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From YouTube: Tenant Landlord Commission Meeting - Alternative Dispute Resolution | January 30, 2023
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A
So
it's
myself,
Chris
and
Kristen,
and
then
so
today,
really
Jennifer
and
Ben
thanks
for
coming
really
setting
the
context
for
what
we
why
the
subcommittee
is
in
existence
and
goals
that
will
happen
and
we'll
we'll
go
from
there.
Anyone
have
any
additional
introductions
to
add.
A
B
C
Lucky
me:
how's
everybody,
okay,
so
yes,
just
to
sort
of
set
the
context
I
think
in
May,
maybe
I
came
and
did
a
presentation
on
the
calf
strategies
report,
so
I
think
everybody's
familiar
with
that
I'm
happy
to
share
the
slide
that
specifically
talks
about
this
or
I
can
just
talk
it
through
whatever
happens.
C
Sorry
I
was
multitasking,
so,
as
you
all
remember,
the
calf
strategies
report
really
came
out
of
the
Serrano
issues.
That
happened
a
couple
of
years
ago,
and
you
know
there
were
a
lot
of
lessons
learned
from
the
county
about,
as
our
portfolio
continues
to
grow.
There's
more
that
we
need
to
do
for
oversight.
You
know
when
I
started
with
the
county
I
think,
11
years
ago
we
had
like
3
000
committed,
affordable
units.
Now
it's
more
like
twelve
thousand.
So
that's
good
news
on
the
affordability
side.
C
However,
from
a
sort
of
Maintenance
preservation
kind
of
site,
it
gets
increasingly
challenging.
So
we
really
took
some
time
we
met
with
community
members.
You
know
staff
from
lots
of
different
departments
to
really
think
through,
not
just
for
the
Toronto,
but
what
have
we
learned?
We're
really
going
to
need
to
do
to
make
sure
that
we
keep
our
calf
properties
well
maintained
and
and
really
put
a
resident
focus
on
on
what
we're
doing
a
lot
of
the
feedback
that
we
had
gotten
was
around.
C
You
know
the
obviously
the
physical
state
of
the
properties,
but
also
you
know
how
can
residents
get
support
if
they
need
it?
Do
they
know
what
their
rights
and
responsibilities
are?
What
happens
if
their
property
manager
isn't
responsive?
So
a
lot
of
those
kinds
of
questions
came
up.
So
out
of
all
of
that,
we
did
our
calf
strategies
report,
which
has
a
bunch
of
different
strategies
in
a
bunch
of
different
areas.
So
this
one
in
particular
we're
really
glad
that
you
guys
are
willing
to
take
this
on.
C
This
really
came
out
of
the
tenant
landlord
commission
I.
Think
for
those
of
you
who
have
been
around
a
while,
certainly
Christian,
enrolled
I
guess.
Remember:
we
used
to
have
a
staff
person
who
was
a
trained
mediator
and
her
job
was
to
you
know,
mediate
between
tenants
and
landlords.
C
If
there
were
issues,
the
the
county
is
not
doing
that
anymore
directly
for
a
number
of
reasons,
and
so
that
that
function,
sort
of
fell
away
and
what
we've
heard
a
lot
from
you
all
for
also
from
residents
is
there's
there
there's
a
gap
between
if,
if
there's
an
issue
between
a
resident
and
landlord,
if
you
know,
there's
only
certain
tools
that
the
county
is
able
to
offer
to
help
resolve
issues
and
Ben's
going
to
talk
a
lot
about.
C
You
know
what
those
different
tools
are,
so
sometimes
people
will
call
us
and
we'll
say
to
try
doing
this.
C
Did
you
try
doing
that
and
if
none
of
it
worked
our
the
next
thing
that
we
can
offer
really
is
getting
legal
help
and
for
a
lot
of
people,
as
you
all
know,
better
than
anybody
that
those
are
a
lot
of
barriers
behind
that,
whether
it's
you
know
cost
or
language
or
you
know
if
people
are
undocumented
and
they're
uncomfortable
about
it
or
you
know
something
that
we've
really
been
thinking
about,
is
what,
if
there's
something
that
isn't
really
a
legal
issue,
but
more
of
a
customer
service
issue
or
more.
C
You
know
a
code
issue,
maybe
it's
something
that
that
none
of
these
are
really
the
right.
The
right
way
to
fix
it.
So
looking
for
some
sort
of
alternative
dispute
resolution
solution
would
be
great,
so
this
this
you
know
we're
hoping
that
you
all
will
will
your
work
will
help
us
figure
out
what
what
is
the
gap
like
where,
where
the?
What
are
the
issues
that
people
can't
get
the
help
that
they
need?
You
know,
and
sometimes
the
answer
might
be-
there
isn't
help.
C
Maybe
there's
no
law
that
that
supports
that-
or
maybe
you
know,
and
and
but
what's
a
way
that
we
can
better
share
that
with
people
or
what
are
different
options
that
people
have
to
go
to.
So
that's
kind
of
what
we're
hoping
this
group
will
do.
So
we're
really
excited
you're
willing
to
do
that.
The
world
has
done
a
little
yes
go
ahead,
we'll.
B
Ask
a
quick
questions
before
we
get
too
far
away
from
it.
Can
you
talk
a
little
bit
about
and
so
I
just
I
have
the
context,
because
I
haven't
been
around
as
much.
Why
did
the
county
decide
to
discontinue
that
mediation
person
who
used
to
be
who
used
to
do
that
type
of
work?
If
you
can
talk
just
so,
we
know
what
did
or
did
not
work
so
that
we
maybe
don't
reinvent
the
wheel
or
reinvent
the
past
sure.
C
That
makes
sense,
so
it
was
I
was
peripheral
to
the
whole
thing,
so
we're
all
to
jump
in
if
I
sort
of
missed
anything,
but
she
didn't
actually
get
a
have.
A
lot
of
work,
I
mean
I,
think
a
lot
of
it
was
people.
You
know
both
tenants
and
landlords
have
to
be
willing
to
come,
have
a
conversation
and
it
has
to
be
voluntary
and
in
a
lot
of
cases
that
didn't
happen.
So
a
tenant
would
come
to
her
and
say:
I've
got
this
issue
with
my
landlord
and
she'd
say:
hey
landlord.
C
You
want
to
come
talk
about
this
and
if
they
say
no
again,
it's
voluntary,
so
you
know
I,
don't
know
if
that
was
an
Outreach
issue.
I,
don't
know
why
that
was,
but
so
she
didn't
end
up
having
as
much
of
a
role
as
as
I
think
we
had
thought
she
would
have.
We
also
heard
from
our
county
attorney's
office
that
they
were
uncomfortable
and
we
have
a
whole
new
set
of
attorneys.
C
So
I
don't
know
you
know
if
we
can
always
ask
this
question
again,
but
they
were
uncomfortable
with
the
county
really
serving
as
an
Arbiter.
