Focus Magazine - March/April 2021 by CAI Greater Los Angeles Chapter

in the trenches

L.A.’s Premier Source of Information for Community Associations

March/April 2021

Because transparency is a priority.

RESIDENTIAL

HOA

COMMERCIAL

2021 BOARD OF DIRECTORS

NEWSWORTHY

OFFICERS Teresa Agnew, President Roseman Law, APC, 818-380-6700 Alexandria Pollock, CMCA®, AMS®, PCAM® , President Elect BuildingLink.com, LLC, 310-925-9001 Isaac Camacho, Vice President Accurate Termite & Pest Control, 310-837-6483 Angelique Madrigal, Secretary Ross Morgan & Company, Inc. AAMC®, 818-907-6622 Brian Fleming, CMCA®, AMS®, Treasurer Bel Air Ridge HOA, 310-475-7812

6 The Makings of a Professional Community Manager 8 How Do You Measure Success? 10 How Are You Supporting Your Managers During These Challenging Times? 14 A Day in the Life of a Community Manager 18 The Importance of Manager Education and Credentialing 19 Professional Manager Career Path from CAI and CAMICB 20 Building Blocks for a Strong Manager/Board Relationship 22 Building Strong Vendor Relationships is Essential to Good Management 24 This Wasn’t Part of the Manager Handbook

DIRECTORS Gary Burns, Mulholland Heights HOA, 818-326-2000 Matt Davidson, CCAM-HR®, CMCA®, AMS®, Action Property Management AAMC®, 800-400-2284 Angelique Madrigal, Ross Morgan & Company, Inc. AAMC®, 818-907-6622 Matt Meadors, CMCA®, AMS® HOA Organizers, Inc., 818-778-3331 Kim Province, Pete Fowler Construction Services, 714-783-8646 Erik Rivera, CMCA®, AMS®, PCAM®, Manhattan Pacific Management, Inc., 844-511-0644 Diane Schoolsky, Lingate HOA, 323-640-1277

CHAPTER EXECUTIVE DIRECTOR Joan Urbaniak, MBA, CMCA®

2021 COMMITTEE CHAIRS COMMUNITY EXPO Michelle Caldwell, ePipe Pipe Restoration Jennifer Silva, Dunn-Edwards Paints COMMUNITY OUTREACH Angelique Madrigal, Ross Morgan & Company, Inc. AAMC® Patti Specht, ServiceMaster Recovery by C2C Restoration EXECUTIVE RETREAT Alexandria Pollock, CMCA®, AMS®, PCAM®, BuildingLink.com, LLC FINANCE Nels Atha, CMCA®, AMS®, PCAM®, Common Interest Services, Inc. GOLF TOURNAMENT Julia Gomes, Accurate Termite & Pest Control Jeff Koscher, BluSky Restoration Contractors, LLC

HAPTER UPDATE C 2 Note from the Editor’s Desk 3 Message from the President

NOTEWORTHY 16 Celebrating Industry Excellence Awards 21 Valentine’s Day Card Delivery 26 Working from Home 28 News From Sacramento

FYI

4 30 32 32

2021 Upcoming Events Membership News Advertisers Index Advertising Information

HOA EDUCATION Leslie Barton, CMCA®, AMS®, FirstService Residential AAMC Laura Aguilar, CMCA®, AMS®, Beven & Brock

Our thanks to the Focus Magazine Committee:

LEGISLATIVE SUPPORT Erik Rivera, CMCA®, AMS®, PCAM®, Manhattan Pacific Management, Inc.

Sean Allen, Esq.,Roseman Law, APC Elaine Gower, The Naumann Law Firm, PC Joshua Grass, Fenn Termite & Pest Control Miranda Legaspi, Platinum Security Jocelle Maliwanag, American Heritage Landscape Lesley Millender-Irwin, CCAM®, CMCA®, AMS®, PCAM®, Excelsior at the Americana at Brand HOA Diane Rossiter, CMCA®, AMS®, Bell Canyon Association

MANAGER EDUCATION Helen Cook, CMCA®, AMS®, HOA Organizers, Inc. Martha Perkins, CMCA®, AMS®, Action Property Management MEDIATION SERVICES Steven A, Roseman, Esq., Roseman Law, APC MEMBERSHIP Mimi Cortes, SAX Insurance Agency Tracy Robinson, CCAM®, PMP Management AAMC Business Partner Advocates Ray Moody, City National Bank Gina Roldan, ProTec Building Services PROGRAMS/LUNCHEONS/WEBINARS Sascha Macias, CMCA®, AMS®, PCAM®, FirstService Residential AAMC® Neda Nehouray, CMCA®, AMS®, HOA Organizers, Inc. PUBLICATIONS Jamilla Davis, Dunn-Edwards Paints Jennifer Schuster, Valley Alarm SOCIAL Ashley Hibler, McKenzie Rhody, LLP Michael Valenzuela, Vista Paint Corporation SOCIAL MEDIA Meigan Everett, PCAM®, SwedelsonGottlieb Scott Mikelonis, PMP Management AAMC WINE NIGHT Pamella De Armas, Silicon Beach Insurance Services Elaine Gower, The Naumann Law Firm, PC

CAI-Greater Los Angeles Chapter

Co-chairs: J amilla Davis, Dunn-Edwards Paints Jennifer Schuster, Valley Alarm

This publication seeks to provide CAI-GLAC’s membership with information on community association issues. Authors are responsible for developing the logic of their expressed opinions STAY CONNECTED: and for the authenticity of all facts presented in articles. CAI-GLAC does not necessarily endorse or approve statements of fact or opinion made in these pages and assumes no responsibility for those statements. By submission of editorial content to CAI-GLAC, the author acknowledges and agrees to abide by the editorial and policy guidelines. Copyright © 2021. All rights reserved. Reproduction in whole or in part without written permission is prohibited. CAI is a national, not-for-profit association created in 1973 to educate and represent America’s residential community association industry. National Office Address: 6402 Arlington Blvd. #500, Falls Church, VA 22042 Tel: 888/224-4321 • Web Site: http://www.caionline.org

1010 N. Central Avenue, #316 Glendale, CA 91202 Office: 818-500-8636

March/April 2021 | www.cai-glac.org 1

NOTE

FROM THE EDITOR’S DESK

IN THE TRENCHES COMMUNITY MANAGERS, OUR FRONTLINE WARRIORS—THIS MARCH / APRIL ISSUE IS DEDICATED TO YOU. AS A BUSINESS PARTNER, I AM IN AWE OF THE DEDICATION I SEE IN OUR COMMUNITY MANAGERS. YOU WORK TIRELESSLY TO ENSURE THAT ALL THINGS DEALING WITH YOUR COMMUNITIES ARE WORKING IN ORDER TO IMPROVE YOUR COMMUNITIES—AND THROUGH SOME HAIR-PULLING MOMENTS, I ALWAYS SEE SMILES AND SHARED LAUGHTER,

Jennifer Schuster work from home set-up

WHICH IS A TESTAMENT TO THE LOVE YOU HAVE FOR THE WORK YOU DO. AS STEVE JOBS STATED, “THE ONLY WAY TO DO GREAT WORK IS TO LOVE WHAT YOU DO.” THIS IS EVIDENCED IN ALL OF YOU! In this issue we feature articles that are informative, inspiring and, hopefully, ones that give you a smile. We asked several managers to share their insight, many years of experience, and guidance to write articles ranging from The Makings of a Professional Manager to exploring A Day in the Life of a Community Manager. Also, few management company CEOs share how they are supporting their managers who are working from home during COVID-19. We broach the topic of manager designations and continuing education, and we discuss the relationships between community managers and the HOA volunteers and vendors they work with. On a lighter note, we share funny stories or bloopers that have happened to some our managers, and we share photos of what it looks like to be working from home. You can see my setup as I write this. There are many thanks we owe Community Managers—from Business Partners to the Boards they serve. I hope with this issue, you feel the love we have for you all! Focus Co-Editor Jennifer Schuster Valley Alarm CAI-GLAC does not necessarily endorse or approve statements of fact or opinion made in these pages and assumes no responsibility for those statements. Authors are responsible for developing the logic of their expressed opinions and for the authenticity of all facts presented in articles.

www.cai-glac.org | March/April 2021

CAI-Greater Los Angeles Chapter

MESSAGE

FROM THE PRESIDENT

RISE TOGETHER 2021 IS UNDERWAY AND OUR CHAPTER IS NOT SLOWING DOWN. OUR EDUCATION COMMITTEES HAVE BEEN WORKING MINDFULLY TO COORDINATE PROGRAMS THAT RESONATE WITH OUR MEMBERS AND PROVIDE VALUABLE AND INFORMATIVE CONTENT. THIS ISSUE “IN THE TRENCHES” IS DEDICATED TO OUR COMMUNITY MANAGERS.

The Manager Education Committee is currently working on our Coaching to Credentials Program to ensure we are mentoring new community managers in the industry. If you need information or hold a PCAM® designation and are interested in mentoring, please contact our Executive Director Joan Urbaniak for more information. The Greater Los Angeles Chapter is hosting this year’s California CID Law Course to be held over three mornings (March 22-26), and there will be a virtual CMCA® Review Session on April 16th. REMINDER! The chapter has a scholarship program available to Community Manager members for all 200-level online PMDP courses and in-person courses held in the Los Angeles Chapter area. One of our chapter goals is to continue to provide education and support for our community managers with many different opportunities to assist with career advancement, acquiring designations and educating our communities, including informing HOA board members about the value of designations and professional management. “ A successful person finds the right place for himself. But a successful leader finds the right place for others.” —John C. Maxwell Please join me in recognizing and congratulating our 53 members who were nominated for an Industry Excellence Award. Their dedication, hard work and innovation were inspiring. 2020 was unprecedented, and our volunteers rose above the challenges as evidenced by the many submissions received. We celebrated our award recipients at the February 24th Virtual Industry Excellence Award Celebration hosted by our 2020 Chapter President Sascha Macias. Check out our Social Media platforms for the names of all the recipients. Congratulations!!

In closing, and in the spirit of our theme “Rise Together”, at our January board meeting I posed a challenge to our board and committee members. And now we are challenging each of you. As you know, our theme “Rise Together” is for each of us to support, motivate and inspire one another. Our ask is that each of you reach out to at least one person in the Chapter—someone who you might only see at a luncheon, a friend in the industry that you miss—or go thru the Directory and reach out to one person and just say “Hello”, “How are you doing?”, “Just thinking of you.” Send a text, an email or give them a call. Just think—if each one of us (1,100+ members) reached out to one person, what a positive message and uplifting energy that would bring to our community, our industry. Take care and I look forward to seeing each of you at an industry ZOOM event and in-person events soon!! Be well, 2021 Chapter President Teresa Agnew Roseman Law APC

Coaching to Credentials

Manager Mentor Program Would you like to be able to talk to another manager about their educational path and experience—get their advice about next steps? CAI-GLAC is proud to offer the Coaching to Credentials Manager Mentor Program as a resource to our community manager members. Our goal is to encourage you to achieve CAI designations—ultimately the PCAM® designation. Through the program, an experienced professional manager is paired with a manager newer to the industry or one looking simply for guidance. The scope and duration of the mentoring relationship is determined between the mentor and the protégé. A Mentor can: l Help to identify your specific goals. l Provide career guidance. l Provide vision and insight. l Offer support and advice about CAI courses. l Explain the value of credentials. l Motivate you to progress to the next level of professionalism. For additional information about the CAI-GLAC Manager Mentor Program, please contact the Chapter Office at 818-500-8636.

CAI-Greater Los Angeles Chapter

March/April 2021 | www.cai-glac.org 3

2021 CAI-GLAC Super Sponsors

2021 UPCOMING CHAPTER EVENTS 03

VIRTUAL MINI TRADE FAIR – 12:00 p.m.

Via ZOOM

Educational Webinar – 11:00 a.m.

Via ZOOM

Chapter Board of Directors Meeting – 8:30 a.m.

Via ZOOM

22-26 CID Law Webinar – 9:00 a.m. APRIL

MAY

Virtual Board Leadership Workshop – 9:00 – 11:30 a.m.

Via ZOOM

HOA Evening Webinar – 7:00 p.m.

Via ZOOM

CMCA Review Webinar – 8:30 a.m.

Via ZOOM

Chapter Board of Directors Meeting – 8:30 a.m.

Via ZOOM

Educational Webinar – 11:00 a.m.

Via ZOOM

EDUCATIONAL WEBINAR – 11:00 a.m.

Via ZOOM

Chapter Board of Directors Meeting – 8:30 a.m.

Via ZOOM

Events subject to change, see website for possible updates.

Focus Magazine is Holding an Art Contest ART CONTEST – Rise Together The Art Contest is for all CAI-GLAC members interested in revealing their artistic talents through any artistic medium of your choosing. This contest is designed to encourage members to promote the 2021 CAI-GLAC theme, Rise Together. Using your gifts and getting your hands a little dirty, your artwork should inspire, engage our members, and provide a sense of community. Rules: 1. One submission per member and must be their original work. 2. A rtwork can be done in any medium – paintings, digital works, photography, and sculpture. And can be in any style to best articulate the theme – landscape, portrait, still life, abstract. 3. A rtwork must be sized within 8.75” x 11.25” (vertical, to fit the cover) 4. Using 100 words or less, please provide a description of your piece and how it represents the theme. Submissions: Please submit artwork as a photo and saved as a JPG. Images must be 300 dpi minimum, and CMYK format. They must be photographed without distortion. Please submit to Joan Urbaniak, joan@cai-glac.org.

Berding | Weil Critter Busters, Inc. Dunn-Edwards Paints Manhattan Pacific Management, Inc. Pacific Western Bank PRECISION PAINTING The Naumann Law Firm, PC Whitestone Industries

Via ZOOM

Let Us See Your Artistic Talent!

¢ PLATINUM

PHOTO BY UNSPLASH.COM/@MONAEENDRA

MARCH

¢ GOLD Association Reserves-CA/Los Angeles BEHR PAINT COMPANY Diversified Asphalt Products Fenton Grant Mayfield Kaneda & Litt, LLP Life Specialty Coatings Popular Association Bank ProTec Building Services Securitas Security Services USA, Inc. Sherwin-Williams Paint Company Tinnelly Law Group Vista Paint Corporation ¢ SILVER ADAMS | STIRLING PLC ADCO Roofing & Waterproofing CertaPro Painters of Pasadena CIT-Community Association Banking Division General Pavement Management, Inc. GNG Vinyl Fencing, Inc. Nu Air Services, Inc. Oakridge Landscape Owens, Moskowitz & Associates ProAM Construction Riley Pasek Canty, LLP Segal Insurance Agency, Inc. Select Painting & Construction, Inc. Silicon Beach Insurance Services ¢ BRONZE ALLBRIGHT 1-800 PAINTING Alliance Association Bank Centurion Group Beaumont Tashjian Enhanced Landscape Management Ferris Painting, Inc. Landsystems—A Monarch Landscape Company Poindexter and Company, CPAs Reserve Studies Incorporated Wolf, Rifkin, Shapiro, Schulman & Rabkin, LLP We thank our 2021 sponsors who have made a substantial contribution to ensure our continued success this year.

Title email: ART CONTEST SUBMISSION with YOUR NAME. Prize: All submissions will be displayed in the September/October issue and social media for voting. The submission receiving the most votes will be the 2021 November/December cover art. Closing Date: July 31, 2021

www.cai-glac.org | March/April 2021

CAI-Greater Los Angeles Chapter

March/April 2021 | www.cai-glac.org 5

¢¢¢ By Helen Cook, CMCA®, AMS® and Martha Perkins, CMCA®

WE HAVE ALL HEARD THE HORROR STORIES OF COMMUNITY MANAGEMENT. A MANAGER STEALS MONEY, TAKES A KICKBACK, OR USES FLEX TAPE TO PATCH A HOLE IN A COMMON AREA PIPE (TRUE STORY). WITH MORE THAN 13,000 HOMEOWNERS ASSOCIATIONS IN LOS ANGELES COUNTY AND AN ESTIMATED 2,000+ COMMUNITY MANAGERS AVAILABLE TO ASSIST, WHAT IS THE DIFFERENCE BETWEEN A COMMUNITY MANAGER AND A PROFESSIONAL COMMUNITY MANAGER?

A professional community manager has eight distinct characteristics: Adheres to the Code of Ethics The CAI has a Code of Ethics which states that managers will adhere to the governing documents and local laws, participate in education, act in the best interest of their clients, only take on tasks in which they are competent, advise Boards of their fiduciary duties, work on behalf of the Association, and much more. Professional managers take this Code of Ethics to heart. Is Knowledgeable Education should be a fundamental part of our career, and it does not stop with the CMCA® certification. This business is a conglomerate of various industries. Community managers not only need to educate themselves on the ever-changing laws, but accounting, contracts, customer service, and insurance expertise are vital to a professional manager. The Community Associations Institute(CAI) makes it easy for you to dabble in each of the specialized fields through their education courses. As professional managers we strive to know more and earn a PCAM® designation. Communicates Quickly and Clearly Everyone has had the frustrations of trying to reach someone by email or phone—and it is impossible. Professional community managers make it a point to answer their clients quickly and clearly. Most importantly, a professional manager

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The Makings gs of a Professional Community Manager

will listen. Peter Drucker said, “The most important thing in communication is to hear what isn’t being said.” As a manager, you need to understand even your crankiest homeowner to be effective in your communication. Relies on Industry Experts Community managers are expected to understand basic concepts of plumbing, accounting, legal advice, etc. A professional manager knows the value of an expert. Rather than relying on their own knowledge, the professional will use the expertise of their peers. They understand that sometimes a dollar towards legal counsel or to a contract professional can save thousands in the future. Professional managers surround themselves with industry leaders in all areas of this business. It is this network of strengths that makes the manager shine above all others. Changes with the Environment 2020 taught everyone the importance of being able to adapt to change. The professional manager embraces these challenges and looks for solutions. To cope with change the professional manager will be flexible, research various solutions, think long term and ultimately do what they think is best for the Association as a whole. Change is inevitable. The professional manager is ready to take on the challenges and anticipate them ahead of schedule. Is a Problem Solver People are passionate about their homes. However, with passion come heated discussions and frustrations that are often directed toward the community manager. A professional manager can diffuse that situation by maintaining calm regardless of what may be thrown their way. As a professional manager one must look for the lesson to be learned and the positive in a negative situation. They need to mitigate the situation and diffuse it. Remember there is always a little truth behind someone’s craziness. Facilitates Public Relations As a professional community manager, you must be a Public Relations representative, bridging the gap between the Board and the homeowners. The manager must carefully navigate CAI-Greater Los Angeles Chapter

between being the person who says no, demands assessments be paid, and plans the annual pool party for the Association. A professional manager maintains neutrality and acts on behalf of the Association as a whole. The professional community manager is fair and just, looking at the big picture for the community. Understands the Board’s Goals As a professional community manager, you must understand the board’s goals and align them with the needs of the community. As a professional your job is to advise the board of the right decision. Ultimately, we are the facilitator of the board’s decision, but we should always educate them on doing the right thing. The first step to being a professional manager is attending the M-100 Introduction to Community Association Management course and taking the CMCA® exam—but don’t let it stop there. Continue to educate yourself, network with community partners, and get involved with the CAI-Greater Los Angeles Chapter. In an industry that does not require state licensing, being a professional community manager helps us to rise together! elen Cook, CMCA®, AMS®, is a portfolio H manager at HOA Organizers, Inc. and Martha Perkins, CMCA®, is General Manager of 100 South Doheny Condominium Association. They cochair the CAI-GLAC Manager Education Committee and can be reached at helen@hoaorganizers.com and mperkins@actionlife.com, respectively.

