18 minute read
Move from Enforcer to Facilitator
By Brittany Montoya-Taylor, CCAM
As the common interest development industry continues to evolve and progress, so too do community managers. With development growth showing no signs of slowing down, community management is becoming an increasingly relevant and integral part of the process.
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Move from Enforcer to Facilitator
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Now more than ever, managers are seeking certification, continued education and specialty training in order to best serve their clients. Exceedingly pertinent qualifications – coupled with first-hand experience – give today’s community manager an excellent opportunity to elevate their profession and the industry as a whole. Instead of assuming a job as an enforcer of rules, why not choose to establish a career as a community facilitator?
Remember Who You Are
You are a certified community management professional. At times that can be difficult to remember, especially if you have ever been relegated to preparing coffee during a board meeting by the board president. While you may choose to oblige out of kindness, do not forget who you are! A community manager does not put in the energy it takes to become certified only to accomplish menial tasks. You are a powerhouse of information and it is in your boards’ best interests to utilize your honed skillset accordingly. Do not shy away from discussing your accomplishments or displaying your certification(s). Share your educational background and praises
from colleagues, organizations or other boards. The next time you complete a CACM class, spend a few moments at subsequent board meetings relaying information learned. Board members will appreciate your expertise and the insight provided.
Define Your Role
Clearly defining roles and establishing expectations is not only beneficial to you as the manager but to homeowners and board members as well. Make time to communicate to all parties what it is that you and the board do. Helpful hint: Take advantage of CACM’s online Member Area, where you can find a treasure trove of articles to articulate your niche. Outline your responsibilities and set clear communication parameters so there is little room for misunderstanding. Be sure to state your boundaries concerning respectful and professional behavior as well. Defining your role as the manager to your boards and homeowners not only clarifies previously held incorrect ideas about your position but also emphasizes your abilities as an advisor to the community. When both the manager and board members know what to expect from
each other, miscommunications are greatly reduced. This in turn allows for better relationships, better time management and increased productivity for the manager.
Listen Closely
When it comes to understanding what your boards really need, close listening is critical. There is much more involved in listening than just using your ears. Pay attention to physical cues, body language and frequency of communication to be sure you understand the heart of the issue. Sometimes the most obvious problems are only symptoms of much bigger problems. Make direct eye contact and ask pointed questions so that your boards know you are genuinely interested in what is being discussed. Carrying yourself in such a way not only shows that you care but also demands respect.
Speak Up
The association boardroom can be a highly complex, multifaceted maze for managers to navigate. Respecting established board processes while encouraging more advanced or alternate practices can prove to be a real balancing act. Varied opinions and personalities make it that much more challenging. It is in the midst of this conundrum that community managers have the greatest chance to shine. Your credentials and hard-earned knowledge can be utilized to the maximum extent possible by using your voice to relay relevant information, make recommendations based on experience and provide insight to your boards where expertise may be lacking. Your boards will never know how truly valuable your opinion is if you never speak up to share it. Offering even a seemingly small suggestion could have a profound effect on your boards’ next course of action. Using every opportunity to advise your boards will further establish your role as a real professional and also remind your board members that they can and should always turn to you for help. Helpful Hint: Make budget season an opportunity to showcase your advisory skills by making suggestions to save the community time and money.
As a certified community manager, you have all of the tools necessary to make the full transformation from rule enforcer to community facilitator. Never forget who you are and the value you bring to the board room table. Make yourself clear by defining your role and your boards’ roles. Take a strong stance against disrespectful, abusive or demeaning behavior. Listen intently to your board members and homeowners so that you can respond most effectively and efficiently. Take every opportunity to speak up and offer your advisory opinion. By following these simple guidelines, you will undoubtedly succeed in reaching your full career potential.
Brittany Montoya-Taylor, CCAM is a community manager with Terra West Management Services in Las Vegas, Nevada.
maintaining high standards
New Individual Manager & Management Business Members
CACM members further their success in the industry and benefit by partnering with colleagues to share new ideas and best practices. Please join us in welcoming these new members from the third quarter of 2015!