You
know
thinking
that
you
know
it's
It's,
A
Private
Matter
between
private
landlords
and
a
tenant,
and
so
for
us
to
come
in
and
try
to
arbitrate
our
whatever
was
maybe
not
appropriate,
or
maybe
we
couldn't
come
to
the
same
solution
and
I'm.
Sure
Ben
has
some
additional
sort
of
thoughts
on
that,
so
those
were
I
guess
the
two
main
reasons.
C
C
Fairfax
County
has
a
an
ombudsman
in
their
consumer
affairs
Department.
Who
was
able
to
do
more
of
the
sort
of
arbitration
Alexandria's
tenant.
Landlord
commission
actually
does
more
arbitration,
so
there's
there's
different
models
of
different
ways
that
people
do
things.
So
our
hope
is
that
you
know.
First,
you
can
help
us
do
research
on
what
are
some
different
models
that
that
would
work
in
the
state
of
Virginia,
obviously
we're
pretty
Limited
in
some
of
the
stuff
we
can
do.
C
You
know
what
are
some
models?
What's
worked?
What
hasn't
and
what
would
you
recommend
for
us
and
what
are
the
gaps?
I
think
that's
going
to
be
really
important
like
where
what
is
it
that
people
are
not
able
to
get
what
they
what
they
need.
So
you
know
that
might
be
a
question
of
reaching
out
to
tenants
who
come
in,
and
you
know
it
could
be
a
survey.
However,
you
guys
think
would
be
the
best
way
to
figure
that
out.
C
D
For
for
sure,
and
and
I'll
kind
of
step,
back
go
back
a
little
bit
just
to
give
kind
of
an
as
by
way
of
an
introduction
to
to
me
and
my
role:
I'm
again:
Ben,
Aiken
and
I'm,
the
director
of
constituent
services
and
our
office
works
out
of
the
county
manager's
office.
D
D
We
historically
had
two
functions,
one
being
the
resident
Ombudsman
function
and
the
second
being
the
business
ombuds
budsman
function
we
still
hold,
and
my
colleague
who
works
for
me.
Caitlin
Thomas.
We
still
hold
the
ceremonial
titles
she
as
business
ombuds
and
myself
as
resident
ombuds,
but
over
time
again,
evolving
thinking
and
and
some
budget
cuts
or
maybe
I'll,
say
diplomatically.
You
know
seeking
efficiencies
we
we
we
saw
not
only
an
opportunity
but
but
also
like
a
sense
from
the
community
that
these
issues
between
business
and
Resident
were
very
blurred.
D
We
still
hold
the
ceremonial
titles
because
for
certain
people
it
is
important
and
in
the
business
Community,
especially
they
actually
pitch
our
Economic
Development
folks
pitch
the
county
is
having
a
business
ombuds
and
we
do
help
businesses
a
lot
of
times.
It's
like
with
permitting
matters
and
trying
to
expedite
things
to
try
to
get
their
business
started.
D
That
sort
of
that
sort
of
issue.
But
we
really
would
like
to
refer
to
ourselves
as
constituent
services
and
what
we
do
is
help
ensure
Arlington's
government
works
for
everyone,
all
those
living
working
or
conducting
business
in
or
visiting
the
county.
For
that
matter,
our
visitors
are
important
as
well,
so
they
are
all
effectually
constituents
that
we
may
serve.
D
One
segment
of
that
constituent
service
is,
is
obviously
housing
related
matters
and
getting
down
another
layer
of
detail
like
to
housing,
complaints
and
specifically
tenants
landlords
and
then
further
our
the
housing,
Choice
voucher,
our
housing,
Grant
recipients
and
our
committed,
affordable
unit
residents
are
a
particularly
important
subset
of
that
constituency,
and
so
we
focus
a
lot
of
time
and
energy.
D
When
the
when
complaints
come
in
from
that
subset
of
of
our
population
on
the
basis
of
equity,
we
feel
pretty
grounded
in
that
that
that's
a
in
general,
a
vulnerable
population
and
and
and
in
all
in
many
ways,
historically
marginalized
and
one.
We
want
to
focus
our
time
and
attention
toward
a
lot
of
that
is
sort
of
imbued
in
the
committed,
affordable
units
or
the
calf
strategies
document
that
Jennifer
mentioned,
and
we
play
a
role
in
that
in
several
ways.
D
But
one
is
a
convener
of
the
internal
stakeholders
group,
so
we're
kind
of
charged
and
and
I
coordinate
and
convene
a
meeting
of
it's
nearly
every
Department
in
the
county.
At
this
point
of
subject
matter,
experts
and
staff,
who
represent
to
help
basically
connect
internal
dots
so
that
if
one
segment
of
the
organization
is
getting
a
certain
they're
hearing
things
in
the
community
that
we
each
engage
in
our
own
ways.
D
If
they're
hearing
things
in
in
their
line
of
work,
they
can
come
back
to
our
group
and
we
have
open
lines
of
communication
so
that
we're
all
sharing
information
collaboratively,
which
was
again
a
an
action
item
and
recommendation
coming
from
the
Serrano.
D
That
we've
felt
like
in
the
last
year,
made
a
lot
of
progress
on
improving
the
internal
Communications
and
the
relationships
really
between
the
various
departments
that
are
charged
with
helping
these
folks.
And
so
what
we
do
really
in
constituent,
Services
is,
is
try
to
make
referrals
into
any
of
our
given
agencies,
but
specifically
like
with
housing
complaints.
It's
often
to
our
enforcement
agencies.
D
So
for
things
like
maintenance
concerns
right,
like
failing
heating
equipment,
inoperable,
windows
or
water
damage,
we
try
to
connect
those
individuals
with
our
Inspection
Services
Division
code
enforcement
section
because
those
are
Virginia
maintenance
code
issues
that
can
be
addressed
under
Virginia
law
and
by
the
building
official.
And
so,
if
those
people
are
willing
to
engage
with
that
service,
then
we
can
connect
them
and
then
those
complaints
can
be
processed
and
investigations
can
be
made
and
and
hopefully
working
with
the
building
managers.
Those
issues
can
be
addressed,
rodent
and
Pest.
D
Control
is
another
major
area:
I'm
not
going
to
hit
on
every
single
complaint
type
that
we
have
I
would
bore
you,
but
Ronin.
Pest
Control
is
another
big
one,
and
so
we
can
assist
there
in
two
ways.
We
have
our
human
Department
of
Human
Services
environmental
health
division,
who
sort
of
can
consult
with
building
owners
on
road
and
abatement
and
vector
control
and
really
help
them
educate
them
on.
D
You
know
best
practices
and
how
to
deal
with
these
things
because
they're,
seeing
it
county-wide
and
so
can
offer
that
expertise,
but
also
through
code
enforcement,
depending
on
the
building
conditions.
There
may
be
actual
again
Virginia
maintenance
code
violations
that
we
can
try
to.
You
know,
resolve
and
get
remedy
to
through
the
enforcement
section
as
well.
