SOP – Community Care

Author: kdub

  • 400: A/R General Call Answering Guidelines

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    Only Speak to the Homeowner *** VERY IMPORTANT*** Written consent to speak to non-owner Deceased owner Payment info for non-owners Caller claims to be on title Caller is on title but has new name (married/divorced, etc.) New homeowners Check Account Status – Legal ***VERY IMPORTANT*** Check for Special Assessments ***VERY IMPORTANT*** Requests to Waive Late…

  • 307: Work Order Procedures for Managers

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    OVERVIEW Community Care is designed to be the first point of contact for all incoming calls.  In addition to answering general association and account questions, Community Care is responsible for opening work orders for service and maintenance calls/web requests and dispatching vendors. Community Care handles the following work order related tasks: Incoming work order requests…

  • 315: Specific Work Order Issues

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    Special handling work order issues: Health and Safety Concerns (general info) Birds Bees/Wasps Contamination of Public Pools (FECES/ VOMIT/DEAD ANIMALS IN THE POOL) Dead Animal Removal Irrigation:  What is an emergency and what isn’t? Pool lights out Work Orders for Public Utilities Tree Trimming Termite Activity in Fences HEALTH AND SAFETY CONCERNS (general info) Any…

  • 314: Assigned Day for CC Emails

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    Please also reference SOP 304 – CC Emails Community Care is responsible for 3 email folders. CC Priority, CC General, and Work Order Updates. We rotate the responsibility of overseeing these emails and making sure the emails are completed in a timely manner daily within our department. You may view the “CC Email Schedule” under…

  • Multiple Unit/Single Unit Leak Outline Form

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    Ask all applicable questions and include the answers in the work order: When was the leak first noticed? Approximate size of the leak and amount of liquid? Location Which room(s) are affected and where specifically within the room (floor, ceiling, wall, etc.) What is located above/behind/beside the water intrusion area (another unit, roof, landscape planter,…

  • 312: Handling Leaks (Liquid or Gas), Remediation, and Interior Repairs

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    RUSH/LEAK-REMEDIATION WORK ORDERS – DEFINITION Leaks (or potential leaks) and remediation are the first priority of Community Care.  The Community Care Work Order Specialists run a special report for these work orders daily so that the progress of the work can be monitored very closely.  There are 2 main types of leaks that pose extreme threats…

  • 309: Jenark Work Order Reports

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    To create an open work order report for a specific association, the following procedure should be followed. Managers should generate these reports themselves and this SOP can be forwarded to any manager who wants to know how to generate this report: Report #16 – Work Order Pending Report (This report is for OPEN w/o’s ONLY)…

  • 308: Follow Up Reports

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    Always check H:Drive ->Community Care-> Follow Ups to see what days are currently being followed up on. To print report of ALL work orders due today. Residential -> Residential Work Orders -> Query/Reporting (top right) -> Reports Select “Report #16 Work Order Pending Report”. Export the report to “Word”. “Ctrl – F” will bring up…

  • 306: Follow Ups

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    EFFECTIVE UPDATES There are 3 ways to receive an update for a work order: Vendor: Contacting the assigned vendor to request an update for a work order.  Manager:  Managers should only be contacted when a work order is pending with them or it’s necessary.  Homeowner/Resident: The reporting contact will sometimes reach out asking for status…

  • On-Call Work Order Outline Form

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    AFTERHOURS: Date/Time it was reported per the Call Center Messages Report CALLER: Name of caller (Enter phone # only if there are multiple contacts or contact methods for resident) ADDRESS/LOCATION: (Only if this is a common area work order) PER CALLER: Document the message the homeowner left with our answering service (located on the on-call report)…