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800.400.2284 | info@actionlife.com

CAI-Greater Los Angeles Chapter

OTHER SERVICES INCLUDE: DEVELOPER PROJECT CONSULTING HOSPITALITY STAFFING AND DEVELOPMENT PREVENTATIVE MAINTENANCE SOLUTIONS

www.actionlife.com

March/April 2021 | www.cai-glac.org 7

HOW DO YOU MEASURE

SUCCESS? ¢¢¢ By Nels Atha, CMCA®, AMS®, PCAM®

ommunity managers are as diverse as the communities we work with and have various strengths and weaknesses. Over the last twenty or so years, I have had the pleasure of knowing and working with many successful community managers. Both professionally and socially, I have known many managers who succeeded with difficult clients, or through difficult projects. Many intelligent, kind, and wellmeaning community managers decide to leave the profession after spending years working as hard as they could and not feeling that they had succeeded. Indeed, many community managers have had the same thought from time-to-time: Is it them or is it me? No matter what tips or ideals I or anyone else share, it is most important to understand that people are successful when they figure out ways to use their own natural strengths and work on (or work around) their weaknesses. Most of the successful community managers I have known have above average communication skills. They often understand how certain statements will be perceived by their communities. Even more importantly, they have a good idea of how those groups’ reactions are likely to be different than the reactions of individuals outside of a group setting. Community managers are often most successful when they can determine the best way to use phone calls, personal meetings, mass mailers, email blasts, or posted notices to break bad news, educate volunteers, or engage

www.cai-glac.org | March/April 2021

in productive discord. They also have a good sense of when information needs to come from a source other than them, such as an industry professional or a community leader. No matter where you work, or what your clients are like, community management is a service industry. Everyone, from the admin and accounting staff to the managers’ supervisors, needs to maintain a service-oriented practice. A manager who cannot figure out how to ensure that their communities feel like the manager cares about them will be out of a job sooner than later. Of course, people pleasing is not always the same as doing a good job. A drive to make others happy is important, but there are many situations where managers must help their boards to make tough decisions which will certainly make a large portion of the community unhappy. Every successful manager that I have known works towards finding a balance of long-term stability while trying to not allow expenses to balloon past the current members’ means. When a community manager finds a community with long-term deferred maintenance, communication and education is the key to ensuring the membership will support the special assessments and construction projects that will move the community towards a state of long-term security.

CAI-Greater Los Angeles Chapter

Successful community managers do all share a common trait—they all put in a lot of effort to develop their working relationships with their community leaders. Skilled communication with communities is not always the product of an innate ability or “way with words” that the manager naturally has but is often a byproduct of a relationship that the manager builds with the Board and the community. The manager depends on community leaders to help them set expectations with the community and gauge the community’s reaction to the manager’s efforts.

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Any manager who is starting out, or is having trouble working with a community, should know that we all have these troubles. We all encounter situations that prevent our success. It is frustrating and it may be alienating. Put in your best effort to build a relationship with the community volunteers. Try to view issues through the viewpoints of the people in the community and serving on the Board. Exercise your empathy. If none of that works and your effort is rewarded only with criticism, consider handing the client over to another manager, or in the case of Large-Scale Managers, consider finding work at a different community. As long as you are working to benefit the community, you will be good at your job.

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Nels Atha, CMCA®, AMS®, PCAM® is the owner and CEO of Common Interest Services, Inc. He has served on CAIGLAC’s Legislative Support Committee, and currently chairs the GLAC’s Finance Committee. He can be reached at nels@hoaemail.com.

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CAI-Greater Los Angeles Chapter

March/April 2021 | www.cai-glac.org 9

How Are You Supporting Your Managers T During These Challenging Times?

BRAD WATSON, CMCA®, AMS®, is the President of PMP Management AAMC, a full-service management company serving Los Angeles, Valencia, Ventura, Orange County and San Diego.

TELECOMMUTING – HERE TO STAY OR TIME TO GO? A look into the pros and cons of telecommuting. he concept of employees telecommuting has been around for decades, and while there have been some select industries and companies that have embraced the ability to leverage technology for employees to work from home, the vast majority have rejected the option of employees telecommuting, until now.

WE ASKED SOME OF THE INDUSTRY’S CEOs AND PRINCIPALS HOW ARE THEIR MANAGEMENT COMPANIES ARE SUPPORTING THEIR MANAGERS— ADDRESSING THE CHANGES, THE STRUGGLES OF WORKING FROM HOME— AND THIS IS WHAT THEY TOLD US!

The COVID-19 pandemic has forced companies to embrace technology and get comfortable with employees telecommuting, but it does not come without its challenges. While there are benefits of employees working from home, there are significant disadvantages that historically have kept companies from fully embracing telecommuting. Will the last year of telecommuting due to the pandemic change employers’ opinions on working remotely post-pandemic, or is telecommuting an unintended fad? Let’s look the at the pros and cons of telecommuting. THE PROS Many employees view the ability to work remotely as a significant perk. There is the advantage of avoiding traffic commute times, which in Southern California can be substantial. Avoiding a commute means there is more time to work, and potentially more personal time each day. Many believe they are more productive working remotely, with fewer interruptions from coworkers and the daily distractions of an office environment. Additionally, there are those who appreciate the ability to multitask (example: doing a load of laundry while waiting for a conference call to start). And from an employer’s standpoint, what’s not to like? Telecommuting is an additional employee benefit that costs the company nothing, and it presents an opportunity to reduce expenses by reducing office space. After all, office space is one of a company’s single biggest expenses. Imagine the impact to the bottom line of cutting office space overhead by 25%, 50% or even 75%, not to mention the savings in automobile and/or gas allowances. It sounds like a win-win for everyone! Not so fast... THE CONS While there are clearly benefits associated with telecommuting, there are notable disadvantages that must be considered. Accountability is one of the most obvious issues that employers reference in terms of employees working remotely. While it is true, some employees are just as accountable working from home as they are in the office, not all

www.cai-glac.org | March/April 2021

CAI-Greater Los Angeles Chapter

employees have the discipline to telecommute. When employees are working remotely, it becomes challenging for employers to monitor work performance and create a culture of accountability. Productivity is another common concern. While some employees may have dedicated home offices with high-speed internet connections and all the comforts of the professional workplace, most do not. While makeshift workspace at the dining room table may work in the interim, it is not sustainable. Then there is the disruption caused by unforeseen visitors and pets at home that do not exist in the workplace. The greatest downside I see to telecommuting is its impact on a company’s culture and the ability for team members to collaborate. For many companies, their internal culture and emphasis on collaboration is essential to their firm’s growth and success. It is very difficult, if not impossible, to recreate a company’s culture and interpersonal collaboration when team members are telecommuting. It is for this reason I believe most companies will return to traditional office environments postpandemic, albeit with a more technologically savvy workforce, thanks in large part to 2020. If anyone told me at the start of 2020 that we would be social distancing, wearing masks when we walked out of our homes, and would be dealing with a global pandemic, I would think they were off their rocker! Yet, that is exactly what happened and the circumstances that we were dealt.

NEDA NEHOURAY, CMCA®, AMS®, is the President and CEO of HOA Organizers, Inc., a full-service management company serving the Los Angeles and surrounding areas.

wo of our core company values at HOA Organizers are being employee-centric, while also being customer-centric. As a CEO, it was truly a delicate balance in ensuring the health and safety of my staff while also balancing the needs of our clients. On March 16, 2020, I decided to close our offices to the public and shifted our operations to have all our staff work from home. We issued a notice to all our clients to advise them of our operational changes, while also sharing that our managers would not be attending in-person meetings until further notice. That notice has obviously not come yet! Since our initial steps taken, we have suspended site inspections when COVID-19 cases have been on the rise, and we have reinstated them… several times. Ultimately, there is nothing more important than the health and safety of our entire staff. With these drastic operational changes came incredible challenges. We went from having multiple in-person meetings, camaraderie, laughs and in-person support, to then working in isolation. Many of us have kids at home or family members CONTINUED ON PAGE 12

Lic.# 665826

1-800-410-5444 For helpful tips and examples of our work: CAI-Greater Los Angeles Chapter

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How Are You Supporting Your Managers During These Challenging Times?

conservative steps as it pertains to company operations for the safety and health of our employees.

