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June 5, 2023

Welcome to People and Properties, the Cohen-Esrey newsletter where we celebrate the successes of our team members and keep you informed about what is happening in the Cohen-Esrey world. If you have something you would like to share or an achievement that you would like to celebrate, please send it to Lee Harris at lharris@cohenesrey.com. If you are on a property, please print and distribute this newsletter to each member of your property team. You can also find People and Properties on KnowledgeNet. Click here to view previous editions. 

Affordable Living in Jerseyville

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Brookshire Estates is a 48-unit affordable community featuring two- and three-bedroom apartments in the southwest Illinois town of Jerseyville. Cohen-Esrey Communities (CEC) has managed the property for a third-party owner since construction was completed in 2005. Community amenities include a clubhouse with computer lab and full-size kitchen, a playground, and barbeque grill with a picnic table. Unit interiors have large spacious closets and big cabinets as well as private patio/deck areas with an additional storage closet. Two-bedroom units are 875 square feet and rent from $518 to $577 per month. Three-bedrooms are 1,175 square feet and rent from $588 to $668 per month.

 

In 1827, James Faulkner, a Pennsylvania native, and his family built a small framed structure that was named the "Little Red House," in the area that is now known as Jerseyville. The "Little Red House" served as the first stagecoach station, first tavern, first school, and first bank in the immediate area. By 1834, the small settlement that grew up around Faulkner's home, then known as Hickory Grove by its residents, was surveyed and platted by two immigrants from New Jersey, John Lott and Edward M. Daly. Lott and Daly's involvement marked the beginning of a proportionally large number of merchants, businessmen and settlers from New Jersey. A meeting was called in that same year at the "Little Red House" to vote for a town name, so a post office could be established. The name of Jerseyville was chosen to honor the native state of many of its inhabitants. In 1839, Jersey County was formed out of Greene County and Jerseyville was named as its county seat.

 

In recent decades, Jerseyville has been a testing ground in the agricultural biotechnology field. Bayer (formerly Monsanto) owns and operates a facility located just south of the city, which in 1987 was the site of the world's very first biotechnology field trial – first with tomatoes and later that year with soybeans. The facility was also home to the first triple stacked corn trial in 1998, which later became a part of one of Monsanto's top-selling products. The facility was further expanded in 2008, and now consists of sixteen greenhouses and almost 300 acres of land for field testing. Today, Jerseyville is home to 8,337 people and is the county seat of Jersey County, IL, and is approximately 50 miles from St. Louis.

 

Heather Sauerwein (2010) is the Property Manager and Nicole Collins-Watson (2022) is the Regional Manager. Paige Bohling (2022) is the Property Accountant, Garrett Cook (2022) is the Property Accounting Assistant, and Rodney Chmidling (2015), is the Accounts Payable Specialist.

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We welcome the following new team members to Cohen-Esrey and the Nexus 5 Group.

  • Perfecto PuentePerry 81, Overland Park, KS – Lead Maintenance Technician (Rehire)

  • Gabrielle Cranford – Mobile Leasing Agent

  • Ricardo RodriguezSouth Pointe, Dallas, TX – Make Ready Technician

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Meet the Elmhurst Terrace Team

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Introducing the Elmhurst Terrace team in the Chicago suburb of Elmhurst, IL. L-R – Nola Bounds (2021), Assistant Property Manager, Jorgji Pazolli (2021), Maintenance Technician, Lisa Ralston (2020), Property Manager, Cherie Durrett (2022), Leasing Agent, Trey Holmes (2023), Maintenance Technician, Bennie Gates (2022), Lead Maintenance Technician, and Randy Richards (2023), Custodian. This 315-unit market-rate property is owned by a Cohen-Esrey Apartment Investors (CEAI) partnership. Congratulations to the team for such a strong showing on the NPS Leaderboard at +39.88!

