Community associations today employ highly-qualified professional community association managers, and we think residents should know what the manager has—and has not—been hired to do.
Some residents expect the manager to perform certain tasks that just aren’t part of the job. When the manager doesn’t meet those expectations, residents are unhappy. In short, the manager has two primary responsibilities: Carry out policies set by the board and manage the association’s daily operations.
In practice, what does that mean for some common resident questions and concerns?
- The manager is trained to deal with conflict, but he or she typically will not get involved in quarrels you might be having with your neighbor. However, if association rules are being violated, the manager is the right person to notify.
- While the manager works closely with the board, he or she is an advisor—not a member of the board. Also, the manager is not your advocate with or conduit to the board. If you have a concern, send a letter or e-mail directly to the board.
- Although the manager works for the board, he or she is available to residents. That doesn’t mean the manager will drop everything to take your call. If you need to see the manager, call and arrange a meeting.
- The manager is always happy to answer questions, but he or she is not the information officer. For routine inquiries, like the date of the next meeting, read the newsletter or check the association website or bulletin board.
- The manager is responsible for monitoring contractors’ performance but not supervising them. Contractors are responsible for supervising their own personnel. If you have a problem with a contractor, notify the manager, who will forward your concerns to the board. The board will decide how to proceed under the terms of the contract.
- The manager inspects the community regularly but even an experienced manager won’t catch everything. Your help is essential. If you know about a potential maintenance issue, report it to the manager.
- The manager does not set policy. If you disagree with a policy or rule, you’ll get better results sending a letter or e-mail to the board than arguing with the manager.
- The manager has a broad range of expertise, but he or she is not a consultant to the residents. Neither is he or she typically an engineer, architect, attorney, or accountant. The manager may offer opinions but don’t expect technical advice in areas where he or she is not qualified.
- Although the manager is a great resource to the association, he or she is not available 24 hours per day—except for emergencies. Getting locked out of your home may be an emergency to you, but it isn’t an association emergency. An association emergency is defined as a threat to life or property.
For more information on the community association manager’s role, visit www.caionline.org and search “community managers.”
Thank you Laura Otto! This article is spot-on. I sincerely hope this article gets shared with the many folks around the country, who seem to ask this question over and over. It’s PERFECT!
Short and Sweet, Well Said and to the point! Can we have a poster with these comments?
Laura Otto, thank you very much for these guidelines that I will share to our owners. Very much appreciate this.
Thank you,
Vicki Bruno
This is a great educational article, I certainly hope everyone shares it.
I think I might include this in our firm’s welcome packet!!
I love it – I try to get these points
across everyday and find if you do so diplomatically, it really can help. I wish it was mandatory to put this post as the first page of a resale disclosure packet, so that all new owners would read it – I think it would really manage expectations and be the foundation for a prosperous relationship!