CONTINUED FROM PAGE 11

who share our home workspace. We have facilitated weekly management team meetings via Zoom, weekly Zoom administrative meetings and trainings, weekly staff meetings, and between me, our COO and our HR manager, personally checking in with our entire team individually each week. Our managers were also assigned senior manager mentors for added support and guidance. We held staff meetings where in between our directional conversations and training, we shared our emotional struggles. We also hired a trivia company to create a holiday party that would be fun and memorable for our team in place of our usual holiday dinner. In reality, we still struggle with our new work routines. During the pandemic, we polled our staff to see what they would prefer when we would be able to work back in the office. More than 80% of our team shared that they preferred a hybrid of work from home and work from the office. They shared that they miss seeing their colleagues and work family. We miss seeing business partners popping in to say “hi.” We miss seeing our homeowners and board members. While this “new normal” continues to pose emotional challenges for us all, we have found that the most important steps have been to continue to connect with our staff, offer emotional support to one another, and take the most

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RUSSELL HOFFMAN, CMCA®, AMS®, PCAM®, is the President & CEO of Valencia Management Group AAMC, a full-service management company servicing the San Fernando and Los Angeles areas.

hope for an end to this pandemic to give us the ability to choose our new work operations and our norms rather than having that choice made for us. I wish all in our industry good health above all else. Keeping our most mission-critical operations running smoothly with many of our staff working remotely throughout the last year has been a considerable challenge. To address this, beginning in January of last year, we started to acquire the equipment necessary to enable our managers to transition to and from our headquarters and their home offices seamlessly. This included provisioning laptops, docking stations, and peripherals such as dual monitors, laser printer/scanners, and iPads. Likewise, we repurposed the enterprise-grade in-house equipment those laptops replaced by supplying it to our support staff working in customer service and accounting roles to use at home. This has allowed them to work primarily from home and rotate through the office once or twice per week to perform those tasks which require their physical presence, but in a way that minimizes

CAI-Greater Los Angeles Chapter

contact with their colleagues and keeps overall head count and space sharing at a minimum. We have also provided an expense allowance to staff to assist them in improving their remote work environments in a manner individual to their needs. Over the ensuing months we have had to deal with increased usage of conference and video call modalities to allow for both internal staff meetings and to facilitate board meetings. Supporting this adjustment, and the technological evolution of the platforms themselves, has required much of us as an organization. Getting everyone up to speed—both internal staff and our clients/end-users—required a significant increase in our need for in-house training resources to assist those in need with gaining proficiency. In addition to the equipment and supplemental training provided, we have also supported our managers and other employees by providing them with gift cards for lunch or dinner and utility reimbursement allowances for utilizing their homes and cell phones for company business. Today about twenty-five percent of our staff can be found in the office on any given day with the rest working from home. We expect that managers will continue to work partially from home following the pandemic and expect the percentage to be anywhere from 2-3 days per week of remote work in the future. We still see the benefits inhouse from a perspective of efficiency and overall team cohesion but appreciate that some of the work we do can be achieved

Dunn-Edwards Property Services Reps average 10 + years of project assessment experience, and below are a few of the complimentary services we offer property and community managers to help make your job easier!

from home. As our primary concern remains the health and safety of our employees and the communities we serve, we are grateful to have found success in adjusting our model to one that is more flexible and sets us up for continuing operations when unforeseen circumstances require adjustments.

AS YOU CAN SEE, MANAGEMENT COMPANIES HAVE HAD TO PIVOT IN MANY DIRECTIONS TO MAKE THINGS WORK FOR THEM AS WELL AS THEIR EMPLOYEES. THERE ARE A VARIETY OF IDEAS THAT CAN HELP YOU AS PRESIDENT/CEO OF YOUR COMPANY IF THE NEED COMES AROUND. Elaine Gower is the Director of Business Development and client relations at The Naumann Law Firm, PC, a law firm that concentrates its efforts on construction defect litigation throughout Southern California. Elaine is a CAI Educated Business Partner and can be reached at elaine@naumannlegal.com.

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March/April 2021 | www.cai-glac.org 13

A Day in the Life of a Community Manager

Jerri Gaddis, CMCA®, AMS®

Breanne Ackerman

Portfolio Manager, Vintage Group

Sr. Portfolio Manager, FirstService Residential AAMC

“I started in this business in the days of the pager… no cell phone, no internet, no computer! Ahhhh, the good old days when my job was to manage the “sticks and bricks” of the communities. But these are not the bad old days, these are just different days! There is a saying “I plan, and God laughs”—and he must really get a kick out of community managers. My day starts with a prioritized “to-do list” of those items I want to tackle. Then the phone rings or I get that next email that changes it all. Most maintenance issues can be dispatched easily. Those “sticks and bricks” issues are the easy stuff. Then there are those other things that require a bit more: The neighbor’s dog barks and the large business the dog leaves on the lawn; the children playing next door are loud; the dead tree that was never replaced because it was never approved to be replaced; the unapproved exterior improvement that does not look good at all; and then there is the PARKING! Oh geez, the parking! All the things we are tasked with make for a busy day. Never the same day twice, so never boring. And like every job, there are good days and bad days. But at the end of the day, I know that I have done my best to help those people who call me for help. Sometimes, they even thank me! I’ll take it.”

www.cai-glac.org | March/April 2021

“If I had to sum up the day in the life of a community manager, I would simply say: expect the unexpected. Each day brings new trials, new learning experiences and adventures. We must remember that, although we are here to uphold and enforce the associations guidelines and governing documents, we are also here to serve the people. You must be ready to “think outside the box,” have creative solutions for difficult problems and be willing to put yourself in the homeowner’s shoes. Though for us this is work, for them it is their safe place, their home. Something that has been essential for me in my day-to-day is to simply reach out to my colleagues and vendor partners to talk things through as issues arise. Many times, they have had an association with a similar issue and can help shine light on the situation or provide a creative solution. I remind myself daily to treat my homeowners the way I would like to be treated. Communication, prioritization and flexibility are key. I strive to communicate with transparency and respect for those I work with and serve. One could say that a day in the life of a community manager is never boring, constantly changing and always presents new opportunities to learn and to help others.

CAI-Greater Los Angeles Chapter

I have managed to keep things organized for my communities. Mondays are my busiest days. I look at my calendar and see which board meetings are scheduled the following week, I review my to-do list and write down my goals for the week. I also catch up from the weekend’s emails and voicemails.

Carolina Badillo Portfolio Manager, HOA Organizers, Inc. Being in the field of HOA management for five years, I have learned that time management and being proactive is the key to success. Since March 2020 (start of the pandemic) everyone’s routine drastically changed. At least for the HOA Organizers team, we quickly transitioned from working in our beautiful office to working from home, thanks to our CEO, Neda Nehouray. A giant cup of coffee, breakfast with my kids, and checking my emails and voicemails is how I start my day. Although our days are pretty unpredictable and no day is the same,

CAI-Greater Los Angeles Chapter

Tuesdays are full of follow-ups. I set reminders to follow up on tasks and with vendors who are bidding on projects. Boomerang has been a neat tool to use for this. On Wednesdays, the workflow slows down just a slight bit, and I pretty much just handle emails, tasks and phone calls all day. Thursdays are also one of my busiest days. Every other Thursday we have a company staff meeting. I call these the Neda meetings. They are always fun and full of inspiration. I also check in with my boards every other Thursday and keep them updated on the community projects and maintenance issues.

Fridays are my favorite day of the week. I usually prepare all week for the following week’s meetings. But on this day of the week, I compile board packets and send them to my boards. Once my work week is done, I finally wind down and spend time with my family. Jerri, Breanne and Carolina are just a few managers who have adapted to managing their communities during the pandemic. As a manager your day is never the same, but maintaining communication and time management is essential in succeeding in this industry. Whether you are managing one community or a dozen, remaining flexible and optimistic is crucial! Jocelle Maliwanag, MBA, is the Director of Business Development and client relations at American Heritage Landscape. providing landscape maintenance and construction throughout Southern California. Jocelle is a CAI Educated Business Partner and can be reached at jmaliwanag@americanheritagelandscape.com

March/April 2021 | www.cai-glac.org 15

Excellence in Education

“Global Financial Crisis” Webinar

Adrian J. Adams, Esq. ADAMS|STIRLING PLC

CELEBRATING 2020

Excellence

Gary Porter, CPA

Porter & Lasiewicz, CPAs

Regina Korossy, MBA Edmonds Company

Steven J. Tinnelly, Esq. Tinnelly Law Group

Excellence in Community Leadership Beverlywood HOA

February 24, 2021

Mitch Cohen

Dina Glouberman

Editor’s Award

“Addressing Mental Illness”

