While the pandemic shone a bright light on challenges with how we work across departments within our organizations, we have long wrestled with the question of how to connect resident services to property management. We know the opportunities to improve both property and resident outcomes. We have looked at protocols, communication, and cross-training, to make small improvements to a larger, more difficult problem.  As this conversation and exploration continues, given all we have now learned, perhaps the question is  larger: How do we reassess and find new connections between all the stakeholders:  owners, resident services, asset management, property management, and, most importantly, residents. During the NeighborWorks 2022 Virtual Resident Services Convening, Harold Nassau led a breakout session titled “Resident Services – Silos Revisited, and Busted” featuring Nii Sowah of Enterprise Community Development, and Brian Bieler, of REACH CDC. The discussion featured issues critical to not only resident services staff but also asset management and property management teams, exploring how organizations are rethinking their team structures to increase their impact.


Harold Nassau

NeighborWorks America


Nii Sowah

Enterprise Community Development

Brian Bieler