SOP – Community Care

Introduction”

Department Overview (101)
- Hours of Operation
- Community Care Responsibilities

Answering the Call

First Impression (200)
- Welcome
- Build relationship
- Bring them back
Answering the Call (201)
- Using the Client List/Contact Reference Guide
  - Phone Extension List
- Calls from Board Members
- Overhead paging/holding calls
- Transfers to Associations with onsite staff
- Transfer to cell/other outside numbers
- Transfers to Community Care Reps
- **Marketing calls (potential HOA clients)**
EIO Board: Determining Employee Availability (202)
- Overview
- Determining Availability
- EIO Status Cheat Sheet
Call Types (203)
- Community Care
- Manager Assistant
- Community Managers
- Sr. Community Managers
- Accounting – Accounts Payable
- Accounting – HOA Staff Accounting
- Accounting – Accounts Receivable Billing
- Accounting – Collections
- Accounting – Cash Posting
- Accounting – Corporate
- Accounting – Escrow
- Human Resources
- Corporate Production Services (CPS)
- Administrative – Corporate
Telephone Etiquette (204)
- Proper Verbiage
- Terminating Calls – CC Leads Only
Scripts (205)
- General Call Scripts
- Rainy Day Call Script
- Work Order Request Calls – Homeowner/Resident
- Work Order Follow Up Calls – Vendor
- Work Order Follow Up Calls – Homeowner/Resident
- Move In Department Call Script
- Call Back Script
Call Screening (206)
- Warm Transfer vs. Cold Transfer
- Warm Transfer – How
- Calls for the Owner of Action
Incoming New Business Development Calls (207)
- Irvine Communities
- All other communities
Manager Assistant Calls (209)
- Onsite, Cottonwood, Irvine, and Branch MA
- Responsibilities of each group of MA
- Arch Applications (including Satellite Dish)
- Parking
- Clubhouse/Sport Court/Pool Reservations
- Status of deposit return for Arch/Reserv
- Paint Colors
- Escalated Non-Emerg Calls for Manager
- Assisting Board Members w/ VIVO Login
Alarm and Fire System Calls (211)
- Burglar Alarm
- Daily Test Signal Missed
- Fire Alarm
- Low Battery Signal
- Supervisory Signals
- Tamper Signals
- Trouble Signals
- Water Flow Detector
- Zone Trouble Signal
Board Meetings (212)
- General Info
- Check the Association’s Profile
- Board Meeting Website – Sharepoint
New Account/Terminating Accounts (213)
Red Associations (214)
- Definition of Red Association
- Typical Red Associations
- Atypical Red Associations
- Cost Centers
SNAPHOA by Action (217)

Work Orders

Maintenance (300)
- How to Open a Work Order
Emergency Rush Calls (301)
- How to Open a Rush Work Order
CC Emails (304)
- Introduction
- Step By Step Guide to Completing a CC Email (Resident Portal Requests or Emails Directly from Homeowner/Resident)
On Call (305)
- How On-Call Work Orders/Calls are Handled
Follow Ups (306)
- Effective Updates
- Follow Up Date and Instructions
- Manager Approvals when out of the office
- Escalation Process
- Bids
Work Order Procedures for Managers (307)
- Overview
- CCGENERAL,CCPRIORITY,AND WORKORDERUPDATES EMAILS
- Definitions
- Bids
- Work Order Follow-Up
- Manager Approvals When Out of Office
- Calls to Board/Committee Members
Follow Ups Reports (308)
- All Work Orders Due Today
- All Work Orders Due Yesterday
- All Work Orders Needing F/U Up to Today
- All Work Orders Needing F/U Up to Yesterday
- All Work Orders Opened the Previous Day
- Filling Out the Report Tracking Worksheet
Handling Leaks (Liquid or Gas),Remediation and Interior Repairs (312)
- RUSH/LEAK-REMEDIATION WORK ORDERS – DEFINITION
- HOW LEAKS/POTENTIAL LEAKS ARE HANDLED
- STEP 1: STOP THE LEAK
  - Gather Information ***Leak Outline Form***
  - Opening a Leak Work Order
  - Updating a Leak Work Order
  - Following Up on a Leak Work Order
  - Closing a Leak Work Order
- STEP 2: DRYOUT/REMEDIATION
  - Opening a Remediation Work Order
  - Updating a Remediation Work Order
  - Following Up on a Remediation Work Order
  - Closing a Remediation Work Order
- STEP 3: INTERIOR REPAIRS
  - Opening an Interior Repair Work Order
  - Updating an Interior Repair Work Order
  - Following Up on an Interior Repair Work Order
  - Closing an Interior Repair Work Order
- GAS LEAKS
Assigned Days for CC Emails (314)
- Responsibilities of Rep assigned to Emails
- When to log in and when to log off
Specific Work Order Issues(315)
- Health and Safety Concerns
- Birds
- Bees
- Contaminated pools
- Dead animal removal
- Irrigation – when is it an emergency?
- Pool lights out
- Work orders for Public Utilities
- Tree Trimming
- Termites in Fences