Lesley Millender-Irwin, CCAM®, AMS®, PCAM®

Matt D. Ober, Esq. CCAL

Richardson|Ober|DeNichilo LLP

FirstService Residential AAMC

Innovation Award

Roger Crumrine, CMCA® PMP Management AAMC

Front Line Heroes

Leslie Barton, CMCA® FirstService Residential AAMC

Jaime Centeno

Trevor Fenwick, AMS®

Action Property Management AAMC

Seabreeze Management Company, AAMC

Thanks To our sponsors CELEBRITY EMCEE SPONSOR

ACCURATE TERMITE & PEST CONTROL Michele Florence

Action Property Management AAMC

Miste Holloway

PMP Management AAMC

Tracy Robinson, CCAM® PMP Management AAMC

Congeniality Award

President’s Award

Alexandria Pollock, CCAM-HR®, PCAM®

Roseman Law APV

Teresa Agnew

BuildingLink.com, LLC

Dick Pruess Stephanie Sanders Keystone Award Award

ADVERTORIAL SPONSORS

BRIGHTVIEW LANDSCAPE SERVICES DESIGN BUILD ASSOCIATES PLATINUM SECURITY, INC. SELECT PAINTING & CONSTRUCTION, INC. WHITESTONE INDUSTRIES EXCLUSIVE AWARD SPONSORS ADVANCED ELECTION SERVICES BLUSKY RESTORATION CONTRACTORS, LLC DUNN-EDWARDS PAINTS NU AIR SERVICES, INC. ROSEMAN LAW, APC THE SHERWIN-WILLIAMS PAINT COMPANY NOMINEE GIFT SPONSORS BERDING|WEIL KINGS III EMERGENCY COMMUNICATIONS NU AIR SERVICES, INC. OFFICIAL HOA ELECTIONS PCW CONTRACTING SERVICES WHITESTONE INDUSTRIES

Outgoing Board Members Pamella De Armas, CIRMS™

Silicon Beach Insurance Services

Elaine Gower

The Naumann Law Firm, PC

Partner in Community Award Adrian J. Adams, Esq. ADAMS|STIRLING PLC

Sascha Macias, CMCA®, AMS®, PCAM®

FirstService Residential AAMC

Professional credentials vary in terms of purpose, educational requirements, rigor, and industry. Those who earn certification typically cite multiple benefits. At the top of the list are relevance & staying current, personal accomplishment, career advancement & marketability, and increased earnings. While some employers fear that certification can lead to a call for promotion, a 2013 survey by Pearson VUE and Firebrand found that is not the case. Rather than seeking promotion or alternative employment, the study of more than 1,300 respondents, who had recently trained and received an industry certification (in this particular study, I.T.), found 75% did so to improve their reputation among peers, improve confidence, and to work on more complex tasks.

The Importance of Manager Education and Credentialing  By Erik M. Rivera, CMCA®, AMS®, PCAM®

Staying current with industry standards is critical in every profession that certifies competence and is important to those professionals who undertake the effort to train and test. Upto-date skills gained in training, continuing education, and recertification benefit not only those who earn the credentials, but also employers and their clients. Although an exact relationship between certification and job performance is difficult to measure, surveys show that earning a credential increases critical thinking and the execution of professional abilities.

The perceived value from professionals carries across industries. For example, according to the Global Knowledge and Tech Republic 2012 IT Skills and Salary Report, employees view certification as a worthwhile career investment. Two-thirds of respondents who certified within the previous five years reported they felt efforts to obtain a certification were worth the additional commitment. The report also noted that more than half of the respondents said employers support and recognize the value certifications provide.

Certification is often a guide that consumers utilize to locate the most qualified service providers available. It provides assurance of quality, knowledge, and ethical conduct. Certification translates to confidence and trust and is valued not only by clients but also by employers. Many desire those who are “certified” because they know the individual has completed advanced training and passed the series of exams deemed satisfactory by a governing board.

Certification allows individuals to differentiate themselves from others in an increasingly competitive global employment landscape. Hiring managers in any field, certification affirms that an applicant is driven to achieve, shows commitment to their profession, and possesses validated knowledge and skills. The resume that denotes professional certification is more likely to be placed in the “interview pile.” For example, a 2010 survey conducted by the HR Certification Institute cited 96% of employers feel that a certified candidate applying for a job would have an advantage over a noncertified candidate. Regarding advancement within an organization, certification helps managers identify employees with the latest skills, knowledge, and drive to move into leadership positions.

o thrive in today’s career market, and more specifically careers in the common interest development sector, we must build a bridge between education and those who seek success by investing in a transparent and effective credential infrastructure. Not only do credentials increase the value an employee brings to a company, but they also bring a sense of knowing and accomplishment to the credentialed individual.

Employers would prefer to hire a certified candidate over one who is not certified. From the employer’s perspective, the top benefits of certification are the validation of an individual’s ability to understand new or complex concepts, higher productivity, and more insightful problem-solving. It has been reported over various studies that certifications are a high priority during the candidate evaluation process. This preference for certification is largely based on improved effectiveness. Certification is also valuable for a company’s reputation. Employees who have earned certification, either as a part of specialized training or work experience, have demonstrated a level of competence that can affect perception among clients and colleagues. For those firms where their leadership team members hold the Professional Community Association Manager (PCAM®) credential from the Community Associations Institute, more value is added to their reputation as a professional firm. It shows the team has a passion for the CID industry and they have proven that they have a drive to exceed industry standards.

www.cai-glac.org | March/April 2021

Holding a certified credential, in the relevant field, brings a sense of accomplishment to the individual and provides added benefits to the employer. Through different studies, this has been proven time and time again. It is one scenario to be an accomplished employee or employer with highly skilled team members, it is another to be a credentialed individual in a professional and high functioning company. Anyone would be remiss to pass on an opportunity to better themselves and their employees. Erik M. Rivera, CMCA®, AMS®, PCAM® is Founder and CEO of Manhattan Pacific Management, Inc., a full-service management company with offices in California and New York. He can be reached at erik@manhattanpacificmgmt.com.

CAI-Greater Los Angeles Chapter

PCAM® PROFESSIONAL MANAGER CAREER PATH FROM CAI AND CAMICB

AMS® CMCA®

Value of CAMICB and CAI Credentials ¡ Portable and recognized around the world. ¡ Accredited and recognized as a credible and reliable certification program by National Commission of Certifying Agencies. ¡ Recognized by state governments around the U.S.

Professional Management Development Program ¡ 18-Course Curriculum › One M-100 - Level Course » The Essentials Of Community Association Management › Six M-200 - Level Courses » Facilities, Risk Management, Financial Management, Community Leadership, Community Governance and Association Communications › Ten M-300 - Level Courses » Available to PCAM®s who need continuing education credits › One M-400 - Level Course » Contemporary Issues In Community Association Management

FULFILL PREREQUISITE REQUIREMENT SUBMIT APPLICATION FOR CMCA® EXAMINATION TAKE & PASS CMCA® EXAMINATION ¡ Fulfill at least one of three of the prerequisite requirements: a. Successfully complete The Essentials of Community Association Management Course (M-100) or, b. Have at least five years of experience in community association management or, c. Hold current license or credential. » For the State of California a CCAM® certification from California Association of Community Management would apply (CACM®) ¡ Complete and submit the CMCA® Application ¡ Successfully complete the CMCA® Examination ¡ Adhere to Standards of Professional Conduct ¡ Continue with Professional Development Education CAI-Greater Los Angeles Chapter

Association Management Specialist (AMS®) Requirements ¡ Obtain CMCA® certification. ¡ Successfully pass two M-200-level PMDP program courses. ¡ Two years of professional management experience. ¡ Comply with Professional Manager Code of Ethics. ¡ Continue with professional development education.

Professional Community Association Manager (PCAM®) ¡ PCAM® program launched in 1982. ¡ Recognized as the pinnacle of achievement in our industry. ¡ For managers with at least five years experience in community association management. ¡ Demonstrates advanced skills and knowledge. ¡ Recognized as one of the best and most experienced managers in the world.

Professional Community Association Manager (PCAM®) Requirements ¡ Pass the CMCA® Examination. ¡ Successfully pass all six M-200-level program courses. ¡ Earn 55 points from CAI and Industry related education programs and events. ¡ Submit PCAM® application. ¡ Successfully complete Case Study. ¡ Comply with Professional Manager Code of Ethics. ¡ Continue with professional development.

The Value of PCAM® ¡ Recognized Nationally ¡ Brand yourself as a Professional in Community Association Management ¡ Gain valuable leadership skills and knowledge for the association, the board of directors and the residents ¡ Expertise – Competitive Advantage ¡ Value to the Company March/April 2021 | www.cai-glac.org 19

A Good Contract

Everything starts with a good contract. The most important clauses are the roles and responsibilities of both the HOA and the community manager. There needs to be a clear understanding of what is and is not covered. How many meetings, how many inspections? A management contract is not a sales document; managers should be careful not to over-promise or commit to unrealistic time frames. In the event the relationship goes bad, there must be a clear delineation of what is or is not a breach of the contract. There also needs to be a clause for curing an alleged breach.

Organized Community Manager

FOR A

STRONG

The community manager needs to be not only educated but also organized. The typical portfolio manager has 8-13 properties under management. Each community likely has 5-10 projects ongoing at any one time. Do the math. It is essential that the community manager keep tabs on all projects, large and small, knowing when to follow up on multiple requests for service, or bids, or information.

