Company Credo, Statement & Philosophy
Western National Property Management is a firm believer in operating its day to day activities within
a spectrum of values, which is called the company Credo. The Credo has been developed and
placed into a written format which includes 45 years of experience in the real estate industry. It is a
focal point which has been instrumental in developing Western National Property Management as
one of the pre-eminent management firms in the United States. The Credo is listed on the back of
business cards as a constant reminder of how one should conduct themselves in overall business
ethics and dealings with residents, vendors, and fellow associates. Therefore, it is imperative that
one understands and knows the Credo, thereby employing conduct in a manner that mirrors
company business philosophy and values.
Credo
People are our most important asset.
A reputation for honesty, integrity and loyalty.
Attention to detail.
Dedicated to the needs of our residents, customers and investors.
A foundation of teamwork and respect.
Treat each property as if it were your own.
Quality work leads to fun, success and rewards.
The vision statement, our long term goal, is used to direct the company into the future. The mission
statement is how we plan to go about doing business to reach that goal. The Credo is the core of
our moral and ethical treatment towards our work and each other and the motto is the slogan or the
tagline we use to advertise who we are in the multi-family arena.
Vision Statement
To become the leading multi-family real estate company in the United States by being respected for
our industry knowledge, attitude, service and achievements of consistantly superior financial results.
Mission Statement
Western National Group is dedicated to providing a full range of high quality, multi-family real estate
services nationwide. The primary focus is on delivering excellent customer service to our clients,
customers, owners and investors. The company is a full service real estate company committed to
long term profitability and growth for our customers and ourselves.
Motto
Company Identity and Compliance
Each one of us represents a management company recognized for its 3% difference, integrity and
values. We want our residents and prospects to recognize our communities as part of a larger
network of professionals that can help out with everyone's living requirements.
Western National Property Management should be considered the umbrella identity which includes
as divisions: Western National Property Management and (Bridge/Western National Property
Management Housing Corporation).
Each Management company under Western National Property Management has an independent
logo and identification specifications which should not be altered without proper approval from
Senior Management.
In any publication or collateral, the following guidelines should be considered when referring to a
specific management company:
The tag line "QUALITY LIVING From the team who cares." should always appear as a part of
the management company logo. For reproduction purposes, "QUALITY LIVING" should appear
in all caps and "From the team who cares" should appear in upper and lower case italic.
Whenever possible the service mark symbol (SM) should appear.
In cases where it is impossible to use the logo, Western National Property Management may be
used
Communities managed under the Western National Property Management division should display
the Western National Property Management logo.
QUALITY LIVING From the team who cares. WESTERN NATIONAL PROPERTY MANAGEMENT
Communities managed under the Bridge/Western division should display the Bridge/Western
National Property Management Housing Corporation logo.
QUALITY LIVING From the team who cares. BRIDGE/WESTERN NATIONAL PROPERTY
MANAGEMENT HOUSING CORPORATION
If you need further management company identity clarification or logo art work, please contact your
Area Manager.
Customer Cares Department
Cares Program
One of the most important keys to the operation of a community is the establishment of a good
resident relations program. Our Customer CARES Program was established so that we can insure
that our residents have the ability to communicate openly and thoroughly about positive and
negative issues at their communities. It's our belief that it's the management company's
responsibility to have satisfied residents. The Customer CARES Program maintains an open line of
communication and response to the residents needs in a timely manner.
The Customer CARES Program consists of three primary components: the Customer CARES
Hotline, satisfaction surveys and a resident feedback program. The hotline provides residents with
an opportunity to voice their compliments and concerns. Our Customer CARES Program also
surveys each resident and provides a variety of comment cards to allow for consistent feedback
throughout the entire year. With this information, we're able to benchmark how well we're doing.
Toll-Free Phone Line
888-WN-CARES, a toll free phone line has been created for residents to call any time of day to
voice a concern they may have at their community. A live operator will answer this phone between
the hours of 9:00am-5:00pm. An answering machine will pick-up calls when the Customer CARES
Manager is unable to do so. Answering machine calls will be returned within 2-4 business hours.
During a call, the Customer CARES Manager will acknowledge the residents concern, take notes on
a call-in sheet and reassure them that someone will get back to them to resolve their issue. At this
time the appropriate level of management (i.e. if the resident has already spoken to the Community
Manager, the call will be forwarded to the Area Manager. If the resident has already spoken to the
Area Manager, the call will be forwarded to the Regional Vice President and so on) will be notified
(via phone/email) of the concern. If at all possible, calls will be transferred to Area Managers,
Regional Vice President and Vice Presidents at the initial time the call is answered. If unavailable, it
is then the responsibility of this person to get back with the resident within 24 hours. The Customer
CARES Manager will also have limited authority to resolve resident issues (to be determined with
Property Management). The Customer CARES Manager will follow-up with involved parties with-in
24 hours to insure their issue has been resolved and they are happy with the results. A summary
report detailing each Customer CARES resident contact will be distributed to Area Manager,
Regional Vice President, Vice President and above on weekly basis. Reports on specific resident
contact can be requested at any time.
