CAI-NJ June 2021

MANAGEMENT TRENDS

Big or Small — Focus on Communication! By Denise Becker, CMCA, PCAM, Regional Director, Corner Property Management, AAMC

“Well, I tumble outta bed and stumble to the kitchen Pour myself a cup of ambition Yawn and stretch and try to come to life Jump in the shower and the blood starts pumping

Out on the street, the traffic starts jumping With folks like me on the job from 9 to 5” — Dolly Parton

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et’s stop for a minute and acknowledge the tremendous efforts of all of the community managers over the last 12+ months. We lived through 2020 with a new perspective on how we meet, make decisions, work, and co-exist. We discussed the resilience of managers and boards and applauded our versatility in getting the job done. We maintained our communities by continuing the work that needs to be done despite the past year’s road- blocks. We leveraged technology to virtually attend meet- ings, which has cut out those long hours driving to and from and setting up (It would be great to continue to hold at least some of those meetings virtually going forward!). Now that some of the past year’s restrictions have been eased or lifted, which has, in turn, helped to alleviate a few stresses, what is on the horizon for managers and the communities they serve? Where will the focus lie? Big or small, all community associations are made up of a broad group of people. They have different goals and expectations as an owner of a condo or townhouse. To help work out the expectations and the reality of the oper- ations, finances, governance, and management, the key is to focus on communication. When a condo or townhouse is purchased, the buyer is handed two things, the keys and a 3-inch (or more) book of their governing documents. It’s hard enough for managers to sift through it, imagine a first-time buyer! So

what should we as managers try to emphasize to our boards and residents?: Operations – What are the services owners receive for their maintenance fees? What can they expect in terms of insurance, utilities, repairs… are they expecting more than they are paying for? Timely communication to owners who question why they aren’t getting mulch this year, or what repairs v. replacements will be tackled in the coming budget cycle. Finances – Be realistic about what owners are paying in relation to what they are getting. Fixed versus discretionary costs should be explained to the community. Managers are not magicians. They can’t increase services without increas- ing fees. Plan a community attended budget meeting to explain the line items and highlight where increases were made to expenses and how the association fees align with the budget. Educate the owners that no two associations are the same, whether they are a big community or a small condo building, it all depends on services and amenities on how the fees are calculated. Governance – Communication goes a long way. Proper notice of rules and regulations, fair enforcement and fining practices, ample time to cure, offer ADR [What is ADR?]. A system of fines resolution along with a published ADR/ Alternative Dispute Resolution is paramount to communicating

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