Student Handbook | 2013 - National Church Residences

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National Church Residences University | Student Handbook | 2013
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At National Church Residences, we are committed to providing our staff with the
training and support they need to perform their best. This commitment is why we
require staff to participate in continuing education through the National Church
Residences University. We understand the challenges our staff face in the workplace,
and it is our job to ensure they are armed with the tools and resources they need to
succeed. This investment into our employees is a reward to our staff and evidence of
our vision to have the best educational curriculum in the affordable housing industry.
Mark Ricketts
Corporate Chief Operating Officer
National Church Residences University
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Table of Contents
Section Page
Introduction 4
Curriculum 13
General Curriculum 12
College of Housing 21
Service Coordination Institute 34
College of Health Care 39
General Student Information 41

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National Church Residences understands that property management and health care
professionals in today’s workforce are more challenged than ever before. In order
to meet these challenges and to ensure a high quality of care for our residents, we
developed the National Church Residences University as an organization-wide internal
training program that provides all employees with consistent training across the
company in the areas of leadership, management and more. Its curriculum is designed
to promote individual
performance development in the “core competencies” for each position within the
organization.
NCRU provides a fully integrated approach to learning by offering distance learning
courses online and through regional and national classroom seminars. Each course is
fully certified by the company and course credits are awarded. Completion of NCRU
coursework affects annual performance review, pay consideration and company-wide
promotion
opportunities.
NCRU Goals
NCRU is designed to answer the immediate and future education and professional
development needs of all employees by developing curriculum that is interactive and
reflective of specific community, regional and company goals.
The education department seeks to provide and develop educational curriculum that
positions National Church Residences as a leader in the field of employee training and
development and will propel the company into the future by ensuring all employees
are on the cutting edge.
NCRU Introduction
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NCRU Introduction
Benefits of the NCRU
The biggest benefit of the NCRU is the consistent training provided across the
company. As a result, employees who receive training in one part of the country may
become qualified for positions that become available elsewhere in the company. In
addition, all National Church Residences employees are considered for additional
opportunities based on professional development plans and achievement of course
credits. Our company goal is to promote from within whenever possible; and we
actively encourage employees to pursue additional opportunities within the company.
NCRU Instructors
NCRU instructors are Certified Training Associates (CTAs) and are dedicated to teaching,
training and improving the skills of National Church Residences employees. CTAs are
typically internal employees that have obtained the CTA designation. All instructors
have received specialized training in the field they are instructing and fully understand
the adult learning process. In addition, courses and career development tracks to
obtain the CTA designation are available through the NCRU.
The NCRU provides courses
specific to certain job titles. For
example, property
managers must complete
courses in marketing and leasing,
telephone techniques and more.
In addition, other courses in
leadership, management and
conflict resolution are offered to
help employees develop the skills
they need to be successful in the
workplace. Upon
enrollment into the NCRU, each
employee is given an individual
development plan.
In addition to required courses
in a students’ individual
development plan, all employees
must attend an orientation course
designed to introduce them to
the company and its mission,
vision and values. This course
also provides employees with
information on
company procedures, HR
practices and employee
expectations.
OFFERED
TYPES OF COURSES
“At National Church Residences, we are committed to providing
our staff with the training and support they need to perform their
best. This commitment is why we require staff to participate in
continuing education through the National Church Residences
University. We understand the challenges our staff face in the
workplace, and it is our job to ensure they are armed with the
tools and resources they need to succeed. This investment into our
employees is a reward to our staff and evidence of our vision to
have the best educational curriculum in the affordable housing
industry.”
Mark Ricketts
Corporate Chief Operating Officer
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Types of Courses Offered
The NCRU provides courses specific to certain job titles. For example, property
managers must complete courses in marketing and leasing, telephone techniques and
more. In addition, other courses in leadership, management and conflict resolution
are offered to help employees develop the skills they need to be successful in the
workplace. Upon
enrollment into the NCRU, each employee is given an individual development plan.
In addition to required courses in a students’ individual development plan, all
employees must attend an orientation course designed to introduce them to the
company and its
mission, vision and values. This course also provides employees with information on
company procedures, HR practices and employee expectations.
National Church Residences Basics
National Church Residences Basics is a modular performance improvement system that
develops the management skills needed for strategic focus, program compliance and
competitive success. It includes competencies that enhance business decisions,
communications and accuracy in reporting.
National Church Residences Basics competencies benefit all levels of employees. The
modular structure allows training to be matched to the organization’s needs. All
modules are based on the most current understanding of adult learning. Participants
play an
active role in discovering, applying, practicing and personalizing key concepts.
In addition to these online modules, we offer Online Learning Teams. Online Learning
Teams create a learning environment that facilitates collaborative learning and
provides practical application. Through Online Learning Teams, students have access to
online meetings with other students and a certified training associate. The CTA is able
to help students connect concepts to daily work life. Research shows that collaboration
with other people in a similar situation increases retention and skill development.
Online Learning Teams help provide students with this environment, therefore
enabling more effective learning experiences.

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Company-wide Orientation Programs
After joining National Church Residences, new employees attend an online orientation
program that provides them with a better understanding of who we are as an
organization and how our work impacts the lives of the people we serve. The
orientation program includes a history of our organization, the National Church
Residences Way and our person-centered care system.
The history of our organization portion details National Church Residences’ milestones
since its humble beginnings in 1961. The National Church Residences Way provides
employees with in-depth information on the National Church Residences brand, what
it means and how employees can live the brand through their everyday work actions.
The program provides basic information on branding and the important role internal
branding plays in a company’s overall success. It focuses on the importance of
ensuring employees’ personal brands are in line with the National Church Residences’
brand, mission, vision and core values. The person-centered care portion helps new
employees learn more about all of the services we offer and the benefit of providing a
person-centered care system. Our care system includes adult day health, home health
care, service coordination, aging at home medical practice and more. Our holistic
approach to health care and services results in the best possible care for the people we
serve.