Accounting

Accts Receivable Gen Call Answering Guidelines (400)
- Only Speak to the Homeowner
  - *Written Consent to Speak to Non-Owner
  - *Deceased Owner
  - *Payment Info for Non-Owners
  - *Caller Claims to be on Title
  - *On Title but New Name (Married/Divorced)
  - *New Homeowner
- Check Account Status – Legal
- Check for Special Assessments
- Requests to Waive LC, interest & Other Fees
- Explanation of Account Balance/Requests for Breakdown of Account Charges, etc.
- Questions About Misc Charges/Fines/Fees
- Documenting Calls
- Communicating With Accounting
Statements and Coupon Booklets (401)
- General Information
- Billing Address
- Coupon Books
- Statements
  - *Resident Transaction Report/Ledger
- E-Statements
Vendor Inquiries – Accounts Payable (402)
- EMERGENCY CALLS FROM HOA VENDORS (THREATENING TO DISCONNECT UTILITIES OR DENY ESSENTIAL SERVICE DUE TO LACK OF PAYMENT)
- SEARCHING FOR A VENDOR INVOICE IN GRID – (Vendors that currently work for our HOA’s)
  - FASTEST WAY TO SEARCH
  - MOST ACCURATE WAY TO SEARCH
  - IF INVOICE IS NOT IN GRID
  - IF INVOICE IS IN GRID WITH NO CHECK
  - IF INVOICE IS IN GRID WITH CHECK
- GIVING W-9’s
- GETTING W-9’S: NEW VENDORS WE ARE USING FOR THE FIRST TIME, AND CURRENT VENDORS NOTIFYING US OF A CHANGE IN THEIR NAME OR ADDRESS
- NEW VENDORS WHO WANT TO WORK FOR OUR HOA’S
- CORPORATE ACCOUNTS PAYABLE (vendors who provide goods and/or services to Action, or Action employees seeking reimbursement)
Late Charges and Interest Charges (404)
- General Information
  - *Any Past Due Assessment Balance can be Late Charged
  - *LC Exception (balance < $1.00)
  - *Applied According to Collection Policy
  - *Applying Interest Charges
  - *No LC on unpaid Late or Interest Charges
- Grace Periods
- Removing a LC or Interest Charge
  - *Requests to Waive Legitimate Late or Interest Charges
  - *Requests to Waive Late or Interest Charges-Our Error
Assessment Payments (405)
- Pay Special Assessments
- Paying Normal Monthly Assessments
- Check Research – “Missing Checks”
- Stop Payment on Assessment Checks
- Bank Billpay/Auto-WD thru Owner’s Bank
- Credit Card Payments thru Vivo
- Recurring Vivo Credit Card Payments
- Miscellaneous Payment Information
- Check Posting
- Refunding Overpayments
- Requests to Transfer Funds to another Acct.
Collections (406)
- General information (PL/Lien/Legal)
- Collection Process Timeline
- How to Stop the Collection Process
- Collection Process for Special Assessments
Payabli Payment Processing (407)
- Online Payments
- Payabli Errors and Processing Issues

Escrow

Calls (500)
- Call Screening Questions
- Appraisal Information
- Pending Litigation
- FHA Approval
- VA Approval
- Ordering/Paying for Documents
- Credit Card Form Troubleshooting
- Checking status of Demands
- General Escrow Information and Balances
- Refunds after the close of Escrow
  - ACH Pmt refunds
  - Refund of other payments
- W-9 (Action Prop or Indiv HOA) Requests
- Certificate of Insurance Requests

Systems

EIO Board (600)
- Overview
- Opening EIO/Signing in as another Rep.
- Closing the EIO Board
- Opening the EIO Board after it has been Closed
- To Change Your Status
- Future Status
- To View the Status of any Employee
- Chatting
- Group Chat
- EIO Cheat Sheet
Management App (602)
- Searching for an association/work order/resident
- Association dashboard
- Lookup
- Insurance
- Vendors
- Work orders
  - New work orders (Unit)
  - New work orders (Common Area)
  - Updating existing work order
  - Closing a work order
  - Re-opening a work order
Outlook (605)
- Email Signature
- Changing Your Email Signature
- Deleting Auto-Fill Email Addresses
- Quick Parts-How to set up and edit
- Quick Steps – How to set up and edit
Outlook Quick Part and Quick Step Messages (606)
How to Fax (no work orders) (607)
Association Profiles (608)
- How to Locate The Profile
- Vendor Tab
- Customer Service Tab
- Additional Tabs
- Profile Transition – New Profile Information

Reception

Key Distribution (701)
- Key/Device Inventory
- Who Processes Requests
- How to Handle a New Request For a Key/Device
- Instructions For Receptionist: Processing A Request
- Vendor Requests
Acceptance of Subpoena or Legal Doc (702)
Opening Closing Procedures (703)
Deliveries (Recept.)(704)
Desk Layout (705)
Received Faxes (Recept.) (706)
Homeowner Payments (Irvine Recept.) (707)
Packages/Mail (Recept.)(708)
Service Elevator (713)
Etiquette, Visitors & Call handling (Recept) (714)
Entering Keys/Devices in “Access Control“ (1004)

Human Resources

Punching In/Out, Time Sheet Adjustments, Lunch and Short Working Days Policy (801)
Time Off or Vacation Requests/ Makeup Time/ Schedule Adjustment (802)
Call Off/Late Arrival Procedures (804)
- Absence
- Tardiness
Makeup Time (805)

Miscellaneous

Change of Address (900)
- Billing Address – General Info
- Billing Address Change Requests
- Secondary Mailing Address Requests/Changes
Exporting Client list to Excell (901)
- Converting The Client List
- Setting Up C.L. Change Notifications in Outlook

Access Device Distribution/Programming

Key Distribution (701)
Key/Device Distribution Checklist (1001)
Handling Programming Requests (1003)
Entering Keys/Devices in “Access Control” (1004)
Programming Outline Form

Resident Portal

Resident Portal (1100)
- Intro
- Getting Started
- Impersonating an Account
- Linking Properties
- Additional Resources

Table of Contents