Great Service: Community Manager Responsibilities and Goals
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Does the Community Association Manager Have Support?Even the best community association managers can’t do everything! The right support is critical for a CAM to succeed in delivering the exceptional service your board and residents expect and deserve. According to Heather Peters, business development manager at FirstService Residential, “Good managers are only as capable as the support they have.” That support should include:
- Assistance from accounting, purchasing, vendor relations and financial services specialists
- Involvement of human relations professionals for all personnel matters to ensure that you get the right level of on-site staffing
- Ongoing training to develop and improve management skills, keep up with industry standards and be informed about regulatory changes
- A 24/7 customer care center that can quickly provide them and your community with needed information
- Administrative support such as assistant managers and clerical personnel as needed
- Technology and communication tools
In addition, an experienced regional director with a pulse on the community provides important support. “The most capable managers leverage their regional directors,” explains Anthony Gragnano, regional director at FirstService Residential. “When a board member calls, I already know what’s going on in their community. Having that structure in place also helps maintain institutional knowledge and consistency in management if the CAM leaves for any reason. The regional director should know the building or community well enough to help replace a beloved manager with the right person.”
Does Your Community Association Manager Have the Right Personality?Caring can’t be taught. People who are naturally caring go above and beyond for the people around them and in the work they do. Caring managers take ownership of the communities and buildings they work in, doing their very best to serve the board and residents.
Great CAMs have a high emotional intelligence quotient (EQ), too, meaning they have an ability to read and assist people – including members of your association. Their empathy enables them to put themselves in others’ shoes and understand their perspective. Other traits of managers with high EQ is that they are forward-thinking, adaptive, resourceful, hospitality-minded, flexible, self-motivated and able to communicate clearly. As a result, they are trusted advisors to your board.
Emotional intelligence should extend to a CAM’s regional director as well. The regional director is the person who needs to match up the right manager to each community or building. This requires understanding the personality of the property and choosing a manager whose personality meshes with it. Even the most stellar manager won’t succeed if they aren’t the right fit.
Do Your Residents Know What to Expect From Your Community Association Manager?Residents’ awareness and understanding of the role of a CAM can affect how they perceive their manager. The most incredible manager ever won’t be seen as capable if residents have expectations that are outside a manager’s responsibility.
The board is responsible for creating policies based on their vision for the community, while the management team simply executes those policies. However, a lot of residents mistakenly believe that the manager sets policy for the community. Therefore, when they are unhappy with a policy or rule, they respond by voicing dissatisfaction with the manager.
Sometimes residents don’t understand what they are responsible for in the community. Does the community pressure wash their front walkway, or is that the residents’ responsibility? Is management responsible for helping with storm preparation or snow removal in their driveways? Who cleans and maintains balconies on high-rises? New residents need to be walked through the roles and responsibilities of everyone in the community so they have the right expectations of their management team. It doesn’t hurt to remind long-term residents of those responsibilities from time to time either!
Great management and exceptional service are essential to the harmony and success of your community or building. To ensure that you get what you expect, you need a manager with the right support and the right personality. And, of course, you need to set the right expectations with residents about the role of management in your community. To learn more about what makes an excellent community manager, download our guide, Dream Team: The Key to Service Excellence, today!