Open House Volume 26, Issue 1 15
vision and compliance operations to others. With
proper training, a compliance officer in a large
organization can be an essential extension of the
broker’s business practice. Still, that broker’s
supervisory effectiveness will only be as efficient
as that compliance officer is on any given day.
Given the complexity of many contemporary real
estate operations, it is obvious that there is the
potential for more and more essentially unsuper-
vised activities by agents.
Responsible delegation begins with broker
training and supervision and ends with more
broker training and more and more ongoing
supervision. The contemporary real estate culture
is partially to blame. Profitability models which are
built on ever larger rosters are, in my opinion, not
in the best interest of the public. They are a
business reality that will not change in the
foreseeable future. Even the most responsible
delegation within these business models cannot
produce the kind of supervision that could ever be
construed as ideal. This ultimately puts more and
more responsibility on the individual agent to act
as professionally and as ethically as possible –
and often without someone overseeing them with
any degree of regularity. The agent certainly is
charged with a large degree of responsibility in the
ramifications of his or her actions. They are the
first line of defense. However, all of us are human
and we all make mistakes. It is the intentional
transgression, not the innocent oversight or error,
that is the subject of this consideration.
It would be easy to suggest that by “raising the
bar” in terms of pre-licensing standards we could
elevate the quality of agents so that all would
perform more satisfactorily. This is only a partial
solution. An ethically bereft agent will always be a
cancer in our industry - regardless of his or her
professional sophistication. Certainly, more
stringent licensing requirements could only help.
Increasingly more extensive pre-licensing
education coupled with better mentoring and
training upon licensure would, of course, be a
positive improvement. In my case, however, it
was the actions of a very sophisticated agent who
was acting intentionally unethically. The solution,
short of the impossibility of developing a somehow
more innately moral agent, is always better
supervision.
We live in a less than perfect world. There will
always be those agents
Broker Supervision
by Gregory Hartline, broker
Recently, my brokerage was threatened by
the actions of an agent who was not acting ethi-
cally. Unbeknownst to me, his business deci-
sions were solely the product of personal greed
and without any regard to the public that he was
charged with serving. Although sworn to uphold
the highest ethical standards, he had ignored
these obvious fiduciary responsibilities.
As his broker, I should have identified his
transgressions early on. I did not. Though I cer-
tainly never intentionally meant to harm anyone,
because of my lack of discovery an innocent
party was unfortunately damaged. As the super-
vising broker, I must ultimately share in the
blame by implication. Had I been aware of my
agent’s improprieties at an early stage, I would
have been able to intercede and correct the
situation before it grew into the significant infrac-
tion that it became. I have been asked to write
these words so that others may share in my ex-
perience. Perhaps, in light of this submission,
some other broker will be more vigilant and the
public will ultimately be better served.
This altogether unfortunate state of affairs
has brought me to reflect upon the nature of su-
pervision, delegation and, ultimately, broker
responsibility. I have learned that even the most
seasoned and sophisticated agent can act in
ways that are unethical and wholly unprofes-
sional. While those actions are frequently out-
side of the knowledge of their broker, ultimately
the broker will be held accountable. Vigilance is
the keyword, and none of us are omniscient.
We can never be completely aware of all of the
actions of those who are operating within our
companies. Our commitment to vigilance, while
imperfect, must be incessant. We are charged
with being as knowledgeable as possible with
regard to those who hang their licenses under
ours. For those of us who are involved in large
companies, we are faced with a particularly
daunting challenge. As company rosters grow in
size, the degree to which a broker can be
“hands on” is necessarily diminished.
Most brokers in larger companies will, of
necessity, delegate some degree of their super-
(see Supervision, page 18)