RHA Building Your Career - Rental Housing Association of Washington

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Course List | Building Your Career

Designed for those who have chosen rental housing and related real estate pursuits as their primary career, this selection of courses will provide a consistent basic training program for your employees, advanced clock-hour certificate courses for your Real Estate License continuing education requirements and additional business and management skill-building resources for ongoing development.

Property Management Series

This series is designed specifically for Property Managers and is offered as live weekly ONLINE class sessions from February through April of each year for $30/session or $160 for the entire series. In May, the entire series is made available ONDEMAND and is included with Property Management Company membership for all staff members with active profiles under your membership account.

	PM Series-01: Kick Off - Building a Career in the Housing Industry \| Runtime: 1 hour Instructor: Lawton Coursey In this session, you will learn best practices for developing a successful and satisfying career in the housing industry. We will explore: Various career opportunities in the industry and how to develop a career as a real estate professional. Education and licensing requirements in Washington State. Standards for professional appearance, behaviors, and communication.
	PM Series-02: Workplace Ethics \| Runtime: 1 hour Instructor: Susan Stahlfeld In this session, you will learn best practices for creating and participating in a safe, fair, and ethical workplace. We will explore: Prevention of sexual and other types of harassment. Promoting diversity, equity, and inclusion in the workplace. Reporting unethical behaviors.
	PM Series-03: Fair Housing Basics \| Runtime: 1 hour Instructor: Rebecca Craemer In this session, you will learn best practices for providing fair and equal housing opportunities to prospects and tenants. We will explore: Protected classes in various jurisdictions, including source of income and criminal history. How to process accommodation requests, including use of service animals. How to respond to retaliation and harassment claims involving tenants and/or staff members.
	PM Series-04: Understanding Your Market \| Runtime: 1 hour Instructor: Erica Vincent In this session, you will learn best practices for understanding and managing your company's presence in your market area. We will explore: Technology and methods for conducting an accurate market survey. How to evaluate your property and set rent based on analysis of comparable properties. Monitoring feedback and managing your company reputation.
	PM Series-05: Advertising and Sales \| Runtime: 1 hour Instructor: Tim Schondelmayer In this session, you will learn best practices for advertising and following up with prospective tenants. We will explore: Where to advertise for the best results. Tips and best practices when using various platforms. Writing appropriate and effective ad copy and effective marketing photography. How to build a relationship-based sales process.
	PM Series-06: Working with Prospective Tenants \| Runtime: 1 hour Instructor: Kathryn Shabalov In this session, you will learn best practices for working with prospective tenants close sales quickly with qualified tenants while following all fair housing laws. We will explore: Responding to inquiries, explaining rental terms and screening criteria. Effective and safe techniques for showing the property. Evaluating applications and properly following up with all applicants.
	PM Series-07: Leasing and Move-In \| Runtime: 1 hour Instructor: Kathryn Shabalov In this session, you will learn best practices for starting a new tenancy. We will explore: Setting lease terms to comply with all local laws Reviewing expectations and properly executing the lease Welcoming new tenants and move-in logistics
	PM Series-08: Tenant Relations \| Runtime: 1 hour Instructor: Bill Jackson In this session, you will learn best practices for managing good working relationships with your residents. We will explore: Building relationships and creating a sense of community Responding and following up to issues and maintenance requests. Managing incident reporting, including documentation and taking corrective action.
	PM Series-09: Partnering with Community Resources \| Runtime: 1 hour Instructor: Shkelqim Kelmendi In this session, you will learn best practices for establishing effective working relationships with organizations that support tenants. We will explore: Your responsibilities when working with prospective tenants on rental assistance. Connecting tenants in crisis situations to appropriate support organizations. Partnering with organizations that place individuals in housing.
	PM Series-10 Managing Rents and Fees \| Runtime: 1 hour Instructor: Sharon Cunnington In this session, you will learn best practices for managing rental operations income. We will explore: Securing and processing lease renewals. Giving notice to increase rent in compliance with local laws. Charging and collecting fees appropriately.
	PM Series-11: Eviction Laws and Procedures \| Runtime: 1 hour Instructor: Christopher Cutting In this session, you will learn best practices for enforcing compliance with rental terms and managing other circumstances that require ending a tenancy. We will explore: Notices and eviction procedures for rules violations. Notices and procedures for non-payment, including the Eviction Resolution Pilot Program. Other good causes to end tenancy and related procedures. Best practices when preparing for court, what to expect in court.
	PM Series-12 Housing Industry Legislation \| Runtime: 1 hour Instructor: Chet Baldwin In this session, you will learn how to participate as an active stakeholder in setting of housing policy. We will explore: Recent and pending legislative changes impacting Washington housing providers. The impact of voting and communicating with state and local representatives. How to actively participate through industry advocacy groups.