For several reasons, one approach that will never work is note pads and post-it notes. The community manager needs to be techMANAGER/ savvy, knowing which tools are needed BOARD under the circumstances. Some follow-up Educated Board Members items are simple, requiring only that the The best board members are educated recipient acknowledge and understand board members. Directors should be RELATIONSHIP what needs to be done. Complex tasks are knowledgeable about their governing more difficult to track—each one a mini documents and have at least a familiarity ¡¡¡By Marc Binenfeld, CCAM® project management job. One tech tool to with California Civil Code. Board members consider is Microsoft Outlook, which is part of the Office Suite. need to be educated as to what their roles are and, as important, Google offers a similar platform with its Google Suite. Both offer what they are not. For instance, a board member should not take on the role of manager. The board needs to support the community great tracking and calendaring functions, which can be shared with the board to keep everyone on the same page. Industrymanager in fulfilling his/her duties. If a homeowner approaches specific management software includes built-in tracking tools. a director with a complaint or concern, which the board member One such example is the TeamSoft Village Management personally acts on and then responds to that homeowner, that Software, a feature-rich suite of accounting, workflow, and owner will continue going to that board member. This is corrosive to the board member/manager relationship. When contacted by an management tools. owner, the board member is best served by instructing that person Good Follow-Up to contact the community manager. In the ideal relationship, the The community manager knows the importance of good followboard meets and decides, and the manager executes the board’s up. The board needs to know that its initiatives are acted upon directives. A useful resource for the board is the Board Leadership and completed in a timely manner. The manager and board Development program, developed by CAI-GLAC. This program is should reach an understanding as to how often the manager will available in two 2½-hour webinars. issue status reports. To some, this is weekly, to others monthly. The status report should indicate clearly what is being acted Speaking with One Voice on, what progress is being made, the next follow-up date, and Something as important as this needs to be in the contract. The ultimately, the estimated completion. Some managers will use manager must be able to rely upon one person to communicate an Excel spreadsheet, while others use customer relationship on behalf of the board. The converse of this, and the nightmare management software programs to track and issue status reports scenario, is the manager having five bosses on the board. This is for their various outstanding projects. an impossible situation since everything potentially takes five times longer to get done. A portfolio manager cannot arbitrate An educated, well governed board has a realistic expectation indecisiveness on behalf of the board. The manager needs clear of what the manager can accomplish. A board that speaks with direction. The community manager may have to train the board one voice helps the manager accomplish tasks in less time. The on this matter. well-educated, organized manager is invaluable to the board and membership. Strong manager/board relationships mean efficient Educated Community Manager outcomes for the community. The community manager needs not only professional education, but experience that molds the manager to be highly effective. Marc Binenfeld, CCAM®, is the principal of Metropolitan The manager should have a thorough understanding of the Property Services, LLC, a full-service management HOA’s governing documents, as well as its financial condition, company serving the HOA and income property industry including the reserve study. Just as vital, the manager needs to in the LA area. He is a CAI-GLAC Past President and can be reached at marc@metroproperty.services. understand the California Civil Code and how it interacts with the governing documents. The manager also needs to know the demographics of the community.

20 www.cai-glac.org | March/April 2021

CAI-Greater Los Angeles Chapter

CAI-GLAC Community Outreach Committee delivered 586 Valentine's Day cards to seven assisted living facilities in the San Fernando Valley. Our thanks to all who sent in cards for delivery. These acts of kindness and caring lifted spirits for residents who have not been able to go out and about since March 2020.

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CAI-Greater Los Angeles Chapter

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March/April 2021 | www.cai-glac.org 21

Building Strong Vendor Relationships is Essential to Good Management

e know that great community managers help create great communities. However, though it may be news to some of us (especially given the fact that our office is now five steps from our bedrooms), we cannot do it all. As the physical presence of community managers has shrunk during the pandemic, HOAs rely on vendors to keep running, and we as managers more than ever rely on vendors to keep our clients happy. They can make our lives easier by reducing complaints and managing projects smoothly. Let’s explore this complex relationship!

How To Spot A Quality Business Partner Of course, the best way to know whether a vendor is one with whom you would like to work is to have done business with them. Short of that, here are some tips for vetting vendors to see if they can become one of your trusted regulars.

 By Matt Meadors, CMCA®, AMS®

www.cai-glac.org | March/April 2021

The CAI Membership Directory is a great place to start to find reputable vendors who have decided that they have enough of a stake in, and familiarity with, common interest developments to dedicate funds to being a member of CAI. That speaks volumes! Remember, however, that you still must adequately research their license and qualifications. Yelp is a great source for reviews. Just be

mindful to take those with a grain of salt, as unhappy people are more likely to speak up. The world of HOA management is small and seems to shrink by the day. Get recommendations from your industry colleagues, especially for specialized projects. Who have they used? Who made their lives easier? Who caused major headaches? When asked, people are surprisingly candid about their experiences. When you put out a Request for Proposal or just send an email, does the vendor respond in a timely manner, and do they give you the information for which you have asked? This is a great first step to determining if they are someone you can work with long term.

Balancing Relationships Community managers are hired to act in the best interest of the corporations that they serve. How does one balance the personal relationships that are often built over years of working with a vendor, with that duty of care for the Association? Perhaps a vendor would ask that you share with them another vendor’s price to “come in strong.” Not only is this against the CAI Code of Ethics (and likely indicative that you ought not be working with this vendor), but it prevents other vendors from having a fair shot at getting work. If a Board prefers to work with a vendor and values the work that they do, a higher price may well be worth it. The loyalty to business partners should only go so far as their quality of work and ability to serve your communities. An open and honest relationship with your vendors is the way to go, which brings us to our third point.

CAI-Greater Los Angeles Chapter

Providing Honest Feedback If a vendor did not get the job or got terminated, be honest with them. Was the price way out of range relative to the other proposals? Was their employee unpleasant to one of the Board members? Did the Board have concerns about the way past projects were handled? Most business partners are happy to receive feedback to improve (or just to hear that it was purely a budgetary decision). Quality business partners have a great impact on our ability to successfully manage and to a great extent impact our reputation with our clients. I am always excited when I can share positive experiences I have had with a vendor with my Boards. It instills trust in the vendor from the outset and, once they have delivered as they said they would, it further solidifies their trust in me. A lot of business partners become close friends, and I am thrilled to be in an industry with such incredible people! Matt Meadors, CMCA®, AMS®, is the Chief Operating Officer of HOA Organizers, Inc, a full-service management company serving Southern California. He serves as an executive for the company and a mentor to newer managers, as well as being a current CAI-GLAC Board Member. Matt can be reached at Matt@hoaorganizers.com.

HOA Premium Reserve Solution Put your funds to work with the leading community association bank: • Choose from the Premium Sweep Account, Premium CD, Premium Ladders CD and Premium Money Market • Enjoy the ease of dealing with one bank to serve all your HOA banking needs • Get a competitive rate of return to grow your reserve funds • Access your funds when needed with the flexibility of investment options With our HOA Premium Reserve Solution, you get the security of knowing your funds are protected by a surety bond.

Let’s get started. Visit cit.com/CABReserves Jolen Zeroski 213.604.1746 Jolen.Zeroski@cit.com

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Premium reserve products are for new money only (money not currently held by CIT Bank, N.A.) Funds in excess of FDIC insurance coverage limits are covered by a third-party issued surety bond. Such excess funds are not subject to FDIC deposit insurance. The surety bond providing excess coverage over FDIC insurance may be cancelled at any time upon 30 days’ written notice. Should a notice of cancellation be given, CIT will contact the client to discuss alternatives to provide for the continued safety of funds. May not be available in every state. ©2020 CIT Group Inc. All rights reserved. CIT and the CIT logo are registered trademarks of CIT Group Inc. Deposit and loan products are offered through CIT Bank, N.A., the FDIC-insured national bank subsidiary of CIT Group Inc. MM#9174

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CAI-Greater Los Angeles Chapter

March/April 2021 | www.cai-glac.org 23

This Wasn’t Part of the Manager Handbook

We asked a couple of managers to share unexpected experiences while on the job.

Heather Nutt, CMCA® Jenkins Properties Management Company, Inc. “I was doing a property walk and found a gopher floating in the jacuzzi. I looked everywhere, but couldn’t find the net. I ended up using a broom handle. After 20 tries I was finally able to get him on the stick and he went flying into the bushes.”

Joanne Peña, CMCA®, AMS®, PCAM® Horizon Management Company AAMC “A homeowner reported birds in his attic. The onsite maintenance supervisor visited the unit and determined that the chirping was actually coming from a smoke detector in need of a new battery.”

We offer free estimates. Please give us a call today!

www.cai-glac.org | March/April 2021

CAI-Greater Los Angeles Chapter

Robin Choppe, CMCA®, AMS®, and Gary Choppe, CMCA®, AMS® HOA Management of Santa Clarita “After warning notifications to homeowners by eblast and newsletters regarding the mating season for our community geese asking that homeowners should stay clear of them when walking their dogs and not to make sudden movements, our HOA President decided to finish his run and go through the property one day. You can only imagine his surprise when the male geese decided to show him a lesson and pursued him around our lake. Our President said he got a major work out that morning, and he had never run faster in his life!” Mystery solved!

Matt Meadors, CMCA®, AMS® HOA Organizers, Inc. “A community spent months investigating a recurring stairwell leak, tearing down walls, looking at every possible entry point, and couldn’t find the issue. After installing a security camera, it revealed a paper boy using the stairwell as a restroom. Mystery solved!"

smacdonald@farmersagent.com www.farmersagent.com/smacdonald License #:0573169

CAI-Greater Los Angeles Chapter

March/April 2021 | www.cai-glac.org 25

Working from Home Together while working remotely Jenkins Properties Management Company Managers

Karlin Van Rossen’s helper in her home office PMP Management AAMC

 Heather Nutt, CMCA®, with companion at home Jenkins Properties Management Company, Inc.

