Category: (03) Work Orders

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…

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…

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…

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)…

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…

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…

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…

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…

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…