Emergency preparedness for Homeowners Associations

An emergency can happen at any moment. The problem is (outside of the crisis itself) planning for the various types of emergencies. No one could have foreseen spending the majority of 2020 combating the spread of COVID-19. While there is crossover in what’s required to prepare for emergencies, there’s no such thing as a one-size-fits-all response. Micro-emergencies can affect just one or a minimal number of properties or residencies – a broken pipe, a fire at an individual residence, a storm that knocks out power, a gas leak, for example. Then there are macro-emergencies that can negatively affect whole communities and neighborhoods – a flood, tornado, pandemic, riot, wildfire, or earthquake. Regardless of the emergency’s size and scope, it’s up to the HOA and the property management team to maintain an updated action and response plan that considers the many “what-ifs” to ensure the safety of residents.

Start planning and preparing for an emergency.

The Emergency Response Plan needs to cover a range of short and long-term issues and lays out the board, management company, community employees, and residents’ guidelines. Questions surrounding the direction of HOA funds specific to handling broad financial and approval processes, such as special emergency assessments and reserve fund borrowing, need to be addressed. The main lesson taken from living through the COVID-19 pandemic is the importance of having a cohesive plan in place that accounts for a range of circumstances so the response can be swift and meaningful.

Ten questions for the HOA to consider when preparing for an emergency:

What is expected from the board, the management company, and the community manager?

What resources are available for communities to help prepare for an emergency, respond to it, and aid with any recovery?

What are the response procedures, and when will they be put into action?

What are the communication protocols (with and without power) for a short or extended emergency?

If an evacuation is required, what will be the evacuation route?

How will we handle residents who need special assistance?

How will emergency supplies be dispersed?

Where is the safest place for residents to congregate?

What safety equipment do we need, and what is already in use?

What services, such as trash collection and security, will continue, and for how long?

There’s much ground to cover, but taking a holistic approach that focuses on residents’ safety and community protection will undoubtedly be one that works. Even though this is truly a team effort, one person needs to oversee and direct the team members. The HOA, property management team, community manager and staff, and trusted vendors will be all hands on deck. Having input and agreement from all parties involved during the planning phase will lead to an appropriate response plan.

The plan will vary depending on the type of community. For instance, a highrise building will differ significantly from planned developments. You should also consider the location and natural landscape and the residents’ demographics (age and capabilities). Ultimately, the earlier the emergency preparedness begins, the greater chance it will mitigate damage and protect the residents.

Create detailed emergency checklists

Because of the scope required in creating a thorough emergency response plan, it’s good to have multiple checklists outlining and defining the various procedures. Breaking them down into three categories can help you quickly navigate.

What the HOA must do in preparation for an emergency:

Plan out the responsibilities for each community employee during various emergency types.

Make digital copies of any important documents and store them in a file-sharing cloud service. Keep originals in a fire-proof case.

Ensure there is a current site plan with shut-off valve locations for water and gas and back-up generators’ location.

Mark all emergency exits and fire-safe stairwells. Depending on how large the property is, diagrams may need to be hung in some areas.

Have maps showing the location of strategically placed fire hydrants and extinguishers with instructions on how to use them.

Agree on where the best place is for an off-site office if needed.

Designate a location where you can place the debris during any cleanup efforts.

What to have on hand in preparation for an emergency:

A large enough space to store all emergency essentials, including:
- First aid kits, safety equipment, flashlights, flares, ladders, extension cords, ropes, canned goods, cleaning supplies, headlamps, duct tape, and a battery-powered radio.

Walkie-talkies that are battery-powered in case cell service is not available.

A script for the association’s voicemail with instructions for residents.

A list of animal shelters ready where residents can temporarily keep their pets if they cannot access their home.

Up-to-date photos of any common areas for insurance purposes.

An updated list of contact numbers for all residents. Assuming cell service is available, a mobile phone app may be ideal for communicating.

What to share with residents of the community:

A repair and reinstatement list, so people know what will be in working order first.

A mobile app for staying connected and to provide updates (if the community uses one)

The safest place to meet in the community, depending on the emergency

An emergency contact list for local police and fire departments, and how to contact the property managers during off-hours

Evacuation routes and/or exits (will vary depending on the community)

Basic instructions for more “likely” emergencies, such as not using elevators and closing doors if there’s a fire or standing under doorways during an earthquake

Window decals to indicate whether a resident has pets, what kind, and how many

Make sure to consider residents with disabilities and the elderly as they will almost certainly need extra assistance. Things often change, so set a schedule to review regularly.

Getting the word out to residents

Please make sure all residents are aware of the emergency response plan and have easy access to it. Have the information available in different places and different formats (paper/electronic). Alerting residents using a phone app geared towards communities, posting information in commonplaces, including it in newsletters, and adding it to a board meeting agenda are all excellent ways to keep emergency preparation front and center. New residents should also receive emergency-related documentation upon move-in, along with a quick overview from a member of the community team.