Individual Manager Members
Dolores A. Acosta Julie Ann Adler Larry Anthony, CCAM Jeannette Arensberg John T. Barnes, CCAM Cory Bauer Kristine Bermudez Trina Blair Monika I. Bohana Sergei Bokov Erika A. Boza Ashley D. Brewer Tashonda D. Canady Stacy Coite Charles R. Degenhardt Maria L. Del Carpio Dean A. Driscoll Jolene M. Elliot Christina L. Foust Jacquie Fujioka Maria L. Gallardo Elisa Garibay, CCAM Christina L. Goodlove Shawna M. Green-Morales Roberto D. Griffin Priscilla J. Guzman-Valencia Sharon V. Hanson Yvonne T. Hernandez Stephanie Hill Breanna N. Krumins Dorothy A. Lachner David M. Leon-Guerrero Elizabeth Lindsey Bertha Lopez-Nava Melissa Manzo Kari L. Martin, M. Therese McLaughlin Leah Mendoza Ross G. Minion Jennifer Mitchell Laura M. Morgan John E. Muller Judith C. Nixon Andrew O'Brien Sandra R. Page Richard Pendleton Sandra E. Perry Celeste F. Regalado Debra C. Roberts Peter E. Roller Andrea Ruhge Susan Sarte Anne Sites Laura K. Smyth Raymond Sohl Cindy R. Spears Rachel N. Speights Sue Spencer Craig N. Thompson Brent Uridge Claudia Y. Vasquez Eric M. Vifian Brittany A. Vik Andrea M. Wade
Management Business Members
Boardwalk Investment Group, Inc.
Walnut Creek | (925) 937-4378 www.boardwalkonline.com
Canyon Pacific Management
San Francisco | (415) 495-4739 www.canyonpacific.com
Insight Community Management Solutions Inc.
Roseville | (760) 636-8482 www.insightcommunitymgmnt.com
Irvine Association Services Inc.
Tustin | (714) 734-3370 mario_iasi@yahoo.com
CONGRATULATIONS TO CACM’S NEWEST ACCREDITED COMMUNITY MANAGEMENT BUSINESS (ACMB)
Association Management Company LLC, ACMB
P.O. Box 503 Pleasanton, CA 94566 www.assocmgmt.com
They join 15 other California management companies that have met state-specific standards for professional business practices, accountability and self-regulation. Learn more about the steps to earning the ACMB at www.cacm.org/management-firm.html.
Find a Management Business Near You CACM’s Management Business E-Marketplace allows you to access the industry’s leading management businesses. Each company in this online directory is a Management Business member of CACM, which means they are committed to the highest professional standards.
You can search for management companies by ACMB accreditation, region, services offered, size and type of properties managed, and more.
Start your search now at www.cacm.
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New Offerings in 2016
CACM is listening to you! We’re always excited to announce new opportunities to earn CEUs as we continue to identify your needs and keep you professionally competitive. Here are our newest offerings available in 2016. Learn more and register online at www.cacm.org.
Water Management Certificate Workshop for Community Managers
Impress your boards with a certificate in Water Management! Gain the understanding and lingo needed to work with and oversee landscape contractors who are certified in water management. You’ll be able to confidently guide your boards through the processes of landscape renovations and drought tolerant landscape transition plans.
Online Courses
Couldn’t get to a CACM course when it was offered? Are courses too far from your office? The following courses will now be available in our popular webinar format. They’ll still be instructor-led with an opportunity to ask questions, make comments and see fellow-attendee’s comments and questions. Courses will be held late morning through early afternoon, so you can brown bag it at your computer during the course and make the most of your time “away” from work.
