CUSTOMER FOCUS AREA
100 Series: Customer Service and Housing Referral Services Courses
Courses in this focus area create a pathway to excellent customer service and awareness.
Learn strategies for customer service using a humorous approach to exploring and understanding the diversity of today’s military customers. This approach encourages the attendee to incorporate new techniques into the daily operation of the housing organization.
CS 100 is a two-day course recommended for anyone who has to interact with customers, at any level, as part of their daily tasks. No specific course prerequisites are required.
This course asks the question “How can I listen and communicate effectively?” Truly effective communication benefits everyone involved. Participants learn to effectively communicate so others will understand and respond appropriately. Better communication skills lead to better customer service and office interaction.
CS 103 is a two-day course recommended for all personnel working in a Housing Office. No specific course prerequisites are required.
Learn how to understand the dynamics and skills essential for successful mediation and conflict resolution. During the course, students will learn to pinpoint disagreements and practice skills in communications and problem solving to deal with the disagreements. The course includes tools to deal with issues that directly involve the participant, as well as mediation skills to assist others in resolving their disputes.
CS 106 is a two-day course recommended for all personnel working in a Housing Office. No specific course prerequisites are required.
There is no more room for the status quo in the housing arena. Today’s superb housing office is one that requires a unique approach to the clientele that it serves. This one-of-a-kind seminar will provide specifics in terms of how to continually delight clients, improve productivity and enhance morale. You will leave this program with a specific action plan that is tailored to meet your individual needs.
CS 105 is a two-day course recommended for all personnel working in a housing office. No specific course prerequisites are required.
Certified Housing Customer Service Representative (CHCSR) training will give you the competitive advantage you need to excel in a tough and unique military personnel and family climate. In today’s customer-oriented environment, “people skills” are critical for personal and organizational success. As we are dealing with an increasing multi-cultural environment, there exists the potential for different expectations and understanding of what constitutes good customer service. This training will ensure that all members of the housing staff in both CONUS and OCONUS are performing at the same knowledge level. How you handle your customers can directly affect your individual goals as well as your team’s and organization’s performance. This is the only certified customer service program designed specifically for our industry.
CS 106 is an exciting five-day course that is recommended for all personnel working in a Housing Office. No specific course prerequisites are required.
HRS 300 was developed to provide hands-on training for Housing Referral Services (HRS) professionals. HRS professionals act as bridges between the civilian housing market and the military family. Thus, not only do we need to adapt to civilian market practices, but we must also retain and reinforce the sense of a family atmosphere within our housing community.
The military housing arena has evolved from an asset-centric to a customer-centric one. In today’s complex marketplace, and given the intense involvement demanded on our HRS professionals, continuous learning must take place.
HRS 300 is a 4.5-day course and students are strongly encouraged to bring a laptop computer to the classroom.
FACILITIES FOCUS AREA
300 Series: FAC Courses
This focus area is designed for personnel involved with the management of government assets, including housing facilities.
This course is designed for personnel involved in the management of government housing facilities. As a foundations course, it is intended for personnel who have not had extensive experience in this field. This course is an immersion in the principles and practices of sound facilities management.
FAC 300 is q two-day course designed for all personnel new to housing and who have not had a strong background in facilities management. No specific course prerequisites are required.
Students will be exposed to the necessary skills and tools to successfully identify and manage the maintenance workload of military housing facilities. Participants will better control their maintenance program by effectively diagnosing the causes of poor maintenance practices and developing a corrective strategy. This course is not a home inspection certification course, nor is it a mechanical or electrical technicians course.
FAC 303 is a three-day course recommended for personnel involved in the inspection of government housing facilities, either as part of assignment/termination of quarters or BOM work, including supervisors of these individuals. No specific course prerequisites are required.
Whether in military housing or private residential situations, being responsible for assets requires knowledge of facilities management and financial planning. This two-day course is designed to improve the understanding of the asset management process, emphasizing the retention of quality facilities.
FAC 304 is a two-day course recommended for those individuals identified as management candidates, GS 9 and others with financial or facilities management responsibilities with a housing office. It is recommended that FAC 300 be taken prior to this course.
