Clarifying the Manager’s Role
Homeowners
associations should employ only highly qualified professional community managers. An HOA manager has two primary responsibilities: to carry out policies set by the
board and to manage the association's daily operations.
Some residents expect
the manager to perform certain tasks that just are not part of the job. When the manager does not meet those expectations, residents naturally are
unhappy. Since boards want residents to be happy, we are offering a
few clarifications to help you understand what a manager usually does.
• The manager is trained to deal with conflict, but he or she will not get involved in quarrels you might be having
with your neighbor. However, if association rules are being violated,
the manager is the right person to call.
• While the manager works closely with the board, he or she is an advisor—not a member of the
board. In addition, the manager is not your advocate with or
conduit to the board. If you have a concern, send a letter or
e-mail directly to the board.
• Although the manager works for the board, he or she is available to residents. That does not mean the manager will drop everything to take your
call. If you need to see the manager, call and arrange a
meeting. If a matter is so urgent that you need an immediate
response, call the association emergency number or 911.
• The manager is always happy to answer questions, but he or she is not the information officer. For routine inquiries, like the date of the next meeting, please read the
newsletter or check the association website.
• The manager is responsible for monitoring contractors’ performance, but not supervising them. Contractors are responsible for supervising their own
personnel. If you have a problem with a contractor, notify the
manager, who will forward your concerns to the board. The board
will decide how to proceed under the terms of the contract.
• The manager inspects the community regularly, but even an experienced manager will not catch
everything. Your help is essential. If you know about a potential maintenance issue, report it to the
manager.
• The manager does not set policies. If you disagree with a policy or
rule, you will get better results sending a letter or e-mail to the board than arguing with the manager.
• The manager has a broad range of expertise, but he or she is not a consultant to the residents. Neither is he or she an engineer, architect, attorney or
accountant. The manager may offer opinions, but do not expect
technical advice in areas where he or she is not qualified.
• Although the manager is a great resource to the association, he or she is not available 24 hours a day—except for
emergencies. Getting locked out of your home may be an emergency to
you, but it is not an association emergency. An association emergency
is defined as a threat to life or property.
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