In a sunlit training room at Dweck Properties, a group of 23 maintenance professionals gather around a workstation, coffee in hand. It’s 9:00 am on a Wednesday, and today they’re not fixing appliances or troubleshooting HVAC systems at their respective communities — they’re expanding their knowledge and sharpening their skills as part of Dweck’s groundbreaking Maintenance Certification Program.

Launched in January 2025, this innovative initiative represents a significant investment in Dweck’s maintenance team — a comprehensive, hands-on training program unlike anything else in the industry. Led by a trio of seasoned experts — Luis Coronel, Director of Maintenance and Engineering; Julio Ponciano, Director of Maintenance, Engineering and Learning; and Jerry Longest, Chief Portfolio Engineer — the program aims to equip every eligible technician with the skills and knowledge needed to excel in an increasingly complex field.

“We wanted to give our team members the knowledge required by the industry and provide them with the tools they need to grow within the company,” explains Julio. “It’s about our commitment to personal development and making sure they never stop learning.” What sets this program apart from conventional maintenance training is its emphasis on hands-on learning. While many companies offer online modules or occasional seminars, Dweck’s approach brings maintenance professionals together for immersive, in-person training sessions held every Wednesday through June.

“A lot of maintenance professionals learn much better when they can physically do the work,” notes Jerry. “When they get their hands on something and walk through the process, they remember it a lot better.” This hands-on philosophy extends to the program’s approach to instruction, with sessions conducted in multiple languages to ensure every team member fully grasps the material.

“About 40-50% of our audience speaks Spanish as their first language,” Luis explains. “These sessions give us the opportunity to teach in both English and Spanish. We have a very diverse crew, including team members who speak Vietnamese, Cambodian, and Filipino. When you’re teaching technical skills, it works best if you can show them.”

The certification program covers six essential areas of maintenance expertise: Safety, HVAC, Plumbing, Electrical, General Carpentry, and Appliances. For maintenance supervisors, there are additional modules focused on administration and leadership skills. Each topic receives dedicated focus, with Safety serving as a foundation for all.

“Safety is a top priority throughout the program,” says Julio. “We’ve designed a comprehensive safety program that runs monthly. We’ve designated a safety captain for each property who is responsible for safety on site, and we hold monthly safety meetings to ensure everyone is aligned.”

The program’s impact extends far beyond individual skill development. “This certification will benefit both the maintenance professionals and Dweck as a company,” Luis shares. “Each technician gets to keep this knowledge for the rest of their life, while Dweck benefits from the higher quality work. “

For residents, the program promises enhanced service and faster resolution of maintenance issues. “Everyone will have a better skill set and be more prepared for their daily duties,” explains Jerry. “The increased proficiency means fewer callbacks, and as the team’s confidence level rises, they feel more secure in their abilities.”

The value of this comprehensive approach is perhaps best reflected in the words of those participating in the program. Collie Mackenzie, a Maintenance Supervisor at The Gramercy, recently shared his enthusiasm with the program leaders in a heartfelt email: “I appreciate you guys walking us through the refresher course step-by-step. I greatly appreciate your hard work and dedication. When it comes down to coordinating and simplifying different strategies and protocols, you are the best in the game to learn from. I am so honored and privileged to work with such beautiful leaders. I greatly appreciate the certification and the gift that you have given to us.”

Even the most experienced team members have found value in the program. Mike Hill, a Maintenance Supervisor at Rosslyn Heights who has worked at Dweck for more than 20 years, embraces the opportunity to enhance his skills. He also recently shared his feedback with the team “Thank you everyone for your contribution to making the Dweck Academy so awesome! It just goes to show that you can teach an old dog new tricks! I’m confident that all of us supervisors and technicians have learned and have benefited greatly from our experience at the Academy.”

Orchestrating a program of this scale for a maintenance team of approximately 80 professionals comes with challenges, particularly ensuring properties remain adequately staffed during training days. “The biggest challenge was keeping the properties staffed during training,” acknowledges Julio. “We had to adjust the schedule if a property was short-handed, and we strategically scheduled these trainings from January through June to avoid the busy maintenance season from May through August.”

A typical training day begins at 9:00 am with coffee and an overview of the day’s agenda. From there, the learning starts immediately, interspersed with breaks — including what the team jokingly refers to as “soccer breaks” complete with goals and balls to keep energy levels high. The teams can even win points for goals to put towards prizes and are awarded chances to take shots on goal in exchange for active participation. “We want people to jump-start their day,” Luis says with a smile. “We play a lot, we joke a lot. It keeps everyone engaged and ready to learn.” 

One of the most valuable aspects of the in-person format is the organic knowledge sharing that occurs when maintenance professionals from different properties come together. “When we bring these guys together for training, they bring up things and teach each other, maybe even things we might have missed,” Jerry points out. “Every property is unique, and each person brings something from their own experience. There’s a lot of peer learning that happens.”

For team members who might feel nervous about the program’s initial competency assessment, the leaders offer reassuring advice. “Don’t stress out, just ask questions,” says Luis. “There’s no pressure. If you don’t know something, that’s cool — this is what the program is for! We’re not here to judge; this is a learning opportunity where we encourage everyone to speak up.”

The program also introduces maintenance professionals to specialized tools that many companies don’t have in-house, such as a camera with a snake for plumbing issues and infrared cameras for electrical testing. “Now all technicians know how to use these tools,” Jerry explains. “They can spot troubled areas on electrical infrastructure or panels. Having these capabilities in-house is a tremendous advantage.”

Beyond technical skills, the program emphasizes leadership qualities essential for maintenance professionals. “They need to be open-minded, open to direction, customer service oriented, organized, and flexible since things change quickly,” Luis shares. “They also need to be able to multi-task and think like an owner.”

As the first cohort of maintenance professionals progresses through the certification program, the excitement among both participants and leaders is palpable. “This program is unique — it’s our own, built from scratch,” Julio says with pride. “It took a year to build, bringing together the knowledge of the three of us to create something truly special.” The program has even won over initial skeptics. Jerry recalls, “A maintenance supervisor came back after a session and told me, ‘I really enjoyed being here.’ That really hit home for me — seeing someone who’s usually so busy with property concerns take a moment to appreciate the learning opportunity.”

When asked to describe the Certified Dweck Maintenance Professional in three words, the program leaders offer: “Excellence,” “Ready for Anything,” and “Well-prepared.”

As Dweck Properties continues to invest in its team members’ growth and development, the Maintenance Certification Program stands as a testament to the company’s commitment to excellence — not just in the buildings it maintains, but in the people who make it all possible. By elevating the skills and confidence of its maintenance professionals, Dweck is ensuring that residents receive the highest quality service while creating meaningful career advancement opportunities for the hardworking individuals who keep its communities running smoothly.