Table of Contents. Introduction 3. Curriculum 8. General Curriculum 9. College of Housing 16. Service Coordination Institute 35

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1 2017 UNIVERSITY

2 Table of Contents Section Page Introduction 3 Curriculum 8 General Curriculum 9 College of Housing 16 Service Coordination Institute 35 College of Senior Living 42 General Student Information 47 2

3 Introduction 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. The goal of National Church Residences University is 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 organizational goals. 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. 3

4 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.

5 Types of Courses Offered The National Church Residences Education Department provides access to more than 800 programs for our senior living and property management professionals, including coursework in leadership and supervision, clinical care and compliance, professional computer skills, marketing and leasing and many more. 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. In addition to customized training developed specifically to support our Core Values and the National Church Residences Way, National Church Residences University also benefits from partnerships with the nation s leading education providers including Skillsoft, Relias and Achieve Global. Programs offered by the University include, but are not limited to: College of Health Care: Topics include: Ethics, Wound Care, Restorative Nursing, Medical Errors Prevention, Mental Health and Neurology, Nutrition, Dementia, Clinical Skills, Abuse and Violence, Diabetes, HIPPA/ Patient Rights, Therapy, Life Enrichment Programs, Office Management and many more courses for CE in-services College of Housing: Topics Include: Fair Housing, Marketing and Leasing, Customer Service, Financial Management and Performance, Compliance and Audit Readiness, REAC and Risk Control/Awareness, Yardi Management Systems, and many additional service, management and leadership modules. 5

6 Types of Courses Offered Service Coordination Institute: National accredited programs are offered on topics such as Developing Teams, Establishing Services within Housing, Interventions to Reduce Acute Care Transfers, and Developing Critical Thinking and Clinical Judgment. New courses are being developed annually and webinars are offered monthly for both internal employees and external partners. Corporate Learning (available to all employees): Orientation, Coaching and Motivation, Excel, PowerPoint, Access, Effective Business Communication, Leading Teams, Dealing With Difficult Situations and Behaviors, Managing and Leading Change. The catalogs for these courses offer several levels of learning so that a beginner or a seasoned leader can find resources to support their ongoing learning needs. 6

7 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 (CTAs), 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. CTAs 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. 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. 7

8 curriculum General Studies College of Housing College of Service Coordination College of Health Care

9 general Curriculum Pre-Requisite Program New Employee Orientation Online Training This online course is designed to help new employees connect with National Church Residences. Learning Objectives Learn the history of National Church Residences as well as its mission, vision and core values. Identify the various services in the National Church Residences person-centered care system and its value. Review the National Church Residences Way Define Transformational Excellence and what it means to be a member of our organization. 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. 9

10 General Curriculum Human Resources Compliance Program HR Compliance Supervisor Program Online Training This training program was designed to improve competencies, promote an ethical and respectful work environment and comply with relevant employment regulations. Topics: Corporate Compliance - National Church Residences Discrimination Diversity Effectiveness Preventing Sexual Harrassment Preventing Workplace Violence Respecting Employees Individual Rights 10

11 General Curriculum Mastery Tech Software and Business Skills Mastery Tech provides elearning courses that promote the success of performance development. This program offers a diverse array of subjects and courses for personal and professional development. Environmental Health, Safety and Security Back Safety: Proper Lifting Procedures Back Safety: Step Back for Safety OSHA Construction: Electrical Safety OSHA Construction: Fall Protection OSHA Construction: Hand and Power Tool Safety OSHA Construction: Introduction to OSHA OSHA Construction: Personal Protective Equipment OSHA Construction: Stair and Ladder Safety OSHA General Industry: Exit Routes, Emergency Action Plans, Fire Prevention Plans, and Fire Protection OSHA General Industry: Flammable and Combustible Liquids OSHA General Industry: Hazard Communications Desktop Software Microsoft Office 2010 Microsoft Excel 2010: Analyzing Data Microsoft Excel 2010: Getting Started with Excel Microsoft Excel 2010: Importing and Exporting Data Microsoft Excel 2010: Inserting Graphic Objects Microsoft Excel 2010: Modifying a Worksheet Microsoft Excel 2010: Modifying the Appearance of a Worksheet Microsoft Excel 2010: Organizing Worksheet and Table Data Microsoft Excel 2010: Performing Calculations in an Excel Worksheet Microsoft Excel 2010: Presenting Data Using Charts Microsoft PowerPoint 2010: Adding Graphical Objects to a Presentation Microsoft PowerPoint 2010: Adding SmartArt Graphics to a Presentation Microsoft PowerPoint 2010: Adding Special Effects to a Presentation Microsoft PowerPoint 2010: Collaborating on a Presentation Microsoft PowerPoint 2010: Creating a Basic Presentation Microsoft PowerPoint 2010: Customizing a Slide Show 11

