI
- Explore the latest (and future) tech trends that can impact your operations.
- Learn how to leverage tech for a compelling NOI through energy savings across portfolios.
- Hear how early adopters are providing tech as an amenity and why you should too.
Speakers
Gen Z: End of the Alphabet & Beginning a New Era
- Be inspired and ready to welcome Gen Z to their apartment communities with proper messaging.
- Successfully navigate sales and marketing for this generation.
- Discover what Gen Z wants in their home, what they are willing to pay for and their approach to money and spending.
Speakers
Game Changer: David Rendall
The Freak Factor: Making Employees Better by Helping them Get Worse
During the past fifteen years, David Rendall has spoken to audiences on every continent. His clients include the U.S. Air Force, Australian Government, and Fortune 500 companies such as Microsoft, AT&T, United Health Group, Fannie Mae and State Farm.
Prior to becoming a speaker, he was a leadership professor and stand-up comedian. He also managed non-profit enterprises that provided employment for people with disabilities. In between presentations, Rendall competes in ultramarathons and Ironman triathlons.
Speakers

From Leasing to Leadership: Mapping a Path to Career Success
- Identify how microlearning can move you closer to the careers you love.
- Learn the laws today’s successful leaders live by and how they leveraged them to move from leasing to leadership.
- Solve the top challenges that can stall rental housing careers and get focused on conquering opportunities that lead to ultimate success.
Speakers
Excellence in Maintenance/Service
This peer-to-peer learning experience is an opportunity to engage in creative conversations with fellow attendees who are passionate about the same issues and topics as you. Expert facilitators support small group discussions that explore a dedicated topic for each group.
Speakers
Creating a High-Powered Multifamily Housing Team: Combining Communication, Coaching and Culture
- Consider the “why” of an overall goal to secure buy-in from leaders and employees when creating a high-powered team.
- Learn to identify those who are your cause champions, your taskmasters, your thought leaders and your quality checkers.
- Understand how partnerships may have better team results than traditional leader responsibilities.
Speakers
By the Numbers: Calculating Critical Metrics
- Explore and enhance key property performance ratios.
- Identify what an asset manager and owner seek and expect from the onsite operation.
- Take home tips for a manager to make performance metrics a daily routine.
Speakers
Building Resilience with Tools, Trends & Energy Strategies
- Understand climate resilience in the face of external stresses and assess climate-related risks in your portfolio.
- Approach sustainability with effective energy strategies and tools that anyone can use.
- Recognize the latest trends in energy grid, storage, amenities and mobility affecting multifamily real estate.
Speakers
Muscle Tension Release
Release back, neck, & shoulder tension with this 30-second technique!
Supplier Skills Workshop: Think Like A Negotiator Part II
- Understand the building blocks of contracts and negotiation: offer, acceptance, and counteroffer.
- Learn strategies to turn discussions and disagreements into more favorable results.
- Identify the most common mistakes in negotiation and how to avoid them.
Speakers
Solving for Service Team Shortages
- Gain awareness of program models that introduce, train and connect individuals to employment opportunities.
- Understand resources used to recruit potential students, explore target student demographics and review program results.
- Learn best practices, training differentiators and have useful tips on establishing new workforce training programs.
Speakers
NAHMA Presents: Key Federal Legislative Regulatory Issues Impacting Affordable Housing
- Understand the impact of federal budget appropriations, proposed renter credit and other legislation on affordable rental housing programs.
- Learn about the latest regulatory initiatives impacting the Housing Credit, HUD and rural housing programs.
- Understand real world impacts of federal legislation and regulations on communities, management companies and owners.
Speakers
Multifamily 2029: 10 Innovations that will Change Everything
- Name the technologies or trends that will disrupt the rental housing industry in the next 10 years.
- Discuss how your organization is already directly or indirectly using technologies that will disrupt the industry.
- Explain the upfront cost and potential long-term ROI of investments in the emerging technologies.
Speakers
MHPI Defining CX: How the Customer Experience is Revolutionizing Business
- Define the three parts of the customer experience (CX) and why they are important.
