SOP – Community Care

201: Answering the Call

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General Information

Every call should be answered in a professional, consistent, and helpful manner. 

Whenever possible, use the approved call scripts (see SOP 205: Scripts).

If Community Care is unable to resolve the caller’s request, transfer the call to the appropriate individual or department. The following resources can be used to determine who should receive the call:

  • SnapHOA Management App – Association contacts, including Managers, Regional Managers, Manager Assistants, Staff Accountants, and Collections Representatives.
  • Knowledge Base – Department responsibilities and routing guidance, found HERE
  • EIO/Zoom – Employee availability and phone extensions.


Before Transferring a Call

If the caller requests a specific team member:

  • Confirm which association they are calling about.
  • Verify the requested team member supports that association.
  • Check the team member’s availability in EIO (see SOP 202: Determining Availability). [INSERT LINK]
  • Transfer the call according to their status.
    • Most transfers should be cold transfers, unless otherwise noted. 
    • A “+” indicates the employee requires a warm transfer.

Communities with Onsite Staff

We provide management services to many communities that have an onsite team to support their daily operations. Most onsite offices have a direct telephone number that is used by residents.

Community Care should:

  • Assist the caller whenever possible.
  • If onsite assistance is required, provide the onsite office phone number for future reference.
  • Transfer the call to the onsite office.
     

Transfers to Cell Phones or Outside Numbers

Some employees may have instructions in EIO requiring calls to be transferred to a cell phone or outside number.

When this occurs:

  • Never provide the employee’s personal phone number to the caller.
  • Obtain the caller’s name and callback number before transferring.
  • If the employee is unavailable, leave a voicemail with the caller’s name and call back number.
  • Return to the caller and advise that a message has been left.
  • Ask if there is anything else you can do to assist them.
  • Offer the employee’s email address if the caller wishes to provide additional information.

Never transfer a call directly to an employee’s cell phone or outside voicemail unless specifically instructed in EIO.

Transfers to Community Care Team Members

If a caller requests a Community Care employee by name:

Do not transfer the call until you have determined you are unable to assist the caller

  • Most callback requests involve work order updates and do not require a transfer.
  • Update or close the work order if trained to do so, or submit a PRE when appropriate.

If the caller still wishes to speak with that employee:

  • Contact the employee through Slack.
  • Confirm they are available.
  • Warm transfer the call if accepted.

Do not intentionally transfer callers to Community Care voicemail 

  • Explain to the caller that since we work with time-sensitive issues, we do not want any information to go into a voicemail box

Manager Availability & Escalation

If a Manager is out of the office for one or more days (sick, vacation, etc):

Non-Emergency Requests

  • Encourage the caller to leave a voicemail or send an email.
  • The Manager will respond upon their return.

Emergency or Urgent Requests

  • Warm transfer to the Regional Manager.
  • If unavailable, contact another Regional Manager within the same region.
  • If additional assistance is needed, contact Community Care Leadership.

If the Manager is temporarily unavailable (lunch, inspection, meeting, etc.):

Non-Emergency Requests

  • Encourage the caller to leave a voicemail or send an email.
  • The Manager will respond upon their return.

Emergency or Urgent Requests

  • Attempt to reach them by cell.
  • If there is no answer, leave a voicemail explaining the emergency.
  • Escalate to the Regional Manager if immediate assistance is still required.
     

Calls from Board Members

Verified Board Members receive priority access to their Community Managers. If a Board Member requests to be transferred:

Before transferring:

  • Confirm the caller is listed on the Board of Directors on the HOA Dashboard.
  • If verified, transfer the call immediately.
  • No additional screening is required.
  • Warm transfer only if the Manager’s EIO status contains a “+”.

Note: Calling through the Board Member queue does not automatically verify Board Member status. The caller must be confirmed as a board member for this to apply.

Marketing Calls

Potential clients are important to Action’s continued growth. We must always answer each call with professionalism and enthusiasm. Marketing calls require special care.

When a caller is seeking information about management services: