Streamlining Operations

Cesar Chavez Foundation

By Cutright Elizabeth on Feb 3, 2016 in People

The heart of the tech industry may beat in Silicon Valley, but for a vivid example of how software can streamline large-scale operations and enhance lives, you don’t need to go all the way to San Jose. In California’s central valley, the Chavez

Foundation has created a self-sustaining and economically viable nonprofit organization able to provide housing and community services to farm workers and low-income families throughout the Southwest.

Norma Soria has been with the Chavez Foundation for over 20 years, working her way from basic property management to Management Systems Director, and watching as the foundation grew in size and complexity. With her background and training in affordable property management, Norma has helped usher Chavez Foundation into the modern age.

“I had previously worked with a well-established company that had many affordable properties,” she begins, “So I started saying ‘you need a manual,’ ‘you need to do this,’ and I began creating certain forms and procedures and that’s how [the current system] evolved.”

A Growing Portfolio

When the Foundation’s property portfolio expanded to include 4300 rental units and 300 single-family homes spread across three states, Norma was put in charge of compliance and training. She began traveling to other offices to prep employees on procedures and guidelines, and as she bounced from location to location, it became clear the foundation needed a more effective approach to managing its multistate operations.

The solution arrived in 2002 when, after reviewing several different software options, the Chavez Foundation chose Yardi’s Voyager 5 software. The initial implementation and training went smoothly, but with little oversight or enforced compliance it wasn’t long before problems began to arise. It all reached a fever pitch when Norma returned from maternity leave.

“I spent 90 days going through all the sites and got it all cleaned up. I learned a lot from everyone’s mistakes,” says Norma. A systematic analysis of what went wrong revealed that the same errors were popping up again and again. Norma quickly realized access would need to be restricted and supervision increased so the software could be used effectively.

“We started making changes and limiting access to certain parts of the software, which made a big difference.”

Remote Training Solutions

As the Foundation continued to update and improve its operations, Norma oversaw a transition from Voyager 5 through Voyager 6, along with the addition of Yardi’s PAYScan and CHECKScan modules. As the eventual upgrade to Voyager 7S loomed, Norma prepared herself for another round of onsite training and multi-state travel.

In the past, employees from different office had traveled to a central location for a two-day training class.

“When we transitioned from Voyager 5 to Voyager 6, I traveled to every state and met with everyone in person. It was costly,” concedes Norma.

When it came time to upgrade from Voyager 6, Norma found a solution that would allow the Foundation to train employees and facilitate a software update without the need for costly travel and classes in each state. While attending YASC in the fall of 2013, Norma happened into a Yardi eLearning class and was immediately impressed by what she saw.

“When I sat in on the first Yardi eLearning class,” reminisces Norma, “my jaw just dropped. I was oohing and aahing and thinking, ‘we need to get this!’”

Norma received the go-ahead from her supervisor, who welcomed a solution that reduced travel costs and simplified employee training and oversight. The decision coincided with the Foundation’s upgrade to Yardi’s Voyager 7S.

Over the summer of 2014, the Foundation implemented eLearning, followed by Voyager 7S upgrade in September of that year. Employees began immediate online training via eLearning once Voyager 7S installation was complete.

“We wanted to save money,” she acknowledges, “so for this upgrade, using eLearning for training on Voyager 7S made sense.”

“The eLearning made a big difference,” she continues. “We had less than two weeks of people emailing, saying they couldn’t find something. All the information they needed was spelled out in eLearning.”

A Simple Transition

Overall, Norma was able to train 80 users, including accounting staff, compliance staff, and onsite staff with the eLearning software.

“When we upgraded from Voyager 5 to 6, people were fearful and dreading the change,” admits Norma. The transition to Voyager 7S was greeted with a more positive outlook. “This time around, staff was excited about the upgrade,” she told us.

Now that Voyager 7S is up and running, Norma still depends on eLearning for new hires, who must complete certain courses before receiving their Voyager login credentials.

“That way, I know they are prepared for the Yardi experience.”

Expanding Possibilities

With the goal of eventually creating 50 eLearning tracks, Norma is currently focusing on converting existing PowerPoint training manuals into online eLearning material and providing support for new hires.

Norma also schedules remote training that allows new and current employees to log in “live” and work together to solve common problems and discuss ongoing issues, all under Norma’s supervision.

“I do special events called Coffee Time,” explains Norma. “Employees can login live via WebX, and we troubleshoot together. Everyone can see what’s happening. I teach how to prevent a problem and then show them how the issue can be corrected.”

“I also learned that we can link back to each class,” she continues. “So I am going to do follow-ups connected to the course. In that way, I can provide refreshers on our procedures and how we operate.”

Norma is focused on expanding eLearning’s potential at the Chavez Foundation. When she runs into other property management colleagues and professionals, she finds herself detailing why they should consider using eLearning.

It’s a great way to communicate new corporate policy changes and ensure everyone receives the same information. I’ve been talking to people, telling them it’s awesome.”