Resident Manager of the Year

Company Name: CAPREIT
Employee Name: Libbie Arsenault
Job Title: Associate Property Manager
Work Location: Cunard Court, 2073-2075-2077 Brunswick St, Halifax, NS B3K 2Y4
Years with Current Employer: 5 Years, Years with Industry Experience: 26 Years
Nominator Name: Jennifer Bateman
Email: j.bateman@capreit.net, Phone: 902-401-4619

In the space provided, highlight why this employee is deserving of this award. Describe a maintenance challenge the nominee confronted and overcame? What was the outcome? Demonstrated leadership qualities?

Libbie Arsenault, a dedicated Associate Property Manager (Resident Manager) at CAPREIT, expertly oversees Cunard Court at 2073-2077 Brunswick Street in Halifax.

With 5 years working with CAPREIT and 16 years at Cunard Court, she brings unparalleled expertise, deep industry knowledge, and a wealth of experience that drives operational excellence and profoundly enriches the lives of the residents she serves.

Libbie’s strong leadership and tenacity are evident in her ability to navigate and resolve complex challenges with poise, ensuring seamless property operations, even under demanding circumstances.

In 2024, Libbie encountered numerous challenges at Cunard Court, including significant disruptions caused by ongoing construction projects. These projects posed logistical and operational hurdles, requiring careful coordination to ensure minimal impact on residents’ daily lives. Furthermore, she identified a potential safety risk with the aged washer/dryer equipment in the laundry facilities, due to their weight and the complexity of frequent repairs.

Demonstrating exceptional initiative and resourcefulness, Libbie conducted thorough research to identify a cost-effective solution, successfully implementing modern washer/dryer combos that not only addressed safety issues but also delivered considerable cost savings. This upgrade resolved the safety risks associated with the aging equipment and demonstrated Libbie’s commitment to optimizing resources and improving the overall functionality of the property’s amenities, and most importantly, resident satisfaction.

Despite these challenges in 2024, under Libbie’s leadership, this community maintained an outstanding overall satisfaction score of 8.63 out of 10, indicating strong resident satisfaction and a willingness to recommend its services. The communities Libbie oversees also surpassed the corporate net promoter score – the gold standard of customer satisfaction – by 192% on CAPREIT’s most recent national resident survey.

Libbie’s ability to navigate these issues with resilience and strategic problem-solving underscored her exceptional leadership and commitment to maintaining a safe and well-functioning community. She demonstrates a strong commitment to maintaining high standards in property care, combined with proactive leadership that motivates her team to preserve the quality and functionality of the buildings she oversees while efficiently resolving maintenance challenges.

A resident’s Google review of Cunard Court showcases Libbie’s commitment and efficiency in resolving maintenance tickets:

“The landlords are AMAZING. The maintenance staff fix issues very quickly! In suite laundry, dishwasher, balcony and power included! Cat friendly!” – D. W.

In the space provided, describe a situation where the nominee went beyond their job description to ensure residents comfort and safety? Provide an example of a maintenance program the nominee implemented that resulted in operation cost savings while enhancing resident’s experience?

Libbie shows remarkable commitment to fostering a safe and inclusive community where all residents feel welcomed and valued. She goes above and beyond to embrace individuals from diverse backgrounds, ensuring the community reflects Halifax’s rich diversity.

In 2024, Libbie and her team enhanced safety with additional security cameras and enhanced safety measures to protect residents. Living on-site herself, she stays consistently present and accessible, treating Cunard Court as her own home while fostering a welcoming and inclusive environment through meaningful community events.

A standout example from 2024 highlights her dedication: she personally prepared 300 servings of chili at her own home, thoughtfully added all the fixings, and arranged an inviting table in the lobby to welcome residents. She invited all residents to join, fostering a sense of connection. Through her efforts, she nurtures a strong sense of community, reflecting her unwavering dedication to improving residents’ quality of life. Her actions demonstrate a profound commitment to creating a sense of belonging and showcase her passion for making Cunard Court a warm, inclusive, and enjoyable home for all.

