OneVoice Newsletter_April_2023

April 2023 

Inside you'll find...and more! 

MYADP UPDATES 

IN GOOD COMPANY 

VENDOR EXPO 

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 WHAT'S 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 

Online Reputation Tap 

Human Resources 

Customer Service & Personal Development 

Accounting 

Connect 

FirstService Project Management 

In Good Company 

FirstService Construction & Maintenance 

FirstService Energy & FirstService Financial 

Business Development & Marketing 

IT 

Operations 

2 

3-4 

5 

6 

7 

8 

9-10 

11 

12 

13-14 

15 

16

HOW ARE WE 

LOOKING 

ONLINE REPUTATION 

Simply Ask Campaign 

Current review status: 

 

Simply Ask March Trailblazers 

Rhonda Allen 

Katlin Dorsey 

Mali Arwood 

Susan Nichols 

Julianne Jackson 

Elizabeth Sokacich 

Leslie Dyenson 

Jenn McFarlane 

Sandy Penway 

Matthew Schomburg 

Donna Curtin 

Thank you to everyone who participated in 

the Simply Ask campaign. 

To learn more about our Online Reputation 

program please reach out to your direct 

manager. 


2 


HUMAN 

RESOURCES 

MYADP IS HERE 

Start Exploring Today! 

Improve It: We learn from our experiences. We are 

open-minded, collaborative, and continuously 

looking for new ways to improve. 

We are excited to announce the new and improved 

MyADP platform for all FirstService Residential 

associates. MyADP is replacing ADP Vantage and 

all associate data will automatically be migrated 

to the new platform. 

Starting today, you can use MyADP for all 

associate-level actions – requesting time off, 

updating direct deposit/tax information, adding 

emergency contacts, etc. 

Starting May 1st, all supervisory functionalities 

will be available as well. This means our People 

Leaders will be able to approve timecards, take 

action on time off requests, and more, directly in 

the enhanced MyADP Team Dashboard. 

To get started, you can either: 

Log into MyADP directly 

OR, log into ADP Vantage and click on “Go to 

New Design” 

TECH TALK 

Mobile devices allow us to take vast amounts of 

data with us wherever we go. Our phones and 

tablets make our lives easier and help us to 

serve our clients more effectively. Due to a need 

to increase our cyber security posture 

(specifically securing our Cyber Insurance 

Policy) additional controls are being deployed. 

We are proceeding with a Q2 effort to better 

protect data on our Apple and Android mobile 

devices. All mobile devices that access 

company data (i.e. Office 365, Outlook, 

OneDrive) will need to activate one of two 

features: Mobile Application Management 

(MAM) or Mobile Device Management (MDM). 

This must be completed by April 28th. 

The next Tech Talk will be hosted by our 

very own IT Manager Angle Passament on 

Wednesday, April 26th at 2:30p.m. 


3 


ADP Updates Continued... 

MyADP training was held on Wednesday, April 12th, and the recording is 

now available in FirstService Residential University titled “IL Learn Day – 

April 12, 2023 – “Exploring MyADP." This training is required for all 

People Leaders and is welcome to all associates. 

Important note: the client payroll platform, ADP Workforce Now, is NOT 

changing. Please continue to log into ADP Workforce Now for all client 

payroll-related items. 

Questions? Reach out to a member of the HR team at 

humanresources.il@fsresidential.com. 


4 


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 ask 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 important 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 

Microsoft Teams Etiquette 

A little e-etiquette can go a long with our coworkers. 

Here are a few ways we can practice etiquette while 

using Microsoft Teams. 

1. Check to see if someone is in a call before 

calling them. 

2. Respect the "Do Not Disturb" notice. 

3. Use reactions and GIFs when appropriate. 

4. Don't send multiple one-line sentences when a 

paragraph will do. Each time a message is sent a 

notification goes off, it can be very distracting to 

receive several one-liners in a row. 

fsresidential.com/illinois 5 

SELF-CARE TIP 

Get physical! Moving your body is a great way 

to keep your bones, joints and mind healthy. 

A simple 30 minute walk per day can increase 

blood circulation and improve mental health. 

Do you stretch before bed? Stretching before 

bed has been shown to improve the quality of 

sleep in humans. 

References: 

healthgardeners.com 


ACCOUNTING 

HOT TIP OF THE MONTH! 

Improving your accounting 

Make sure you complete your TC billing each 

month. 

TC is short for Tenant Chargebacks. 