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Nexus 5 Welcomes Alissa Laub

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Alissa Laub has joined the Nexus 5 Group as a Project Coordinator. Ali grew up in Boulder, CO, and moved to Kansas City in 2001. She, her husband Jason, and their two cats live in Waldo and love exploring all that the neighborhood has to offer. She enjoys playing volleyball, kayaking, and eating tacos. In her new role she is responsible for dispatching and communicating with field technicians, maintaining time sheets for the field technicians, managing customer requests, managing service projects, and scheduling and communicating with superintendents and customer. Ali has been in the property maintenance space for approximately five years and is very excited to be a part of the Nexus 5 team.

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Strang Chef Collective at The Lightwell

Strang Chef Collective is a 4,090 square foot tenant improvement project completed by Nexus 5 at the Lightwell building in downtown Kansas City, MO. This space houses two chef-driven restaurants contained in one space. These two chefs provide different food concepts. Panacea is a new American bistro, and Verde is a healthier spin that has Spanish influences. They also have a full bar available to accommodate cocktail hours. It’s in a casual, modern space that provides a beautiful restaurant experience when dining. The space includes two televisions, digital menu boards, and an integrated sound system. It also has two full kitchens, prep areas, a pollution control unit, and beautiful wood veneer wall panels.

 

“This was a very challenging project in a market with material delays and specialty items. Our team did a great job navigating these challenges along side the architect and owner’s to deliver a space we are truly proud of. Job well done!” Brent Hastings (2018), Project Manager

 

Emma Draper-Green (2018), was the Project Engineer; Charlie Green (2021), was the Superintendent, and Brent Hastings (2018), was the Project Manager, for the Nexus 5 team.

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A Healthy Tip

By Gina Long (2022), Human Resources Generalist

Men's Health Week: June 12-18, 2023

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There are many days that include awareness of different health conditions or reminders. One that comes to mind is Breast Cancer Awareness, or there are other months specifically related to women. Did you know that men’s health month is celebrated every June? Men are not as likely to have preventative screenings and checkups with their health care provider.

 

A regular physical exam is so important for your long-term health. Men older than 50 should have a yearly physical exam, and men younger than 50 should have a physical exam every three to five years. If you have a family history of any illness, it is recommended to talk with your doctor about screening more often.

 

Even if you are feeling healthy, a regular checkup is recommended to validate your health, or identify a problem in its early stages. Health isn’t only physical. Your mental and emotional health is important too! If you are struggling in those areas, effective help is available.

 

**Did you know if you are enrolled in one of our health care plans, your physical is included? You can schedule a yearly physical at no additional cost and celebrate men’s health month by scheduling your health screening today! Here’s to good health!

 

Visit https://menshealthmonth.org/ as one resource to learn about achieving healthy life!

Setting the Example

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The person you see in this photo is Karen Crouch (2019), Director of Customer Fulfillment. One of her roles and accountabilities is to oversee the operation of our Corporate Office building in Merriam, KS. We are inbetween Maintenance Technicians at the moment and what was Karen doing you may ask? She was picking up trash and pulling weeds because it needed to be done. It was not beneath her to do so and no one told her it was necessary. This is excellent delivery of our Core Values of Commitment and Customer Fulfillment. What a great example Karen is setting for all of us!

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The Revenue Growth Champions!

By Michele Rollo-Burns (2018), Director of Revenue

Each month we recognize communities that have realized stellar year-over-year (YOY) revenue growth. For the month of May 2023, here are the standouts with growth of 5% or more. Congratulations to each team for the progress made! Nine properties are on the list this month!

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Another Empowerment Story

By Noelle Wilson (2022), RealPage/Customer Fulfillment Specialist

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Noelle Wilson (2022), is a RealPage/Customer Fulfillment Specialist in the Corporate Office. Here is what she has to say about her Empowerment:

 

Around this time last year, I was in the process of updating my resume for the first time in 21 years. I’d been lucky enough to spend the last ten years as a stay-at-home mom, but I had also hit a wall and was ready for a change. It was a slightly terrifying process for me. Big changes are hard, and this was a HUGE one. I would be completely upending my family’s routine, and I was also having doubts about what I could bring to the table after being out of the working world for so long, especially with not wanting to go back into the legal field. I was about to put the whole idea on the backburner for another year when Kathleen Williams (2022), Corporate Accounting Assistant, posted about a new position at Cohen-Esrey. I finished my application, sent it in and crossed my fingers. As I interviewed with Karen Crouch (2019), Director of Customer Fulfillment, my fears about what I could bring to the table started to fall away. Cohen Esrey had literally created the perfect job for me.

