1 www.cmamanagement.com CMA’s Leadership Advisor SPRING 2010 VOLUME 5/ISSUE NO.1 A periodic publication of RTI/Community Management Associates, Inc. IN THIS ISSUE Information Overload? A glut of information, and not enough time? Your association CC&Rs are just a small part of the deluge of data that can feel overwhelming to association leaders. As a dedicated community volunteer, you squeeze many duties and communications into your crammed schedule. Depend on our professionals to help you cope with information overload. That’s one of the principles for choosing your association’s management company. Think of CMA as the “killer app” that systematically crunches and filters the data and supplies expert knowledge to keep your association running smoothly. We continue to sift, select and share good ideas and sound advice for quality-minded associations. In this edition, we package insightful nuggets of knowledge -- timely, relevant information, without the overload. Sincerely, Judi M. Phares, CMCA ® , PCAM ® Publisher Judi M. Phares, President and CEO, RTI/Community Management Associates, Inc. Handling Peak Calling Volumes CMA’s Customer Care Center handled 3,514 calls in February, an average of 185 calls a day. Calls are handled by three service representatives, plus additional staff who can join the calling queue to help take calls during peak times. For example, on February 9 call volume rose to more than 500 calls. One of the top inquiries concerned questions about CMA’s lockbox mailing address. Although the address changed more than a year ago, checks sent to the old address had been forwarded by the U.S. Post Office to CMA. When the forwarding notice expired, some owners discovered that their banks had been sending automatic bill pay checks to the old address, which was no longer being forwarded. (Continued on page 2) Serving Your Association CMA’ S L EADERSHIP A DVISOR Information Overload? ...........1 Letter from the Publisher Handling Peak Calling Volumes ....1 A “Killer App” for the ACC ........1 Critical Automatic Bill Pay Info ....2 HOA Insurance Pro Insights .......2 Association Insurance Q&A .......3 Save the Date – May 15 ...........4 New Business Manager ...........4 Rob Koop Named Mid Cities VP ...4 CMA Announces iPod™ Winners ..5 Recommended Reading ..........6 TECHNOLOGY UPDATE A “Killer App” for the ACC “I’m willing to serve on the ACC Committee, but don’t make me learn a new software.” If you’ve felt reluctant to log in, Robert Menard, of Villages of North Shore, can identify. Menard has served on the Architectural Control Committee for four years, as well as previously serving on the board of his Flower Mound community. Yet he admits he needed encouragement from a board member and CMA Administrative Assistant Barbara Legan to tackle CMA’s new system to review architectural change requests. (Continued on page 2) www.cartoonstock.com
Transcript
1 www.cmamanagement.comCMA’s Leadership Advisor
SPRING 2010 VOLUME 5 / ISSUE NO.1 A periodic publication of RTI/Community Management Associates, Inc.
IN THIS ISSUE
InformationOverload?A glut of information, and not enough time? Your associationCC&Rs are just a small part of the deluge of data that canfeel overwhelming to association leaders. As a dedicatedcommunity volunteer, you squeeze many duties and communications into your crammed schedule. Depend on
our professionals to help you cope with information overload.
That’s one of the principles for choosingyour association’s management company.Think of CMA as the “killer app” that systematically crunches and filters the dataand supplies expert knowledge to keep yourassociation running smoothly.
We continue to sift, select and share goodideas and sound advice for quality-mindedassociations. In this edition, we packageinsightful nuggets of knowledge -- timely,relevant information, without the overload.
Sincerely,
Judi M. Phares, CMCA®, PCAM® Publisher
Judi M. Phares, President and CEO, RTI/Community Management Associates, Inc.
Handling Peak Calling Volumes
CMA’s Customer Care Center handled3,514 calls in February, an average of 185calls a day. Calls are handled by three service representatives, plus additional staffwho can join the calling queue to help takecalls during peak times. For example, onFebruary 9 call volume rose to more than500 calls.