D
You
know
we
get
a
lot
of
general
questions
about
roles
and
responsibilities,
landlord
rights
and
and
tenant
rights,
and
so
we
make
sure
people
are
available
of
the
housing,
the
cphd
housing
information
center.
It's
a
it's
a
knowledge
base,
it's
a
resource
for
for
folks
to
ask
general
questions.
Of
course
they
can't
provide
legal
advice
and
then
further,
you
know
they.
They
can't
actually
take
sides
or
mediate
the
dispute,
so
that
kind
of
brings
us
to
where
we
are
now
with
your
line
of
work.
D
But
the
housing
information
center
is
another
area
of
referral
that
constituents
Services
uses
very
routinely
specifically
for
our
department
of
human
services
and
I'll,
say
DHS
if
you're
not
you're,
probably
all
familiar
with
some
of
our
acronyms,
so
I'll
try
not
to
acronymize
too
much
but
DHS
clients.
We
really
emphasize
for
those
folks
communicating
directly
with
their
case
workers
and
case
managers
and
then
as
necessary
if
they
have
kind
of
personnel
complaints
or
they
have
case
management
complaints.
D
We
escalate
those
concerns
within
the
the
appropriate
line
of
business
and
DHS
with
leadership
so
that
we
know
you
know
we
we've
we
don't
again.
We
don't
really
intervene
in
Personnel
issues
or
management
issues,
but
we
will
escalate
and
make
sure
that
leadership
is
aware,
and
then
the
proper
attention
is
given
to
things
where
clients
may
have
a
problem
with
their
case
manager.
D
They
actually
have
a
really
great
process
and
protocol
that
they
follow
in
DHS,
where
complaints
can
be
processed
very
in
in
a
neutral
way,
but
sometimes
clients
want
to
contact
the
County
board
or
County
manager's
office
to
let
us
know
about
something,
and
so
that's
when
we
get
involved
with
those
things.
D
Kristen
asked
me
a
great
question:
Kristen
I'll
just
read
here
on
average,
how
many
interactions
do
you
have
with
residents
on
a
weekly
basis?
Do
you
track
inquiries
by
property
or
issue?
I
I?
Don't
have
those
numbers
in
front
of
me,
but
we
do
track.
We
have
a
customer
relationship
or
constituent
relationship
management
system
that
we
track
issues
and
intake.
So
if
we're
doing
kind
of
our
case
work,
we
will
typically
track
those.
D
We
do
not
have
the
technology
in
place,
for
instance,
to
track
every
single
phone
call.
We
get
so
I
can't
say
like
of
I'm
going
to
say
a
hundred
in
in
interactions
per
week
we
may
have
had
200,
but
most
of
those
were
phone
calls
that
ended
up
being
like
yep.
Let
me
transfer
you,
you
just
ended
up
here
by
accident
right
and
we
don't
so
we're
not
tracking
every
one
of
those
interactions.
So
it's
a
little
bit
discretionary.
D
They
are
tracked
by
issue,
but
they
aren't
tracked
by
geography
very
closely,
we're
actually
in
the
middle
and
I,
don't
want
to
get
too
far
off
track,
but
we're
in
the
middle
of
a
modernization
project
for
that
that
customer
relationship
management
system
that
I
mentioned
to
give
us
a
little
bit
better
insights
and
and
data
quality,
so
that
we
could
aggregate
issues
by
geography
is
a
little
bit
more
effectively.
D
One
challenge
that
we
have
is
in
ensuring
privacy
and
anonymity
when
folk
folks
contact
us.
So,
for
instance,
if
we
have
to
be
very
careful
about
how
we
ask
for
an
individual's
information,
but
we're
trying
to
segment
data
in
ways
where
we
can
ask
about
the
location
notionally
whether
it's
a
building
like
you,
don't
have
to
give
us
your
apartment.
D
We've
got
a
lot
of
rodent
abatement
questions
from
this
particular
property,
or
this
particular
ZIP
code
or
whatever
kind
of
geographic
aggregation
we
choose
to
use
to
to
sort
of
identify
and
flag
those
issues
we
are
in
the
I,
don't
want
to
oversell
like
we're
in
the
infancy
of
having
those
conversations
about
data
management
and
controls
and
things
so
more
to
come
there.
But
it's
definitely
on
our
minds
as
to
how
we
we
we
can
do
that
that
work,
I
think
I
can
give
you
a
little
bit
better
sense.
Yeah.
B
Go
ahead.
Sorry
question:
is
that
system
is
the
constituent
considerate
relationship
management
system?
Is
that
you
is
that
for
your
office
in
particular,
or,
for
example,
does
the
housing,
but
if
a
call
or
email
comes
into
the
housing
information
center?
Is
that
log
that
Jennifer's
mentioning?
Does
that
aggregate
up
so
that
you
see
you
know
things
that
it'll
come
directly
to
you,
but
are
relevant
to
say
housing.
D
So
the
the
short
answer
to
that
question
is
no.
The
longer
question
is
the
longer
answer.
Is
we
are
working
on
ways
to
sort
of
permit
access
to
the
system
and
and
and
expand
its
usage
Beyond,
just
the
County
Board
and
County
manager's
office,
but
for
now
it
really
is
a
tracking
system
for
the
County
Board
County
Manager
as
a
legacy.
It
was
more
for
like
almost
advocacy,
tracking
and
sentiment
discussions.
D
You
know
like
are
people
for
or
against
a
particular
policy
or
issue,
or
you
know
as
we
as
we
do
constituent
Services,
it's
a
kind
of
broadened
over
time.
So
now
it's
a
lot
more
topical
and
and
so
we're
looking
at
ways
to
expand
that
system
and
that's
actually
one
of
the
cap
strategies.
D
Action
items
is
to
expand
the
use
of
that
infrastructure
that
technology
to
give
the
housing
information
center,
for
instance
among
other
segments
of
the
organization,
insights
and
access,
so
that
we're
all
sharing
customer
data
collaboratively
because,
again
right
now
it
is
siled
every
not
everyone
but
I'll
just
say
everyone
does
things
a
little
bit
differently.
The
housing
information
center
tracks
things
differently
than
the
county.
Manager's
office
tracks
things
differently
than
DHS
and
we
all
have
stores
of
customer
data
that
are
not
that.
D
Don't
necessarily
talk
to
one
another
but
as
I
mentioned,
so
the
first
step
was
getting
relationships
between
the
people
responsible
for
those
systems
built
and
then
I
think
the
next
step-
and
probably
this
is
you
know
more
of
a
one.
D
Two
three
year
plan
is
to
get
that
systems
and
the
people
integrated
and
talking
with
one
another
internally,
I
I
would
say
we're
slowly
building
what
an
other
governments
call
their
3-1-1
system,
we're
just
doing
it
in
a
very
sort
of
piecemeal,
some
would
say
pragmatic,
others
would
say
slow
way,
but
but
the
infrastructure
is
all
there.
