{"id":194,"date":"2018-01-11T16:57:45","date_gmt":"2018-01-12T00:57:45","guid":{"rendered":"https:\/\/wp.actionlife.com\/sopcommunitycare\/?p=194"},"modified":"2026-04-02T13:54:54","modified_gmt":"2026-04-02T21:54:54","slug":"307-work-order-processing-and-follow-up","status":"publish","type":"post","link":"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/11\/307-work-order-processing-and-follow-up\/","title":{"rendered":"307: Work Order Procedures for Managers"},"content":{"rendered":"<p><span style=\"text-decoration: underline\">OVERVIEW<\/span><\/p>\n<p>Community Care is designed to be the first point of contact for all incoming calls.\u00a0 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.<\/p>\n<p>Community Care handles the following work order related tasks:<\/p>\n<ul>\n<li>Incoming work order requests from homeowners\/residents\/tenants (calls\/emails\/Resident Portal),<\/li>\n<li>Incoming work order requests from managers or manager assistants\u00a0 (calls\/emails\/Action Lists through SNAPHOA APP),<\/li>\n<li>Work order follow ups and requests to close out.<\/li>\n<\/ul>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong><u>COMMUNITYCARE, AND WORKORDERUPDATES EMAILS<\/u><\/strong><\/p>\n<p>Two Email inboxes have been created to allow Managers, Owners\/Residents, and Vendors to communicate with Community Care via email.<\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><a href=\"mailto:CommunityCare@actionlife.com\">CommunityCare@actionlife.com<\/a> is the email we use internally and externally. This inbox is where all new work order requests come into and any other requests such as for billing, access, parking, etc. Additionally, work order requests submitted by owners\/residents through the Resident Portal website by homeowners\/residents are also routed here<\/li>\n<\/ul>\n<\/li>\n<li>\u00a0<a href=\"mailto:Workorderupdates@actionlife.com\">Workorderupdates@actionlife.com<\/a> is the inbox used for existing work orders ONLY.<\/li>\n<\/ul>\n<p>Each are defined and explained below.<\/p>\n<p><strong>Definitions<\/strong><\/p>\n<ol>\n<li><strong><a href=\"mailto:CommunityCare@actionlife.com\">CommunityCare@actionlife.com<\/a> \u2013 <\/strong>Rush requests will be processed <u>same day or within 4 hours.<\/u> Non-urgent requests are typically handled within <u>2-5 business days<\/u>.\n<ul>\n<li><strong>Rush Requests:<\/strong> Vendor will be sent asap. The Rush work order will be opened, emailed (depending on profile instructions), and <u>called into the vendor for confirmation of receipt after emailing and for dispatch<\/u>.\u00a0 Follow up on \u201cRush\u201d priority work orders will occur every 1-2 business days. See SOP 306.\n<ul>\n<li><strong><span style=\"color: #ff0000\" data-darkreader-inline-color=\"\">Any urgent, property threatening, or safety emergency that requires <u>immediate attention<\/u> MUST BE <u>CALLED IN<\/u> TO COMMUNITY CARE (EXT. 2030)<\/span>. An email to CommunityCare may also be sent containing the details, but a <u>phone call is also necessary<\/u>.\u00a0 <span style=\"color: #ff0000\" data-darkreader-inline-color=\"\">These requests will be <span style=\"text-decoration: underline\">handled immediately<\/span> according to the manager\u2019s specific instructions.<\/span><\/strong><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li><strong style=\"text-indent: -1.5em\"><a href=\"mailto:Workorderupdates@actionlife.com\">Workorderupdates@actionlife.com<\/a> &#8211;<\/strong><span style=\"text-indent: -1.5em\"> Updates are normally handled within 24 hours. All work order updates should be communicated by replying to the email\/ticket sent to you or by adding an internal note to the ticket in Zendesk.\u00a0<\/span><\/li>\n<\/ol>\n<p>Community Care Reps must check the bullhorn color and check the HOA profile before opening a work order and before every follow up to see if there are any special instructions for work orders.<\/p>\n<p>When a work order is being sent, we are to email the work order to a vendor ONLY if there is a specific email listed that says it&#8217;s for work orders. If there is no email address that says is for work orders or if there is any other email address listed but it does not say it&#8217;s for work orders, we MUST DEFAULT TO CALLING INTO THE VENDOR.<\/p>\n<ul>\n<li>When you call the vendor, you can always ask if they have an email address we can use for work orders and if there is, email it to your supervisor so it can be added to the profile.