Common Assessment Magazine, Winter 2013

Common WINTER 2013

The professional provider of education, advocacy and resources for Community Associations

Practice Makes Perfect: P r o f e s s i o n a l i s m i n t h e CID I n d u s t r y BUILD A FOUNDATION for Success page 10 A Journey WELL WORTH THE EFFORT page 16 KEEP CALM AND Carry C O MOn M O Npage A S S E36 SSMENT

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CAI SAN DIEGO’S FIRST EVER

Reverse Trade Show Wednesday, February 12, 2014 DoubleTree Mission Valley 1:30 Mixer (Hors d’oeuvres, wine and beer served) 2:00 - 4:00 Trade Show See page 35 for more information.

PAGE 10 PAGE 6

Features

Departments

6

Ready, Willing & Able

Maintaining Professionalism as a Board Member

4

President’s Message

BY MARIE DONOVAN

BY CYNDI KOESTER, CMCA, AMS, PCAM

10

Build a Foundation for Success

14

2014 Chapter Event Calendar

BY ROBERT A. FELIX, CMCA, LSM, PCAM, RS

16

New and Renewing Members

A Journey Well Worth the Effort

BY SUSAN FAKHOURI, CMCA, AMS, PCAM

19

Benefits of Attending CAI Events

A Community Manager’s Perspective

18

21

32

BY CINDY COLLINS, CCAM, PCAM

25

Smooth Move

Maintaining Professionalism While Transitioning Accounts

BY YVETTE HUFFMAN

29

Welcome to the Wild West of the Web

BY MAURA J. GRABER

35

CAI San Diego’s First Ever Reverse Trade Show

22

Golf Tournament Recap

24

Day at the Races Recap

36

Keep Calm and Carry On!

26

BY EMILY BAIO, CCAM

40

September Morning Educational Program Sponsors

Say What?

27

Thank You August Trade Show Exhibitors

Effective Oral & Written Communication

Thank You July Morning Program Sponsors

BY LAURI CROCE, ESQ AND LAURIE S. POOLE, ESQ.

33

Find us on Facebook!

Don’t forget to “like” CAI San Diego!

Newsstand CLAC Recognized as Legislative Action Committee of the Year Award

Back 2013 Marketing Plan Members Cover

Chapter News

Connect with us on LinkedIn: Search “Groups”: CAI San Diego

Get the latest from CAI San Diego on Twitter! @CAISanDiego

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Common

President’s Message Thanks for the Memories!

EXECUTIVE COMMITTEE MARIE DONOVAN................................................ PRESIDENT Homeowner JASON PAYNE............................................ PRESIDENT ELECT Payne Pest Management SHANNON SMITH.........................................VICE PRESIDENT Reconstruction Experts

I am truly appreciative and grateful for the privilege and opportunity I have had to serve as your Chapter President this year. Working with more of the membership and seeing shared ideas and suggestions put in place, has been especially rewarding. My thanks to the Chapter’s Board of Directors, staff, all the managers, business partners and volunteers whose hard work and participation made this a very successful and memorable year for our Chapter.

It has been a year filled with some major changes, first time experiences, new programs and special events. In addition to Marie Donovan has been our calendar of regular educational programs and social events, involved with the CAI San Diego Chapter as a we managed to do so much more. homeowner volunteer The board initiated and expanded membership since 2001 serving on the Educational Services opportunities: better access to Chapter information through its Committee and is the 2013 new website, additional education program offerings in North Chapter President. county and expanded participation in Chapter governance in the election of its directors as prescribed by the Bylaws updated and approved last year.

Along with the Chapter’s website overhaul, we added staff to increase our marketing capabilities and keep us apace with today’s myriad of communication options.

As usual, the hard work of our committees and volunteers resulted in entertaining social events throughout the year: Bowling Tournament, Golf Classic, Day at the Races, and a wide range of educational programs for homeowners and advanced programs for managers.

The generous sponsorship by our business partners made presenting all of these programs possible. As always, our Legislative Support Committee worked hard to keep us informed of the pending bills in Sacramento that would affect our industry.

Some notable events this year were the SD Chapter Party at the Air and Space Museum in April that we hosted for the 2013 CAI National Conference, and a Business Partners Appreciation Mixer in July. In August, District Attorney Bonnie Dumanis covered White Collar Crime and Embezzlement in the HOA Industry. Also, in October, both our Common Assessment magazine and educational programs focused on clarifying the impact of the 2014 Davis-Stirling Act Changes within our industry. In progress now, the first election for new board members is following the new Bylaws voting guidelines.

At the Annual Awards Luncheon in December, I was happy to acknowledge and honor all the volunteers who worked so tirelessly to make this a successful year. Their collaborative efforts have been a common characteristic of our committees: working together to deliver and provide quality services and programs.

Thank you for giving me the opportunity to serve you. It has been a privilege working with my fellow directors, the Chapter staff, committees and such hard working volunteers. I have enjoyed my time on the Board and it has been a rewarding experience. With the year ending, I wish President-Elect Jason Payne all the best as incoming President on January 1, 2014. Best wishes Jason!

This has been a remarkable year of change and growth; filled with memories that I will not soon forget.

Again, thanks for the memories!

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BRUCE ROSENBLATT........................................... TREASURER Manager ELAINE GOWER.................................................... SECRETARY Homeowner LOUISE STETTLER................................................ EX-OFFICIO Epsten Grinnell & Howell, APC DIRECTORS KERRY BEATTY, PCAM........................................................Manager CO-LEE GREV, PCAM.....................................................Manager JOANNA LaBAHN-CORNETT.....................LaBahn’s Landscaping RICK SALPIETRA, ESQ................. Law Offices of Richard Salpietra KARINA TATUM....................................................... Complex Realty

CHAPTER EXECUTIVE DIRECTOR BARBARA OZENBAUGH, CMP, CAE 619-299-1376 MANAGING EDITOR AND NEW & RENEWING ADVERTISING SALES BARBARA OZENBAUGH, CMP, CAE 619-299-1376, barbara@cai-sd.org DESIGN & PRODUCTION KRISTINE GAITAN REY ADVERTISING & DESIGN / THE CREATIVE DEPT. 760-746-8700 MAGAZINE EDITORIAL COMMITTEE Laurie S. Poole, Esq. (CHAIR)............... Peters & Freedman, LLP Lauri Croce, Esq. .................................. Anderson & Kriger, APC Jeff French, Esq.............................. Green, Bryant & French, LLP Elaine Gower.................................................................. Homeowner Yvette Huffman...................................... DC Property Management Brian Kalmenson, CCAM...........Michael Abdou Insurance Agency Jodi Konorti, Esq. ........................ Epsten, Grinnell & Howell, APC Cyndi Koester, PCAM.................................... CommerceWest Bank Jeff Morin................................Global Disposal Reduction Services Lucas Sisneros....................................... NNJ, an Associa Company

All articles and paid advertising represent the opinions of authors and advertisers and not necessarily the opinion of either Common Assessment Magazine or the Community Associations Institute – San Diego Chapter.

Information contained within should not be construed as a recommendation for any course of action regarding financial, legal, accounting or other professional services and should not be relied upon without the consultation of your accountant or attorney.

Common Assessment Magazine is the official quarterly publication of the San Diego Chapter of the Community Associations Institute. CAI San Diego Chapter encourages submission of news and articles subject to space limitation and editing. Signed letters to the editor are welcome. All articles submitted for publication become the property of CAI San Diego Chapter. Reproduction of articles or columns published permitted with the following acknowledgement: “Reprinted with permission from Common Assessment Magazine, a publication of the Community Associations Institute San Diego Chapter.” © 2013 CAI - San Diego Chapter

ADVERTISING & CORRESPONDENCE SHOULD BE SENT TO: Common Assessment Magazine CAI - San Diego Chapter 1081 Camino del Rio South, Suite 109, San Diego, CA 92108 619-299-1376 / fax 619-299-1377 / www.cai-sd.org

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11939 Rancho Bernardo Rd, Suite 200 San Diego CA 92127 www.sccombank.com COMMON ASSESSMENT MAGAZINE

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Ready,

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By serving as a board member your decisions will help shape your community, give it a unique personality and operate the business of the corporation.

, Willing & Able W

Practicing Professionalism within an Association’s Board of Directors

BY CYNDI KOESTER, PCAM

hen you have a dysfunctional board that is not

should educate yourself in the area of community association

running organized and efficient meetings, it can

leadership to better serve your community and to be an

be interpreted by other community members as

effective board member.

disharmony, lack of professionalism, mismanagement by the

It is not always easy to arrive at proper decisions. As a

board, and most importantly, that association needs are not

board member – and a homeowner – you need to review the

being met.

association’s legal documents. Having a basic understanding of

Following some simple guidelines can help your board

the governing documents is of utmost importance because their

present itself as a group that is:

content helps you to carry out your duties and responsibilities

• Properly prepared for the meetings;

as a board member. While reading them can be tedious and

• Ready to make good business decisions;

sleep inducing, these documents are the cornerstone of the

• Able address the needs and desires of the members;

community foundation. How can you be sure that what you

• Demonstrating professionalism towards other board

collectively decide as a board can stand the scrutiny of the

members, management and homeowners.

By serving as a board member your decisions will help

members?

Fortunately, as long as you approach your fiduciary

shape your community, give it a unique personality and

responsibility in earnest and by acting in the best interest of

operate the business of the corporation. As a director you

the community, some fairly simple principles will make the time Continued on page 8

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READY, WILLING & ABLE Continued from page 7

Board Members Should:

• Strive at all times to serve the best interests of the association as a whole regardless of their personal interests.