- Create resident communication and reputation management strategies in the mediums preferred in the digital age.
- Implement strategies to use their resources and deliver an exceptional customer experience.
Speakers
Marketing/Leasing Tech: AI, AR, Self-Guided Tours
This peer-to-peer learning experience is an opportunity to engage in creative conversations with fellow attendees who are passionate about the same issues and topics as you. Expert facilitators support small group discussions that explore a dedicated topic for each group.
Speakers
Marketing Masterminds: Building In-Demand Brands While Mastering Marketing Spend Optimization
- Learn what Google is up to as well as how to follow the hospitality and airline industries by serving up search results with influence criteria.
- Explore the benefits of investing in an optimized marketing strategy.
- Discover how big players empower brand promotion, maximize reach and capture qualified leads at lower costs across multiple channels.
Speakers
How to Profit from Trash
- Engage waste haulers to provide the specific waste data operators need to track, report and make decisions to achieve efficiencies.
- Utilize Energy Star and GRESB for benchmarking, creating an effective waste management program and becoming a best in class operator.
- Receive the tools to help them with collecting data and reporting.
Speakers
How to Leverage Big Data for Big Results
- Learn ways to predict outcomes and determine actions you can take today to drive revenue and increase efficiencies.
- Receive benchmarking tips and tools to identify opportunities for efficiency and gauge overall performance of an asset versus the market.
- Gain insights from differing perspectives on using big data to channel how you look at operations.
Speakers
Game Changer: Judi Holler
Fear is My Homeboy: How to Get Brave and Start Taking Action
Judi Holler is a professionally trained improviser and alumni of The Second City Conservatory in Chicago. She started working in the hospitality industry at the age of 13 and spent 15 years working in the convention and meetings industry, specializing in sales and marketing for companies like Marriott, Omni and Starwood Hotels before starting her company, HOLLA! Productions, in 2013.
Holler is a past president of Meeting Professionals International, Chicago Area Chapter and was named one of the 40 under 40 in the meetings industry by Connect magazine in 2015.
Speakers

Closing the Gap between Construction and Operations
- Understand the differences between new construction and renovation.
- Understand the pitfalls and best practices of construction to operations management.
- Understand the survival skills for a new service manager on a new construction project.
Speakers
Deep Sleep
Learn a proven evening routine & practical steps to achieve the best rest.
Two Minutes to Less Stress
Relax in two minutes with proven activities from yoga, massage, psychology, & psychiatry.
Opening General Session: Mindy Kaling
Upbeat, intelligent and entertaining, Mindy Kaling will set an enjoyable tone for Apartmentalize by speaking at our Thursday General Session.
Mindy came to fame as an Emmy-nominated writer and the portrayer of character Kelly Kapoor on NBC’s “The Office,” and went on to earn critical acclaim as the star, writer and executive producer of “The Mindy Project.” She can currently be seen in NBC’s “Champions,” for which she is also co-creator, writer and executive producer.
SPONSORS
NAA Exposition Grand Opening
Say What? Communication and Conflict Resolution
- Demonstrate effective communication in conflict and important conversations.
- Understand conflict's origin and resolve problems to move towards common goals.
- Understand personal accountability in communication and conflict.
Speakers
How (Un)Affordable Is Your Apartment Market?
- Understand the key factors driving declining affordability for residents.
- Identify those markets where owners and property managers can successfully push rents and those where affordability is continuing to deteriorate.
- Understand how asking rents, community locations and amenities are impacting lease-up and occupancy trends.
Speakers
Hot Topics in Fair Housing: Lightning Round!
- Identify practical, compliant responses to common but puzzling fair housing issues.
- Recognize the most common issues subject to recent fair housing enforcement actions.
- Ensure fair housing compliance in the day-to-day activities of professional apartment operation and ownership.
Speakers
Today's Top Trends in Apartment Operations
- Bring industry professionals up to date on the most pressing issues and solutions.
- Identify new approaches to common and chronic problems at the operational level.