When it comes to maintenance, all suites at Cunard Court use electric heating, making energy efficiency one of Libbie’s core passions—not only for cost-effectiveness but also for its positive environmental impact. She actively engages residents in conversations about reducing electricity usage and provides guidance on waste management. Additionally, she offers advice on smart thermostats, furniture placement, and window treatments, emphasizing how these factors contribute to creating a more eco-friendly and cost-efficient living environment.

Libbie’s commitment to energy efficiency extends to the property’s infrastructure. For instance, she identified significant heat loss through the front doors of the main building, where cold air frequently seeped into the common area, driving up heating costs. Taking swift and cost-effective action, she oversaw the sealing of the doors with weather stripping and re-caulking of the large, paneled windows. The results were immediate and impactful, with heating bills dropping by several thousand dollars—proving that even simple, low-cost solutions can deliver substantial improvements. This proactive approach reflects her dedication to both operational efficiency and environmental responsibility.

Libbie exemplifies excellence through proactive leadership, passion for resident satisfaction, commitment to energy efficiency, and dedication to fostering an inclusive living environment. Her innovative, practical solutions address maintenance challenges effectively, creating lasting benefits for the community—qualities that make her deserving of the IPOANS Resident Property Manager of the Year Award.

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Company Name: Hazelview Properties
Employee Name: Victor Azure
Job Title: Building Manager
Work Location: 26 Carrington
Years with Current Employer: 5 years, Years with Industry Experience: 13
Nominator Name: Atiya Khan
Email: akhan@hazelview.com, Phone: 6476190211

In the space provided, highlight why this employee is deserving of this award. Describe a maintenance challenge the nominee confronted and overcame? What was the outcome? Demonstrated leadership qualities?

Since joining Hazelview Properties in 2020, Victor Azure has redefined what it means to be a Resident Manager. More than managing a building, Victor nurtures a community—one built on trust, care, and an unwavering commitment to residents. His leadership, customer-first approach, and problem-solving mindset have earned him recognition both within Hazelview and from the residents he serves.

Delivering Service Excellence
Victor’s dedication to service shows in the numbers and, more importantly, in resident experiences. In 2024, he earned an impressive 80% satisfaction rating in Hazelview’s Voice of Residents survey and maintains a near-perfect 4.9/5 score on Google Reviews. He is also a two-time recipient of Hazelview’s Bravo Award, including the prestigious Resident Choice Bravo, a testament to his direct impact on resident satisfaction.

Leading by Example
When Hazelview acquired his property, Victor seamlessly stepped into a leadership role. Known for his approachable and proactive nature, he mentors newcomers—including many international residents—helping them feel at home from day one. His ability to foster community while managing day-to-day operations has made him an invaluable leader on-site.

Innovative and Solutions-Oriented
Victor’s resourcefulness shines when challenges arise. Faced with an aging building and recurring maintenance issues, he developed a resident-first communication system, reducing response times on maintenance requests by 40% and building trust through transparency. He’s even been known to step in personally—once replacing a kitchen tap on his own time to ensure minimal disruption for a young family.

Going Above and Beyond
Victor’s commitment is unwavering. In 2024, he maintained a 97.8% occupancy rate, helping significantly reduce vacancy losses. Even while on vacation, he stays connected, responding to inquiries and coordinating solutions—proving that for Victor, community care never takes a day off.

Overcoming Challenges with Compassion
After Hazelview’s acquisition, Victor inherited complex infrastructure issues, including frequent plumbing breakdowns. He implemented a triage system that prioritized urgent concerns, providing clear timelines and consistent updates. As a result, resident complaints dropped by 60%, and confidence in building management soared.

What Residents Say
“We’re newcomers to Halifax—Victor made our transition effortless.”
“Victor helped us on his weekend and even while on vacation. He truly cares.”
“The building has its issues, but Victor is a five-star manager.”

Victor’s Lasting Impact
Victor doesn’t just manage a building—he builds community. His leadership has boosted retention, improved satisfaction, and made Hazelview Properties a place people are proud to call home.

Victor Azure consistently demonstrates an unwavering commitment to resident comfort and safety—often going far beyond the responsibilities of a Resident Manager. During an unexpected cold snap in Halifax, Victor noticed the aging heating system struggling to maintain warmth in several units. Rather than waiting for third-party contractors, he personally inspected each affected suite after hours. He immediately arranged space heaters for vulnerable residents, including seniors and families with young children, and conducted hourly wellness checks until the system was fully repaired.