Types of Courses Offered

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NCRU Partners
As part of our mission to bring students the most cutting edge curriculum available,
NCRU regularly partners with leading employee training providers to help us expand
the training we offer. Our partners include MindLeaders, Care2Learn and Achieve
Global.
MindLeaders
MindLeaders is an international learning company with more than 25 years of
experience
designing e-learning programs that promote the success of people and companies.
NCRU has partnered with MindLeaders to offer a library of courses that support
employees’ personal and professional development. Courses available through this
series cover topics ranging from software skills and leadership to workplace safety and
business compliance.
Care2Learn
Care2Learn is the leading provider of online education in the senior care industry.
Care2Learn delivers the latest information on the hottest topics in healthcare in a
compelling, interactive format designed specifically to help our employees learn
quickly and easily. Care2Learn offers decades of experience in long-term and post-
acute care. This experience provides our students with the highest quality information
on all the topics that affect the residents and clients we serve.
Achieve Global
Achieve Global is an award winning leadership training company with more than 40
years of experience in professional management training. Through Achieve Global,
we offer students access to leadership modules in the Genuine Leadership series
covering topics from basic leadership principles to management interactions. Effective
leadership is essential in the workplace. With an ever changing economy, it is critical
for all employees from entry-level to management to have the necessary leadership skills
they need to propel the organization forward. As the nation’s leader in senior housing and
services, it is critical for us to develop employees to be leaders in their respective fields.
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Learning Approach
The NCRU provides an integrated approach to learning by blending face to face
instruction with web-based training.
Classroom Training
Taught by Certified Training Associates, classes are offered throughout the year at
National Church Residences training centers nationwide. Most of these classes are
structured in modules and take place over the course of six to eight hours.
Online Self Study
We understand the demand of property management and health care professionals;
therefore we provide a training solution that meets the schedule of all employees. Our
solution is e-learning modules. These modules can be accessed anywhere anytime
online.
Virtual Classroom
Classes offered in a virtual classroom are instructor led and give students the ability to
ask questions and interact with other students. These courses are recorded and can be
viewed online at any time.
Curriculum
General Studies
College of Housing
College of Service Coordination
College of Health Care
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Pre-Requisite Program
Transformational Excellence New Employee Orientation
Online Training
This online course is designed to help new employees connect with National Church
Residences.
Learning Objectives
s Learn the history of National Church Residences as well as its mission, vision and
core values.
s Identify the various services in the National Church Residences person-centered care
system and its value.
s Review the National Church Residences Way
s Define Transformational Excellence and what it means to be a member of our organization.
s Review the opportunities you have to strengthen our reputation through your interactions
and relationships.
Privacy Act and Security Awareness Training
Most employees at National Church Residences handle and make decisions regarding a
resident’s sensitive information. Therefore, our employees play an important role in
protecting the privacy rights of our residents. It is essential for all employees to fully
understand the basic requirements of the Privacy Act in order to make well-informed
decisions about individuals.
General Curriculum
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Access 2007
This series covers how to use Access 2007
in order to create, modify and access data-
bases. It shows the student how to use the
ribbon-based Access 2007 interface as well
as how to build tables, forms and reports.
Students will also learn how to use queries
and filters to sort through data.
Access 2007 Advanced
This series explores some of the more pow-
erful abilities of Access including pivot
tables and charts, graphs, forms, security,
multi-table and crosstab queries, macros
and more.
Budgeting and Saving
This series is designed to teach money man-
agement and investing skills to help the
average consumer make smart investment
and money management decisions. The
series is for students who wish to learn how
to control debt, choose credit and banking
accounts wisely and create a solid plan for
retirement.
Building Relationships
This series helps teach students how to
build connections with co-workers and
industry peers in order to improve business
relationships. It also helps students learn
how to
communicate clearly and effectively with
different types of people.
Business Ethics
This series provides a on how to make
sound business decisions emphasizing the
need for people to prepare in advance for
ethical dilemmas. The series takes an hon-
est, realistic view of how managers can help
improve ethical behavior in the rushed,
output-driven business environment.
Career Development (Videos)
Our career development programs help
students set goals, create an effective career
plan and manage their own professional
development and growth.
Coaching (Videos)
Our coaching programs teach students to
become a mentor to their employees. We
also teach students how to help their em-
ployees make career decisions, acquire new
skills and enhance their professional perfor-
mance.
Communicating with Power
In today’s work force, it is critical to be able
to work with a variety of different people.
Often times how well you perform your
Skillsoft Software and Business Skills
General Curriculum
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job depends heavily on the work of others.
Because of this, it is important to learn how
to persuade and influence others. In this se-
ries, students learn how to spark action and
motivation among co-workers, especially
among those not in a direct line of com-
mand.
Communication (Videos)
Effective communication sets the founda-
tion for individual and organizational suc-
cess. Our communication programs focus
on building the critical communication skills
you need to succeed in the workplace.
Customer Service
This series is designed to help students
learn the skills necessary to provide great
customer service. Concepts covered include
defining company-wide customer service
standards, strategies for effective communi-
cation and effective problem identification
and resolution.
Customer Service (Videos)
Understanding your customers is key to pro-
viding the highest quality customer service.
It is imperative to be accessible, listen to
concerns and resolve problems quickly and
effectively. In our customer service videos,
we teach students these fundament skills
and how to achieve total customer satisfac-
tion.
Dealing with Difficult People
In this series, students learn different strate-
gies on how to work with varying personali-
ties in the workplace. Students gain insight
into analyzing situations, determining the
best courses of action and resolving prob-
lems.
Emailing Your Way to the Top
Email is an essential workplace communica-
tion tool. Therefore, it is crucial we use it
appropriately and effectively. In this series,
students learn how to build effective email
subject lines and messages that are both
effective and respect office etiquette. This
series also teaches students about email
safety including information on viruses,
phishing and how to think about email con-
fidentiality and legal security.
Effective Business Communication
This series teaches students the necessary
skills needed for effective communication
in a business setting. Students learn how
to prepare for a writing task and the strate-
gies and skills necessary for effective word
choice, sentence building and paragraph
design.
Effective Presentations
Public speaking is a valuable skill set in the
workplace. This series provides students
with the tool and resources they need to
General Curriculum
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prepare and deliver more powerful presen-
tations.
Excel 2003
This series is designed for beginning and
intermediate Excel users. This series teaches
students how to create and edit spread-
sheets and about the Excel interface and
navigation bar. The series also teaches stu-
dents about, values and formulas, printing,
formatting, creating charts and databases
and using images and hypertext in a
spreadsheet.
Excel 2007
The Excel 2007 series introduces students to
the newly designed ribbon interface of
Microsoft Excel 2007. It provides a basic in-
troduction to Excel including entering and
editing cell data, selecting cell ranges and
formatting worksheet data. Students also
learn how to print worksheets, add com-
ments, complete basic calculations and
formulas and create charts using Excel 2007.
Excel 2007 Advanced
The Excel 2007 Advanced series teaches
students how to apply filters, use formulas
and analyze data. Students are able to apply
their knowledge to create complex business
applications and analyses in Microsoft Excel.
Finance (Videos)
Knowing and understanding the principles
of finance is essential for organizational
success. People who have strong financial
analysis abilities can enhance their organiza-
tion’s value in the marketplace. Our finance
programs focus on the principles and strate-
gies of finance and how you can help sup-
port the financial goals of your organization.
Fundamentals of Business Manage-
ment
The Fundamentals of Business Management
series provides students with the basic
theories, skills and tools they need to im-
prove their performance as managers.
Grammar
This series is designed for users who want to
improve their grammar skills in a business
setting. It examines sentence structure in
detail including parts of speech, subject and
verb agreement, use of pronouns and ir-
regular verbs. Punctuation is also discussed
including the proper use of apostrophes,
quotation marks, capital letters, numbers
and abbreviations. Advanced topics include
pronoun types, adjectives and adverbs, co-
lons and semicolons and modifiers.
General Curriculum
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Innovation in the Workplace
Creativity is a critical skill that can help you
find unique solutions to problems. This se-
ries helps students build their creativity and
learn how to apply that creativity to their
everyday work life in order to provide solu-
tions and produce results.
Internet Explorer 6
This course teaches students how to use
Microsoft Internet Explorer 6 to browse the
Internet and to send and receive emails us-
ing Microsoft Outlook Express.
Internet Explorer 7
This series introduces students to the new
look and features of Internet Explorer 7. Stu-
dents are able to securely use this updated
web browser to perform searches, print
documents and access digital content.
Introduction to PCs
This series is designed to introduce students
to personal computers. Students are able
to learn what a PC is and what an operat-
ing system is. They will learn basic com-
puter skills such as turning a computer on,
logging on to Windows and working with
various files. Students also learn how to
identify and use the major components of
a PC including: disk drives, monitors, mice,
keyboards, and printers.
Leadership (Videos)
When leaders create and communicate their
