At Royal American Management, INC., (RAM) we have multiple in-house Support Departments which successfully aid in supporting all RAM-managed properties throughout the Southeastern US. These Departments include Community Marketing, Resident Accounting, Tax Credit/Compliance, Resident Relations, Maintenance, Contracting, Human Resources, Accounting, Information Technology, and Risk Management. Each Department consists of highly-trained professionals who are proficient and certified in their respective field.
Whether you need one or all of our support services for your property, we are here to assist you with your needs. Please read below for more information on each.
RAM's Accounting Department provides "Financials You Can Understand." Monthly Financial Statements are provided which include a profit and loss statement, actual monthly and year-to-date financial performance compared to the property budget by item, balance sheet, and a cash flow statement. Real-time financial reports are also available upon request as needed. In addition, RAM can customize owner defined supplemental schedules to meet particular reporting needs and can coordinate or provide all audit requirements as directed. Property money accounts are closely monitored to ensure clear visibility of funds available for day-to-day operations, taxes, insurance and mortgage requirements, and reserves for replacement needs.
The Property Marketing Department provides professional marketing for the individual apartment communities within the RAM portfolio. The Department writes and evaluates marketing plans, creates marketing and advertising strategies, monitors occupancy, conducts on-site customer service and marketing training seminars, and works closely with the Regional and Community Managers to ensure maximum occupancy. All community advertising and social networking initiatives are coordinated through the Property Marketing Department. Members of the Marketing Department stay abreast of the latest technologies and trends in the marketing industry and use their combined knowledge to tailor detailed and specific plans for apartment communities based on their size and location, area income levels, and other demographic characteristics. The Department is actively involved in the lease up of new communities to include logo creation, branding, the creation of print materials, and the oversight of the production of comprehensive and functional websites.
The Department was established in order to centralize the marketing efforts for RAM’s widespread and diverse portfolio and to maximize occupancy through marketing expertise. The Department endeavors to ensure that new communities begin with the proper advertising and exposure and that existing communities are using all possible resources to ensure maximum exposure and to maintain maximum occupancy.The Department consists of a Director and one Marketing Specialist located in the Panama City, Florida Corporate Office, a Regional Marketing Specialist located in the Miami, Florida Satellite Corporate Office, and several on-site marketing specialists located across the RAM portfolio
RAM's Housing Tax Credit/Compliance Department is responsible for ensuring that Housing Tax Credit/Bond communities comply with all IRS and State housing agencies’ policies and regulations. RAM currently manages a large number of Housing Tax Credit/Bond communities, many with multiple funding sources and multiple program requirements. This Department specializes in integrating various program policies including the Housing Credit, Rural Development, HUD, SAIL, Hope VI, and HOME programs to ensure that all requirements are met. In addition to understanding, interpreting, and explaining program regulations, the Department provides comprehensive training to corporate and field staff assisting them in determining resident eligibility, maintaining resident files, and preparing for audits by the IRS, syndicators, and state housing agencies. The number one noncompliance issue reported by state agencies is lack of proper documentation in determining resident eligibility; therefore, the Department places special emphasis on determining resident eligibility and proper file maintenance.
The Housing Credit Compliance Department provides annual income and maximum rent information to all RAM-managed Housing Tax Credit/Bond communities and is responsible for updating and compiling utility allowance documentation annually or as required. The Department also fulfills all program reporting requirements, tracking over 5,000 Housing Credit/Bond units each month and providing reports to a variety of syndicators, auditors, and state housing agencies.
As designated Housing Credit Certified Professionals, our staff has an excellent working knowledge of Housing Credit/Bond Programs. RAM-managed Housing Credit/Bond communities continually meet all program requirements and consistently receive satisfactory ratings from state auditing agencies at annual management compliance reviews.
The Contracting Department supports all Royal American properties and is responsible for all community issues that require a contract of $5,000 or above for both on-site maintenance and/or renovations, for all on-site service related contracts, and for vendor national accounts. The Department coordinates with Royal American Construction for site renovation projects to include writing Resident Relocation Plans if needed and handles all insurable repairs and may from time to time also provide estimates to line staff for major capital improvements as needed for budgeting or otherwise.
The Department’s Vice President and Contract Administrators write “Scopes of Work,” prepare bid packages, solicit bids based on the scopes prepared, review all bids, and submit recommendations to the RAM President and Division Vice Presidents for vendor selection based on vendor qualifications and bid amount. Under the supervision of the Vice President, the staff writes the contracts, obtains and prepares the necessary legal documents to be filed for the owner’s protection, and ensures that the correct checks are issued to the vendor at completion of the contracted job/work. The Department takes numerous measures to preclude legal problems that could arise as the result of work being preformed and monitors the progress of the work throughout the life of a contract.
The Information Technology Department (IT) is responsible for the hardware and software systems used at the Corporate Office and at the property level and for their related interface. This includes troubleshooting problems, initial software training, periodic refresher training classes, and providing hardware and software technical support.
The IT Department reviews current hardware and software and develops plans and strategies to meet Company requirements and expenditure plans. They take the lead in any software or hardware conversion projects beginning with reviewing the software, negotiating prices, setting up conversion schedules, and providing initial training. IT is also responsible for standardizing software products across the Company, establishing procedures for use of the software, and for ensuring the Company Procedures Manual is current and accurate.
