FirstVoice Newsletter_Jan_2023 (1)

January 2023
Inside you'll find...
HUMAN
RESOURCES
CUSTOMER
SERVICE
BUSINESS
DEVELOPMENT

CORE
VALUES
AIM HIGH
We are passionate about being the
best at what we do. By attracting,
training, and retaining great people,
we set the standard for service and
professionalism in our industry.
BE GENUINELY
HELPFUL
We take pride in serving each and
every one of our communities. Whether
it’s opening a door with a friendly smile
or tackling a problem, being genuinely
helpful is what defines us.
BUILD GREAT
RELATIONSHIPS
Relationships based on respect,
trust and effective communication
are the cornerstone of our success.
DO WHATS RIGHT
Our clients trust us to do what’s best
for their community. We are guided by
our ethics and clients’ interests in
everything we do.
IMPROVE IT
OWN IT
We learn from our experiences. We are
open-minded, collaborative, and
continuously looking for ways to
improve.
Each of us is accountable. When
facing any challenge, we see it
through to resolution with
perseverance, integrity, and open
communication.
fsresidential.com/illinois
Making a difference. Every day.

Table of Contents
Asa's Letter
Culture Champion
Online Reputation Tap
Human Resources
FirstVoice, Social Committe & Social Purpose
Customer Service & Personal Development
Accounting
Connect
FirstService Project Management
In Good Company
FirstService Construction & Maintenance
FirstService Energy & FirstService Financial
Business Development & Marketing
IT
2
3
4
5-6
7-8
9
10
11
12
13
14
15
16
17

DEAR ASSOCIATES
A new year has begun, and I am elated to be
able to start this new year, this new journey with
you. As I look around the company, I notice I’m
surrounded by creative, passionate,
knowledgeable and dedicated people, I honestly
couldn’t ask for a better team of people to work
with. As I think about the year ahead, I see 2023
as a fresh start in many ways. We’re presented
with an opportunity to write a beautiful story
that highlights the challenges we’ll face, the
relationships we’ll build and the wins we’ll
celebrate. I know as a team we’re unstoppable.
We closed out 2022 on a high note, being able to
gather for our first Holiday Party in the past
three years. Seeing our team in such a jovial
place brought happiness to my heart, I for one
can say I look forward to a host of in-person
events this year.
I reflect on our mission statement, “deliver
exceptional service and solutions that enhance
the value of every property and the lifestyle of
every resident in the communities we manage.” I
want to challenge each of you to think beyond
what you do as a task and more about how you
individually deliver on this statement every day.
As a team we are more than the tasks we
produce, we are more than the numbers we
churn; we are caring – devoted individuals
deeply convicted by our core values.
Each day you step into your place of work I
challenge you to question, “how can I
positively impact the life of a resident or
fellow associate today.” I believe that with
some daily focus on our “Blue Chips” and a
lot of empathy we can deliver on our
mission statement each and every day.
I can’t thank you all enough for
contributing to an extremely
"
successful 2022. I’m more
confident now than ever that we
absolutely have the best team
in the business, and I look
forward to accomplishing great
things together in 2023.
fsresidential.com/illinois
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Making a difference. Every day.

CULTURE
CHAMPION
Levels of Listening
When we listen with curiosity, we
don’t listen with the intent to
reply. We listen to what’s behind
the words.” Roy T. Bennett, Author
The entire message, beyond words, to be moved.
“When communicating with fellow
associates and family oftentimes
we don’t listen for words. We pay
attention to body language and
nonverbal cues. We wait to see
how they respond to what we say.
Sometimes what isn’t said is more
important than what is said. The
highest level of listening is
Listening For Understanding. It
allows you to dig in further and
ask more questions. This equips
you to be better at guiding,
partnering and coaching. Take a
moment to think of a time at
either work or home where you
weren’t listening for
understanding. Now think about
how the outcome would have
changed if you listened for
understanding! Try to put this
concept into practice both
professionally and personally and
see the positive change it has in
your communication.
fsresidential.com/illinois
3
Making a difference. Every day.

HOW ARE WE
LOOKING
ONLINE REPUTATION
Simply Ask Campaign
Current review status:
Simply Ask Trail blazers
Reviews matter. The Simply Ask online
reputation campaign exists to educate
associates, particularly resident facing
associates, on the importance of asking for
reviews. How the public sees FirstService
Residential matters. This program helps us
create the best image of ourselves to the
general public. If you've satisfied a resident,
simply ask for a review, one 5-star review goes
a long way!
Rhonda Allen - 16.5, 5-star reviews
Colleen Negron - 17, 5-star reviews
Andrea King - 2, 5-star reviews
Thank you to everyone who participates in
the Simply Ask campaign.
To learn more about our Online Reputation
program please reach out to your direct
manager.
fsresidential.com/illinois
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Making a difference. Every day.