Instructions for Utilizing the Cares Department
When referring a resident to Customer Cares, please remember the following:
Always provide the 1-888-WN-CARES phone number, not the direct office number for the Cares
Manager.
Please do not provide the customer with a name within the Cares Department. Due to potential
safety concerns, it is imperative that the resident contact CARES and not a specific individual.
A resident should be referred to CARES only after the community has made every attempt to
satisfy the resident on-site. Notify the Area Manager when you are referring a concern to Customer
Cares.
Customer Care Incentives
A customer service incentive can be used on a case by case basis. This incentive can be offered to
resolve a customer service issue. These incentives may vary, such as carpet cleaning, accent wall
paint, ceiling fan replacement, $25 restaurant gift card, move tickets, car wash, etc. The Community
Manager, using good judgment, has the authority to provide an incentive valued up to $100, or
within' the budgeted guideline. Any items exceeding these amounts require Area Manager approval.
Functions of the Corporate Office
The Corporate office in Irvine, CA has a staff of employees dedicated to accomplishing a primary
goal, to be the best at what we do!
Listed below is a brief description of each department in the corporate office that may be contacted
to answer questions or give assistance in helping accomplish objectives. Their respective
responsibilities are as follows:
Finance
Taxes, debt services, bond compliance and community accounting.
Accounts Payable
Processing all community expenses as well as resident refunds.
Office Services
Telephones, equipment, supplies and mail services.
Corporate Accounting
All corporate related expenditures and financial statements.
Payroll
Establishing new employee files, processing payroll, terminations and employment inquiries.
Property Accounting
Banking relations and financial reporting.
Human Resources
Recruitment, preliminary interviewing of company employees, conflict resolution, employee benefits
and human relations.
Information Technology (IT)
Supports the company wide networking system, is responsible for training and the support of on-site
computer systems.
Field Support
Training and support of the on-site computer systems and accounting practices in concert with
(MIS).
Property Management
Accountable for the management of all WNPM communities. It also oversees the field staff
responsible for maintaining the communities.
Risk Management
Reports all accidents and incidents occurring at each community to the insurance carrier, handles
Workers Compensation Claims, compliance with Cal OSHA (SB 198) and all government
regulations pertaining to environmental hazards (SCAQMS). This department acts as liaison in
litigation matters.
Training & Development
The Training and Development Department is mandated with the design and delivery of sales,
management and maintenance courses for the professional development of all WNPM employees.
Purchasing
The Purchasing Department specializes in negotiating volume discount agreements for supplies and
services, as well as handling negotiations and specification development for recurring services
performed at the properties. Purchasing also oversees the set up process for all suppliers and
vendors.
Knowledge & Accountability
This is to acknowledge and certify that I have reviewed the Western National Property Management
(WNPM) Community Operations Manual. This manual is published to outline concise procedures,
actions and expectations of WNPM in regard to the management and operation of apartment
communities by employees and related vendors of WNPM.
This manual supplements, enhances and in no way supercedes the policies and procedures
outlined in other WNPM manuals, Employee Handbooks, and Employee Agreements. Any
questions regarding conflict or suggested changes to these policies and manuals should be
directed, in writing, to the Area Manager, or the Director of Human Resources for resolution.
I have read each page, understand the importance of, and agree to abide by the policies and
procedures outlined in this manual. I further agree that I will not circumvent or supercede any of
these policies and procedures without the written permission from the appropriate Area Manager. I
understand permission for any deviation from these rules will be reviewed on a case by case basis
only, and permission to deviate for one situation does not constitute permission for any other
situation.
It is required that each on-site employee review this manual and complete this form. The
original signed form should be forwarded to Human Resources.
Click here to display a printer friendly signature page.
Multifamily Construction and Property Renovation
Western National Contractors (WNC) brings expertise in multifamily construction and property
renovation. An extensive understanding of construction methods enables WNC to build into each
project the most cost-effective solutions for the long-term reduction of property maintenance
expenses and repair of existing buildings. This foundation of knowledge and experience is key to
understanding the processes needed for the successful renovation of existing buildings; limiting the
exposure and creating substantial additional value for the property.
Western National Realty Advisors
Western National Realty Advisors has extensive experience in all aspects of land planning,
residential design, development and construction. We have successfully developed a variety of
distinctive product types within diverse market areas, utilizing strong relationships with a wide range
of architects, planning and engineering firms, research firms and marketing consultants. By
selecting the right team for each project, we have become recognized for innovative approaches to
creating quality housing that maximizes land development opportunities and consistently achieves
the desired financial goals.
Our in-house expertise includes extensive broker/sales experience. Combined with construction and
development, this group has the knowledge and capability to evaluate existing assets or
undeveloped land to offer guidance in determining the best use or disposition of the asset.