Online courses include: • Age-Restricted Active Adult • Assessment Collections • Advanced Insurance Principles • Budgeting • Fundamentals of Effective Governance • Insurance Principles • Reserves – What, Why, How • Strategic Financial Planning
ALL-STAR FACULTY Meet one of CACM’s top-rated instructors
Janet L.S. Powers, Esq. Fiore Racobs & Powers, APLC Orange County, CA
Years in the Industry: 25
“I enjoy teaching because managers are so motivated and interested in learning how to better manage their community associations. Knowing the legal requirements that regulate their latitude provides managers with a foundation for how to maximize their ability to provide the best solutions and develop the best practices.”
Catch Janet teaching these courses in Southern CA: What Students Are Saying About Janet: • Age-Restricted Active Adult • Community Management California Law Series: “Very Informative. This was an excellent class by a very good instructor. I was very
Module IV impressed.” • Commercial & Industrial Hilda Pulido-Bizzell, CCAM
CID Management Wheeler Steffen Property Management • Effective Meeting &
Election Tools
Community Association Loans All the right tools for your next project.
How will you fund your next community project? Get the job done right with the Community Association Loan toolkit. You’ll get custom financing that’s perfect for your budget and your community. Your Community Association Loan toolkit includes: • Competitive interest rates • Flexible payment plans • Innovative loan structures • Fixed rate loans • Non-revolving lines of credit Get the cash you need today.
Lisa Ann Rea VP/Regional Account Executive 805.907.8452 Toll Free 866.800.4656, ext. 7500
lisa.rea@ mutualofomahabank.com Jack Brandt AMS AVP/Regional Account Executive 510.921.0124 Toll Free 866.800.4656, ext. 7579
jack.brandt@ mutualofomahabank.com
Brendan Concannon Regional Account Executive 619.961.6346 Toll Free 866.800.4656, ext. 7480 brendan.concannon@mutualofomahabank.com
Member FDIC • Equal Housing Lender Equal Housing Lende National Corporate Member of Community Associations Institute CACM Affiliate Member
Events
upcoming courses & events
DATE
JANUARY
13 20-21
FEBRUARY
10 10 11-12
MARCH
1 2-3 9-10 9-10
APRIL
5 6-7 6-8 12 13 13 14 14 19 21 26
Spring Calendar
COURSE/EVENT
Risk Management in Community Association BAM Series (Modules (I-II)
Advanced Ethics: Leadership & Decision Making Ethics for Community Managers Northern California Law Seminar & Expo
Strategic Financial Planning California Law Series (Modules (I-V) BAM Series (Modules (I-II) New Development Community Management
Fundamentals of Effective Governance California Law Series Portfolio Management Reserves – What, Why, How Enhance Your Professional Presence Conflict Resolution for Community Managers Ethics for Community Managers Age-Restricted Active Adult Community Management Age-Restricted Active Adult Community Management Explaining Financial Statements Assessment Collections
COURSE/EVENT CODE
INS400 CMM 101-102
LDR500 CMM130 LSNCA
FIN320 CMM 121-124 CMM101-102 SPC440
BDA300 CMM121-124 SPC430 FIN200 CMM200 CMM220 CMM130 SPC420 SPC420 FIN220 FIN210
DATE
JANUARY
13-14
FEBRUARY
3 3 3-4 24-25 25
MARCH
1 2-3 16 16 17-18
APRIL
5 6-7 7 7 12 13 13-14 14 19 20-21 26 27-29 28
COURSE/EVENT
BAM Series (Modules (I-II)
Ethics for Community Managers Enhance Your Professional Presence California Law Series (Modules (I-V) BAM Series (Modules (I-II) Commercial & Industrial CID Management
Strategic Financial Planning BAM Series (Modules (I-II) Advanced Ethics: Leadership & Decision Making Ethics for Community Managers Southern California Law Seminar & Expo
Fundamentals of Effective Governance California Law Series Ethics for Community Managers Enhance Your Professional Presence Reserves – What, Why, How The HOA Puzzle The Basics of Association Management (BAM) Series Human Resource Management Age-Restricted Active Adult Community Management California Law Series Assessment Collections Large Scale Community Management Explaining Financial Statements
COURSE/EVENT CODE
CMM101-102
CMM130 CMM200 CMM121-124 CMM101-102 SPC450
FIN320 CMM101-102 LDR500 CMM130 LSSCA
BDA300 CMM121-124 CMM130 CMM200 FIN200 CMM100 CMM101-102 LDR400 SPC420 CMM121-124 FIN210 SPC410 FIN220
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#1 Specialist in Business Insurance for California Community Management Firms
More than 20 years of successfully helping community management companies with insurance and risk management solutions.