HUMAN
RESOURCES
ARE YOU READY FOR
PERFORMANCE CONVERSATIONS?
Heading into performance reviews can
create mixed emotions for many associates.
Are you excited to provide updates on your
goals? Or maybe you are feeling anxious
about what kind of feedback your supervisor
may provide. Regardless of the emotions you
are feeling, understand that the process of
performance management is intended to
productive and constructive towards your
growth and development as a FirstService
Residential associate.
Whether you are participating in the
performance review as the associate or the
supervisor, always start the meeting by
checking where you are at on the Mood
Elevator. Try to at least stay curious as you
begin the performance review conversation.
TECH TALK
If you like “Let’s Connect” and “Finding the
Balance” - good news! We’re adding
another topic to our series of monthly
training sessions! Starting January 25th at
2:30 p.m., Angel Passament, IT Manager,
will be hosting “Tech Talk”, a half-hour set
aside each month for you to learn some tips
and tricks using the various technologies
and systems, as well as ask questions on
IT-related topics. To kick off Tech Talk,
Angel will be discussing the importance of
cybersecurity, and demonstrate how to
protect important and sensitive
information in emails using the “encrypt”
function in Microsoft. He will also make
sure to leave ample time to answer any of
your technology questions. Meeting
invitations for the “Tech Talk” series will be
sent out via email in early January.
fsresidential.com/illinois
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Making a difference. Every day.

Tips on approaching performance reviews as an associate
Be Here Now, listen to understand and suspend judgement
Be prepared to discuss your self-evaluation and provide examples
Be honest and discuss any concerns openly
Ask your Supervisor for additional feedback on your performance
Discuss your career aspiration and required development activities
Tips on approaching performance reviews as a supervisor
Schedule the meeting, in advance, and provide adequate notice
The meeting should preferably be in person and in a quiet space
Be Here Now, listen to understand and suspend judgement
Establish the purpose of the meeting
Create a sincere and open atmosphere
Recognize the associate for a job well done
Invite the associate to explain their ratings and comments
If an emotional situation arises, maintain a positive, optimistic
demeanor. Try to minimize nervousness by empathizing and being
fully present in the conversation
Don’t hesitate taking a break or continuing the conversation at a
later time
TIMELINE REMINDERS!
All self-evaluations were due in ADP Vantage by December 31, 2022.
If you are still marked as “Not Started” or “Started” (but not
complete), please finalize your evaluation ASAP!
Supervisor evaluations should be completed in ADP Vantage by the
end of January with 1:1 performance conversations well underway
throughout the months of January & February.
By March 10th, all evaluations and performance conversations
should be completed. All evaluations should be signed by both the
associate and the supervisor in ADP Vantage.
For more information on how to complete this year’s performance
reviews in ADP Vantage and to reference the timeline, please go to
Connect > Corporate tab > Human Resources > Performance
Management.
For support, please contact a member of the HR team at
humanresources.il@fsresidential.com.
fsresidential.com/illinois
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Making a difference. Every day.

FIRSTVOICE
SOCIAL COMMITTEE
SOCIAL PURPOSE
FirstVoice is an internal
anonymous survey that gauges
the level of satisfaction and
engagement of associates. This
survey has proven to be
extremely insightful. It asks
questions related to effective
communication, opportunities
for growth and more. Based on
the ratings & feedback
provided in the survey, the AES
team then hosts listening
sessions to better understand
what our associates are saying
and to give examples/offer
suggestions for change. Lastly,
the data is broken down into
different themes and an action
plan is developed for the
following year.
fsresidential.com/illinois
SOCIAL COMMITTEE
Do you like employee events?
We do too! Each year our
amazing team of associate
social committee volunteers
helps organize and execute
fun events for our local
market. Last year was nothing
short of exciting as we had the
opportunity to gather for inperson
events. This year the
Social Committee's goal is
participate in even more
events that bring employees
together for fun and good
memories so be on the lookout
for communication from the
Social Committee!
7
Snapshot of 2022 Events!
Making a difference. Every day.

