18 minute read
Managing Expectations
BY PATTY GARCIA, CCAM
As community managers, how do we deal with boards that are unreasonable and expect an immediate response to any communication, demand or question they may have?
Managing our time and delivering quality service to our boards is all part of the package we provide. However, as we all know, the boards’ expectations might not be totally reasonable – or more importantly, even covered in their contract.
Walking the fine line between providing great service and being expected to perform miracles at no extra charge is difficult. As a group of professional community managers, we all need to work together to properly manage our boards’ expectations so that we all are treated with respect and adequately compensated for the work we perform.
Take the example of a board member’s recent email to me.
Board Member: Please call me at 222-333-3333 when you have a moment (after 11 a.m.). Will only be available till 1 p.m. Discussion topics: 1. Your email 2. Budget 3. Budget Letter 4. Newsletter components 5. Mr. & Mrs. Homeowner’s issue 6. Ms. Homeowner’s email re #5 7. Our Bank Loan 8. Legal/Adjustors, etc. 9. Insurance
Receiving a request like this can put a real crimp in your day! I will be honest and say it didn’t bode well with me. Things escalated from there as you can see from the exchange of emails below. This shows how board expectations and our responses to the same can get a little out of control.
Board Member: I would like to have copies of all the invoices received from blank that were charged against blank. Can I obtain the PDFs from your website? If so … direct me. If not I especially want to see the invoices submitted when the attorney was commissioned to start the lawsuit (see my attachment … the yellow shaded period). Thanks.
Managing Expectations
■ IT IS IMPORTANT FOR THE FUTURE OF COMMUNITY MANAGERS AND OUR INDUSTRY TO REPRESENT OURSELVES AS PROFESSIONALS SO WE WILL BE TREATED WITH THE RESPECT THAT, THROUGH HARD WORK AND EDUCATION, WE HAVE EARNED.
Me: This will take several hours to do, and I will have to charge you. I would agree to do it for (a discounted cost) $75 per hour and will not be able to deal with it until next week. If you or other board members want to come into the office, pull the boxes, locate the invoices and copy them you can do that.
Please let me know how you would like to proceed.
Board Member: You are totally aware of our financial situation and as such I will not subject the HOA to a $75/h fee to obtain information that the Board should have available to them at a moment’s request. $117K has been charged by our attorney just on the lawsuit, and the board should be able to review these charges. I am not questioning the integrity of the charges, but typos, duplication errors, wrong entries, etc. can happen. All I want to do is check the billing. Questions: These legal fees were charged to account 3200 between 6/11/2012 to the present. Why are they not easily available on your website financials by vendor … or are they? If they are not, your filing system needs to be reevaluated.
Continued on page 50
Managing Expectations
Continued from page 49
This is a simple search of files by a clerk. How do you justify a $75/hour charge for this? How many hours????
In summary, if you cannot provide this information, I’ll locate it with a cost of $0 to the HOA. For the record … and yes, I’m aggravated with your response.
While I changed some of the names to protect myself and to assure that the writer remains anonymous, these are very real emails with very unrealistic expectations (theirs, not mine; I actually expected this exchange).
This exchange finally caused me to halt, assess the situation, and take decisive action. In hindsight (don’t you love hindsight?), it was my fault for allowing the situation to get out of hand. By the time I received this request I was angry, which is clear by my curt response.
So what is the lesson learned? How does a manager address issues like these without losing the account or offending a board member? First and foremost you must have confidence in yourself as a Certified Community Association Manager (CCAM) and in the value you bring to the community. Whether you are new to the industry, or a seasoned manager, it is exceedingly important to take decisive action to address this behavior and to educate the board of directors on your role as a professional community manager, and on the parameters of your contract, otherwise the behavior won’t change.
When working with your boards, make it clear you are a professional and they are not paying you to buy cookies, make coffee or set up the meeting room. It's also important to reiterate
you will not be available 24/7 or via your cell phone after hours. You are a professional manager and as such you will be happy to delegate the above tasks to the appropriate staff member. (I know not everyone may agree with me on the above, but it is my practice and it works well for our firm.) Allowing mistreatment and misunderstanding of the manager’s role only perpetuates the behavior, and the disservice to you and any managers who may come after you.
To resolve the problem these expectations created, I asked the board to meet early at the next meeting to discuss the association’s management. I prepared a list of issues I wished to address with them. I did not include my list in the packet but did provide our management contract in the materials for their review. At the meeting we discussed the issues and I educated the board members on the services that were and were not included in the contract and the extras that could be performed for an additional fee. Since then the relationship has changed for the positive and the board treats me respectfully. They are also more thoughtful about my role as a community manager.
