M
onument Real Estate Services (MRES) has introduced a hybrid administrative initiative to boost staff engagement at the community level while streamlining leasing and move-in processes. This approach allows local teams to focus on resident interactions, while a centralized team handles leasing and move-ins.

    Traditionally, local staff manage properties, residents' needs, and leasing/move-ins. MRES's hybrid program creates a remote centralized team that assists with applications, background checks, lease signings, and move-in processes, including utility setup. This frees up the onsite team to focus on community engagement and customer care.

    "The results have been extraordinary," says Ginny Decker, Senior Vice President of Operations at Monument. "By freeing up onsite staff, we've increased resident engagement and overall customer care." Amanda Jones, MRES's Operations Director, adds that the system provides efficiencies of scale and a more hands-on leasing process, resulting in higher move-ins and lower eviction rates.

    The hybrid system positions team members to work in their strengths, providing residents with the level of care they deserve.