vision, inspire others, implement strategy
and champion change, organizations thrive.
Our leadership programs will help you
develop your leadership skills and give you
the ability to create an environment of trust,
credibility and integrity.
Leading Teams (Videos)
Strong teams are instrumental in achieving
business goals. Our leading teams programs
teach students how to create motivate and
manage various types of teams to boost
productivity and achieve positive results.
Management (Videos)
Our management programs provide stu-
dents with the skills they need to hire,
develop, motivate and retain the right tal-
ent. Our programs integrate information on
both
management and leadership skills to pro-
vide a dynamic training that equips current
and future managers with the skills they
need to succeed.
General Curriculum
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Management Skills Introduction
This series teaches students the core man-
agement skills necessary to exceed in the
workplace. Students are able to apply their
knowledge to the successful management
of projects, people and time.
Managing Change
Change is inevitable; and the leaders of
an organization must guide their teams
through the change process and to provide
the critical leadership needed to ensure
people
effectively manage the change. This series
teaches managers the three essential leader-
ship skills they need to effectively manage
change.
Managing Within the Law (Videos)
This series guides students through the criti-
cal laws that can affect everyday work life
such as work place discrimination, harass-
ment and the hiring and dismissal of em-
ployees.
Motivation
This series is designed for those interested in
improving their skills in coaching and
motivating employees. It focuses on how to
provide motivation to employees. It dis-
cusses developing a vision, a common goal
and direction for workers. Topics covered
include how to use effective communication,
conduct meetings and encourage creative
problem-
solving. It also discusses how to reward ef-
fort and correct mistakes without damaging
motivation. Other topics examined include
time and stress management and
building trust.
Motivation Methods and Strategies
This series provides insight into how to moti-
vate a team in the workplace. It also provides
students with the principles for leading and
coaching employees and methods for
motivating a team through rewarding top
performers, correcting weaker performers
and building trust. Students also become
familiar with established psychological theo-
ries that support these motivational strate-
gies.
General Curriculum
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Negotiating
This series presents strategies on how to
negotiate in business and in everyday life
situations. It covers techniques for develop-
ing a negotiation plan, evaluating the
opposition and taking advantage of body
language, props, timing, questions and
correspondence. It also presents strategies
for gaining control in negotiation situations
and effective methods of getting past ob-
stacles and closing a negotiation. Several
everyday negotiation scenarios are explored
with tips for effective negotiation tech-
niques to apply to each situation.
Office 2007
The new Microsoft Office package offers a
new interface known as the Ribbon. In this
module, students learn what new com-
mands are available And how to optimize
these changes for maximum productivity.
Outlook 2007
Outlook is the most common email appli-
cation in the world; and it includes many
features beyond just email including the
calendar, tasks lists and contact information.
This series examines all of these features
and they interact with one another.
PowerPoint 2007
In this module, students learn how to effec-
tively use PowerPoint 2007 to create dy-
namic presentations that are both effective
and visually appealing.
Project 2007
This series teaches students how to use this
tool to save time and maximize productivity.
Students learn how to build schedules, com-
municate effectively with team members,
chart progress and keep track of budget
and project materials.
Project Management
This series provides a detailed examination
of project management concepts and
strategies. It discusses the seven compo-
nents of a management system and the five
phases of the project life cycle. Students
learn the tasks involved in project manage-
ment including developing the work break-
down structure, estimating and scheduling
resources,
scheduling computations and tracking proj-
ect activities. In addition, the project man-
ager’s role is explored in detail.
General Curriculum
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Project Management from a People
Perspective
This series focuses on the people required
to complete a project. Students are able to
develop a deeper understanding of the
skills required to build a team, lead a team
and influence team members across depart-
ments.
Sarbanes-Oxley Act
This series provides students with an over-
view of the Sarbanes-Oxley Act of 2002.
Students learn the guidelines for making
company policies, procedures, systems and
controls
Sarbanes-Oxley compliant. Students also
learn about management certification
responsibilities and noncompliance penal-
ties under the Act.
Sexual Harassment in the Workplace
This series educates managers and non-
managers about the potential causes and
effects of sexual harassment in the work-
place. It also looks at the elements that de-
fine behavior as harassment and methods
that can be used to prevent sexual harass-
ment from occurring. Finally, this series
provides ways to deal with any situation if it
arises. As of August 7, 2007, the MindLead-
ers Sexual Harassment in the Workplace
courses comply with the following legisla-
tion: California: Government Code 12950.1
(AB 1825),California Code of Regulations
7288, Connecticut General Statute Section
46a-54-204 and Maine Revised Statute, Title
26, Section 807.
SharePoint 2007
SharePoint 2007 is a content management
system used to share internal documents
and information. This series helps students
learn the fundamental skills they need to
use SharePoint 2007 including learning how
to share documents and data and, collabo-
rate on projects.
Six Sigma (Videos)
Six Sigma is a strategy and methodology for
improving the performance of an
organization, focused on fact-and data
based decision making. These programs
explain the basic principles of the Six Sigma
process and the steps for successfully imple-
menting it in an organization.
Stress Management
Stress is among the most common and
harmful issues facing people in the work
place. In this series, students learn the infor-
mation, practices and exercises necessary to
understand, control and reduce stress.
General Curriculum
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Teams that Work
This series teaches students the practical
methods for establishing and maintain-
ing teams that maximize the collective
strengths of their members. Students also
learn and acquire valuable team leadership
skills.
Time Management for Maximum Pro-
ductivity
This series introduces students to the most
important rules of time management. The
program includes information on how to
get more done while making the biggest
impact possible.
Word 2007
This series guides students through the ba-
sic principles of using Microsoft Word 2007.
documents. It shows you how to use the
Ribbon-based Word 2007 interface, how to
create and format documents, and how to
add lists, tables, and images to your docu-
ments.
General Curriculum
college of housing
When it comes to property management, you’ll find the industry is constantly growing and changing. Property
managers are faced with a range of unique daily challenges - from marketing and buiding relationships to core
property management competencies. The College of Housing was developed to keep up with emerging trends,
rules and regulations and to ensure managers and maintenance staff are continually developing their skills
across all aspects of the property management sector.
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Management Essentials Quick Steps
Moving the Money and Transferring Funds
Online Training Only
This Management Essentials Quick Step course has been designed to guide property
managers through the process of transferring funds from the rental agency account to
the operating account.
Learning Objectives
s Differentiate rental agency account from operating account
s Identify and select steps to transfer funds from the rental agency balance to the
operating account using the Global Payments System
s Recognize Rental Agency Balance
s Validate transfer from rental agency account to operating account
s Obtain Operating Account balance
MOR Readiness and Response
Online Training Only
A MOR (Management Occupancy Review) is the on-site management and occupancy
review of a multifamily housing property. All properties receiving subsidy through the U.S
Department of Housing and Urban Development (HUD) must undergo a MOR
annually, except in the event of extenuating circumstances beyond the control of the
Contract Administrator (CA), Performance Based Contract Administrator (PBCA), or HUD.
The purpose of this course is to ensure management personnel are well-trained on
subsidy program regulations. During the preparation period leading up to the scheduled
on-site inspection and review, the property is requested to gather a number of
documents and supply them to the MOR reviewer on the date of the scheduled
inspection. This training is designed to prepare you for this request.
Housing Curriculum
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Learning Objectives
s Define the purpose and details of the Management Occupancy Review (MOR)
s Identify the most common findings
s Ensure quality preparation for the MOR
s Understand what to expect on Inspection Day
s Understand what to expect after the inspection
s Determine the appropriate response/appeals process
Processing Reserves
Online Training Only
Managing a National Church Residences property requires overseeing the operating and
on-going expenses as well as reserve eligible expenses of a property. This course guides
students through identifying reserve eligible items and managing invoices and paperwork
to ensure timely and accurate payments. A reserve eligible item can be paid from the
operating fund or from a reserve fund, which is a separate account used for non-operating
expenses. A reserve fund is generally used to help defray the costs of: making major
repairs, replacing or improving building fixtures, mechanical systems or components or
adding, repairing or replacing building furnishings. Invoices for reserve eligible items,
whether they are paid from the operating fund or reserve fund, are paid from a Reserve
Voucher Form through the Reserve Coordinator.
ePay
Online Training Only
National Church Residences properties receive invoices from vendors for products and
services on a daily basis. This tutorial will cover the four stages of managing invoices, with
an emphasis on processing vouchers using ePay, National Church Residences’ online
invoice processing system.
Learning Objectives
s Set up an approved vendor
s Create a voucher (from an invoice) or debit memo (from a credit memo)
s Understand proper coding procedures
s Maintain files
Housing Curriculum
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Remote Deposit Capture Tutorial
Online Training
This course demonstrates how to successfully use the Remote Deposit Service, which allows
a user to scan checks and transmit the scanned images and/or ACH-data to a bank for
posting and clearing.
Basics for Maintenance and Management
REAC
Online Training
This seven module training series teaches students how to identify property deficiencies
including Health and Safety deficiencies that are critical to a REAC score. Each course covers
the areas of a property the REAC inspector will evaluate.