• Use sound judgment to make the best possible business decisions for the association, taking in to consideration all available information, circumstances and resources.

• Act within the boundaries of their authority as defined by law and the governing documents of the association.

• Provide opportunities for residents to comment on decisions facing the association.

• Perform their duties without bias for or against any individual or group of owners or non-owner residents.

• Disclose personal or professional relationships with any company or individual who has or is seeking to have a business relationship with the association.

• Conduct open, fair and well-publicized elections.

• Always speak with one voice, supporting all duly adopted board decisions – even if the board member was in the minority regarding actions that may not have obtained unanimous consent.

Board Members Should Not:

• Reveal confidential information provided by contractors or share information with those bidding for association contracts unless specifically authorized by the board.

• Make unauthorized promises to a contractor or bidder.

• Advocate or support any action or activity that violates a law or regulatory requirement.

• Use their positions or decision-making authority for personal gain or to seek advantage over another owner or non-owner resident.

• Spend unauthorized association funds for their own personal use or benefit..

• Accept any gifts – directly or indirectly – from owners, residents, contractors or suppliers.

• Misrepresent known facts in any issue involving association business.

• Divulge personal information about any association owner, resident or employee that was obtained in the performance of board duties.

• Make personal attacks on colleagues, staff or residents.

• Harass, threaten or attempt through any means to control or instill fear in any board member, owner, resident, employee or contractor.

• Reveal to any owner, resident or other third party the discussions, decisions and comments made at any meeting of the board properly closed or held in executive session.

you serve on your community’s board a more rewarding experience. The board has a duty to base their decision on the “Good Business Judgment Rule.”

Below are some guidelines that can assist you in running a meeting, handling homeowners during homeowner forum, making sound decisions, and most of all, how to be a productive director.

• Follow proper procedures, comply with your documents and act in a “reasonable” manner. Verify your manager is documenting the board’s activities.

• When in doubt about specific issues, obtain appropriate information, and act upon the advice of professionals who are experts in their fields.

• Before acting, ask yourself what a prudent business person would do if facing the same issue, and act accordingly.

• Never give direction or take action as a board member outside the structure of a properly called board meeting, unless you are specifically authorized by a resolution of the board to do so.

• The board should direct and allow management professionals to manage.

Delegate the implementation of all decisions to your manager. It is essential that all corporate issues are properly recorded and documented by your management company.

As board members you need to look at

your association as a business corporation. The board of directors is the policymaking body that has decision authority over the maintenance, administration, and financial well being of the association. It is often a difficult task to meet the multitude of challenges and obligations of serving. This voluntary job is not always appreciated; however, it has its rewards in many other ways.

It is important to understand your authority.

Items above are excerpted from “Good to Great: Principles for Community Association Success”, and can be downloaded from www.caionline.org/info/help/Documents/ Good2Great.pdf.

The board may delegate some of its responsibility (i.e. preparation of the budget), however, it cannot delegate its authority (i.e. review and approval of the budget). The board may give a committee, management, or other entities the responsibility

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to carry out board decisions. Yet, the board may not give any entity the ability to make the decisions for the board.

Boards have principle functions, none of which should involve the day‑to‑day management of the corporation.

The following are some examples of the board’s duties:

• Approve budgets.

Authorize the appropriate assessment to fund the association’s financial needs. Make decisions considering the budget.

• Set policy and establish goals and objectives for the community.

• Establish effective communications with the membership (such as a periodic newsletter or bulletins).

• Structure committees, give them objectives and guidelines, review and approve their work product. Don’t forget to reward them for their contribution!

• Obtain the most cost‑effective, quality management structure possible, and then evaluate their work product.

• Establish performance standards for contractors and give management responsibility to communicate effectively to meet these standards.

Cyndi Koester, CMCA, AMS, PCAM is the SVP, HOA Division Manager with CommerceWest Bank. She has worked in the CID Industry for the past 34 years and serves on the CAI National Faculty, CAI National Business Council and Local Chapter’s Board of Directors.

HOW TO HAVE AN EFFICIENT BOARD MEETING Many homeowners believe the board meets solely to hear and address their concerns. This is a backward approach to solving association problems. Board meetings should be held for the purpose of conducting the corporate business. The business issues are generally presented to the board before the meeting, so directors have the background information necessary to make decisions. Homeowners should direct their concerns to the board through management so they can be included in the pre-meeting packet. More often than not, a policy has already been established to handle the homeowner’s issues.

To make the meeting run a little more smoothly, each director should review the board packet literature prior to the meeting. After reviewing the packet, contact the manager with any questions or concerns. Don’t wait until the meeting to raise an issue that can be researched.

This may cause a delay in making a business decision. Get your questions answered ahead of time so you are prepared to make a decision. Make general notes of your thoughts and questions in your packet to stay focused on the agenda.

The chairman of the board should begin each meeting on time and end at a reasonable hour. Two hours should be sufficient to conduct most business meetings. Adhere to the posted agenda.

Allow open forum prior to or after the business, not during the business portion of the meeting. Homeowners should respect the board’s responsibility to take care of business.

They do not have the background on the issues and do not hold the ultimate responsibility for the decision. While this is one of the toughest issues to deal with, it is most necessary.

Communicating this to homeowners in advance or as a statement on the agenda often helps control excessive homeowner interruptions at the board meetings.

Accept and follow a simple system of parliamentary procedure or rules governing your business conduct. Get into good business meeting habits. Avoid sidetracking, stay on the issue through the resolution or tabling of motions. Make your notes of side issues as the discussion unfolds, while staying focused on the issue at hand. The chairman has the difficult task of keeping the board on the issue. The other directors can help to keep the chairman on point.

Respect each of your fellow directors for their opinions. Disagreements are healthy at times, arguing is not. Anger does not benefit anybody. Use the Business Conduct Rules to avoid these uncomfortable situations. There is no worker’s compensation coverage for stress ‑ avoid it. Keep the tone of the meeting professional, businesslike and friendly.

By adopting meeting policies and conduct rules you will set the stage for a successful and productive meeting. These are simple rules and basic courtesies. Remember, this is a business meeting and presenting the ground rules in advance will generally keep the forum to an appropriate time limitation.

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BUILD A

Foundation for Success THE IMPORTANCE OF EDUCATION FROM CAI FOR COMMUNITY MANAGEMENT PROFESSIONALS

By Robert A. Felix, CMCA, LSM, PCAM, RS

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C

ommunity Association Managers (CAMs) are uniquely positioned to

set the standard in managing today’s community associations.

Self-governance gives CAMs the opportunity to raise the bar and elevate the association management industry to a recognized profession similar to bankers, reserve specialists, insurance agents, accountants and lawyers. Community Associations Institute (CAI) offers great opportunities for CAMs to participate in education and provide leadership in the development of the profession.

The following are critical issues facing CAMs and useful tools to address those issues.

Making Professional Community Association Management Indispensable Community association managers provide the foundation for successful association governance. Why, then, do many boards easily hire outside professionals such as plumbers and arborists, but fail to see the need to hire qualified CAMs to manage their communities? One reason may be board members do not realize the complexity of community association management and the ever-evolving laws that increase a board’s duties and responsibilities. Another reason may be many board members are managers themselves or business agents overseeing employees and staff, who think they can save the expense for their association by keeping management “in house.”

Continued on page 12

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ssl_CAI_0210:Layout 1

1/19/10

10:23 AM

Page 1

Improving more than just your property.

FOUNDATION FOR SUCCESS Continued from page 11

Manager education and certification can address this issue by providing the acknowledgment and recognition needed for CAMs to distinguish themselves as qualified professionals. A professional

S TEVEN S MITH

is someone who knows more than his or her client, and upon whom his or her

L ANDSCAPE I NC .

clients can rely, without fail, to assist in solving problems. Manager education and certification provides the training and experience that make CAMs easily identifiable as problem-solving professionals.

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Specializing in HOA landscape maintenance, we improve curb appeal and enhance your overall HOA experience. In partnership with management and the Association, we bring clear, concise communication, quick response and project satisfaction.

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Lic No. 456160

CAI’s Educational Programs Help Community Association Managers Achieve Professional Excellence The key to advancing professionalism in the CAM industry is in the education of managers as well as the general public.

Association managers will not consistently be recognized as professionals until they define what they do and require strict adherence to standards. This is why CAI’s

Association Bank Services

programs are critical. Those programs

Specialized Banking Services For Community Associations and Management Professionals Operating and Reserve Checking With No Monthly Service Charges Automated Lockbox Services, Online Payments, ACH Business Online Banking Remote Deposit CDARS* Placement Services Association Loans Simplified Association Signature Cards Experienced Association Bankers

include: EDUCATION, TRAINING, AND TESTING. CAI’s Professional Management Development Program (PMDP) represents the industry standard around the world for advanced education and is the only universal recognition for professionalism in the CAM industry.

CERTIFICATION AND LICENSING – STATE TESTING, INDUSTRY TESTING, PEER EVALUATION. CAI’s partnership with Community Association Manager International Board of Certification

Jan Hickenbottom

(CAMICB – formally NBC-CAM), provides

PCAM, CCAM Vice President 4301 MacArthur Blvd.

Newport Beach, CA 92660 (800) 848-6771

for the 13,000 plus strong CMCA certificants around the world who have shown a baseline knowledge for management.

CODE OF ETHICS – OVERSIGHT Member FDIC

www.FirstBankHOA.com

*CDARS is a service mark of Promontory Interfinancial Network, LLC. FDIC Insured up to $50 million per Tax ID.