In parallel, Victor coordinated expedited service with HVAC technicians to ensure a quick resolution, minimizing disruption and reducing potential health risks for residents. His swift, compassionate response resulted in zero resident complaints during the incident. Residents later praised his proactive communication and care in surveys, reinforcing their trust in Hazelview’s commitment to their wellbeing.

Innovative Maintenance Program Driving Results
Victor’s forward-thinking approach extends beyond emergencies. He developed and implemented a Sustainable Turnover and Maintenance Program designed to enhance the resident experience while delivering cost savings and reducing environmental impact.

Key Initiatives Include:

– Appliance Salvage and Refurbishment: Victor proactively inspects appliances left behind after move-outs. Salvageable units are refurbished for re-use, diverting waste from landfills and cutting capital expenses.
-In-House Painting and Unit Preparation: By establishing an in-house painting schedule, Victor reduced reliance on external vendors, cutting costs by up to 40% while ensuring high-quality unit turnovers.
– Proactive Pest Control: Victor introduced scheduled preventative treatments instead of reactive services, decreasing pest-related concerns by more than 60% and lowering annual expenses.

The Results Speak for Themselves:

-Repair and maintenance costs were reduced by 9% year-over-year.
– Occupancy has been maintained at 97.8%, with zero accounts receivable or bad debt—maximizing rental income.
– Net operating income exceeded targets by 11%, directly linked to Victor’s cost-efficient processes.
-New residents consistently praise the cleanliness and quality of their suites, reflected in Victor’s outstanding 4.9/5 Google Review score.

Victor’s hands-on leadership and innovative programs have driven operational success while enhancing the overall resident experience. His proactive, people-first approach ensures residents feel cared for, safe, and proud to call Hazelview home.

These qualities are precisely why Victor exemplifies the standards celebrated by the IPOANS Resident Manager of the Year Award.

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Company Name: Killam Apartment REIT
Employee Name: Theresa Pacheco
Job Title: Resident Manager
Work Location: Halifax
Years with Current Employer: 5, Years with Industry Experience: 5
Nominator Name: Trevor McCann
Email: agour@killamreit.com, Phone: 902-455-1647

In the space provided, highlight why this employee is deserving of this award. Describe a maintenance challenge the nominee confronted and overcame? What was the outcome? Demonstrated leadership qualities?

Theresa is most deserving of this award because she not only shows exceptional dedication and commitment to her building but also to her residents. One notable maintenance challenge she confronted and overcame involved a persistent issue with the building’s heating system during the winter months. Residents were experiencing uneven heating, leading to discomfort and frustration.

Theresa took immediate action by coordinating with the maintenance team to diagnose the problem. She demonstrated exceptional leadership by not only overseeing the repairs but also communicating with residents to keep them informed and reassured throughout the process. Her thorough attention to detail ensured that the issue was resolved efficiently, restoring comfort to the residents.

Another significant challenge Theresa encountered was a water leak at her property. Theresa decided to go above and beyond by taking it upon herself to complete a thorough investigation into where the water was coming from after contacting our maintenance team. When the maintenance team arrived Theresa was able to tell them exactly which pipe within which unit was causing the leak. Her proactive approach and attention to detail ensured that the issue was resolved quickly, minimizing disruption to the residents.

Theresa also demonstrates her leadership qualities and commitment to resident comfort and safety in situations such as a resident being stuck in the elevator. She waits with them, chatting through the elevator doors to calm them down, especially children. Theresa stays with the residents until the technician arrives onsite, providing a sense of security and trust.

Theresa’s comforting smile, patience, and empathy shine through as she helps residents navigate these challenges. Her presence provides a form of security and trust for every resident who enters her building. By addressing issues promptly and effectively, Theresa showcases her commitment to maintaining a high standard of service and ensuring the well-being of her residents.

Theresa’s leadership qualities are evident in her proactive approach, her ability to maintain positive relationships with residents, and her dedication to ensuring their comfort and safety. Her thorough attention to detail and willingness to go above and beyond her job description make her an invaluable asset to our team.