How residents can plan

Encourage residents of the community to have their plans and supplies to counter an emergency and keep their households safe. Having an emergency preparedness kit in the home and knowing how to utilize everything can make a big difference. This site has all the information residents would need to prepare appropriately.

Cover all the basis

Consulting and doing walk-throughs with experts like engineers, landscapers, and other vendors familiar with the community will help keep tabs on any potential trouble areas. Also, collecting advice and resources from local insurance agencies, police and fire departments, and the Red Cross will help formulate a complete plan and make sure no stone is left unturned.

Insurance is something that needs to be addressed too. A disaster can cause significant damage; property damage, loss of income, and, in worst cases, the loss of lives. Be sure that your association has the appropriate amount–and type–of coverage to protect against natural disasters that are common in your area, and even those that are rare. Your property management company can help coordinate an insurance review to ensure that your coverage limits provide the level of protection needed.

Lean on your dedicated property management team

The property management team plays a vital role in developing and carrying out an emergency plan. Working with an experienced team to provide the “boots on the ground” response the community needs will make the difference. The property manager may often choose to organize expert-led meetings and/or training sessions that provide CPR, safety training, and evacuation plan development. These programs can save time and lives in the event of an emergency.

The property management company will be a great source of support after an emergency befalls a community too. There will be plenty of important tasks to complete, such as securing insurance disbursements and coordinating vendors for cleanup of property damage. The right property management company will communicate what responsibilities they are covering and help HOAs create an operating budget with an adequate emergency fund that covers all emergency-related expenses.

What to do after an emergency happens

Remember to keep reviewing and updating the emergency plan at a minimum once per year. When the plan changes, make sure residents are notified of the revised plan. Regardless of whether the plan changes, sending out a reminder once per year through a newsletter helps make sure residents are aware and knowledgeable.

The worst position any HOA can find themselves in is lost in confusion and fear as they see things unraveling across their community. The response can only be as good as (what was) prepared by a dedicated and cooperative property management team. Remember, it does take a team; homeowners, the board, vendors, and property managers all must work closely together, communicate openly, and stay on the same page. After all, during an emergency (and we are living during a noteworthy example), people’s lives are impacted when the right planning doesn’t happen.

For more information, please feel free to contact us today.

homeowners-association-annual-meeting-checklist-be-prepared-and-ready-to-host-the-most-successful-one-yet

Each year (HOA), homeowners and mixed-use community associations need to plan for their annual meetings. It’s well, a big deal. Usually, it’s the most attended meeting of the year and one with a packed agenda covering past, present, and future initiatives. Because of the high attendance, the importance of the matters to review, and the attendees’ anticipated involvement, preparation is paramount. A defined agenda is necessary to keep everything on track and in accordance with expectations.

The meeting’s overarching goals are relatively straightforward; to address all major topics affecting the community and residents and to elect member(s) to serve on the board. Throughout the year, there are regular board meetings that cover the day-to-day operational matters, but the annual meeting should recap the year and set the tone for the year ahead. Think of the annual meeting as more “macro” in nature versus the weekly or monthly meetings, which are more “micro.”

To help the organizers responsible, we’ve devised an Annual Meeting Checklist that can help navigate what to do, how, and when to ensure a successful meeting.

Prep and plan early.

The preparation for the meeting will begin in advance. Start brainstorming and outlining the meeting, so nothing is left to chance. Refer to the prior year’s agenda or the governing documents as a resource. Ensure notices are prepared for distribution per governing documents and state statutes. Residents will be expecting to take up several considerations, such as reviewing the approved budget for the coming year and electing board members whose chairs will be vacant. As most HOA committee chairs will tell you, any event is only as good as the logistics that go into it.

Choose the right day, time, and place.

To ensure a good turnout, it’s imperative that the right venue be chosen, along with a convenient time for people to attend. Make sure a time and day are chosen that align with your documents and encourage attendance, such as later in the week after regular working hours. The location needs to fit the anticipated number of people comfortably. It could also act as an incentive if a more popular venue is used (the right food and beverage always help tip the scales). There also needs to be enough tables and chairs, plus other functional means of presenting such as a projector, wi-fi, screens, and enough privacy to carry on undisrupted.

This step in the process will be a bit trickier during Covid as people will need extra room to social distance, so take that into account when choosing a space. If the meeting is going to be virtual due to safety precautions, try to accommodate residents who are not very computer savvy or may need assistance logging in and joining the meeting. However, one benefit to a virtual meeting is that the meeting can be recorded and shared with residents via email or even posted on the community.

Get the word out.

To encourage attendance, begin promoting the meeting months ahead of time. Ensure that all communication being sent complies with statutory and declaration requirements. You’ll need adequate time to solicit candidates, collect proxies, and distribute ballots.

