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At Royal American Management, INC., (RAM) we have multiple in-house Support Divisions which successfully aid in supporting the properties we manage for our clients throughout the Southeastern US. These Divisions include Resident Relations, Community Marketing, Resident Accounting, Tax Credit/Compliance, Maintenance/Contracting, and Human Resources. Each Division 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.
DEVELOPING RESIDENT RELATIONS - For the past thirty years, RAM has provided quality housing to residents throughout the Southeastern United States. With more than 170 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 Divison 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.
NEIGHBORHOOD NETWORK CENTERS:
Wild Pines NNC
RAM’s Community Marketing Department creates markteing plans and community advertising, studies demograhics in order to pinpoint target markets, and initiates extra marketing efforts as needed on an individual community basis. Graphic designers within this department create innovative and effective brochures and other collateral printed materials for the community including seasonal flyers that advertise current community specials. The Community Marketing Department endeavors to ensure that new communities start out with the proper exposure and advertising and that existing communities are using all possible resources to ensure maximum occupancy.
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 Residential Manager, 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.
RAM's Housing Tax Credit/Compliance Division 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 Division 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 Division 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 Division places special emphasis on determining resident eligibility and proper file maintenance.
The Housing Credit Compliance Division 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 Division 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.
RAM's Maintenance Division is comprised of highly trained staff that are licensed and certified in all areas of construction contracting and maintenance repairs. The Division’s primary role is to provide professional assistance to the field in maintenance and contracting 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 three RAM Management Divisions 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 Division 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 Due Diligence report, the client receives the necessary information to determine immediately needed repairs, 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.
The Maintenance Division is responsible for all contracting requirements, to include service contracts. The Division’s contracting staff writes “Scopes of Work,” prepares bid packages and solicits bids based on the scopes prepared, reviews all bids, and submits recommendations to the President and Vice Presidents for vendor selection based on vendor qualifications and bid amount. 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 Division 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 Division is responsible for training all field maintenance supervisors through bi-monthly classes held over a four-day period at the fully equipped RAM Training Centers in Panama City and Miami, 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, 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 Division also issues memos regarding new Federal, State, and local laws and changes in existing laws pertaining to maintenance and general training memos as necessary.
RAM’s Human Resources Department is comprised of four fulltime employees. The purpose of Human Resources is to service and maintain the personnel files on all RAM employees located at the corporate level and in the field. The HR 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. The Human Resources Department coordinates and conducts monthly New-Hire Orientation Training for all staff within their first ninety days of employment with RAM. During the orientation process, items of discussion include the RAM Employee Handbook, General Procedures Manual, Sexual Harassment Policy, and Drug Free Workplace Policy. The HR Department also conducts an extensive training segment on the Royal American 401-K Retirement Plan and all health insurance benefits. All participants leave with a thorough understanding of RAM policies and procedures and the benefits provided by the Company.
All matters pertaining to discrimination, race relations, and sexual harassment, including conducting internal investigations, is handled through the Human Resources Department. HR is extensively involved with the compliance of all Federal, State, and local government employment laws and regulations. The HR Manager is directly responsible for all revisions, additions, and/or deletions to the RAM Employee Handbook and General Procedures Manual. This information is reviewed a minimum of every six months and revised as deemed appropriate.
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