There are a lot of moving parts in a community. There are the obvious ones, such as homeowners, their families and the association board, and then there are the roles that might be a little misunderstood. One of those roles is the association (or community) manager. At NS Management, we thought our residents would like to know a little bit more about what we do – and don’t do.
An association manager has two main objectives. First, they ensure that the policies that are put in place by the board are carried out. Second, they manage the day-to-day operations in the community, including oversight of contractors, assessment collection, bill payment, and other association services. Sometimes homeowners request involvement by association managers in matters they do not handle because they don’t know the proper responsibilities. Here is a quick summary:
-Association managers are specially trained to address issues involving violation of association rules. We do not handle personal problems you are having with your neighbors unless they are violating a rule. Criminal activity should always be reported to the local police.
-Association managers are not members of the board, only advisors. They do not have the capacity to directly represent your concerns or override board decisions. Any concerns are better communicated through to the board by attending a board meeting or sending a letter or email.
-While association managers do their best to get your questions answered, they are not necessarily experts on all building operations and legal matters. We rely on the experts, such as engineers and attorneys, to advise the board in making proper decisions.
-Routine maintenance issues can be reported to the office or sent via email. If you need basic information such as a form or a copy of the rules, please check the online portal first for a quick answer. Our website is nsmanagement.net.
-The association manager is the contractor’s monitor, not supervisor. If there are problems with performance of a contractor, such as a landscaper or janitor, you can inform the association manager, but it is the board who decides how to take action.
-Association managers are responsible for inspecting the property, but their onsite visits are best supplemented by help from the residents that live there every day. Report any maintenance issues you observe so they can be resolved on a timely basis.
-The association manager does not have authority to put rules and policies into place. If you want to make a change to an association policy, bring your concerns to a board meeting.
-If you need any technical advice, especially in the areas of legal matters, property taxes, and other non-association concerns, please contact the appropriate professionals. While the association manager is knowledgeable in many areas, they are not subject matter experts and cannot provide specialized advice.
-Finally, please understand that the association manager cannot personally be available 24/7. The only reason they would respond after hours is due to an association emergency, which is either a threat to a life or a threat to the property. There is a dedicated emergency line, monitored 24/7/365, for this purpose.