• Cyber Liability • Employment Practices Liability • Errors & Omissions • Master Fidelity • Office Package • Tenant Discrimination • Workers Compensation
CEOs share their experience:
“CID Insurance Programs provides the right insurance products for our management company. They understand who we are and what we need to protect our assets. That helps me sleep better at night. ” Lin Yates, CCAM, President/CEO Miramonte Company
“CID Insurance Programs provides first-rate insurance policies and risk management services and is always improving their product offerings and developing special programs for our industry. Their dedication to their clients and to our entire industry is unparalleled. ” Andy Comings, CEO Riverside Management & Financial Services
For a business exposure consultation: Call (800) 922-7283 or email insurance@cacm.org
How Your Community Manager Helps Manage Your Wealth
Your community manager does not come to the office at 9 a.m. and leave at 5 p.m. They work until the job is done. They are required to have as much, if not more, knowledge than your attorney, CPA or any other professional that provides service for you. They service your needs 24 hours a day, 365 days a year. They attend board meetings and prepare agendas and the packets of information you receive before the meeting.
How do they do all of this and so much more? They educate themselves by attending courses provided by CACM, industry functions and seminars and by working with industry professionals on a daily basis. Additionally, they read everything they can get their hands on and constantly keep themselves and their communities current on the latest innovations related to their field. As an example, to receive the designation of Certified Community Association Manager (CCAM ® ), a community manager is required to do the following:
1. Be employed as a community manager for six or more months immediately preceding the date of application.
2. Successfully complete the required coursework below:
BASICS OF ASSOCIATION MANAGEMENT Some, but not all, of the topics discussed during the course include: • The origins of CIDs and the future growth outlook • The key roles of a community manager and various ways to build skills • The roles and responsibilities of the board, officers, manager and outside experts Learn key financial reports and terms required in the daily financial operations of the association Learn the types of insurance coverage required to protect an association
CALIFORNIA LAW SERIES This course explores the numerous laws that define California’s common interest developments (CIDs), financial management, working with experts, affiliates and meetings and records.
BY PATTY GARCIA, CCAM
ETHICS FOR COMMUNITY MANAGERS • Know the importance of ethics to the industry and each individual manager • Understand CACM’s structure and how it supports the organization’s role in defining and enforcing ethical standards • Understand CACM’s classes of membership and certification, as well as the related disclosures that are required • Know the requirements of the Code of Ethics, including general and specific standards • Understand the process for enforcement of the Code of Ethics, specifically the first steps for a member filing a complaint or responding to a complaint
3. Submit the CCAM application with the application and maintenance fees within three years of completing your first course.
Maintaining the CCAM Designation
Once the manager has earned their CCAM certification, the recertification process allows them to pursue continuing education tailored to their experience level and education needs.
The manager must recertify every three years, which entails the following: • Earn at least 30 continuing education units (CEUs) every recertification period, inclusive of the following: • Attend a minimum of one full CACM Law Seminar every three years (8 CEUs) • Successfully complete one CACM Ethics-related course, either CMM130 or LDR500 (prerequisites apply), every three years (4 CEUs) • Keep their membership and/or annual certification maintenance fees current • Continue to comply with the CACM Code of Professional Ethics and Standards of Practice
In addition to the CCAM, managers have the ability to elevate their knowledge by earning specialty certifications including High Rise, Large Scale, Portfolio and New Development Management. As the ultimate achievement, managers can earn the Master of Community Association Management (MCAM ® ) certification – the highest professional certification available for California community managers and a testament to their dedication to excellence.