12 Microsoft PowerPoint 2010: Formatting Text on Slides Microsoft PowerPoint 2010: Getting Started with PowerPoint 2010 Microsoft PowerPoint 2010: Modifying Graphical Objects in a Presentation Microsoft PowerPoint 2010: Preparing to Deliver a Presentation Microsoft PowerPoint 2010: Working with Tables and Charts Microsoft Word 2010: Automating the Mail Merge Microsoft Word 2010: Controlling Text Flow Microsoft Word 2010: Controlling the Appearance of Pages in a Word Document Microsoft Word 2010: Creating Customized Formats with Styles and Themes Microsoft Word 2010: Creating Customized Graphic Elements Microsoft Word 2010: Customizing Tables and Charts Microsoft Word 2010: Editing Text in a Word Document Microsoft Word 2010: Getting Started with Word 2010 Microsoft Word 2010: Managing Document Versions Microsoft Word 2010: Managing Lists Microsoft Word 2010: Modifying Pictures Microsoft Word 2010: Modifying the Appearance of Text in a Word Document Microsoft Word 2010: Organizing Data in Tables Microsoft Word 2010: Securing a Document Business, Leadership, Management, Diversity, And HR Skills 10 Behaviors of An Ethical Leader 3 Steps to Managing Change 4 Factors for Confident Public Speaking 5 Elements of Effective Communication Active Listening Skills Applying Customer Service Skills Internally Coaching: 5 Steps to Build a Winning Team Coping With Stress Creating a Respectful and Positive Workplace Curing Negativity: Creating Positive Attitudes Dialogue: Now You re Talking! Communicating in a Diverse World Dialogue: Now You re Talking! Dialogue Among Generations Dialogue: Now You re Talking! Dialogue Between Genders Dialogue: Now You re Talking! Dialogue for Cultural Understanding Diversity: Age and Physical Ability Workplace Issues Diversity: Don t Judge a Bird By It s Feathers Diversity: Gender and Sexual 12

13 Orientation Workplace Issues Diversity: On the Threshold of Change Diversity: Race, Ethnicity, Language and Religion Workplace Issues Eliminate Barriers to Creative Thinking Essential Elements of Internal Customer Service Essential Telephone Skills: 10 Core Skills to Delivering Excellent Service Over the Phone Ethics At Work Getting The Most Out of your Team How To Ask Positive Questions How to Deal With The Foreign Accent How to Discipline in a Positive Way How to Have Effective Meetings How to Retain and Motivate Great Workers Leadership and Creating Teams out of Chaos Leadership Capsules: Providing Performance Feedback Leadership Capsules: The Leader as Coach Leadership Capsules: The Leader as Mentor Leadership Lessons from West Point Leadership: 5 Steps to Delegation Leadership: 5 Steps to Engage Your Team Listening Skills: 6 Steps to Becoming a Better Listener Maintaining Customer Relationships Managing Discipline: Your Legal Responsibilities Managing Expectations and Self- Fulfilling Prophecies Managing Stress Managing Termination: Your Legal Responsibilities Managing the Hiring Process: Your Legal Responsibilities Mastering Stress Nonverbal Communication: What Message Are You Sending? Respectful Workplace Communication Team Building: 5 Factors for Successful Crisis Response Team Building: Pit Crew Challenge: Driven To Perform Team Building: Understanding Team Member Styles The New Workplace: Leading the Change The New Workplace: Making the Change Violence: Workplace Violence Workplace Harassment in the Office 13

