How the Professional Standards Department Helps You
If members cannot resolve a dispute with a client or fellow REALTOR®, they may need an impartial third party to help sort things out.
The Professional Standards Department serves members by helping to resolve conflicts and ensuring that they adhere to the NAR Code of Ethics.
The public and association members can call the team to request assistance. Administrative Assistant Nefertiti Hernandez says taking calls is a learning experience for her and the callers.
Empathy, reassurance, and clarity about next steps go a long way to make callers feel understood. “At the end of the day, the callers want to know we will address their concern and that we will assist to the best of our ability,” she says.
Professional Standards offers callers a few options. Conflicts can be handled informally; the department maintains a contact list so callers can reach out to the broker involved. The department also leads the Ombudsman Program, a structured process designed to tackle problems without a formal complaint or lawsuit.
Callers may also file a formal ethics complaint. Depending on the complaint, the aggrieved party may remain anonymous. Professional Standards Coordinator Stephanie Pelham says she furnishes the required forms and files information pertinent to both sides of the dispute.
Melanie Reynolds, Professional Standards Coordinator, says she keeps track of complaints throughout the process, which can last up to six months. “It’s very satisfying for everyone involved if the parties agree to mediate and can come to a successful resolution,” she says. “They’re always appreciative and thankful.”
Professional Standards also works on arbitration requests, the process to resolve commission disputes between members.
David Jones, Director of Professional Standards/Deputy General Counsel, oversees the department and ensures all complaints and arbitration requests are processed fairly and in compliance with national policies. “Our team is dedicated to elevating professionalism in the Texas real estate industry,” he says.
The team stays up to date with the latest practices in professional standards. Professional Standards participates in calls with NAR and connects with coordinators from around the country.
Hernandez enjoys working on the highly collaborative team; coworkers learn from each other all the time, she adds. “My colleagues are excellent,” she says. “They are teaching me how to handle formal complaints.”
“We work together, using our knowledge of professional standards, to help members understand those procedures,” Reynolds says. “We’re always available if anyone needs help.”
Here is some information you may not know about the Professional Development Department:
Nefertiti Hernandez, Administrative Assistant, has a favorite food each year. This year, it’s Vietnamese. “I can’t get enough of it,” she says.
David Jones, Director of Professional Standards/Deputy General Counsel, loves to adventure travel. “I've been surfing in Hawaii, skiing in Utah, and swam with sharks in the Bahamas,” he says.
Stephanie Pelham, Professional Standards Coordinator, loves to garden and cook. She especially loves to cook the produce from her garden. “I also have four chickens and the eggs they lay are the best,” she says.
Melanie Reynolds, Professional Standards Coordinator, has a Yorkie named Trevor.
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