RPM graduate puts people first: Jaimie Hegger, CAM, a graduate of the Residential Property Management Program at Ball State University, is an expert at keeping residents and staff happy for Van Rooy Properties.

Make no mistake about it, studying for a degree in residential property management at Ball State University (BSU) is all about learning the the ins and outs of fair housing, the reading of a financial statement and the nuances of maintenance repair, to name a few..

But for 2002 graduate Jaimie Hegger, CAM, now a Property Manager for large market-rate Class A communities in downtown Indianapolis, the lessons in customer service and conflict resolution learned in college resonate most in her mind.

Discovering certain listening techniques, especially regarding residents' needs, has proved valuable. Hegger is applying some of those same best practices when managing her staff of five at the Continental Towers and Turnverein Apartments, a community that has grown through acquiring the Blacherne Apartments and the Vermont Street Garage. She is responsible for 243 market-rate apartments, three commercial units and a parking garage with 164 spaces.

"One of the biggest challenges of my job is dealing with conflict," Hegger said. "Whether it's a staff member or, more often, an angry resident, I've always thought the best approach to conflict resolution is to not take it personally and to listen, listen, listen. More often than not, the less you say, the better, and if you can get the person to help you come up with a solution to their problem, it's usually very reasonable. If they feel like you care and you involve them in the solution process they become a lot easier to deal with, even if you can't give them what they want."

While at BSU, Hegger had learned about the huge demand for graduates who earned a degree in property management, she said. Although Hegger entered BSU intending to study interior design and to earn a minor degree in marketing, "I was always interested in housing, and this seemed like a great opportunity," she said.

During her junior year, she took an introductory course in BSU's residential property management (RPM) program. She then decided to change her major to RPM and graduated from the program in 2002 as a Certified Apartment Manager (CAM), a designation that is part of the RPM course requirement for graduation.

Before graduating, she landed a three-month summer internship at a community in Fishers, Ind., and experienced first-hand most aspects of property management, such as drafting a budget, marketing and trouble-shooting. She also followed maintenance technicians around the community and learned about handling work orders. When school resumed, she maintained a part-time position with the community as a leasing professional.

Two months after graduation, Hegger took a position as Assistant Property Manager for Van Rooy Properties at the Marott Apartments in Indianapolis. In the fall of 2003 she was promoted to Property Manager of the Continental Towers and Turnverein Apartments.

"Jaimie has moved up the career ladder quite quickly," said BSU Professor and Director of the Residential Property Management Program Carla Earhart. "Every time I talk to her, it seems as if she has been given greater management responsibilities. But she loves it, and her enthusiasm is contagious."

Hegger said each day brings a new adventure as property manager. "I have to be aware of every aspect of my communities," Hegger said. "What I do is different every day. It's never tedious and it's always exciting. It's rewarding in that I have the independence to make key decisions, always keeping the big picture in mind, and seeing positive results of those decisions."

Hegger said that managing staff can be challenging. "I have to make sure that everyone is happy and motivated and that everyone is keeping up with his or her training," she said. "At first this was tough, but through experience, and from what I learned at BSU, I'm figuring it out."

She does it well. With Van Rooy, her accomplishments include two Indiana Apartment Association (IAA) Prodigy Awards (2003 and 2004), Van Rooy Site Manager of the Year in 2004 and the Van Rooy award for Outstanding Achievement in 2005.

Hegger has maintained contact with the Ball State RPM program, acting as a mentor for students and attending classes as a guest speaker. She recently hired another Ball State RPM graduate as an Assistant Manager with Van Rooy.

"The BSU program has grown so much since I was there," Hegger said. "I obtained a general knowledge of the industry by taking classes, such as customer relations, real estate, marketing, interior design, accounting, construction, maintenance and senior housing. I've heard through strong industry and student feedback that the program has evolved to include government housing, budgets and simulation courses, to name a few. Students now have even greater opportunities to network with professionals, attend conferences and get other types of certifications upon graduation."

Hegger said having an RPM degree will better prepare students entering the apartment industry. As part of her CAM curriculum, she had to complete a 100-page property analysis.

"In a lot of cases, my peers have earned degrees in business and finance, which is good," Hegger said. "But it's important to have some knowledge and training on every aspect of apartment management, too."

She has continued her own education by attending courses offered through the Indiana Apartment Association; she plans to earn her real estate license within the next few years.

"My goal is to some day own a real estate investment company," Hegger said.