14 FRANKLIN UNIVERSITY PARTNERSHIP Education Pathway and Partnership National Church Residences University and Franklin University have partnered to create educational pathways that lead to a college degree. Our educational partnership is designed to reduce the cost of education for National Church Residences employees, while also reducing the time to graduation. College Transfer Credit for National Church Residences University Curriculum As an employee of National Church Residences you have educational benefits at no cost through National Church Residences University that are eligible for college credit at Franklin University, a private not-for-profit institution. Transfer select professional development and training curriculum at National Church Residences University as college credit to Franklin University. When you apply and enroll at Franklin University simply submit your certificate of completion for university elective or technical credit. 15% Tuition Reduction for All National Church Residences Employees All National Church Residences employees are eligible for a 15% tuition reduction on select degree programs at Franklin University. To receive the tuition reduction employees would need to apply at Franklin using the application link located next to the National Church Residences logo on Franklin s partnership page. 20% College Tuition Scholarship National Church Residences University will be awarding a 20% college tuition scholarship to select employees on an annual basis. Franklin University will honor the National Church Residences University scholarship by providing a 20% tuition reduction to our standard tuition rate. If an employee is already using the 15% tuition reduction benefit, it will be converted to a 20% tuition reduction at the next semesters registration and start date. 14

15 FRANKLIN UNIVERSITY PARTNERSHIP Education Pathway and Partnership Your National Church Residences Career 15% college tuition discount for all employees Transfer credit for completed training curriculum 20% scholarship for select employees Training with National Church Residences University Senior Living In-services (4 credits) Nurses Skills (4 credits) Nurse Aid Skills (4 credits) Housing (4 credits) Services Coordination (2 credits) Technology (4 credits) College Credit Franklin University Associates Business Administration Healthcare and Society Bachelors Public Administration Public Safety Criminal Justice Emergency Management RN-BSN Healthcare Management Allied Healthcare Management Health Information Management Master s Healthcare Administration Public Administration 15

16 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.

17 Housing Curriculum 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 Differentiate rental agency account from operating account Identify and select steps to transfer funds from the rental agency balance to the operating account using the Global Payments System Recognize Rental Agency Balance Validate transfer from rental agency account to operating account Obtain Operating Account balance 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. 17

18 Housing Curriculum 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 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. 18

19 Housing Curriculum Basics for Maintenance and Management REAC Online Training This seven module training series presented by US Housing Consultants 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 Assist in completing the PRE-REAC inspection in preparation for the REAC Physical Inspection Understand how to inspect and assess the readiness of the property and units Maintain the property (interior and exterior) year round, based on REAC requirements Modules Units and Common Areas Building Systems Health & Safety Exterior Site 19

20 Housing Curriculum Property Basics for Leasing and Management Applied Fair Housing Instructor Led Webinars & Online Self-Paced Training Complete Curriculum includes 1 Webinar 1 Online Module Applied Fair Housing focuses on the Federal Fair Housing Laws prohibiting housing discrimination against the following protected classes: race, color, religion, national origin, gender, familial status and disability. National Church Residences expects every employee to interact with and treat future and current residents in a fair, professional, consistent and verifiable manner without regard to the protected classes. Topics: Define the Fair Housing Act Protected Classifications Explain the LGBT Classification for HUD What is VAWA Federal Housing Provisions Reasonable Accommodations Disparate Impact Scenarios - Covering the provisions of the Fair Housing Act Review How to Ensure Your Property is Fair Housing Sensitive The Complaint Process - An explanation of the complaint process Demonstrate How to Effectively Manage Common situations and scenarios 20