One of the top inquiries concerned questions about CMA’s lockbox mailingaddress. Although the address changedmore than a year ago, checks sent to the oldaddress had been forwarded by the U.S. PostOffice to CMA. When the forwardingnotice expired, some owners discovered thattheir banks had been sending automatic billpay checks to the old address, which was nolonger being forwarded.
(Continued on page 2)
Serving YourAssociation
CMA’S LEADERSHIP ADVISOR
Information Overload? . . . . . . . . . . .1Letter from the Publisher
Handling Peak Calling Volumes . . . .1
A “Killer App” for the ACC . . . . . . . .1
Critical Automatic Bill Pay Info . . . .2
HOA Insurance Pro Insights . . . . . . .2
Association Insurance Q&A . . . . . . .3
Save the Date – May 15 . . . . . . . . . . .4
New Business Manager . . . . . . . . . . .4
Rob Koop Named Mid Cities VP . . .4
CMA Announces iPod™ Winners . .5
Recommended Reading . . . . . . . . . .6
TECHNOLOGY UPDATE
A “Killer App” for the ACC
“I’m willing to serve on the ACC Committee, but don’t make me learn a new software.”If you’ve felt reluctant to log in, Robert Menard, of Villages of North Shore, can identify. Menard has served on the Architectural Control Committee for four years, aswell as previously serving on the board of his Flower Mound community. Yet he admitshe needed encouragement from a board member and CMA Administrative AssistantBarbara Legan to tackle CMA’s new system to review architectural change requests.
(Continued on page 2)
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2 www.cmamanagement.comCMA’s Leadership Advisor
A “Killer App” for the ACCDreading “Another software, and anotherpassword,” Menard was “sold” after hisfirst experience. Instead of exchanging aseries of e-mails, the three members ofthe ACC log in to their association’sCMA website to review and approverequests.
“I was unhappy with Barbara’s suggestionto use the new system, but I was verypleased with the result. It’s an improve-ment, and just as easy as our previous e-mail process.” says Menard. “Thedetails and comments of all requests arelocated in one place, and it’s moreefficient to administer.” Menard offersthis tip: “ACC members who need helplogging in the first time should contacttheir regional CMA office for support.”
David Stewart serves as the Board Liaisonwith the Grand Peninsula Owners’Association Modification Committee.During the busy summer season, theymay handle 30 requests a month. For thepast three months, they’ve been usingCMA’s online process. Recently, Davidtalked about the old e-mail process.“The paper trail was very difficult tomanage, especially when we had backand forth [communication] on conditionsfor approval or were considering disap-proval,” he said. “With the online system,all communications are maintained untilthe final approval is made. It’s easy tofigure out which requests are outstandingand what the status is.”
Stewart finds the system a useful tool tohelp the committee keep sight of theirreal purpose. “Our goal is to ensure thatimprovements are in character with therest of the community, and that they are of high quality so homeowner equityis enhanced,” says Stewart. “The morestringently you stay true to your community’s standards, the better yourcommunity will look years down the road.”
TECHNOLOGY UPDATE
Critical Info for Automatic Bill Pay(Continued from page 1)
(Continued from page 1)
When you choose to pay online through your bank, the payment amount typically is drawn from your account on the same day; however, your bank may not cut and mail apaper check until your indicated “Deliver by” date. Differentbanks have different timelines; please check with your bank forfurther information.
Depending on your bank’s processing, typically you should allowat least 5 to 7 days after the “Deliver by” date for payments, suchas an HOA payment to arrive by mail to the payment processingcenter. It is an electronic payment for you, but not the bank; therefore, when setting up your online payment, be sure to allowsufficient time for your bank to process and mail your payment.
This payment process differs from e-checking. If your banktransfers funds to the payee, such as CMA, electronically, the payment may be received in ashorter interval. This information is also posted on CMA’s website to inform our ownerswho pay online.
The correct address for the CMA lockbox is:Payment Processing CenterP.O. Box 926850Norcross, GA 30010-6850
CONSULTING EXPERTS
HOA Insurance Pro Shares InsightsSwimming pools, club houses, slips andfalls, water leaks, fencing, hail damages.The HOA requires unique insurance pro-grams to manage these exposures. You
should be able to call on your insuranceagent to provide the professional assistanceassociation boards need to satisfy theserequirements.