Anytime a property manager needs to code 

a legal invoice related to sending a 

homeowner to collections or a maintenance 

repair that is the full responsibility of the 

homeowner, there are specific GL codes 

that that should be used to expense these. 

Once an invoice is coded to one of these 

GL's and approved through AvidXchange, 

that following Monday you should receive an 

e-mail from the TC Billing database that a 

new invoice is in your queue to charge back 

to a specific unit. 

If you recently took over a property or if you have 

not been in the TC Billing Database in a while, it 

would be beneficial to go in to check each of your 

properties queues to make sure an item is not still 

outstanding. 

If your TC billing queue is empty but your Balance 

Sheet is still showing a balance in #1360 or 

#127500 - Please reach out to your assigned 

property accountant (PA) for assistance. 

if your TC Billing queue is empty but on your 

Income Statement #8520 and #8520-5 or 

#675150 and #607501 YTD Actual does not 

cancel each other out - please reach out to your 

assigned property accountant (PA) for assistance. 

EGV EGV Codes Wacker Wacker Codes 

Legal Collection Invoices #8520 Legal Collection Invoices #675150 

Maintenance Chargeback 

Invoices 

#1360 

Maintenance Chargeback 

Invoices 

#127500 


6 


CONNECT 

PACKAGE MANAGEMENT UPDATE 

The long-awaited User Acceptance Testing 

(UAT) is expected to occur in April. 

This expected update will bring SMS 

notifications to the owners, label and 

package picture-taking with a brand-new 

mobile app, and a few updates to the 

Associate view. 

The Connect team and staff of two buildings 

are set to participate in testing within our 

Staging/Testing environment. 

Stay Tuned for further updates! 

RESERVABLE AMENITY MODULE! 

Warmer weather brings the need for 

reservable amenities such as clubhouses, 

rooftop decks, grill areas, and maybe even 

elevators! 

Please don’t wait until the last minute to have 

these created. It takes time and effort for the 

Connect team AND the management team to 

get up to speed regarding the functionality 

(along with door staff if applicable.) 

The Amenity Module empowers your residents 

to request a reservation and prevents doublebooking 

of the amenity. 

“LET’S CONNECT” 

Teams Channel 

We offer a friendly reminder regarding a useful 

resource relating to Connect! Within Microsoft 

Teams, all associates that work in the Illinois 

market are members of the “All Illinois 

Associates” Microsoft Team. “Let’s Connect” is 

a channel on that team. There are videos of all 

past “Let’s Connect” sessions and the topics 

covered. Topics are listed from newest to oldest 

and include the links to the video. View the 

topics by clicking on “Wiki” at the top of the 

page. 

If you need assistance with Connect, please 

reach out to the Connect team. 

connect.il@fsresidential.com 


7 


FIRSTSERVICE 

PROJECT MANAGEMENT 

SMART CONSTRUCTION 

Better projects 

FirstService Project Management delivers a 

well proven and used "Smart Construction 

Platform" that expertly constructs capital 

projects of all types from concept though 

completion. 

This six-phased approach ensures that 

each project is delivered in the most 

comprehensive, time and cost-efficient 

manner. 

How it works... 

1.Feasibility Study - comprehensive evaluation of the project. 

2. Project Design/Specification/Construction Permit Drawing Development - finalize the project 

design, specification, & construction permit drawings. 

3. Competitive Bid Solicitation - FSPM performs a comprehensive & competitive sub-trade bid 

process. 

4. Open Book Competitive Bid Solicitation Review - FSPM provides each association board with a 

comprehensive open book review. 

5. Construction Phase - FSPM performs a comprehensive & competitive sub-trade bid process to 

select qualified sub-trades for the project. 

6. Project Closeout - Expedited final punch list item performance, submission of applicable as built 

drawings, operations manuals, warrantees, and final billing. 


8 




9 



Vendor highlight: 

EARTH DAY IS APRIL 22ND! 

Time to brush up on your recycling IQ! When 

recycling, always remember these universal 

rules: 

Know what to throw: 

Plastic bottles, jugs, aluminum, tin cans, 

paper, and empty cardboard boxes are 

recyclable. 

Empty, clean, and dry: 

Ensure containers are free of food or other 

residues. Please rinse and dry items before 

putting them in the recycling. Remember to 

remove plastic packaging and flatten 

cardboard boxes. 

Don't bag it. 