21 Housing Curriculum Marketing Your Community Instructor Led Webinars & Online Self-Paced Training Complete Curriculum includes 1 Webinar 1 Online Module Implementing quality marketing plans and specific strategies allows us to find and keep residents. This course is designed to provide tools for developing and implementing marketing plans and strategies. Topics: How to Identify Market Challenges and Predict Change Comprehend Marketing Techniques and Solutions to Generate Qualified Traffic Understand Advertising Objectives Associated with Marketing and Leasing Costs and Benefits Associated with Leasing How to Develop Marketing Strategies to Fit a Situation What is the AFHMP? How to Update your AFHMP A How to Look at Calculating a Marketing Campaign Making Your Marketing Dollars Work For You Developing a Marketing Action Plan Developing Telephone Techniques Instructor Led Webinar & Online Self-Paced Training Complete Curriculum includes 1 Webinar 1 Online Module When used correctly one of the most important tools in our industry is the telephone. This course will focus on providing participants with the tools they need to leave National Church Residences customers with a positive image of your community. Objectives: Review Telephone Etiquette, Skills, Standards and Expectation Skills Needed for the 5 Step Process The Keys to Implementing the 5 Step Process Listening Skills The 7 Basic Questions The Importance of the Guest Card Now You Try It: How to Implement the 5 Step Process with Every Caller Which of the Steps were Missed; Listen to Sample Calls 21

22 Housing Curriculum Tailoring the Tour and Close Instructor Led Webinar & Online Self-Paced Training Complete Curriculum includes 1 Webinar 1 Online Module Every customer contact is an opportunity, and when treated as such, will enhance your daily routine by providing you with the gratification that only positive interactions with customers can give. Tailoring the Tour and Close focuses on tools and techniques that you can tailor to your own personal style, as well as your customer s needs and wants in a new home. Topics: Review the 5 Step Process and the Key Factors Review National Church Residences Leasing Attitude, Skills, Standards and Expectations Verbal and Non Verbal Communication Overcoming Objections Closing Techniques Review the Leasing Process: What Happens After Qualification Now You Try It: How to Implement the 5 Step Process with Every Tour and Close The Service Coordinator - How Can They Help? Feature and Benefits: Practice with Feature and Benefits Statements 22

23 Housing Curriculum Systems and Paperwork Instructor Led Webinar & Online Self-Paced Training Complete Curriculum includes 2 Webinars 3 Online Modules In this course participants will learn how to correctly complete an applicant interview and process a rental application. The course will also cover the verification and certification paperwork and all other program related aspects of leasing an apartment home. HUD Topics: HUD Overview an Evolution Defining Your HUD Program Who is Eligible for Your Property and What are the Factors of Eligibility Find Your Income Limits Scavanger Hunt: HUD Fact Sheet Defining National Church Residences Occupancy Standards Review Application Process and Fair Housing Considerations Tax Credit Topics: Key Concepts and Tax Credit Overview Try It - How Much are My Tax Credits Worth? Defining Income Limits and Set-Asides Practice Reviewing a Property Summary What is the Tax Credit Set-Aside Report? Defining Income Limits and Lease Terms What is Non Compliance? Review Who is Eligible for a Tax Credit Community Define National Church Residences Occupancy Standards Good Application Quality Assurance Common HUD Terms HUD and Your Tenant Selection Plan Determing Household Composition Fair Housing and the Waiting List Review of the the Verification Process HUD Waiting List Management HUD Income, Asset and Expenses Rule Income, Asset, Expenses Review and Calculation Practice Waiting List Management Scavenger Hunt: Your Tenant Selection Plan Who is your Regional Compliance Specialist? Practice with the National Church Residences What is the Tax Credit Student Rule? Fair Housing and the Application Process Who is Eligible for My Tax Credit Community? Define Best Practice for Verification of Eligibility Factors Income and Asset Review and Calculation Practice 23

24 Housing Curriculum Move In (HUD and Tax Credit) Instructor Led Webinar & Online Self-Paced Training Complete Curriculum includes 2 Webinars 2 Online Modules The affordable housing customer is no different than anyone else. They expect and deserve excellent customer service and compassion at all times; during the application process, through the move-in and during their residency. In this course you will learn how to accurately complete and communicate the lease to a new resident and how the to file the required compliance paperwork. Topics: Moving Day Emotions - How Does It Feel? Making a Resident Feel Welcome Preparing the Lease Document and Document Review Calculating the Prorated Rent Name that Lease Addendum Practice Reviewing Lease and Addenda Is there a Policy for That? Orienting Your Resident to their Aparment What to Do During the Move In Orientation How to Close the Move In Orientation Review of the the Apartment Condition Checklist Beware of Bed Bugs Avoid the Unexpected Move In Developing the Move In Orientation Process Preparing the Lease Documents Review Key Provisions of the Lease Documents Build the Perfect Resident File Understand the 3 and 4 Part File Systems Comprehend the File Checklist Review a Sample File Imporatance of Scanning Files Review of Maintenance Tips for Residents Managing emergencies and the media The 5 Step Process and Solving Resident Problems Builiding a Resident Retention Program 24