Real Estate License Continuing Education (CRE)

The following ONDEMAND CRE Certificate Courses are available to members for $10/clock hour and to non-members at $20/clock hour.

	CRE Fair Rental Housing in Washington \| Clockhours: 3 hours Instructors: Maxwell Glasson, Michael Chin This course provides an overview of the laws that govern the operation of residential rental property in the state of Washington, including: A general overview of Fair Housing principles such as unconscious bias, steering, disparate impact, protected classes, harassment, retaliation, and how to process reasonable accommodations/modifications for disabled persons, including assistance animals. Responsibility to investigate and address tenant on tenant harassment and other fair housing issues more common in multi-family housing. A review of the most common fair housing complaints in Washington and the typical investigation process.
	CRE Leasing and Tenant Notices WA State and Local Laws \| Clockhours: 3 hours Instructor: Christopher Cutting A review of leasing and tenant notice requirements, focusing on new state and local rental housing laws including: Understand the differences between fixed terms leases and periodic rental agreements; Review an example lease form and discuss the purpose, options, and any related local laws for each clause; Understanding laws and best practices for managing rents and other types of rental income; Notice requirements for increasing rent under state law and several local laws; Requirements for lease renewal and the interplay with rent increase notices; Notices and eviction procedures for rules violations; Notices and procedures for non-payment, including the Eviction Resolution Pilot Program; Other good causes to end tenancy and related procedures; Best practices when preparing for court, what to expect in court.
	CRE Seattle Housing Providers Workshop \| Clockhours: 4 hours Instructors: Cory Brewer, Christopher Cutting Learn everything you need to know about renting out homes in Seattle, including new city ordinances, plus all relevant State and Federal laws, and best practices for efficient operations. This 2-part workshop will include the following segments: Getting Ready to Rent: Finding your local laws including registration and inspection requirements, and fair and effective advertising and tenant selection practices. Leasing and Move-In: Property condition and the security deposit, selection of rental agreement terms and the effects of mandatory lease renewal. Working with Tenants: Best practices and notices to encourage compliance with terms, notices to increase rent/change rules, new laws related to rent increases, and more. Managing Move-Outs: New Just Cause notice periods, security deposit accounting, and seasonal eviction bans.
	CRE WA Landlord-Tenant Law Essentials - 2021-25 \| Clockhours: 3 hours Instructor: Chris Benis After completing the course, the learner will be able to explain and apply principles and procedures required under the Washington Residential Landlord-Tenant Act that are most essential to daily operations of a rental property, while referencing the provided course materials. Introduction: COVID Moratorium Update, Layers of the Law, Basic Definitions, Situations Not Under RLTA, Agency Law. Tenant Selection: Applications and Screening Criteria, Fair Housing Laws, Waiting Lists and Holding Deposits. Leasing: Security Deposits, Installment Payments of Move-in Costs, Rental Agreements and Leases. Tenant Relations: Landlord & Tenant Duties, Rent Payments, Changes to the Rental Agreement, Retaliation. End of Tenancy: Good Cause To End Tenancy, Breaking Term Leases, End of Term Notice, Eviction Process.
	CRE Washington Housing Providers Workshop \| Clockhours: 4 hours Instructor: Chris Benis Learn everything you need to know about renting out a home in Washington, including new State laws, all relevant Federal laws, how to ensure you are following specific local laws, and best practices for efficient operations. This workshop includes the following segments: Getting Ready to Rent: Finding your local laws including registration and inspection requirements, and fair and effective advertising and tenant selection practices. Leasing and Move-In: Property condition and the security deposit, selection of rental agreement terms and the effects of new Just Cause laws. Working with Tenants: Best practices and notices to encourage compliance with terms, notices to increase rent/change rules, new laws on Transitioning from Moratorium and more. Managing Move-Outs: New Just Cause notice periods, security deposit accounting, and more. This class does not cover Seattle laws in depth. Seattle Housing Providers are encouraged to watch the Seattle Housing Provider Workshop.
	CRE Washington Real Estate Fair Housing \| Clockhours: 3 hours Instructors: Michael Chin, Chris Benis, Cory Brewer This course fulfills the requirement for 3 clock-hours of Washington Real Estate Fair Housing. It includes a general overview of Fair Housing principles such as unconscious bias, steering, disparate impact, protected classes, harassment, retaliation, and how to process reasonable accommodations/modifications for disabled persons, including assistance animals.
	CRE Washington Real Estate Fair Housing \| Clockhours: 6 hours Instructors: Michael Chin, Chris Benis, Cory Brewer This course fulfills the requirement for 6 clock-hours of Washington Real Estate Fair Housing. It includes a general overview of Fair Housing principles such as unconscious bias, steering, disparate impact, protected classes, harassment, retaliation, and how to process reasonable accommodations/modifications for disabled persons, including assistance animals.