Reach out directly to residents with emails or mailers. Make sure to place flyers in the common spaces, post regular updates on the association and/or community social media channels, and your website if there is one. If there’s a Property Manager, Property Management Team, and/or other staff, have them advocate and push the message out as often as possible. The key is to promote often and in many places and have everyone on “board” with the same message.

Additionally, make sure invites are sent out to anyone who needs to be present that works with the community. This list could include accountants, attorneys, builders, developers, and speakers who need to address specific issues. Working with the right property management company that provides many of these services often makes this part easier.

To help enhance the message and help motivate residents, consider including a raffle or some other prizes to be given at the end of the meeting. Choose something like a budget-friendly gift card to a local restaurant or a complimentary amenity reservation.

Make it informally formal.

An informal meet and greet before the start of the meeting, making board members more accessible to residents, may also be a good idea. This could be the first meeting for new residents or residents looking to fill a seat on the board. Removing the formality at the start helps take the edge off and creates a more congenial atmosphere and open communication lines, allowing everyone to ease into the more serious topics covered in the meeting. This meet and greet is a great time to connect with HOA committee heads, property managers, and other association members or residents who do not interact regularly. If you’re going virtual, you will want to discuss how you can still provide this feeling without the in-person opportunity to gather. Review the significant updates and changes before the meeting

Do not spring huge changes or hot button issues on residents. The reaction will not likely be a good one. Include these ahead of time with the annual meeting announcements. This preparation does several things; allows people time to digest and get used to the idea(s), allows (for) providing feedback or questions, and helps better manage expectations going in. The annual meetings are sometimes delicate affairs with heightened tensions. Any news that could be taken poorly, such as an increase in dues, for example, needs to be communicated prior.

Have a clear agenda.

Having a well thought out agenda and sticking to it is imperative for a successful meeting. Whoever volunteers, or is chosen, to chair the meeting should have ample time to put some remarks together and have a script to work from if needed. Have all hands on deck to help with signing people in, recording minutes, and assisting the attendees. The homeowner’s association needs to strictly treat this as a business meeting with essential items to tackle and agree upon.
While the exact items will vary from (homeowner’s) association to association, here is a sample agenda and rough outline for the meeting:

● Bring the meeting to order and review the agenda
● Overview of prior meeting’s minutes
● Review milestones and achievements by the board and community
● Reports from the board of directors (including financials), committee members, and other professionals that work with or in the community
● Upcoming projects
● Board nominees
● Time to vote
● Tabulation of votes cast
● Announce and congratulate new board members
● Question and answer (member comments)

There are going to be positives and negatives during the meeting. Some items on the docket will be more contentious than others. Try and design the agenda so that the more difficult things are placed between positive ones. Review the accomplishments over the past year early in the meeting to set the tone and reinforce the hard work property managers, and the HOA put into maintaining and managing the community. Never start or end on a negative note. While this may be more difficult given the issues we’ve all faced in 2020, everyone needs to know that positive things are happening.

Also, make sure to understand and review the process for quorum and proxies. Check on the required quorum needed for annual meetings (number of votes necessary), which is different from board meetings. Also, determine if a proxy is allowed and the type allowed. Instructions on the use of the proxy should be detailed. During a time like Covid, proxies will almost certainly be used more so than other years. Consult with an attorney or your property management team if needed to ensure the proxy is set up and used correctly to avoid any mishaps.

The big day is here.

It’s time to see all the planning and preparation come to fruition. Get there early to make sure everything is in order. Arrange the tables so that the board, manager, and any committee members are seated in front and that you are adequately spaced for social distancing. Make sure all the technology is working, including microphones, computers, projectors, etc.

Specify a time for questions and answers

There will be questions that arise. Set ample time at the end to field questions from the attendees. Questions may or may not be within the framework laid out for the meeting. Try and not go off on any tangents. If there is an off-topic question (or if someone chooses to depart from the pre-approved topics and divulge in matters of opinion), kindly redirect the conversation and offer an alternative time to discuss it. Provide a survey for residents to fill out at the end for feedback. Adding a suggestion box can defer subjects that don’t directly inform the annual meeting and is an easy way to collect comments.

Lastly, let everyone know there will be follow up communications sent out with a breakdown of what was covered, new announcements, and any action items stemming from the meeting.

The annual meeting is significant for choosing the direction and initiatives of the coming year. Do not underestimate the amount of planning and preparation necessary to host a successful meeting. The meeting outcomes will have real implications moving forward; the election of new board members, new projects being undertaken, amendments that were taken up, and more. However, it’s also a chance for residents to meet and catch up with one another, find common ground, and become excited about what the HOA has in store for the community. Even though this is a formal process with explicit outcomes, the underlying goal remains the same: to make the community a better place for all residents.

To discuss your annual meeting with us or to see how we can help your high-rise community or homeowner’s association, get in touch today.