We
we
do
have
the
technology
in
place.
We
just
it's
really
a
matter
of
implementing
it
and
creating
applications
that
we
can
all
use
and
share
information
with.
D
So
again,
I
could
go
on
I
love.
B
D
Correct
yep,
we
have,
we
basically
just
call
the
county
manager's
office
and
we're
we're
there
like
we're
the
we're
the
external
component
of
the
county
manager's
office
for
for,
for
all
intents
and
purposes
so
three
703-228-3120,
that's
constituent,
Services.
We
also
staff
the
County's
general
information
phone
number,
which
I
think
publicly.
D
Some
people
have
the
perception
that
that
is
the
3-1-1.
It
is
not.
It
is
just
two
people
who
answer
that
phone
and
try
to
help
direct
those
calls,
but
that's
703-228-3000.
That's
also
constituent
Services
people
also
email,
the
county
manager's
office,
just
County
manager
at
arlingtonva.us,
that's
also
constituent
Services.
We
are
also
in
the
counties
report
a
problem
system
that
that
is
a
big
store
of
kind
of
customer
complaint
generation,
and
so
it's
the
request
to
service
or
report
a
problem
application,
that's
more
for
typically
like
Public
Works
types
of
things.
D
Right
like
we've
got
a
pothole
that
needs
repairing
there's
a
street
light.
That's
out,
there's
a
stop
sign.
That's
spun
around
the
wrong
way
and
needs
in
looking
at
there's
a
park
with
the
bench.
That's
tipped
over.
It's
those
types
of
complaints,
but
the
secret
menu
item.
There
is,
there
is
a
general
inquiry
that
is
also
constituent
Services.
We
have
our
our
fingers
in
a
lot
of
different
venues
in
order
to
be
a
force
multiplier,
but
also
to
help
staff.
So,
yes,
they
can
contact
us
in
any
different
number
of
ways.
D
My
team,
small
But
Mighty
we're
here
myself
and
then
I
have
constituent
services,
manager,
I
mentioned
Caitlin
Thomas,
and
then
we
have
two
administrative
Specialists
who
are
sort
of
our
our
generalists
who
are
able
to.
They
really
know
all
the
different
agencies
and
generally
what
everybody
does,
so
that
when
people
are
misdirected
to
either
the
County
board
or
County
manager's
office,
we're
able
to
get
them
placed
with
the
with
the
right
staff,
because
we're
really
not
the
ones
that
are
ultimately
going
to
solve
the
problem.
D
D
Now,
on
occasion,
we
do
get
involved
in
like
policy
escalations
and
matters
that
involve
multiple
agencies
and
more
kind
of
thorny
sticky
issues
that
just
are
left
unsolved
for
a
number
of
reasons
we
do
get
involved
in
those
types
of
things
is
like
special
projects,
and
that,
hopefully,
is
the
majority
of
our
work.
We
are
also
adding,
where
you're
sitting
right
now,
just
below
you,
where
you
see
kind
of
this
half
circle
desk
on
the
lobby
level.
That
is
going
to
be
the
County's
welcome
and
information
center,
and
that
will
be
the
constituent.
D
Services
welcome
and
information
center
come
March
of
this
year,
so
we're
adding
two
staff
that
will
be
the
sort
of
front-facing
service
for
County
operations
at
the
Bosman,
Center
and
they'll
do
a
number
of
things,
but
basically
just
be
building
concierge
and
then
information
and
referral
for
anybody
who
walks
in
and
then
hopefully
they
can
help
answer.
Some
phone
calls
as
well
for
us,
as
we
staff
that
up
and
get
them
trained,
so
I'll
be
adding
two
people
to
the
the
team
of
four
that
we
have
now
thanks.
A
And
so
when,
when
someone
called
and
said
it's
the
rodent
and
pest
issue
which
I'm
sure
that
people
from
Serato
had
called
it
out
right,
does
your
does
considering
services
take
that
down
and
then
transfer
them
to
a
person
to
help
or
do
they
say
call
this
number
like?
How
is
that
interaction?
Usually
it.
D
It
it
depends
some.
We
we
like
to
ask
a
few
questions.
Most
people
call
us
they're
they're
upset
right,
so
we
have
some
de-escalation
that
we
do
some
empathetic
listening,
making.
Sure
people
are
heard
first
and
foremost,
and
then
that
sort
of
gets
us
back
to
neutral
and
then
we're
able
to
ask
some
questions
like
well.
Have
you
called
anyone
else
about
this,
and
sometimes
the
answer
is
yes:
I've
called
15
other
numbers
and
no
one's
picking
up
the
phone
and
you're
the
first
person.
D
That's
answered
the
phone
and
in
those
cases,
that's
going
to
give
us
an
indicator
that
like
this
is
probably
something
we
need
to
prioritize.
So
we're
going
to
take
that
in
person's
information,
if
they're
comfortable,
giving
it
to
us
and
maybe
investigate
a
little
bit
with
the
teams,
perhaps
that
they
mentioned
like
I
call
this
number
and
this
person
told
me:
no,
that's
not
our
responsibility.
You
need
to
go
over
to
here
and
then
I
called
that
number,
and
that
was
a
road
to
nowhere
and
no
one
picked
up
the
phone.
D
So
we'll
do
some
investigation
sort
of
in
and
interrogate
that
both
with
question
and
answer
from
the
person
who's
calling,
but
also
as
follow-up
with
the
staff
that
are
involved
or
being
alleged
to
have
not
done
their
job
or
something
like
that.
We
kind
of
interrogate
those
matters
as
a
matter
of
discretion,
so
again.
Priority
given
to
folks
who
for
us
who
have
expressed
that
they've
tried
to
solve
this
issue
with
self-help
but
are
unable
to
if
someone
just
says
no
you're.
The
first
number
that
I
saw
great.
That's
that's.
D
That's
awesome
thanks
for
calling
us
but
I'm
going
to
encourage
you
first
to
call.
You
know
for
Co,
for,
like
I
said
with
the
road
and
Pest
Control
I'm,
going
to
encourage
you
to
call
contact
our
code
enforcement
and
then
try
to
give
them
a
little
bit
of
information
about
code
enforcement,
so
code
enforcement
Works
with
anonymity,
but
they
will
need
access
to
your
home
or
apartment
in
order
to
investigate
gate
if
you're
not
comfortable
with
that.
D
That
may
pose
some
challenges
for
for
them
and
try
to
you
know
again
like
make
it
as
warm
of
a
handoff
as
we
can
make
it,
but
give
them
the
resource
that
they
need
to
try
to
self-help
and
solve
the
problem
and
then
encourage
them.
If
they're
not
able
to
get
the
answer
that
they
need
to
give
us
a
call
back,
because
at
that
point,
then
you
know
that
sort
of
Tears
our
escalation
and
helps
prioritize.
D
But
again
it
it
is.
