Author: kdub

in (01) Introduction

Please see EIO Cheat sheet

1100: Resident Portal

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in (11) Resident Portal

Intro Getting Started Impersonating an Account Linking Properties Tenant Accounts Additional Resources INTRO Our new Resident Portal was released on October 16, 2018 (our previous portal for homeowners and residents was called “Vivo Portal”) with new features for residents and board members. With the Resident Portal, homeowners or residents can see notices for their community,…

1003: Handling Programming Requests for CC

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in (10) Access Device Distribution/Programming

There are different ways we receive a programming request: Email, Phone, Chat, Mail, and in person. Certain information and steps must be followed to ensure we properly complete the request. Directory/Intercom Programming Work Orders Device Programming Work Orders (Fob, Card, Remote, Transponder, Access Card) Re-Programming Work Orders Directory/Intercom Programming Work Orders ***Please advise resident that…

Programming Outline Templates

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in (10) Access Device Distribution/Programming, Reference Documents

Check common area work orders to ensure there are no issues with programming/gates that we may need to advise the caller about. Always check profile to confirm who handles programming as it is not always Community Care. Advise every Owner/Resident that programming will take 1-2 business days. Only the H/O on title can make the request…

1001: Key/Access Device Distribution Checklist

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in (10) Access Device Distribution/Programming

Keys/Fobs/Clickers/Transponders/Gate Cards/Access Cards/Remotes If the Homeowner wants the device mailed to them: **(If devices are in a satellite office, please send request to MA to handle) CONFIRM OWNERSHIP: Only H/o’s can purchase devices –look up address in the SnapHOA Management App first. Unless the profile prohibits, others may purchase with owner’s written permission only. PROFILE:…

805: Makeup Time

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Make-up Time Policy All non-exempt Team Members can request to make up work time that is lost due to a personal obligation (e.g. heath, medical appointments, family member obligations, vehicle problems, etc.) Make-up Time cannot be requested for vacation time requests to avoid using vacation time. All make-up time must be requested via email (never…

804: Call Off/ Late Arrival Procedures

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Anytime you will be absent or late, you must provide as much notice as possible. Do not wait until the last minute or let us know after your start time. Even if it’s the night before or the middle of the night. We need as much notice to adjust other schedules and make other arrangements…

216: Logging off of the Phones to Step Away (outdated)

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Please be sure to check the 3CX Monitor before leaving the department for any reason (see below) and make sure that: At least 2 team members are actively logged in (available to take calls – “green”) No calls are in queue If you absolutely need to leave the department and this criteria is not met:…

802: Makeup Time/ Schedule Adjustment/ Time Off or Vacation Requests

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Make Up Time Employees have the option to make up time that has been missed without submitting vacation or sick time. These requests must be submitting in writing to your lead via email prior to the missed time. See SOP 805 – Makeup Time for more information. Schedule Adjustment The CC Department Calendar in outlook…

801: Punching In/Out, Time Sheet Adjustments, Lunch and Short Working Days Policy

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