June 3, 2024
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.
Changing a Neighborhood and Changing Lives

The Boulevard Townhomes in Springfield, IL, is one of those feel good stories that just has to be told. The Boulevard was constructed in 1969 and contains 184-units in two-story townhome style buildings along with some apartment flats. In 2014, the Cohen-Esrey Development Group (CEDG) began negotiating for the purchase the property – then called MacArthur Park. The purchase finally closed on December 8, 2015, and the massive job of renovating the units began shortly thereafter. Affordable housing tax credits were used along with the Illinois donation credit as an additional source of funds. What was known at the outset, was the fact that this rundown property had become Ground Zero as the cause of crime and other issues in the neighborhood. The renovation process was fraught with challenges including the fact that far more units were vacated by existing residents than had been anticipated. This turned out to be a silver lining, for many of the vacating residents had been the perpetrators of crime and other mischief at the property. Gradually, as the clean-up and clean-out of the property occurred, police calls diminished. PreservingUS (PUI), our non-profit partner established an after-school program for kids using retired school teachers who volunteered to help. A community garden was created and has expanded over the years. The lengthy $9.5 million renovation was finally completed in 2017 and the current Property Manager, Trisha Parsons, was hired in early 2018. Since then, Trisha and her team have turned The Boulevard into a model affordable housing community. Occupancy runs 98% or higher with strong collections and has held the #1 position on the NPS Leaderboard for properties over 120-units since December 2021 with a current score of +96.43. Amenities include an after school program, community garden, bicycle racks, solar-powered exterior lighting, ample green space, and an expansive playground. Unit interiors have washers/dryer hookups, subway tile backsplash and black appliances, hardwood flooring, modern kitchen cabinets, and balconies/patios. Two-bedroom apartments are 950 square feet and rent for $875 per month. Two-bedroom townhomes are 968 square feet and rent for $925 per month.
Springfield is the capital of Illinois, located in the west central part of the state with a metro population of 208,000. Many of the jobs in the city center around state government which employs 17,800. Government jobs including, local, state, and county, account for 30,000 of the city’s non-agricultural jobs. Healthcare is a very large employer including the Memorial Health System, Hospital Sisters Health System, and Springfield Clinic. BlueCross BlueShield has a large presence in Springfield as well.
Trisha Parsons (2018) is the Property Manager and Carolyn Henson (2021), is the Regional Manager. Dominic Padilla (2024), is the Property Accountant and Lana Frank (2022), is the Accounting Assistant.





We welcome the following new team members to Cohen-Esrey and the Nexus 5 Group.
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Kevin McPike – Life Skills, Kirkwood, MO – Maintenance Technician
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Dris Gonzales – Preserve at Westover Hills, San Antonio, TX – Property Manager
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Tesha Smith – Preserve at Westover Hills, San Antonio, TX – Leasing Agent
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Kenneth Vance – Greenwood Estate, Peoria, IL – Make Ready Technician
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Jayquan Wash – Park at Forest Hill, Memphis, TN – Maintenance Technician
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Travis Webb – Lofton Place, Fort Worth, TX – Leasing Agent
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Marquez White – Trails at Bartram Park, Jacksonville, FL – Assistant Property Manager
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Toshema Daniels – Rosehill Ridge, Texarkana, TX – Leasing Agent
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Roshanda Blackwell – Renaissance Plaza, Texarkana, TX – Assistant Property Manager
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Shuntia Richardson – South Pointe, Dallas, TX – Property Manager
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Jocelyn Salais – South Pointe, Dallas, TX – Assistant Property Manager
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Santos Fernandez Sanchez – South Pointe, Dallas, TX – Lead Maintenance Technician
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Joel Salas – South Pointe – Dallas, TX – Maintenance Technician
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Evian Blackwood – South Pointe – Dallas, TX – Maintenance Technician
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Juan Luis Sierra del Oso – South Pointe – Dallas, TX – Groundskeeper
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Robin Junior – Pecan Ridge, Texarkana, TX – Make Ready Technician
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Carjuan Layton – Robison Terrace, Texarkana, TX – Lead Maintenance Technician
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Ryllie Hays – Pam Apartments, Pampa, TX – Resident Services Assistant

Meet the Trails at Bartram Park Team

Meet the Trails at Bartram Park team. (Front – L to R) Marquez White (2024), Assistant Property Manager, Brenda Inman (2024), Property Manager, and Kim Bell (2024), Leasing Agent. (Back – L to R) Brad Harris (2024), Maintenance Technician, Victor Brooken (2024), Lead Maintenance Technician, and Thomas Gess (2024), Maintenance Technician. The Trails at Bartram Park is a 323-unit market-rate community in Jacksonville, FL, and is managed by Cohen-Esrey Communities (CEC) for a Cohen-Esrey Apartment Investors (CEAI) partnership.