In addition, the IT Department is tasked with the responsibility of ensuring that all software is up to date and meets reporting and compliance requirements of governmental agencies. The staff interfaces with software vendors to ensure correctness of license agreements and pricing schedules. The Information Technology Assistant Vice President achieves all Department objectives through close coordination with the President, Vice Presidents, and Department Heads.
Royal American Companies Human Resources Department is comprised of seven fulltime employees. The purpose of Human Resources is to be a resource for our company as well as our employees.
The Human Resources Department is directly responsible for the complete new-hire process of all new employees which includes, but is not limited to, pre-employment drug screening, background investigations, recruitment, and assisting with selection and placement. Personnel files on all employees are maintained at the Corporate Human Resources level and stored at the Panama City Corporate location.
The Human Resources Department coordinates and is an active participant in staff orientation training, which is conducted throughout the year. During the orientation process, items of discussion include the Royal American Companies Employee Handbook, General Procedures Manual, Sexual Harassment Policy, and Drug Free Workplace Policy. All employees attending orientation leave with a thorough understanding of company policies and procedures.
All matters pertaining to discrimination, race relations, and sexual harassment, including conducting internal investigations,is handled through the Human Resources Department. Our Human Resources Department is extensively involved with the compliance of all Federal, State, and local government employment laws and regulations.
RAM's Maintenance Department is comprised of highly trained staff that are experienced and and certified in all areas of maintenance and repairs. The Department's primary role is to provide professional assistance to the field in maintenance situations that exceed field-level capabilities and to appropriately monitor the field to ensure various programs are in place and functioning properly. Equally important, Maintenance supports all RAM properties through consultations and through on-site inspections to determine maintenance problem areas and submit recommendations for solution thereof and to determine repair and/or rehab cost to assist in immediate budgetary decisions and the preparation of future-year budgets. The Department VP prepares Lead Hazard Control, Asbestos Operations & Maintenance, and Mole & Mildew Remdiation plans; monitors and updates the Company Safety Manual and Hurricane Preparedness and Procedures Manual.
The Department provides valuable services to current and future RAM clients regarding currently owned properties and properties under consideration for purchase. By performing site inspections to determine the physical condition of a property and submitting a Physical Needs Assessment report, the client receives the necessary information to determine immediate repair needs, their approximate cost, and the approximate cost of a total/partial property rehab project resulting in the client’s receipt of very important budgetary information. For new construction and repairs and rehabs, a punch list is created and finalized.
The Department is responsible for training all field maintenance staff through bi-monthly classes held over a four-day period at the fully equipped RAM Training Centers in Panama City, Florida. These in-depth classes provide instruction through written text and most importantly, with hands-on experience taught by a highly trained, licensed, and certified staff of RAM instructors. Training covers all areas of building, appliance, and swimming pool maintenance and repair; mold and mildew intrusion; safety procedures; and resident relations/customer service. Participants are tested and receive appropriate certificates of recognition upon the successful completion of the course. HVAC Refrigerant Recovery Certification and CPO Certified Pool Operator Certification Classes are held at regular intervals and on an as-needed basis. Training is supplemented as needed on site for site-specific maintenance issues. The Department also issues memos regarding new Federal, State, and local laws and changes in existing laws pertaining to maintenance and general training memos as necessary.
OneSite/RealPage Software / Support:
RAM's Resident Accounting Division tracks rent payments, resident move ins and move outs, and keeps an ongoing rent roll for all communities in the Royal American Portfolio. The Division also trains site managers in the use of OneSite/Real Page, the accounting software used by Royal American, and serves as a support helpline for managers who have questions or need additional help in using the software and posting rents. Each community in the Royal American Portfolio is monitored daily via computer by this Division and periodic audits are performed to ensure accuracy in reporting.
Developing Resident Relations for over thirty years, RAM has provided quality housing to residents throughout the Southeastern United States. With more than 160 rental properties under our management, we have found that a significant number of residents are not aware of the various community resources available to them. In response, our Resident Relations Department serves as an advocate, bridging the gap between the residents’ needs and the local services available in their communities. In addition, we provide a variety of on-site workshops and enriching activities that address the needs of today’s progressive families. Our goal when implementing supportive services is to create opportunities for success and to foster a genuine sense of community for our residents by providing educational workshops and social activities. When resident services are implemented in a multi-family community, everyone benefits--residents, property owners and management, as well as the surrounding community.
The Risk Management Department is responsible for managing the solicitation, maintenance, and overview of the insurance placement on a diversified property and general liability portfolio including habitational, hospitality, restaurant, and construction exposures. Royal American has assets protected in five states. Both individual and blanket programs are utilized depending on the managed asset requirements. Additional services provided by the Department include the central claims coordination on all types of claims including general liability, property, employment practices, fidelity, and business auto and status reporting to operations management. By centralizing the Workers’ Compensation Program, the Department has realized benefit savings for the operations group with its active claim case monitoring which has resulted in the efficient and caring management of injured workers.