All incoming calls for the Irvine office, all satellite offices and Cottonwood Canyon Hills Community Association route through the Community Care Department. This is a general list (not exhaustive) of the types of calls handled by each department. The goal of Community Care is to answer 80% of calls without needing to transfer, so every effort should be made to assist the caller before transferring.
Community Care
- Common area maintenance (work orders)
- Basic homeowner billing questions
- Providing https://actionlife.condocerts.com/resale for ordering escrow documents
- Providing escrow@actionlife.com to those requesting information regarding pending litigation against an association
- Providing escrow@actionlife.com for any non-owner asking for the balance owed on an account at the close of escrow
- Providing the Insurance Agent’s contact information for both owners and non-owners requesting the Declaration Page of Insurance Coverage for the master insurance policy for each HOA (something often required by the owner’s lender annually)
- Directing h/o’s to the Resident Portal when they are requesting the Certificate of Liability Insurance (COI) for the insurance policy for each HOA (something often required by the owner’s lender annually) and providing the Insurance Agent’s contact info if the certificate is not on the Resident Portal
- Assisting homeowners with logging onto their association website and the Resident Portal
- Assisting homeowners by resetting their Resident Portal Password.
- Answering questions about community-wide projects (when information is provided on CC Tab)
- Providing change of billing address instructions to homeowners per civil code which requires the request to be in writing (Resident Portal, communitycare@actionlife.com, or letter sent to Irvine office)
- Assisting homeowners with making their request to have late charges or other fees waived (provide manager’s email so request can be presented to the Board for their consideration)
- Assisting homeowners with requesting a Payment Plan to get caught up on payments (provide manager’s email AND collections rep email so request can be presented to the Board for their consideration)
- Providing manager’s email address to request fees or charges be removed that may be due to an Action error
- Requests to have legitimately charged pre-lien or lien fees waived (provide email addresses for Manager and Collections Rep so request can be presented to the Board for their consideration)
- Providing Collection Attorney’s contact info to homeowners in Legal status
- Providing a ledger of account activity to homeowners
- Assisting HOA vendors with accessing locked areas
- Providing towing company information for auto retrieval (towing company can provide reason for tow) and manager’s email for towing disputes
- Parking Space # to homeowner (Verify home ownership) if information is on profile
- Directing vendors to register at http://www.getvived.com/client/action when they are interested in providing services to an association we manage
- Vendor calls requesting status on payment (use Invoices Dashboard)
- Providing key (and other access device) ordering information for devices that are distributed in the Irvine Office ONLY (calls for other regions are transferred to person listed on profile or MA)
- Providing Move-In Coordination email address (or occasionally transferring call)
- Assisting homeowners with obtaining architectural applications (by directing them to Resident Portal)
- Providing the association’s expected review period for Architectural applications
- Provide date of next board meeting by checking profile and verifying on Board Meeting Calendar
- Put homeowner who are looking for a new management company in touch with our New Business Development Team
- Providing information given on the Welcome Letter sent to new association homeowners that Action has just begun to manage (located on Community Care Tab > Accounting)
- Provide h/o’s or employees with the phone number for IT (949) 361-3257 (# on CC Cheat Sheet) for any issues that arise when IT is out of the office
- Providing email address for Administrative – (Corporate) individual that coordinates vendor Meet & Greet (please email, no calls)
- FHA Approval (check the profile for information first and the FHA notice on the CCare Tab before transferring to Manager)
Manager Assistant (also see SOP – 209 Manager Assistant Calls for more details)
See SnapHOA Management App for assigned MA
- Architectural application processing (including satellite dish questions)
- Exception: Manager takes the call when there is a dispute over the rejection of an application
- Parking – permits, safe listing, guest permits, etc.
- Exception: Check profile first under “Patrol” or “Parking” since sometimes residents must contact the patrol service directly, instead of going through the Manager Assistant
- Exception: Towing complaints go to the Manager (However the manager will need everything in writing, therefore you should first request that they send an email to the manager requesting reimbursement, along with any receipts; however, if they are adamant about speaking to someone then the call would go to a manager.)
- Parking Space # to homeowner (verify homeownership) ( Assistants don’t always have the parking space number therefore check with the appropriate assistant to see if they have the information; if not, the call may need to go to the manager)
- Reservations – clubhouse / facilities
- Exception: Check profile first before transferring call – occasionally another individual handles this responsibility. Some regions only accept reservation requests via e-mail.