Preparing an HOA Operating Budget During a Global Pandemic

While we all know the basics of HOA budgeting, we may not fully realize all the implications (to the budget and budget process) of COVID 19; or we may be unsure of how to plan in times of uncertainty.

We move through preparing our operating and reserve budgets (used to cover unexpected or rare expenses) with some internal discussions. Should there be reserve budgeting now for pandemics? Will this (pandemic planning) be an expectation beyond COVID-19? Will we be required to cut expenses and close amenities once again?

There is no doubt that COVID-19 more than likely fits in various places in your operating budgets.

While you may increase your budget each year, perhaps you’re unsure whether you should consider a larger increase for 2021. Having an in-depth and realistic discussion of each scenario is the best place to start. A property management company that provides fiscal responsibility and complete accessibility can help identify cost-saving opportunities and streamline expenses, crucial to the budgeting process.

Let’s dig into some timely discussion points for you and your board.

Contract Services

Of course, you will be able to accurately list your contractual services, like you do every year. It is probably more realistic to include the already increased cleaning, maintenance, and other service providers into 2021, regardless of how COVID is currently playing out in your area. In the best-case scenario, you will not need the entire budget. But you will also want to have planned for the worst-case scenario. What happens if we end up back in a shut-down scenario? Do your vendor costs increase or decrease? Creating a forecast based on 2020’s worst month may be beneficial.

Administrative Costs

While costs like association management, contractors, and other professionals are necessary, it’s important to list those that can be backed off or put on hold should we experience another shut-down. Like with vendor services, we are now planning both for what will probably occur and what could occur (more on this later). Working with a professional management company should allow you to minimize the need for additional administrative costs.

Insurance

Analyze your insurance premiums, and whether or not changes need to be made. In many markets, property insurance premiums are increasing by more than 10%. If 2020 taught us anything, it was to plan for the unexpected. More HOA’s are digging into discussions around disasters from pandemics to fires to weather. Including money in the budget to cover deductibles should you need to is always important.

Improvements & Preventative Maintenance

As a Homeowners Association Management company, we often find ourselves restoring an HOA’s financial health in day-to-day operations of the property and in funding general repairs and maintenance, and capital improvement projects. Lack of proper budgeting can create a delay in maintenance and repairs on your property/building. Honesty and knowledge are critical to assess and budget for these ongoing improvements properly. COVID-19 took precedence for a lot of boards (in both time and money). It’s time (to take the necessary time) to go back and evaluate all the things that were part of your community vision pre-COVID. We know how much is on your plate, but improvements and upkeep must be funded even in the craziest of times if not doing them would negatively impact your community.

Do Not Skimp on Safety and Sanitization

It’s essential to evaluate and budget for areas in which you may have failed during COVID. Things like extra safety classes for both team members and residents, safety and sanitary measures throughout the building, closing amenities, gyms, and pool areas, face coverings for the entire team, and the development of COVID-specific policies do take time and cost money. You may need to eliminate that new clubhouse for 2021 to ensure that your residents, homeowners, and vendors are safe, informed, and happy.

Staffing Needs

Were you able to handle the worst of COVID-19 with your current staff? Did you feel like you need additional help? While you may be thinking about cutting expenses, proper staffing is important during any high-stress situation. When one person handles too many important issues, things get missed or set aside. While it may seem like it doesn’t make sense to ramp up staffing, looking at a situation realistically and budgeting accordingly can eliminate future issues that lead to unexpected expenses.

It’s essential to discuss these things now. Do you need to discuss reduced services with your current vendors if things worsen again?

Many vendors have now put disaster plans in place and will negotiate rates or trim hours. Working with the right property management company can take that (responsibility) entirely off your plate and consolidate your expenses. Often they can lead you to find new opportunities to reduce operating expenses, or at the very least, to have a structured plan in place in the event of another worst-case scenario. They will more than likely take over the human resources’ role, so you don’t have to worry about recruiting, performance reviews, compliance, and all other aspects of personnel management that can run up time and money.

Nonessential Expenses

During budgeting time, even in the best years, it’s important to assess who is doing what and for what. It’s not unusual to find nonessential or redundant services. Even addressing things like printing can be an unexpected expense cut. During the height of COVID, many communities found that owners did not want to physically handle printed documents, calendars, or newsletters. What may have started as helping to limit the spread of germs has become a bonus saving. If you haven’t already made the switch, look at all your printed communications and do an internal analysis.

Here are some final points to consider as part of your 2021 budgeting process and discussions.