Learning Objectives
s Assist in completing the PRE-REAC inspection in preparation for the REAC
Physical Inspection
s Understand how to inspect and assess the readiness of the property and units
s Maintain the property (interior and exterior) year round, based on REAC requirements
Modules
s Site
s Exterior
s Systems
s Common Areas
s Units
s Health and Safety
s Compilation Bulletin
Housing Curriculum
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Basics for Leasing and Management
Fair Housing
Instructor Led Training
Online Training
The National Church Residences Basics Fair Housing course focuses on the Federal Fair
Housing Laws prohibiting housing discrimination based on the following characteristics:
race, color, religion, national origin, gender, familial status or disability.
Learning Objectives
s Define the Fair Housing Act and the protected classifications
s Explain the Federal Fair Housing Provisions
s Follow guidelines for Fair Housing compliance and documentation
s Demonstrate how to effectively manage common situations
Marketing Your Community
Instructor Led Training
Online Training
Implementing quality marketing plans and specific strategies allow us to attract and retain
our residents. This course is designed to provide students with the tools need to develop and
implement various marketing strategies and tactics.
Learning Objectives
s Understand core marketing concepts
s Understand the concept of mass, product variety and target marketing
s Understand competition and how to measure performance
s Ability to complete and compare the market survey and grid comparison/adjustment
Housing Curriculum
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Developing Telephone Techniques
Instructor Led Training
Online Training
One of the most important tools in our industry is the telephone. This course focuses on
providing students with the tools and resources they need to be successful on the phone
and provide prospective residents with the information they both need and want.
Learning Objectives
s Review National Church Residences telephone etiquette, skills, standards
and expectations
s Enhance telephone skills by applying the 5-Step Process
s Develop tools that assist in applying what you learn when you return to
your community