While I am grateful that the outcome of the above scenario was successful, I am not, however, naïve enough to believe that every case will work out as well. There are some situations where it would be more appropriate for the supervisor or company owner to address the issue with the board directly. While we may not always get the result we hope for, it is important for the future of community managers and our industry to represent ourselves as professionals so we will be treated with the respect that, through hard work and education, we have earned. Who knows? Perhaps they will even bring cookies and coffee to the next meeting; stranger things have happened.
Patty Garcia is the President of MCM, LLC in Santa Ana.
Message from a Vision Editorial Committee Member By Dean Jackson, CCAM-HR
When I began writing articles for Vision magazine over 10 years ago, I looked at it as a way to have some fun while feeding my creativity. What I received and continue to receive is much more. Being part of the Vision Editorial Committee has enabled me to develop relationships with my peers from all over California, learning from them, teaching them, and sharing ideas. The quarterly meetings (only an hour long) have become times that I really look forward to; they are fun and enable us to discuss topics of concern to the community management industry overall and to individual managers and service providers. As a manager, I have grown in my knowledge of the industry, and that has fueled my desire to help the industry grow and prosper with the help of the professionals who comprise it; I'm happy to support my fellow professionals and the communities we work so hard to serve. As a writer, I have been rewarded by getting to write about topics that interest me and
others. It's very satisfying to see my work artfully laid out on the printed page and know that I may have brought a few people a good laugh and perhaps a bit of information that will help them in their careers. If you are interested in writing, learning, and getting to know some very interesting and talented people, I highly recommend that you consider joining the CACM Vision Editorial Committee.
Dean Jackson, CCAM-HR is the General Manager of Pacific Park Plaza HOA in Emeryville..
Contact Emily Ball at eball@cacm.org for details on how to join the Vision Editorial Committee today!
LOOKING FOR A JOB OR A QUALIFIED CANDIDATE?
In 2014, 580 community managers posted their résumés to CACM's Career Network.
Consider this exclusive job board, designed for the California community management industry, for your next job or candidate search.
Visit www.cacm.org to get started.
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November 2013 Management Report Tasks Summary
Report Description
A Task is an association management businessation management business matter matter that requires action and is created by, and/or assigned to either a management company employee, such as the Community Association Manager, or Board Member. All open action items, items, other other than than rep rep ai ai r and maintenance tasks, should be documented in the Tasks List to clearly track and manage open issues through to completion. Repair and maintenance tasks are typically managed managed using using Work Orders Work Orders although some Tasks may create the need for an underlying Work Order and can be linked to a Work Order. Board Members can create, update and monitor Tasks by accessi accessi ng the Board Portal at ng the Board Portal at www.ciranet.com . See additional information regarding Tasks at http://www.ciranet.com/SWP/Tasks_Summary_Report.pdf.
Settings
Tasks Dashboard
Open Tasks Conditionn
Past Due Tasks
Tasks Due Within the Next 30 Days
Tasks On Hold
Tasks Completed or Canceled Since 10/01/2013 Metric 0
0
0
0
4 Status Comment / Recommended Action There are currently no open tasks assigned to the Community Association Manager or any of the Board Members. Please ensure all outstanding issues are documented on the task list.
There are currently no open tasks with a status of "On Hold."
Completed/Canceled Board Tasks from 10/01/2013 through 11/14/2013
# 1
2
3
4 Task ID 35301
37394
38800
38844 Item Ocean Colony Reserve Study Proposal FY 2014 Financial account Balance Review
4Q 2013 Ocean Colony Newsletter Contentt 2013 Engagement Letter2013 Engagement Letter
Status Completed Completed CompletedComplete Completed Responsible dagmar.wachter ahu6716
dagmar.wachter dagmar.wachter Created By dagmar.wachter dagmar.wachter rachel.mills
laura.jones
Due Date 10/31/2013 11/14/2013 10/07/2013 10/07/2013 Work Order
November 2013 Management Report
Page 14 of 60 Prepared on November 14, 2013
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SOUTHERN CALIFORNIA
Disneyland Hotel, Anaheim March 12-13, 2015
HALL OF HEROES
The 2015 Southern California Law Seminar & Expo, held March 12 – 13 at the Disneyland Hotel in Anaheim, drew more than 600 community managers for two days of informative sessions, idea sharing and an exhibit hall featuring more than 140 exhibitors.