- Understand where to find information on an issue or about a peer or supplier who could provide valuable input.
Speakers
Thought Leadership + Great Content + Social Media = #InspiredCustomers
- Explore a content accelerator blueprint that encourages your followers to participate in a discussion, contest or unique campaign.
- Learn specific strategies for building your own influencer marketing program to amplify your brand.
- Understand new features released across the major social media platforms and design ideas to create the perfect piece of content.
Speakers
Maintenance as Your Brand!
- Leave with skills to coach your maintenance team members to represent the property’s brand in a way that retains residents.
- Include ready-to-use actions to your existing procedures that improve your brand in the customer’s eyes.
- Learn how to measure the impact of your maintenance brand on the customer.
Speakers
Meeting the Needs of Today's On-Demand Resident
- Explore trends driving consumers to want on-demand everything.
- Understand the value of bringing an on-demand experience to the rental process.
- Identify opportunities within the rental process ripe for simplification.
Speakers
Dog Gone Mad!
- Understand the most current national trends relating to support animals.
- Develop strategies for handling the most common support animal issues.
- Learn HUD’s position on verification letters from online providers.
Speakers
Attract and Retain Residents in the Age of Assistance
- Examine the shift in consumer behavior and what this means for the rental housing industry.
- Consider how to use and optimize all digital marketing channels to work together.
- Understand best practices for marketing to this emerging and highly informed consumer.
Speakers
Solving the Pricing vs. Lead Generation vs. Sales Problem
- Gain expert insight into how to evaluate future demand forecasts and become more proactive in managing demand.
- Understand the multiple marketing and sales tactics (besides price changes) that can be employed to address performance issues.
- Understand how to determine whether your dollars are better spent on marketing, sales tactics or price incentives.
Speakers
Short-term Rentals: Deal or No Deal?
- Identify legal issues with the short-term rental model and how to mitigate risks.
- Explore the benefits and drawbacks of working with a short-term rental partner.
- Understand resident attitudes towards short-term rentals.
Speakers
Cooking Up a 5-Star Training from Scratch
- Learn how to weigh the costs and benefits of starting a new training program completely from scratch.
- Review emerging trends and best practices in crafting an innovative and impactful training and employee development.
- Learn how technology and the millennial workforce are requiring new strategies and tactics in employee training.
Speakers
NAA Newcomer Happy Hour (Ticketed Event)
NAA Thursday Night Party
Friday, June 28
NAA Attendee and Exhibitor Registration Open
What the Maintenance Team Wishes the Office Knew About Maintenance
- Train office teams to partner with maintenance.
- Set and communicate true expectations with residents and co-workers.
- Create a workable plan for onsite cross-training maintenance and office teams.
Speakers
The Impact of Culture on Retention and Recruitment
- Learn how you can use your culture to cultivate and develop great leaders.
- Learn how to develop a strong culture.
- Understand how culture influences your ability to recruit talent.
Speakers
Sisters Are Doing It for Themselves: Overcoming Leadership Barriers and Bias
- Identify self-defeating behaviors that may be holding you back.
- Understand how to display behaviors that will allow for more successful business relationship navigation and provide candid feedback.
- Negotiate effectively through focusing on true value added and communicate that value with candor and kindness.
Speakers
Shaping the Customer Experience
This peer-to-peer learning experience is an opportunity to engage in creative conversations with fellow attendees who are passionate about the same issues and topics as you. Expert facilitators support small group discussions that explore a dedicated topic for each group.
Speakers
Quick Meals Made Easy
Create fast, delicious, nutritious and affordable meals on the go!
SPONSORS
On the Grow! Maintaining a Solid Organization During Rapid Expansion
- Gain an understanding of aspects that can impact the successful growth of your management company.
- Identify a plan for strategic growth of your management company.
- Learn pitfalls to avoid and successes to implement in the growth of your management company.
Speakers
Mining Data and Analytics from Online Prospects to Grow Your Business
- Explore how artificial intelligence that leverages website data is converting more prospects into signed leases.
- Improve each customer’s online journey by mining website data to understand their specific needs and wants.