Transformational Construction
Construction continues at Cohen-Esrey Development Group (CEDG) future communities.

Second floor framing in progress at The Launchpad in Colorado Springs, CO.

Interior framing in progress at Panorama Heights in Colorado Springs, CO.

The fitness center is nearly ready at the Trails at Lehow in Englewood, CO.

The first of two buildings will be ready for occupancy by June 30 at the Loma Vista Lofts in San Antonio, TX.

Retaining wall construction has started and framing commencement is just weeks away at the Lofts at Creekview in San Antonio, TX.

Excessive amounts of rain have not been our friend at Lewis Lofts in Mankato, MN.

Sewer line replacement in progress at Astoria Park in Amarillo, TX.

The heavy equipment has been called in to the Heritage at Cottonwood Creek in San Marcos, TX

Site preparation is underway at Overlook 157 in Asheville, NC.

Cutie Time!

A wonderful thing happened for Lizzy and Jordan Darby – Theodore Tyler Darby was born on May 20!
Lizzy (2021), Level 1 Web Developer, and little Theo are in good health, and everyone is hoping for a regular sleep pattern. Theo was five pounds 11 ounces and 18-inches long. Congratulations from everyone at Cohen-Esrey on this new bundle of joy which hopefully is still the sentiment during the teenage years!


A Healthy Tip
By Jennifer Turner (2018), Director of Human Resources
Hydration Tips for Summer
Credit for the topic to Noelle Wilson (2022), RealPage/Customer Fulfillment Specialist

Summer is just around the corner (yay!!) and dehydration is more common in the summer which means we should all pay attention to symptoms. Sweating is the body’s main way of cooling down in hot weather, which can lead to dehydration.
Children and older adults are more likely to get sick from dehydration. Besides fatigue, other signs of dehydration include:
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Headache
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Dizziness
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Low blood pressure
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Loss of appetite
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Dry mouth, eyes, or lips
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Dark-colored urine
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Constipation
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Flushed skin
Drink more water in the summer. A general guideline is to drink ½ ounce of water per pound of body weight each day. People who work or play sports outdoors should drink at least one ounce of fluid per pound of body weight. The National Academies of Sciences, Engineering, and Medicine recommends that men drink about 13 cups of total beverages per day, including 100 ounces of water, and women drink about nine cups, including 74 ounces of water.
Another tip is to wear light-colored clothing. Darker clothing absorbs sunlight, so wearing breathable, light-colored clothing can help keep your body cool.
Noelle’s saying is, “If you don’t hydrate, you may die-drate!” Thanks for the reminder, Noelle, and I think you just invented a new word!



Core Value of the Month



The Importance of Relationships with Leaders to Drive Performance in Property Management
By Karen Crouch (2019), Director of Customer Fulfillment

Reflect on your career and think about a time when you worked with a leader who truly inspired, motivated, and influenced your successes. Now think about the relationship you had with that leader. Did they know your kids' names, your hobbies, maybe even your favorite food? Most likely, the answer is yes. That's because building strong relationships is essential to building trust. Trust drives performance and ensures the success of both team members and the property. When leaders focus on fostering relationships with their team, the positive outcomes are limitless.
Let's let the numbers do the talking when it comes to work environments where relationships are a priority:
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50% less turnover
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15% increase in performance and productivity
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12% increase in customer satisfaction
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76% higher engagement
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56% lower burnout
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41% decrease in absenteeism
These metrics highlight the profound impact strong relationships can have on business success. Now, let's explore some tried-and-true ways to achieve these great relationships.
Building Strong Relationships
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Regular Check-Ins: Schedule one-on-one meetings to discuss progress, challenges, and goals. These check-ins create an opportunity to give and receive feedback, address concerns, and offer support where needed. Consistent communication builds trust and shows your commitment to your team's development.
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Integrity: If teams do not view leaders as honest and open, a connection will never be made. Create an environment where teams feel they can trust your words and actions, which is fundamental for building strong relationships.
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Recognition: Celebrate the wins and do so publicly. Give credit where it is due and watch their confidence grow. Recognizing and appreciating your team's efforts boosts morale and reinforces a positive work culture.
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Empowerment: Let teams make decisions and take ownership of tasks. Relinquish some control and trust your teams to prove they can handle responsibilities. Empowerment fosters a sense of autonomy and boosts motivation.
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Support: Leadership 101 - we are here to serve our teams. Listen to your team's needs and get your hands dirty to help them achieve their goals. Providing support and resources demonstrates your investment in their success.