<\/li>\n<li>For follow ups when there is no email listed specifically for work orders, we must always CALL the vendor to get an update.<\/li>\n<li>Sometimes there are email addresses listed on the profile for a vendor, but unless they are <u>specifically marked for work order use<\/u> they should not be used to send or follow up on work orders.<\/li>\n<\/ul>\n<p><strong>Bids<\/strong><\/p>\n<ul>\n<li>After a work order has been sent and a bid is received from a vendor, Community Care will document the bid information in the work order, add the bid to the attachments for the work order, and will email the bid and corresponding work order to the Manager.\n<ol>\n<li>Manager will respond to Community Care with approval or the estimated decision date (next Board Meeting or estimated date if requires Action Without a Meeting).<\/li>\n<li>Community Care will contact homeowner\/resident and continue follow up efforts accordingly. (See <a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/11\/306-follow-ups\/\" target=\"_blank\" rel=\"noopener noreferrer\">306 Follow Up<\/a>\u00a0for more information on the follow up process)<\/li>\n<\/ol>\n<\/li>\n<li><span style=\"color: #ff0000\" data-darkreader-inline-color=\"\">If it becomes necessary to obtain additional bids, the Manager must use the standard bid process and request bids through the Manager\u2019s Assistant.<\/span>\n<ol>\n<li>Community Care shall be notified that the Board has \u201cgone to bid\u201d so Community Care can update the work order and homeowner\/resident as well as reassign the work order to \u201cManager&#8221; until a decision is reached. Managers must always provide an estimated decision date so that the follow up date can be set accordingly and the homeowner\/resident can be notified.<\/li>\n<li>Community Care will continue follow up efforts accordingly. (See <a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/11\/306-follow-ups\/\" target=\"_blank\" rel=\"noopener noreferrer\">306 Follow Up.doc<\/a> for more information on the follow up process)<\/li>\n<\/ol>\n<\/li>\n<li>Bid approvals:\n<ol>\n<li>If the MANAGER approves the bid and NO signed contract is necessary:\n<ul>\n<li>The Manager can email Work Order Updates if there is already a work order already opened for the work or they can email CommunityCare@ if a work order approving the work needs to be opened.<\/li>\n<li>Community Care\/ Work Order Specialist Team will update the work order, add the bid to the attachments for the work order, send the update to the vendor, and contact homeowner\/resident (as applicable) to provide update.<\/li>\n<li>Bid approvals for rush leak\/remediation priority work orders require that Community Care call the vendor to confirm receipt of the updated work order and approval.<\/li>\n<\/ul>\n<\/li>\n<li>If the BOARD approves the bid and signs the bid\/contract:\n<ul>\n<li>The Manager will provide the signed contract to the Manager\u2019s Assistant for faxing to the vendor.<\/li>\n<li>The Manager will email Work Order Updates if a work order is already opened or CommunityCare@ if a work order is not already open. Manager to provide approval details, \u201cOn &lt;date&gt; the Board approved proposal from &lt;Vendor Name&gt; in the amount of &lt;$.00&gt;\u201d.\u00a0 If there is a bid number, we must include that information.<\/li>\n<li>Community Care\/ Work Order Specialist Team will update the work order, attach the signed bid\/contract to the work order, send the update to the vendor and contact homeowner\/resident (as applicable) to provide update.<\/li>\n<li>Bid approvals for rush leak\/remediation priority work orders require that Community Care call the vendor to confirm receipt of the updated work order and approval.<\/li>\n<\/ul>\n<\/li>\n<li>In addition, all <u>signed contracts<\/u>:\n<ul>\n<li>Manager to scan and save all <u>signed<\/u> bids\/contracts to H drive (Manager\/Manager\u2019s Assistant)<\/li>\n<li>As appropriate, Manager to send bid accept letter to vendor (mail\/fax\/email) (Manager\/Manager\u2019s Assistant)<\/li>\n<\/ul>\n<\/li>\n<li>Community Care will continue follow up efforts accordingly.<\/li>\n<\/ol>\n<\/li>\n<li>If a bid is denied or indefinitely tabled by the Board, the Manager will call the homeowner\/resident to explain the Board decision or a letter gets sent to the homeowner\/resident. In addition, the manager should reply to WOU or update the ticket with the denial information, \u201cOn &lt;date&gt; the Board denied the proposal from &lt;Vendor Name&gt; for &lt;reason&gt;.