This certification course is designed for personnel involved in the referral management and inspection of community housing facilities, which constitute approximately 70 percent of Service member’s homes. It will delve into the uniquely varied duties of the housing referral inspectors with a focus on the connection between military customers and residential property managers within the Housing Market Areas (HMA) of military Installations. This course will provide a comprehensive understanding of the necessity for and the value of Minimum Standards of Adequacy (MSA) from all military services. MSAs provide the basis for determining safe and sanitary housing, as required by the DoD and are the minimum standards for listing community housing units with Military Housing Offices.
Students will fully understand and appreciate the three primary functions of the community housing inspector’s time: enforcement of MSAs, customer service and the execution of a variety of community housing processes, such as coordinating with local governments and assisting with annual basic allowance for housing (BAH) determination. This course also delves into other concerns, such as personal and occupant safety, and the national life safety codes. Students will be taught to recognize and demonstrate their understanding of listing, complaint and other inspections performed by community housing inspectors. While this course does not teach technical aspects of structural, mechanical, electrical or environmental disciplines, it will identify situations that require a trained and certified technician.
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This certification course is designed for personnel involved in the management of both government housing facilities and private sector inspections. Students will be exposed to the necessary skills and tools to successfully inspect to meet DoD minimum acceptability criteria. They will also be taught to identify and manage the sustainment, renovation and modernization workloads of military housing facilities. Taking this course will provide a greater understanding of inspection principles for existing or newly constructed facilities, both the private sector and governmental.
Students will be exposed to the various phases of construction from site work to final acceptance, change of occupancy maintenance requirements, and management of contract vehicles in a military setting. A portion of the class is devoted to understanding mold, it’s causes, implications, and practical treatment of affected areas, as well as other safety and livability issues.
This five-day course is not a home inspection certification course, nor is it a mechanical or electrical technician course. FAC 309 is recommended for personnel responsible for the maintenance and inspection of both family and bachelor government housing facilities, including supervisors of these individuals. No specific course prerequisites are required.
MANAGEMENT FOCUS AREA
400 Series: MGT Courses
This focus area is THE training track for all levels of managers in military housing.
This course provides a comprehensive overview of housing operations and provides the building blocks for future career growth. Students will learn how to:
- Explain the mission and business of housing.
- Summarize the housing organization including all functional areas and levels.
- Execute improved customer service skills.
- Distinguish between the requirements and importance of facilities and financial management.
MGT 400 is a four-day course recommended for new housing employees and for those who interact with the housing office. No specific course prerequisites are required.
For the “newbie” or as a comprehensive refresher to “old-timers,” this course presents an overview and history of Housing, while introducing privatization in DoD and the selected Service. It describes federal and private sector staffs and their roles in serving military customers, with an in-depth review of the selected Military Housing Office (MHO) and the traditions and culture of the Service members they serve. Understanding your customer leads to excellence in service.
MGT 404 is available for Army, Navy, Air Force OR Marine Corps.
Register for the MHLI Online Academy to take this course now!
NEW! In today’s fast-paced environment where technology, information flow and business practices are constantly changing, many believe that managers act more like leaders and leaders often manage. This is great if you know how managers manage and how leaders lead. Knowing is only part of the equation. How do you effectively communicate this within your organization? This course will look in depth at both sides of the coin and help you prepare for either or both roles and then learn to effectively communicate both.
MGT 405 is a new five-day course offering from MHLI.
UH/LODGING FOCUS AREA
500 Series: UH Courses
Specifically designed for personnel who work in Unaccompanied Housing (UH) and Lodging. This focus area introduces the students to UH management, furnishings management as well as basic and advanced military lodging management.
This course is designed for personnel assigned to manage UH and Furnishings at all levels, both military and civilian. Participants of this course learn the basic elements of UH and furnishings management. This course requires a minimum knowledge of military terminology and basic personal management skills. This course can be customized to be Service specific.
UH 500 is a three-day course offering from MHLI.
This course was created for personnel assigned to manage UH at all levels, both military and civilian. Participants of this course learn the basic elements of UH management. This course requires a minimum knowledge of military terminology and basic personal management skills.
UH 501 is a two-day course offering from MHLI.
This course will provide housing professionals and other personnel assigned to manage furniture programs with a comprehensive overview of requirements as well as minimum furniture specifications established by DoD and the specific Services.