It's
kind
of
a
judgment
call
on
a
case-by-case
basis
and
a
phone
call
by
phone
call
basis
as
to
how
we're
going
to
hand
those
off.
A
And
I
know
you
started
listing
some
of
the
issues
that
your
team
has
handled
and
won't
go
into
detail
with
all
of
them.
But
is
that,
like
a
documented
list
that
you
could
share
with
us.
D
As
it
pertains
to
housing,
complaints,
I
could
try
to
see
how
we
could
slice
and
dice
the
data,
and
maybe
give
you
yeah,
give
you
some
insights
into
like
how
many
of
those
included
the
word
rodent
or
rat
or
mice,
or
some
keyword,
searches,
yeah
I
could
probe
it
probe
at
the
data
and
try
to
help
help
identify
those
types
of
issues.
D
It
is
mostly
things
that
I
term
code
enforcement,
like
maintenance
of
the
building
or
property
and
then
rodent
and
pest
abatement,
is
as
a
second
issue
and
then
Jennifer
mentioned,
and
this
is
another
one,
and
this
is
like
again
one
where
we
wish
we
could
sort
of
maybe
not
wish,
but
like
it
having
the
ability
to
provide
an
intervention
on
customer
service
complaints,
because
we
do
have
to
ultimately
explain
that,
like
the
county
doesn't
control,
whether
your
landlord
sent
that
email
to
the
wrong
email
account
because
they
didn't
update
your
you
know
with
the
right
email
that
you
gave
them
and
now
you're
upset,
because
you
got
a
late
notice
and
because
you
didn't
receive
the
email
well,
I'm.
D
Sorry,
that's
more
of
like
a
customer
service
operational
thing,
but
not
necessarily
something
that
I
can
point
to.
You
know
the
county
being
able
to
resolve,
but
would
be
ripe
for
the
type
of
alternative
conflict
resolution
mediation
service
that
that
you
I,
think
have
like
a
concept
of
being
able
to
help
again
the
challenge
being
both
parties
willingly
coming
and
participating.
D
But
you
know
some
of
that
can
be
overcome,
I
think
with
relationship
management,
sorry
like
and
and
again
for
our
you
know,
committed
affordable
unit
properties
and
properties
where
we,
where
we
know,
we
want
to
focus
maybe
more
time
and
effort.
D
The
ahes
and
the
appas
of
the
world
are
going
to
be
very
willing,
hopefully
to
participate
because
they're
recipients
of
you
know
County
loan
funds
and
partnership,
credibility
and
things
of
that
nature.
So
I
would
hope
that
they
would
be
willing
participants
in
a
in
an
arbitrary
in
whether
it's
arbitration,
you
know
non-binding
mediation
service.
Other,
you
know,
conflict
resolution
setting
I
would
hope
that
they
would
come
to
the
table,
but
yeah
I.
B
Think
so
I
think
Ben.
It
would
be
helpful
to
get
and
I
think
it's
a
Jennifer's
point
in
the
comments.
I
think
one
thing
that
would
be
helpful
for
not
getting
that
next
meeting
but
as
a
Next
Step
would
be
an
understanding
of
maybe
a
year
or
two
year
three
year
period.
What
are
the
types
of
issues
that
are
flowing
through
either
your
office
or
the
housing
information
center,
because
I
think
that'll?
You
know
that'll
help
us
Target.
B
You
know
if
90
of
issues
are
coming
through
code
or
code
end
up
being
coded
as
code
enforcement
issues.
You
know
that,
might
you
know
our
work
might
be?
You
want
to
talk
to
code
enforcement
about
what
getting
them
in
the
room
or
Expediting
consideration
versus?
If
it's
you
know,
like
you,
said
a
bunch
of
customer
service
anyway,
regardless
of
what
the
actual
answers
are,
knowing
the
kinds
of
challenges
that
are
flowing
through
the
two
that
sounds
like
focal
point,
Foci.
A
D
Absolutely
I'd
be
happy
to
follow
up
with
with
all
the
data
that
we
have
I'm,
also
mindful,
but
I'll
say
it
for
the
benefit
of
this
group,
that
our
data
is
a
very
small
representative
sample
of
people
who
were
either
willing,
able
or
somehow
found
their
way
to
either
the
County
board
or
County
manager's
office.
D
Most
of
our
complaint
resolution
and
service
processing
is
at
the
departmental
level
and
maybe
not
even
within
housing
information
center.
It
is
really
with,
for
instance,
code
enforcement,
sometimes
with
zoning
enforcement,
sometimes
with
Department
of
Human
Services,
even
through
client
service.
You
know
complaint
management.
So
again
just
we
can
provide
the
data,
but
if
you,
if,
if
for,
for
instance,
I,
give
you
a
list
of
a
hundred
complaints
or
ten
complaints
or
50
complaints,
it
just
is
going
to
be
there's
some
context
there
that
that's
important
to
just
keep
in
mind.
Yep.
D
B
Know
I
and
mostly
I've,
worked
in
government
and
and
Commercial
work
and
and
data
silos,
data
sort
of
gets,
collected
everywhere
and
so
I
think
in
this
case
it's
just
useful,
but
you
know
not
scientific
and
not
dispositive.
So
totally.
D
D
Absolutely
Kristen
asked
another
question
in
the
chat
about
which
I
think
is
a
good
one
and
one
we
struggle
with
language
and
communication
a
barrier
when
we
do
it
get
an
inquiry.
D
Yes,
right
now
we
have
sort
of
some
staff
that
we
call
upon
to
offer
translation
services,
but
our
our
folks
who
answer
the
phone
myself
included
I
do
not
speak
Spanish
and
so
or
any
other
language
other
than
English,
and
so
when
people
call
if
we
do
get
Spanish-speaking
callers,
we
have
a
protocol
that
we
follow
to
get
them
with
one
of
our
colleagues
to
translate
the
issue
document
it
and
then
hand
it
back
off
to
us,
but
we
don't
have
live
translation
like,
for
instance,
you
know
you
if
you
call
I,
don't
have
the
land
the
language
line,
and
sometimes
the
language
line
is
just
not
the
best
experience
for
those
customers.
D
I
see,
Jennifer
uses
the
language
line,
I've
heard
and
I
don't
know
Jennifer
you
could
offer
your
experience.
I've
heard
mixed
reviews
of
the
language
line.
It
is
good,
for
it
is
good
for
certain
things,
but
it
can
it
is.
It
is
also
challenging
it
can
be
sort
of
clunky
with
mixed
translation.
But
yes,
it
definitely
is
a
barrier
to
just
plainly
answer
your
question.
Kristen.
C
Yeah
I
mean
we
used
language
line,
maybe
once
or
twice
a
month
we
have
English
and
Spanish
speaking
staff
who
answer
the
phone
and
when
we
have
other
languages,
we're
able
to
do
that.
But
we've
wondered
that
like.
Why
do
people
of
other
languages
with
other
languages
not
call
us
is
it?
