Southern Maryland Association of REALTORS® (SMAR)

This is to acknowledge receipt of your letter dated February 3, 2016 letter, which we received in the mail today February 16, 2016. I also left a voice message to today as well.Please note that Jann C[redacted] has retired and I am now the CEO of the Southern Maryland Association of REALTORS" (SMAR).SMAR...

is a non-profit service organization for our 1,440 members in Calvert, Charles and St. Mary's counties. We are charted by the National Association of REALTORS" (NAR) and therefore our By Laws and policies are all consistent with and approved by NAR. All our members are also NAR members and are subject to NAR's Code of Ethics (COE).While we are concerned with our reputation and our members, a more appropriate process for complaints from both the public and our membership is through Grievance and Ombudsman services offered by SMAR. A description of each service is provided below, with a link to our web site.Grievance – Background http://southernmarylandreators.org/services/ethics/before-you-file-an-ethics:com...⇄ Concept The Southern Maryland Association of REALTORS* is responsible for enforcing the REALTORS* Code of Ethics. The Code of Ethics imposes duties above and in addition to those imposed by law or regulation which apply only to real estate professionals who choose to become REALTORS*.Many difficulties between real estate professionals (whether REALTORS* or not) result from misunderstanding, miscommunication, or lack of adequate communication. If you have a problem with a real estate professional, you may want to speak with them or with a principal broker in the firm. Open, constructive discussion often resolves questions or differences, eliminating the need for further action. If, after discussing matters with your real estate professional or a principal broker in that firm, you are still not satisfied and you still feel you have a grievance, you may want to consider filing an ethics complaint. You will want to keep in mind that...Only REALTORS* are subject to the Code of Ethics of the National Association of REALTORS*. If the real estate professional (or their broker) you are dealing with is not a REALTOR*, your only recourse may be the Maryland Real Estate Commission.Boards and associations of REALTORS* determine whether the Code of Ethics has been violated, not whether the law or real estate regulations have been broken. Those decisions can only be made by the Maryland Real Estate Commission or the Courts.Boards of REALTORS" can discipline REALTORS* for violating the Code of Ethics. Typical forms of discipline include attendance at courses and seminars designed to increase REALTORS*' understanding of the ethical duties or other responsibilities of real estate professionals. REALTORS* may also be reprimanded, fined, or their membership can be suspended or terminated for serious or repeated violations. Boards and associations of REALTORS" cannot require REALTORS* to pay money to parties filing ethics complaints; cannot award “punitive damages” for violations of the Code of Ethics; and cannot suspend or revoke a real estate professional's license. The primary emphasis of discipline for ethical lapses is educational, to create a heightened awareness of and appreciation for the duties the Code imposes. At the same time, more severe forms of discipline, including fines and suspension and termination of membership may be imposed for serious or repeated violations.Filing an ethics complaintThe Southern Maryland Association of REALTORS* can provide you with information on the procedures for filing an ethics complaint. Here are some general principles to keep in mind: Ethics complaints must be filed with the Association of REALTORS" within one hundred eighty (180) days from the time a complainant knew (or reasonably should have known) that potentially unethical conduct took place. The REALTORS* Code of Ethics consists of seventeen (17) Articles. The duties imposed by many of the Articles are explained and illustrated through accompanying Standards of Practice or case interpretations. Your complaint should include copies of contracts and addenda and a narrative description of the circumstances that lead you to believe the Code of Ethics may have been violated.Your complaint must cite one or more of the Articles of the Code of Ethics which may have been violated. Hearing panels decide whether the Articles expressly cited in complaints were violated—not whether Standards of Practice or case interpretations were violated.The Southern Maryland Association of REALTORS*’ Grievance Committee may provide technical assistance in preparing a complaint in proper form and with proper content.Before the hearing Your complaint will be reviewed by the association's Grievance Committee. Their job is to review complaints to determine if the allegations made, if taken as true, might support a violation of the Article(s) cited in the complaint. If the Grievance Committee dismisses your complaint, it does not mean they don't