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AND ENFORCEMENT BY INDEPENDENT, KNOWLEDGEABLE PEERS. It is said that ethics is knowing the difference between right and wrong and choosing to do

right. CAI’s strong Code of Ethics is used

expansion. There is a need for research

and reaching out to the general public to

internationally to set the benchmark for

and development of advanced education

advertise their expertise and experience.

ethical standards in the management of

material (e.g., a secondary education

CAI nurtures critical thinkers and

community associations.

degree in community management).

unflagging doers involved at all levels of

Imagine having a 2- or 4-year degree in

management. The organization creates

community association management?

a strong vision, sets higher standards,

PROFESSIONALS HELPING THEIR CONSTITUENTS. CAI’s education programs extend beyond manager education by providing rich educational opportunities for boards of directors and business partners alike.

CAI Educational Programs Sets the Bar High Educated CAMs can help to elevate the

focuses on legislation, and promotes a

Attracting and Retaining First-Rate Professionals

association industry. The challenge for

The critical question facing CAMs

CAMs today is involvement. CAI provides

who already participate in CAI’s programs

a platform, but involvement also requires a

and who seek to grow their ranks to a

commitment that may not have an obvious

full-fledged profession is this: What do

or immediate return, but can leave a long

CAMs need to do to elevate the stature

term thumbprint on the industry.

community association industry. A manager

and status of a manager to reflect their

who holds a CAI designation is easily

(our) effort, ability and knowledge in

distinguishable from another who may

leading the way for today’s community

be uncommitted, careless or simply too

associations? There are no easy answers.

uneducated to properly serve community

A first step is to ensure that community

association clients.

association management is valued in the

For the community management

strong, unified voice in the community

Robert A. Felix, CMCA, LSM, PCAM, RS is President of Innovia Community Management Cooperative.

marketplace and dedicated professionals

profession to thrive, educational

are properly compensated. In turn, CAMs

development and growth is paramount

must demonstrate their value and earn

to fulfill the demands of industry

respect by performing above reproach

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2014 cai-san DiegO event calenDar January 14 Past President’s Lunch – Location TBA 23-25 Community Association Law Seminar Las Vegas, NV

June 4 TBA 20

February 6-8 M-100 Course – DoubleTree Hotel Mission Valley 12 Reverse Trade Show DoubleTree Hotel, Mission Valley 22 Essentials of Community Association Volunteer Leadership Courtyard by Marriott 26 Morning Educational Program Sheraton Carlsbad 27 Morning Educational Program Courtyard by Marriott - San Diego

July 11

March 4 21 28 april 5 6-8 9 26 May 1 7 9 14-17 29-30

14

Trade Show – Sheraton Carlsbad Billiards – Location TBA CID Law Course Courtyard by Marriott – San Diego Homeowner Community Fair Location TBA Legislative Day in the Capitol Sacramento, CA Educational Conference DoubleTree Hotel, Mission Valley Food Bank Community Outreach Program Manager Educational Reception – Courtyard by Marriott- San Diego Morning Education Program Sheraton Carlsbad Morning Educational Program Courtyard by Marriott - San Diego National Conference – Orlando, FL M-203 Class DoubleTree Hotel San Diego

Trade Show – DoubleTree Hotel Monte Carlo Night – Location TBA CAI Family Night at the Padres vs. the LA Dodgers

Morning Educational Program – Courtyard by Marriott - San Diego TBA Morning Educational Program – location TBA 24 Business Partner Event Location TBA 31 – Aug. 1 M 202 – DoubleTree Hotel august TBA TBA

Day at the Races Del Mar Race Track Trade Show North County location TBA

septeMber 12 CAI San Diego Golf Classic Coronado 19 CID Law Courtyard by Marriott San Diego 24-26 Large Scale Managers Workshop Hilton Head SC 27 Essentials of Community Association Volunteer Leadership Courtyard by Marriott San Diego OctOber 3 Trade Show DoubleTree Hotel Mission Valley 17 California Statewide Legal Forum San Diego, CA 23-25 CEO-MC Retreat – San Diego, CA nOveMber TBA Morning Educational Program Location TBA 7 Morning Educational Program Courtyard by Marriott - San Diego DeceMber 3 Holiday Award Banquet Luncheon & Trade Show – DoubleTree Hotel

Dates, locations W I N T E R topics 2 0 1 3 | Cand OMMO N A S S E S S M Esubject N T M A G A Zto I N Echange. Visit www.cai-sd.org for updates.

our mission theprovide Devil is solutions... in the details.

We In Community Association Law…

Knowledge. Integrity.

Commitment.

Success. to complex Community Knowledge integrity commitm nt

commitm

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If you are involved in the management of a community association, you know that State and Federal laws that govern associations complicate decision-making and make the If conduct you are involved in the management of a of association business challenging. community association, you know that the ntand Federal laws that govern associations State At Epsten Grinnell & Howell, knowing the complicate decision-making and make For more than 27 years, Epsten details of community association lawtheis our conduct of association business challenging.

Grinnell & Howell has been a recogonly business.

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At Epsten Grinnell & Howell, leader in community association solving the complexities of community law throughout Southern California. governing documents.

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We are a leader in our field for a Our attorneys handle a hard continuing andour practical solutions to legal to problems. reason.

We work earn varied stream ofand association reputation believe legal eachmatters. day is Let our comprehensive understanding We collaborate and share our ever-expanding another opportunity to solidify it. of knowledge with each andcontribute with our to community association law By preserving ourother, founding mission clients.

This can beintegrity, a association. real benefit to your the of your of success knowledge, commitment association, as our we attorneys and success, striveare to not be an entity from square oneofwhen likely to garners be starting that the admiration not faced with your difficult issue. only our clients, but also We thathave of our Call us today… business associates, suppliers and a lot of common interests.

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10200 Willow Creek Rd., Suite 100 San Diego, California 92131 San Diego 858.527.0111 • fax 858.527.1531

74830 Highway 111, Suite 100 Indian Wells, California 92210 Coachella Valley 760.836.1036 • fax 760.836.1040

43460 Ridge Park Dr., Suite 200

10200 Willow Creek Rd., Suite 100 San Diego, California 92131 858.527.0111 • fax 858.527.1531

Temecula, California 92590 Inland Empire 951.461.1181 • fax 858.527.1531 43460 Ridge Park Dr., Suite 200 72960 Fred Waring Dr., Suite 1 Temecula, California 92590 Palm Desert, California 92260 COMMON ASSESSMENT MAGAZINE | WINTER 2013 951.461.1181 • fax 858.527.1531 760.836.1036 • fax 760.836.1040

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A Journey Well Worth the Effort THE ROAD TO OBTAINING MY PCAM DESIGNATION

By Susan Fakhouri, CMCA, AMS, PCAM

management, I oversee almost a few hundred smaller

A

possible, such as trade shows and seminars, because I truly

homeowners associations throughout San Diego, which

benefit from the learning opportunities provided by CAI.

includes providing consultation services to board members, and

Common interest development laws are continuously changing

attending several annual election meetings weekly for these

so it is vital that I remain updated. Also, I am a member of

associations. Managers often ask me, “How do you do it”? Well, I

California Legislative Action Committee (CLAC) which keeps

have a sincere passion for providing proper guidance to all board

track of bills affecting common interest developments. Managers

members and homeowners to help them run their association

should consider joining one of the many awesome committees

more effectively, and, simply put: to keep them from making

aimed at preserving and enhancing our growing industry.

s a professional in the industry of community association

costly mistakes. Yes, you have to read your CC&Rs! So having the proper education and credential is very important.

After obtaining my CMCA designation a few years ago,

Additionally, I attend as many CAI educational events as

What does this all mean? I am truly competent, knowledgeable, and can stand among my peers and feel respected. I am committed to providing homeowners

and with a thirst for more education, I chose to pursue the

associations with my professional expertise that they have come

Association Manager Specialist (AMS) credential which consisted

to rely on. A new journey has just begun and I am looking

of two M-200 series courses. I knew this would be somewhat of

forward to all of its endless possibilities.

a challenge, but with the help of CAI’s educational scholarship program I was able to earn this designation.

But why stop there? Again, with the support of CAI’s educational scholarship program – and persistence and determination – I completed all six M-200 series courses and the final case study in a period of one year. I guess that’s why it’s called fast tracking!

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Susan Fakhouri, CMCA, AMS, PCAM is a Common Interest Development Consultant and recently received her PCAM designation.

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760 436 3441

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A FULL SERVICE LAW FIRM Experience you can rely on People you can trust COMMON ASSESSMENT MAGAZINE

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New & Renewing Members Welcome new chapter members!! Thank you to our chapter members that have renewed their CAI membership.

We appreciate your continued support and participation in our chapter.

