{"id":34,"date":"2018-01-11T10:56:18","date_gmt":"2018-01-11T18:56:18","guid":{"rendered":"http:\/\/wp.actionlife.com\/sopcommunitycare\/?p=34"},"modified":"2026-09-30T07:20:21","modified_gmt":"2026-09-30T15:20:21","slug":"203-call-types","status":"publish","type":"post","link":"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/11\/203-call-types\/","title":{"rendered":"203: Call Types"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Overview<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">All incoming calls for the Corporate Irvine office, all satellite offices, and Cottonwood Canyon Hills Community Association are routed through the Community Care Department.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The following is a general (non-exhaustive) guide to how calls should be handled and routed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The primary goal of Community Care is to resolve 80% or more calls without transferring. Every effort should be made to assist the caller before escalating or transferring.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Whenever possible, Community Care should:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Attempt to resolve the caller\u2019s request directly<\/li>\n\n\n\n<li>Use the Knowledge Base, SnapHOA Management App, and Community Care resources first<\/li>\n\n\n\n<li>Only transfer when necessary based on defined routing guidelines<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Community Care<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Community Care should handle or assist with the following types of inquiries when possible:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">General Support<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Common area maintenance requests (work orders)<\/li>\n\n\n\n<li>Assistance with Resident Portal login and password resets<\/li>\n\n\n\n<li>Providing board meeting dates (verified via HOA Dashboard and Board Meeting Calendar)<\/li>\n\n\n\n<li>Architectural application guidance:\n<ul class=\"wp-block-list\">\n<li>Answering basic questions using Knowledge Base\/Profile&nbsp;<\/li>\n\n\n\n<li>Directing homeowners to download forms via Resident Portal<\/li>\n\n\n\n<li>Checking status of a submitted architectural application<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Change of mailing address instructions for homeowners, following Civil Code requirement that the request to be in writing:\n<ul class=\"wp-block-list\">\n<li>Resident Portal<\/li>\n\n\n\n<li><a href=\"mailto:communitycare@actionlife.com\">communitycare@actionlife.com<\/a><\/li>\n\n\n\n<li>letter sent to Irvine office<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Insurance Agent contact information for master insurance policy\/Declaration Page of Insurance Coverage (often required by owner&#8217;s lender annually)<\/li>\n\n\n\n<li>Directing homeowners to the Resident Portal for Certificates of Liability Insurance (COI), when available, or the Insurance Agent when not available<\/li>\n\n\n\n<li>General community-wide project questions (when information is available in the Community Care\/Communications tabs)<\/li>\n\n\n\n<li>Providing general welcome information for homeowners in newly managed HOAs (available in the Community Care tab)<\/li>\n\n\n\n<li>Providing access device ordering information for devices (see <a href=\"https:\/\/actionpropertymanagementhelp.zendesk.com\/hc\/en-us\/articles\/51847903531291-1001-Key-Access-Device-Distribution-Checklist\">SOP 1001<\/a>)<\/li>\n\n\n\n<li>Parking Space numbers when available in Knowledge Base\/Profile, and after verifying ownership<\/li>\n\n\n\n<li>Providing towing company contact information for vehicle retrieval (we are unable to provide reason for tow)<\/li>\n\n\n\n<li>Providing IT contact information: (949) 361-3257 for systems issues that occur outside IT availability<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Billing Support&nbsp;<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Basic homeowner billing questions<\/li>\n\n\n\n<li>Basic statement questions<\/li>\n\n\n\n<li>Providing copies of account ledgers<\/li>\n\n\n\n<li>Coupon book requests&nbsp;<\/li>\n\n\n\n<li><strong>Fee Waiver Request Form<\/strong> when homeowners request fees to be waived\n<ul class=\"wp-block-list\">\n<li>Late and Interest fees<\/li>\n\n\n\n<li>Fees resulting from Action error<\/li>\n\n\n\n<li>Legitimately charged Pre-lien or Lien fees<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Payment plan requests (provide Manager and Collections contact emails)<\/li>\n\n\n\n<li>Collection Attorney\u2019s contact information to homeowners in Legal status<\/li>\n\n\n\n<li>FHA Approval (when available on Knowledge base\/Profile)<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Vendor Support<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Assisting HOA vendors with accessing locked areas<\/li>\n\n\n\n<li>Vendor invoice status checks via the Invoices Dashboard<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Escrow Support<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Providing