- Gain access to geographic and regional data to learn what amenities prospects in your area are seeking.
Speakers
Litigation Avoidance and Management Strategies for IROs
- Develop and implement risk management strategies to avoid costly litigation.
- Master dispute resolution skills.
- Learn affirmative steps you can take to minimize the time and money spent in litigation.
Speakers
Game Changer: Mary Kelly
Why Leaders Fail and the 7 Prescriptions for Success
Mary Kelly Ph.D., CSP, U.S. Navy (Ret.) is an internationally known economist and leadership expert specializing in the fields of leadership, productivity, communication and business profit growth. Kelly is a graduate of the U.S. Naval Academy and holds a Ph.D. in Economics.
She has held numerous positions in the military, including Naval Intelligence Officer, Human Resources Director, Assistant Chief of Staff Officer and Chief of Police. Currently, in her role as a consultant, she provides creative and insightful problem-solving tools that enable her to transform corporate cultures and structures.
Kelly is the author of 10 books and has been quoted in hundreds of periodicals including Money Magazine, Entrepreneur and The Wall Street Journal.
*This Game Changer session is included in the Executive Exchange Program. - This program is now sold out
Speakers

Futurecasting: Where is Technology Taking Rental Housing Next?
- Hear future advancements in lifestyle technologies designed to streamline the apartment living experience.
- Learn best practices in future-proofing apartment living technologies.
- Understand the latest advancements in artificial intelligence and how they can be applied to rental housing.
Speakers
Energy Data and Benchmarking Mandates: What You Need to Know
- Learn how to use benchmarking data to measure and improve property energy performance.
- Get an overview of areas that have energy benchmarking mandates.
- Explore green loan reporting requirements and best practices.
Speakers
All-Stars Present: Fresh, Bold & Brilliant Strategies Across the USA
- Learn effective, key strategies from across the U.S. that can improve marketing, leasing and resident retention.
- Understand how to implement techniques that can immediately impact the bottom line in occupancy, closing and retained residents.
- Learn quick and easy ideas that can be immediately implemented.
Speakers
NAA Exposition Open (with Lunch)
Avoid Office Body
Explore body-balancing exercises to reverse sitting for long hours!
SPONSORS
Behind the Scenes Chat with Mary Kelly
Join Game Changer Mary Kelly “Behind the Scenes” for an intimate and candid discussion about leadership, productivity, communication and business profit growth. Amy Smith Montoya moderates, so have your questions ready. Free signed books from Mary Kelly included.
*This is part of the Executive Exchange Program. - This program is now sold out.
When Change Happens: Turning Pain into Gain
- Broaden your scope from “what has always been” to “what could be” by responding to change with change.
- Consider areas of your market and organization that no longer respond to proven strategies and prepare to shift or revise.
- Inspire your creativity and innovation to get in front of change so you don’t get left behind.
Speakers
Social Learning…It’s Happening
- Understand the difference between social learning and social media.
- Understand why employees, who are naturally social people, are competing rather than collaborating.
- Understand the ROI of social learning.
Speakers
Developing a Culture of Maintenance
- Understand the key factors that impact property management culture as it relates to maintenance.
- Identify specific operational areas where maintenance inclusion affects the bottom line.
- Review the key elements to shift to a more maintenance centered environment.
Speakers
RETA Meeting
RETA is a voluntary self-funded and self-governed standards organization that creates universal, open standards to support the development of systems solutions for the real estate industry.
The goals of this meeting are to provide attendees with RETA goals and objectives and to discuss leadership and opportunities for you to get involved.
Maintenance Mania National Championship
Across the country, NAA affiliates host Maintenance Mania® events to recognize the top maintenance technicians in the industry. Winners from each affiliate will get a chance to qualify for a spot at the National Championship. Join nearly 1,000 spectators to watch these highly skilled maintenance technicians in this fast-paced race of skills and timing in the NAA Exposition on Friday, June 28. There are eight events, including a Pinewood Derby-style car race. Good luck to the contenders!