You still need to collect assessments. While you may not want to raise them in 2021, communicating with your residents is critical and the increase may be unavoidable. They know and understand that assessments allow you to deal with situations appropriately and give them the lifestyle they still desire.
Don’t overlook your community vision. Stability and vision are crucial in communities today. If you cut in areas that provide vision, owners can become concerned. Communicate changes appropriately and positively.
Continue to plan for and complete preventative maintenance items. Nothing is more detrimental to the long-term health and success of a property than deferred maintenance.
Remember that capital improvements sustain your property values. If you need to do them, do them. Be prepared with a plan in case of another shut-down as some improvements could be considered non-mandatory projects and delayed.
Learn from 2020. Communities are faring well; this has taught us to adjust and prepare for future emergencies.

While COVID-19 did complicate things, it doesn’t change the process of budgeting. You need to take a step back and be willing to think about your budget (being able) to handle and withstand another worst-case scenario. We believe that the right budget will always protect, maintain, and enhance your association, buildings, and lives.

If you are interested in learning more about our budgeting process and other ways to help you be more fiscally responsible. Contact us today at 214.522.1943 or info@worthross.com.

What is a Homeowners Association (HOA), and why do you need professional management

Often high-rise and single-family living communities are part of homeowner’s associations (known as HOA’s) to help them maintain the common areas, community assets, amenities, services, utility management, and community finances. These HOA Boards consist of elected members who volunteer to serve and are most often professionals serving the local community. Communities with HOA’s are usually called planned developments. Planned developments have many benefits, like shared amenities and services, that all generations have come to love and seek out to maintain their lifestyles. Communities can provide and maintain a certain standard of living through rules and regulations that govern the community. Potential residents are encouraged to fully understand what their HOA manages so they can weigh the positives and negatives before buying.

Because the HOA board makes important decisions for the homeowners and must be available to pivot with legislative changes and residential needs, many HOA’s will contract with professional management companies.

There are a variety of reasons why this could be an impactful decision for your HOA.

The following seven points are typical discussions we have with potential clients and encompass why your HOA board should consider professional management.

We have access to a network of services and professionals.

Professional Management Companies spend time building their networks. More importantly, we have people and systems that serve as Human Resources and Administration professionals to ensure that the service providers deployed to your property are adequately vetted, insured, and match your unique needs. Tapping into our network can save you time and wasted dollars in mistakes and bad hires. We take on the challenges associated with payroll and benefits administration. You no longer have to worry about recruiting, performance reviews, compliance, and all other aspects of personnel management. Standardized administrative processes and procedures keep things organized and efficient from mailings, meeting preparation, resale, and status letters. It is also quite common for HOAs to fail to comply with state, federal, and local laws; property management companies can offer due-diligence that you may not complete due to discontent, time, or lack of decisions.

Property management is our full-time profession.

While HOA board members bring expertise in their given fields, they also typically have full-time jobs and other interests. This time constraint can create situations with delayed decisions or discussions moved to the next meeting. If those decisions happen to be problems in the property itself, even a month’s delay can significantly worsen the issue. Working with a management company allows you to tap into us for your association’s day-to-day operations. The right company will have a proven history of expertise in condominium, high-rise, and master-planned communities, combined with a highly trained team, giving greater flexibility in developing specialized service for your association.

We bring financial acumen, specialized services, and can lean on years of expertise.

The right professional management company will have a world-class accounting department. We highly recommend looking for companies like Worth Ross to provide dedicated property accountants to ensure fiscal responsibility and complete accessibility. Additionally, the right company should give tailored and specialized reporting that meets your community’s individual needs. It’s essential to delve into your unique needs as part of the discovery process when considering a management company. With COVID-19, associations have found new requirements that property management companies should be able to meet. Pandemic plans, communication, prevention guidelines, and local regulations become specialization areas within property management companies. Because this is our business, we have already established resources to deal with the changing requirements caused by COVID-19.

We hold designations that ensure their expertise like the Accredited Association Management Company (AAMC) designation.

Accreditations prove a company’s commitment to providing the highest level of service that community associations deserve. By maintaining this designation, the property management team has the required experience, education, and integrity to guide and advise managed communities expertly. It’s essential to look into the organization giving the accreditation and check ratings and relevance to your needs.

We understand association documents.

It’s essential to look for a team that can quickly and efficiently navigate your association documents to provide recommendations and point out areas of concern. Having a standardized process for compliance tracking and enforcement makes it easy for Association Boards to stay informed. It’s prevalent to run into board members who have never taken the time to read their documents. Additionally, the right property management company will be an excellent resource for new board members.

We are experts in risk management.

Risk management is a serious topic for association boards. From policy review to property inspection or hands-on assistance in navigating a claim, you can take advantage of in-house licensed insurance adjusters with the right management company. This service provides not just peace of mind but frees up time spent finding the right people, and potentially dollars spent on that service alone. The right property management company will be well versed in avoiding, controlling, and transferring risk.

We will have difficult conversations.

