Property Management Training

The stakes

RPM Living manages multifamily real estate at scale, and leasing agents are the front door of that business. They handle applicants, process new tenants, and keep units filled. When they turn over fast, every one of those handoffs gets shakier.

Turnover was high and onboarding was inconsistent. Two agents in two markets could process the same applicant two different ways. On top of that, new software landed that everyone had to learn fast, and there was no clean path from hired to competent. That gap costs money in vacancy, rework, and mistakes that reach residents.

The approach

I ran seven projects in parallel and treated each the same way, from a real needs analysis through to a launch people actually used. Working across that many at once forced me to build a repeatable process instead of reinventing the wheel every time.

The solution

The core of it was role-based eLearning that gave every agent one clear path from hired to competent. New software training taught the system step by step, soft-skills modules covered the applicant and resident conversations, and job aids backed all of it up at the desk. Because I owned the full cycle, the seven projects held together as one program instead of seven disconnected courses.

Built with Storyline · Vyond · ILT & vILT · microlearning · job aids

How I measured success

Success meant agents got up to speed faster, stayed longer, and could prove they knew the job. The numbers moved in the right direction on all three.

What it set in motion

Running seven projects on one repeatable process gave RPM a training model it could reuse. New roles and new software could plug into the same role-based structure instead of starting from scratch, so onboarding got more consistent every time it ran.

See it live

A look at the actual work — role-based eLearning built for this program, viewable in Articulate Review.