believe you. Rather, it means that they do not feel that your allegations would support a hearing panel's conclusion that the Article(s) cited in your complaint had been violated. You may want to review your complaint to see if you cited an Article appropriate to your allegations.If the Grievance Committee forwards your complaint for hearing, that does not mean they have decided the Code of Ethics has been violated. Rather, it means they feel that if what you allege in your complaint is found to have occurred by the hearing panel, that panel may have reason to find that a violation of the Code of Ethics occurred.If your complaint is dismissed as not requiring a hearing, you can appeal that dismissal to the board of directors of the association of REALTORS*.Preparing for the hearingFamiliarize yourself with the hearing procedures that will be followed. In particular, you will want to know about challenging potential panel members, your right to counsel, calling witnesses, and the burdens and standards of proof that apply.Complainants have the ultimate responsibility (“burden") of proving that the Code of Ethics has been violated. The standard of proof that must be met is "clear, Strong and convincing,” defined as, ". . . that measure or degree of proof which will produce a firm belief or conviction as to the allegations sought to be established.” Consistent with American jurisprudence, respondents are considered innocent unless proven to have violated the Code of Ethics. Be sure that your witnesses and counsel will be available on the day of the hearing. Continuances are a privilege – not a right.Be sure you have all the documents and other evidence you need to present your case. Organize your presentation in advance. Know what you are going to say and be prepared to demonstrate what happened and how you believe the Code of Ethics was violated.At the hearing Appreciate that panel members are unpaid volunteers giving their time as an act of public service. Their objective is to be fair, unbiased, and impartial; to determine, based on the evidence and testimony presented to them, what actually occurred; and then to determine whether the facts as they find them support a finding that the Article(s) charged have been violated.Hearing panels cannot conclude that an Article of the Code has been violated unless that Article(s) is specifically cited in the complaint.Keep your presentation concise, factual, and to the point. Your task is to demonstrate what happened (or what should have happened but didn't), and how the facts support a violation of the Article(s) charged in the complaint. Hearing panels base their decisions on the evidence and testimony presented during the hearing. If you have information relevant to the issue(s) under consideration, be sure to bring it up during your presentation. Recognize that different people can witness the same event and have differing recollections about what they saw. The fact that a respondent or their witness recalls things differently doesn't mean they aren't telling the truth as they recall events. It is up to the hearing panel, in the findings of fact that will be part of their decision, to determine what actually happened.The hearing panel will pay careful attention to what you say and how you say it. An implausible account doesn't become more believable through repetition or, through volume. You are involved in an adversarial process that is, to some degree, unavoidably confrontational. Many violations of the Code of Ethics result from misunderstanding or lack of awareness of ethical duties by otherwise well meaning, responsible real estate professionals. An ethics complaint has potential to be viewed as an attack on a respondent's integrity and professionalism. For the enforcement process to function properly, it is imperative for all parties, witnesses, and panel members to maintain appropriate decorum.After the hearingWhen you receive the hearing panel's decision, review it carefully. Findings of fact are the conclusions of impartial panel members based on their reasoned assessment of all of the evidence and testimony presented during the hearing. Findings of fact are not appeal able. If you believe the hearing process was seriously flawed to the extent you were denied a full and fair hearing, there are appellate procedures that can be invoked. The fact that a hearing panel found no violation is not appealable.Refer to the procedures used by the association of REALTORS* for detailed information on the bases and time limits for appealing decisions or requesting a rehearing. Rehearings are generally granted only when newly discovered evidence comes to light (a) which could not reasonably have been discovered and produced at the original hearing and (b) which might have had a bearing on the hearing panel's decision. Appeals brought by ethics respondents must be based on (a) a perceived misapplication or misinterpretation of one or more Articles of the Code of Ethics, (b) a procedural deficiency or failure of due process, or (c) the nature or gravity of the discipline proposed by the hearing panel. Appeals brought by ethics complainants are limited to procedural deficiencies or failures of due process that may have prevented a full and fair hearing.ConclusionMany ethics complaints result from misunderstanding or a failure in communication. Before filing an ethics complaint, make reasonable efforts to communicate with your real estate professional or a principal broker in the firm. If these efforts are not fruitful, the Southern Maryland Association of REALTORS" can give you the procedures and forms necessary to file an ethics complaint.Ombuds for REALTORS*(http://southernmarylandreators.org/services/ombuds-for-realtors/)The Ombuds Program in its simplest definition is informal telephone mediation. In some cases, it can address and solve minor complaints from the public. It can also solve inter-REALTOR* conflicts before they become serious problems. Like a mediation, an ombudsman helps parties find solutions, but does not impose solutions.What is the SMAR Ombuds Program? Ombuds Procedures adopted by The Southern Maryland Association of REALTORS" (SMAR) are intended to provide enhanced communications and initial problem-solving capacity to the professional standards process. SMAR is charged with the responsibility of receiving and resolving ethics complaints, and hearing arbitration disputes filed against its’ members. An Ombudsman can respond to general questions regarding real estate practices, transaction details, ethical practices and enforcement issues. Note: TIME LIMITATION – 1.) An Ethics Complaint must be filed within one hundred eighty (180) days after the facts constituting the matter could have been known in the exercise of reasonable diligence or within one hundred eighty (180) days after the conclusion of the transaction, if any, or event, whichever is later. 2.) An Arbitration Request must be filed within one hundred and eighty (180) days after the closing or the transaction, if any, or within one hundred eighty (180) days after the facts constituting the arbitrable matter could have been known in the exercise of reasonable diligence, whichever How Will I Know to Ask for an Ombudsman? Many complaints do not expressly allege violations of specific articles of the REALTOR* Code of Ethics and may not concern conduct related to the Code. Some complaints are transactional, technical and procedural questions that can be readily responded to. Some complaints are due strictly to lack of communications. These types of issues may be appropriate for the Ombuds Program.What are REALTOR* Ombuds Benefits? You can receive non-judgmental real estate related information in a timely manner and at no cost.What the Ombudsman WILL NOT Do –Adjudicate/make the final decision;Give legal advice;Determine who is right or wrong:Disclose communications – Process is Confidential Make any written record of discussions and/or agreement.Who are the Ombudsmen?REALTORS* appointed to be Ombudsmen must: Meet criteria for extensive real estate experience and/or additional qualifications as determined by the (local Board/Association) Board of Directors;Demonstrate objectivity;Participate in a training program; and Possess extensive knowledge of the REALTOR* Code of Ethics, state license law and best practices.How does the Ombud Process Work? The SMAR Professional Standards Administrator and/or the Chief Executive Officer will assemble information to be sent to the SMAR Ombudsman via email. This information may include: Name, phone number and role of the complainant (that is buyer, seller, broker, etc.) Name, phone number and role of the respondent (that is broker, principal broker, etc.) If the respondent is a broker, the name of the principal broker and/or managing broker. The Southern Maryland Association of REALTORS* Ombudsman will make all necessary contacts in an attempt to resolve the complaint. If the Ombudsman's efforts are effective, there is no further action necessary. If the efforts are not successful in resolving the Complaint's issues, the Ombudsman will advise the Complainant about the next step(s) in the complaint process. The term REALTOR* is a registered collective membership mark which may only be used by real estate professionals who are members of the NATIONAL ASSOCIATION OF REALTORS" and who subscribe to its strictCode of Ethics.In addition, a complaint can be filed directly to the Maryland Real Estate Commission the Maryland state agency that grants all real estate license in Maryland. Here is the link to their web site [redacted]We trust that that the information provides options for the consumer to resolve their complaint.Please advise if there are additional questions and comments.Sincerely,

This is to acknowledge receipt of your letter dated February 3, 2016 letter, which we received in the mail today February 16, 2016. I also left a voice message to today as well.Please note that Jann C[redacted] has retired and I am now the CEO of the Southern Maryland Association of REALTORS"...

