Employee Rewards Program

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Christina Leonard
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1 Employee Rewards Program August 2017

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3 Ta bl e of Co n ten ts Welcome Le er...4 Program Descrip on...5 Program Eligibility...6 Points Guidelines...7 Metrics Measured...8 Gi Card Catalog...15 Points Redemp on Form...24 Points Gi ing Form

4 Welcom e Welcome to the Benchmark Milestones Employee Rewards Program. We at Benchmark are very fortunate to have a por olio of wonderful assets throughout many states. What makes our assets stand apart from many others are our people. You are the ones who put faces on our bricks and mortar. You, individually and as part of your team, have an enormous impact on our residents sa sfac on with their home, our employees sa sfac on with their career and our investors sa sfac on with their investment. Given each member s importance to their community, we take great pride in offering an exci ng rewards program we hope will encourage excep onal customer service each and every day. As an employee of Benchmark, you have the opportunity to earn points individually as well as part of your contribu ons to the team. We have structured the program to allow for teams as well as individuals to excel and ul mately be rewarded. I think you will find the program has numerous ways to earn points and a variety of gi card op ons for you to purchase. I hope you all enjoy the program!!!!! Happy Earning!! Maggie 4

5 Program Description Overview The has been developed to reward Benchmark employees for achieving above average results in areas of importance to our business. All employees on the sales and service teams will be eligible and will have mul ple opportuni es to earn points to redeem for gi cards. The metrics measured in the Milestone program are published in this booklet as well as the Intranet so all employees will know the goals they are trying to achieve. Each month, if a team achieves the goals set forth in the metrics measured, points will be awarded. Once enough points are earned for redemp on, employees can choose from a wide selec on of gi cards offered in this catalog. It s as simple as that. Do a great job and be rewarded with the gi cards of your choosing. Good luck to everyone in reaching their Milestones and earning points! 5

6 Program Eligibility Participa tion All site level Benchmark employees in the Residen al Conven onal Management Division are eligible to par cipate. Employees may begin earning points on the first day of the month following their ini al sixty days of employment with the Company. There will be no dis nc on between full me, mezzanine or part me employees for the sake of earning or redeeming points. Taxa tio n Receipt of any gi cards in exchange for points redeemed could be subject to taxa on. Termination If an employee voluntarily terminates their employment with Benchmark, they may redeem any unused points under the following condi ons: A minimum two week no ce of intent to terminate employment is given and fulfilled. At the me the resigna on is given, any unused points are to be turned in for redemp on. Once the two week period is sa sfied, the merchandise will be purchased and sent to the employee. If an employee is involuntarily terminated, no redemp on of points will be permi ed. 6

7 Points Guidelines Points Value Points earned in the Milestone program have no cash value. The value of points awarded may change at any me without no ce. The quan ty of points required for redemp on may change at any me without no ce. Gifting Points Points may be gi ed to other employees in 25 point increments with a minimum gi of 25 points. Please complete the Points Gi ing Form (found at the back of this catalog and on the Benchmark Intranet) and submit it to the program administrator as indicated on the form. Points Expiration Points have no expira on as long as the employee is employed by Benchmark. Red emption Process When a minimum of 75 points are earned to redeem for gi cards offered in this catalog, complete the Milestone Points Redemp on form (found at the back of this catalog and on the Benchmark Intranet) and submit it to the program administrator as indicated on the form. All gi cards will be delivered to the employee s community in 6 8 weeks unless otherwise arranged and approved with the program administrator. 7

8 Metrics Measured Definitions Metric: What is being measured Target: The goal for the community to achieve Tools: Where the informa on (score, etc.) for each metric can be found Frequency: How o en the metric is scored Eligible: Who on the team is eligible to receive points for that metric Point Value: The number of points awarded for achieving the target for a specific metric CM: Community Manager ACM: Assistant Community Manager LC: Leasing Consultant SM: Service Manager ST: Service Technician Metrics measured or the target for each metric may be changed at any me, without no ce. Addi onal metrics may also be added at any me. Please refer to the Intranet for a full list of all metrics with targets and points values. 8

9 Metrics Measured Operations REAC Inspec on Overall analysis of opera ons at a community as scored on HUD REAC inspec ons. Internal Audit Overall analysis of opera ons at a community as scored on the Internal Audit. Mini Internal Audit Overall analysis of opera ons at a community as scored on the Mini Internal Audit. Overall Property Ra ng Found on the JTurner Research Lease Expira on Survey. The Overall Average Ra ng is compiled from 7 ques ons. (All on a scale of 0 10) Appearance and condi on of your apartment. Appearance and condi on of the apartment community. The Leasing Office Staff. The Resident Services Maintenance Staff. The level of service you have received. The 'sense of community' you feel among residents and the staff. The value you receive for the rent you pay. Point Metric Tools Frequency Eligible Target Value LC, ACM, CM, 95% 100% 50 REAC Inspec on REAC Inspec on On Demand ST, SM 90% 94% 25 LC, ACM, CM, 95% 100% 50 Internal Audit Audit Report On Demand ST, SM 90% 94% 25 LC, ACM, CM, 95% 100% 30 Mini Internal Audit Mini Audit Report On Demand ST, SM 90% 94% 15 Overall Property Ra ng JTurner Repor ng: Lease Expira on Survey Monthly LC, ACM, CM, ST, SM > 9 5 9