Is
it
a
barrier
because
they
don't
feel
comfortable?
They
don't
know
that
that's
available
and
I
agree.
Ben
language
line
is
not
warm
and
fuzzy.
E
Information
center,
we
also
have
been
able
to
get
in
touch
with
staff
in
DHS.
Dhs
has
a
you
know:
multi
languages,
staff
who
actually
have
multivam
written
different
skills,
and
so
sometimes
you're
able
to
get
more.
You
know
one
or
two
of
them
to
actually
help
out,
so
that
happens
as
well,
not
very
often
but
they're
available,
and
they
can
help
their
community
service.
D
Yeah
I
I
didn't
have
much
more
to
to
offer
I
think
as
far
as
context,
you
kind
of
hopefully
get
a
sense
of
what
what
we
do
and
follow
up
with
some
data
and
what
we
don't
do,
namely
you
know
mediating
or
resolving
those
conflicts
directly
through
through
you
know
active
intervention
we
can
be
responsive,
but
in
many
cases
cannot
come
to
a
resolution.
If
it's
a
two-party
dispute,
two
or
multiple
party
dispute.
B
E
And
we
would
have
be
able
to
have
that
information
from
you
know,
however
long
you
what
is
principle
so
he
used
to
give
a
report
of
that,
but
I
think
we
found
that
it
was
just
number
of
calls
by
the
complaint
type.
You
know
some
basic
categories
and
Broad
categories
and
he
has
this
broken
down
by
and
then
we
collect
some
basic
information
from
the
person.
We
have
some
building
information
if
they
give
us
that
information.
So
we
have
so.
E
That
information,
yeah,
complete
types
so
and
you
know,
tell
us,
give
us
their
reports
and
assault,
and
we
have
a
breakdown
as
well
in
terms
of
the
types
of
complaints
that
they
get.
C
Well,
I
think
bringing
up
bugatta.
That
was
that's
an
important
thing
to
mention
that
we
do
have
a
contract
with
them,
so
they're
another
way
that
we
can
that
we
can
help
residents
so
sometimes
when
there's
something
that
we're
not
able
to
do
or
they're
out
in
the
community
working
directly
with
residents.
You
know
they
have
more
of
a
I.
Think
it's
more
of
a
trusted
relationship.
C
You
know
in
the
community,
so
they
also
as
part
of
their
contractor,
able
to
do
some
of
this
kind
of
conflict
resolution
stuff,
so
they're
often
able
to
solve
individual
issues
and
and
have
good
relationships
with
tenants
and
often
with
landlords.
So
another
resource
would
be
helpful
to
probably
hear
more
about
what
what
kinds
of
issues
they
do
and
don't
deal
with.
B
Question
more
about
a
slow
transition
to
I
think
the
discussion
section
I
mean
I,
certainly
understand
and
agree
that
alternative
mechanisms
and
and
and
forums
for
dispute
resolution
are
important,
which
is
why
I
want
to
be
on
the
committee,
but
I'll
have
to
admit
that
I'm
a
bit
skeptical
of
voluntary
participation
in
part
because
well
one
you
it's
been
tried
before
and
and
and
then
that's.
B
I
think
I
might
know
the
answers
to
that,
but
I'm
curious.
If,
if
the
county
attorney's
office
says
a
stated
a
position
on
that
and
then
two
from
a
policy
perspective,
has
there
been
a
decision
not
to
pursue
that
as
a
part
of
this
overall
package
or
this
overall
effort
that
that
man
is
some
type
of
mandatory
participation?
Is
either
unlawful
or
not
Wise
from
a
policy
perspective?
I
just
want
to
know.
C
My
guess
Ben
feel
free
to
jump
in
is
that
you
know
it's
a
Dylan
rule
state,
so
pretty
much
any
legislation
that
we
enact
needs
to
be
enabled
by
the
state.
But
you
know
I
mean
maybe
that's
a
direction
to
go
on.
I
mean
maybe
maybe
advocating
for
State
legislation
could
be
a
recommendation
if
that
seems
like
something
that
might
be
helpful.
Well,.
B
And
I
guess
the
dovetail
to
the
other
jurisdiction.
I
assume.
No
other
jurisdiction
has
no
no
jurisdiction
in
the
area
that
has
an
AVR
mechanism
in
the
context
of
housing
that
they
have
a
mandatory
component
to
it.
That
would
leave
me
to
think
that
there
is
not
a
state
delegation
of
that
power,
but
I've
looked
at
the
research
in
a
while
on
other
jurisdictions.
What
they're
doing.
D
B
D
Just
gonna
say:
ditto
did
what
Jennifer
offered,
but
also
like
you
may
ask
that
question
of
as
you're
performing
a
researcher,
perhaps
reaching
out
to
subject
matter
experts
in
Fairfax,
County
or
Alexandria.
They
may
have
already
done
the
legal
due
diligence
on
that
or
the
advocacy
due
diligence
to
see
to
sort
of
question
okay.
Well,
if
we
were
going
to
go
that
direction,
how
would
we
do
it?
They
may
have
more
insights
than
we
do,
because
we
just
haven't
considered
it.
B
And
I'm
not
giving
up
on
voluntary
participation
and
and
and
I
I
think
both
Jennifer
and
Benny
both
have
made
the
point
that
through
relationships,
Bugatti
has
been
successful
doing
it.
So
it's
more
like
a
you
know.
If
you
sort
of
have
10
tools
that
are
available,
it's
helpful
up
front
as
we
start
our
research.
If,
if
you,
if
there's
already
been
a
judgment,
that
that's
not
the
right
approach,
but
it
sounds
like
there
may
be
legal
limitations
to
dig
into
and
then
that
could
be
discussion
later
on.
So
that's
super
helpful.
E
Yeah
and
both
of
the
jurisdictions
Alexandra
and
Fairfax
Alexandra
is
much
not,
as
you
know,
formal
system
as
there
is
in
Fairfax,
and
so
we
can
in
this
link
is
some
details
and
you
can
have
a
look
at
those
two
I
think
in
Maryland
there
was
a
different.
You
know
a
whole
different
I,
don't
know,
of
course,.
B
E
B
We
know
the
Great
still
in
the
room,
so
you
get
it
and
then
I
guess.
Another
question
that
I
have
that's
is
from
the
County's
perspective.
What
is
your
thinking
on
timing?
Like
you
know,
you
know,
you
know
we're
gonna
dig
into
the
research
and
and
talk
to
folks,
but
is
there?
Are
there
any
County
con
times?
I
know
that'll
be,
but
other
counties
specific
like
we.
C
B
And
then
also
one
last
question
am
I.
If
I'm
looking
at
the
pass
report,
can
you
explain
to
me
what
the
difference
is
between
under
under
problem
solving?
What's
the
difference
between
expand
third
party
conflict
resolution
and
and
strengthen
the
role
of
the
terrible
landlord
Commission
in
dispute
resolution
and
create
an
alternative
dispute
resolution
option?