The Introduction to Furnishings Management (UH 502) course concentrates on understanding what quality furniture is, determining needs, procurement regulations and determining what a good proposal is by using Best Value Selection. The course can also be customized to a specific Service requirement
UH 502 is a two-day course offering from MHLI.
MHLI is proud to join with our strategic partner, NAA, to present the first certification program specifically intended for persons involved in the management of UH. Successful completion of this five-day course will earn students the certification as a Certified Defense Unaccompanied Housing Manager (CDUHM) Level 1. This course is designed to provide a UH manager with the basic skills required to manage a UH operation that has not yet been privatized. This includes permanent party and student UH.
Students will be required to participate in group exercises as well as conducting subject matter research to be ready for each day’s lessons. Students will be required to pass the final open text examination with a score of 85% or better to receive certification.
UH 503 is an advanced level certification course. It is intended for personnel who have experience in UH and/or for personnel who have taken other entry and intermediate UH courses. No other specific course prerequisites are recommended.
MHLI is proud to join with our strategic partner, NAA, to present the second course in our certification program specifically intended for persons involved in the management of Unaccompanied Housing (UH). This course is relevant to managers of housing specifically assignable to single Service members. Successful completion of this course will earn students certification as a Defense Unaccompanied Housing Manager (CDUHM) Level 2. This course is designed to provide a UH manager with the advanced skills required to manage a UH operation and also addresses the concepts of privatization of UH.
UH 503A is a five-day course and students are strongly encouraged to bring a laptop computer to the classroom. Before attending this course you must complete UH 503 and be certified as a CDUHM Level 1. Waivers of the prerequisite will not be considered.
PRIVATIZATION FOCUS AREA
Privatization Focus Area: PVT Courses
Through its partnerships, MHLI has been a leader in educating military housing personnel in the new reality of privatization. The Privatization Focus Area was created to help both private and government employees navigate in privatized military housing.
AVAILABLE FOR ARMY, NAVY, AIR FORCE OR MARINES!
MHLI is proud to present the first certification program specifically intended for persons involved in the privatization of military housing. This is a Level One offering and is intended to cover the privatization process from concept to pre-transition. The intent is to prepare the management level personnel for not only the requirements of the privatization process but to recognize challenges to the management process in the traditional housing office. This course will cover the Congressional legislation applicable to privatization, the DoD guidance, a comparison of the various Services’ programs, ethical considerations, private sector maintenance, financial and human resource practices as compared to current Service practices. Also discussed are the traditional management roles of communicating and directing workflow, team-building considerations and change management in order to better prepare the management personnel to successfully transition from a traditional housing operation to a privatized operation.
PVT 600 is a five-day course intended for all levels of personnel who are or may be involved in the privatization of military housing.
Register for the MHLI Online Academy to take this course now -$1165 for Federal Employees and $1280 for non-Federal Employees!
MHLI is proud to present you with the second certification program specifically intended for persons involved in the privatization of military housing. CDPM™ Level 2 covers the privatization process from transition to long-term viability. The intent is to prepare management-level personnel for the requirements of the Portfolio Asset Management (PAM) process and provides training in financial analysis to assist in identifying trends that may positively or negatively affect the program success. This course will cover the Congressional and the DoD PAM reporting requirements, the PEP program, responsibilities of the portfolio and asset manager, private sector financial reporting metrics and evaluation of financial spreadsheet data to assist in the decision-making process. Also discussed will be personnel transition issues, program continuity and other management tasks identified in the various Service’s lesson learned seminars.
PVT 600 A is a four and half-day course. Successful completion of the PVT 600: CDPM™ Level 1 course is a mandatory prerequisite. Management personnel who will be responsible for the oversight, PAM responsibilities and long-term viability of their respective Service’s privatization program should attend this training. It is also strongly recommended that individuals have previous training in private-sector financial practices.
PVT 600B IS THE CAPSTONE COURSE OF THE CDPM™ SERIES!
This course will concentrate on maintaining the relationships and sustaining the privatization project through the term of the ground lease and the maturation of the projects. This training is designed to enable the asset manager to successfully develop the successive future generations and lay the groundwork for continued success.