In property management, the success of operations hinges on the performance of the team. By fostering strong relationships, property managers can create a positive and productive work environment that drives performance. Through regular communication, integrity, recognition, empowerment, and support, leaders can inspire their teams to achieve their full potential, ensuring the success and growth of the individual and the property.


Every Day Will Be a Good Day
By R. Lee Harris (1975), President & CEO
We’ve always been told that there are no guarantees in life except death and taxes. I submit that there is one more guarantee that’s much more pleasant. We can be guaranteed that every day will be a good day . . . if we make it so. How? Read on.
Whether our day is good or bad depends upon our state of mind. By extension, we make the choice as to whether we will generally be happy in life. Doing what we do is a tough gig. There are plenty of obstacles – way too many to list here. We can allow these obstacles to eventually overwhelm us, or we can look at them as opportunities for growth and success. But how do we get our mind right to look at our challenges this way? Here are some ideas that work for me in guaranteeing that every day is going to be a good day and that I’m able to be happy about my life overall.
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Smile before answering or making a phone call. Smiling helps to release neuropeptides that counteract stress. Also, dopamine, endorphins and serotonin all go to work when we smile. So, there is a positive physiological reaction to smiling that can’t be ignored. And no doubt the conversation will be more pleasant and may result in a positive outcome – all because of a smile.
You know all those e-mails we send every day? We probably send too many because it’s such an efficient way to communicate. Yet, I find life can be pretty dull if we just keep to ourselves. I like to convert some of my e-mail conversations into face-to-face meetings or phone calls. I also find it hard to build relationships exclusively via e-mail. Thus, I build stronger relationships with the personal touch, and it makes me feel good to have human interaction throughout the day.
Express gratitude every single day. We have so much for which to be thankful. My day is more fulfilling when I tell someone how much I appreciate them and what they are doing. Gratitude helps me to feel more optimistic and contributes to building stronger interpersonal relationships.
Become centered. Life moves at warp speed for most of us. It’s easy to get caught up in the whirlwind and all-of-a-sudden things can spin out of control. Spending a few moments from time-to-time with deep breathing and visualization exercises helps to ground me and restores my calm.
I was a Boy Scout and we committed to doing a good deed every day. I know it’s going to be a good day when I do something for someone else and am rewarded with their smile. This can be as little as holding the door for another person or helping someone put their bag in the overhead compartment on an airplane.
If exercise isn’t part of your daily routine, it’s certainly worthy of consideration. A good morning workout and long walk set a pattern for the day. I feel great after sweating and burning calories. I’m able to control my weight as well as ward off stress through physical activity.

Don’t take yourself too seriously. One of the healthiest things we can do – multiple times each day – is to laugh. And if we can laugh at ourselves, that’s even better. As with smiling, laughing offers innumerable health benefits and it’s usually the result of something funny. When we take ourselves too seriously, we may become self-conscious and begin to doubt ourselves.
Do at least one creative thing every day. “But I’m not a creative person,” you say. That’s beside the point. We all can be creative at some level. Find something large or small where we can stretch our minds in a creative fashion. And guess what, you’ll find a nugget of good somewhere in the process.
Finally, be present. This can be very hard for us when we’re caught up in the fast-paced life we lead. It’s been my experience that I make fewer mistakes (that can erode the feelings of a good day) when I focus on the moment. Maybe that’s concentrating on a task at hand or something as simple as giving my full attention to someone with whom I’m meeting.
Yes, every day is guaranteed to be a good day if we take the necessary steps to make it happen. I can’t wait for my feet to hit the floor each morning because I’m stacking the deck in favor of this guarantee!


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 2024, here are the standouts with growth of 5% or more. Congratulations to each team for the progress made! Fourteen properties are on the list this month – one more than in April!