SOCIAL PURPOSE
Giving Back. Making an Impact!
Whether you're a new hire or seasoned
veteran to FirstService Residential you should
know we strive each and every day to give back
to the communities around us. Our mission is
to see our core values lived out daily.
Across our service areas in the United States
and Canada, we donate toys to children,
assemble care packages for deployed troops
and homeless people, collect school supplies,
gather donations for food banks and help
build homes with Habitat for Humanity.
As a corporation, FirstService Residential also
provides assistance to our residents in times
of emergency. We have established $10
million emergency funds to cover damages in
many of our managed communities caused by
catastrophic events, such as hurricanes,
earthquakes, major snow, or flooding.
Last year from June to September, associates
came together during our Summer of Service
to undertake various volunteering efforts.
From assisting at the local animal shelter to
cleaning our South Florida beaches. Thanks to
our team’s help, we were able to make a
difference in our local communities, check out
the video below to see how we uphold our
mission; FirstServe Others.
fsresidential.com/illinois
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Making a difference. Every day.

CUSTOMER SERVICE PRO TIPS
Active Listening
Great customer service takes more than just
listening to what people are saying and then
giving them exactly what they requested. CSS
tries to determine what our client needs and
see if we can provide more. (Example: If a
manager wants labels, we don’t just provide
the labels but as why they need the labels.
Occasionally, you can save the manager a lot
of time by providing pre-addressed envelopes
or having our team do the mailing versus the
manager).
Communicating in the Best Way Possible
When CSS is sent an email, sometimes the
best response is not an email in return. Often,
it is a good idea to call the person or go and
see the person as a way of providing personal
service and “hear” what cannot be written in
an email.
Friendliness
CSS wants to make the person asking for
assistance feel as if their request is
welcome. Sometimes a client is stressed or
overwhelmed and our goal is to provide
support and not be an added burden to the
client making a request.
Sharing Feedback
It is import to have good rapport with your
clients. CSS tries to provide tips on how our
clients can be more successful in their
requests. When you have a good rapport, it is a
lot easier to discuss the ways CSS can improve
or the clients can improve. (Example: Timing of
requests, format of requests, errors).
Responsiveness
Most of CSS requests are high turnaround,
so our awareness of incoming requests is
crucial. Our clients appreciate our quick and
accurate processing of requests and we truly
appreciate their quick response to our
questions.
SOFT SKILLS DEVELOPMENT
Lead with empathy
A quick Google search states the definition of
empathy is, "the ability to understand and
share the feelings of another." Showing
empathy helps foster open communication and
reassures others that you will do your best to
understand their thoughts and feelings.
Empathy also helps reduce the temptation to
place blame and finger point. When we lean
into others, we also take a look at our own
actions and the role we played in the situation
at hand.
SELF-CARE TIP
Go to bed at a regular time each evening.
Having a set bedtime allows your body to
naturally conform to a sleep/wake rhythm.
Sleep is necessary to restore the body's
resources as well as heal. A more rested you
is a better you!
fsresidential.com/illinois 9
Making a difference. Every day.

ACCOUNTING
MEET YOUR AR TEAM
How AR Supports You
AR Support should be your first point of
contact before your Accountant regarding
owner-based questions for accounting!
Those include:
Clickpay payments
Homeowner ledgers research
Reversals
Cash Receipts
Billing Adjustments
THE WHO BEHIND THIS TEAM
Jessica Dishroon
She has the cutest
toddler, studied
Opera for 5 years,
and does
photography on the
side.
Bad Debt Write Offs
Cash Refunds for owners and
exceptions
Katherine Harrell
Contact Information:
Jessica Dishroon:
ARSupport.EGV@fsresidential.com
Katherine Harrell:
AR.IL@fsresidential.com
She has 3 beautiful
grandchildren, she’s
an avid traveler, and
has been with
FirstService for over
10 years.
fsresidential.com/illinois
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Making a difference. Every day.