This team supports the management objective by evaluating information that can help owners take
advantage of business opportunities in the real estate market. We can assist owners in acquiring
new property, to rehabilitate mature properties, or take projects from raw land through the
development and construction process. Our extensive understanding of construction methods also
allows Western the most cost effective solutions for proper maintenance and repair of existing
buildings.
After Hours Emergency Notification Protocol
In the event of an emergency after hours involving a major injury, death, fire, flood, catastrophic
event and/or significant property damage, the Community Manager is to notify his/her Regional
Manager and Risk Management immediately. The Regional Manager will call the Regional Vice
President who will determine if the Community Owner, Vice President of Operations and President
should be contacted. In the event a Community Manager cannot reach his/her Regional Manager,
the Regional Vice President should be contacted directly. If neither the Regional Manager nor the
Regional Vice President is available, contact the Vice President of Operations directly.
When a Community Manager is on vacation, proper notification to all parties (answering service,
maintenance, etc.) must be made prior to leaving. An Assistant Manager or a Community Manager
of a sister community must handle emergency procedures. This person should be provided with the
above-stated protocol as well as corresponding phone numbers.
When a Regional Manager is on vacation, proper notification to all of their communities should be
made by e-mail with a copy to the Regional Vice President and Vice President of Operations. The
notification should include the name of the Regional Manager handling the emergency procedures
for the duration of the vacation.
When a Regional Vice President is on vacation, proper notification to all of their communities should
be made by e-mail with a copy to their Regional Managers, other Regional Vice Presidents, Vice
President of Operations and President. The notification should include the name of the Regional
Vice President handling the notification for the duration of the vacation.
Please contact your immediate supervisor for an internal phone list.
An updated list of emergency contacts with phone numbers should be kept in the
Emergency Procedures Binder (Code 911).
Risk Management Department Emergency Contact Numbers:
Luis Heredia: 714-928-3555
Natalie Guzman: 949-378-3134
Joanna Pina: 949-293-2167
Cyndy Breit: 949-293-4699
All notifications to Risk Management should also be sent via email to riskmgmt@wng.com.
BBQ Policy
Business and Pool Licenses
It is mandatory that each community maintain and post a current copy of their business license and
pool & spa permit (where applicable). It is the Community Manager's responsibility to ensure that
the copy is visible and current at all times. To request a copy of your current license, contactyour
immediate supervisor.
Business Cards
Business Cards are required for all Community Office Staff Members. This includes, Community
Manager, Assistant Manager, Administration and Leasing Consultants.
To locate the business card order form click here
Print the form and fill out applicable areas. Fax it to the Office Depot number on the form, obtain the
cost and issue a P.O. Office Depot will fax a proof of the business card back to your attention for
proofing. Please note proofing the printed materials is your responsibility. Once correct proof has
been approved Office Depot will print the cards. Delivery will then take place between five to ten
business days.
Cell Phones Provided for Onsite Associates
This policy sets forth Western National Property Management’s procedures regarding cell phones
that are provided by the Company for use by onsite associates. For the purpose of this policy, the
term “cell phone” is defined as any handheld electronic device with the ability to receive and/or
transmit voice, text, or data messages without a cable connection.
Proper Use of Cell Phones
The company-provided cell phones and chargers are to be used for work-related communication
and are not for personal use.
The company-provided cell phones have voice and camera capability only. The phone is not
equipped with text or internet capability. Additionally, the “411” information option has been disabled
from the cell phones. Please ensure cell phones have pertinent contact numbers stored, including
but not limited to:
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911
Red Cross
Local Police & Fire Department
Local Utility Companies
Approved vendors which can be found on Vendor Fetch
Risk Management contacts
Immediate supervisor
Regional Manager
Regional Vice President
Vice President of Operations
Vice President of Business Development
Proper Use While Driving
While driving, safety must be the first priority. Regardless of the circumstances, including slow or
stopped traffic, associates are required to safely stop the vehicle before placing or accepting a call.
In most states it is illegal to use a cell phone while operating a vehicle. Associates who are charged
with traffic violations resulting from the use of their company-provided cell phone while driving will
be solely responsible for all liabilities that result from such actions.
Proper Use of Camera on Cell Phones
The camera on the company-provided cell phone must only be used to take pictures for business-
related purposes. This includes pictures of onsite resident and guest vehicles in violation of the
community’s parking policy and pictures of any community incident including damage related to a
resident move-out or move-in.
Equipment Responsibility of Associate
Associates in possession of the company-provided cell phone equipment are expected to protect
the equipment from loss, damage or theft. If the company-provided cell phone has been lost, stolen
or damaged, immediately report the loss to your Regional Manager and complete an Incident
Report in iN.Site.
Upon termination of employment, the associate is required to return the cell phone to his/her
supervisor.
Review of Monthly Charges
The invoice and cell phone usage are monitored and reviewed regularly for any excessive or any
inappropriate use. Items of concern will be addressed and could result in disciplinary action up to
and including termination of employment. Violations of policy include but are not limited to personal
use, inappropriate use of the camera or negligence.
The Company reserves the right to modify or update this policy at any time without reason.