\u00a0 Please close work order.\u201d\n<ul>\n<li>Community Care will update the work order with the Board&#8217;s decision and close the work order. Community Care does not contact homeowners\/residents to relay this information as this is the Manager&#8217;s responsibility.<\/li>\n<li>Any item that needs to remain on the Manager\u2019s radar for future action should be added to the Manager\u2019s Action List.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/strong><\/p>\n<p><strong>Work Order Follow-Up\u00a0 (Please also see <\/strong><a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/11\/306-follow-ups\/\" target=\"_blank\" rel=\"noopener noreferrer\">306 Follow Up<\/a>\u00a0<strong>for more information)<\/strong><\/p>\n<ul>\n<li>Work orders will remain open until the work is complete or a denial is received from the Board.<\/li>\n<li>Community Care begins follow up on <span style=\"text-decoration: underline\">Normal Work Orders<\/span> five (5) business days after the work order was opened.\n<ul>\n<li>Initial follow up begins with the Vendor or Manager (depending on who the work order is assigned to). Updates from Vendors\/Managers are entered into the work order.\n<ul>\n<li>If the work order was generated by a resident, Community Care contacts the resident within 5-8 business days of the open date.<\/li>\n<li>If we\u2019ve received a response from the Vendor\/Manager that the work was completed, we advise the resident that we\u2019ve been notified the issue was addressed and are closing the work order. If they have questions they may call our office.\u00a0 The work order is then closed.<\/li>\n<li>If we have not heard back from the Vendor\/Manager, we advise the resident that we have contacted the Vendor\/Manager but we want to touch base with the resident to confirm if the matter has been resolved.<\/li>\n<li>Residents must be contacted within 5 \u2013 8 business\u00a0 days of the open date regardless of our contact with the assigned Vendor\/Manager.<\/li>\n<li>If the work order was generated by Manager, the work order will be closed upon Vendor notification of completion. No update to the Manager is required unless the work order specifically requests it.<\/li>\n<li>If a Vendor\/Manager does not respond to update requests, the work order will be escalated for assistance.\u00a0 Please see SOP 306 for the correct escalation procedures.<\/li>\n<\/ul>\n<\/li>\n<li>Community Care continues follow up every 5 business days thereafter until a status is received.<\/li>\n<\/ul>\n<\/li>\n<li>Rush Work Orders:\n<ul>\n<li>Community Care begins follow up on Rush work orders 24 hours after the work order was opened.\n<ul>\n<li>Initial follow up begins with the Vendor\/Manager. Updates from Vendors\/Managers are entered into the work order.\n<ul>\n<li>If we\u2019ve received a response from the Vendor or Manager (depending on who the work order is assigned to) that the work was completed, we advise the resident that we\u2019ve been notified the issue was addressed and are closing the work order. If they have questions they may call our office.\u00a0 The work order is then closed.<\/li>\n<li>If the work order was generated by a resident, Community Care contacts the resident within 24 hours of the open date to ensure the matter has been resolved.<\/li>\n<li>If the matter is no longer urgent (running water has been stopped, gone to bid, parts on order, etc) but there is still work to be done, the work order will be changed to a Normal status.<\/li>\n<li>If we have not heard back from the Vendor\/Manager, we advise the resident that we have contacted the Vendor\/Manager but we want to touch base with the resident to confirm if the matter has been resolved.<\/li>\n<li>If the work order was generated by Manager, the work order will be closed upon Vendor notification of completion.\u00a0 No update to the Manager is required unless the work order specifically requests it.<\/li>\n<li>If a Vendor\/Manager does not respond to update requests, the work order will be escalated for assistance.\u00a0 Please see SOP 306 for the correct escalation procedures.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Community Care continues follow up every 2 business days thereafter until a status is received.<\/li>\n<li>Community Care will escalate the follow up request to the Senior Manager if we have not received a response after 2 attempts.\u00a0 See SOP 306.