NEW MEMBERS

3M........................................................... 8/13 Anne Sites.............................................. 9/13 Apex Contracting & Restoration.......... 8/13 Athalean Gee......................................... 7/13 Bonnie Demers...................................... 8/13 Brad L. Stoner Painting Inc................... 8/13 Brian Pecus............................................. 7/13 Carini Cleaning & Restoration.............. 7/13 Castle Improvements Corp.................. 9/13 Controlled Entrances, Inc..................... 9/13 David Waymire....................................... 8/13

Deborah Allen........................................ 9/13 Don Scovel............................................. 9/13 Felicia Fisher.......................................... 8/13 Fuller Jenkins Clarkson......................... 8/13 Insul-Pro Paints...................................... 9/13 James Jacoby........................................ 7/13 Kathleen Wright..................................... 8/13 Lanika Caputo........................................ 8/13 Larry Sieck.............................................. 7/13 Lauri Croce, Attorney at Law................ 9/13 Lee Crowell............................................ 8/13

Linda Steverson..................................... 8/13 Magnus Security, Inc............................. 9/13 McGowan Program Administrators..... 7/13 Michael Garrod...................................... 9/13 Michael Seiler....................................... 9/13 Mojdeh Smith........................................ 7/13 Pamela Bledsoe..................................... 8/13 Patricia Wilson....................................... 9/13 Sharon Clayton...................................... 9/13 Suellen Gillot.......................................... 9/13 Teri Hudson............................................ 8/13

RENEWING MEMBERS Albert Fu.................................................2010 Andrew Piloto........................................2012 American Technologies, Inc.................2004 AMS Paving............................................2005 Arborwell................................................2008 Atlantic and Pacific Management........2011 Barbara Legg.........................................1990 Barry Burzo, CCAM, PCAM..................2005 Beck & Company, CPA..........................2003 Ben West................................................1990 Benjamin Farber....................................2010 Bobbie Gibbs, CMCA...........................2012 Bridgette Tabor......................................2009 Building Resource Management, Inc..2009 California Sub-Meters...........................2008 Carol Johnson........................................2008 Carol Schieman......................................2012 Charles Mullins......................................2006 Chris Thinnes.........................................2012 Claudia Sitta, CCAM, CMCA................2007 CommerceWest Bank...........................2011 Commercial & Industrial Roofing Co... 1996 Community Legal Advisors, Inc............2010 Dee Waite..............................................2012 Del Mar Pacific General Contractors, Inc.....................................1997 Don Smith..............................................1988 Eagle Roofing Products........................2011 Ed Mattheus...........................................1986 Elena Mendenhall..................................2012 Elizabeth Jaeschke, CMCA...................2012 Fontaine Weatherproofing, Inc............2010 Four Seasons Tree Care, Inc.................2007 Fred Rose...............................................2012 Gail Thompson......................................2010 Gertie Oliver..........................................2012 18

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Gina Falcon-Heneghan.........................2007 Gloria Todisco, CMCA, AMS................2012 Helm Management Company..............1984 Jackie Windes........................................2010 J.D. Richardson Company....................2010 Jean-Marie Salvia, CCAM, CMCA, AMS, PCAM...2005 Joel Kownacki, CMCA...........................1990 Jon Wayne Construction & Consulting..............................................1990 Judith Stubbs.........................................2002 JVB Construction Management, Inc....2008 Karen Smith, CMCA, AMS....................2009 Karina Tatum..........................................2006 Kittie Smith, CCAM, CMCA..................2005 Kathy Gerherd........................................1988 Kelly McLaughlin...................................2002 Ken Leon................................................1986 Larry Demry, CMCA, AMS....................2005 Lee Leibenson, PCAM..........................2005 Les Anderson.........................................1988 Lesley Finch, AMS, PCAM....................2008 Mailboxes R Us......................................2008 Margie Amador......................................2011 Maryanne Culkin....................................2012 Master Plumbing And Leak Detection.2006 Margie Layes, CMCA, AMS..................2011 Marie Pettitt, CMCA..............................2012 Melinda Young, CCAM, PCAM............2005 Melissa Brown, CMCA, AMS................2012 Michelle Steinbock, CMCA..................2012 Nick Arther, CMCA, PCAM...................1993 Nicole Cardenas....................................2012 Nu Flow America...................................2007 Pat Baker................................................1998 Peter Conrow.........................................1990 Phillip Harvey.........................................2011

COMMON ASSESSMENT MAGAZINE

Premier Roofing CA, Inc.......................1994 PrimeCo Painting & Construction........1999 Professional HOA Consultants, Inc......1988 Rob Wilkins............................................2012 Robert Kelly, CMCA, AMS....................2009 Robert Allen, CMCA.............................2012 Robert Griswold, PCAM........................2006 Robert Walsh, CMCA............................2012 S.B.S. Lien Services................................1992 Saddleback Fence and Vinyl Products........................................2008 Sandra Anne Webster-Shyko, CMCA.....2012 Sandee Miller.........................................1988 Securitas Security Services USA, Inc....2012 Sherwin-Williams Company..................2011 Siegrid Neal...........................................2012 Sonnenberg & Company, CPAs...........1982 Steve Gilles............................................1990 Steven Smith Landscape, Inc...............1996 Sully-Jones Roofing...............................2011 Susan Griffin, CMCA.............................2012 Tom Jarvis...............................................2012 Unified Protective Services, Inc............2012 US Bank..................................................1990 Vanessa Beebe.......................................2012 Walters Management, AAMC, ACMF, AMO.... 1976 West Coast Management Firm............2009 Westcoat................................................1997 WICR.......................................................2002 Workright Property Services.................2012

July/August/September 2013

Benefits of Attending CAI Events A COMMUNITY MANAGER’S PERSPECTIVE

By Cindy Collins, CCAM, PCAM

T

here are many reasons

expert. Sometimes just seeing

to attend CAI events,

a business partner at an event

including: To win/get free

triggers your memory that a

stuff, to get out of the office, to

bid needs to be obtained.

have lunch with industry friends,

Taking the time to actually

or even to party! Happy hour,

talk to a vendor that may be

anyone?!

sponsoring you for a CAI event

Well, these may be some

is the best way to get to know

of the reasons some people

their business model, area of

attend CAI events but for the

expertise and also to get a

manager serious about a career

good feel if this is a company

in community association

that will meet the community’s

management the reasons are a

needs and be a good partner

bit more involved, strategic and

for the manager.

beneficial in the long-term.

One final benefit that

One major benefit (which

so many managers miss is

is the core purpose of the

the marketing opportunity.

organization) is education.

Business Partners understand

Anyone that has been in

because their purpose for

this business more than 15

being active in CAI is to

minutes understands the need for education, and a dedicated

build company awareness, connect with prospective clients and

professional understands the value of continually learning and

build relationships to establish their brand. Some management

searching for new and better ways. When your knowledge

company executives understand this benefit, but too many are

becomes limited and stale, your value as a manager diminishes

afraid to let their managers participate for fear that some other

exponentially.

company will snatch them up and offer them a job. So they keep

From specific subject courses to luncheons, a significant goal of CAI is to provide managers not just with theories and

them in the office and away from all that CAI has to offer. But that is a subject for another article.

concepts but also with practical information and tools to carry

Career minded managers should also be marketing

out their jobs and provide the best management services in an

themselves and their companies at each event, whether at a

ever-changing world.

luncheon or at a social function such as the golf tournament or

CAI is also a national trade organization which provides

bowling. Attending these events, networking with the business

certification and designation programs that are recognized

partners and professionally representing your company and

nationwide. This can be beneficial for managers that may

your personal brand as a manager, forces enhanced name

someday find themselves looking for work in other states.

recognition, branding and reputation in the industry. When an

Effective networking with industry experts, including business

association decides to go out to bid, boards often look to their

partners and other management professionals pays huge

vendors and attorneys for guidance and recommendations of

dividends short term and long term on the manager’s career

prospective management companies. Many will go directly to

path. Maybe you are having a specific problem at a property

CAI for possible candidates.

and a business partner specializing in that area is exhibiting or

While I have heard many managers say they do not

speaking at a CAI trade show. Sounds like a great opportunity for

participate in CAI events because their companies do not pay

free advice allowing you to go back to your board looking like an

for the events, this may be more of an excuse than legitimate Continued on page 20 COMMON ASSESSMENT MAGAZINE

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BENEFITS OF ATTENDING Continued from page 19

reason. While it is understandable that there is a financial impact in belonging to CAI, most business partners are willing to sponsor a manager for events if they see value, ie. getting the opportunity to connect with that manager to the benefit of their company. Also, the benefits of attending CAI events easily outweigh the financial impact. CAI should be viewed as a long term commitment to a manager’s growth and career in the industry.

Participating in CAI is like anything in life, you get out what you put in. If you desire to be viewed as an educated, knowledgeable, relevant professional, take advantage of all CAI offers and put it to good use each and every day. If you do that, a solid, beneficial, satisfying career is not only possible, but a reality.

Cindy Collins, CCAM,® PCAM® is Vice President Community Management for First Service Residential, California.

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COMMON ASSESSMENT MAGAZINE

Newsstand Are You a Property Owner or Manager Interested in Saving Water in your Rental Units?

The Water Conservation Section of the City of San Diego’s Public Utilities Department is now offering a property survey program to help property owners, managers and tenants conserve water,

a leaking showerhead leaks 10 drips per

LONG SURVEY - The Long Survey is

minute, wasting more than 500 gallons per

available to any apartment complex up

year, while a drippy kitchen faucet wasting

to 25 units. City surveyors will measure

one drip per second can add up to 3,000

water flow and check for leaks. NOTE: The

gallons of water waste per year.

property manager or maintenance person will be required to accompany the surveyor

Two Types of Surveys Water Conservation staff will provide

during the survey. More guidelines will be given on requirements for the day of

while at the same time helping to improve

literature and graphics that can be

the survey when you call to schedule your

your bottom line. This program is offered at

distributed to each unit or posted in

appointment.

no additional cost to your regular water bill.

common areas as a reminder to tenants

As with the short survey, shower heads

that San Diegans ‘Waste No Water’.

and faucet aerators will be provided.

stewards of our environment, green

There are two different types of surveys to

If the property has landscaping, an

practices have never been more important.

optimize water use in each unit.

irrigation specialist will review and make

In the nation’s push to be responsible

Even though, as the property owner, you

SHORT SURVEY - With the short

may not be living in these units, there are

survey approach, the water surveyor from

Survey, a report will be prepared to assist

many steps you can take and valuable

Public Utilities will train the property’s

management with water conservation

information you can learn to help your

maintenance person on how to check for

decisions.

tenants conserve water, and to help reduce

water leaks and toilet leaks, as well as how

exterior irrigation costs.

to measure water flow from shower heads,

So, if you were thinking of installing

toilets and kitchen faucets. NOTE: To train

recommendations. Similar to the Short

Findings and Report The report that you will ultimately

new washers and dryers to perhaps allow

the maintenance person, the City needs

receive from Public Utilities helps you

you to earn more rent from your units, a

access to one to two units at the time of

to understand how you can reduce your

better way may be to save money—and

the appointment.

operating costs, and conserve water.

concurrently be a positive influence on the

After being properly trained, the

Your custom report will list all of your

environment— by decreasing the overall

maintenance person then conducts

water-using fixtures (toilets, shower

water use in your units.

a survey of each unit, completes the

heads etc.) and compare them to current

required paperwork and submits it to

conservation standards. Leaks will be noted

to help apartment buildings and other

the Conservation section. If the property

and suggestions for conservation will be

multi-unit buildings decrease their

has landscaping, a City irrigation

provided as appropriate. The report offers

water use through simple conservation

specialist will review the landscaping and

recommendations for not only conservation

advice and modifications. The survey will

irrigation system equipment and make

measures inside the units, but for exterior

assist property owners or managers to

recommendations on how to reduce water

landscaping as well.

identify areas of water usage that can be

use.