CondoCerts link for escrow document orders: <a href=\"https:\/\/actionlife.condocerts.com\/resale\">https:\/\/actionlife.condocerts.com\/resale<\/a><\/li>\n\n\n\n<li>Providing escrow@actionlife.com email for:\n<ul class=\"wp-block-list\">\n<li>Pending litigation questions<\/li>\n\n\n\n<li>Non-owner requests for account balances at close of escrow<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">New Business \/ External Inquiries<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Directing prospective management clients to New Business Development Team<\/li>\n\n\n\n<li>Guide prospective vendors interested in providing services to register at <a href=\"http:\/\/www.getvived.com\/client\/action\">http:\/\/www.getvived.com\/client\/action<\/a><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Manager Assistant (MA)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">(See see SOP 209: Manager Assistant Calls for detailed information)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Route to Manager Assistant <strong>ONLY<\/strong> when Community Care is unable to answer questions OR you are directed by Knowledge Base\/Profile:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We should always offer HOA email address before transferring any Manager Assistant calls.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Architectural application questions not answered by Knowledge Base\/Profile\n<ul class=\"wp-block-list\">\n<li>Exception: disputes over application rejections must be directed to Community Manager<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Parking permits, guest parking, safe listing requests\n<ul class=\"wp-block-list\">\n<li>Exception: Towing Inquiries must be directed to Community Manager in writing.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Clubhouse and amenity reservations (email ONLY)&nbsp;<\/li>\n\n\n\n<li>Deposit return status for amenity reservations or architectural applications<\/li>\n\n\n\n<li>Exterior paint color information<\/li>\n\n\n\n<li>Adding and removing tenants and property managers from Management App and the Resident Portal.<br>Board member portal login assistance<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Some requests may be handled by alternate contacts depending on Knowledge Base\/Profile.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Community Managers<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We should always be providing the HOA email address before routing any call to the Community Manager.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>HOA Budget and assessment increase explanations&nbsp;<\/li>\n\n\n\n<li>Non-compliance questions or enforcement feedback<\/li>\n\n\n\n<li>CC&amp;R \/ Rules and Regulations interpretation<\/li>\n\n\n\n<li>Notice of hearing inquiries<\/li>\n\n\n\n<li>Voting and ballot questions<\/li>\n\n\n\n<li>Board member requests for Manager (transfer without offering email)<\/li>\n\n\n\n<li>Towing disputes <strong>(must be submitted in writing)<\/strong><\/li>\n\n\n\n<li>Community-wide project concerns (if not posted in Community Care\/Communications tabs)<\/li>\n\n\n\n<li>Homeowners obtaining copies of any document that is not available in the Resident Portal&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Regional Managers<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Route to Regional Manager for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Escalated concerns about a Community Manager<\/li>\n\n\n\n<li>Emergency issues when Manager is unavailable<\/li>\n\n\n\n<li>Board member requests for Regional Manager<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Escrow<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Provide <a href=\"mailto:escrow@actionlife.com\">escrow@actionlife.com<\/a> email address:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Paid document status inquiries<\/li>\n\n\n\n<li>Escrow document tracking issues not resolved via Community Care<\/li>\n\n\n\n<li>All escrow requests should be directed to email when possible<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Accounting Departments<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Community Care should:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Attempt to answer basic questions using available tools (Knowledge Base, SnapHOA Management App)<\/li>\n\n\n\n<li>If the inquiry cannot be fully resolved within Community Care scope, an Accounting ticket must be created<\/li>\n\n\n\n<li>Only transfer or escalate when specifically directed to by Accounting workflow or Community Care Leadership<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Accounts Payable<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Vendor payment status escalations<\/li>\n\n\n\n<li>Check reissue or void requests<\/li>\n\n\n\n<li>Confirming cleared vendor checks&nbsp;<\/li>\n\n\n\n<li>Escalated A\/P calls may be warm transferred to Lead when appropriate<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">HOA Staff Accounting<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Banking institution calling for specific HOA banking inquiries<\/li>\n\n\n\n<li>Budget creation questions from Community Managers and\/or Board members<\/li>\n\n\n\n<li>Financial statement presentation questions from Community Managers&nbsp;<\/li>\n\n\n\n<li>Developer billing<\/li>\n\n\n\n<li>HOA tax return processing<\/li>\n\n\n\n<li>HOA audits<\/li>\n\n\n\n<li>Non-owner payments to HOA accounts<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Accounts Receivable Billing<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Special assessment questions when not resolved within Community Care (including balance owed on any account with Special Assessment)<\/li>\n\n\n\n<li>Assessment coupon book\/statement issues when not resolved within Community Care<\/li>\n\n\n\n<li>ACH \/ recurring payment questions when not resolved within Community Care<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Collections<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Legal\/Lien inquiries when Community Care cannot resolve<\/li>\n\n\n\n<li>Attorney escalation support<\/li>\n\n\n\n<li>Assistance for homeowners in Legal status when attorney is unresponsive<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Cash Posting<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>General questions or procedural questions for payments which cannot be answered by Community Care<\/li>\n\n\n\n<li>Owner requests for break down of account charges when account ledger is unclear<\/li>\n\n\n\n<li>Ledger discrepancies requiring accounting review<\/li>\n\n\n\n<li>Research of cashed check not credited to homeowner\u2019s account\n<ul class=\"wp-block-list\">\n<li>homeowner <strong>MUST<\/strong> provide front and back copy of check or transaction number for paperless checks to <a href=\"mailto:communitycare@actionlife.com\">communitycare@actionlife.com<\/a>&nbsp;<\/li>\n\n\n\n<li>DO NOT open ticket until the above is received<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Corporate Accounting<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Action Property Management vendor payments (not HOA vendors)<\/li>\n\n\n\n<li>Employee reimbursements (mileage, expenses)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Corporate Support Teams<br>&nbsp;<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\">Human Resources<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">See <a href=\"https:\/\/mgmt.snaphoa.com\/Knowledgebase\">Management App Knowledge Base<\/a> for specific Action employee HR calls are transferred to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Employee benefits<\/li>\n\n\n\n<li>Workplace injury\/safety<\/li>\n\n\n\n<li>Payroll and timesheet processing<\/li>\n\n\n\n<li>ADP access issues<\/li>\n\n\n\n<li>Recruitment<\/li>\n\n\n\n<li>Employment verification<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Corporate Production Services (CPS)<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Homeowners are NEVER transferred to CPS.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Mass Mailers<\/li>\n\n\n\n<li>Association envelopes<\/li>\n\n\n\n<li>Courier services<\/li>\n\n\n\n<li>Records storage requests<\/li>\n\n\n\n<li>Mailroom services (FedEx, UPS, GSO inquiries)<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If someone calls in from a shipping company (FedEx, UPS, GSO, etc) looking for CPS (a.k.a the mail room) they are to be Warm Transferred to Betty Escorcia. If she is not available, read the static comment in her EIO.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Administrative \u2013 Corporate<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">See <a href=\"https:\/\/mgmt.snaphoa.com\/Knowledgebase\">Management App Knowledge Base<\/a> for specific Action employee calls are transferred to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Irvine facility maintenance requests<\/li>\n\n\n\n<li>Office supplies<\/li>\n\n\n\n<li>Business cards<\/li>\n\n\n\n<li>Vendor Meet &amp; Greet coordination<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Overview All incoming calls for the Corporate Irvine office, all satellite offices, and Cottonwood Canyon Hills Community Association are routed through the Community Care Department. The following is a general (non-exhaustive) guide to how calls should be handled and routed. The primary goal of Community Care is to resolve 80% or more calls without transferring. [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-34","post","type-post","status-publish","format-standard","hentry","category-2-answering-the-call"],"_links":{"self":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/34","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=34"}],"version-history":[{"count":13,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/34\/revisions"}],"predecessor-version":[{"id":3754,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/34\/revisions\/3754"}],"wp:attachment":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/media?parent=34"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/categories?post=34"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/tags?post=34"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}