(SMAR).SMAR is a non-profit service organization for our 1,440 members in Calvert, Charles and St. Mary's counties. We are charted by the National Association of REALTORS" (NAR) and therefore our By Laws and policies are all consistent with and approved by NAR. All our members are also NAR members and are subject to NAR's Code of Ethics (COE).While we are concerned with our reputation and our members, a more appropriate process for complaints from both the public and our membership is through Grievance and Ombudsman services offered by SMAR. A description of each service is provided below, with a link to our web site.Grievance – Background http://southernmarylandreators.org/services/ethics/before-you-file-an-ethics:com...⇄ Concept The Southern Maryland Association of REALTORS* is responsible for enforcing the REALTORS* Code of Ethics. The Code of Ethics imposes duties above and in addition to those imposed by law or regulation which apply only to real estate professionals who choose to become REALTORS*.
Many difficulties between real estate professionals (whether REALTORS* or not) result from misunderstanding, miscommunication, or lack of adequate communication. If you have a problem with a real estate professional, you may want to speak with them or with a principal broker in the firm. Open, constructive discussion often resolves questions or differences, eliminating the need for further action. If, after discussing matters with your real estate professional or a principal broker in that firm, you are still not satisfied and you still feel you have a grievance, you may want to consider filing an ethics complaint. You will want to keep in mind that...Only REALTORS* are subject to the Code of Ethics of the National Association of REALTORS*. If the real estate professional (or their broker) you are dealing with is not a REALTOR*, your only recourse may be the Maryland Real Estate Commission.Boards and associations of REALTORS* determine whether the Code of Ethics has been violated, not whether the law or real estate regulations have been broken. Those decisions can only be made by the Maryland Real Estate Commission or the Courts.Boards of REALTORS" can discipline REALTORS* for violating the Code of Ethics. Typical forms of discipline include attendance at courses and seminars designed to increase REALTORS*' understanding of the ethical duties or other responsibilities of real estate professionals. REALTORS* may also be reprimanded, fined, or their membership can be suspended or terminated for serious or repeated violations. Boards and associations of REALTORS" cannot require REALTORS* to pay money to parties filing ethics complaints; cannot award “punitive damages” for violations of the Code of Ethics; and cannot suspend or revoke a real estate professional's license. The primary emphasis of discipline for ethical lapses is educational, to create a heightened awareness of and appreciation for the duties the Code imposes. At the same time, more severe forms of discipline, including fines and suspension and termination of membership may be imposed for serious or repeated violations.Filing an ethics complaintThe Southern Maryland Association of REALTORS* can provide you with information on the procedures for filing an ethics complaint. Here are some general principles to keep in mind: Ethics complaints must be filed with the Association of REALTORS" within one hundred eighty (180) days from the time a complainant knew (or reasonably should have known) that potentially unethical conduct took place. The REALTORS* Code of Ethics consists of seventeen (17) Articles. The duties imposed by many of the Articles are explained and illustrated through accompanying Standards of Practice or case interpretations. Your complaint should include copies of contracts and addenda and a narrative description of the circumstances that lead you to believe the Code of Ethics may have been violated.