Tailoring the Tour and Close
Instructor Led Training
e-Learning Training
Every customer contact is an opportunity to lease an apartment, to build your waiting list,
or to talk about the positive work National Church Residences does. This course focuses on
the tools and techniques needed to meet leasing goals.
Learning Objectives
s Review the National Church Residences leasing attitude, skills, standards
and expectations
s Enhance leasing skills by applying the 5-step process in person
s Develop the skills necessary to apply techniques learned in the classroom on the job
Systems and Paperwork
HUD and LIHTC Training
Instructor Led Training
Online Training
In this course, students learn how to complete an applicant interview and process a rental
application. The course also covers the verification and certification process and all other
related aspects of leasing an apartment home.
Housing Curriculum
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Learning Objectives
s Establish quality controls
s Define program terms and benefits
s Understand how to verify applicant interview
s Conduct applicant interviews
s Determine eligibility
s Certify the resident
s Practice calculations
Move-In Resident Relations
HUD and LIHTC Training
Instructor Led Training
e-Learning Training
In this course you learn how to accurately complete and communicate the terms of a lease
to a new resident. You also learn how to file the required compliance paperwork.
Learning Objectives
s Develop a move-in orientation process
s Review the lease and paperwork
s Create and maintain resident files
s Practice win-win problem solving
s Design a resident retention program
Move-Out Recertification
HUD and LIHTC Training
Instructor Led Training
Online Training
As critical as it is to attract new residents, it is equally as important to retain current
residents. This course focuses on turning a resident move-out into a positive situation using
the five-step process. It also focuses on turning the move-out into a possible renewal.
Housing Curriculum
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Learning Objectives
s Learn how to turn the move-out into a renewal
s Understand the recertification process
s Comply with program requirements
s Create a smooth transition for the resident
s Define turnover and scheduling practices
Management Essentials
Financial Performance
Instructor Led Training
It is critical for operational budgets to be written effectively and maintained efficiently. To
ensure this, National Church Residences has established strict policies and procedures for
everyone involved in the budget development and financial management process. This
module guides students through the critical steps of this process.
Learning Objectives
s Select proper coding for expenditure from National Church Residences ePay chart
of accounts
s Understand the needs of a property and its impact on the financial picture
s Interpret the general ledger detail and the operating statement
s Understand the different National Church Residences key financial
performance indicators
s Know where to find information that is useful to helping manage financial
performance goals
s Complete a quality variance report
s Effectively communicate the financial performance of a property and provide insights
and solutions to management personnel
Housing Curriculum
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Developing a HUD Budget
Instructor Led Training
Learning Objectives
s Be able to prepare documentation to aid in budget development
s Be able to prepare the National Church Residences payroll and budget templates
s Communicate a proposed budget and appropriate submission requirements
s Be able to organize and submit a budget for regional portfolio leader approval
Learning Objectives
s Ensure viability of the property
s Ensure owner’s interest is protected
s Ensure sufficient operating income is available
s Ensure a decent, safe and sanitary housing is available