The Multi-Family Survey is designed

To schedule a survey, or for more

problematic—yet readily resolved. The

After receiving the paperwork, the

property owner/manager will receive a

City will prepare a report by analyzing

or email Public Utilities at watersurvey@

summary report from the City that will assist

the information and recommending

sandiego.gov and provide your name and

in prioritizing efforts.

improvements on how to save water. This

daytime telephone number.

For example, toilets account for

includes identification of problems inside of

one-third of total indoor water-use.

the units, as well as with the watering of the

Unfortunately, a leaking toilet can waste

landscape. Low-flow showerheads, as well

from 30 to 500 gallons of water per day. An

as faucet aerators (if not already installed in

average leaking toilet wastes 200 gallons a

the unit) will also be given to the property

day—or 73,000 gallons per year. Similarly,

maintenance person.

information, please call 619.570.1999,

COMMON ASSESSMENT MAGAZINE

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To see all the highlights from the day, log on to www.cai-sd.org and click on the Photo Gallery

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COMMON ASSESSMENT MAGAZINE

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23

2013 Day at the Races

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COMMON ASSESSMENT MAGAZINE

Smooth Move

Maintaining Professionalism While Transitioning Accounts Between Management Companies

BY YVETTE HUFFMAN

T

he fact that a contract to manage a common interest development is not in perpetuity means that sometimes a management company will be in the position to transition a client’s account or records to another management

company. Maintaining professionalism in such situations reflects well on each company involved. All records that have been accumulated during the tenure of management should be surrendered without hesitation to the new management company.

Management companies are the custodians of records for an association until such time that the contract is terminated. Upon termination, the association should be able to expect full cooperation in the handing over of all the corporate records to the new management company. Records include, but are not limited to, all the governing documents (CC&Rs, Bylaws, Articles of Incorporation), financial records (including original bank statements), tax returns from previous years as well as the annual auditor review or audit, homeowner account records (especially those in collections), current and past contracts, minutes of annual and regular board meetings, annual election meeting sealed envelopes, rules and regulations, architectural guidelines, election rules, reserve studies (current and past), account numbers for all utility companies, homeowner correspondence, proposals, contact information for all current vendors, contact information for all current board members and blueprint records.

Upon receiving a notice of termination, a management company can use the 30 days to gather together all of the records both in paper form and electronic form that have accumulated during the years of service. The terminated management company should be prepared to assist the new management agent in immediately obtaining certain documents, such as the membership list (including mailing addresses), federal tax identification numbers (necessary for establishing new bank accounts), contact information of current contractors (necessary for the new management company to inform the vendors of the new billing address), list of Continued on page 26

COMMON ASSESSMENT MAGAZINE

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SMOOTH MOVE Continued from page 25

Helpful Tips to Ensure a Smooth Transition

delinquent owners (including which do not receive statements or accept partial payments).

A file should be created containing the most

• Order all records for the particular association from a storage facility if they are not maintained on the association’s premises or in the warehouse of the management company’s offices.

• Prepare to immediately release funds from the association’s operating account so that the new management company can establish a new operating account at the desired banking institution.

• Use a company turnover checklist as a reminder of the documents that need to be assembled, indicating those that are maintained in the office and those that are located offsite.

• Be sure that all corporate records are up to date (e.g, the minute book has a copy of all signed minutes).

• Take the time to file any last minute documents that have been sitting around in the “to be filed” pile.

• Notify the bank that the association may be moving their funds to another banking institution and determine if cashier’s checks should be ordered to close the account on a date specified by the new management company.

• Notify the new management company in writing about any unique policies (e.g., if there is a limited period of time that the association’s mail will be forwarded).

• If a dispute arises about the relinquishment of records, recommend that the board requests the documents to be delivered to the association’s legal counsel.

current collection efforts for any outstanding assessment delinquencies and a record of the company performing collections in order to avoid a lapse in the pursuit of delinquent owners.

All records that pertain to the exiting client should be placed in boxes, with each box containing a list of the documents so the new management company can understand what they are receiving. Most of the time, turnover of documents from management companies is uneventful. Unfortunately, sometimes the situation is untenable and uncooperative. In such situations, the receiving management company should maintain professionalism, put all requests in writing, and remember that the roles could be reversed the next time around.

Exhibiting professionalism and courtesy with a client that is seeking management elsewhere can sometimes translate into a return of business down the road.

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COMMON ASSESSMENT MAGAZINE

Yvette Huffman is the CEO and a Partner of DC Property Management, Inc.

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WINTER 2013

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2014 Marketing Plan deadline extended until January 10.

All discounts still apply!

You can download a copy of the Marketing Plan at www.cai-sd.org, click on Resource Library.

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W W II N N TT EE RR 22 00 11 33 || C CO oM mM mO oN N A A Ss Ss EE Ss Ss M m EE N N TT M mA AG gA A Zz II N N EE

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“How many “likes” didya git on yer last post?”

“Ain’t got a’one.

But I think I got defriended.”

By Maura J. Graber

W

hether posted on Facebook, Twitter or a personal blog, it has become a popular national pastime to vent one’s frustrations online. Our lives have become so quickly pulled into the everchanging world of social media and technology that the majority of the online community never really stops to think about their online manners. In the community association context, this is relevant to community association websites, Facebook pages and open forums. Owners (and sometimes board members) are exhibiting a lack of decorum in cyberspace that is appalling and leaving the World Wide Web resembling the Wild West.

Continued on page 30

COMMON ASSESSMENT MAGAZINE

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WILD WEST Continued from page 29

As much as the oxymoron is ostracized by etiquette professionals, many community associations have had to go on “charm offensives” after discovering their board

Effective General Counsel

Successful Assessment Collection • • • •

Timely Status Reports Responsive Paralegals Collectibility Analysis Judicial or Non-Judicial Foreclosures • Money Judgment Lawsuits • Small Claims Assistance • Post Judgment Recovery

members or managers are the victims of publicized social media gossip and critique.

Most likely, community association boards have not taken the time to define what the acceptable etiquette should be for this relatively new frontier. Nor have they kept up with the growing list of online social media portals. If a community association utilizes social media, it is

• • • • • • •

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imperative to communicate the social media manners expected by authorized users – not only as a board, but also the etiquette individual owners should follow when using social media (as it relates to the association). A code of conduct or “charm offensive” is a great option for getting your “manners message” across to a community’s owners.

Charm Offensive Tips Embrace social media. Many associations are already on Facebook and other well-known social media sites to notify owners of community events, important dates and to promote a sense of community. An association can set up a “business” page, which may or may not allow postings by others. If postings are allowed, the association can nip any grievances in the bud, but it also comes with the substantial downside of having an open forum to air complaints, gripes and criticisms – a risk most associations smartly avoid. The solution: set up a page which does not allow outside postings and is used simply to convey community happenings and information.

Gain control of your online reputation before someone else does. A quick web search of the words, “homeowners association” on the popular site YouTube, brings up numerous videos, with titles ranging from “Desperate HOA Directors – You Are Out of Order!” to 30

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COMMON ASSESSMENT MAGAZINE

“Homeowners Association Rents Home

It is wise not to mix your association

Social Media Codes of Conduct.

It Doesn’t Own” and “Car Blocked in

board business with your social and

Consider adopting a “Social Media

Driveway by HOA.” A simple Google

family contacts. Create a separate board

Code of Conduct” which applies to all

search of “homeowner association hell”

email that is not related or linked to your

association owners and board members.

brings up over 200,000 hits. Don’t forget

personal email address. That being said,

Decide as a board what online behaviors

to do web searches of other popular social

it is still important to continue to follow

and language are acceptable and not

media sites to find out if your association is

simple etiquette on your personal social

acceptable. Remember, any etiquette you

mentioned negatively anywhere and what is

media sites, even when you feel your

want the owners to follow, the board must

being posted. Search the video and photo-

privacy settings are secure and you’re not

also follow. Set the etiquette example you

sharing sites as well. Nowadays, anyone

using them to connect with board members

expect from others and they will follow your

with a decent cell phone can record board

or association contacts.

lead.

meetings or conversations and have them

Remember, what you write today

posted online in a flash. If nothing is found

is tomorrow’s Exhibit A. When using

regarding your association, set up a Twitter

social media, postings should be neutral

account, Facebook account, etc. under

and objective and not defamatory or

the association’s name. This offers some

derogatory. All caps shouldn’t be used,

assurance that the official name will not be

because in the cyber-community, all caps

hijacked at a future date by someone with

translates to yelling. Refrain from posting

a grudge. Even if your board is not ready

specific details of arguments with other

to dive-in head first to the world of social

board members or homeowners because

media, it doesn’t hurt to have the accounts

if a dispute ever arises, you can almost

set up in advance to reserve the name.

guarantee that negative message will

Maura J. Graber is the Founder and Director of The R.S.V.P. Institute of Etiquette in Ontario, California.

be presented to the court as plaintiff’s exhibit A!

COMMON ASSESSMENT MAGAZINE

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Community Association Institute’s California Legislative Action Committee Receives Coveted Legislative Action Committee of the Year Award CAI-CLAC’s recognition continues as its immediate past chairman accepts the honorable Award of Excellence in Government and Public Affairs The Community

legislation, sponsoring bills, such as AB 1360 (Torres), and educating lawmakers regarding the impact that proposed legislation may have on community association living.

“The California LAC is comprised of 8 chapters with 23

Association Institute’s

delegates, eight liaisons, and an advocate in our Capitol who

California Legislative Action

work year round to support responsible legislation for over 45,000

Committee (CAI-CLAC)

common interest developments and the 1 in 4 Californians who live

announced that it has received

in an association,” Voit said.

the distinguished Legislative

In addition, CAI-CLAC’s immediate past chairman, Dick Pruess,

Action Committee of the Year

received the honorable Award of Excellence in Government and

Award at the 2013 CAI Annual

Public Affairs for his many contributions to legislative action on

Conference & Exposition in

behalf of associations both locally as well as nationally. Pruess served for years as CAI-CLAC’s liaison to the California Law Revision

San Diego.

“Although most of you know California for its beautiful weather,

Commission (CLRC) and gave important and valuable feedback

beautiful beaches and Hollywood, CAI-CLAC lives in a world of

on the rewrite of the Davis-Stirling Act, due to take effect January

never-ending legislation,” Pamela Voit, Chair of CAI-CLAC, said as

14, 2014. He also flew to Chicago to testify in field hearings for

she accepted the award. “So we had our work cut out for us.”

the FHFA, and has never hesitated from spending his own time

CAI National has Legislative Action Committees (LACs) in 35 states, and chapters all over the world, with the newest being recently established in South Africa. Legislative Action Committee

and money to make the association industry better for everyone involved.

“As a homeowner member, I guess I’m an oddity in becoming

of the Year is awarded to a state Legislative Action Committee that

so involved in the LAC. But here in California the Legislature, which

has demonstrated organizational excellence, maintained strong

meets all year long, appoints a California Law Review Commission,

member support, successfully managed statewide campaigns, and/

and they have been involved with making changes to Community

or raised the visibility and effectiveness of CAI.

Association law forever. Someone needed to keep tabs on them,

CAI-CLAC kicked off its 2012 advocacy campaign by convening

and it became a passion for me,” Pruess said. “It has been an honor

a meeting of industry stakeholders to discuss each group’s strategy

for me to serve on the California LAC, and the experience has been

for the legislative session, laying the groundwork to collaborate

far more rewarding to me than I can express.”

for success. While there were a number of difficult bills for which CAI-CLAC advocated successfully, one particularly challenging bill required tremendous work, resulting in the execution of a grassroots

About CAI-CLAC Community Associations Institute (CAI) is an international

campaign that mobilized 2,500 parties to write letters, call offices

organization providing education and resources to community

and/or visit legislators. CAI-CLAC also conducted surveys to gather

associations, their volunteer leaders, and the industries that serve

data to support the need for AB 2273 (Wieckowski), which requires

them. CAI’s California Legislative Action Committee, CLAC,

foreclosing parties to record a sale within 30 days of the sale), and

advocates the interests of the over 45,000 community associations

went on to assist CAI’s federal advocacy work related to mortgage

in California and educates legislators about homeowner association

finance regulations.

living and governance. CLAC’s delegates, appointed by the

CAI-CLAC contracts for advocacy, administration and public relations services to assist with monitoring proposed California

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COMMON ASSESSMENT MAGAZINE

eight CAI chapters in California, include homeowner volunteers, community association managers, and other industry professionals.

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33

WORKING TOGETHER:

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FDIC 34

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888.909.7403 www.caiclac.com

CAI SAN DIEGO’S FIRST EVER

Reverse Trade Show

On February 12, 2014, CAI San Diego will hold a brand new type

throughout the event when unplanned visits are allowed with

of trade show. The concept is to give management companies

other management companies. During these “breaks” business

and managers the opportunity to be on the other side of the table

partner teams may approach any table displaying a green flag.

– literally – from the industry’s business partners, promoting their

During this time, if a manager is meeting with a business partner

management firms and services.

a red flag will be shown, indicating that they are not available to meet.

During this two hour event, participating management companies will each have one table. Business partner “teams” (each

The Reverse Trade Show is a unique opportunity for management

participating business partner can bring up to two people) will

companies to meet individually with the most active business

travel from table-to-table having exclusive face-to-face meetings

partners in the San Diego Chapter. The goal is to create an

with at least six management companies. After registering for

annual event that plays a significant role in developing successful

the event, business partners will have the opportunity to list their

relationships between managers and business partners.

preferences for which management companies to visit. At least 25 management companies are expected to participate and they will

This is expected to be a sold out event. Management companies

each be visited by at least 11 business partner teams.

register today to reserve your table!

Business partner teams will have six minutes to meet with

See page 2 for more information or call the chapter office at

designated management companies and speak with them about

619-299-1376.

their services or products. There will be a two minute intermission between each 6 minute session. Additionally, there will “breaks”

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BY EMILY BAIO, CCAM

T

his is not a reference to maintaining your cool at the Nordstrom half yearly sale! This phrase was used by the British government to raise public morale in the months leading

up to WWII. Ah-ha! Now you see where this is going…

As a community association manager it is not uncommon to find yourself embroiled in a heated or stressful situation. In fact, a major aspect of the job is to deal with sticky situations!

It’s important to remember that you are in this position for a reason. Most likely, you are a natural leader, excellent at multitasking, and enjoy the fact that every day is different than the last. But, managers are still human, and dealing with a water leak, broken elevator, and an irate homeowner all in one week (or one day!) gets to even the most seasoned among us, and it can feel like you are enduring a battle!

Like most stressful situations in life, leading with emotion is never a good approach. Taking emotion out of the equation is often easier said than done, so here is a refresher on how to maintain your cool in a heated situation.

Ninety-nine percent of the time the issue at hand is not a result of something you did, or could have even prevented. Regardless of your involvement in the “how”, it is your job as the manager to make it right; stop the water leak, get that elevator running again and to calm the upset homeowner.

Situations involving distressed owners are arguably the most difficult part of the community association manager’s job. For most people, a home is the largest financial investment they will ever make, and you, Mr. or Ms. Community Manager, are directly involved in that investment. So when Mr. Smith calls your office at 8 am on Monday, threatening to start a petition to have you fired because he received a courtesy notice, avoid giving him the speech about rules and regulations and how you are just doing your job by enforcing those rules (even though these are very valid points). Just LISTEN! More often than not, people just want to vent. And who better to vent to than the person whose name is signed at the bottom of that nice courtesy letter! Owners know there are rules, they know they need to put their trash cans inside and can’t leave their bike on their balcony. Reiterating the need for these rules just adds fuel to the fire. Be empathetic and listen. You may even get a “sorry for the rant, this just really upset me, I know you’re just doing your job…” phone call later. Do not underestimate the power of listening.

Like most stressful situations in life, leading with emotion is never a good approach.

Communication is Key In other situations communication is the key. An elevator goes down at 5:30 on a Friday afternoon as you are driving home from work. Obviously this is not the time to put your therapist hat on and listen, it’s time to act! Ok, first bang your fist on the steering wheel, and then think through the steps to a resolution: Call the elevator company and get the technician to the property. Inform the Board of the situation and what you are doing to resolve it. Then inform the residents. Getting in front of a situation and communicating to your client is the most effective tool to diffuse a situation. Even if you can’t get the part you need for that broken elevator until Monday morning, communicating the situation to the residents before they wait 10 minutes for an elevator will surely result in fewer angry emails and voicemails. This type of communication also shows the client that you care. People are typically understanding of mechanical malfunctions if you make the effort to keep them informed.

Continued on page 38

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37

KEEP CALM

dediCated

Continued from page 37

Our experts understand the needs of community associations.

So much of what we do as community association managers is react to situations.

Allowing emotion to enter the situation will only distract you from managing the problem. Yes, this is easier said then done, but remember, even when a resident

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front entrance gate to the community to malfunction. But, you ARE the person who can fix it! Understand where your client is coming from and work toward a resolution. Use empathetic statements such as, “I know this is a huge inconvenience Mr. Smith. An elevator down on a Friday afternoon is like an accident on the 5/805 merge at rush hour! I’m on it though; the elevator company has been contacted and a technician is on the way.” Even though you feel like saying something along the lines of “Do you think I want to be dealing with this either? It’s Friday for me too!”

©2012 A Division of Banco Popular North America. Member FDIC.

Remember, it’s not personal, so keep emotion out of it!

Emily Baio is the General Manager of the Horizons – Marina District Owners Association for Action Property Management, Inc., which provides management services throughout the State of California.