Business & Management Skill-Building (Third-Party Content)

The following ONDEMAND mini-courses are are provided with our learning platform by Litmos Training and are included in our members-only ONDEMAND Library Subscription available as an upgrade to membership for $25/month or $120/year. These courses are professionally created for a more productive workplace. They promote better retention and career mobility and best of all, a more positive culture.

Budget Like A Boss 1.0 | Runtime: 5 minutes

When it comes to managing the financial side of your business - a budget is your best friend! This bite sized module provides you with a six step plan for stress free budgeting. At the conclusion of this course you should have learned about the six step plan for stress free budgeting.

Communicating Effectively 1.0 | Runtime: 20 minutes

This course will provide you with the necessary knowledge, skills and confidence to be an effective communicator. At the conclusion of this course you should have:

Discovered how effective communication can lead to a more satisfying life
Found out why only 7% of communication is based on words
Learned about effective listening and questioning techniques you can use
Found out the secret to writing engaging e-mails.

Complaint Handling 1.0 | Runtime: 10 minutes

This course will help to improve your ability to handle complaints. At the conclusion of this course you should have gained an understanding of a real world tool which when used correctly will empower you to be proficient in handling complaints.

Complaint Handling 1.0 | Runtime: 10 minutes

CPR Basics for Everyone - Adult and Child 1.0 (US) | Runtime: 15 minutes

This course adheres to the latest regulations from the American Red Cross and American Heart Association (AHA). After completing this course you should be able to:

The two goals of CPR
How to determine if an individual is in a cardiac emergency
The steps in the Chain of Survival
How to perform the steps of CPR.

Excel 2016 - Entering and Editing Data | Runtime:

There’s definitely more to mastering Excel than entering and editing data, but it’s a wonderful place to start. This short, two minute course ensures you’re getting your information in the right place by showing you a variety of ways to enter and edit data, so that when you become an Excel wizard you know your data is right. In this short module, you'll learn methods of entering new data and editing existing data in Microsoft Excel 2016.

Excellence in Customer Service 1.0 | Runtime: 15 minutes

When it comes to business, our clients have all too many options. So what can you do to stand out and become their number one choice time and time again? Find out in this course. In this course, you'll learn all about the CONTACT approach to customer excellence, designed to set you apart from the competition. Topics include how to follow the CONTACT approach to providing customer service excellence.

How to Handle Sales Objections 1.0 | Runtime: 3 minutes

Don’t fight objections, they’re gold. Handled the right way, objections outline exactly what’s needed to win the opportunity. This five-step process will help your handle objections while enhancing relationships. After completing this course, you will understand turn objections into opportunities to strengthen customer relationships and win deals.

Infant CPR Basics 1.0 (US) | Runtime: 15 minutes

We never expect an emergency, which is precisely why it’s so important to be prepared for one. Knowing the steps to infant CPR, as well as other emergency techniques can be the difference between life and death. This course adheres to the latest regulations from the American Red Cross and American Heart Association (AHA). After completing this course you should be able to:

How to determine if an infant is in a cardiac emergency
The steps in the Chain of Survival
How to perform the steps of CPR on an infant.

Inspirational Leadership 2019 | Runtime: 30 minutes

Whether at home, in the workplace or in pursuit of our passion, we can all benefit from becoming better leaders. If you’ve just been promoted to a management position responsible for the performance of others or if you have been appointed team leader on a project and want to get people working towards a common goal, you need to use leadership skills. Topics include

Discover concepts that you can put into practice to develop essential experience much faster.
Find out what specific skill sets allow leaders to get maximum results.