Bill Webb is an executive withScarbrough, Medlin &Associates, Inc., andHomeowners AssociationInsurance Managers, a divisionof SMA. He specializes inhandling condominium associ-ations, single-family homeown-ers associations, and townhome associations. Here’s hisdigest of key points to knowabout your HOA’s insurance toachieve the best service, stabili-ty and pricing.
First, you and your manager should review the insurance provisions in the association by-laws and/or declarations. Theprovisions vary from detailed requirements for the board to followto relatively vague requirements “that the board may purchaseproperty and liability insurance on the commonly owned property” usually followed by “and such other insurance as theboard may deem appropriate.”
Next, contact your insurance provider and send the insuranceprovisions. Your insurance agent will then be able to assist you inmaking sure your insurance meets the minimum requirements ofthe provisions and recommend any other coverage needed.
What are the typical recommended coverages?
A General Liability policy provides coverage for bodilyinjuries and property damagesfor accidental occurrences forwhich the association is allegedto be liable.
Property Insurance on buildingsand other improvements ownedby the association for lossesincluding fire, windstorm, hurri-cane, hail, vandalism, water dam-age from burst pipes and so forth.
Non-Owned AutomobileLiability coverage protects theassociation from claims emanat-ing from association membersuse of their personal automobilewhile on association business.
Directors and Officers Liability (covering wrongful acts committed in good faith by the directors and officers) is alwaysrequired. It also covers the association, which is very importantbecause the association indemnifies and holds harmless thedirectors and officers to the extent legally permissible and theassociation would have to pay for their legal expenses if theywere not insured.
Umbrella Excess Liability, which supplements the limits of theunderlying general, automobile, and directors and officers liabilitypolicies.
Blanket Fidelity Insurance on all directors and officers and allothers that may be handling association funds. Even though theassociation has no employees, Workers’ Compensation shouldbe carried for claims that can arise from a person engaged by anowner alleging he was injured and was an association employee.
Q & A about Association InsuranceHow should claims be handled?
• When damage occurs, take immediate steps to prevent furtherdamage and/or get immediate treatment for an injured person.
•Then, as soon as practical, contact the insurance agent toreport the details of who, when, what occurred and an estimateof the repair costs.
• Ask the agent to have the company advise when the claimis assigned to an adjuster and have the agent give you thename and contact information.
• Follow up with that assigned claims person if you have notbeen contacted by the time you get the information.
• From that point on, follow the instructions from theadjuster and ask the agent for guidance if any of the instruc-tions received create questions as to coverage on any other
matter on the claim.
What tips can you offer for purchasing insurance?
• Select an insurance agent whois experienced in handling HOAsand who will meet with the boardwhen requested.
• Review the property insurancelimits, at least at every renewal,and make sure they are increasedfor inflation and are adequate tomeet the requirements of any coinsurance clause. Ask yourprovider if the coinsurance clausecan be waived (agreed amount)and if the coverage on property can be made ‘blanket’.
• Board and committee members should check into havingtheir personal homeowners policy endorsed to provide per-sonal injury coverage by adding Endorsement 201. This provides coverage for claims that might arise from your activitieswith a non-profit organization for libel, slander, invasion of privacy, and malicious prosecution. Most homeowners offer thiscoverage, which may not be provided under the directors andofficers liability policy, for a nominal charge.
At CMA We’re Here to Help.
Your association manager can help you schedule an appointment with Bill or another HOA insurance specialist of your choice.
CONSULTING EXPERTS
(Continued from page 2)
4 www.cmamanagement.comCMA’s Leadership Advisor
Is Your Association Fiscally Fit? Save this date - May 15th for the CMA Fiscal Fitness Forum
Saturday – May 15, 20108:30 a.m. – NoonOmni Dallas Hotel – Park West1590 LBJ FreewayDallas, TX 75234972-869-4300
LEADERSHIPDEVELOPMENT
Hear two greatguest speakers.Both will answer questions in anopen session for Q & A:
Dan Pellar, Attorney at Law for ThePellar Law Firm, P.L.L.C. This experi-enced HOA attorney and veteran HOAboard member will make a presentationabout the HOA collections process froma legal perspective.