B
Are
they
all
sort
of
flavors
in
your
mind?
Are
they
all
flavors
of
the
same
Concepts
or
is
there
a
distinction
that
we
should
be
aware
of
as
we
get
started.
C
I
think
either
potentially
I
mean
I
think
they
they
came
out
of
sort
of
separate
suggestions,
one
being
that
the
tenant
landlord
commission
could
have
could
or
should
have
more
teeth
should
have
more
of
a
role
more.
C
You
know
you
all
do
a
sort
of
advice
and
counselor
they're,
more
I,
won't,
say
regulatory,
because
again,
that
would
require
State
enabling
legislation,
but
more
of
it
sort
of
more
of
a
technical
resource,
and
then
the
AVR
thing
is
just
more
broadly
like
what
are
the
resources
that
are
out
there,
so
those
two
things
might
might
may
well
mesh
or
they
may
not.
E
E
E
A
E
Stage
or
whatever,
and
we
may-
and
sometimes
you
may
not
many
times
you
may
not,
you
know
so
there
isn't
necessarily
a
closing
of
the
movie.
You
probably
wouldn't
follow
up
as
personal
unless
other
supports
us.
A
Back
you
know
like
in
my
so
in
my
ideal
head,
you
have
a
list
of
issues
that
a
tenant
might
have
and
then
hear
issues
that
the
county
knows
that
they
can
help
solve
or
like
get
you
somewhere.
Here
are
the
issues
that
yeah
we
don't
have
any
like
what
were
those
gaps
and
if
we
should
be
focusing
on
the
gaps
or
we
should
be
focusing
on
getting
like
the
last
mile
of
those
things
that
we.
E
C
C
You
know
we
were,
and
you
know
we
still
try
to
do
that,
but
often
people,
you
know
they're
done
they
got
their
answer.
They
may
or
may
not
be
happy
they
and
then
for
a
while.
We
tried
doing
follow-up
calls,
which
was
never
very
successful.
So
it's
hard
to
know
to
what
extent
that
you
know
the
the
council
that
you're
giving
is
is
actually
solving
their
problem,
but
we'd
love
to
figure
out
a
way
to
do
that
again
in
a
way
that
that
respects
people's
confidentiality.
That
isn't,
like
you
know,
stalking
them.
C
D
Some
of
it
is
like
not
really
time
bound
to
so,
like
the
resolution
may
be
weeks,
sometimes
months.
You
know
so
whether
it's
favorable
like
immediately
or
favorable
over
the
longer
term,
is
going
to
be
harder
to
track
depending
on
the
issue,
but
I
I
think
it
would
be
awesome
to
have
that
data
I
think
we
try
to
do
surveys
and
things
like
Jennifer
mentioned,
but
on
a
pers
on
a
you
know
case-by-case
basis
understanding
if
we
resolved
it.
That
would
be
it
would
be
great.
B
Yeah
and
I
think
and
giving
voice
to
to
Kristen
in
the
com
in
the
chat.
I
agree
as
well
and
I'm
almost
sort
of
thinking
about
am
I,
maybe
skipping
ahead
to
the
next
steps.
To
my
mind,
because
I'm
that's
how
my
brain
works,
it
seems
like
if
there
are
three
of
us,
commissioner-wise
I,
think
and
it
doesn't
mean
we
actually
have
to
do
it,
which
are
they
can't
in
the
cannot.
But
it
seems
like,
like
next
month,
I'm
sort
of
thinking
ahead.
B
B
Yeah,
it
seems
like
they
sort
of
go
together,
yeah,
so
I
think
that
would
be
I
think
if
maybe,
if,
if
County
staff,
this
County
staff
team
here
could
maybe
focus
on
on
that
piece
of
getting
that
component
organized
since
you
all
have
access
to
the
data
and
the
relationship
with
bugatta
and
then
maybe
from
a
commissioner's
standpoint.
B
I
I
see
that
there's
like
digging
into
the
regional,
compare
the
regional
systems
in
the
area
for
for
dispute
resolution
I
think
maybe
a
subset
of
that
is
like
digging
or
not
a
subset
necessarily
but
looking
into
like
what
are
our.
B
What
is
the
scope
of
our
legal
Authority
on
if
any
on
on
dispute
resolution
and
then
that
deep
dive
into
the
VR
LTA
on
what
current
tools
Authority
while
hanging
fruit
exist,
and
so
maybe
among
the
three
of
us,
we
can
each
take
on
one
of
those
items
that
maybe
not
necessarily
to
report
back
in
March,
because
March
will
be
focused
on
data
and
bugatta.
But
maybe
that
would
be
the
April
meeting
would
be
hey.
B
We've
had
some
time
to
do
some
independent
research,
and
maybe
we
can
just
present
out
to
each
other
on
what
we
have
found
and
then
use
that
as
a
launching
point
for
a
discussion
on
at
that
point.
What
direction
we
might
want
to
go.
A
B
That
so
yeah
see
I've
been
living
in
between
January
and
February.
Okay,
yes,
so
February
data
and
bugatta
March
would
be
sort
of
I
think
more
of
a
working
session
where
the
three
of
us
can
report
out,
along
with,
along
with
our
County
team,
on
some
of
the
research
that
we've
been
doing
and
then
see
sort
of
how
it
all
meshes
together
and
how
we
want
to
go
forward
from
there,
because
I
think
yeah.
B
B
Second
research
area
would
be
digging
into
the
VR
LTA
in
terms
of
what
authorities
and
power
or
mechanisms
exist,
and
that
and
the
legislation
that
would
allow
would
be
helpful
in
this
context.
Yeah
yeah
and
then
I
think.
The
third
is.
B
Studying
the
question
of
whether
binding
mediation
arbitration
is
even
legal
in
in
Virginia
I
think
those
would
be,
and
then,
if
and
if
the
fourth
item
is
the
data
on
what
types
of
issues
the
county
receives.
But
I
I
would
ask
that
for
the
help
from
Jennifer
and
Ben
and
rolda
on
on
that
piece
or
maybe
not
I,
don't
know
who's
responsible,
okay,
so
I
defer
to
you
all
and
internally.
But
what
was
that
last
one?
B
The
last
one
would
just
be
the
data,
a
presentation
on
data
related
to
what
housing
issues
come
up
that
flow
through
either
Ben's
office
or
the
information
center,
and
then
talk
about
having
Bugatti
come
to
also
talk
about
what
they
have
seen
and
what
they
do
on
the
mediation
side,
yeah.
A
E
A
E
B
Could
we
even
possibly
do
anything
like
binding
orchestration
or
finding
mediation
under
Virginia
law?
Currently.
B
C
One
thing
I
mean
I,
the
sort
of
asking
figuring
out
what
the
gaps
are.