 

I love the wide variety of what I do, from software support to helping residents and team members. For the first time, I feel like I’m in a position that lets me play to my natural strengths, while also allowing me to grow in my role.  My team is absolutely amazing, and everyone I work with is incredibly supportive.  I’m grateful to be able to come in every day to a job that, in the process of fulfilling other people, leaves me feeling fulfilled as well.

Core Value of the Month

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Customer Fulfillment in Action

There are many examples of Customer Fulfillment that occur across the Cohen-Esrey system every day. A resident named Vicki sent the following unsolicited e-mail regarding the Andover Park team where she lives in Kansas City, MO. 

 

“I would like to commend the ‘New’ Team at Andover Park – it’s a breath of fresh air with the management team. The Manager seems to be very professional and gives updates and information as necessary to the residents and the support team. The Assistant Manager is very personable, professional, just very helpful and kind. Stephanie went above and beyond in assisting, which speaks volumes to the importance of community engagement with residents. I was so ready to move prior to the new management team (Property Manager). Thank you for having a great team here now.”

 

Congratulations to the entire Andover Park team for delivering stellar Customer Fulfillment. The NPS for Andover Park is +64.20.

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L-R – Francisco Gonzales (2021), Groundskeeper, Stephanie Boyle (2023), Assistant Property Manager, Amario (Mario) Velazquez (2023), Property Manager, Cindy Shewmaker (2023), Leasing Agent, Mark Denk (2021), Maintenance Technician, and Delon Mitchell (2023), Lead Maintenance Technician.

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More Customer Fulfillment

Congratulations to Lori Davies (2022). Property Manager at Idlewild Estates in Poplar Bluff, MO, for hosting a well-attended resident social event that included FOOD! Another great example of delivering Customer Fulfillment! This might explain why this property is on the NPS Leaderboard with a score of +42.31!

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More Customer Fulfillment

Mark Denk (2021) Maintenance Technician from Andover Park was recognized at the Cohen-Esrey Leadership Conference as a 2022 Customer Fulfillment Award winner. Here is what was said about him during the presentation ceremony:

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This Team Member has been such an important part of the property team. He is someone that the residents can count on to complete their request right the first time and not have to go back. He always has a smile on his face and takes the time to say “hello” to the residents and interact with them. The property has received numerous NPS surveys that specifically mention Him and his outstanding service. Just a few of the comments are, “This is hands down the best maintenance guy we have ever had. He truly cares about his job and goes above and beyond.” “He is always very respectful and goes the extra mile to help!” “ 10 stars all the time! He is excellent at his job and is very knowledgeable about all aspects of any repair or maintenance job that I have requested.” These are just a few of the comments from the 14 surveys that we have received over the past 12 months that specifically give a shout out to this individual. This Customer Fulfillment Award goes to Mark Denk.

Noelle Wilson (2022) RealPage/Customer Fulfillment Specialist from Corporate was recognized at the Cohen-Esrey Leadership Conference as a 2022 Customer Fulfillment Award winner. Here is what was said about her during the presentation ceremony:

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As we all know, customer fulfillment is at the very heart of what makes a business successful. And in a world where competition is fierce and customers have an abundance of choices, creating value through relationship building is the only way to set ourselves apart from our competitors.

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This nominees’ tireless efforts to listen, empathize, rationalize, research, and communicate with customers and property teams alike have led to many amicable resolutions for our valued customers. No matter the volume or the nature of the calls that she takes, the smile on her face and the smile in her voice are unwavering. Her dedication to creating positive customer experiences has earned her a reputation as a trusted advisor and confidant to many of our customers.

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What sets this nominee apart is her ability to build strong relationships with customers. She is known on a first-name basis by many of our customers, and many of them personally seek her out because they know they will be treated fairly and responded to promptly. Her impact on our customers' lives is immeasurable, and her unwavering commitment to creating exceptional customer experiences is a true inspiration to us all.