10 Metrics Measured Resident Retention Reten on Rate The percentage of leases renewed in a given month as a percentage of all expiring leases in that month. Office Courtesy Found on the JTurner Research Work Order Survey. Customer sa sfac on with the level of courtesy from the office team when service requests are submi ed. (Scale of 0 10) Metric Tools Frequency Eligible Target Reten on Rate Renewal Trend Report Monthly Office Courtesy JTurner Repor ng: Work Order Survey Monthly LC, ACM, CM, ST, SM LC, ACM, CM, ST, SM Point Value > 70% 5 >

11 Metrics Measured Sales Sales Presenta on Found on the JTurner Research Prospect Survey. The Leasing Index average is one score comprised of 4 ques ons, all are scale of (At least two Prospect Surveys must be submi ed each month to be considered, points are awarded to the individual scored only.) The gree ng when I entered the leasing office was warm and invi ng. The leasing agent was concerned about my well being. I felt comfortable with the leasing agent. All of my ques ons and concerns were handled by the leasing agent. Telephone Performance The monthly telephone performance of a community as scored using the LeaseHawk Telephone Performance Analysis report (TPA report). Sales Pipeline The thoroughness and consistency of follow up at a community based on the number of ac ve prospects with a need by date that has passed and the number of ac ve prospects that have not been contacted in the last seven days. (This metric is tracked weekly, but reported monthly, meaning that a community must achieve the target for all four weeks of a month to earn points.) Metric Tools Frequency Eligible Target Point Value JTurner Repor ng: Prospect Survey Monthly LC, ACM, CM Sales Presenta on Leasing Index Average Telephone Performance TPA Report Monthly LC, ACM, CM > Sales Pipeline Weekly Follow Up Report Tracked Weekly, Reported Monthly LC, ACM, CM 0 prospects with a past NBD, all prospects contacted with in 7 days 10 11

12 Metrics Measured Ser vice Cleanliness of Service Repairs Found on the JTurner Research Work Order Survey. Customer sa sfac on with the cleanliness of the work area upon comple on of service requests. (Scale of 0 10) Service Courtesy Found on the JTurner Research Work Order Survey. Customer sa sfac on with the level of courtesy from the service team when service requests are completed. (Scale of 0 10) Service Request Comple on Sa sfac on Found on the JTurner Research Work Order Survey. Customer sa sfac on with the completed work. (Scale of 0 10) Service Team Response Time Found on the JTurner Research Work Order Survey. Customer sa sfac on with the response me to their request for service. (Scale of 0 10) Point Metric Tools Frequency Eligible Target Value Cleanliness of Service JTurner Repor ng: Work Monthly ST, SM Repairs Order Survey JTurner Repor ng: Work Service Courtesy Monthly ST, SM > 9 5 Order Survey Monthly ST, SM Service Request Comple on Sa sfac on Service Team Response Time JTurner Repor ng: Work Order Survey JTurner Repor ng: Work Order Survey Monthly ST, SM >

13 Program effec ve September 1, Merchandise list updated July 15, Metrics Measured updated March 16, Rules, points values and available merchandise subject to change at any me without no ce. Management reserves the right to cancel the program at any me. For a full list of eligibility requirements, metrics, points values and available merchandise, visit h p://intranet.benchmarkgrp.com. 13

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16 Redemption Guidelin es Points can be redeemed on a minimum 75 point / $25 value increment for any combina on of the offered denomina onal gi cards, not to exceed your available earned point balance. Point balances are provided to the Community Manager on a quarterly basis. Please refer to the table on the following page for point redemp on increment valua ons. Please submit a Points Redemp on Form found at the back of this catalog and on the Benchmark Intranet to the program administrator as instructed on the form. Please allow 6 8 weeks for delivery of your gi cards. 16

17 Points Valuation 75 Points = $25 Value 150 Points = $50 Value 225 Points = $75 Value 300 Points = $100 Value 375 Points = $125 Value 450 Points = $150 Value 525 Points = $175 Value 600 Points = $200 Value 675 Points = $225 Value 750 Points = $250 Value 825 Points = $275 Value 900 Points = $300 Value 975 Points = $325 Value 1,050 Points = $350 Value 1,125 Points = $375 Value 1,200 Points = $400 Value 1,275 Points = $425 Value 1,350 Points = $450 Value 1,425 Points = $475 Value 1,500 Points = $500 Value Each addi onal 75 point increment is an addi onal $25 value. 17

18 Gift Card Catalog Department & Discount Stores 18

19 Gift Card Catalog Home Decor 19

20 Gift Card Catalog Home Improvement Electronics & Books 20

21 Gift Card Catalog Spor ng Goods Entertainment 21

22 Gift Card Catalog Dining 22

23 Gift Card Catalog Miscellaneous & Specialty 23

24 Milestones Employee Rewards Program Date: Employee Name: Community: 1. Points Redemption Form Merchandise Requested Quan ty $ Value Each (If Applicable) Point Value (Each/Total) EXAMPLE: Target Gi Card 2 $50 150/ Total Points Redeemed: Comments: 24 E mail the completed form to Tammy Metzger at Tmetzger@BenchmarkGrp.com or fax it to (716) Please allow 6 8 weeks for delivery.

25 Milestones Employee Rewards Program Points Gifting Form Date: Gi ing Employee Name: Community: Points may be gi ed to other employees in 25 point increments with a minimum 25 point gi. Gi Recipient Name Number of Gi ed Points Signature: E mail the completed form to Tammy Metzger at Tmetzger@BenchmarkGrp.com or fax it to (716)

Employee Rewards Program

Employee Rewards Program Program Description The has been developed to reward Benchmark employees for achieving above average results in areas of importance to our business. All employees will be eligible