Leveraging Diversity and Strengths in the Workplace (2018) | Runtime: 20 minutes

Now that you understand the importance of the diversity of others and what each person brings to the workplace, let’s learn how to leverage each other’s strengths in order to build a better work environment. Topics include – How to leverage the diversity in others for better outcomes and solutions Why diversity is beneficial to your organization.

Listening Skills - Transform Your Customer Interactions 1.0 | Runtime: 10 minutes

Listening may be the most underrated skill in selling. Good listening skills are a must in developing strong customer relationships. Poor listening is a flaw that’s often fatal to longterm success. Learn five listening techniques that will enhance your ability to establish trust and openness with your customers. After completing this course, you will understand:

Transform your customer conversations through effective listening
Increase your customer’s comfort in sharing important information with you
Enhance your personal selling brand.

Managing Stress 1.0 | Runtime: 20 minutes

Many of us experience stress in life, whether this is in the short term from one-off projects, or long-term stress from a high-pressure career. Not only can this be profoundly unpleasant, it can seriously affect our health and our work. However, it is possible to manage stress, if you use the right tools and techniques. This course will show you how. At the conclusion of this course you should have discovered how to improve your mental and physical ability to process stress.

Marketing Strategy that Drives Effectiveness 1.0 | Runtime: 20 minutes

Strategic marketing organizations have the capacity to drive incredible value through the entire organization. This course will give you a foundational understanding of how to think strategically to develop, measure and promote a marketing plan that helps you bridge the gap between “activities” and “results.” After completing this course you should be able to:

Understand the importance of marketing strategy
Effectively leverage customer and market insights to drive better results
Build marketing strategy from scratch–through an easy five-step process
Promote your marketing strategy throughout the organization.

PowerPoint 2016 – Essential Formatting | Runtime: 3 minutes

Transforming your PowerPoint presentation has never been easier with the help of this three minute video. Providing you with fundamental knowledge on formatting within PowerPoint 2016, this short course ensures you’ve got the basics of this complicated application nailed. In this short module you’ll learn an overview of the font and paragraph formatting options and how to use and apply them in PowerPoint 2016.

Prospecting with Ease 1.0 | Runtime: 15 minutes

Create a healthy and sustainable sales funnel by developing an effective prospecting game plan and approach. This course helps you minimize prospecting anxiety by keeping the process simple and systematic. Learn tips on how to prepare for a prospecting call, leave a voice message and send emails. After completing this course, you will understand:

Pro-actively fill the top of your sales funnel
Quickly develop rapport and credibility with prospects
Create a prospecting game plan.

Social Media Awareness 1.0 (UK/EU) | Runtime: 10 minutes

Social media is a phrase being tossed around a lot these days, but it can sometimes be difficult to answer the question of what is social media? And why is it important? This course will help you to answer these questions. At the conclusion of this course you should have:

Learned how to make the right choices with your social media
Understand how a social media policy can protect you.

Telephone Etiquette 1.0 | Runtime: 10 minutes

Every time you make or receive a call at work the conversation you have with customers will shape their entire perception of your company. This course can help to ensure your Telephone Etiquette is up to the task. At the conclusion of this course you should have gained an understanding of the seven steps to perfect telephone etiquette.

The Mindful Leader 1.0 | Runtime: 5 minutes

If you want to refresh your focus, and become a better leader, you need to develop mindfulness. This course will teach you all about the benefits of mindfulness, and we’ll show you how it works. At the conclusion of this course you should have learned all about the benefits of mindfulness and how it works.

Understanding Cyber Security 1.0 (UK/EU) | Runtime: 10 minutes

Advances in technology have changed the way we live, and the way we do business. Our world is more connected than ever before. This brings huge opportunities and benefits, but it also brings risks. At the conclusion of this course you should have gained an understanding of Cyber Security and how to stay cyber secure.

Back to Education

HAVE QUESTIONS? Email dmyers@RHAwa.org or call Denise Myers at (206) 905-0614.