PVT 600B is a four and half day course. Successful completion of PVT 600: CDPM™ Level 1 and PVT 600A: CDPM™ Level 2 are both mandatory prerequisites. The material will be presented through classroom lectures, student discussions and group exercises and case studies.
PVT 606 is a four and half day course is designed for Asset Managers who are ready to dive deep into the financial spreadsheets to see what makes them tick. Verify the accuracy of and evaluate a pro forma, then brief recommendations with confidence. Learn how to find what you want, get what you need and understand financial models built by someone else. This course will be an interactive, hands-on class about real estate pro formas. You have already developed a high-level understanding; this will give you the “in-the-weeds” skills to dissect a proposal, determine if the model works properly and assess the impact of proposed changes to the short-, mid- and long-term financial health of a project.
Successful completion of PVT 600: CDPM™ Level 1 and PVT 600A: CDPM™ Level 2 or knowledge of Microsoft Excel is recommended.
This combined eight-day course is a fast-paced certification course. The CDPM™ Level 1 portion of the training covers the privatization process from concept to pre-transition. The course will cover the Congressional legislation applicable to privatization, the DoD guidance, a comparison of the various Service’s programs, ethical considerations, private sector maintenance and financial and human resource practices. The CDPM™ Level 2 portion of the training covers the privatization process from the transition to long-term viability. The course will cover the Congressional and Department of Defense PAM reporting requirements, the PEP program, responsibilities of the portfolio and asset manager, private sector financial reporting metrics and evaluation of financial spreadsheet data to assist in the decision making process.
This course is intended for all levels of personnel who are or may be involved in the privatization of military housing.
This combined eight-day course is a fast-paced certification course intended for personnel involved in the privatization of military housing. The CDPM™ Level 2 portion of the training covers the privatization process from transition to long-term viability. The course will cover the Congressional and DoD PAM reporting requirements, the PEP program, responsibilities of the portfolio and asset manager, private sector financial reporting metrics and evaluation of financial spreadsheet data to assist in the decision making process. The CDPM™ Level 3 portion of the course will concentrate on maintaining the relationships and sustaining the privatization project through the term of the ground lease. This training is designed to enable the asset manager to successfully develop the successive future generations and lat the groundwork for continued success.
Management personnel who will be responsible for the oversight of PAM responsibilities and long-term viability of their respective Service’s privatization program should attend this training. Successful completion of PVT 600: CDPM™ Level 1 is a mandatory prerequisite. It is also strongly recommended that individuals have previous training in private sector financial practices.
GENERAL SKILLS AREA
General Skills Area: GEN Courses
General Skills Courses are not considered a “focus area” for certification purposes.
This seminar includes a video presentation, exercises, handouts and humor in an introduction to stress management tools. The presenter obtains a commitment from each participant to implement the enriching and oftentimes life-saving tools obtained in this training.
GEN 700 is a two-day course offering from MHLI.
IREM & NAA TRAINING
Affiliated Partner Sponsored Training
MHLI is proud to join with our strategic partners, the Institute of Real Estate Managers (IREM) and the National Apartment Association (NAA).
The Institute of Real Estate Management (IREM) has been the source for education, resources, information, and membership for real estate management professionals for more than 75 years. Successful Site Management (RES201) students will learn the key components of residential management in this intensive week-long course designed to help those new to the industry see “the big picture.” Course participants can gain the knowledge they need to successfully complete their Accredited Residential Manager® (ARM®) certification exam and manage profitable residential assets. More experienced participants working toward certification will also benefit from the opportunity to review those concepts used daily in their work and hone skills that can advance their career.
RES 201 is a five-day course, with the arm certification Exam offered on the morning of the sixth day.
The National Apartment Association (NAA) is a federation of 164 state and local affiliates, comprised of more than 30,000 multi-family housing companies representing more than five million apartment homes throughout the United States and Canada. The Certified Apartment Manager (CAM) Course and Exam were developed by NAA to provide the hallmark training for onsite manager professionals. Reviewed and updated on an ongoing basis, these ten modules provide the foundation for strong, informed and professional onsite management.
CAM is a six-day course with no classes held on Saturday or Sunday.
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The Military Housing and Lodging Institute, a nonprofit organization, is incorporated in the state of Virginia and operates under federal statutes as a section 501(c)(3) or educational nonprofit institute.