SEARCH FOR AN ASSOCIATION/WORK ORDER/RESIDENT/TEAM MEMBER SEARCH
ASSOCIATION DASHBOARD
COMMUNITY CARE TAB
ACCESS CONTROL
ARCHITECTURAL
INSURANCE
ON CALL
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
***Always use Google Chrome when opening the SnapHOA Management App: mgmt.actionlife.com
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IT notes and full instructions for SnapHOA Management App usage are found at managementapphelp.com
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How to search for homeowner/association/work order
(Anytime that you are in an account you can always click on search icon (magnifying glass, circled below) on the top of SnapHOA Management App and pick the “Home” option. This will take you back to the home page (below). In addition, you can also search by either Association, Resident, Team Member, or Work order by clicking on the magnifying glass. You can also select the SnapHOA Management App symbol (top left of image below) to go back to the home page ).
Association Search
To look up a particular association, go to the left hand side of the SnapHOA Management App and type in the name of the association – see above image. You can also type the association code or any part of the name or the AKA (“also known as”) associated with that association. For example, Showcase Villa is also known as “Cypress Monterey.”
Team Member Search
To look up a particular associate/team member that is currently employed with Action Property Management you can start typing their name in the search bar (see above). When you click search you will see the information that is attached to their global contact info. The after hours cell phone numbers and email for the particular associate/team member can be found in that section as well.
Work Order Search
If you have the work order number, you can go to the left side of the SnapHOA Management App and type in the number and click on search.
Homeowner/Resident Search
There are multiple ways to search for a resident as you can see from the right side of the illustration above. Almost any information you are able to obtain from a caller or from an email can be searched: name, account number, email address, or the property address. You may also select the association under the resident search to filter the results (see below).
Once you have entered resident information to search, your results will appear like the example below. If you get many results, you can also search within the list using the search box on the top right, as shown below. In order to search for only current residents – check the box on the left (circled below).
Any time you click on an address, it takes you to that unit’s information tab, as seen below. On the left are tabs for information regarding the unit, residents, accounting, and work orders.
This page is also where you will see the status of the Civil Code 4041 form – whether the homeowner has submitted it (see above box in the middle).
Clicking an individual owner’s name on the right side panel will display any contact info saved for them.
If there has been a phone number or email address saved for the resident it will be listed here. Contact info can be edited clicking on green “+” button, shown below.
Clicking on the Resident Portal Account email address (if any) will pop up a window where you can view Resident Portal Account information and reset the user’s password if needed. This is located by selecting the “Options” button:
Select the Accounting tab on the left to view the unit’s Accounting Information and Statements (see image below). Click the question mark next to “Revo” for information to give callers asking about Revo phone payments. Clicking Pay By Mail on the “Options” panel on the right will pop up the information to give callers who want to pay via mail or using their bank’s bill pay service. Check the Account Information box on the right side of the page to make sure the homeowner is not in Legal status when discussing their ledger. The ledger is found in the “Account History” box.
Association Dashboard > Overview (see the illustration below)
- Client information – This will list all the general information such as the legal name of the community, website, location, Fiscal Year End, etc…
- Assessment Type (part of Client Information) – This gives you the frequency of the assessments (monthly, quarterly, etc.) and if the association sends out billing statements or if they send out annual coupon booklets. Those on coupons will have the coupon symbol next to the Assessment Type.
- Community volunteers (contact information shall not be disclosed to residents) – this will list all the board members and committee members. It will list their terms and position. Never give out contact information for board or committee members. This information is internal for Action to use in case we need to get a hold of a board or committee member.
- Occupancy Ratio – Many appraisers call to ask the occupancy ratio, do not disclose to anyone.
- Management information – this is where you can see who is attached to the association and are employed by Action. For example, the manager, senior manager, and staff accountant. (This is located on the right side of the profile – see screenshot above)
- Revo Information – This will tell you what their fees are for both one time payments and recurring payments, as well as echeck vs. credit card vs. AMEX payments (both one time and recurring). Notice you can always click on the yellow question mark by the title “Revo Information” and it will give you the information to relay to a homeowner/resident who needs to make a payment over the phone.
Association Dashboard > Community Care (see below illustration)
- Profile can be located by clicking on the “P” next to “What are you looking for?” and sort by category or topic to obtain association information. (Also see SOP 608: Association Profiles for more detailed information on this)
The Bull Horn is next to the association profile button. This is a quick reference for Community Care to be able to know how work orders are handled and if there are any urgent notices
that must be checked for that community.- Red = Community Care does not open or follow up on work orders.
- Yellow = You must search the profile for “Urgent Notice” before opening any work order. This is VERY IMPORTANT and must not be overlooked!!!
- Green= CC opens and follows up on work orders.
- Staff section – (Right column) you will see which staff is assigned to the account. For example, you will see the manager, manager assistant, staff accountant, senior manager, etc. You can also find the same information that is on the EIO board, such as the employee’s extension and status/availability.
- Accounting Notices/Notices – Used for accounting items and community wide notices for the association. It may also include documents that are general for all associations (which are labeled [All] in brackets as shown).