Kirk Whorf, Executive Vice Presidentand Chief Financial Officer, North StateBank will present and discuss Banking &Investments for HOAs.
CMA Names Business Development ManagerJay Stoltz has joined CMA’s executive team to headmarketing and client relationship management andwork closely with key stakeholders, such as residentialand commercial developers, community leaders, townand city planners and other municipal decision makers.
Jay possesses a wealth of experience as a real estatebroker and business development executive with TheStaubach Company, Trammell Crow Residential andits Riverstone Residential Group.
Exclusive communities throughout the Metroplex andthe Southwest choose CMA as their management com-pany. As an advocate for strong, well-managed commu-nities, we’re here to serve you.
Read the Press Announcement
Rob Koop Named VP for Mid Cities Rob Koop has been promoted to become CMA’sRegional Vice President of Operations, Mid Cities.Rob will oversee all operations and supervise the stafffor our Mid Cities Region.
“Rob possesses the outstanding interpersonal abilityand the breadth of management expertise and experience required for this key leadership role,” saidJudi Phares, President and CEO. “He has cultivatedclose working relationships with Boards who rely on hisexceptional leadershipand professional counselin handling associationmatters.” Rob will workclosely with CMA staff totransition his currentclient portfolio andassume leadership
responsibilities for our Mid Cities clients.
He has previously served as a member of CMA’s leader-ship team and Regional Director of the Allen region.Joining CMA in 2004, Rob had four years experience inthe community management industry in California beforehis tenure with CMA. He holds the professional certifica-tions of CMCA and AMS, as well as a bachelor’s degree ineconomics from the University of Texas at Dallas.
Jay StoltzBusiness Development Manager
Rob KoopRegional Vice President ofOperations, Mid Cities
Winning owner Christopher Greer of the Twin Creeks Community Associationand Danny Haisler, board president and developer of Twin Creeks CA.
BUILDING COMMUNITY
CMA is pleased to announce the prize winners in a drawing whichwas held for owners who paid their 4th quarter and annual assess-ments online by January 1.
CMA sponsored the drawing on behalf of its Association clients asan incentive for owners to use its website to pay their dues online.More than 4,000 owners paid their dues online betweenNovember 1, 2009 and January 1, 2010. An electronic drawingrandomly selected the three winners from among all those ownerswho visited the CMA website to pay their dues by e-check or cred-it card by January 1, 2010. Since the CINC system was imple-mented, more than 17,500 owners have registered as users. (As apercentage, the number of owners who pay online is small, but
And the Winners Are ...growing —about 70,000statements were mailedin November, with 4000of those paid online.)
We believe offeringincentive awards mayresult in more on-time,electronic payments andfewer delinquencies. It’s partof our continuous effort to operate CMA more efficiently and helpyour Association control costs. We hope you agree it was a greatway to set a positive tone for 2010.
The iPod nano™ The world’s most popular MP3 player with video camera,larger screen, FM radio and Live pause.
iPod winners Connie Rensink of the Hometown N. Richland Hills ResidentialAssociation and Susan Jack of Stone Hill HOA.
On My Honor, I Will:The Journey to Integrity-Driven® Leadership
by Randy S. Pennington
Building on the timeless principles found in the venerated ScoutOath, author and corporate consultant Randy Pennington showshow to live with personal integrity; build strong relationships withinterpersonal integrity; and build a foundation for success in a hyper-competitive world through organizational integrity.
Why is integrity crucial to every leader's success and how do aspiringleaders achieve it? On My Honor, I Will features fascinating insightsfrom legendary leaders like H. Ross Perot, Rex Tillerson, JudgeWilliam S. Sessions, Howard Putnam, and our own Judi Phares. Theleaders who inspire and challenge us to be and deliver our very bestare distinguished by something much more powerful: a reputationfor integrity, duty, service, honor, and doing what is right.
CMA’s Leadership AdvisorA periodic publication of
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