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This nominee sets the Customer Fulfillment bar high, and she is a constant reminder of how much of an impact one human can have on so many lives. Her contributions to our business have been invaluable, and she truly deserves this award.

And One more...

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Pam Weatherford, (2016), Property Manager for Freedom Place in St. Louis, MO, hosted a Saturday Game Day for the residents. Approximately 18 residents and guests attended and enjoyed a nice meal and great fellowship. One of the residents named Greg (white shirt and hat in the photo) planned the activities. He made the beans, greens, corn bread, heated up the casseroles and prepared the lettuce for the salad – and he also hard-boiled eggs for the salad. Greg shared with Pam that this was his birthday party. He said that he is grateful to be alive and he is grateful to have a safe place to stay. He was engaged in risky behavior and had a stroke about a year ago and has really turned his life around. He has been working on restoring relationships with his daughter and granddaughter.  Greg wants to give back to the community and hosting this event is his way of doing so.

 

The third-party ownership group allowed Pam to spend money for resident retention and underwrote part of the cost and St. Patrick Center donated the chili casseroles. Clearly, the residents enjoy living at Freedom Place as evidenced by an NPS of +85.45! Way to go Pam!

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The Cities of Cohen-Esrey

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To date we have featured St. Louis, Topeka, KS, Wichita, KS, Springfield and Joplin, MO, in our series on the Cities of Cohen-Esrey. In this issue we’ll focus on San Antonio, TX, where Cohen-Esrey has been a more recent participant in the market. CEAI has acquired three market-rate properties in San Antonio (one was recently sold), and CEDG is in the process of developing five affordable/workforce properties, one of which was completed in 2022. The cumulative portfolio for the company is right at 2,000 units including a new development in San Marcos, TX, 50 miles away.        

 

San Antonio has a metro population of 2.6 million people, and between 2020 and 2022, the population grew at a faster rate than any other major U.S. city as defined as those with one million or more residents. The city welcomes approximately 34 million visitors annually with hospitality being one of the top five industries contributing nearly $14 billion to the local economy annually and employing 122,500. San Antonio has the largest marine-life park in the world and the Alamo is by far the most famous and most visited attraction in the state of Texas. The River Walk is also a popular tourist destination as the San Antonio River winds through the downtown area and is lined with shops, restaurants, and entertainment venues including meandering boat rides.

 

San Antonio has a diversified economy that focuses primarily on military, health care, government, professional and business services, oil and gas, and tourism. It is the headquarters of four Fortune 500 companies including Valero Energy, USAA, iHeartMedia, and NuStar Energy. H-E-B, the 13th-largest private company in the U.S. is also headquartered in San Antonio. The city is home to several active military installations including Lackland Air Force Base, Brooke Army Medical Center, Randolph Air Force Base, and Fort Sam Houston. The five-time NBA champion San Antonio Spurs are the pride and joy of the community.

Shooting for the Stars!!

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Look at this! On January 2, 2023, the Cohen-Esrey overall Net Promoter Score (NPS) stood at +35. As of June 2, 2023 – just five months later the NPS stands at +40! This is incredible progress – five whole points in five months! One of the reasons for this success is the fact that team members are paying attention to the little things that make such a big difference for our residents. A warm smile and kind greeting, following up on maintenance requests to determine if the resident is happy, wonderful resident activities and events that are happening everywhere – it all adds up to Customer Fulfillment. We are especially thrilled that 29 of our communities have a Leaderboard NPS of greater than +40. WOW! Congratulations to everyone who has contributed to this success. At this rate, we should achieve and surpass our Vision 2026 goal of +50.

 

Finally, let’s congratulate the team at Nexus 5 as they continue to rock the NPS world at +89! We also want to recognize the Summit at Osage at +96.92, Orchard View at +96.97, and The Boulevard at +93.17 for topping their respective Leaderboards! And we should point out that Clay Hall in second place on the 50-units or Less Leaderboard has an NPS of +93.10, and The Landing at 818 is in second place on the 51 – 120 Units Leaderboard at +91.30. Five properties now with an NPS of +90 or better!

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People and Properties

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