Put your recyclables loosely into your 

recycling container. The material in tall 

kitchen garbage bags or clear liners is 

unacceptable because the flexible 

packaging gets caught in the machinery. 

Nothing smaller than a credit card. 

Do not put items smaller than a credit card 

in the recycling. Remember to keep the caps 

on empty bottles and jugs, and remove 

corks from your wine bottles. 

Want to learn more? Check out our recycling education 

website at https://recyclingsimplified.com/ 

or contact your local Republic Services of Chicago 

representative Ana Schuler at 312-307-9521 


10 


FIRSTSERVICE 

CONSTRUCTION & MAINTENANCE 

CONCRETE GOT YOU TRIPPING? 

Avoid Trips and Falls on Your Property 

The winters can be harsh on concrete, the 

Spring is a perfect time to evaluate your 

property’s concrete spaces. Can you spot any 

of the following cracks in your property's 

concrete structures? 

CHECK YOUR INBOX 

The more we know the better we are, every two 

weeks on the 1st and 15th, be on the lookout for 

Email Briefs from FSCM! These short email reads 

contain helpful nuggets of information related to 

common property issues in the suburbs and city. 

Spalling Concrete 

Top layer of concrete is 

delaminating off the 

substrate or pitting or 

aggregate is exposed. 

Non-Level Crack 

Level Crack 

Two pieces of concrete 

are not at the same 

elevation. One of the 

most common causes 

for trips and falls with 

concrete. 

A crack is visible, 

however both pieces 

are flush, this is not a 

trip hazard…yet. These 

types of cracks should 

be inspected annually. 

Contact 

Elise Mallon 

elise.mallon@fsresidential.com 

Shannon Skeekls 

shannon.skeels@fsresidential.com 


11 


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 


12 


BUSINESS DEVELOPMENT 

NEW PROPERTIES! 

Freemont Junction 

Condominium Association 

248 Units 

3600 Lake Shore Drive 

Condominium Association 

640 Units 

UPCOMING BUSINESS 

DEVELOPMENT EVENTS 

Throughout the year Business Development and 

Marketing sponsor local events from the suburbs to 

the city. All associates are encouraged to participate 

by volunteering and/or visiting events! 

Naperville Food Truck Festival 

Date: May 6, 2023 

Time: 12pm - 7pm 

Location: Naper Settlement 523 South Webster 

Street Naperville, IL 60540 

FREE Associate tickets available while 

supplies last! 

Contact Dominique Cowens to reserve your associate 

ticket today! 


13 


MARKETING 

GREAT PLACE TO WORK 2023 

Update your email signature 

We have been certified as a Great Place 

to Work® in the U.S. and Canada! This 

achievement is a testament to the 

embodiment of our culture and values 

in our associates. 

This is an achievement we don't take 

lightly, please share this good news 

how you see fit! One simple way you can 

do this is by updating your email 

signature. Find the link to do so below! 

Update your Signature HERE 


14 


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 safe and secure 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 


15 


OPERATIONS 

WELCOMELINK STATMENT PORTAL 

The WL Statement portal allows associates 

to obtain copies of owner statements 

(paper, eStatements, late statements) 

directly from the WL portal. It is userfriendly 

and requires little to no training. 

Statements can be downloaded and resent 

directly from the portal. 

WL Statement portal features 

Confirming if an owner is receiving 

eStatements or paper statements. 

Downloading a statement copy in .pdf 

format. 

E-mailing statements directly from the 

portal. 

Resending the statements via mail by 

using the WL service. 

Faxing the statement directly from the 

portal. 

This portal is intended for FirstService 

Residential associates only. The owners have 

access to a different portal which allows them to 

view and manage their online statements. For 

more information on this refer to the Owner Sign 

up Instructions (attached). 

TRAINING RESOURCES 

TRAINING VIDEO 

View Video 

TRAINING INSTRUCTIONS 

Detailed instructions on using the WL 

Statement portal and instructions on how 

to sign up additional team members are 

attached, along with a link to a 10-minute 

training video. 

For issues with logging in, please contact 

Team@WelcomeLink.com directly. Please 

note Internet Explorer browser is not 

supported; an alternative browser (Mozilla, 

Edge, Chrome, etc.) should be used. 


16 

If you do not already have a login, are unsure if 

you have one, or you forgot your password, 

please e-mail 

Tatjana.Crnomarkovic@fsresidential.com 


@FirstServiceResidentialIllinois 

@FirstServiceResidentialIllinois

OneVoice Newsletter_April_2023

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