While all board members come to the table with the best intentions in mind, volunteers are impacted by personal relationships, regardless of the amount of due diligence done during the board’s selection. That can create resistance to have difficult conversations. Scenarios often arise when suggestions, or selecting a vendor or resolving a problem are made by a specific board member, or even by the owner(s). When things don’t work out, other board members may be hesitant to suggest another decision. In some cases, that hesitation can cause the problems to worsen. By the time the discussion does take place, the solution is more complicated. To keep a property in the best condition at all times, communication is essential.

We provide you with best in class technology.

Let’s face it; we live in a time when technology should make your jobs easier. Current technologies provide resident portals where owners can view records, account history, and more. These web-based accounts payable solutions offer clarity and transparency on invoicing. With the right property management company, you should also receive automatic access to robust vendor management programs that ensure vendors have adequate insurance and licensure before ever stepping foot on the property.

Whether you are a self-managed HOA board or have worked with the wrong management company in the past, you could benefit from the right management company’s expertise. Self-managed HOA boards run the risk of managers or board members leaving abruptly. This loss often results in unanswered questions, overdue notices, building issues, and in the worst cases, missing funds. Likewise, experience with the wrong property management company should not sour you from moving forward with your discovery. The right partner will complete a needs-based audit to prioritize your challenges. We often start with ensuring that the financial health of your HOA is robust and that it funds the day-to-day operations of the property, as well as the general maintenance repairs and capital improvement projects.

Property rehab is often high on the list in the case of associations managing older buildings. This need is becoming even more of a priority as owners spend more time on the property during COVID-19. As the public health emergency unfolded, property owners and HOA boards began to realize the need to protect themselves from liability and the spread of COVID-19. Some buildings were essentially stuck amid capital improvements when COVID began. This created new project management situations, difficult for buildings without expertise in those areas. During any capital improvement process, the manager, lead of maintenance, and your board should work in tandem with the property management company to ensure that all the improvements are per the bylaws of the HOA. A dependable property management company will also ensure that your budgets are managed, and the scope of work is precisely followed. The experience of COVID-19 has proven that this is needed now more than ever.

If you are on the board or managing an HOA within a planned or mixed-use facility, working with a management company that has expertise in unique projects should be one of your discovery questions. Navigating the relationship between the master and sub-associations is no easy task. If you rely on a manager or a board to navigate, you may end up with unresolved issues that lead to even more significant problems down the road. It is crucial to understand how to effectively address issues like this when they occur in a master-planned and mixed-use HOA. It would be best if you had the experience and technical savvy to navigate unique challenges through to resolution.

Most self-managing boards run into common problems when it comes to lack of volunteers and time. It’s important to remember that your volunteers are unpaid and have other commitments. Even for the most dedicated boards, this becomes a significant factor. There are also fundamental human issues that arise with favoritism, differential treatment, and the inability to make final decisions. Likewise, HOA boards relying on an individual manager, rather than a team, can run into problems with experience, failure to handle growth, and lack of technical expertise. More extensive, complex situations can be almost impossible for an individual property manager to take. Much like relying on volunteers, even the most efficient property managers are pulled in many directions.

In conclusion, you will want to list why you are considering a property management company, and use the list above to ask the right questions of any potential partner. If you are considering an individual manager versus a management company, ask them the same questions. The best questions should be based on your current situation(s). Spell out the problems you are facing and listen for the right responses. Lastly, ask for references, testimonials, and case studies. The right decision will be worth the time and effort. It’s an investment that can provide an incredible ROI for everyone involved.

If you’re interested in a discovery call with us, we’d love to meet you. Contact us at 214-522-1943 to get started.

High Rise and Community Living in the New Normal

Across the US, cities like Houston, Texas, and Denver, Colorado saw consecutive years of growth in high-rise and community living, then came COVID-19. In the “new normal,” administrative services, human resources, and daily operations in high-rise and single-family communities have been impacted by new worries and protocols. The right management company needs to address a plethora of concerns and challenges to react appropriately.

Whether a community is new or has been around for decades, unprecedented changes lead to the need to make further decisions. And there is one common theme providing a safe, healthy quality of life to owners.

High-Rise Management

High-rise management has taken on new meaning – and topics like changes to guest and vendor access, sanitization, and mask-wearing are increasingly part of the conversation. Board members and building management alike are paying closer attention to day to day issues. Because (COVID-19) recommendations and requirements change often, and from county to county, understanding how to read and interpret new information is high on the list in all board members’ and managers’ minds. For example, some cities are limiting visitors in residential buildings, but the underlying concern is how to enforce restrictions.

You have to be able to pivot between day to day operations and new demands from owners. They may want to be part of the conversation, too. Health and safety communication and education are regular requests in most high-rise and single-family communities. Owners want to know how you are or will handle current and potential situations.

Vendor & Personnel Management

Vendor and personnel management are increasingly important. Robust vendor management programs ensure that vendors have adequate insurance and licensure before stepping foot on the property and match your unique needs. Cleaning protocols and new and changing research impact how the staff treats common areas, elevators, and other high touch areas. There is a lot more to consider than providing hand sanitizers in common areas. With new concerns, HOA board members and other decision-makers are searching for management companies with established networks, experience, and expertise.

