December 2014 Coach's Quiz

We’ve suggested 6 rules for avoiding fair housing problems while providing maintenance services. Now let’s look at how the rules might apply in the real world. Take the COACH’s Quiz to see what you’ve learned.

INSTRUCTIONS: Each of the following questions has only one correct answer. On a separate piece of paper, write down the number of each question, followed by the answer you think is correct—for example, (1) b, (2) a, and so on. The correct answers (with explanations) follow the quiz. Good luck!

QUESTION #1

There’s a resident in the building who complains frequently about shoddy maintenance services. Management has investigated and found no problem with the workmanship, but no one wants to work in his unit for fear of another baseless complaint. The community has a policy of handling maintenance requests on a first-come, first-served basis, but you’ve just been assigned a work order for repairs in his unit and you’re tempted to push it to the bottom of the list. Although you’re not doing it for discriminatory reasons, there could be a problem under fair housing law if you delay or ignore his maintenance request. True or false?

a.   True.

b.   False.

QUESTION #2

While you’re preparing to paint a hallway, a resident asks you about the paint you’re using. She says that paint fumes make her sick and asks you to stop work and get a different kind of paint. Although she doesn’t appear to be disabled, you should contact your supervisor before applying the paint you’ve got. True or false?

a.   True.

b.   False.

QUESTION #3

While you were working in a unit, the resident poured herself a drink and told you all about the problems with her on-again, off-again boyfriend, including intimate details about their relationship. She invited you to drink with her, but you finished up the work and left. You should:

a.   Forget it, because she’s just going through a rough patch.

b.   Tell her you’ll come back when you’re off the clock.

c.   Report what happened—and how you handled it.

QUESTION #4

While working outside, you’re approached by a Hispanic man who says he’s interested in renting and asks about whether there are many Hispanic residents at your community. Should you answer the question?

a.   Yes, because he’s a member of the same protected class.

b.   Yes, because you didn’t bring up the subject—he did.

c.   No, because you could invite fair housing trouble if you answer the question.

COACH’S ANSWERS & EXPLANATIONS

QUESTION #1

Correct answer: a

Reason: Rule #1 applies here:

     Rule #1: Follow Standard Procedures for Handling Maintenance Requests

The purpose of the first-come, first-served policy is to ensure equal access to maintenance services to all residents, regardless of race, color, religion, national origin, sex, familial status, or disability, and any other protected classes under state and local law. Just as you shouldn’t do favors for friends, you shouldn’t put off maintenance requests for people you don’t like. It’s a bad idea because it may lead some residents to believe that you’re treating some people better than others for discriminatory reasons.

QUESTION #2

Correct answer: a

Reason: Rule #3 applies here:

     Rule #3: Consider Alternatives to Chemical Agents, Pesticides as Reasonable Accommodations

Pay attention if a resident objects to your use of certain painting, cleaning, or pest control supplies. If the resident says she can’t be around the product because of a medical problem, then you’re under an obligation to stop—and find out whether you have to use something else as a reasonable accommodation for an individual with a disability.

QUESTION #3

Correct answer: c

Reason: Rule #5 applies here:

     Rule #5: Be Friendly—Not Friends—with Residents

Although you believe that she’s just going through a rough patch, you should report the incident to protect yourself from potential fair housing problems. You didn’t do anything inappropriate, but there’s nothing to stop her from falsely accusing you of sexual harassment.

Wrong answers explained:

a.   Even though nothing may come of it, it’s a good idea to document your side of the story in case there’s a problem down the line. Often, sexual harassment cases boil down to a “he said, she said” situation, so having a record of what happened will help to show that that you didn’t do anything wrong.

b.   It’s risky to get too friendly with residents. Even romances can end badly, so it’s better to maintain a professional relationship to avoid situations that could lead to potential fair housing problems.

QUESTION #4

Correct answer: c

Reason: Rule #6 applies here:

     Rule #6: Watch What You Say—But Report What You Hear

Answering questions related to the racial, ethnic, or religious composition of your community or whether children live there could land you in fair housing trouble—especially if the person asking the question is a tester, not a prospect. Tell him that your community’s fair housing policy doesn’t allow you to answer questions about the characteristics of other residents. 

Wrong answers explained:

a.   Answering the question could get you in fair housing trouble—regardless of the characteristics of the person asking the question.

b.   The law forbids you from discussing the racial or ethnic characteristics of your residents whether you are answering a prospect’s question or bringing up the subject yourself.