Brunch: Ops and Strategy Roundtable Discussion
Enjoy making some new professional connections over brunch, then have the chance to discuss operational challenges with peers across multiple organizations. How does your business strategy stack up, and how do others approach problems with which you grapple?
*This is part of the Executive Exchange Program. - This program is now sold out.
Leasing Gone Mobile: How to Disrupt the Failing Leasing Process
- Discuss the drawbacks of today’s leasing process, which include an inability to create customized prospect experiences.
- Hear the negative impacts of outdated leasing processes and the missed opportunities they create.
- Learn how to improve the leasing process and the benefits of creating mobile leasing experiences.
Speakers
Intentional Culture
- Improve employee retention and engagement.
- Improve the financial performance of your organization by having a high performing, cohesive team.
- Attract the most qualified candidates to your organization because of a culture that is highly appealing.
Speakers
From Apathy to Empathy: Mental Health in Rental Housing
- Identify the tendencies to apathy and unconscious bias and how to counter them.
- Practice specific techniques designed to increase empathy.
- Decipher potential red flags that could indicate a mental illness spiraling out of control and utilize resources to assist.
Speakers
The Hidden Truth About Flood Zones
- Explain how to determine the true risk and extent of flooding on your property.
- Demonstrate new techniques to gain a competitive advantage when underwriting/bidding on a new acquisition in a flood zone.
- Implement specific strategies to increase your NOI and property value within your current portfolio.
Speakers
Data is the New Oil: Fuel Your Marketing Stack
- Identify simple and effective strategies to understand the most important KPIs and build procedures surrounding data-driven marketing.
- Pick up on red flags in your data that will lead you to draw more accurate conclusions from your reporting.
- Explore how data is shaping apartment marketing now and how it will transform it in the future.
Speakers
Confessions of a Millennial Mind: As Taught by a Millennial
- Experience what millennial life is like growing up with the constant evolution of technology.
- Gain insight and strategies to bridge potential communication, workplace and consumer psychology gaps with millennials – both professionally and personally.
- Dive into tomorrow’s millennial world, which will be teeming with artificial intelligence-powered systems, employee robots and other significant industry disruptions.
Speakers
5 Must-Do Desk Stretches
Practice 5 office & home stretches to improve posture & prevent pain.
SPONSORS
Workshop: How to Work with and Lead People Who Aren’t Like You
Kelly McDonald is considered one of the nation’s top experts in marketing, customer service and consumer trends. Her client experience includes brands such as Toyota, Subaru, Kimberly-Clark, Nike, Harley-Davidson, Miller-Coors, and Sherwin-Williams. Kelly was named one of the “10 Most Booked Speakers in the U.S.” and she was also #1 on the list of “26 Hot Speakers” by Successful Meetings Magazine.
*This is part of the Executive Exchange Program. - This program is now sold out.
Speakers

How Smart Access Solutions are Game Changers for Rental Housing
- Break down the various challenges that come with issuing and authorizing access both traditionally and with first-gen IoT access products.
- List the different types of access needs (short term, unattended showing, etc.) and solutions that meet these demands.
- Define how this technology can enable seamless flow from exterior to interior of property while keeping property awareness in mind.
Speakers
Game Changer: Alli Webb
Women in Business
Alli Webb founded Drybar in 2010 following 15 years as a professional stylist. After leaving the professional hair workforce in 2005 to start a family, she decided to find a way to continue pursuing the creative side of hairstyling at a new-mom pace. Webb began offering weekly in-home blowout services to all her mom friends, but her little side business quickly grew into more than a part-time gig. Since 2010, Drybar has since expanded to 100 locations throughout Los Angeles, New York, Las Vegas, Boston, Dallas, Houston, Chicago, San Francisco, San Diego, Atlanta, Philadelphia, Washington, D.C. and Vancouver, BC.
Webb’s unique approach to business has earned her numerous accolades, including Fast Company naming her one of the “100 Most Creative People in Business;” Fortune recognizing her in the “40 Under 40”; and Cosmopolitan magazine featuring her on the “Cosmo 2013 Power List.”