<\/li>\n<\/ul>\n<\/li>\n<li>Manager updates Report should include:\n<ul>\n<li>A date or timeline so Community Care can update the work order accordingly.\u00a0 Community Care will provide the information to the resident and support the Manager by following up shortly thereafter if we have not received an update.<\/li>\n<li>Managers to write their name on the first page, top of report so the report can be returned to the Manager when all updates are complete.<\/li>\n<\/ul>\n<\/li>\n<li>See <strong><a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/11\/306-follow-ups\/\" target=\"_blank\" rel=\"noopener noreferrer\">306 Follow Up<\/a>\u00a0<\/strong>for more information.<\/li>\n<\/ul>\n<p><strong>Manager approvals when out of office<\/strong><\/p>\n<ol>\n<li><span style=\"text-indent: -1.5em\">Community Care will call or zoom message a Manager at &#8220;Home&#8221; or during property inspections (per EIO) for emergency approvals only. Managers <\/span><u style=\"text-indent: -1.5em\">shall not<\/u><span style=\"text-indent: -1.5em\"> be contacted by phone while on vacation, sick, or on leave.<\/span>\n<ul>\n<li>Emergency work orders will be issued based on profile guidelines.<\/li>\n<li>Managers will be contacted by cell phone when they are not in the office for emergency approvals when the matter is a property threatening emergency or life\/safety issue that requires <em>immediate action<\/em> (active running water, fire, gate open, remediation, etc).\u00a0 The amount that needs to be approved and the brief description of the scope of work will need to be relayed to the Manager in order for the Manager to be able to approve it.<\/li>\n<li>If the Manager does not answer, a message will be left with the following information and it will be escalated to the Regional Manager:\n<ol>\n<li>Agent name<\/li>\n<li>Address or Location<\/li>\n<li>Association Name<\/li>\n<li>Nature of issue (Including the approval amount needed)<\/li>\n<li>Escalating to Senior Manager\n<ul>\n<li><em>\u201cHi Monica, this is Allison calling from Corporate.\u00a0 We have a slab leak out at 123 Leaky Lane at ABC Community.\u00a0 The plumber is onsite and needs approval for $_____ to address the issue.\u00a0 Since I was unable to reach you, I will escalate to your Regional Manager but wanted you to be aware.\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<li>If the Regional Manager is unavailable try to obtain approval from another Regional Manager<\/li>\n<li>Alert the Community Care Department Lead or Department Manager if Manager\/Regional Managers are not available for decision.<\/li>\n<\/ol>\n<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p><strong>Calls to Board\/Committee Members<\/strong><\/p>\n<p>Some associations require special handling and have instructions to contact a Board Member and\/or Manager for approval before work orders are issued.\u00a0 If the matter is of an urgent nature, property threatening or life\/safety issue, Community Care will open the work order, dispatch the association vendor and will contact the Manager via email and phone.\u00a0 <span style=\"color: #ff0000\" data-darkreader-inline-color=\"\">Only in emergency situations will Community Care make approval calls to Board Members.\u00a0 This is normally the responsibility of the Manager.<\/span><\/p>\n<p>If the matter is a routine maintenance item, again with special instructions, the work order will be opened and emailed to Manager for direction.\u00a0 <span style=\"color: #ff0000\" data-darkreader-inline-color=\"\">The Committee Members and\/or Boards will be contacted \u00a0by the Manager.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>OVERVIEW Community Care is designed to be the first point of contact for all incoming calls.\u00a0 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 [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-194","post","type-post","status-publish","format-standard","hentry","category-3-work-orders"],"_links":{"self":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/194","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/comments?post=194"}],"version-history":[{"count":0,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/194\/revisions"}],"wp:attachment":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/media?parent=194"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/categories?post=194"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/tags?post=194"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}