One example of these changing needs is maintaining amenity usage in areas like gyms and pools, where cleaning and safety is now top of mind. Regardless of COVID-19, owners want the same experiences they are accustomed to from the amenities and concierge services. Management companies must be willing to take an individualized approach that brings value and enhanced services while maximizing your return.

The prospects remain good…

While one may look at the above descriptions with concern because things appear to change daily for community and high-rise living, the prospects remain good.

As an experienced management company, we agree. We are deploying innovation across all of our services and excited to partner with high-rises and communities ready to embrace COVID- 19 as an opportunity.

How to Express Gratitude to Your Employees

Showing appreciation and recognizing team members’ hard work is something that benefits both the company and the staff. When you take the time to celebrate their hard work and contributions to the association, you set your team up for success and camaraderie in the long run. Aside from this, you keep them happy! Boosting their morale is an essential part of maintaining a solid foundation – necessary for operations and ultimately down the line, keeping your residents happy.

Additional benefits include increased confidence and enthusiasm for their job (you want your team members to be excited to come to work!), decreased turnover when employees know they are valued, improved engagement, and better performance when meaningful incentives for high-level performance become a constant factor, more effective productivity, and lastly, a stronger bond between team members.

It’s also essential that your staff gets along – these friendships are typically some of the strongest and for a good reason. Team members spend eight hours per day or more with each other; when they have strong relationships with one another, everyone (including the residents and the association as a whole) benefits.

You might be asking, “What are some ways I can show appreciation to my team members? They work hard, but I’m not sure where to start.” Take a look at some of these tips to get set up, then allow yourself to get creative. As a part of the association, you know your team members best and can personalize some of these tips to fit each individual if the need arises.

Acknowledge accomplishments right away. When an employee does something amazing or goes above and beyond their simple job description, make a note of it. Go out of your way to commend them on their great work, and make sure they know you appreciate the extra efforts. Your appreciation will make them feel good and encourage them to repeat their efforts (and maybe set an example for other team members to do the same).

Write a Thank You note. If you cannot show your appreciation right away for one reason or another or their efforts deserve more than a quick pat on the back and a “Great job!”; put your gratitude in writing. Take the time to write out a personal note or email to convey your genuine feelings of gratitude. Bonus points if it comes in a card!

Don’t sweat the small stuff. Mistakes happen; it’s natural for humans to mess up every once in a while. If a team member makes a small mistake that isn’t detrimental to the association, don’t make a big deal out of it. Especially if they are exceptional employees who regularly go above and beyond or do great work, forgiving the small stuff is a smart choice for the long run. Giving leeway when needed, such as missing a project deadline by a few hours or forgetting a minor task, shows you appreciate their hard work and trust them to do their best, even if they aren’t on their A-game one hundred percent of the time.

Buy lunch for your team! When you want to improve the spirits and morale of all team members simultaneously, buy everyone something small that they value, such as breakfast, lunch, or coffee. Order for the association one day and allow everyone to take some time to enjoy the spoils of their hard work.

Create a rewards system. You might have to talk to your HOA management company for the specifics on this one, but it may be the most high-incentive option out of all these tips. If your employees have different preferences for receiving recognition, develop a rewards program that allows each person to choose their incentives. For example, assign a certain number of points to major tasks and accomplishments, and track the number of points each team member receives. Allow them to trade their points for rewards of their choice, such as free lunch, extra time off (if allowed), or something else of high value to them.

Express your gratitude publicly! If your association has a social platform or newsletter, it can be a huge morale boost to highlight a particular team member in an “Employee of the Month” way – emphasize their accomplishments or add a personal touch by noting some fun facts about them (with their permission, of course)! Put a face to the name by including a photo with their recognition so any new employees or residents can be sure to know who they are.

Welcome their feedback. Perhaps the most effective tip, welcoming comments, questions, and suggestions for your association, opens the door for team members to feel valued and important. Something that Worth Ross Management Company does is offering up a Diversity and Inclusion survey to all team members (across the associations they partner with and their home office), asking the main question, “What can we do to be more inclusive?” Offering this to your employees, either locally at your association or asking your HOA management company to begin doing this small act, leaves a lasting impression on staff and shows them you care and take them seriously.

Whether you choose to enact all of these or just a few, the main takeaway is to allow your team members to feel heard and let them know they are appreciated. You’ll create a whole new world of opportunities with simple acts of kindness that will translate into a happier association all around.

Talk to your HOA management company if you think some of these more significant or financial options might not be feasible. They will have the knowledge and resources to help your association succeed and ensure the happiness of your team members and residents!