“Ho Hum” from Matthew Wells’ coworker at home FirstService Residential AAMC Michelle Anderson, CMCA®, AMS’s Home Office, PMP Management AAMC

www.cai-glac.org | March/April 2021

CAI-Greater Los Angeles Chapter

Home office of Nancy Patrick with Roxi working away, PMP Management AAMC

Home office of Sascha Macias, CMCA®, AMS®, PCAM® FirstService Residential AAMC

Shelly Holland, PCAM®, LS’s Home Office PMP Management AAMC

 Matt Meadors, CMCA®, AMS, working with CAI at Home HOA Organizers, Inc.

 Breanne Ackerman working from home FirstService Residential AAMC CAI-Greater Los Angeles Chapter

March/April 2021 | www.cai-glac.org 27

NEWS

FROM SACRAMENTO

Virtual Legislative Week at the Capitol Are You Coming?

What is CLAC? THE CALIFORNIA LEGISLATIVE ACTION COMMITTEE (CLAC) IS A VOLUNTEER COMMITTEE OF THE COMMUNITY ASSOCIATIONS INSTITUTE (CAI) CONSISTING OF HOMEOWNERS AND PROFESSIONALS SERVING COMMUNITY ASSOCIATIONS. CAI IS THE LARGEST ADVOCACY ORGANIZATION IN AMERICA DEDICATED TO MONITORING LEGISLATION, EDUCATING ELECTED STATE LAWMAKERS, AND PROTECTING THE INTERESTS OF THOSE LIVING IN COMMUNITY ASSOCIATIONS IN CALIFORNIA.

ABOUT THE ORGANIZATION

ach year, California Community Association members  Is a non-profit, non-partisan committee composed of two Delegates and one Liaison from each of the eight CAI California chapters. visit Sacramento to educate legislators on current issues affecting California’s 55,000 community associations. With  R epresents over 13 million homeowners and property owners in COVID-19 and in-person events continuing to be a concern, more than 52,000 associations throughout California. your CAI-California Legislative Action Committee (CLAC) has  Comprises association homeowners, board members and the witkinad new size_Layout 1 1/28/13 5:04 PM Page 1 an exciting four (4) day virtual CAI-CLAC Legislative Week at professional business partners that service them. the Capitol planned for all CAI California members.  Is NOT a PAC (Political Action Committee) and makes no financial campaign contributions.

Attendees can join virtual briefing sessions with CAI-CLAC’s lobbyist, Louie Brown, to learn what new changes are on the horizon. Legislative visits will be held individually with all eight CAI California Chapters and their local legislators.

 Depends solely on the donations of the community associations, their boards of directors and those who serve HOA members.

These virtual visits are more important than ever—and now can be done in the comfort of your home or office. Come help us educate legislators, seek support for specific bills, and connect with your industry peers!

To safeguard and improve the community association lifestyle and property values by advocating a reasonable balance between state statutory requirements and the ability and authority of individual homeowners to govern themselves through their community associations.

CLAC’S MISSION

We’re looking forward to growing the event through this new virtual capability and strengthening our common legislative efforts for California community associations. “While we will miss coming together in person, we can still come together to make a difference. Now is the time to get involved. We hope to see you there!” — Jeff Beaumont, Esq., CCAL, CAI-CLAC Chair

2021 CONTRIBUTION GOAL $26,016 Contributions as of Febuary 15, 2021: $3,350 / 13%

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www.cai-glac.org | March/April 2021

CAI-Greater Los Angeles Chapter

Legislative Week at the Capitol Schedule of Events

¢ Monday, April 12

¢ Tuesday, April 13

8:30 a.m. | Zoom Check-In and Networking: Including Zoom Tips & Tricks

9:00 a.m.–11:00 a.m. Channel Islands Chapter Virtual Legislative Meeting

9:00 a.m.–9:45 a.m. | Orientation & How a Bill Becomes Law (recommended for first timers) Hosted by CAI-CLAC Legislative Co-Chairs, this insightful presentation reminds attendees “How a Bill Becomes Law.” All attendees are encouraged to attend.

12:30 p.m.–2:30 p.m. Coachella Valley Chapter Virtual Legislative Meeting

9:45 a.m.–10:15 a.m. | Keynote Speaker Speakers in the past have included representatives from CAI National and/or legislators that made a significant impact on HOA legislation. 10:15 a.m.–10:30 a.m. | Brief Break: Stretch Yours Legs, Grab a Fresh Cup of Coffee or Check with Your Team at Your Office

3:00 p.m.–5:00 p.m. Greater Inland Empire Chapter Virtual Legislative Meeting

¢ Wednesday, April 14 9:00 a.m.–11:00 a.m. Greater Los Angeles Chapter Virtual Legislative Meeting 12:30 p.m.–2:30 p.m. Orange County Regional Chapter Virtual Legislative Meeting

10:30 a.m.–12:00 p.m. | Bill Discussion and Strategy with CAI-CLAC’s Legislative Team This presentation is a must-attend for anyone planning to meet virtually with legislators. This portion will be led by CAI-CLAC’s Advocate Louie Brown, Task-Force Leaders, and members of the CAI-CLAC Executive Committee. We will discuss what bills are on the forefront, CAI-CLAC’s position, and strategies on how to approach legislators and their staff.

3:00 p.m.–5:00 p.m. San Diego Chapter Virtual Legislative Meeting

CAI California Local Legislative Virtual Chapter Visits will each start with an introduction session. CAI Advocate, Louie Brown, will announce which legislators’ attendees will meet with, who your team leader/s will be and share any last-minute talking points to discuss with your local legislators or staff. Our goal is for each chapter to meet with two (2) to three (3) legislators during your scheduled session time.

9:00 a.m.–10:00 a.m. | Chapter Virtual Legislative Meeting Debriefs CAI-CLAC Advocate, Louie Brown, will call on an attendee or two from each chapter to summarize their virtual legislative visits. This debrief is extremely important and very insightful. The CAI-CLAC team utilizes feedback from our attendees to further strategize and plan next steps in our advocacy efforts.

Attendees are not required to attend all eight (8) chapter meetings, but are welcome to do so. If you are not able to participate at your local chapter’s virtual event, feel free to pre-register for a meeting time that works best for you.

10:00 a.m.–10:15 a.m. | CAI-CLAC 2020 Volunteer Awards Join us in honoring CAI California Chapters and members who made notable impacts in the unprecedented year of 2020.

12:30 p.m.–2:30 p.m. California North Chapter Virtual Legislative Meeting 3:00 p.m.–5:00 p.m. Bay Area/Central California Chapter Virtual Legislative Meeting

CAI-Greater Los Angeles Chapter

¢ Thursday, April 15 9:00 a.m.–11:00 a.m. | Closing Session: Debriefs | 2020 Volunteer Awards | CAI National Update 8:30 a.m. | Zoom Check-In and Networking, including Zoom Tips & Tricks

10:15 a.m.–11:00 a.m. | CAI National Legislative Update with Q&A Presented by Dawn Bauman, CAE, CAI National Senior Vice President of Government Affairs.

March/April 2021 | www.cai-glac.org 29

WELCOME

NEW CAI-GLAC MEMBERS! AS OF FEBRUARY 15, 2021

BUSINESS PROFESSIONALS RECRUITER Nature Care Services, Inc. CAI National Official HOA Elections Whitestone Industries Rupert Construction Services, Inc. CAI National Southern California Paving, Inc. CAI National COMMUNITY MANAGERS Joseph Onwuegbusi CAI National Jaime Centeno Matt Davidson, CCAM-HR®, CMCA®, AMS® Action Property Management AAMC Kelsey Carey Russell Hoffman, CMCA®, AMS®, PCAM® Valencia Management Group AAMC Shelbey Carey Russell Hoffman, CMCA®, AMS®, PCAM® Valencia Management Group AAMC Ana Vega Heather Miller, CMCA® Rubin Properties, Inc. HOA VOLUNTEER LEADERS Kirsten Everts Alan Gittleson Douglas Kreuschen Joseph Ramirez Jon Rodriguez

Some Sad News One of our treasured manager members, Alissa McMurrin, unexpectedly passed away recently from natural causes. Active on chapter committees and always pursuing industry education, Alissa was an asset to our organization and to our industry. Our thoughts and prayers go out to her family and to the HOA Organizers family with whom she worked so closely.