Your complaint must cite one or more of the Articles of the Code of Ethics which may have been violated. Hearing panels decide whether the Articles expressly cited in complaints were violated—not whether Standards of Practice or case interpretations were violated.The Southern Maryland Association of REALTORS*’ Grievance Committee may provide technical assistance in preparing a complaint in proper form and with proper content.Before the hearing Your complaint will be reviewed by the association's Grievance Committee. Their job is to review complaints to determine if the allegations made, if taken as true, might support a violation of the Article(s) cited in the complaint. If the Grievance Committee dismisses your complaint, it does not mean they don't believe you. Rather, it means that they do not feel that your allegations would support a hearing panel's conclusion that the Article(s) cited in your complaint had been violated. You may want to review your complaint to see if you cited an Article appropriate to your allegations.If the Grievance Committee forwards your complaint for hearing, that does not mean they have decided the Code of Ethics has been violated. Rather, it means they feel that if what you allege in your complaint is found to have occurred by the hearing panel, that panel may have reason to find that a violation of the Code of Ethics occurred.If your complaint is dismissed as not requiring a hearing, you can appeal that dismissal to the board of directors of the association of REALTORS*.Preparing for the hearingFamiliarize yourself with the hearing procedures that will be followed. In particular, you will want to know about challenging potential panel members, your right to counsel, calling witnesses, and the burdens and standards of proof that apply.Complainants have the ultimate responsibility (“burden") of proving that the Code of Ethics has been violated. The standard of proof that must be met is "clear, Strong and convincing,” defined as, ". . . that measure or degree of proof which will produce a firm belief or conviction as to the allegations sought to be established.” Consistent with American jurisprudence, respondents are considered innocent unless proven to have violated the Code of Ethics. Be sure that your witnesses and counsel will be available on the day of the hearing. Continuances are a privilege – not a right.Be sure you have all the documents and other evidence you need to present your case. Organize your presentation in advance. Know what you are going to say and be prepared to demonstrate what happened and how you believe the Code of Ethics was violated.At the hearing Appreciate that panel members are unpaid volunteers giving their time as an act of public service. Their objective is to be fair, unbiased, and impartial; to determine, based on the evidence and testimony presented to them, what actually occurred; and then to determine whether the facts as they find them support a finding that the Article(s) charged have been violated.Hearing panels cannot conclude that an Article of the Code has been violated unless that Article(s) is specifically cited in the complaint.Keep your presentation concise, factual, and to the point. Your task is to demonstrate what happened (or what should have happened but didn't), and how the facts support a violation of the Article(s) charged in the complaint. Hearing panels base their decisions on the evidence and testimony presented during the hearing. If you have information relevant to the issue(s) under consideration, be sure to bring it up during your presentation. Recognize that different people can witness the same event and have differing recollections about what they saw. The fact that a respondent or their witness recalls things differently doesn't mean they aren't telling the truth as they recall events. It is up to the hearing panel, in the findings of fact that will be part of their decision, to determine what actually happened.The hearing panel will pay careful attention to what you say and how you say it. An implausible account doesn't become more believable through repetition or, through volume. You are involved in an adversarial process that is, to some degree, unavoidably confrontational. Many violations of the Code of Ethics result from misunderstanding or lack of awareness of ethical duties by otherwise well meaning, responsible real estate professionals. An ethics complaint has potential to be viewed as an attack on a respondent's integrity and professionalism. For the enforcement process to function properly, it is imperative for all parties, witnesses, and panel members to maintain appropriate decorum.After the hearingWhen you receive the hearing panel's decision, review it carefully. Findings of fact are the conclusions of impartial panel members based on their reasoned assessment of all of the evidence and testimony presented during the hearing. Findings of fact are not appeal able. If you believe the hearing process was seriously flawed to the extent you were denied a full and fair hearing, there are appellate procedures that can be invoked. The fact that a hearing panel found no violation is not appealable.Refer to the procedures used by the association of REALTORS* for detailed information on the