CONNECT
WHAT IS CONNECT?
No matter your department or position at
FirstService, Connect plays an integral role in
your daily tasks. As the main property
management database both within the
company and with our residents, Connect is
the proprietary software of FirstService
Residential and is continuously managed by
our Illinois Connect Team Systems Manager
Krisztina Hynes, and Connect Coordinator
Chrissy Bialek. While we focus on Associates'
needs here in Illinois, we are also members of
the North Region Connect Team based out of
Ontario. We partner with peers in British
Columbia, Alberta, Ontario, Minnesota, and
Missouri.
The Connect Team is kept very busy helping
associates with technical support issues
relating to Connect including but not limited to
user id setup, building new properties,
creating the Resident Portals, as well as
providing training on all the system's features
and functionality.
Each month, we provide our new hires (and
invite anyone who may need a “Connect
refresher”) two workshop sessions – “New
Hire Introduction to Connect” and “Connect
Deep Dive”, as well as "Let's Connect" where
anyone can join in to learn more about
Connect and have questions answered. In
addition, we provide Board
Training/Introduction to board members upon
request.
The Connect Team also serves as the voice for
the Illinois Market by submitting proposals for
enhancements from the suggestions we
receive from our fellow associates or, if the
need arises, escalating any system bugs to the
national support team.
Please join us every second Thursday of the
month in a "Let's Connect" session, where we
allow you to determine the agenda and ask any
questions you may have. These monthly
sessions also allow us to provide further
details on Connect updates and refreshers on
standard features or tasks in Connect. Join us
on Thursday January 12th at 1pm for our next
"Let's Connect," where we will introduce and
demonstrate the recent tracking
enhancements to the Communication tool.
Contact the Connect Team at connect.il@fsresidential.com
fsresidential.com/illinois
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Making a difference. Every day.

FIRSTSERVICE
PROJECT MANAGEMENT
Providing Project Management - From
Conception to Completion
Construction and renovation projects are
always easier with the right help. Our
FirstService Project Management (FSPM)
division is an in-house, full-service project
management team exclusive to properties
managed by FirstService Residential. FSPM is
a strategic alliance leveraging the best local
talent including engineers, architects,
contractors, and suppliers to deliver a turnkey
solution including cost savings and
efficiencies back to the association.
FirstService Project Management serves as
your Association’s advocate for your capital
improvement construction projects. Our
clients rely on our expertise and capacity to
understand their vision, coordinate the work,
and negotiate on their behalf. FSPM provides
a turnkey solution to our managed properties
to provide fee-based, full construction
management. Our goal is to lessen the burden
on board members and property managers by
providing construction management services
from conception to completion.
Learn more about FirstService Project Management
RECENT PROJECT
LINCOLN PARK WEST CONDOMINIUM ASSOCIATION
FirstService Project Management was engaged by
the Board of Directors at 2020 Lincoln Park West to
manage the replacement of the high zone domestic
hot and cold risers after numerous leaks had
become evident to residents and management.
This included a diligent preconstruction phase to
establish the necessary requirements for the
development of drawings and specifications for the
project. FSPM completed multiple site visits with
representatives from In Good Company plumbing
and engineer vendors to review the feasible scope
options that would be best suitable to support the
infrastructure of the building. After establishing
the scope, schedule, and budget with the vendors
and Association, FSPM managed the construction
phase of the project which included coring floor
slab for the new risers, installation of the new hot
and cold risers which also tied into the existing
system, installation of access panels in the
common corridor at each isolation valve, and unit
coordination for the branch line piping installation
which runs through the base cabinets within unit
owners’ kitchens. As a result of FSPM’s due
diligence during the pre-construction phase,
$65,000 was returned to the Association in unused
contingency. View project photos here.
fsresidential.com/illinois
12
Making a difference. Every day.

IN GOOD COMPANY
WHO WE ARE
WHAT WE DO
In Good Company (IGC) is FirstService
Residential’s partnership marketing
and vendor program. We’ve engaged
with leading vendors in the most
requested service categories and prevetted
and negotiated preferred terms
and services on behalf of our property
managers and clients. I am happy to
announce that we’ve branded IGC. All
IGC related publications and events will
display the logos as seen below. The
logo’s theme brings together 1) our
clients, 2) FirstService Residential and
3) our IGC vendors, forming the three
points of the roof and all amongst
“Good Company”.
FRESHLY BRANDED
Should you have any questions about
IGC or the marketing platform please
feel free to reach out to
Jen Yang at:
jen.yang@fsresidential.com or
847-777-7025.
fsresidential.com/illinois
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Making a difference. Every day.