CAI National CAI National CAI National CAI National CAI National

Certified Public Accountant A Professional who understands Community Associations Member of CAI, American Institute of CPA's and California Society of CPA's Post Office Box 4488 Ventura, California 93007 Phone: 805 659-3600 Fax: 805 659-1136 Email: mark@poindexterandco.com Web: www.poindexterandco.com

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www.cai-glac.org | March/April 2021

CAI-Greater Los Angeles Chapter

OUR THANKS TO RENEWING MEMBERS! AS OF JANUARY 31, 2021

BUSINESS PROFESSIONALS A Plus Tree, Inc. ABM|Business & Industry Action Duct Cleaning, Inc. ADT Security ALLBRIGHT 1-800-PAINTING Alliance Association Bank Allstate Landscape Services, dba Southwest Greens American Technologies, Inc. Animal & Insect Pest Management, Inc. Archon Protection, Inc. Arden Insurance Services LLC Berding|Weil California HOA Collection Services California Safety Agency ClickPay Critter Busters, Inc. Debra L. Sheppard & Associates A PLC Design Build Associates Distinguished Programs Elements Landscape Management Enhanced Landscape Management Global Security Concepts, Inc. Gothic Landscape Guard-Systems, Inc. Iger Wankel Bonkowski, LLP iMail Tracking, LLC Inspectors of Election, The John Forbes Farmers Agency Kulik Gottesman Siegel & Ware, LLP LandCare Law Offices of Marc H. Goldsmith Levitt Group Architects Mariposa Landscapes, Inc. MeterNet Submetering & Billing Solutions MSE Landscape Professionals, Inc. OCBS, Inc. P.W. Stephens Environmental, Inc. Pacific Vista Landscape Services, Inc. Pariser & Pariser, LLP Platinum Security, Inc. Popular Association Banking Prendiville Insurance Agency Reliable Roofing & Retro-Fit Reserve Advisors, LLC Seacoast Commerce Bank ServiceMaster Recovery by C2C Restoration Specialized Pipe Technologies Standpoint, LLC Steve Reich Insurance Agency Trees ‘N Things West One Property Services, Inc. Whitestone Industries

CAI-Greater Los Angeles Chapter

COMMUNITY ASSOCIATIONS Baywatch Townhomes HOA Beverlywood HOA Cabrini Villas HOA Hudson Terrace HOA International Tower Owners Association K. Hovnanian’s Four Seasons at Bakersfield Mariners Park Village HOA Olive Tree HOA Pacific Pines Torrance Maintenance Assn. COMMUNITY MANAGEMENT COMPANIES Chase Blackstone, Inc. Common Interest Services, Inc. Horizon Management Company AAMC Infinity Property Services AAMC Miller & Desatnik Pacific Edge Management, Inc. PMP Management AAMC Ross Morgan & Company, Inc. AAMC Seabreeze Management Company, Inc. AAMC Self Storage Management Company COMMUNITY MANAGERS Shanna Alvarez Associa-PCM Valerie Atkins Briarwood Community Center Leslie Barton, CMCA® FirstService Residential AAMC Sandra Bevardos, CMCA®, AMS® Ross Morgan & Company, Inc. AAMC Lisa Byrd Ross Morgan & Company, Inc. AAMC Donald Campbell, CMCA®, AMS®, PCAM® Briarcliffe Towne Homes Association Gary Choppe, CMCA®, AMS® HOA Management of Santa Clarita Cynthia Croy, CMCA®, AMS® Scott Management Company Rocky David The Carlyle Residences HOA Eugen Diaconu Seabreeze Management Company AAMC Manuel Diaz, CMCA®, AMS®, PCAM® Ten Five Sixty Wilshire Condo Association Carrie Field, CCAM® Associa-PCM Tricia Ford, CMCA® Beven & Brock Jerri Gaddis, CCAM®, CMCA®, AMS® Vintage Group Danielle Glass-Hays, CCAM® Hays Management Group

Linda P. Healey, PCAM® Shanne Ho, CCAM-HR®, PCAM® ProActive Professional Management AAMC Marilyn Howald, CMCA® Beven & Brock Thomas Kim, CMCA®, AMS® Park Villas COA Gregg Lotane, CCAM-HR®, PCAM® The Wilshire Ervin Mezey, CMCA®, AMS® Lesley Millender-Irwin, CCAM®, AMS®, PCAM® FirstService Residential AAMC Christopher Moran FirstService Residential AAMC Jesse Moreno, CMCA® Marina Pacifica HOA Elizabeth Munoz Moller Property Management Heather Nutt, CMCA® Jenkins Properties Management Company, Inc. Bruce Ostermann, CMCA®, AMS® Studio Village HOA Howard Pancirer, CMCA®, AMS® Villa Barcelona HOA Glenn Purdy, CMCA® Los Feliz Estates Owners Assn. Kathy Roberts, CCAM® La Tour Wilshire Residential Community Pam Sabo Ross Morgan & Company, Inc. AAMC Edmund W. Sellman, PCAM® Fidelity Property Services Cynthia Solis Jenkins Properties Management Company, Inc. Laura Tencati, CMCA®, AMS® FirstService Residential AAMC Jennie Twyman, CCAM®, CMCA®, AMS® Marina City Club Cookie Valente, CMCA®, AMS® Manhattan Management Corporation Greg Welsh Jenkins Properties Management Company, Inc. John Wilder Sea Colony HOA II Joy Wei Three Sixty at South Bay HOA COMMUNITY ASSOCIATION LEADERS Shelly Hill Queene Taylor

March/April 2021 | www.cai-glac.org 31

ADVERTISING INFORMATION

ADVERTISERS INDEX

Dimensions & Rates:

7 Action Property Management 11 ALLBRIGHT 1-800-PAINTING 30 Association Reserves–CA/Los Angeles 32 AQUAGUARD LLC 23 CIT–Community Association Banking Division 13 Dunn-Edwards Paints 21 Ferris Painting, Inc. 30 GNG Vinyl Fencing, Inc. 25 Macdonald Insurance Agency IFC Manhattan Pacific Management, Inc. 15 Optimum Professional Property Management AAMC Inc. 9 Pacific Utility Audit 30 Poindexter & Company 21 Popular Association Banking 23 R.W. Stein Painting, Inc. 7 Reserve Studies Inc. 12 Select Painting & Construction, Inc. 9 Segal Insurance Agency, Inc. 5 Shaw, Moses, Mendenhall & Associates Insurance Agency 24 Whitestone Industries 28 Witkin & Neal, Inc.

Artwork must not exceed the exact dimensions of that size ad. For more information, call the Chapter office: 818-500-8636. Ad Size

Ad Dimensions

Members

Non-Members

⅛ page

3½" wide x 2" high (Horizontal)

$200

$400

¼ page

3½" wide x 4¾" high (Vertical)

$300

$600

½ page

7½" wide x 4¾" high (Horizontal)

$425

$850

Full Page

7½" wide x 9.75" high (Vertical)

$800

$1,400

Payment: Rates are subject to change without notice. By credit card, check or cash. Minimum three-insertion contract. Rates subject to change without notice. Advertising Sales: Please contact the Chapter office for advertising specifications and deadline information at: 818-500-8636.

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CAI–MEMBER

CAI-Greater Los Angeles Chapter

HELP US

This top sponsorship shows your support of chapter growth and development. Level $650 Sponsoring all three membership opportunities includes shoutout recognition with company name on social media, on website home page and in Focus Magazine promo, as well as photo op with prize winner at in-person presentation.

DIAMOND SPONSOR

the Greater Los Angeles Chapter this year and fund great contest prizes to reward new members and their recruiters

ONE-YEAR HOA BOARD MEMBERSHIP SPONSOR $300

Sponsor a one-year CAI membership for a community association board of directors. Includes company name on Focus Magazine promo, website and recognition at event when presented.

CAI 150-MEMBER RECRUITER CONTEST $250

Includes company name on website home page and in Focus Magazine promo, as well as photo op with prize winner at event when presented.

ONE YEAR MANAGER MEMBERSHIP SPONSOR $150

Sponsor a one-year CAI membership for a manager. Includes company name on website home page, in Focus Magazine promo and recognition at event when presented.

SPONSORS Beaumont Tashjian Fenton Grant Mayfield Kaneda & Litt, LLP The Miller Law Firm MSE Landscape Professionals, Inc. Pete Fowler Construction Services, Inc. SAX Insurance Agency Tinnelly Law Group Union Bank HOA Services

Please contact the Chapter Office at 818-500-8636 for more information.

Congratulations to our

2020 RECRUITER OF THE YEAR

2021 RECRUITER OF THE MONTH

January

SPONSORS Berding & Weil LLP McKenzie Rhody, LLP ONIT Property Management PCW Contracting Services ProTec Building Services SAX Insurance Agency

Ariel Hess, CCAM®, CMCA®

SCOTT MANAGEMENT COMPANY

Russell Hoffman, CMCA®, AMS®, PCAM® VALENCIA MANAGEMENT GROUP AAMC

#caiglac

CAI-GLAC 1010 N. Central Ave., #316 Glendale, CA 91202

Change Service Requested

Pre-order Your 2021 Condominium Bluebook Today! Price: $26.00 per copy, tax and shipping included. Order copies online at: www.cai-glac.org.

Have you just been elected to your board of directors or are contemplating running for a board seat? You can now access our Community Leadership Series online by subject. Learn the basics that you need to govern your community association more effectively and efficiently — anywhere at your own pace and time. From the time you register online, you will have two weeks to view the class. If you are unable to finish it in one sitting, you can log back in anytime within the two-week period through your account in the Members Only area. Classes are available to CAI-GLAC members and non-members. $25 for chapter members • $35 for non-members

Modules Online Fiduciary Duties and Responsibilities Steven A. Roseman, Esq., Roseman Law, APC Rules and Regulations: Adoption & Enforcement Kelly G. Richardson, Esq. CCAL, Richardson|Ober PC Reserve Studies Les Weinberg, RS, MBA, Reserve Studies Inc. Insurance Issues for Common Interest Developments Kimberly Lilley, CMCA®, CIRMS™ , Berg Insurance Agency

Learn more and register now at www.cai-glac.org.