	PM Series-01: Kick Off - Building a Career in the Housing Industry \| Runtime: 1 hour Instructor: Lawton Coursey In this session, you will learn best practices for developing a successful and satisfying career in the housing industry. We will explore: Various career opportunities in the industry and how to develop a career as a real estate professional. Education and licensing requirements in Washington State. Standards for professional appearance, behaviors, and communication.
	PM Series-02: Workplace Ethics \| Runtime: 1 hour Instructor: Susan Stahlfeld In this session, you will learn best practices for creating and participating in a safe, fair, and ethical workplace. We will explore: Prevention of sexual and other types of harassment. Promoting diversity, equity, and inclusion in the workplace. Reporting unethical behaviors.
	PM Series-03: Fair Housing Basics \| Runtime: 1 hour Instructor: Rebecca Craemer In this session, you will learn best practices for providing fair and equal housing opportunities to prospects and tenants. We will explore: Protected classes in various jurisdictions, including source of income and criminal history. How to process accommodation requests, including use of service animals. How to respond to retaliation and harassment claims involving tenants and/or staff members.
	PM Series-04: Understanding Your Market \| Runtime: 1 hour Instructor: Erica Vincent In this session, you will learn best practices for understanding and managing your company's presence in your market area. We will explore: Technology and methods for conducting an accurate market survey. How to evaluate your property and set rent based on analysis of comparable properties. Monitoring feedback and managing your company reputation.
	PM Series-05: Advertising and Sales \| Runtime: 1 hour Instructor: Tim Schondelmayer In this session, you will learn best practices for advertising and following up with prospective tenants. We will explore: Where to advertise for the best results. Tips and best practices when using various platforms. Writing appropriate and effective ad copy and effective marketing photography. How to build a relationship-based sales process.
	PM Series-06: Working with Prospective Tenants \| Runtime: 1 hour Instructor: Kathryn Shabalov In this session, you will learn best practices for working with prospective tenants close sales quickly with qualified tenants while following all fair housing laws. We will explore: Responding to inquiries, explaining rental terms and screening criteria. Effective and safe techniques for showing the property. Evaluating applications and properly following up with all applicants.
	PM Series-07: Leasing and Move-In \| Runtime: 1 hour Instructor: Kathryn Shabalov In this session, you will learn best practices for starting a new tenancy. We will explore: Setting lease terms to comply with all local laws Reviewing expectations and properly executing the lease Welcoming new tenants and move-in logistics
	PM Series-08: Tenant Relations \| Runtime: 1 hour Instructor: Bill Jackson In this session, you will learn best practices for managing good working relationships with your residents. We will explore: Building relationships and creating a sense of community Responding and following up to issues and maintenance requests. Managing incident reporting, including documentation and taking corrective action.
	PM Series-09: Partnering with Community Resources \| Runtime: 1 hour Instructor: Shkelqim Kelmendi In this session, you will learn best practices for establishing effective working relationships with organizations that support tenants. We will explore: Your responsibilities when working with prospective tenants on rental assistance. Connecting tenants in crisis situations to appropriate support organizations. Partnering with organizations that place individuals in housing.
	PM Series-10 Managing Rents and Fees \| Runtime: 1 hour Instructor: Sharon Cunnington In this session, you will learn best practices for managing rental operations income. We will explore: Securing and processing lease renewals. Giving notice to increase rent in compliance with local laws. Charging and collecting fees appropriately.
	PM Series-11: Eviction Laws and Procedures \| Runtime: 1 hour Instructor: Christopher Cutting In this session, you will learn best practices for enforcing compliance with rental terms and managing other circumstances that require ending a tenancy. We will explore: Notices and eviction procedures for rules violations. Notices and procedures for non-payment, including the Eviction Resolution Pilot Program. Other good causes to end tenancy and related procedures. Best practices when preparing for court, what to expect in court.
	PM Series-12 Housing Industry Legislation \| Runtime: 1 hour Instructor: Chet Baldwin In this session, you will learn how to participate as an active stakeholder in setting of housing policy. We will explore: Recent and pending legislative changes impacting Washington housing providers. The impact of voting and communicating with state and local representatives. How to actively participate through industry advocacy groups.

