Fair Housing Pitfalls for Maintenance Professionals to Avoid While Managing the Customer Experience

Doug Chasick

Doug Chasick

Doug Chasick, CPM®, CAPS, Adv. RAM, SLE, That Fair Housing Guy™, is the former President of the Fair Housing Institute, Inc. With more than 46 years of investment real estate experience, he began as the Resident Manager of a 524-unit apartment property and has been the President or CEO of five real estate companies, responsible for...
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April 24, 2024
01:00 PM ET | 12:00 PM CT
60 Mins

Fair Housing Enforcement: Liability and Responsibilities for Maintenance Staff

In today's ever-evolving multifamily environment, compliance with fair housing regulations is more complicated and nuanced than ever before! Elevate your maintenance team's expertise with our 60 minutes power-packed session: "Fair Housing Pitfalls to Avoid in Managing the Customer Experience for Maintenance Professionals” presented by Fair Housing expert Doug Chasick.

This session identifies the most common issues faced by Service Professionals while interacting with residents and shares proven industry best practices to minimize the possibility of your community being named in a fair housing complaint or lawsuit.

Our review of the current fair housing guidance and best practices will equip maintenance professionals with the knowledge and strategies needed to navigate potential pitfalls. From understanding key regulations to implementing best practices in customer interactions, attendees will gain invaluable insights to foster a culture of compliance and excellence within their organizations. Join us to ensure your team is well-prepared to provide exceptional service while upholding fair housing standards.

Webinar Objectives


  • Review most recent fair housing guidance issued by HUD and DOJ.
  • Explore the expanded definitions of some protected categories.
  • What are the compliance responsibilities of Service Professionals.
  • How to communicate in a fair housing compliant manner.
  • What constitutes a hostile environment.
  • Why to just say no to gifts, favors and off-the-clock requests for work.
  • The very thin line between disrespect and discrimination.
  • Maintaining resident and employee privacy.
  • Why steering, disparate impact and jargon are not just considerations for the office and leasing teams.
  • Managing the complications of living where you work.

Webinar Highlights


  • Why do some residents get special treatment?
  • What exactly are “reasonable accommodations” and “reasonable modifications”.
  • Is there a fair housing friendly way to prioritize and assign service requests?
  • Am I liable for the actions of my contractors and vendors?
  • What is the best way to handle these special situations:
    • Unauthorized occupant or animal
    • Evidence of drug use
    • Hoarding
    • Rental inquiry
    • Complaint about staff
    • Allegations of harassment by a resident
    • Request for reasonable accommodation or modification.   

Who Should Attend


All on-site and multi-site personnel including Regional/Area Managers, Community Managers, Maintenance Managers, Service Professionals, Training and HR Professionals.

Event Registration
$349.00
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$349.00
$299.00
$199.00
$299.00
$299.00
$199.00
$199.00
$299.00
$199.00
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