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TRADE SHOW & LUNCHEON MARCH 4, 2014 GUEST SPEAKER: PAUL D. GRUCZA, CMCA, AMS, PCAM

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email: mjfcpa@juno.com COMMON ASSESSMENT MAGAZINE

CAL Society of CPAs

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39

body language) are as vital to effective oral communication as speaking. The following are three tips for more effective oral communication in a variety of situations, planned or unplanned.

Be Clear and Direct – Communication requires the speaker to be clear and direct. Being clear and direct depends upon elocution, articulation and diction. Elocution means the control of one’s voice and tone. Articulation means the

Say What?

Effective Oral & Written Communication

method of pronouncing words and phrases. Diction means the choice of words and language. Together, these three words, elocution, articulation and diction, amount very simply to the main ingredients for effective oral communication so as to convey education, credibility and thoughtfulness.

A good vocabulary is essential for successfully communicating ideas to others. Using words that express exactly what the speaker wishes to communicate reduces the risk of misunderstanding and enables the listener to reply in a way that fosters further communication. And do not mumble, speak up! Waffling or using non-committal phrases conveys doubt and hesitancy. Using will and won’t, rather than might or may lends strength to a statement. Ditto using when, and not if, or can or cannot rather than try. True meaning is conveyed more clearly when the listener has no doubt about what the

By Lauri Croce, Esq. & Laurie S. Poole, Esq.

speaker is saying.

In addition, remember not to use ambiguous or overly obscure words and phrases. Know the audience and prepare accordingly. Effective oral communication is synonymous

A

n essential element in the common interest development

with conversation rather than lecture, dialogue rather than

industry is the ability to communicate effectively.

harangue. By the same token, too many words are boring and

Often, conflicts are created due to a lack of effective

distracting. Being concise as well as direct are keys to effective

communication. It is not uncommon to see a dispute resolve once the parties have been given an opportunity to communicate with

oral communication.

Listen and Be Interested – It bears repeating that

one another. Taking time to improve your communication skills, both

effective oral communication involves conversation, speaking

oral and written, will be of beneficial value, to yourself and your

as well as listening. Listening more and talking less allows for

communities.

greater comprehension. It also allows for greater interaction between the participants in the conversation.

Oral Communication

Listening means paying attention to the story, paying

Oral or “verbal” communication involves the immediacy

attention to how it is told and taking a genuine interest in both

of personal interaction face-to-face, over the telephone, or via

the speaker and the subject. A good listener listens with his

FaceTime or Skype. At its core, oral communications are meant to

mouth closed and his mind focused on the speaker, trying to

relay information and ideas from one person to another in order

understand the speaker’s point of view and avoiding personal

to explain, persuade, reassure or comfort, amass facts and resolve

biases or prejudices to shut out the speaker’s works. Perhaps

conflicts. Ancient texts began as stories told from one generation to

most importantly, a good listener listens for ideas, not just the

the next.

words being spoken. Effective oral communication depends

Effective oral communication involves speaking and other skills.

Clarity, listening and non-verbal communication (for example, 40

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COMMON ASSESSMENT MAGAZINE

upon an unfettered and meaningful exchange of ideas.

Use and Be Aware of Nonverbal Communication – The impact of the words that are spoken is but one element of

Then, say it in a simple and direct manner. Use concrete specific words instead of vague general ideas.

communication. Tone, gestures, facial expression, eye contact and

Be Aware of the Tone – How many times has someone

body language are all non-verbal queues relevant to consequential

interpreted an e-mail or text message in a completely different

discourse.

tone than what you intended? Since written communication lacks

Non-verbal communication serves three main purposes: giving

the verbal context it can lead to different interpretations. Also, the

and receiving feedback; expressing sincerity and interest; and

mood in which you are in may inadvertently be conveyed (how

showing the speaker items requiring further clarification. Nonverbal

angry were you when you wrote that e-mail?). When you have

messages allow people to reinforce or modify what is said in words,

finished, read out loud to see if the tone needs adjustment.

convey information about their emotional state; define or reinforce

Know the Context and Audience – While effective

the relationship between participants in the conversation; and

communication techniques should always be employed, various

regulate the flow of communication, for example by signaling to

contexts will dictate different writing choices. For instance, the

others that they have finished speaking or wish to say something.

words and tone you choose when writing an e-mail to your best

Tone depends upon words, how they are said and, perhaps most

friend about the upcoming weekend in Las Vegas will be very

importantly, the non-verbal gestures attending the statement. A

different than sending a violation letter to a homeowner or writing

speaker who smiles and lightly touches the hand of her listener is

an article for a magazine. Sometimes, writing in the same manner

more likely to communicate empathy and warmth than a speaker

in which you speak is appropriate since it is more people-oriented.

who utters the words, “I understand,” while sitting on her hands or

However, other times, such as when you are writing a formal letter,

clenching her jaw.

the jargon should be more formal. Be sure to match the writing style

In today’s world of e-mail and smart phones, face-to-face conversations and even telephone calls have been replaced with

and tone to the appropriate context.

Use Short Paragraphs to Increase Readability – The average

text messages, emoticons and jargon. Despite the conveniences of

paragraph in a business letter is two sentences long. Long

the digital age, nothing can replace a meaningful conversation or

paragraphs often contain more than one idea and can be split so

thoughtful story as effective communication.

that each idea has its own paragraph.

Avoid Redundancy – If you have already stated a concept, it

Written Communication In today’s world of e-mail, text messages, instant messaging, etc., writing has replaced conventional oral communication in

does not need to be repeated (even in a different manner). Being overly redundant loses readers.

Proofread – Take time to proofread your writing – even that

many contexts. How many times do you find yourself sending an

e-mail to your friend about the Vegas weekend. Having spelling/

e-mail or text message, rather than picking up the phone? With

grammatical errors reflects poorly.

this influx of speedy written communication, has come an informal, casual approach to writing. However, the increase in written communication methods means the ability to write well is more

Taking the time to improve your oral and written communication will go a long ways towards maintaining your professionalism.

important than ever.

Tips to be a more effective writer: Keep it Simple – Many people confuse good writing with using long sentences and elaborate vocabulary. In reality, keeping writing

Lauri Croce has opened her own law office in Del Mar and will continue to represent homeowners associations as well as individuals and businesses in all sorts of business and real property litigation.

simple is more effective. Avoid using “and” as a connector in a sentence. Split one long sentence into two or three shorter ones.

Introduce one or two ideas per sentence.

Say What You Want to Say – Sounds easy right? Often, people have not figured out what they are trying to convey when they sit

Laurie S. Poole has been an attorney with Peters & Freedman, L.L.P. since 1993. Peters & Freedman, L.L.P. has offices in Encinitas, Palm Desert and Orange County.

down to write. Other times, you think you know what you want to say, only to stumble over the words. When you get lost in your writing, take a step back and ask yourself “What am I trying to say?”

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Service Directory

ATTORNEYS cont’d.

CONT’D. AttoRnEys Law Offices Offices of of Richard Richard Salpietra Salpietra Law Rick Salpietra, Salpietra, Esq. Esq. .................. ..................858-756-2233 858-756-2233 Rick

fax 858-759-9938 858-759-9938 fax rsalpietra@salpietra.com rsalpietra@salpietra.com www.salpietra.com www.salpietra.com

Please see see our our ad ad on on page page 55 Please

Display advertisers advertisers receive receive aa complimentary complimentary Display listing in in the the Service Service Directory.

Directory. listing

COMMUNITY AssocIAtIon ASSOCIATION communIty MANAGEMENT mAnAGEmEnt

ACCOUNTANTS AccountAnts Sonnenberg & & Company Company Sonnenberg Leonard Sonnenberg Sonnenberg................ ...............858-457-5252 858-457-5252 Leonard

fax 858-457-2211 858-457-2211 fax lens@sonnenbergcpas.com lens@sonnenbergcpas.com www.sonnenbergcpas.com www.sonnenbergcpas.com

Please see see our our ad ad on on page page 43 43 Please Michael J. J. Ferrara Ferrara Michael Michael Ferrara Ferrara.........................

619-698-4291 Michael ........................ 619-698-4291

fax 619-698-3937 619-698-3937 fax mjfcpa@juno.com mjfcpa@juno.com

Please see see our our ad ad on on page page 39 39 Please

ASPHALT REpAIR/pAVInG REPAIR/PAVING AsphAlt

Associated Professional Professional Services Services Associated Neal Chazin Chazin......................619-299-6899 x101 Neal .....................619-299-6899 x101

fax 619-299-8242 619-299-8242 fax nchazin@apsmanagement.com nchazin@apsmanagement.com www.apsmanagement.com www.apsmanagement.com

Please see see our our ad ad on on page page 39 39 Please Curtis Management Management Company, Company, Inc. Inc. Curtis Patrick S. S. Campbell, Campbell, CCAM CCAM....... ......877-587-9844 877-587-9844 Patrick

fax 858-587-9972 858-587-9972 fax pcampbell@curtismanagement.com pcampbell@curtismanagement.com www.curtismanagement.com www.curtismanagement.com

Please see see our our ad ad on on page page 33 33 Please Walters Management Management Walters Joe Farinelli, Farinelli, PCAM PCAM..................

858-495-0900 Joe ................. 858-495-0900

fax 858-495-0909 858-495-0909 fax jfarinelli@waltersmanagement.com jfarinelli@waltersmanagement.com www.waltersmanagement.com www.waltersmanagement.com

Please see see our our ad ad on on page page 39 39 Please

AMS Paving Paving AMS Liz WIlliams WIlliams................................