National Church Residences Audit Readiness
Online Training
Throughout the fiscal year, each property must submit a number of documents to the
central office accounting coordinator for review. These documents must be submitted
within two weeks a request is made. This series is designed to prepare managers for
this request.
Learning Objectives
s Define the purpose of the central office accounting audit
s Identify common findings
s Ensure quality Preparation for the Audit
s Understand what to expect during the audit process
Housing Curriculum
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Regional Management Essentials
Understanding and Maximizing Your Voucher Program
Instructor Led Training
The Housing Choice Voucher Program is a federally funded program that distributes
vouchers through a network of state and local housing agencies. This program is the
primary form of federal housing assistance.
In order to ensure compliance with the HCVP and to maximize operating income, it is
critical for managers to understand how vouchers are funded, their rental value and the rent
increase process.
Learning Objectives
s Understand the Housing Choice Voucher Program (HCVP)
s Understand the work flow of the voucher
s Determine the value of the voucher
s Determine how and when to request an increase to the tenant-based voucher
s Learn how to maximize the value of the voucher

Yardi Voyager for Property Management
Tax Credit
Instructor Led Training
This course teaches students the core features of Yardi Voyager while reinforcing applicable
National Church Residences policies and procedures. Each section provides a step-by-step
guide on how to perform each function in the Yardi software system with an emphasis on
program compliance requirements for tax credit properties.
Housing Curriculum
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Course Content
s Section 1: Navigation Procedures
s Section 2: Guest Procedures
s Section 3: Move-in Procedures (Tax Credit)
s Section 4: Resident Procedures (Tax Credit)
s Section 5: Charge Procedures (Tax Credit)
s Section 6: Monthly Posting/Month Opening Procedures (Tax Credit)
s Section 7: Receipt Procedures (Tax Credit)
s Section 8: Recertification Procedures (Tax Credit)
s Section 9: Collection and Eviction Procedures
s Section 10: Move-Out Procedures (Tax Credit)
s Section 11: Month End Procedures (All Property Types)
HUD
Instructor Led Training
This course teaches students the core features of Yardi Voyager while reinforcing applicable
National Church Residences policies and procedures. Each section provides a step-by-step
guide on how to perform each function in the Yardi software system with an emphasis on
program compliance requirements for HUD properties.
Course Content
s Section 1: Navigation Procedures
s Section 2: Guest Procedures
s Section 3: Move-in Procedures (HUD)
s Section 4: Resident Procedures (HUD)
s Section 5: Charge Procedures (HUD)
s Section 6: Monthly Posting/Month Opening Procedures (HUD)
s Section 7: Receipt Procedures (HUD)
s Section 8: Recertification Procedures (HUD)
s Section 9: Collection and Eviction Procedures (All property Types)
s Section 10: Move-Out Procedures (HUD)
s Section 11: Month End Procedures (All Property Types)
Housing Curriculum
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Blended
Instructor Led Training
This course teaches students the core features of Yardi Voyager while reinforcing applicable
National Church Residences policies and procedures. Each section provides a step-by-step
guide on how to perform each function in the Yardi software system with an emphasis on
program compliance requirements for blended properties.
Course Content
s Section 1: Navigation Procedures
s Section 2: Guest Procedures
s Section 3: Move-in Procedures (Blended)
s Section 4: Resident Procedures (Blended)
s Section 5: Charge Procedures (Blended)
s Section 6: Monthly Posting/Month Opening Procedures (Blended)
s Section 7: Receipt Procedures (Blended)
s Section 8: Recertification Procedures (Blended)
s Section 9: Collection and Eviction Procedures (All property Types)
s Section 10: Move-Out Procedures ((Blended)
s Section 11: Month End Procedures (All Property Types)
Utility and Procurement
Advantage IQ/Performance IQ
Online Training
Advantage IQ is a utility information service that processes gas, electric, water and sewage
invoices for National Church Residences. This course describes utility exceptions, explains
how to log into Performance IQ, find and print invoices, find historical invoices and access ad-
ditional resources.
Learning Objectives
s Utility exceptions
s Logging into Performance IQ
s How to find and print invoices
s Find historical invoices
s Access additional resources

