Author: kdub
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305: On-Call
How On-Call Work Orders and Calls are Handled Community Care answers calls during the business hours of Monday through Friday, 7am-6pm. We also have an after-hours rep who are part of the Community Care team who answer calls on Saturday and Sunday, 7am-3:30pm. When homeowners/residents call us outside of our business hours, they have two…
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304: CC Emails
Introduction Step-by-step guide for how to properly complete a CC Email INTRODUCTION – Emails in Five9 Inboxes that are in Five9 for Community Care: CC Priority – ccpriority@actionlife.com, communitycare@actionlife.com CC General – ccgeneral@actionlife.com CC Programming – ccprogramming@actionlife.com Rush Leaks – rushleaks@actionlife.com Each of the above email addresses will be its own skill, AKA queue. If…
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301: Emergency Rush Calls
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…
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300: Maintenance
How to Open a Work Order: Every call will begin with verification of the homeowner’s or resident’s name, address, and contact information, including the email address. The address will be looked up in SnapHOA Management. to verify that Community Care opens work orders for the association in question (“green” – yes; “red” – no; “yellow”…
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215: Move Procedures for CC Phone Reps
ANSWERING THE CALL Every association handles moves differently. If you get a caller who has questions related to move-in and move-out procedures, make sure you are checking the profile for who to refer your caller to. If there is no information on the profile, please direct your caller to the Manager Assistant. Do not attempt to…
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214: Red Associations and Cost Centers
Red Associations Definition: An Association is “Red” if they have a red bullhorn symbol next to the profile in Mgmt app. The red indicates that Community Care does not open or follow up on work orders for that association. However, here are a few exceptions: Homeowner creates a work order on the Resident Portal. When this…
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213: New Accounts/Terminating Accounts
Occasionally an HOA Board may choose to seek management services elsewhere. When an account leaves, it is called a “terminated account”. Other times, an HOA will leave their management company and select Action to provide management services. They are a “new account.” It is important to keep track of all accounts as they come and…
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212: Board Meetings
GENERAL INFORMATION Typically associations have a Board Meeting monthly, bi-monthly, or quarterly. CHECK THE ASSOCIATION’S PROFILE The profile will have an entry labeled “Next Board Meeting” where you will be able to find the general information such as, when the board meets, where the board meets, and what time the board meeting takes place (both…
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211: Alarm and Fire System Calls
Many associations have alarm systems usually for the fire and occasionally burglar alarm systems. Alarm monitoring groups are required to call and notify Action of any error conditions, even if they only occur once and clear quickly. When troubleshooting error conditions, ask probing questions to determine the severity of the situation: Burglar Alarm Daily Test…
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209: Manager Assistant Calls
The Manager Assistants are administrative assistants for our associations and portfolio Property Managers. Please note this does not mean they are a back up to the manager; they DO NOT handle what the manager handles. There are basically 4 groups of Manager Assistants at Action Property Management. Here is a brief breakdown of how Community…