by Beth Mulcahy, Esq
I am often asked the following question… “What makes a community manager a superstar?” I have been fortunate to work with numerous exceptional managers in Arizona. Here is a short list of the qualities of a great community manager:
Communicate:
—Listen to homeowners who have concerns or problems with the association;
—Return/respond to phone calls/e-mails within 24/48 hours (if possible);
—Notify the board immediately regarding important information about their association; and
—Apologize and make the necessary corrections when mistakes happen.
Oversee Maintenance and Repairs of Common areas:
—Conduct inspections (weekly if possible); and
—Investigate maintenance problems in a timely manner (i.e. floods/leaks).
Create a Strategy and Plan for the Annual Meeting:
—Calendar key dates (notice calling for volunteers for the board, notice of meeting, date, etc.);
—Use mail-in or absentee ballots;
—Compute quorum or any other special voting requirements prior to the meeting;
—Determine whether cumulative voting can be used and whether delinquent owners can vote;
—Reserve and confirm the location prior to the meeting date;
—Plan for registration 30 minutes prior to the meeting with several registration tables;
—Bring sign-in sheets with names of all owners, returned mail-in or absentee ballots, pens,
unused ballots, calculator, association documents, tally sheets and the list of delinquent owners to the annual meeting; and
—Request appointment of “inspectors of elections” to oversee the voting and election count.
Monitor Association Insurance:
—Calendar renewal date(s) at least 90 days before the renewal date;
—Investigate other insurance policies, prices and coverage at least 60 days prior to expiration of the current policy;
—Review insurance provisions in association documents to ensure that the association has proper insurance coverage; and
—Report insurance claims promptly.
File the Association’s Annual Report with the Arizona Corporation Commission Annually
—Carefully Monitor Delinquencies; and
—Create monthly status reports.
Pay Association Bills on Time:
—Create a list of all association bills and due dates; and
—Promptly review, get approval for and pay all bills.
Keep your Boards out of Trouble with Good Advice
—Comply with federal and state laws; and
—Consult with an attorney when necessary.
Obtain 2-3 bids from Contractors for Capital Improvement Projects in the Association
—Use licensed and bonded contractors when appropriate.
Maintain Accurate and Complete Association Records
—Lot/Unit files;
—Correspondence files; and
—Meeting minute books.
Be Professional when your Relationship Ends with the Association
—Don’t burn bridges or sabotage;
—Help the new management company with the transition; and
—Move on – there is plenty of work for everyone!
