Customer Support
“Grace Hill provides an extraordinary platform for training and development that can really impact your bottom line and reduce risk. Our long-term employees see such a difference. We get so many positive comments from them, saying, ‘This is amazing. I really wish we’d had this when I started!’ That in itself is a success story!"
Lori Agudo
Director of Training and Talent Development
Overview
Royal American Management manages multifamily portfolios for over 200 communities and more than 18k units nationwide. Using Grace Hill’s Training LMS, the company recently restructured their training program resulting in 89% of employees completing required training, up from 34% just three years earlier.
Challenge
Royal American Management needed to drastically improve employee training participation and course completion, which was impacting key areas of property performance, including employee retention, workers' compensation claims and fair housing claims.
Company Profile
Industry: Multifamily Real Estate
Properties: 200+ (18,000+ units)
Headquarters: Panama City, Florida
Years in Business: 50+
Starting Compliance Rate: 34%
Current Compliance Rate: 89%
Solution
Using Grace Hill's Learning Management System and guidance from their Customer Success Manager, Royal American Management performed a complete restructure of their training program:
- Revised course assignments and implemented role-specific learning paths to ensure training was relevant to each employee’s role and job duties.
- Aligned training course load with the industry best practice of 3 - 4 hours of training per month to avoid overloading employees early on and to encourage continuing education later.
- Utilized key features of Grace Hill Training like downloadable workbooks, Quick Start courses, and Spanish language courses to troubleshoot individual learning challenges. Incorporated training compliance scores into quarterly review and transfer request criteria to incentivize training.
"We have 230 properties, and we only have two open housing complaints right now. To have an organization with 18,000 plus units have only two open claims is almost unheard of."
- Lori Agudo, Director of Training and Talent Development
Results
Before partnering with Grace Hill, Royal American Management followed a training schedule where all required courses were completed in Year 1, with no additional training in Years 2 or 3. After implementing Grace Hill’s training program, they adopted a more structured, ongoing approach—starting with Quick Start Courses and required training in Year 1, continuing with required training in Year 2, and incorporating both required training and continuing education in Year 3. This shift created a culture of continuous learning and long-term engagement.
And the results didn’t stop there — Royal American also saw measurable improvements in compliance, employee turnover, reduced claims.
55% Increase in Training Compliance
Lower Employee Turnover
Fewer Workers' Compensation Claims
Decrease in Fair Housing Claims
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