Housing Curriculum
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Housing Curriculum
Risk Management
OSHA: Right-to-Know
Online Training
In early 1984, the Occupational Safety and Health Administration put in place the Federal
Hazard Communication Standard that has become known as the “Right-to-Know” law. This
education and training program is designed to teach students the fundamentals of
chemical safety to all employees.
Learning Objectives
s Know and understand the “Right-to-Know” laws and regulations
s Understand the general concepts behind potential hazards presented by chemicals in
the workplace
s Understand the terms and concepts used when discussing chemical hazards
s Recognize the different types of hazardous chemicals
s Have a good knowledge of the characteristics of each type of chemical
s Understand the effects and potential hazards created by each type of chemical
s Know how to obtain and use chemical safety data
s Understand what personal protective equipment is and what and what protective steps
to take when using chemicals
s Know how to respond to chemical spills, leaks and accident situations
s Know the basic first aid skills to use in the case of an injury.
Driving Safely
Online Training
This module teaches students through videos how to drive cars, vans and small trucks safely,
both on and off the job.
Methamphetamine Labs: What You Need to Know
Online Training
With an increasing amount of methamphetamine labs now operating in residential
facilities, there is potential for harmful exposure to employees who may not be aware that
they are entering a hazardous environment. This course teaches students how to recognize a
methamphetamine lab and protect yourself.
Service Coordination Institute
The Service Coordination Institute (SCI) was created exclusively for service coordinators working in affordable
housing, so they can quickly learn the skills necessary to ensure the services they provide result in the highest
quality of care for their residents. For service coordinators, having access to the right education and training is
essential. The SCI provides this quality training in an easily accessible format so that service coordinators can
meet their continuing education requirements in any place at any time. The Service Coordination Institute
offers both online courses and monthly webinars. The online modules are designed to be interactive, easy to
navigate and accessible from anywhere there is internet access.
The Service Coordination Institute curriculum is Continuing Education (CE) credit approved by the National
Association of Social Workers (NASW). The Institute has 10 accredited courses. All courses are offered online,
seven being on-demand and more are currently being developed. Upon course development all courses are
submitted to the NASW for CE approval.
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T
he Service Coordination Institute (SCI) was created exclusively for service coordinators
working in affordable housing, so they can quickly learn the skills necessary to ensure the
services they provide result in the highest quality of care for their residents. For service
coordinators, having access to the right education and training is essential. The SCI provides
this quality training in an easily accessible format so that service coordinators can meet
their continuing education requirements in any place at any time. The Service Coordination
Institute offers both online courses and monthly webinars. The online modules are designed
to be interactive, easy to navigate and accessible from anywhere there is internet access.
In addition to online courses, we also provide live webinars that are hosted monthly and
facilitated by a Certified Online Training Associate (CTA). The online webinars allow for group
learning experiences, thoughtful discussions and instant collaboration, which
allows participants to easily solve problems and learn from one another.
The Service Coordination Fundamentals is the first SCI program. This program is designed to
give beginner or veteran service coordinators the tools and resources they need to succeed.
This program lays the foundation for the basic principles all service coordinators must be
trained in including documentation, data tracking, and collaboration with
property managers, adult protective services, building successful community
partnerships and ethics.
The Service Coordination Institute curriculum is Continuing Education (CE) credit
approved by the National Association of Social Workers (NASW). The Institute has 10
accredited courses. All courses are offered online, seven being on-demand and more are
currently being developed. Upon course development all courses are submitted to the NASW
for CE approval.
Service Coordination Institute

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Service Coordina
tion
Curriculum
Service Coordination Fundamentals
From Day 1: An Introduction
Online Training
This course provides the tools you need to help you get started and acclimated to your
new position. From office set up to introducing yourself to residents, this module is
designed to ensure your program is successfully established through recommended best
practices based on industry guidelines.
Documentation
Online Training
As a service coordinator, you have certain documentation requirements you must meet.
These requirements can sometimes be confusing, but with the proper training, you can
ensure you are meeting all industry standards. This module highlights the basics of
documentation (who, what, why and how) while providing an introduction to various file
forms and best practices related to file documentation and the overview process.
Tracking Data
Online Training
Tracking data is one of the most critical functions of a service coordinator’s role; and with
information coming at you in various formats and from different sources, it can be
challenging to determine how to capture this information and what to do with it. This
module will walk you through how to capture and report data such as aging-in-place,
cost savings, performance measures and more.
Property Manager and Service Coordinator: A Winning Team
Online Training
Service coordinators and property managers must work together to provide residents
with the care they need. Therefore, it is important for both property managers and
service coordinators to understand one another’s role and every day responsibilities. This
module will help you understand how these roles should exist together and how to build
successful partnerships that will enable you to work together more efficiently to provide
your residents with the care they need.
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Adult Protective Services
Online Training
Difficult situations often arise due to the nature of a service coordinator’s work; and
often times, you may feel pressure when faced with difficult decisions. You may feel you
lack the guidance you need to make the right decision. This module will help you learn
how to navigate through these tough issues and will provide you with the tips and
tools you need to recognize the signs and symptoms of abuse or neglect. It will also
give you information on why assistance may be refused and how to make reports to
appropriate agencies.
Ethics
Online Training
As a service coordinator, you are often faced with many situations in which you must
make a difficult decision based purely off your judgment. Examples of difficult deci-
sions include deciding if it’s appropriate to accept gifts from residents or determining if
and when it’s appropriate to share personal information. This module will introduce you
to ethical standards and the various guidelines for ethical decision making.
Building Professional Relationships
Online Training
Service Coordinators are largely responsible for building relationships with various
community agencies and organizations so that they can connect their residents with
the services and resources they need. This task can seem daunting, but the success of
many service coordinator programs relies on these relationships. This module provides
the tips and tools you need to learn how to successfully market your community and
network with the right people. You will learn how to build successful partnerships that
will result in better services for your residents.
Service Coordina
tion
Curriculum
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Service Coordination enrichments
Documenation in-Depth
Online Training
This module offers “step-by-step” instruction for completion of required file forms while
highlighting important practices that uphold industry standards. Additionally, recom-
mended forms for capturing information related to specific events, situations, or inci-
dents are provided with recommendations for completion.
Coming Soon
Tranformational Interviewing
The Aging Process
Cognitive Impairments
Online Training
As a service coordinator, you are often faced with many situations in which you must
make a difficult decision based purely off your judgment. Examples of difficult deci-
sions include deciding if it’s appropriate to accept gifts from residents or determining if
and when it’s appropriate to share personal information. This module will introduce you
to ethical standards and the various guidelines for ethical decision making.
Building Professional Relationships
Online Training
Service Coordinators are largely responsible for building relationships with various
community agencies and organizations so that they can connect their residents with
the services and resources they need. This task can seem daunting, but the success of
many service coordinator programs relies on these relationships. This module provides
the tips and tools you need to learn how to successfully market your community and
network with the right people. You will learn how to build successful partnerships that
will result in better services for your residents.
Service Coordina
tion
Curriculum
With the rapidly increasing rate of medical knowledge and technological change, continual professional
development is essential. The National Church Residences College of Health Care platform provides
education to National Church Residences’ health professionals. The library of courses includes Care2Learn
training, a leading provider of online education in the senior care industry.
It is the College of Health Care’s mission to deliver quality workplace and distance training to the highest
standards in a range of vocational pathways that support the needs of our healthcare employees.
College of health care
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Course topics cover:

s
Abuse and Violence

s
Alzheimer’s Disease (ADRD)

s
Clinical Skills

s
Dementia

s
Diabetes

s
Documentation/Medicare

s
Ethics

s
HIPPA/Patient Rights

s
Infection Control & Prevention

s
Inservices (No CE)

s
Leadership & Management Skills

s
Medical Errors Prevention

s
Mental Health & Neurology

s
Nutrition

s
Restorative Nursing

s
Wound Care
Courses have also been cataloged in National Church Residences University according to
discipline that allows you to easily search for them.

s
Auxillary

s
CAN

s
Dietary

s
Life Enrichment

s
Management

s
Nursing

s
Office

s
Social Services

s
Therapies
College of health care
General Student Information
Expenses
Login Instructions
Contact Information
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Expenses
Curriculum Cost
On-Line Training Access
$16.74 per student
Yardi Voyager $980 - depending on travel
Mindleaders/Skillsoft Professional
Development Access
$20 per student
National Church Residences
Basics – Management and Leasing
Classroom Only
$160 for participant guides and material – 8 courses
total; travel not included
National Church Residences
Basics – Management and Leasing
Online Learning Teams
Participants Only
$22 for participant guide and material
$60 conference call fees
Management Essentials (Property
Managers)
$40 participant guides – 2 Courses
$50 conference call fees (online learning team
participants only)
Management Essentials (Regional
Portfolio Leaders)
$20 participant guide
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NCRU Learning Center
The National Church Residences’ Learning Portal is designed to provide a wide range of online-based
student support such as:
• Studying modules completely on-line
• Downloading module participant guides
• Accessing webinar calendar

We encourage you to log-on to The Learning Portal as a first step in answering any questions that you
may have in regards to your learning.
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NCRU Learning Center
For all new users logging into the Learning Center your login ID is your first initial and last name. Your
password is “learn”. You will be prompted to change your password after logging in. If you log in and
your name does not appear please contact ncru@nationalchurchresidences.org as you might share
initials with another employee. Upon logging in for the first time you will be forced to change your
password.
For your convienence a Learning Center user guide is provided on the home page of the learning portal.
The guide will provide instruction on how access and launch training courses, student transcrips and
certificates.
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Contact
National Church Residences Education and Career Development Department will provide
support for all matters related to the NCR University.
Phone: (614) 273-3510
Email: ncru@ncr.org
Support Hours: 9:00 a.m. to 5:00 p.m. (EST) Monday through Friday
National Church Residences University | Student Handbook | 2013
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Julie Fox
Vice President of Education and Career Devel-
opment
jfox@nationalchurchresidences.org
Daniele Thomas
Director of Instructional Design and
Multimedia
dthomas@nationalchurchresidences.org

Coleen Ryan
Education Manager
cryan@nationalchurchresidences.org
Tamara Whetstone
Education Specialist
twhetstone@nationalchurchresidences.org
Vanessa Vetula
Instructional Design
vvetula@nationalchurchresidences.org
Chanel Ellison
Education Coordinator
cellison@nationalchurchresidences.org
Greg Brandwene
Sonya Brown
Carol Casto
Tracey Carns
Alia Carter
Trisha Crain
Bruce Hogan
Debra Kunz
Eric Mills
Jason Peeler
Jo Stanovcak
Joyce Stowers
Lori Strablow
Deb Zimpfer
Catherine Colelli
Glenda Cerone
Sean Daly
Teresa Hemm
Janet Koss
Angela Rosebrook
Dan Vega
Janet Baroni
Tricia Braniff
Todd Puhl
Makeda Hunt
Kathy Kraushar

NCRU Staff
Certified Training Associates

Mission s Compassion s Professionalism s Leadership

2335 North Bank Drive s Columbus, Ohio 43220 s 614.451.2121
TDD: 614.442.4390
www.nationalchurchresidences.org