TKPOA Administration Department

THE TAHOE KEYS PROPERTY OWNERS ASSOCIATION (TKPOA) Administration Department is comprised of several staff members focused on the day-to-day business operations of the Association. TKPOA’s Administration (Admin) Department includes Accounting, Front Desk, Operations, Project Management, and Administrative Office Staff.

While the Administration Department has its own purpose and annual budget, several items from other Departments naturally flow into the Admin Department and are reflected in the responsibilities of Admin Staff for administrative support for all TKPOA Departments that are coded under the Administrative Department’s financial statements.

For the purposes of the Admin Department Overview, we will take a look at what the Front Desk, Project Management, and Operations Staff provide for the Association.

Front Desk

TKPOA’s Front Desk is the hub of the Pavilion Office and assists in the day-to-day operation of the Association. The Front Desk serves as the main point of contact for all members, guests, tenants, and visitors to the Tahoe Keys. Front Desk Staff greet visitors to the Association’s Pavilion Office, answer phone calls on the Association’s contact line (530) 542-6444, and emails sent to the Association’s general email info@tahoekeyspoa.org and provide the following services:

• Issue and track Townhome parking stickers and hangtags • Issue and track Townhome and Community Dock Annual Boat

Stickers • Create and issue Member, Long-Term Renter, and Short Term

Amenity Access Cards* • Process Architectural Control Applications and Fees* • Update Member Contact Information* • Process new owner and property transfer paperwork and account updates • Provide document copies as requested • Answer general questions about TKPOA, including current events and projects • Process and send Association Email E-blasts • Maintain Association Membership Lists • Maintain Association Bulletin Board and Postings • Provide Administrative Support to all TKPOA Departments, including entering work orders for Townhome maintenance projects and streetlight repairs

*Some Association forms may now be completed and submitted online via the TKPOA website, www.tkpoa.com, under the Documents Menu, select Forms.

Front Desk Staff is comprised of one, full time, year around Lead Attendant position and two part time, year round attendant positions. TKPOA currently has one vacant part time Front Desk Attendant position that has not been filled since April 2020. The Front Desk can be contacted at (530) 542-6444 or info@ tahoekeyspoa.org.

Administrative Clerk

The position of Administrative Clerk for a Homeowners Association (HOA) is an integral part of providing outstanding customer service and interacting effectively with owners, renters, guests, and co-workers. TKPOA’s Administrative Clerk is responsible for assisting the General Manager, Operations Manager, and Board of Directors in the day-to-day operation of the Association, maintaining Board records, correspondence, providing back-up secretarial support for all Departments, and the overall coordination and communication for TKPOA Management Staff to Board of Directors and the Association.

The Administrative Clerk attends all Board Meetings and prepares the Board Packets, Agendas, and Meeting Minutes as well as attends Committee meetings for the purposes of preparing the minutes as needed and maintains the Association’s Corporate filing system and records retention per Davis Stirling Code requirements.

The Administrative Clerk also cross trains at the Front Desk in an effort to maintain consistency in communications and quality service provided to members, guests, renters, and vendors.

TKPOA’s Administrative Clerk position was vacant for 1 year beginning in April 2020 through April 2021 due to COVID and Board Direction for the 2021 Budget. In the first quarter of 2021, the Board of Directors restored the Administrative Clerk position due to the fundamental needs of the Board, Association Operations, and Management Staff.

Administrative Clerk, Lauren Finkelstein, can be contacted at lfinkelstein@tahoekeyspoa.org or (530) 542-6444, ext. 223.

Project Management

is responsible for the research, coordination, analysis, presentation and implementation of annual capital improvement and maintenance projects within the Tahoe Keys Common and Townhome areas, as approved and directed by the Board of Directors.

The Project Coordinator maintains the Association’s Major Component Data Base, documents project conditions and progress, prepares Requests for Proposals (RFPs), coordinates work being performed by contractors and vendors, and interacts with local regulatory agencies such as the Tahoe Regional Planning Agency (TRPA), Lahanton, and City of South Lake Tahoe (CSLT) and El Dorado County officials.

The Project Coordinator works closely with the Facilities Manager and Cove Advisors on planning for Townhome projects ranging from general maintenance to capital reserve expenditures such as roof replacements, parking lot repaving, and dock repairs/ replacements. This position takes an active role in budget planning and expenditures for all Department and Townhome Reserve and Capital Improvement items.

Currently, TKPOA’s new Project Coordinator has been working with the General Manager on the East Channel Bulkhead Replacement Project that is set to be completed in October 2021.

Project Coordinator, Alison (Ally) Cherko, can be contacted at acherko@tahoekeyspoa.org or (530) 542-6444, ext. 241.

Operations Manager

TKPOA’s Operations Manager is responsible for assisting the General Manager in the day to day business operations of the Association, directing the activities of the Association in accordance with policies set by the Board of Directors, and supporting TKPOA’s Community Management Staff.

The Operations Manager supervises and oversees operations for the Front Desk, the Security Department, the Architectural Control Department, the Association’s Human Resources Programs, as well as backup supervision of all Departments when Department Managers and Supervisors are absent. This position also manages the Association’s Communications Plan including

the monthly Keys Breeze publication, website content, Email Eblasts, required membership mailings, and election and voting ballots.

Operations Manager, Heather Blumenthal, can be contacted at hblumenthal@tahoekeyspoa.org or (530) 542-6444, ext. 228.

General Manager

TKPOA’S General Manager is responsible for managing all of the activities and operations of the Tahoe Keys Property Owner’s Association within the parameters established by the Association’s governing documents, policies and rules as established by the Board of Directors, and applicable laws and regulations while providing consistent and effective leadership to the Association, its members, volunteers, and staff.

The General Manager works closely with the Board of Directors to develop short and long range plans for the Association, ensuring fiduciary responsibilities are met, overseeing preparation of the annual budget and annual report to members.

TKPOA’s General Manager attends all Board Meetings and provides Board reports on Association business to assist the Board in making decisions for the prudent and efficient operation of the Association.

General Manager, Kirk Wooldridge, can be contacted at kwooldridge@tahoekeyspoa.org or (530) 542-6444, ext. 224.

The following are summarized performance results for business conducted at the Front Desk Pavilion Office from 2017–2020 and 2021 as of September 30th, 2021 for the Administrative Department:

FRONT DESK OFFICE TRACKING 2017 2018 2019 2020

PHONE CALLS RECEIVED 9,089 10,648 8,038 8,071

MEMBER/GUEST WALK INS

MEMBER PASSES PROCESSED

7,185 9,370 7,808 4,202

438 522 635 602

POOL PASSES SOLD 6,741 5,432 4,240 5,194

LONG TERM RENTER PASSES SOLD

PARKING STICKERS/ HANGTAGS

HOMEOWNER BOAT STICKERS

98 136 169

Not tracked Not tracked 264

133 508 194 136

146

181

RENTER BOAT STICKERS 85 24 53 51

2021

(as of 09.30.2021)

5,867

2,284

546

1,997

91

49

155

16

EMAIL EBLASTS

ASSOCIATION MAILINGS

92 178 94 114

Not tracked Not tracked Not tracked 131 45

For additional questions, please contact Operations Manager Heather Blumenthal at hblumenthal@tahoekeyspoa. org or (530) 542-6444. 97