800-357-0711 Liz ............................... 800-357-0711 CONSULTING consultInG

fax 888-357-0715 888-357-0715 fax liz@amspaving.com liz@amspaving.com Curtis Management Management Company, Company, Inc. Inc. Curtis www.amspaving.com www.amspaving.com Patrick S. S. Campbell, Campbell, CCAM CCAM....... ......877-587-9844 877-587-9844 Patrick

Please see see our our ad ad on on page page 20 20 Please

fax 858-587-9972 858-587-9972 fax pcampbell@curtismanagement.com pcampbell@curtismanagement.com www.curtismanagement.com www.curtismanagement.com ATTORNEYS AttoRnEys

Please see see our our ad ad on on page page 33 33 Please Community Legal Legal Advisors Advisors Inc. Inc. Community Madeline Orey Orey .........................

760-529-5211 Madeline ........................ 760-529-5211

fax 760-453-2194 760-453-2194 fax FINANCIAL sERVIcEs SERVICES FInAncIAl madeline@AttorneyforHOA.com madeline@AttorneyforHOA.com www.AttorneyforHOA.com www.AttorneyforHOA.com Curtis Management Management Company, Company, Inc. Inc. Curtis

Please see see our our ad ad on on page page 30 30 Please Patrick S. S. Campbell, Campbell, CCAM CCAM....... ......877-587-9844 877-587-9844 Patrick

fax 858-587-9972 858-587-9972 fax Epsten Grinnell Grinnell & & Howell, Howell, APC APC Epsten pcampbell@curtismanagement.com pcampbell@curtismanagement.com Jon H. H. Epsten, Epsten, Esq. Esq. .................

858-527-0111 Jon ................ 858-527-0111 www.curtismanagement.com www.curtismanagement.com

fax 858-527-1531 858-527-1531 fax

Please see see our our ad ad on on page page 33 33 Please jepsten@epsten.com jepsten@epsten.com www.epsten.com www.epsten.com

Please see see our our ad ad on on page page 15 15 Please First Bank FINANCIAL SERVICES Jan Hickenbottom, PCAM ...... 800-848-6771 fax 949-477-0255 Greco Traficante Traficante Schulz Schulz & & Brick, Brick, APC APC Greco First Bank Jan.hickenbottom@fbol.com Peter Schulz, Schulz, Esq. Esq. .................... .....................619-234-3660 619-234-3660 Peter Jan Hickenbottom, PCAM....... 800-848-6771 www.FirstBankHOA.com

fax 619-234-0626 619-234-0626 fax

fax 949-477-0255 Please see our ad on page 12 pjs@gtlaw.cc pjs@gtlaw.cc Jan.hickenbottom@fbol.com www.gtlaw.cc www.gtlaw.cc www.FirstBankHOA.com

Please see see our our ad ad on on page page 13 13 Please

Please see our ad on page 12 Peters & & Freedman, Freedman, LLP LLP Peters David M. M. Peters, Peters, Esq. Esq. ..............

760-436-3441 David ............. 760-436-3441

fax 760-436-3442 760-436-3442 fax www.hoalaw.com www.hoalaw.com

Please see see our our ad ad on on page page 17 17 Please 42 42

WIIN NTTEERR 22001133 || C Co Om Mm Mo ON N A AsSsSEEsSsSm MEEN NTT m MA Ag GA AzZIIN NEE W

Mutual of Omaha Bank / CondoCerts Brendan ................

619-961-6346 Mutual ofConcannon.

Omaha Bank / CondoCerts

fax 619-961-6346 888-493-1973 Brendan Concannon................ brendan.concannon@mutualofomahabank.com fax 888-493-1973 www.mutualofomahabank.com brendan.concannon@mutualofomahabank.com

Please see our ad on page 26 www.mutualofomahabank.com Please see our ad on page 26 Pacific Western Bank Susan Abubo.............................

760-432-1335 Pacific Western Bank

fax 760-432-1335 760-432-1339 Susan Abubo ............................ sabubo@pwbonline.com fax 760-432-1339 www.pwbonline.com sabubo@pwbonline.com

Please see our ad on page 34 www.pwbonline.com Please see our ad on page 34 Popular Association Banking Larry Hooper. .............................

Popular Association Banking 714-864-5171

fax 714-864-5171 714-864-5190 Larry Hooper............................. lhooper@bpop.com fax 714-864-5190 www.bpop.com lhooper@bpop.com

Please see ourwww.bpop.com ad on page 38 Please see our ad on page 38 Seacoast Commerce Bank Ken Carteron.............................

760-803-9541 Seacoast Commerce Bank

fax 760-803-9541 760-301-0046 Ken Carteron ............................ kcarteron@sccombank.com fax 760-301-0046 www.sccombank.com kcarteron@sccombank.com

Please www.sccombank.com see our ad on page 5 Please see our ad on page 5

INSURANCE InsuRAncE Berg Insurance Agency

Kimberly Lilley, CMCA, Berg Insurance AgencyCIRMS

ext. 230 Kimberly Lilley, CMCA, 800-989-7990 CIRMS

fax 949-540-0218 800-989-7990 ext. 230 kimberly@BergInsurance.com fax 949-540-0218 www.BergInsurance.com kimberly@BergInsurance.com

Please see our ad on page 33 www.BergInsurance.com Please see our ad on page 33

LANDSCAPE MAINTENANCE and/or CONSTRUCTION lAndscApE mAIntEnAncE and/or constRuctIon Landscapes USA

Charlie Carter............................

858-386-9820 Landscapes USA

fax 858-386-9820 858-625-0656 Charlie Carter ........................... ccarter@landscapesusa.com fax 858-625-0656 www.landscapesusa.com ccarter@landscapesusa.com

Please see our ad on page 20 www.landscapesusa.com Please see our ad on page 20 Pacific Green Landscape, Inc. Stephanie Lundstrom...............

Pacific Green Landscape, Inc. 619-390-9962

fax 619-390-9962 619-390-0865 Stephanie Lundstrom .............. stephanie@pacificgreenlandscape.com fax 619-390-0865 www.pacificgreenlandscape.com stephanie@pacificgreenlandscape.com

Please see our ad on page 27 www.pacificgreenlandscape.com Please see our ad on page 27 Steven Smith Landscape Gigi Golden-Smith. ................... 760-745-9916 Steven Smith Landscape

fax 760-745-9916 760-745-1982 Gigi Golden-Smith ................... ggolden@stevensmithlandscape.com fax 760-745-1982 www.stevensmithlandscape.com ggolden@stevensmithlandscape.com

Please see our ad on page 12 www.stevensmithlandscape.com TVRI Please see our ad on page 12 Mimi Cortez............................... 760-696-0687 TVRI mimi@TVRI.com Mimi Cortez .............................. 760-696-0687 www.TVRI.com mimi@TVRI.com

Please see our www.TVRI.com ad on page 33 Please see our ad on page 33

PEST CONTROL

TREE SERVICE

Mt. Helix Pest & Termite Control Robert Bacon............................. 619-584-6794

fax 619-584-3864 mthelixpc@yahoo.com www.mthelixpestcontrol.com

Please see our ad on page 43

Arborwell Kimberly Taylor.......................... 888-969-8733

Fax 510-881-5208 ktaylor@arborwell.com www.arborwell.com

Please see our ad on page 28

Payne Pest Management Jason Payne............................... 858-277-2228

fax 858-277-2212 jpayne@paynepestmgmt.com www.paynepestmgmt.com

Please see our ad on page 23

RESERVE STUDIES Sonnenberg & Company Leonard Sonnenberg................ 858-457-5252

fax 858-457-2211 lens@sonnenbergcpas.com www.sonnenbergcpas.com

Please see our ad on page 43

Looking to Improve Your Current Pest Control Program?

WATER SUBMETERING California Sub-Meters Robert Anaya............................. 858-571-8999

fax 858-571-4470 robert@calsubmeter.com www.calsubmeter.com

Please see our ad on page 17

Competitive pricing with no gimmicks.

Just quality, affordable pest and termite control.

ROOFING Premier Roofing CA, Inc. Sid Scott..................................... 619-667-4565

fax 619-667-1281 sids@premierroofingca.com www.premierroofingca.com

Please see our ad on page 38

(619) 584-6794 www.mthelixpestcontrol.com

RSI Roofing James Adams............................ 858-278-7200

fax 858-278-7203 jadams@thinkrsi.com www.thinkrsi.com

Please see our ad on page 31

SECURITY SERVICES Bald Eagle Security Dmitriy Todorov......................... 619-230-0022

fax 619-230-6610 dmitriyt@baldeaglesecurity.com www.baldeaglesecurity.com

Please see our ad on page 27

TOWING Western Towing Kathy Tighe................................ 619-297-8697

fax 619-296-2822 denisetb@westerntowing.com www.westerntowing.com

Please see our ad on page 30

COMMON ASSESSMENT MAGAZINE

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WINTER 2013

43

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1081 Camino del Rio South Suite 109 San Diego, CA 92108

2013 CAI San Diego

Marketing Plan Members

PLATINUM

GOLD Mt. Helix Pest & Termite Control, Inc. Premier Roofing CA, Inc. RSI Roofing

Animal Pest Management Arborwell Artistic Maintenance, Inc. AV Builder Corp.

Berg Insurance Agency, Inc. California Tree Services, Inc. Fenton Grant Mayfield Kaneda & Litt, LLP First Bank Green Valley Landscape Maintenance Landscapes USA Law Offices of Richard Salpietra Mutual of Omaha Bank/CondoCerts

BRONZE

Seacoast Commerce Bank The Termite Guy Western Towing

The Naumann Law Firm Nautilus General Contractors O’Connell Landscape Maintenance Pacific Green Landscape, Inc. PrimeCo Painting and Construction Popular Association Banking US Bank Union Bank Universal Protection Services Varsity Painting Vista Paint