Theresa is an exceptional resident manager who consistently goes above and beyond to ensure the comfort and safety of her residents. Theresa has amazing rapport with the residents; she is always there for them, especially in emergencies, providing a sense of security and trust. Every day, she waits by the door with treats as the children exit the school bus, creating a welcoming and comforting environment. Parents appreciate her presence, knowing their children are in safe hands.

Theresa is also a great advocate for residents who are new to the country. She is patient, understanding, and empathetic to their situations, helping them navigate their new surroundings. Her ability to connect with each resident on a personal level ensures that everyone feels at home.

In addition to her daily efforts, there was a specific incident where Theresa’s calm and professional demeanor was truly commendable. A few years ago, a tenant experienced a severe mental health crisis, becoming a danger to himself and others. The tenant created a significant noise disturbance and threatened to harm himself, culminating in swinging an axe in the hallway causing damage and fear amongst the tenants. Theresa remained calm, reassured the neighboring tenants, and called the police. When the police arrived, the tenant assaulted an officer, resulting in a chaotic scene. When senior management arrived onsite they found Theresa in the lobby, performing her cleaning duties and talking with our residents. Her demeanor with our residents was excellent. She respectfully and calmly explained that unfortunately, one of our tenants was experiencing a mental health issue and required a police presence. She did not disclose too much information and was able to reassure residents that everything was under control and there was no need to worry. Her calmness in dealing with our residents was admirable considering the disturbing behavior she has experienced earlier.

Theresa takes immense pride in her building, treating it as an extension of her home. Her attention to detail is unparalleled; she cleans areas that most would overlook. For instance, she requested a long cleaning pole to remove cobwebs under the stairs and a hose to keep the garbage room spotless.

One of Theresa’s proactive initiatives was implementing a regular deep-cleaning schedule for common areas, including the garbage room. By maintaining these areas meticulously, she not only enhanced the residents’ experience but also reduced the need for additional professional services, resulting in operational cost savings.

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Company Name: MetCap Living Management Inc
Employee Name: Georgina Clairmont
Job Title: Resident Manager
Work Location: 1070 Barrington St., Halifax, Nova Scotia
Years with Current Employer: 5, Years with Industry Experience: 10
Nominator Name: Angie Craig
Email: angie.craig@metcap.com, Phone: 902-401-2803

In the space provided, highlight why this employee is deserving of this award. Describe a maintenance challenge the nominee confronted and overcame? What was the outcome? Demonstrated leadership qualities?

I am happy to nominate Georgina (Gina) Clairmont for Resident Manager of the Year, under 100 units. Gina takes great pride in her work and is extremely dedicated to her job at MetCap. She often goes above and beyond the scope of her role to assist her residents, and we frequently receive compliments about her efforts. Georgina is always open to feedback and actively seeks opportunities to learn and grow. She embraces additional training to enhance her knowledge and skills.

Gina is actively involved with our leasing team and takes the task of keeping her units rented very seriously. She successfully maintains low receivables and is very conscientious about her budget and spending. Whenever possible, Gina likes to take on maintenance and repair tasks that arise. When she needs to call in a contractor, she oversees their work to ensure accuracy in both the job and invoicing, holding them accountable.

Gina is always on the go and never hesitates to accept a challenge. She willingly covers for any staff member on vacation or sick leave, caring for their properties as if they were her own. She consistently meets her key performance indicator (KPI) targets for collections, move-in and move-out inspections, and timely closure of maintenance work orders. Gina was recently awarded Employee of the Year at MetCaps annual Holiday Event to recognizer her contrbutions.

Gina is truly deserving of the Resident Manager of the Year Award.

When Gina learned about the cost for a contractor to paint the corridors in her building, she decided to take on the project herself to save money and enhance the quality of her residents’ home. She took the initiative to gather the necessary supplies and set aside time in her busy schedule to tackle the painting. Gradually, she has been repainting the corridors bit by bit, and the tenants frequently compliment her on the improvements and her dedication.

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Company Name: Skyline Living
Employee Name: Karen Chase
Job Title: Assistant Resident Manager
Work Location: THE ASHTON – 79 Holtwood Court, Dartmouth, NS B2W 0M9
Years with Current Employer: 6, Years with Industry Experience: N/A
Nominator Name: Colleen Hynes
Email: chynes@skylineliving.ca, Phone: 506.688.3531

In the space provided, highlight why this employee is deserving of this award. Describe a maintenance challenge the nominee confronted and overcame? What was the outcome? Demonstrated leadership qualities?

