Tawana Jackson didn’t set out to become a property manager. But once she started working at the front desk at Durham Housing Authority, talking with residents, answering questions, and steering them toward resources, it seemed like a natural progression.
“Your home is your safe space, right? So that's how I treat it,” she said.
Sept. 23 is National Property Manager’s Day, set aside to recognize multifamily property managers who are committed to taking care of residents in their community. Amy Pittman, director of Development and Communications at Durham Community Land Trustees (DCLT), said that is the perfect description of Jackson, who now works at DCLT.
“She’s amazing,” Pittman said. “And super proactive. In this business, we deal with a lot of personalities, a lot of high emotions. I’ve watched her offer thoughtful, compassionate service while remaining objective and direct. She has agility, compassion, perseverance, and just a dash of grit. That’s what it takes.”
Jackson remembers looking for an apartment herself more than 20 years ago, as a new young mother. Unsure of where to go or what kind of rent she qualified for, she walked into a development for people 55 or older. At the time, Jackson was 22.
But the person on the other side of the desk didn’t tell her she was in the wrong place, what she needed or where to start, she said. They marked her as “ineligible” and sent her away, frustrated and shattered. “What I really needed was for someone to listen.”
It took time, but Jackson finally found the person to listen. She eventually rented an affordable apartment, found a job and then began working in affordable housing, eventually becoming an occupancy specialist, then assistant manager and then DCLT’s property manager. “I love it,” she said. “I think anybody who has a heart, a genuine heart for people can be a property manager.”
But not everyone can do it the way Jackson does. She has to do a lot of things simultaneously, Pittman said, managing both residents and perspective residents. And she does it with a positive attitude, managing around 250 units for DCLT.
Jackson’s philosophy is this: “I feel like it’s important to create space for people – and each space looks different.”
What makes her keep doing this work, especially on difficult days? “The heart of the people,” she said, explaining that everyone is carrying something different. “They bring different energy and different hurt. They come in hard, not trusting because they don’t know me. So it’s my job to create that space for you that you can trust. … I create the space first and see what the need is. Sometimes the need is not actually for me. But maybe I can send you to someone else who can help.”
Her ideal day on the job? Talking to a family – sometimes using Google Translate – and figuring out what they need to get a safe place to call home. “I have to leave you with hope,” she said. “Even if we can’t rent you something, I’m going to leave you with a little bit of hope. A good day is when I can successfully help a person that thought they could never get help.”
To be a good property manager, she said, you have to communicate, have follow through and get things done. “You're not managing just the buildings,” she added. “You’re here for the people.”
Those people come to her from different situations and experiences. Some may have mental health issues, she said. Some are looking for a fresh start. Some are angry. “I have to look past it all to say, ‘Okay, this is a human. What does this human need from me?’”
When they come in, they find a real person, Jackson said, someone who can say, “I did this, too.”
Heather Starzynski, senior director of Asset Management at NeighborWorks® America, said property managers, working closely with resident services, solve challenges and play a vital role in the preservation of affordable housing at our network organizations. “In partnership with resident services, property managers protect organizational assets, support resident needs and outcomes, and help our mission-driven organizations navigate a rapidly changing environment and industry. Their work directly influences both quality of life and long-term housing stability for residents, and for that they should be proud of the collective work they are doing. We’re delighted to recognize so many dedicated property managers in the NeighborWorks network!”
As part of America250, the bipartisan initiative to engage every American in the 250th anniversary of the United States, NeighborWorks is sharing the stories of people who build their communities and make them stronger.