25 Housing Curriculum Move Out (HUD and Tax Credit) Instructor Led Webinar & Online Self-Paced Training Complete Curriculum includes 2 Webinars 2 Online Modules As critical as it is to attract new residents, the need to retain your current quality residents is even more crucial. This course will focus on the 5-Step Process around transition the move-out into a win-win situation for both the resident and NCR and when applicable, transition the move-out notice into a renewal. Topics Include: Managing Annual Recertifications Recertification Interview Practice What are Your Questions about Recertifications? Avoiding Common Errors in Recertifications Making a choice. When to Use What Recertification? Review of Recertification Requirements for EIV (HUD & combo) Retaining Your Current Resident and Preventing a Move Out Creating a Smooth Transition Defining Turnover and Scheduling Practices Complying with Program Requirements for Move Out How to Create a Smooth Transition for Your Resident Turnover and Scheduling Best Practice HUD Recertification Understanding the HUD Recertification Process Overview of Other HUD Recertification Types Review of TRACS (Tenant Rental Certification System) Tax Credit Rerficication Understanding the Tax Credit AnnualRecertification Process Interim Recertifications: To Use or Not to Use Tax Credit File Review Process Tax Credit File Review Score 25

26 Housing Curriculum 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 Select proper coding for expenditure from National Church Residences epay chart of accounts Understand the needs of a property and its impact on the financial picture Interpret the general ledger detail and the operating statement Understand the different National Church Residences key financial performance indicators Know where to find information that is useful to helping manage financial performance goals Complete a quality variance report Effectively communicate the financial performance of a property and provide insights and solutions to management personnel 26

27 Housing Curriculum Developing a HUD Budget Instructor Led Training Learning Objectives Be able to prepare documentation to aid in budget development Be able to prepare the National Church Residences payroll and budget templates Communicate a proposed budget and appropriate submission requirements Be able to organize and submit a budget for regional portfolio leader approval Learning Objectives Ensure viability of the property Ensure owner s interest is protected Ensure sufficient operating income is available 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 Define the purpose of the central office accounting audit Identify common findings Ensure quality Preparation for the Audit Understand what to expect during the audit process 27

28 Housing Curriculum 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 Understand the Housing Choice Voucher Program (HCVP) Understand the work flow of the voucher Determine the value of the voucher Determine how and when to request an increase to the tenant-based voucher Learn how to maximize the value of the voucher Yardi Voyager for Property Management 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. 28

29 Housing Curriculum Course Content Section 1: Navigation Procedures Section 2: Guest Procedures Section 3: Move-in Procedures Section 4: Resident Procedures Section 5: Charge Procedures Section 6: Monthly Posting/Month Opening Procedures Section 7: Receipt Procedures Section 8: Recertification Procedures Section 9: Collection and Eviction Procedures Section 10: Move-Out Procedures Section 11: Month End Procedures Section 12: Maintenance Procedures 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 additional resources. Learning Objectives Utility exceptions Logging into Performance IQ How to find and print invoices Find historical invoices Access additional resources 29

30 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 Know and understand the Right-to-Know laws and regulations Understand the general concepts behind potential hazards presented by chemicals in the workplace Understand the terms and concepts used when discussing chemical hazards Recognize the different types of hazardous chemicals Have a good knowledge of the characteristics of each type of chemical Understand the effects and potential hazards created by each type of chemical Know how to obtain and use chemical safety data Understand what personal protective equipment is and what and what protective steps to take when using chemicals Know how to respond to chemical spills, leaks and accident situations 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. 30