Manager attendees explored new legislation and case law; property insurance claims; safety, security and privacy issues; and more. Attendees also had the option to participate in Table Topic sessions; managers visited the table (or tables) of their choice, brainstorming solutions to various topics with other managers and the attorney facilitators.
This year’s event also featured the CCAM Oath Ceremony, recognizing managers who recently earned the prestigious CCAM designation; the evening Managers’ Reception, full of networking and fun; and the new CACM Events app, which allowed managers to access session materials, speaker information and schedule of events all at the convenience of their mobile device.
Check out more photos from the event at www.facebook.com/CACMchat or visit our online Photo Gallery at www.cacm.org.
Here's what a few participants liked best this year
Learn from the Experts Build Valuable Connections Have Some Fun
“I found that the Law Seminar was quite exceptional and interactive with inclusion of the technological aspect. The onsite biometrics portions were helpful and encouraging to see – especially in a room filled with well educated CID Managers.” “I loved being able to find the exhibitors on the app in advance and easily go to all of the booths I marked. It was roomy to move about and the theme was fun.”
-Michelle R. Farnam-Topliff, CCAM Excalibre Management “I really felt that the speakers were excellent along with the information that was given.”
-Elizabeth Weber, CCAM The Management Trust – Monarch Group Division, ACMF/Indian Ridge HOA
Southern California Vision Award Winners
Rising Champion Kathy Young, CCAM, San Diego
Managers’ Choice Morgen Hardigree, CCAM, Tustin
Leadership Attila Acs, Irvine Courtney Buehler, CCAM, Irvine Cynthia Cattern, CCAM, Irvine Noreen Husain, CCAM, Aliso Viejo Lesley Millender-Irwin, CCAM, Laguna Hills Jake Parvino, CCAM, West Hollywood
Excellence in Service Kendrah Kay, CCAM, Irvine
Thank You to Our Sponsors
General Law Session The Miller Law Firm WICR Waterproofing & Decking
Welcome Reception Drink Tickets Berding | Weil, LLP Law Offices of Michael A. Hearn Kriger Law Firm
Exhibit Hall Luncheon Angelo Termite & Construction Dave Bang Associates
Refreshments Allied Trustee Services
Concurrent Session Antis Roofing and Waterproofing Global Disposal Securitas Security Services USA, Inc.
Continental Breakfast A-One Construction & Roofing
Welcome Reception Beaumont Gitlin Tashjian CID Insurance Programs, Inc. Fiore Racobs & Powers, APLC Massie-Berman, APC Reconstruction Experts Total Building Care, Inc.
Exhibit Hall Luncheon Angelo Termite & Construction Dave Bang Associates
Refreshments Allied Trustee Services
1st Place Epsten Grinnell & Howell, APC
2nd Place Berding | Weil , LLP
3rd Place Association Lien Services/ SwedelsonGottlieb
Honorable Mention ValleyCrest Landscape Companies
CACM’s 2015 Legislative Priorities
Identify and Contact Your Legislators In terms of California legislation, it’s all about who you know – or at least who you contact. Be proactive and identify who your local legislators are and learn how to connect with them. These are the individuals who listen to your concerns and speak to key decisions that impact legislation on CIDs.
Find your local legislators at www.leginfo.ca.gov/yourleg.html. AB 349 Artificial Turf Bill: This bill would make void and unenforceable any provision of the governing documents or architectural or landscaping guidelines or policies that prohibits the use of artificial turf or any other synthetic surface that resembles grass. Existing law allowing the association to apply landscaping rules remains intact.
AB 634 Timeshare Bill: This bill provides a process for a timeshare property owner to communicate with other owners within a timeshare association on matters related to “legitimate association business,” without requiring the release of the owner list. CACM is seeking to distinguish “managing agent,” as defined by the Davis-Stirling Act, from “managing entity,” as defined in the Timeshare Act, to avoid potential secondary liability for CACM members.
AB 596 Annual Budgets Reporting of FHA
and VA Certification: This bill would include the inclusion of a statement of whether a condominium project is FHA or VA certified. CACM is working to ensure the language is limited to condominiums.
AB 807 Title Transfer Fees: This bill impacts Commercial Code 1098 and 1098.5 related to covenant-established transfer fees. CACM is monitoring this bill to ensure it does not impact transfer fees under the Davis-Stirling Act.
AB 1448 Clothesline Bill – Solar Systems: This bill would prohibit governing documents or a rental agreement or lease from effectively prohibiting or restricting the installation or use of a clothesline. The bill explicitly allows the association to impose reasonable restrictions.