- Links –
This is located on the “Community Care” tab and is on the right hand side of the page. It is used to connect you with multiple resources and websites that are needed throughout the day such as the board meeting calendar. - Escrow Log – Escrow log is very helpful as it will allow you to see the status of escrow documents that have been ordered. Notice there is a blue circle with an “i” in the middle. If you click on this you will see more specifics for each order such as: when it was requested, what items have been ordered, notes related, etc.
- Litigation Disclosures – Not to be released to anyone by Community Care. Anyone requesting information regarding Litigation must email escrow@actionlife.com.
Insurance – (see below illustration)
You can find an Association’s insurance policy information on this tab. Provide caller with the phone number of the insurance agent, for either the Property Coverage or General Liability category.
On Call
This tab is to be used for any hours outside of Community Care’s regularly scheduled hours. (See SOP 305: On-Call for further information on On-Call and its procedures) The tab has two or three parts (see below examples). If the Association is part of the “On Call Rotation” there will be three columns. These include After Hours Procedures, Escalation Contacts, and a blue banner on the right hand side of the page with the list of the current On Call managers listed below it (see the Seabridge Village example #1 below). If the Association is not part of the On Call Rotation then there will be two columns with the After Hours Procedures and Escalation Contacts (see the Puerta del Sol example #2 below).
Example #1 – Seabridge Village – Part of On Call Rotation
Example #2 – Puerta del Sol – Escalation Contacts Only
-1st Part – After Hours Procedures
Used to explain a variety of procedures that relate to after hour calls. This should be used in conjunction with the profile and only for after hours issues. Please keep in mind that with a Red association we would not act based on this information. You should skip this information and go right to the 2nd part. If you are looking at a green or yellow association you should read through these items for the nature of the particular call you are on as well look at the profile and react accordingly.
-2nd Part – Escalation Contacts
Used for storing the after hour contact information and order of escalation. Keep in mind that if you see a blue ribbon message on the right hand side that says On call Rotation (such as in Example #1), then this association has an On Call manager that is to be used instead of proceeding with the escalation list.
-3rd Part – On Call Rotation/Blue Banner
If the On Call Rotation banner is present then you will follow the list below the banner and escalate through the rotation accordingly.
Work Orders
The Work Order tab on the bottom left is where you can view or edit all existing work orders for an Association or open a new work order. The list will show Common Area work orders and also work orders opened under a specific address (see address column below).
Use the search box on the right to find key words in the listed items below.
Click on the 
icon on the right to adjust which columns are displayed (see image below)
Opening New Work Orders
Opening a Work Order for a specific address:
- Go to the home search page. In the Address box on the right, enter the homeowner’s address, then click Search.
- Select the address from the results list.
2. Once you are on the page for the homeowner’s address, click Work Orders at the bottom left:
3. Next, click on the green “New” button to begin creating the work order:
4. Here you will enter the information that will be generated into the Work Order. Reference SOP 300: Maintenance for detailed instructions on creating Work Orders. (Reference SOP#312 Leaks/Remediation, SOP#1003 Programming Requests, SOP#305 On-Call and SOP#315 Specific Work Order Issues/ After Hours Parking and Towing Issues/ After Hours IT Issues for further instructions on specific types of work orders). The areas noted below will need to be edited before clicking Save:
5. The Vendor Information box will search the associations profile as you type in the name. A drop down list will appear as you type. Just select the correct vendor from the drop down list.
6. Once you click submit, you will see this screen showing the generated Work Order, which will then need to be sent to the vendor. From this page, you can also edit the Work Order/add updates, close the Work Order, download the Work Order, change the location from a specific address to Common Area, and read the log of activities on the Change Log.
7. To email work order. click download – PDF to get a copy of the work order, and follow proper procedure for emailing WO to vendor (See SOP 300) via Zendesk
To fax:
When you click Select Message Template, the following drop down list will appear. When you select a template, the text box below will be populated. The options to “include vendor link to update the work order online” and to “include PDF attachment” are automatically selected based on the template you choose (see items circled in second image below).
You will just need to add the fax number. See below.
8. To change the work order from a specific address to a Common Area work order or from Common Area to a specific address, click Edit Location:
Once the box pops up, you can select Common Area if it turns out the work order is not just for one specific unit or vice versa. If needed, the Association and Unit number can be changed as well:
When a change is made, it will be recorded in the Change Log only:
Opening a Work Order for common area:
1. First, go the to home search page. Enter the name of the Association:
2. Next, click Work Orders on the bottom left (circled in yellow below). Then click New (circled in yellow below):
3. From here, follow the same steps starting in #4 above under “Opening a Work Order for a specific address”:
Updating an Existing Work Order
1. From the home search page, enter the work order # in the Work Order Search box and click Go:
2. Click Edit to add an update. Do not click on “+add note” as this does not update the work order appropriately (see below):
3. Enter the update information into the text box under “New Note”. If the due date needs to be pushed out/extended, select Update Due Date and change to the appropriate date by adding the correct number of business days (depending on priority) or by choosing a specific date. Then click Update to save.
The update will show in the Notes (see example below):
Closing a Work Order
1. Once you have entered the work order # and are in the work order, change the status to “Closed”.