31 Housing Curriculum Fire Safety Online Training At the end of this module participants will have a basic understanding of: Learning Objectives The significance of fire prevention Leading types and causes of tenant and non-tenant fires at National Church Residesidences and how to prevent them Fire protection features in place at our properties Common fire hazards and best practices to help prevent fires What do in the event of a fire Insurance 101 Online Training This module is about what you should do when an unexpected event occurs. Insurance 101 covers an overview of insurance coverage and what do do when an incident occurs. Ladder Safety Online Training At the end of this module participants will have a basic understanding of: Learning Objectives The importance of ladder safety The basic safety practices that apply to ladder safety The acceptable types of ladders and their proper use How to choose the right ladder for the job Best practices for ladder safety 31

32 Housing Curriculum Safety Self-Inspections Online Training This modules assists all employees to serve residents safely and to raise awareness of ways to create a more comfortable work environment. House Rules Online Training At the end of this module participants will have a basic understanding of: Learning Objectives The importance of House Rules How we categorize House Rules Which House Rules result in immediate eviction Best practices for enforcing the House Rules evenly and fairly Slip and Fall Prevention Online Training At the end of this module participants will have a basic understanding of: Learning Objectives The significance of slip and fall accidents Leading types of slip and fall accidents at National Church Residences Contributing factors to fall accidents Best practices to help reduce the occurence of slips and falls 32

33 University Housing Leasing & Management Education Requirements What courses should I take and how long do I have to complete them? These are common questions our students have and it is our hope this document can answer these questions. If you need further assistance please contact your supervisor for guidance. NCR Pre-Requisite Program Timeline: Within first 30 days of employment Orientation Privacy Act & Security Awareness Cyber Awareness Training Management Essentials: Quick Steps Timeline: Within first 30 days of employment epay Processing Reserves Remote Deposit Capture Risk Awareness Timeline: Within first 90 days of employment OSHA Driving Safely Fire Safety House Rules Insurance 101 Ladder Safety Safety Self-Inspections Slip and Fall Prevention Yardi Voyager Training Timeline: Within first 90 days of employment Yardi Certification REAC Timeline: Within first 90 days of employment Units and Common Areas Building Systems Health & Safety Exterior Site National Church Residences Basics Timeline: Within first 12 months of employment Fair Housing Marketing Your Community Developing Telephone Techniques Tailoring the Tour and Close HUD Systems and Paperwork HUD Move-In Procedures HUD Move-Out Procedures LIHTC Systems and Paperwork LIHTC Move-In Procedures LIHTC Move-Out Procedures Service Coordination Fundamentals Timeline: Within first 90 days of employment From Day 1: An Introduction Documentation 101 Tracking Data Property Manager and Service Coordinator: A Winning Team Adult Protective Services: What You Need To Know Building Professional Relationships Ethics Management Essentials Timeline: Within first 12 months of employment Developing a HUD Budget Financial Performance Audit Readiness Service Coordination Enrichments Timeline: Within 90 days of enrollment Transformational Interviewing Career Development Electives Additional online modules or further education as part of an ongoing career development plan Housing Certifications or Designations (Such as: CPO, SHCM, COS, FHC, CPM, NAHP, etc.) Timeline: As scheduled during your annual review

34 University Housing Maintenance Education Requirements What courses should I take and how long do I have to complete them? These are common questions our students have and it is our hope this document can answer these questions. If you need further assistance please contact your supervisor for guidance. Pre-Requisite Program Timeline: Within first 30 days of employment Orientation Privacy Act & Security Awareness HR Compliance Program Risk Control Timeline: Within first 90 days of employment OSHA Driving Safely Fire Safety Insurance 101 Ladder Safety Safety Self-Inspections Slip and Fall Prevention House Rules REAC Timeline: Within first 90 days of employment Units and Common Areas Building Systems Health & Safety Exterior Site Career Development Electives Additional online modules or further education as part of an ongoing career development plan

35 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.