AB 1516 Housing Omnibus Bill: Working with industry association collaborators to make housekeeping changes to the Davis-Stirling Act.
SB 328 Pesticide Use Notifications: This bill would require the landlord and authorized agent to provide notification to residents when applying pesticides by a non-licensed applicator. This could include HOAs. Language may be construed to infringe on the DavisStirling Act interpretation of an “authorized agent or landlord.” Liability for notification could be transferred from the applicator to the “authorized agent or landlord.” CACM is working with the author to address these issues.
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Thank You to Our Sponsors
Thank you to our 2015 first quarter sponsors for their generous contributions. The next time you encounter a CACM sponsor, please join us in acknowledging the work and generosity of these supportive members.
A Plus Tree, Inc. A-One Construction & Roofing Allied Trustee Services Angelo Termite & Construction Antis Roofing & Waterproofing Association Lien Services B. Taylor Painting Beaumont Gitlin Tashjian Ben's Roofing, Inc. Berding | Weil LLP CID Insurance Programs, Inc. CMA Consulting Dave Bang Associates EmpireWorks Reconstruction and Painting Fiore Racobs & Powers, A PLC Focus Business Bank General Construction Services, Inc. Global Disposal, Inc. Hearn, Law Offices of Michael A. JPA Landscape & Construction, Inc. Kelly-Moore Paint Co., Inc. Kevin Hennessy Insurance Services Kriger Law Firm Massie-Berman, APC New Pipes, Inc. Nextility R.E. Broocker Co., Inc. Reconstruction Experts, Inc. Roof King Roofing, Inc. Roofworks & Construction, Inc. Securitas Security Services USA, Inc. ServiceMaster Restoration Services SwedelsonGottlieb The Miller Law Firm Total Building Care, Inc. Universal Protection Service Unlimited Property Services, Inc. WICR Waterproofing and Decking
Member News With thousands of members spread out across California, CACM strives to keep in touch with all of our members’ latest happenings.
JANUARY
Industry Leader Continues Growth, Expansion
CACM affiliate member, Automated Gate Services, Inc. (AGS), is pleased to announce that Bob Harvey has joined the team and will oversee new business development. Harvey brings 12-plus years of experience in managing and day-to-day operations of homeowners associations, which is essential as the company renews its focus on controlled access communities.
Carrie Johnson, AGS President and CEO, said, “Bob is an award-winning, dedicated professional, and we are happy to have him on board. His industry knowledge and leadership abilities are already clear as we welcome him to the AGS family. Our innovative product lines, along with the increased demand from access controlled communities, had us searching for someone with a proven track record of outstanding service, and we were pleased that someone of Bob’s abilities was available to fill the role.”
APRIL
PowerStone Property Management Raises $52,000+ for Pediatric Cancer Research Foundation
PowerStone Property Management Inc., a CACM Management Firm Council member based in Orange County, announced that $52,175 was raised in support of the Pediatric Cancer Research Foundation (PCRF), which recently hosted their Reaching for the Cure event on March 28 and 29. This year the event raised a grand total of over $220,000, including Corporate Sponsor PowerStone’s donation – the largest amount for a Corporate Champion team for the third year in a row.
MARCH
Affiliate Member, Sterling Jenkins, ‘Gladly’ Welcomes in New Baby Boy
Sterling Jenkins, an employee of CACM affiliate member company Gladly, welcomed a brand new baby boy (Theodore Jenkins) on March 23, 2015. Sterling was prepped and ready to attend this year’s Southern California Law Seminar & Expo where he would meet and network with managers and fellow industry colleagues. But when news arrived that his wife would soon go into labor, Sterling focused his sights on meeting a new bundle of joy. Although Sterling could not attend the Law Seminar & Expo, he couldn’t be happier with the new addition to his happy family. “The event gets better every year. Everyone has fun and the donations keep climbing,” says René Decker, CEO of PowerStone. “The entire PowerStone family is grateful and proud of the great work of the Foundation.” Jeri Wilson, Executive Director of PCRF said, “With funding for pediatric cancer research declining, we are grateful to PowerStone for their incredible generosity and recognize their support of our families fighting cancer. This is the third year that PowerStone has been our largest fundraiser as an Individual Team. We celebrate their commitment to finding a cure for pediatric cancer as a local Orange County business.”
Since its founding in 1982, PCRF has partnered with businesses, foundations, and individuals and has raised over $30 million toward the ultimate goal of ending pediatric cancers.
To view more recent news, log in to the Members Only section at www.cacm.org. Email communications@cacm.org to learn how you can submit news of your own.