Cohen-Esrey Welcomes Kotarra Rone!

We recently announced the management assumption for the Texarkana, TX housing authority portfolio. Please meet Kotarra Rone, Cohen-Esrey’s newest Affordable Regional Manager. She will be overseeing the Texarkana, TX portfolio.
Kotarra comes to us with 14 years in the property management industry. She recently joined Cohen-Esrey through the transition of management as a multi-site Property Manager for the VCCT portfolio. She has an extensive background in LIHTC, RAD, Section 8 and residential property management. She has worked in and overseen sites and residential homes in Texas, Arkansas, Arizona, and Oklahoma. She currently holds her real estate license in the state of Texas and is working on her real estate license in Arkansas.
Outside of work, Kotarra is an avid reader who enjoys spending time outdoors, particularly ATV mud riding with her husband. As a dedicated football mom, she actively attends all sports-related practices and games with her two sons. She balances her roles of a professional leader, wife, and mother of two boys and two bonus daughters with grace and enthusiasm.
Thanks for choosing Cohen-Esrey, Kotarra! We’re excited to see the difference you will make!
Cohen-Esrey now has 13 Regional Managers with oversight for more than 13,000 market-rate and affordable units in 17 states.


Another Empowerment Story

Here is an Empowerment Story from another Justin Place (Kansas City, MO) resident, Carolyn ‘Cee Cee’ Littlejohn. Thanks to Cassie Colston (2004), Senior Regional Manager amd Assistant Vice-President, for arranging to have Cee Cee tell her story.
Being a resident here at Justin Place has brought much joy to me. I’ve resided here longer than any place I’ve lived in my entire life (20 years and counting).
Townhomes today aren’t built the way Justin Place was. They (Justin Place) are very spacious and affordable.
I designed my residence with a lot of love. It’s a blessing to me. I moved here in November 2004; moved out in May 2008; and relocated back into the same residence in June 2008. God Is Good because the same door reopened!
I am 100 % disabled and have endured many surgeries. My family says that once a medical procedure is over my words are always “I want to go home!”
In October 2018, I had quadruple bypass heart surgery. A week-and-a-half later I said it – “I want to go home!” I was told “you can’t because you will be all alone.” Long story short, I came home, healed and with God’s Grace, I was able to prepare a whole Thanksgiving Dinner with side dishes!
Here is where I thrive! I’ve packed and have been approved three different times to move. Something has always stopped me. This is home! I have a very gentle God-fearing landlord named Cynthia (Cobbins). I can honestly say I love her! I have never said this before about any landlord. She’s a very caring, very concerned individual with a lot of knowledge. Also, she is about her business! You gotta love her! 🥰
There is no other place in the world I’d rather be residing other than here, at Justin Place.
Thank you all for having me as a resident. It is very well appreciated.


Fun Photo
How about this? The Model T club in Texarkana, TX, recently brought their cars to the Lofts at the Grim and toured the building. Historic cars and an historic building – what a great combination!



Moving in the Wrong Direction


Folks – we haven’t seen an NPS this low for Cohen-Esrey Communities . . . ever. When we look at the Net Promoter Score Dashboard there are many properties that are doing a terrific job of delivering our Core Value of Customer Fulfillment. There are 52 properties with a positive NPS; 36 have a Zero NPS, and 27 properties have a negative NPS. Several of the properties with a Zero score are brand new to the portfolio and haven’t had any survey responses. Of the 27 with a negative score, five have a -100 NPS. This is totally unacceptable. Eight large market-rate assets have negative scores. Again, unacceptable. This trend toward poor delivery of Customer Fulfillment must and will change. Team members who do not do their part to put the warm blanket around the customer apparently do not understand that this is the most important part of their job.
Think about human nature. Many people who complete surveys are unhappy with something about a product or service. People who are happy often don’t complete surveys. It’s quite alright to encourage ALL residents to complete our surveys. Several Property Managers are doing just that and finding that while there are some residents who aren’t happy, many more are very pleased with our Customer Fulfillment delivery. Please take this to heart and redouble the effort to encourage more of your residents to complete the surveys.
There are bright spots. Nexus 5 at +88 continues to deliver Customer Fulfillment in an impressive manner. So does Rankin Mills at +90.00, Justin Place at +86.21, and The Boulevard at +96.92 – all who are in first place on our Leaderboards.