In 2024, staffing changes left Skyline Living Apartments in Nova Scotia temporarily understaffed, posing a challenge to maintaining the high standard of service our tenants expect. Karen Chase, Assistant Tenant Manager, stepped up without hesitation, working extra hours to bridge the gap and ensure seamless operations.

Karen extended her support to two additional sites, assisting with tenant inquiries and leasing. Always proactive, Karen also identified inefficiencies in how parking was being managed and implemented a more efficient system to optimize resources. She strategically designed parking assignments to balance tenant convenience with accessibility. Her thoughtful system empowered site staff with seamless tracking for parking, enhancing efficiency for years to come.

Beyond her immediate responsibilities, Karen also played a pivotal leadership role in onboarding new employees, providing hands-on training tailored to individual learning styles. She visited sites to mentor new team members, ensuring they had the knowledge and confidence to deliver exceptional service from day one. Her adaptability and commitment sustained operations during a difficult period and strengthened the team’s ability to provide consistent, high-quality support to tenants.

Karen’s dedication to excellence also extends into daily operations. She has set a new standard for suite turnovers, training teams to do meticulous cleaning and work, while ensuring seamless tenant transitions. Her efforts led to over 70 impeccably prepared suites, enhancing move-ins, move-outs.

Karen’s unwavering dedication to tenants and the community shone through at our summer BBQ events, where she played a hands-on role in every aspect, making it a warm and welcoming experience for all. Her commitment extended beyond the events, donating 707 pounds of food and funds to the Cole Harbour Community Fridge, where she is an active volunteer. She also championed a toy drive supporting 22,000 households through the Salvation Army and participated in the Coldest Night of the Year event, helping raise over $4,200 in Nova Scotia. Karen’s passion for giving back continues to make a lasting impact.

Karen’s exceptional organization, keen attention to detail, and strategic approach ensure every task is executed flawlessly. Beyond her skills, her compassion shines—she is deeply invested in the well-being of both her team and tenants and fosters a supportive and thriving community.

Karen’s dedication to tenants, staff, and the Nova Scotia community sets her apart. She tackled staffing shortages, mentored employees, optimized operations, and led charitable initiatives. Her leadership, commitment to service, and community impact make her the ideal candidate for this award.

During a critical building issue involving mold in the parking garages, Karen demonstrated exceptional leadership and dedication—playing an integral role in managing the situation. With the garages closed for several months to allow for necessary repairs, tenants were understandably concerned about health risks as well as the disruption to their daily lives. Karen sprang into action, providing tenants with masks and carts to assist them in moving their belongings from lockers to alternative storage. She demonstrated her unwavering commitment to tenant safety and well-being, maintaining a constant presence throughout the process, offering reassurance, and ensuring that tenants stayed informed every step of the way.

Karen worked closely with the project team to ensure transparent communication with tenants, holding onsite meetings to address concerns and keeping everyone up to date. Her strong relationships with the tenants allowed her to relay critical information and feedback to the project team, ensuring the process was as smooth and accommodating as possible.

Throughout the project, Karen worked extended hours, making herself available to both the tenants and the project team to address and resolve any issues. She was instrumental in ensuring that every request was carefully considered, with a focus on minimizing inconvenience for the tenants. Upon completion of the repairs, Karen seamlessly coordinated the return of tenants to the parking garages and helped them restore their items to their lockers, allowing for a smooth transition back to normalcy.

In addition to her role during this project, Karen’s proactive approach to maintenance has resulted in significant cost savings for the building. By implementing a strategic, preventative maintenance plan, she ensured that routine inspections and minor repairs were addressed before they became costly issues. Her careful monitoring of the HVAC systems and close collaboration with contractors for regular check-ups allowed Karen to identify inefficiencies, reducing the likelihood of breakdowns. Through her streamlined communication with tenants and the maintenance team, Karen was able to resolve service requests quickly and efficiently, reducing emergency calls and lowering utility costs. Her dedication to ensuring that the building ran smoothly resulted in a more efficient use of the maintenance budget and measurable long-term savings for the building.

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