Contributed by Jeff Westendorf, CMCA, AMS
Community association managers have an important role offering advice and coaching to homeowner volunteers. The partnership between a manager and volunteers is vital and includes constant communication and planning.
Managers can provide excellent advice and coaching by developing a strong relationship with board officers and key community volunteers. Weekly phone calls asking questions, soliciting input, and discussing communication strategies help volunteers better understand their important roles and processes.
The “EDGE” method, which stands for explain, demonstrate, guide, and enable, provides a framework that facilitates a collaborative and successful mentoring relationship between managers and board members.
Explain. Managers can describe how to run a meeting, the impact of a new law, the effect of taxation on investments, or identify missing elements from a vendor contract.
Demonstrate. Managers can hold practice board meetings and write scripts so board members know how to properly use Robert’s Rules of Order to foster a meeting that encourages healthy discussion.
Guide. Managers may discreetly offer advice to board members during meetings about process if they go off course. A good volunteer leader will recognize they may not know everything about a subject and hopefully will ask managers for advice. This is the manager’s opportunity to guide volunteers.
Enable. After a meeting, managers should hold brief conversations about what went well, what was difficult, and how to improve next time. It also is critical to give praise often and encourage board members and staff.
Repeat the “EDGE” process several times until the volunteers gain expertise and can function independently.
Here are some specific examples of how managers can successfully coach board members:
- Educate board members on proper parliamentary procedures to build trust, owner engagement, and facilitate good decision-making.
- Focus the board on proactive policymaking rather than problem-solving.
- Create culture change by focusing on the importance of financial health reporting and measures.
- Develop reserve study policies after building consensus on a long-range financial plan.
- Explain reserve study calculations and how it impacts risk and property values.
- Share articles and education from CAI after events to further community knowledge.
- Provide financial statement analysis so board members can answer owner questions.
- Assist board members in dealing with irate owners.
- Share experience and knowledge on how to motivate and work effectively with contractors.
- Develop an investment ladder report.
- Develop and communicate an honest annual and long-range planning process.
- Implement board training monthly on relevant topics.
- Explain insurance quotes and how to engage with agents to mitigate risk.
- Offer advice when transitioning from developer to an owner board.
Providing advice and coaching is a constant and crucial role for successful managers. Successful volunteer leaders should be open and receptive to learning from them.
Jeff Westendorf is with West Property Management in West Des Moines, Iowa.
>>Read more about effective mentorship in community associations in “Lead On” from Common Ground November/December 2024.