	CRE Fair Rental Housing in Washington \| Clockhours: 3 hours Instructors: Maxwell Glasson, Michael Chin This course provides an overview of the laws that govern the operation of residential rental property in the state of Washington, including: A general overview of Fair Housing principles such as unconscious bias, steering, disparate impact, protected classes, harassment, retaliation, and how to process reasonable accommodations/modifications for disabled persons, including assistance animals. Responsibility to investigate and address tenant on tenant harassment and other fair housing issues more common in multi-family housing. A review of the most common fair housing complaints in Washington and the typical investigation process.
	CRE Leasing and Tenant Notices WA State and Local Laws \| Clockhours: 3 hours Instructor: Christopher Cutting A review of leasing and tenant notice requirements, focusing on new state and local rental housing laws including: Understand the differences between fixed terms leases and periodic rental agreements; Review an example lease form and discuss the purpose, options, and any related local laws for each clause; Understanding laws and best practices for managing rents and other types of rental income; Notice requirements for increasing rent under state law and several local laws; Requirements for lease renewal and the interplay with rent increase notices; Notices and eviction procedures for rules violations; Notices and procedures for non-payment, including the Eviction Resolution Pilot Program; Other good causes to end tenancy and related procedures; Best practices when preparing for court, what to expect in court.
	CRE Seattle Housing Providers Workshop \| Clockhours: 4 hours Instructors: Cory Brewer, Christopher Cutting Learn everything you need to know about renting out homes in Seattle, including new city ordinances, plus all relevant State and Federal laws, and best practices for efficient operations. This 2-part workshop will include the following segments: Getting Ready to Rent: Finding your local laws including registration and inspection requirements, and fair and effective advertising and tenant selection practices. Leasing and Move-In: Property condition and the security deposit, selection of rental agreement terms and the effects of mandatory lease renewal. Working with Tenants: Best practices and notices to encourage compliance with terms, notices to increase rent/change rules, new laws related to rent increases, and more. Managing Move-Outs: New Just Cause notice periods, security deposit accounting, and seasonal eviction bans.
	CRE WA Landlord-Tenant Law Essentials - 2021-25 \| Clockhours: 3 hours Instructor: Chris Benis After completing the course, the learner will be able to explain and apply principles and procedures required under the Washington Residential Landlord-Tenant Act that are most essential to daily operations of a rental property, while referencing the provided course materials. Introduction: COVID Moratorium Update, Layers of the Law, Basic Definitions, Situations Not Under RLTA, Agency Law. Tenant Selection: Applications and Screening Criteria, Fair Housing Laws, Waiting Lists and Holding Deposits. Leasing: Security Deposits, Installment Payments of Move-in Costs, Rental Agreements and Leases. Tenant Relations: Landlord & Tenant Duties, Rent Payments, Changes to the Rental Agreement, Retaliation. End of Tenancy: Good Cause To End Tenancy, Breaking Term Leases, End of Term Notice, Eviction Process.
	CRE Washington Housing Providers Workshop \| Clockhours: 4 hours Instructor: Chris Benis Learn everything you need to know about renting out a home in Washington, including new State laws, all relevant Federal laws, how to ensure you are following specific local laws, and best practices for efficient operations. This workshop includes the following segments: Getting Ready to Rent: Finding your local laws including registration and inspection requirements, and fair and effective advertising and tenant selection practices. Leasing and Move-In: Property condition and the security deposit, selection of rental agreement terms and the effects of new Just Cause laws. Working with Tenants: Best practices and notices to encourage compliance with terms, notices to increase rent/change rules, new laws on Transitioning from Moratorium and more. Managing Move-Outs: New Just Cause notice periods, security deposit accounting, and more. This class does not cover Seattle laws in depth. Seattle Housing Providers are encouraged to watch the Seattle Housing Provider Workshop.
	CRE Washington Real Estate Fair Housing \| Clockhours: 3 hours Instructors: Michael Chin, Chris Benis, Cory Brewer This course fulfills the requirement for 3 clock-hours of Washington Real Estate Fair Housing. It includes a general overview of Fair Housing principles such as unconscious bias, steering, disparate impact, protected classes, harassment, retaliation, and how to process reasonable accommodations/modifications for disabled persons, including assistance animals.
	CRE Washington Real Estate Fair Housing \| Clockhours: 6 hours Instructors: Michael Chin, Chris Benis, Cory Brewer This course fulfills the requirement for 6 clock-hours of Washington Real Estate Fair Housing. It includes a general overview of Fair Housing principles such as unconscious bias, steering, disparate impact, protected classes, harassment, retaliation, and how to process reasonable accommodations/modifications for disabled persons, including assistance animals.