SOP – Community Care

301: Emergency Rush Calls

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by

kdub
in

How to Open a Rush Work Order:

Check the profile to see if the issue being reported is an HOA responsibility and if there are any specific instructions regarding handling these work orders.  If it is HOA responsibility, then proceed with the following process.

  • Check to see if a work order has already been opened for the issue. Check under the common area and under the individual address (if applicable).  If it has, enter the new information as an update – do not create a new work order. Ticket merging would also need to occur so there are no duplicate tickets. Make sure before you merge, that the requestor is the same (or in the same unit).
  • If no work order has been opened, a new work order should be opened and Priority Code selected:
    • Rush – Leak/Remediation
    • Rush – Community Care
      • Any emergency (other than leaks or remediation) for associations that are GREEN or YELLOW in the Mgmt. app.
    • Rush – Onsite
      • See instructions at the bottom of this document for Rush-Onsite work orders
  • If the issue affects only one unit, open the work order under the property address.
  • If the issue affects multiple units, open the work order under the common area.
  • Priority Code – choose Rush-Leak/Remediation (See 312 Handling Leaks & Remediation.doc) and (see #315: Specific Work Order Issues/ After Hours Parking and Towing Issues/ After Hours IT Issues), Rush-Community Care, or Rush-Onsite.
  • Due Date – should be changed to the next business day. This occurs automatically in SnapHOA Mgmt App and in Zendesk.
  • Notes–
    • Next, put the caller’s name and their relationship to the property (i.e. owner, tenant, etc.) and their contact information if this is a common area work order UNDER THE UPDATE SECTION (NEVER THE DETAILS SECTION). If the work order is for an individual unit, you do not need to include the resident’s name and contact information under updates as they are already listed as the contact, unless the resident has multiple contact methods or there are multiple contacts for the unit (i.e. Homeowner and Tenant). If it is a common work order you must include the address of the caller in the update section as well (if the vendor will need that information – if not, exclude it).
      • NOTE: For Common Area work orders, the reporting party should be asked if their contact info may be included in the work order in case the vendor we send has additional questions or needs more information. 
      • Description: Brief description of issue and an address/location MUST be referenced when it’s a common area work order.
      • Details: Include as many details and specifics as possible so the vendor fully understands what is being reported, by who, and what we want them to do: Inspect and advise asap, inspect and advise asap during normal business hours, inspect and address asap, inspect and address asap during normal business hours, or inspect and provide bid.
        • Note: Community Care does not have the authority to authorize work if it incurs a cost to the association; therefore, we ask them to “inspect and advise.” However, if the vendor is under a normal maintenance contract and the request is within the scope of that contract, Community Care may authorize them to address the issue during their next scheduled maintenance visit (for example: sprinkler repair, pool cleaning, pest treatment, lighting etc.).
    • If referencing the manager at any point in the work order, always refer to the manager by name.  For example, “Manager (Don).”  Since managers sometimes change it is helpful to know exactly which manager you are referring to at the time of the note.
  • Email or Call in the work order according to the profile instructions and document in the work order how it was sent (email or called in). 
  • After sending the work order, if you had to email it, call the vendor to  confirm receipt of the work order about 5-10 minutes later.
    • Document the name of the person who confirmed receipt of the work order. If possible, get an estimated time of arrival.
    • If you reach a VM, leave a message asking for confirmation of receipt and provide the HOA name, address/location, W/O number and our phone number.  Then add an internal note to the ticket asking the WOS team to please continue to confirm receipt and submit the ticket as OPEN assigned to Work Order Updates.
      • IF THE RUSH WORK ORDER REQUIRES MANAGER APPROVAL OR WE NEED TO ASK THEM FOR DIRECTION, WE MUST CHAT THE MANAGER ON ZOOM AND/OR CALL THEM TO GET APPROVAL/DIRECTION ASAP SINCE IT’S A RUSH. IF THE MANAGER IS NOT AVAILBLE, YOU CAN FOLLOW THESE STEPS WITH THE REGIONAL MANAGER. NEVER ESCALATE TO AN MA. REACH OUT TO YOU LEAD FOR FURTHER INSTRUCTIONS OF BOTH MGR AND RM ARE NOT AVAILABLE.
  • If the work order request was reported via email, email the homeowner to acknowledge that a work order has been opened using the work order confirmation macros in Zendesk and document that you contacted them in the work order.
  • Also see SOP 312 Handling Leaks & Remediation.doc for special instructions regarding emergencies related to leaks and remediation.

RUSH-ONSITE WORK ORDERS

  • Some of the associations have onsite staff that manages the day-to-day operations of the HOA. These associations are RED in the Mgmt. App and Community Care does not open work orders for these associations between the hours of 7am to 5pm Monday through Friday.  After 5pm refer to the instructions under the on-call tab in the Mgmt App.  However, occasionally homeowners/residents in RED associations go on the Resident Portal website and open work orders that get created in the Mgmt. App.  When a work order is received through the Resident Portal for a RED association, we must set the priority code to “Rush-Onsite”. State in the work order that you are forwarding it to the General Manager and carbon copying the Manager Assistant; respond to the owner/resident through the Management App using the “Resident Portal: W/O Response – Red HOA” template to let them know you have done so and that they will follow up. Once that is done, you must leave the work order open.  **Please note everything you did per the above instructions (including names).