36 Service Coordination 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. 36

37 Service Coordination Curriculum Service Coordination Curriculum 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 decisions 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. 37

38 Service Coordination Curriculum Service Coordination Curriculum Service Coordination Enrichments Tranformational Interviewing Online Training Transformational Interviewing is a learning module developed to enhance your day to day conversations by providing specialized training on basic interviewing skills. Interviewing as related to Service Coordination will be highlighted, as well as essential techniques to help transform your interactions from basic data gathering to eliciting resident involvement in change and action. Lastly, several examples and case scenarios will be presented to demonstrate transformational interviewing in practice. Care Coordination Care Transitions Webinar In 2010 nearly 1 in 5 Medicare patients who were discharged from the hospital were readmitted within 30 days. This number translates into about 2.6 million seniors who are affected and costs over 26 billion dollars per year! These numbers will continue to increase if we do not create solutions in our communities. Care Transitions refers to the movement of a patient from one health care provider or setting to another. Resident Transitions: The Service Coordinator Role addresses ways to combat readmission and rising costs through improving Care Transitions and reviews the reasons that care transitions fail, as well as steps that can be taken to prevent many readmissions. 38

39 Service Coordination Curriculum Service Coordination Curriculum Transforming Caring Webinar As Service Coordinators, you provide excellent care for your residents. Transforming Caring examines what it is to provide Exceptional Caring. This purposeful way of interacting with residents will help to transform your interactions with residents. As you provide Exceptional Caring, you will find that residents are more engaged and active in producing positive results for themselves. This webinar explores how you can help residents begin to identify and, most importantly, sustain the positive changes they want to make in their lives. Chronic Disease Self-Management Webinar Did you know that 91% of older adults have at least one chronic condition and 73% have at least two? Chronic diseases account for 75% of the money our nation spends on healthcare. Given these statistics, efforts to improve overall health need to be at the forefront of our labors. Chronic Disease Self-Management addresses how chronic conditions affect your residents independence and identifies resources for empowering residents to manage their own care. In particular, the Chronic Disease Self-Management Program is highlighted demonstrating the benefits of Self-Management Programs for your residents. 39

40 Continuing Education Credits If you are licensed Social Worker or if you know that your HUD office requires CEU approved trainings and need the credits, they are free and open to all National Church Residences Service Coordinators. Please note that National Church Residences still requires that all SCs take the National Church Residences Fundamentals courses. In order to get CEUs, you will have to take both versions. Please see the instructions below to access the CEU approved courses. Visit the link below for detailed instruction on how to access Continuing Education courses. 40

41 University Housing Service Coordination Education Requirements What courses should I take and how long do I have to complete them? These are common questions our students have and it is our hope this document can answer these questions. If you need further assistance please contact your supervisor for guidance. Pre-Requisites Timeline: Within first 30 days of employment Orientation Privacy Act & Security Awareness Cyber Awareness Training HR Compliance Program Care Coordination Timeline: Within first 6 months of employment Care Transitions Transforming Caring Chronic Disease Self-Management Service Coordination Fundamentals Timeline: Within first 90 days of employment From Day 1: An Introduction Documentation 101 Tracking Data Property Manager and Service Coordinator: A Winning Team Adult Protective Services: What You Need To Know Building Professional Relationships Ethics Career Development Electives Additional online modules or further education as part of an ongoing career development plan Risk Control Timeline: Within first 90 days of employment OSHA Driving Safely Fire Safety House Rules Insurance 101 Ladder Safety Safety Self-Inspections Slip and Fall Prevention Service Coordination Enrichments Timeline: Within 180 days of enrollment Transformational Interviewing

42 College of Senior Living With the rapidly increasing rate of medical knowledge and technological change, continual professional development is essential. The National Church Residences University platform provides education to National Church Residences health professionals. The library of courses includes Relias training, a leading provider of online education in the senior care industry. It is the College of Senior Living 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.

43 College of Senior Living Course topics cover: Abuse and Violence Alzheimer s Disease (ADRD) Clinical Skills Dementia Diabetes Documentation/Medicare Ethics HIPPA/Patient Rights Infection Control & Prevention Inservices (No CE) Leadership & Management Skills Medical Errors Prevention Mental Health & Neurology Nutrition Restorative Nursing Wound Care Courses have also been cataloged in National Church Residences University according to discipline that allows you to easily search for them. Activities All Staff ALZ Dietary Home Health Hospice Leadership Nursing Social Work Therapy Transportation 43

44 University SENIOR LIVING RESIDENTIAL SERVICES EDUCATION REQUIREMENTS What courses should I take and how long do I have to complete them? These are common questions our students have and it is our hope this document can answer these questions. If you need further assistance please contact your supervisor for guidance. MONTH SNF AL- OHIO FLORIDA January Preventing, Recognizing, and Reporting Abuse Preventing, Recognizing, and Reporting Abuse Preventing, Recognizing, and Reporting Abuse February Infection Control and Prevention Infection Control and Prevention Infection Control and Prevention February Bloodborne Pathogens Bloodborne Pathogens Bloodborne Pathogens March Abuse & Neglect Abuse & Neglect Abuse & Neglect April HIPAA HIPAA HIPAA April Memory Care Memory Care Memory Care May LIVE OSHA Requirements Slips, Trips and Falls Watch your Back OSHA Requirements Slips, Trips and Falls Watch your Back OSHA Requirements Slips, Trips and Falls Watch your Back Hazardous Material Hazardous Material Hazardous Material Lockout/Tagout Lockout/Tagout Lockout/Tagout June Department Specific Nursing TBD Safe Food Handling STNA SS Activity Dietary July Housekeeping Preventing and Responding to Elopement Preventing and Responding to Elopement Preventing and Responding to Elopement July Behavioral Health TBD Managing Problem Behaviors Day to Day August Memory Care Memory Care Memory Care September HR Requirements Corporate Compliance HR Requirements Corporate Compliance HR Requirements Corporate Compliance Workplace Harassment Violence in the Workplace Workplace Harassment Violence in the Workplace Workplace Harassment Violence in the Workplace The Two Most Common Forms of Workplace Violence: Hostile Encounters and Domestic Violence The Two Most Common Forms of Workplace Violence: Hostile Encounters and Domestic Violence October Dementia Management Memory Care Memory Care November Communication Assisted Living Medicaid Waiver Training The Two Most Common Forms of Workplace Violence: Hostile Encounters and Domestic Violence Tuberculosis: The Basics December Open- facility specific Open- facility specific Open- facility specific

45 University RESIDENTIAL SERVICES HOME AND COMMUNITY SERVICES EDUCATION REQUIREMENTS What courses should I take and how long do I have to complete them? These are common questions our students have and it is our hope this document can answer these questions. If you need further assistance please contact your supervisor for guidance. Online Training Timeline: Within 30 days of enrollment Back Safety Bloodborne Pathogens Corporate Compliance - National Church Residences Cultural Diversity Ethics and Boundaries in Healthcare (1313AD) HIPAA Overview Home Health Incident Reporting Infection Control and Prevention Patient Rights: Home Care and Hospice Preventing, Recognizing, and Reporting Abuse Tuberculosis: The Basics Workplace Emergencies and Natural Disasters: An Overview Workplace Harassment

46 University Therapy education requirements What courses should I take and how long do I have to complete them? These are common questions our students have and it is our hope this document can answer these questions. If you need further assistance please contact your supervisor for guidance. Online Training Timeline: Within 30 days of enrollment Bloodborne Pathogens Corporate Compliance - National Church Residences HIPAA Overview Infection Control and Prevention Preventing, Recognizing, and Reporting Abuse Workplace Emergencies and Natural Disasters: An Overview Workplace Harassment

47 general student information Expenses Login Instructions Contact Information

48 Expenses Curriculum Housing Online Curriculum Access (Per User) Central Office Online Curriculum Access (Per User) Senior Living Curriculum Access (Includes Relias Training; Per User) Cost $30.00 $30.00 $50.00 Yardi Voyager (Housing Property Management Only) Property Management Basics (Housing Classroom Only) Property Management Basics (Housing Online Learning Teams Only) Management Essentials (Housing Only) $1,179 Travel charges may vary $160 Participant guides- 8 courses Travel not included $22 for participant guide and material $60 conference call fees $40 participant guides 2 Courses 48

49 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. 49

50 NCRU Learning Center To access the Learning Center visit For all new users logging into the Learning Center, your login ID is your first initial and last name. Your password is learn. Username: first initial and last name Password: learn Website: Learning Center: National Church Residences Education and Career Development Department will provide support for all matters related to the National Church Residences University University. Phone: (614) Support Hours: 9:00 a.m. to 5:00 p.m. (EST) Monday through Friday 50