Certified Apartment Portfolio Supervisor (CAPS) Practice Exam - Module 1

When a resident approaches you with a problem, what is the best initial response?

1. Tell them to submit a formal complaint

2. Assure them that you will resolve the issue immediately

3. Tell them you'll investigate but support the community manager

4. Make decisions before gathering all information

The correct answer is: Tell them you'll investigate but support the community manager

When a resident approaches you with a problem, the best initial response is to acknowledge their concern and indicate that you will investigate while also supporting the community manager. This approach demonstrates professionalism and a commitment to understanding the issue fully before taking action. It is essential to gather all relevant information to assess the situation accurately. By indicating that you will investigate, you open a line of communication with the resident, allowing them to share their perspective and details about the problem. This step is crucial in building trust and ensuring that any subsequent actions are informed and effective. Supporting the community manager in this context means recognizing the established protocols and working collaboratively to find a resolution. This strategy not only addresses the immediate concern of the resident but also highlights your dedication to teamwork and proper problem-solving processes within the community. Communicating a willingness to investigate also helps set reasonable expectations instead of giving an immediate assurance of resolution, which might not always be feasible.