bases and time limits for appealing decisions or requesting a rehearing. Rehearings are generally granted only when newly discovered evidence comes to light (a) which could not reasonably have been discovered and produced at the original hearing and (b) which might have had a bearing on the hearing panel's decision. Appeals brought by ethics respondents must be based on (a) a perceived misapplication or misinterpretation of one or more Articles of the Code of Ethics, (b) a procedural deficiency or failure of due process, or (c) the nature or gravity of the discipline proposed by the hearing panel. Appeals brought by ethics complainants are limited to procedural deficiencies or failures of due process that may have prevented a full and fair hearing.ConclusionMany ethics complaints result from misunderstanding or a failure in communication. Before filing an ethics complaint, make reasonable efforts to communicate with your real estate professional or a principal broker in the firm. If these efforts are not fruitful, the Southern Maryland Association of REALTORS" can give you the procedures and forms necessary to file an ethics complaint.Ombuds for REALTORS*(http://southernmarylandreators.org/services/ombuds-for-realtors/)The Ombuds Program in its simplest definition is informal telephone mediation. In some cases, it can address and solve minor complaints from the public. It can also solve inter-REALTOR* conflicts before they become serious problems. Like a mediation, an ombudsman helps parties find solutions, but does not impose solutions.What is the SMAR Ombuds Program? Ombuds Procedures adopted by The Southern Maryland Association of REALTORS" (SMAR) are intended to provide enhanced communications and initial problem-solving capacity to the professional standards process. SMAR is charged with the responsibility of receiving and resolving ethics complaints, and hearing arbitration disputes filed against its’ members. An Ombudsman can respond to general questions regarding real estate practices, transaction details, ethical practices and enforcement issues. Note: TIME LIMITATION – 1.) An Ethics Complaint must be filed within one hundred eighty (180) days after the facts constituting the matter could have been known in the exercise of reasonable diligence or within one hundred eighty (180) days after the conclusion of the transaction, if any, or event, whichever is later. 2.) An Arbitration Request must be filed within one hundred and eighty (180) days after the closing or the transaction, if any, or within one hundred eighty (180) days after the facts constituting the arbitrable matter could have been known in the exercise of reasonable diligence, whichever How Will I Know to Ask for an Ombudsman? Many complaints do not expressly allege violations of specific articles of the REALTOR* Code of Ethics and may not concern conduct related to the Code. Some complaints are transactional, technical and procedural questions that can be readily responded to. Some complaints are due strictly to lack of communications. These types of issues may be appropriate for the Ombuds Program.What are REALTOR* Ombuds Benefits? You can receive non-judgmental real estate related information in a timely manner and at no cost.What the Ombudsman WILL NOT Do –Adjudicate/make the final decision;Give legal advice;Determine who is right or wrong:Disclose communications – Process is Confidential Make any written record of discussions and/or agreement.Who are the Ombudsmen?REALTORS* appointed to be Ombudsmen must: Meet criteria for extensive real estate experience and/or additional qualifications as determined by the (local Board/Association) Board of Directors;Demonstrate objectivity;Participate in a training program; and Possess extensive knowledge of the REALTOR* Code of Ethics, state license law and best practices.How does the Ombud Process Work? The SMAR Professional Standards Administrator and/or the Chief Executive Officer will assemble information to be sent to the SMAR Ombudsman via email. This information may include: Name, phone number and role of the complainant (that is buyer, seller, broker, etc.) Name, phone number and role of the respondent (that is broker, principal broker, etc.) If the respondent is a broker, the name of the principal broker and/or managing broker. The Southern Maryland Association of REALTORS* Ombudsman will make all necessary contacts in an attempt to resolve the complaint. If the Ombudsman's efforts are effective, there is no further action necessary. If the efforts are not successful in resolving the Complaint's issues, the Ombudsman will advise the Complainant about the next step(s) in the complaint process. The term REALTOR* is a registered collective membership mark which may only be used by real estate professionals who are members of the NATIONAL ASSOCIATION OF REALTORS" and who subscribe to its strictCode of Ethics.In addition, a complaint can be filed directly to the Maryland Real Estate Commission the Maryland state agency that grants all real estate license in Maryland. Here is the link to their web site [redacted]We trust that that the information provides options for the consumer to resolve their complaint.Please advise if there are additional questions and comments.Sincerely,