SOP – Community Care

701: Key/Device Distribution

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  • KEY/DEVICE INVENTORY
  • WHO PROCESSES REQUESTS
  • HOW TO HANDLE A NEW REQUEST FOR A KEY/DEVICE
  • INSTRUCTIONS FOR RECEPTIONIST: PROCESSING A REQUEST
  • VENDOR REQUESTS

KEY/DEVICE INVENTORY

It is important we always establish where Inventory is kept in order to know how to proceed. In order to do this, you will need to check the profile. 

  • If Inventory is in any other office other than the Irvine Office, please forward the request to whoever the contact is per the profile. If there is no contact listed, forward to MA. We should not relay any information as the proper contact will need to provide all details including if they have inventory or if an appointment needs to be scheduled as other office hours may vary. 
  • If Inventory is in the Irvine office, we may proceed with assisting on obtaining keys/devices. 

Key inventory as well as Pre-Programmed devices (devices that don’t require any additional programming once purchased) that are distributed in the Irvine office are filed in the Lobby with the Receptionist by Association. 

We have a Key Log with all inventory for Irvine listed. This Log is located under Links in SnapHOA Management App as well as in the T:Drive -> Community Care -> Inventory & Logs -> Key Log. This log gets updated as keys/devices get pulled for distribution. Whoever pulls the key/device from inventory is responsible for updating the Key Log. However every other Friday, the receptionist will count and double check inventory to make sure the Key Log is accurate.

When inventory is low, anything below 5 or what is outlined on the profile, a work order will need to be opened to order more keys/devices. The Receptionist at the Irvine Office will be responsible for ordering any keys/devices that are kept at the front desk.

WHO PROCESSES REQUESTS

All requests with payment for keys/devices that Community Care has inventory for per the Profile and Key Log will be processed through the Receptionist. This included mailed in requests with payment. 

Emailed requests from Managers/Assistant Managers to mail a key/device free of charge will also be sent/forwarded to Corporatereception@actionlife.com so it can be processed. 

HOW TO HANDLE A NEW REQUEST FOR A KEY/DEVICE

Please also see 1001: Key/Device Distribution Checklist for a quick summary.

  • First thing you will want to do is ask the resident for their Property Address to verify what HOA they are in.
  • Check the Profile to determine where Inventory is located and again only proceed if Inventory is in the Irvine Office. If Inventory is at any other office, please forward the call/email to the contact listed on the profile for keys/devices. If no contact is listed, forward to MA. 
  • Verify if we have Inventory of the key/device the resident is requesting by checking the “Key Log” located under the Links tab in the SnapHOA Management App. If it shows we have less than 10 keys/devices at the front desk, please chat/call the Receptionist who can verify we have what the resident is requesting.
    • Anytime we don’t have inventory of a key/device, you will email the request to the Receptionist so that they may contact the resident once Inventory is received. 
  • Verify on the Profile what the instructions are for purchasing/distribution of keys/devices. You will find the cost, if any form(s) are required, if there any restrictions on the amount of keys/devices they are allowed to have, etc. 

 

INSTRUCTIONS FOR IRVINE RECEPTIONIST: PROCESSING A REQUEST:

Note: Any of the following information is for informational purposes. The processing of a payment and mailing of devices applies to our in-person receptionist, not our remote phone receptionists:

  •  Confirm Ownership in SnapHOA Management App: Only Homeowner’s on title can purchase keys/devices. As long as there are no restrictions on the profile, tenants and other residents can pick up/purchase new keys/devices as long as written authorization is received listing them by name by the Homeowner on title via email, Fax or a physical letter. Verbal authorization will not be accepted. Some Associations will have a specific Authorization Form. Check the notes section in the SnapHOA Management App as well as the saved attachments to determine if an Owner Authorization Letter is already on file.
    • Mailed in Requests: If the request was mailed by a non-homeowner and no authorization was provided, we can contact the owner or whoever requested the key/device and inform them that authorization is needed.  You will need to note their account. If no contact information is available, please ask for direction from your Lead to see if we need to send it back or if we could still process the request.
    • If the Owner has recently purchased a property but is not listed in management app, they CAN still purchase a device. They must provide proof of ownership (a deed/title to the property listing them as an owner). 
  • Photo ID: Must be presented for all requests made in person. The name will need to match the name on title or on the authorization letter. 
  • Profile & Inventory: Check Profile for cost and distribution info including any form(s) that may need to be included. Double check there are no restrictions.
    • Mailed in Requests: If there is a form that is necessary and it was not included, please contact the resident and advise them of what we need in order to process their request. Note the account. If you need a device from the back with CC, please chat one of the Work Order Specialist to bring up the requested device(s).  
    • In Person Requests: If inventory is in the back with CC, please call/chat one the Work Order Specialist to bring up the requested device(s). If no one in the WOS team is available, chat the CC Phone Reps to get assistance. 
  • Payment/Check: We only accept check or money order. Check/Money Order should be made payable to the association and NOT payable to Action. However, if we receive a check that is made payable to Action, you may still process it. If the payee is anything different from the HOA name or Action, it will need to be returned to the sender if it was mailed. A courtesy call should be placed to give them a heads up and the account will be noted. Escalate any issues with payment to your lead.
  • Certified Mailing Fee (for mailed requests): Payment must include $5.00 (or any other specified amount on the profile for certified mail) for the certified mailing fee. We do not send through regular mail so that is not an option unless authorized by the Community Manager or a Senior.  If a request is received without the Certified Mailing cost, please check the document named “No Certified Fee List”  located in the Receptionist folder in the H:Drive in the “Recept. References” folder.  If the HOA is listed on the list, you may process the request with no Certified Mailing Fee. If the HOA is not listed on this document, you will need to contact the resident to ask if they would like to come in person to pick up the requested items or if they will be mailing the additional certified mailing fee. We will follow up a 2nd time after 1 week and if still no response or additional payment received, please escalate to your lead for further direction. Note the account. 
  • Programming W/O : If you are mailing out or providing a device that requires programming, you will need to open a programming work order under the address. Please see SOP 1003 Handling Programming Requests and Programming Outline Form  to process work order. Make sure to inform the resident that programming will take 1-2 Business Days. 
  • Processing Payment:  The Payment will be noted in the SnapHOA Management App under the Accounting Tab. To the right you will click where it says “Payment Receipt” and the following screen will come up. You will select “Misc Payment” and fill in the Description (Key Fee or Gate Opener Fee), Dollar Amount and Check Number as you see in the picture below. This process will create a note in Account History Log in SnapHOA Management App. Once you click on Create, a window with the Payment Details will come up where you have the option to print a Receipt or an A/R Receipt. If the resident is in the office and would like a receipt, print the receipt and provide it to them. If not, no need to print it. You will then have to click on “Print A/R Receipt” as this is the form you will need to attach the check to for processing. You will  place the A/R Receipt with the check attached in the hang folder at the front desk  labeled “Cash Posting”. 

  • Document: Once everything has been processed, make a note under the H/O’s account with the CK #, amount and what was requested and where you mailed it our if mailed, adjust the Key Log and enter key/device under Access Control section in the Mgmt. App (See 1004 Entering Keys/Devices in “Access Control”). Key log is located: Community Care ->Inventory & Logs -> Key log.
  • Mailing Keys/Devices: If you are mailing out the key/device, you will need to fill out the “Special Mail Form (Irvine Office Only).  Fill out all information at the top (Association, Name, HOA Code, & Date) and then you will check both the “Send via Certified Mail: and “Send to Mailing Address” and then you will fill in the information for who you are sending this to.
    • CPS will return the Mail Form to you so that you can note the tracking information in the notes section of the H/O’s account or in a work order. 
    • Make sure you add a note anywhere on this page of the property address if the name of the person or the mailing address is not in SnapHOA Management app. This will ensure that when you get the Mail Form back, you know which account to note. 
    • The Receptionist will keep the forms up at the front desk usually until the next batch is received and then they can be thrown away. We keep them for a while in case we need to reference something. 

 

***If a Manager or someone requests to have a key/device ready for a vendor or homeowner (whether it’s free of charge or they have to pay, it gets entered into the package log (708 Packages) and a signature must be obtained. All the above process must still be followed unless otherwise instructed. ***

VENDOR REQUESTS

  • If you are processing a key/device request for a vendor that doesn’t require programming, you will still need to open a Common Area work order, note the request and whether they came into the office to pick it up or it was mailed out, and then close the work order. This is so that we have record of the request, have somewhere to note the tracking number if mailed and also a report is ran at the end of the month so we can charge the Association.  The following MUST be followed when opening this work order even if no programming is required:
    • Reported by: Name of Mgr, Assistant Mgr. or whoever has requested the key/device for vendor
    • Description: Vendor key or Remote
    • Received By: Your name/initials
    • Priority Code: RCC (Rush – Comm Care)
    • Maint Code: GATP (Gate Programming)
    • Vendor: GPC003 (Gate Programming Community Care)