How to Encourage Homeowner Engagement in your COMMUNITY

An overarching goal for a homeowners association is to establish and promote camaraderie among residents. On the surface, it may seem simple enough. Being neighborly and engaged in the community has benefits not just for the community at large but also for individual homeowners. But frequently, HOA members and property managers need ways to rally their residents to become more involved. Galvanizing support among homeowners can have its share of challenges, so here are some considerations for enlisting help and resident support.

What’s good for one is good for most.

A home is a large investment of time and resources, so there’s a compelling reason to ensure it maintains or preferably increases in value. Like any investment, everyone wants a positive return. Residents should want to have a say in the community’s direction and the ability to add value to their homes. One way of actively creating that value is to have an inclusive community that people want to live and remain long-term. It takes work to build enthusiasm and create a sustainable bond among neighbors. Gently reminding residents that their involvement dictates the vision they have for their community is a great motivator.

Roll out the red carpet for new arrivals.

First impressions matter. Getting new residents excited early and often about the community is paramount for keeping them involved. Take time to make new residents feel welcome and educate them on the benefits the community offers. Provide them with resources like a community calendar, a list of FAQ’s, contact names and numbers, and a list of community activities in which they can participate. Within the first few weeks after a move-in, board and committee members should informally reach out to new residents to put a face to the name and ensure they will openly reach out to them and the management team when the need arises.

Form committees.

Committees play an essential role in planning and carrying out several community objectives. The board and property management team can seek input from all homeowners so that a range of interests, and various age groups, are represented when forming committees.

One great committee to establish is (as described above) a Welcome Committee. The earlier residents become involved, the better, so having a team in place with predefined tasks is the best way to ensure all the bases are covered. Other committees that can help mobilize homeowners include a Social Committee, Neighborhood Watch, and Beautification Committee. The Social Committee is vital in organizing events to bring residents together. Try leaning on past members to arouse interest and get the word out to residents.

Events and Activities

Planning and hosting high turnout events is the best way to bring the community together. Covid-19 put the halt on event planning in 2020, but with vaccinations being administered at a faster pace, it’s looking as if the events for the second half of this year may be in full swing (with proper safety precautions, of course). Now is the perfect time for HOA’s, or the Social Committee, to start brainstorming and planning events to meet some of the pent up demand residents feel. Bringing the community back together as soon as it’s safe to do so will be a great way to hit the ground running and hopefully put the thoughts of Covid-19 in the rearview.

So what is an event that people will be excited about attending? Well, that’s the million-dollar question. Plan to host a steady flow of annual and seasonal events for neighbors to look forward to and that homeowners can interact freely during such as holiday parties or barbecues. Take time during an event to promote additional engagement in the community too.

If the community has amenities like a gym, tennis or basketball courts, pool, or other activities that can be group-oriented, use that to your advantage. A 3-on-3 spring basketball tournament, an annual race, or group fitness classes could be a great addition to the events calendar.

Lastly, finding and supporting local charities and nonprofit causes is an excellent way to bring people together who share a common purpose.

Utilize technology.

The easiest way for people to keep connected nowadays is electronic. Choosing a community-based app or using a Facebook group page that people quickly log onto and scroll through the information may be the easiest way to reach the most residents. But remember, nothing is a substitute for face-to-face gatherings.

Incentivize volunteers.

Rallying volunteers is another challenge a homeowners association and property managers tackle. Reaching out to potential volunteers and getting a commitment from them is often a struggle. One way to approach and gather support from volunteers is to feature them prominently in the community. Highlighting the volunteers in newsletters, Facebook pages, board meetings, and the community website will instill a sense of value in work being done and inspire others. Volunteers are responsible for a considerable part of what makes a community feel like home so remember to show gratitude and be generous with praise.

Keep everyone “in the know.”

Be upbeat and consistent when communicating with homeowners. Keep residents aware of community opportunities through email updates, community newsletters, U.S.Mail, and text messages. That doesn’t mean all residents need the full minutes of the last board meeting, but most will want high-level updates of significant plans, notable changes, and upcoming activities. Give residents every opportunity to be informed and to take advantage of what the community offers.

Try asking.

Asking may seem like the obvious answer but is sometimes overlooked. People are surprisingly willing to pitch in when their help is requested. People love feeling needed and helping out but may need a friendly nudge. Using an online survey tool to gain feedback from homeowners or using polling questions to garner interest could be another tool in the HOA’s arsenal. As always, be professional and respect people’s time. Clearly outlining what you’re requesting and the commitment it requires is essential for meeting expectations.

Strengthening the social fiber of a community and keeping residents engaged takes time and effort. Community engagement is not just a nice-to-have but a need-to-have. It’s a way for the homeowners association to delegate some of the community responsibilities to those it most affects. Encouraging residents to take an active part in the community is achievable. Developing plans to bring the community together, staying connected, and emphasizing the good being done can motivate homeowners to take an active and sustainable role in their community.