A community manager is expected to have knowledge in more fields than the average person deals with in most of their lives. They care about their communities, the members in the community and the most costly purchase a person typically makes in their lives – their homes. Not only are they expected to be knowledgeable in many fields, they are responsible to impart this knowledge to board members as well as members of their communities.
Over the years, community managers have dealt with constant changes in legislation and rising expectations and demands from their clients. They are required to work more and more with municipalities. They need the knowledge and expertise of a lawyer, accountant, insurance specialist, contractor, landscaper, arborist, technology specialist and a professional writer … to name just a few.
We hope you have gained some insight into the world of your community manager and appreciate the many ways they help you manage your wealth!
Patty Garcia, CCAM is President of Millennium Community Management LLC in Santa Ana.
CACM’s “In the Boardroom” feature is intended to provide key trends, tips and practical advice for association board members.
For easy sharing, you can also access this and other archived articles online at www.cacm.org.
California CID Stats and Figures
Over the past year, the number of common interest developments (CIDs) in California has increased by 1.3%, with fairly balanced growth between Northern California (1.5%) and Southern California (1.2%). California is now home to almost 51,000 CIDs statewide!
This growth is no surprise, as millions of Californians are able to enjoy more affordable home ownership, life enhancing amenities and a sense of community through CID living. The increase in associations also means the need for qualified, professional community managers remains strong.
California CIDs by Size
68% of CIDs in the state have 50 units or less. These fit the definitions of small developments.
Condominium-style developments remain the most prominent, and make up 56% of all CIDs in California.
CACM is proud to offer programs designed to prepare California community managers for their critical roles in the CID industry. Educational courses, certification programs, legislative advocacy and a network of likeminded professionals are just a few of the many ways CACM supports your success.
By taking advantage of the professional growth opportunities CACM has to offer, you are setting yourself up for success as our industry continues to grow. This 2015 industry snapshot proves just how indispensable you and your expertise are to millions. $11.6 Aggregate annual estimated revenues for California associations
Planned Unit Developments follow condominiums in popularity, and constitute 33% of all CIDs in the state.
14.6 million
Estimated number of Californians living in CIDs – about 38% of the state’s population
California CID Stats and Figures
1971
$224,000 Average estimated annual revenue for a California CID
96 Average number of units in a California CID
CALIFORNIA COUNTIES WITH COMMUNITY ASSOCIATIONS
Number of CACM manager members statewide who represent the group of professionals overseeing California CIDs
CIDs FROM COUNTY TO COUNTY
The following is an estimated count of homeowner’s associations, by county, in the state of California. This data is subject to change without notice and is provided for informational purposes only.
50,887
Total number of community associations in California
COUNTY NUMBER OF ASSNs Alameda ............................. 2,042 Butte ...................................... 189 Contra Costa ...................... 1,301 El Dorado............................... 239 Fresno.................................... 484 Kern........................................ 461 Los Angeles...................... 15,468 Marin...................................... 535 Mono...................................... 173 Monterey ............................... 398 Napa ...................................... 184 Nevada.................................. 273 Orange ................................ 4,819 Placer .................................... 660 Riverside............................. 2,356 Sacramento........................... 996 San Bernardino .................. 1,079 San Diego ........................... 6,668 San Francisco .................... 2,791 San Joaquin .......................... 367 San Luis Obispo.................... 647 San Mateo.......................... 1,032 Santa Barbara ....................... 893 Santa Clara......................... 2,465 Santa Cruz............................. 598 Solano.................................... 268 Sonoma ................................. 696 Stanislaus ............................. 237 Tulare..................................... 201 Ventura ............................... 1,062 Other Northern California Counties (25) ...................... 1,210 Other Southern California Counties (3)............................. 95 Northern CA (45 Counties)17,138 Southern CA (13 Counties)33,749
Reprinted with permission of Levy, Erlanger & Company, CPAs, San Francisco, California. Contact info@hoa-cpa.com for additional information.