FIRSTSERVICE
CONSTRUCTION & MAINTENANCE
FIRSTSERVICE CONSTRUCTION & MAINTENANCE
Construction and Maintenance Services
With over 25 years of service experience,
FirstService Construction & Maintenance
prides itself on carrying out high quality
construction and maintenance projects for all
FirstService Residential communities.
Property Managers can rest assured their
construction projects are in good hands with
an in-house dedicated Project Coordinator
who works with property managers to see
maintenance and construction projects
through to completion. Our teams provide
construction as well as daily maintenance
services to FirstService Residential managed
sites.
Construction Services:
Fire and water damage repairs
Interior and exterior painting
Balcony rebuilds/railing replacements
Concrete and masonry
Electrical
Maintenance Services:
Common area damages
Leaks
Dry wall repair
Exterior issues
And more
RECENT PROJECT
Lincoln Ridge Carriage Homes
After a complete project scope and project meeting
our team got work removing dated handrails. The
townhomes suffered from failing ferrous metal
railings on their upper balconies. To solve the
safety and unsightly issue, we proposed using a
composite railing system connected by Simpson
lag ties into the existing structure. As a result, we
replaced the handrails on 68 balconies adding
design esthetic and safety security to each
homeowners property.
Learn more about FirstService Construction &
Maintenance
fsresidential.com/illinois
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Making a difference. Every day.

FIRSTSERVICE ENERGY
FIRSTSERVICE INSURANCE
To enhance our property management
business by leading our clients to
reduce energy consumption, cost, and
emissions.
FirstService Energy (FSE) was
established to help our clients
significantly enhance their building’s
efficiency by providing data and support
to boards and managers to drive
informed decision making.
Below are some services we provide:
Energy procurement
Education and training
Utility bill auditing
Energy assessment & advisory
FirstService Financial (FFI) offers
comprehensive financial services
exclusively to properties managed by
FirstService Residential. Our goal is to
provide exceptional financial value to
the associations we serve.
Below is a list of our services.
Banking Programs
Reserve Program
Lockbox Program
Cash Reserve Program
Lending Services for Associations
Insurance Programs
Commercial Insurance Products
Premium Financing
Learn more about FirstService Energy
Contact Information:
killeen.mcdonald@firstserviceenergy.com
212 .324.9627
Learn more about FirstService Financial
Contact Information:
sean.gaynor@firstservicefinancial.com
312.231.9447
fsresidential.com/illinois
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Making a difference. Every day.

BUSINESS DEVELOPMENT
& MARKETING
NEW PROPERTY AQUISITIONS
City WINS!
MEET THE NORTH REGION
MARKETING TEAM!
Horizon House Condominium Association
1540 N State Parkway
900 West Washington CA
Thorndale Beach North
3700-3720 North Lake Shore Drive
The Orchard Private Residences
Church Street Station Condo
Suburban WINS!
Woodridge Center THOA
Pueblo Commons CA
Kingsport Estate CA
The Benchmark of Palatine CA
1000 South Lorraine CA
Graue Mill Homeowners Association
Graue Mill I Graue Mill IV
Graue Mill II Graue Mill V
Graue Mill III
fsresidential.com/illinois
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Meet the North Region Marketing team! Our
exceptional team of marketers is comprised
of Katie O’Hara, VP of Marketing North
Region, Sarah Alberts, Marketing Director,
Swathi Sarma, Marketing Campaign
Manager North Region, Ayan Hussein,
Regional Events Coordinator, Eden
Mulugeta, Marketing Coordinator,
Kristopher Leithwood, Graphic Designer
North Region Meaghan Ketcheson Regional
Marketing & Communications Coordinator,
Waqar Gul, Regional Research Specialist,
Kerri Robins, Marketing Manger and
Dominique Cowens, Brand Marketing
Manager, Illinois!
Making a difference. Every day.

IT
ARE YOU ONEDRIVE SAVVY?
Many of us have heard of OneDrive but
don’t know the amazing features it has to
offer. OneDrive allows you to Backup all
your Files. Anything that is stored on the
OneDrive can be accessed from your
computer, tablet, mobile device or basically
anything that allows you to connect to the
internet. You can share those documents
with internal and external user. As a team
you can Edit the documents. You can also
decide who gets what access to the File and
remove that access at any time. OneDrive is
a great tool to keep your important
information save and secured in the cloud.
Signing into OneDrive on your computer
Click on Start and search for OneDrive
Once you click on OneDrive it might ask you to
sign in. If it signs you in automatically you can
skip these steps.
For the rest of this step-by-step guide click
here to view and/or download the helpsheet.
IT HOUSEKEEPING
SPAM HAPPENS...
If you receive a suspicious email IT is here to
help. All suspicious emails can be forwarded to
spambox@fsresidential.com for review.
IT TICKET SUBMISSIONS
For all IT related issue please submit tickets to
ManageEngine ServiceDesk Plus
(fsresidential.com) or Call our National
Helpdesk at (844) 722-6898
fsresidential.com/illinois
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Making a difference. Every day.

@FirstServiceResidentialIllinois
@FirstServiceResidentialIllinois