Is
that
one
thing
I
wanted
to
add
is
that
bugatta
is:
has
an
expanded
contract
this
year,
this,
oh
another,
the
calf
strategies
is
to
survey
calf
residents
about
sort
of
the
resident
experience
and
there's
this
whole
series
of
questions
about
you
know
what,
basically,
what
were
some
of
the
gaps?
You
know,
what
do
you
like
about
where
you
live?
What
don't
you
like?
What
stuff
is
you
know
there?
C
What
services
that
kind
of
stuff
so
that
they're
in
the
process
of
doing
that
and
then
they'll
be
survey,
surveying
I,
think
between
400
and
500
calf
households?
This
is
specific
to
committed,
affordable
units,
but
still
I
think
would
be
really
helpful
information.
So
that's
a
report
that
they
will
have
completed
by
the
end
of
this
fiscal
year
so
by
June.
So,
okay,
bugatta
comes
you
know.
Maybe
he
can
give
a
little
preview.
B
And
what
does
resource
mapping
mean
I
love
the
agenda?
Have
we
done
it.
E
This
was
a
prison
break
and
then
use
it's
just
a
way
of
capturing
I.
Guess
everything
that
we
we
have
and
what
seeing
the
relationship
between
the
various
pieces.
Okay
got
it.
You
know
internal
resources,
step
and
resources
as
well
as
in
any
way
they
are
external
resources
in
any
way.
A
C
You
know
if,
if
this
try
that
or
you
know,
because
all
of
our
different
departments
have,
as
somebody
mentioned
code
enforcement,
has
a
really
good
web
page
that
says
here's
what
we
cover
and
here's
what
we
don't
but
I,
don't
know
that
everybody
has
that
and
I
think
Ben's
team
is,
is
probably
your
best
bet
at
kind
of
that
sort
of
mapping,
but
that
might
be
helpful.
Yeah.
B
I
mean
I,
think
I
mean
to
Emily's
comment
earlier
about,
like
gaps
versus
what
we,
what
the
county
does
work
out
versus
what
it
does.
It
I
mean
I,
think
the
first
I'm
guessing
and
sort
of
ADR
Concepts
at
least
what
I've
been
experiencing
as
a
lawyer,
is
that
you
try
to
eliminate
all
of
the
things
that
could
be
solved
outside
of
the
process
right.
So
you
know
to
the
degree
that
that
is
possible
and
so
I
think
that
part
of
the
solution
so
to
speak.
B
If
there's
a
solution
set
and
that
actually
might
be
our
other
I
know
the
other
new
reconstituted
public
Outreach
working
group
yeah,
our
committee
may
have
a
role
here
to
play
eventually
as
well.
Is
that
yeah?
You
know
what
can
we
do
to
prevent
disputes
from
happening
in
the
first
place
by
routing
people
and
I?
Think
Kristen
also
said
this
in
the
chat
already
in
her
comment
around
you
know,
the
greatest
showman
was
letting
resident
know
there
are
people
available
to
guide
them
and
self-education
and
so
I?
B
My
guess
is
there
isn't
one
so
and
that's
I
think
it's
helpful
Jennifer
to
know
that
you
know
if
all
if
some
of
these
strategies
during
the
report
come
together
great,
if
not
not
but
I,
do
think
some
of
the
improving
the
way
folks,
access,
information
and
and
navigate
resources
will
be
part
of
this,
and
then
there
will
be
the
types
of
disputes
that
cannot
be
resolved
through
self-help
and
and
that
those
end
up
becoming
okay.
What
do
we
do
in
that
in
that
case?
So
so
that
makes
that
makes
sense.
A
D
We
we
have
a
I
mean
it
it's
fairly,
robust
knowledge
base
of
like
the
top
100
or
so
issues,
there's
Nuance
under
each
one,
but
in
general
we
know
where
to
send
people,
and
we've
been
developing,
that
more
for
those
two
staff
that
I
mentioned
that
will
be
sitting
at
the
Welcome
Center,
because
they're
really
a
kind
of
almost
like
a
deflection
role
of
getting
getting
those
folks
they
come
in.
Hey
I've
got
a
question
about
this.
D
Generally
speaking,
if,
if
it's
you
know,
one
of
you
know
a
hundred
main
things
and
we
use
language,
that's
common
we're
going
to
get
them
in
the
into
the
right
place
pretty
quickly.
We
also
have
a
more
robust
and
it's
not
it's,
not
for
your
I,
wouldn't
say
it's
for
your
average
Arlington
resident,
it's
more
for
a
segment
of
Arlington
residents.
That
really
want
to
do
the
research
on
something.
But
we
have
a
common
list
of
questions
and
answers
for
constituents
on
our
website.
D
That
goes
into
a
little
bit
more
detail
about
the
things
that
we
can
do
and
the
things
that
we
can't
do
and
the
why.
But
that
is
it's
a
little
verbose
and
I.
Don't
think
that
it's
necessarily
going
to
be
germane
to
what
you
are
all
offering
or
what,
like
the
offering
that
you
want
to
be
able
to
provide
I'm,
not
sure
it's
going
to
help,
but
it
is
there.
It's
common
constituents,
questions
and
answers.
If
you
do
want
to
take
a
look
at
it,
yeah.
B
Well,
and
and
and
that
thought
there
so
I
used
to
my
previous
company,
we
did
a
lot
of
work
in
human
centered,
design
and
thinking
a
lot
about
the
experience
of
people
who
flow
through
systems
and
so
I
think
or
flow
through
processes.
And,
for
example,
we
worked
at
the
Department
of
Veterans
Affairs.
B
What
is
the
veteran
experience
like
when
they're
going
to
get
help
and
so
I
I
think
there's
all
this
is
more
of
a
thought
less
of
an
action
item,
but
there's
probably
something
that
we
should
at
least
remember
is
I.
Imagine
for
90
of
folks
who
have
housing
related
issues.
It
might
be
other
than
paying
their
relevant
County
taxes.
B
It
might
be
their
very
first
interaction
with
a
county
as
a
government
or
going
to
a
County
website
or
calling
a
County
number,
and
that
could
even
be
true
for
frankly,
smaller
landlords
who
are
trying
to
get
help
with
a
tenant.
That's
been
challenging
or
rent
issues,
so
it's
less
of
a
it's
less
of
a
a
a
thing
to
do.
But
it's
something
that
I'm,
mindful
of
of
anything,
that
we
design
or
recommend
it
really
needs
to,
and
this
could
be
where
Bugatti
also
becomes
really
helpful.
B
It's
like
making
sure
that
we're
taking
into
account
the
experiences
of
folks
who
don't
go
to
tenant
landlord,
but
commission
meetings
and
don't
want
to
ever
want
to
because
and
have
a
very
you
know.
You
know
a
different
ex
different
experience,
a
non.
You
know
they're
not
plugged
into
government,
and
nor
should
they
really
need
to
be
in
order
to
to
solve
their
challenges
they
might
be
experiencing
or
and
landlords
as
well.
So
but
yeah.
That
was
just
one
last
thought.