An HOA Manager is the liaison between your Homeowner’s Association board and your property management company. Their role is to represent the interests of your board and your community. HOA Managers sometimes have a tough job. They must balance the HOA rules and the community’s needs, while working with the management company to implement regulations established by the Homeowner’s Association. Over my many years of experience, I have found that certain traits and characteristics consistently make for a great HOA Manager.
Excellent “Customer Service” Mentality
The best HOA Managers understand how to provide “customer service”-style support to their HOA boards and community members. They have a burning desire to go above and beyond their call of duty by making sure that they return every phone call and manage every detail before they consider a job complete. Organization, rigorous attention to detail, and speedy response time are all hallmarks of this mindset.
Unwavering Integrity
With so much at stake, great HOA Managers understand their roles in providing stewardship for residential communities, which are essentially high-value investments. Therefore, they consistently act with transparency and accountability by maintaining clear written records, answering questions honestly, and truthfully admitting when mistakes are made. A great HOA manager doesn’t have to be perfect, but he or she must feel comfortable disclosing the realities and consequences of tough challenges.
An Approachable Attitude
When residents have a problem, they should feel comfortable speaking with their HOA manager. One of the primary tools necessary to facilitate a smooth relationship between residents, the HOA board, and your property management company is communication. Friendly, open communication from patient and empathetic HOA managers makes residents feel comfortable sharing their concerns, which leads to faster resolution.
Flexibility
Every community’s needs are different and every new problem requires a creative solution. The best HOA managers have the ability to innovate new solutions to complex challenges and quickly change gears when necessary. You will never hear a great HOA Manager say, “But this is how we’ve always done it!” because they remain open to better, more efficient ways of getting a job done. Though their role is to implement HOA regulations and standards, they always take into consideration mitigating circumstances and work with residents to reach amicable solutions.
Deep Involvement in the Community
Great HOA managers love to be part of the fabric of their community. They take a genuine interest in the lives of other residents and want to create fun, memorable experiences that enhance the feeling of friendship among neighbors.
Detachment and Diplomacy
Issues that affect a community hit close to home, so to speak. When the stakes are high, discussions can get heated. Excellent HOA managers are able to listen objectively without taking differences in opinion personally. They recognize that they represent the Homeowner’s Association, not their own personal interests or the interests of any vendor. By keeping their emotions and reactions in check, they ensure that everyone is heard and community consensus is reached without hurt feelings or lingering resentments
HOA Managers possess an endless supply of patience, creative problem solving and people skills, which instills trust and builds strong relationships within the community. Now that you know more about the special traits that make a great HOA Manager, take the time to thank your HOA Manager today.
Author Bio: Joe Winkler, CMCA is an accomplished and creative marketing executive with proven success in marketing projects, public relations, operations and sales with over 10 years of professional community management experience. As Vice President of Marketing for HOA management company, Keystone Pacific Property Management, Joe is responsible for building and maintaining relationships with industry professionals.