Speakers

Enhance Your Three-Bid Process: How Strategic Purchasing Optimizes NOI
- Learn how to add to the three-bid supplier process and reduce costs by combining local, aggregated and strategic purchasing practices.
- Identify operational best practices for standardizing procurement, including reducing workload and delivering a better net operating income.
- Examine existing scope of services, compare processes among peer groups, and emerge as a market leader and company frontrunner.
Speakers
Deep Dive: The Ladder of Leadership
- Developing your personal brand.
- Apply four specific strategies to prepare for the next career opportunity.
- Understand the six key ingredients that may be holding you back.
Speakers
Deep Dive: Hacks to Delight Your Client (Owner)
- Better communicate and demonstrate value to various client (owner) types.
- Designing, communicating and executing a strategic plan for exceeding client (owner) goals.
- Construct a communication plan to focus, motivate and, evaluate team performance to reach and exceed their goals.
Speakers
Deep Dive: Don't Let Your (No) Disaster Plan Be a Failed Plan!
- Understand what’s needed to adopt a simple emergency plan tailored for any major incident.
- Develop checklists for staff with abbreviated language to follow under high stress conditions.
- Learn steps to create disaster prep awareness and training to facilitate buy-in for staff and residents.
Speakers
Culture Eats Strategy for Breakfast...and Lunch!
- Understand the power of trust in culture and discover ways to lead with trust and inspire trust in others.
- Define ways to inspire positive cultural outcomes in an organization through culture mapping.
- Identify when cultural initiatives may be going awry and how to recreate alignment in cultural authenticity.
Speakers
The Changing Face of Maintenance Teams: Recruiting, Retention & Results!
- Update your recruiting methods, locations and your candidate pool.
- Walk away with improved interviewing skills to build a better maintenance team.
- Increase longevity through more appealing career paths, company culture, training and performance plans.
Speakers
Don't Panic! Communicating in a Crisis
- Be prepared to respond to a crisis.
- Have a better knowledge of communicating with the media and other stakeholders.
- Have a plan to take back to your company and share with staff.
Speakers
A Digital Renovation for Your Technology Fixer-Upper
- Discover the new technologies to improve resident communications, operations and beyond.
- Learn how to conduct a digital audit to determine if a community that is stuck in a technology design rut.
- Hear data-driven, real-world examples about how a digital renovation can improve operations and increase NOI and ROI.
Speakers
Buff Brain
Your focus, memory, & creativity will never be the same after using these 6 brain-building lifestyle factors!
SPONSORS
Rent Payment Reporting: A Hidden Cost-Free Amenity for Properties
- Explore the significant evidence around payment reporting and how it drives positive rental payment behavior.
- Determine how rental tradeline data can arm managers with rich information to drive better decisions and boost the bottom line.
- Consider the value for residents.
Speakers
Muscle Tension Release
Release back, neck, & shoulder tension with this 30-second technique!
SPONSORS
Maintenance Decoded
- Measure the efficiency and effectiveness of their maintenance teams.
- Identify opportunities for improvement with maintenance statistics.
- Become more familiar with the actual workload of their service teams.
Speakers
10 Tips to Quickly and Efficiently Handle Your People Issues
- Assess any areas of the HR space for which they need additional guidance.
- Understand the basics of when to contact and partner with the company's HR team.
- Understand a few legal areas of employment law that lead to the most consternation in the supervisor-employee relationship.
Speakers
Friday General Session: Laila Ali
World-class athlete, fitness and wellness expert, TV host, cooking enthusiast, book author, founder of the Laila Ali Lifestyle Brand, mother of two, four-time undefeated boxing world champion, and the daughter of the late global icon and humanitarian—“The Greatest” boxing champion—Muhammad Ali. Whew! Our Friday General Session speaker defies categorization.
With speakers like Ali in the lineup, we’re getting set to inspire you at Apartmentalize. Don’t miss it! Attend this session and you could be in the drawing to win a $5,000 cash prize! You must be present to win.
SPONSORS