Excellence in Service: Essential Duties and Objectives of a Community Manager
As part of the leadership team, ensuring that your community or building operates smoothly and remains financially sound is a top priority. Many boards enlist the expertise of community association managers to achieve this goal. While expecting quality service from your manager and their team is natural, it's important to ensure they have the right resources and skills to deliver the outstanding service your community deserves. Here are three crucial considerations to determine if your manager meets these standards.
Does the Community Association Manager Have Adequate Support?
No matter how skilled, community association managers can't handle everything on their own. The right level of support is essential for a CAM to meet the high expectations of your board and residents.
- Assistance from specialists in accounting, purchasing, vendor relations, and financial services
- Engagement of human resources experts to address staff-related matters, ensuring proper on-site staffing levels
- Continuous training programs to enhance management skills, align with industry standards, and stay informed about regulatory updates
- Access to a 24/7 customer care center for immediate information and assistance for both managers and the community
- Adequate administrative support, including assistant managers and clerical staff as required
- Utilization of modern technology and communication tools
Does Your Community Association Manager Possess the Right Personality?
Inherent traits like caring can't be instilled through training. Naturally compassionate individuals tend to go the extra mile for others. Managers with this quality take responsibility for the communities they work in, striving to serve board members and residents diligently.
Exceptional CAMs exhibit high levels of emotional intelligence (EQ), allowing them to connect with and assist people, including association members. Their empathy helps them understand others' perspectives. Further characteristics of managers with strong EQ include being forward-thinking, adaptable, resourceful, hospitality-minded, flexible, self-driven, and proficient communicators. These qualities make them trusted advisors for your board.
Emotional intelligence is also vital for a CAM's regional director. This person matches the right manager with each community, understanding the property's personality and selecting a compatible manager. Even the most capable manager may not excel if they aren't the right match.
Do Your Residents Understand the Community Association Manager’s Role?
The perception of a CAM by residents can influence how they view their manager's effectiveness. Even the best manager may be seen as inadequate if residents have unrealistic expectations.
The board is responsible for establishing policies based on their vision for the community, which the management team then implements. However, many residents mistakenly think that managers create these policies. Consequently, dissatisfaction with policies may lead to blame directed at the manager.
Residents may also be unclear about their responsibilities within the community. For instance, is the community responsible for pressure washing front walkways, or is it the residents' duty? Is the management team in charge of storm preparation or snow removal for driveways? Who is responsible for cleaning and maintaining high-rise balconies? New residents should be informed about everyone’s roles and responsibilities to set appropriate expectations for management. Periodic reminders for long-term residents can also be beneficial.
Effective management and exceptional service are crucial for the harmony and prosperity of your community or building. Achieving this requires managers with the right support, the right personality, and clear expectations regarding their role in the community.