- Status of deposit return for Clubhouse / Architectural
- Exception: Check profile first before transferring call – occasionally another individual handles this responsibility
- Exterior Paint Colors
- Interior Paint colors – refer caller to builder on profile
Community Managers
See SnapHOA Management App for assigned manager
- Explanation of increase in dues or other questions about the HOA budget (check Community Care > Accounting first for information)
- Owner account adjustments due to Action’s error (email preferred)
- Non-compliance questions/feedback
- Notice of Hearing
- CC&R/Rules and Regulations questions
- Board Members asking for manager
- Towing disputes (Must be in writing only)
- Voting/Ballot questions
- If owners wish to receive a copy of any documents for the community that is not available to the owner on Resident Portal they may email manager
- Community-wide projects (if no information been posted on Community Care tab)
Regional Manager
See SnapHOA Management App for assigned Regional Mgr
- Escalated Manager calls (if caller is upset with the manager/will not speak to the manager or Mgr Assistant) or Emergency calls when Manager is not available
- Board members asking for Regional Manager
Accounting – Accounts Payable
See Knowledge Base for staffing info
- Escalated A/P calls to Lead (warm transfer)
- Void/Reissue checks to vendors (email preferred or warm transfer to Lead)
- Confirm cleared vendor checks (warm transfer to Lead)
Accounting – HOA Staff Accounting
See SnapHOA Management App for assigned Staff Accountant
- Banking Institutions calling regarding a specific HOA’s banking matters
- Budget creation questions (from managers and board members)
- Questions about financial statement presentations (from managers)
- Developer billing
- HOA Tax return processing
- HOA audits
- Non-Owner payments to the Association
Accounting – Accounts Receivable Billing
See Knowledge Base for staffing info
- Special Assessment questions that cannot be answered with information on Community Care tab (including balance owed on any account with Special Assessment)
- Late charge processing
- Assessment coupon books (questions that cannot be answered by Community Care)
- Assessment statements (questions that cannot be answered by Community Care)
- Assessment e-statements
- ACH (Recurring Auto/Pay) Processing (questions that cannot be answered by Community Care)
Accounting -Collections
See SnapHOA Management App for assigned Staff Accountant
- Lien or Pre-Lien H/O questions if Community Care cannot assist (email preferred)
- Assisting owners in “Legal” status if Collection attorney is unresponsive.
Accounting -Cash Posting
See Knowledge Base for staffing info
- General A/R questions or procedural questions which cannot be answered by Community Care – Community Care should only be answering basic questions (email preferred)
- Owner requests for break down of account charges (prefer email)
- Research of cashed check not credited to h/o’s account (h/o required to provide front and back copy of check or transaction number for paperless checks)
Accounting – Corporate
See Knowledge Base for staffing info or sort EIO by “Corporate Accounting” group
- Vendors working for Action Property Management (not an association) requesting status on payment
- Action employees mileage/expense reimbursement
Accounting – Escrow
Sort EIO by “Escrow” group for staffing info
- Answering questions regarding documents already paid for and received
- Calls for status on ordered documents that are not on CCare Tab.
- Escrow calls that cannot be answered by Community Care -callers should always be asked whenever possible to communicate by email
Human Resources
See Knowledge Base for staffing info or sort EIO by “HR” group
- Employee Benefits
- Injury on the Job/Workplace Safety
- Timesheet Processing
- Payroll
- ADP log in
- Recruiting
- Employment Verification/General Inquiries
Corporate Production Services (CPS)
- Mass Mailers (processed and mailed from Irvine office)
- Association Envelopes
- Courier Services
- Records Storage
If someone calls in from FedEx, UPS, GSO, etc or MAYBE even an action employee looking for CPS (mail room) they are to be Warm Transferred to Betty Escorcia. If she is not available, read the static comment in her EIO. The 4 additional back ups in order are: Josh Heu, Elmer Madrid, Graham Gordon, & then Jesus Figuerora.
Administrative – Corporate
See Knowledge Base for staffing info
- Irvine facility maintenance
- Office supplies
- Business cards
- Vendor Meet & Greet