A R T I C L E S
Community Association Budgeting: Best Practices for Florida Condo and HOA Boards
An Overview of Community Association Meetings
Golf Course Risk Management
Get Ahead of Maintenance Needs for Aging Infrastructure
Maximizing Transparency and Participation in Annual Meetings
Budgeting for a Better Community: Best Practices for HOA & Condo Associations
Executives
Erin Nickerson President
Brenda Kettwig President-Elect
Marcy Kravit Vice President
Irene LaTour Treasurer
Terresa Streng Secretary
Directors
Catie Phillips
Chris Hernandez
Cliff Nash
Erica Dalesandro
Luis Alicea
Sheri Smith
Hello Gold Coast community leaders and partners!
I'm continually inspired by the hard work I see across our chapter Your participation drives our mission to build better communities, and I'm excited to share a few highlights of what's been happening.
and
Our commitment to providing essential education was demonstrated by the successful Annual Day of Education on July 31st. We were thrilled to have over 100 licensed community managers and board members in attendance. This event, featuring CAI lobbyists Travis Moore and DBPR Deputy Bureau Chief Franco Escudero, was designed to help you navigate Florida's evolving legislative landscape and get a head start on your legally obligated continuing education credits
The 27th Annual Golf Tournament is just around the corner on September 12th at the Abacoa Golf Club. It's a prime opportunity to connect with peers and strengthen business relationships Some sponsorships and foursomes remain, so make sure to claim your spot in one of our most anticipated events of the year!
Looking ahead, our Social Committee is hosting a networking event in Boca Raton on October 30th, and we will be celebrating the holidays with our Golden Gala on December 5th. Both events will offer appetizers, drink tickets, and great networking opportunities with peers and our valued business partners.
After the success of our first young professional networking event, the committee is already planning its next event a fun twist on the popular "adult" golf tournament with a young professional mini golf tournament! Stay tuned for more news to come!
We are proud of our work and we couldn't have done it without you. I encourage you to join us at these upcoming events. Your voice and time are what make the CAI Gold Coast chapter a truly exceptional organization.
Thank you for your continued support.
Together, we are building stronger, better communities.
Dear Gold Coast Connection Community,
With just over four months to go until we close the chapter on 2025 (how is this even possible?!), it’s important to reflect on the good things happening all around us, both personally and professionally While it can sometimes feel overwhelming, we forget that what we’re living day to day is likely someone else’s dream Stepping back and focusing on gratitude for what we have in the moment can shift things in our favor If our sole focus is on the lack of what we have versus what we see others attaining and celebrating, we’ll never get out of our own way and experience our full potential
On the topic of fulfilling our potential, the Education Committee executed a fabulous Day of Education event in Delray Beach on the last day of July including top-tier education, sold out sponsor opportunities, and networking with some of the most amazing people in this industry One of the classes drew so much interest that it had to be moved on the fly to the main event room, allowing many of the event sponsors the opportunity to get in on the education action!
Check out the committee updates and photo recaps included in this quarter’s magazine – you just may see yourself in a photo or two! We’re thrilled to highlight our phenomenal CAI Gold Coast Committee members and leadership this quarter and beyond They are the heartbeat of the organization and work hard in their respective roles to fulfill the Chapter’s mission and vision Interested in getting involved in a committee? Reach out to our fabulous Chapter Executive Director, Alicia Fella, at ced@cai-goldcoast org for more information
A heartfelt thanks to those that contributed to this issue of the magazine We’re so grateful for sharing your knowledge and expertise
Happy reading!
Tressa Bishop,
MBA, CIC, EBP, CIRMS® Senior Vice President Alliant Insurance Services
Share Your Expertise! Submit Your Article Today
Share Your Expertise! Submit Your Article Today
Have insights, stories, or expertise to share? We’re now accepting article submissions from our members get published and inspire others!
Community Community Association Association
Budgeting: Budgeting: Best Practices for Best Practices for Florida Condo Florida Condo and HOA Boards and HOA Boards
By: Cory Kravit
By: Cory Kravit
Kovitz, Shifrin, Nesbit Kovitz, Shifrin, Nesbit
For Florida community associations, effective budget planning is more than just balancing numbers. Budgeting is a legal requirement and a safeguard for the longterm financial health of your community. Board members and property managers must take a proactive, informed approach especially with evolving state laws, rising insurance costs, and the growing importance of properly funded reserves
Here are several best practices to help your Florida condo or HOA board plan, prepare, and evaluate your annual budget with confidence
Florida law mandates specific budgeting practices for associations, especially regarding reserves. For example:
Condominiums must present a proposed annual budget that includes fully funded reserves for roof replacement, building painting, pavement resurfacing, and any component costing $25,000 or more Owners may vote to waive or reduce reserves, but recent legislation has limited that flexibility. Homeowners’ Associations have more discretion but must still follow their governing documents and provide proper notice of budget meetings.Consult your association’s attorney and accountant each budget season to ensure compliance.
Begin budgeting several months before the new fiscal year. Early planning helps avoid rushed decisions or special assessments. This allows time to:
Review current and historical expenses
Gather vendor and insurance quotes
Account for inflation and cost increases
Solicit input from committees or residents
Legislation following the Surfside condo tragedy emphasized the importance of reserves. Associations can no longer rely on waiving or underfunding reserves long term
Conduct reserve studies regularly to determine remaining useful life and replacement costs of major components. Ensure the reserve schedule is realistic and funded based on actual needs, not just to keep assessments low Inadequate reserves may affect property values and expose boards to liability.
Insurance premiums have surged in Florida due to hurricanes and litigation Associations must budget accordingly. Work with your insurance broker early to secure quotes and explore options like umbrella or windstorm policies. Also budget for deductibles, especially in flood or high-risk zones.
Regular maintenance helps avoid costly repairs. Budgeting for routine services (ex. landscaping, elevator maintenance, pool upkeep, pest control) supports long-term savings and community upkeep.
Also consider vendor contracts up for renewal, rising labor/material costs, and hurricane preparations (ex tree trimming, generator maintenance)
Budget meetings must be properly noticed and owners must receive copies of the proposed budget Be prepared to explain why assessments are increasing (if applicable), how reserve funding decisions were made, and what major projects are anticipated. Clear communication builds trust and reduces confusion or disputes.
Finally, Florida associations face unique challenges, from severe weather to evolving legal requirements. Boards and managers who plan ahead and stay informed are best positioned to protect their community’s financial health. Consult your association attorney during budget season to ensure compliance with Florida law and your governing documents.
Attorney Cory Kravit is the managing partner of KSN Florida. He received his bachelor’s degree in political science with honors from University of Florida and his Juris Doctor degree from Stetson University College of Law Cory has extensive experience representing condominium, homeowner (HOA) and townhome community associations and provides counsel on everything from policies and rule enforcement to litigation matters.
Presented by the Social Committee
Presented by the Social Committee
By: Laura Manning-Hudson
By: Laura Manning-Hudson
Siegfried Rivera Siegfried
Rivera
The management and administration of community associations entails an open process in which the participation of unit-owner members plays a vital role. Association meetings are where the rubber meets the road for the proper and effective functioning of communities, so owners should come to know and understand the different types of meetings and how they are used.
The most common types of association meetings are annual members’ meetings, regular board meetings, and special meetings. The annual meetings are typically for the purpose of association elections, while regular board meetings predominantly take place on a monthly basis and focus on addressing all the issues that are currently under discussion as well as the day-to-day operations Special meetings are reserved for specific board or membership issues that require immediate attention such as budget adoption, material alterations or amendments to governing documents
Florida law and association governing documents dictate specific notice requirements for meetings Notices of members’ meetings and special meetings of the board must be provided to the unit-owner members within a certain timeframe, which is typically 14 to 30 days prior to a meeting, while notices of regular board meetings typically only require two days’ notice The notice must include the date, time, location, and agenda, thereby enabling owners to prepare and participate.
Association members have the right to attend and participate in meetings. Doing so enables them to stay informed about all the issues and decisions that communities are facing, have their questions answered, voice their opinions, and contribute to the decision-making process. Regular involvement in such open forums also fosters community harmony.
As the elected representatives, the members of association boards of directors play a leadership role in meetings. Votes of the directors during meetings are how most community decisions are made, so board meetings provide owners an opportunity to engage with the directors, provide feedback on matters prior to votes, and request information on anything that comes before the board.
The meeting agendas list all the issues that are to be discussed at association meetings, and the minutes serve to document and chronicle votes that were taken Owners should review agendas prior to attending meetings to understand everything that will be on the table, and it is also wise to review the minutes of the preceding meetings to learn about the status of all that has transpired and the decisions that have already taken place
Association meetings will typically include a designated period for owner questions and input. These portions are when owners can raise any issues they may have, provide feedback on the matters going before a vote of the directors, and express their opinions in a constructive and respectful manner.
When owners are unable to attend meetings in which votes of the entire membership are taking place, absentee participation is allowed via proxy voting. Voting by proxy enables unit-owner members to assign their voting rights to another individual who will represent them during such meetings and vote as the owner has directed In some communities, absentee owners may also participate by submitting written statements or questions to be addressed during a meeting.
Association meetings rely on the willingness of directors and owners to communicate their concerns in a respectful manner, listen to differing perspectives, and work towards finding common ground. By attending meetings and contributing to their community’s decisions and staying informed, owners can help to ensure their voices are heard and they make a positive impact
Laura Manning-Hudson is the managing shareholder of the West Palm Beach office of the law firm of Siegfried Rivera. She is board certified as an expert in community association law by The Florida Bar, and is one of the firm’s most prolific contributors to its Newsroom blog at www.SiegfriedRivera.com/blog.
Steve G. Mason 2025 Committee Chair
We are excited to share that several sponsorship opportunities are still available for our 27th Annual Golf Tournament. Options include Hole Sponsorships, Breakfast Sponsorships, Lunch/Table Sponsorships, Cocktail Sponsorships, Booze Booth Sponsorships, Golf Shoe Bag Sponsorships, Kombi Keg Sponsorships, Entertainment/DJ Sponsorship, Putting Contest Tent Sponsorship, Swag Bag Sponsorships, Prize Sponsorships, and Course/Tee Sign Sponsorships.
Your support plays a vital role in making this event a success Every sponsorship helps us create a memorable tournament experience and contributes to our charitable donation. We appreciate the generosity of our sponsors and look forward to showcasing your business to our community.
By: By: Alliant Insurance Services Alliant Insurance Services
Golf courses within community associations face a wide array of exposures that can threaten and disrupt the otherwise idyllic lifestyle of the community From trips and falls to environmental concerns, operating in this industry comes with unique risks that require a comprehensive, proactive approach to risk management.
Following specific golf course risk management tips will help you effectively minimize claims, reduce insurance costs and improve safety, ensuring you can deliver a high-quality experience for members and secure your community’s longterm future.
Employee and Workplace Safety
Grounds crews, hospitality workers, and food and beverage staff all play an important role in keeping operations running smoothly; however, they each face a range of risks, from slips, trips and falls to equipment-related injuries.
There are a variety of benefits to creating a safety culture within the operation that prioritizes employee wellness, including:
Drives employee engagement and productivity
Increases employee retention
Minimizes workers’ compensation claims
Reduces liability exposure
Enhances your facility’s reputation
To prioritize workplace safety, leverage these best practices:
Provide safety training for all employees: This should include golf course maintenance safety, equipment handling and emergency response procedures
Ensure proper use of personal protective equipment (PPE): Groundskeepers and maintenance staff should use PPE like gloves, safety goggles and steeltoed boots to prevent injuries.
Implement slip, trip and fall prevention measures: Non-slip mats, clear walkways, adequate lighting and proper drainage systems can help avoid falls.
Establish clear procedures for heat exposure prevention: Offer employees hydration stations and shaded break areas
Maintain an up-to-date first aid kit: Ensure staff are trained in CPR and first aid so they can readily respond to any emergencies with appropriate first aid tools on hand.
Improper use of golf carts is one of the top ways members and employees get injured. Since carts are used frequently in areas shared by pedestrians, players and staff, improper conduct like speeding, distracted driving and sharp turns can quickly result in severe injuries According to a study from the American Osteopathic Academy of Orthopedics, more than 15,000 golf cart-related injuries result in emergency department visits occur each year.
To protect against golf cart incidents, use these strategies:
Implement strict golf cart safety rules for employees and members, including speed limits, safety signage and designated pathways
Regularly inspect and maintain golf carts to prevent mechanical failures.
Provide training for staff on proper operation and maintenance of golf carts and maintenance vehicles.
Clearly mark areas where golf carts, pedestrians and vehicles share space
Use barriers or speed bumps to prevent accidents in high-traffic areas.
Regular course and facility maintenance is essential not only for keeping up the aesthetics, but for creating a safe environment. Poorly maintained areas, such as uneven walkways or overgrown vegetation, can lead to slips, trips and falls
Demonstrate that your community is effectively meeting its duty of care to prevent injuries by using the following safety tips:
Regularly inspect the course for uneven terrain, tree hazards and potential tripping hazards and act quickly to repair issues.
Ensure proper maintenance and storage of landscaping tools and equipment so your employees have the necessary tools on hand to correct issues. Implement pesticide and fertilizer safety measures to prevent chemical exposure and contamination, such as restricting access to areas during application and storing fertilizers securely.
Maintain clear and well-lit pathways, parking lots and entrances
Conduct seasonal maintenance to address weather-related hazards, such as excessive rain runoff.
The More Rewarding Way to Manage Risk
When your members need a break from golfing, they’ll turn to your clubhouse for an enjoyable meal in a clean, well-managed environment. However, this may come with its own sets of risks the possibility of slip and fall accidents in dining areas and kitchens, strict food handling guidelines, and fire hazards Use this checklist to identify and manage risks in the clubhouse area:
Ensure compliance with food safety regulations, including proper food storage, handling and employee hygiene.
Train bar staff in responsible alcohol service to prevent overconsumption and liability issues.
Install slip-resistant flooring and regularly inspect high-traffic areas for hazards
Conduct fire safety checks, including fire extinguisher inspections and emergency exit accessibility.
Implement security measures to prevent theft or altercations.
EPL lawsuits are a growing concern, with one in five civil court cases involving employment-related claims. If an employee presses charges against the association alleging violations of their legal rights, you can incur significant legal expenses. The average cost of defending and settling an EPL case is $160,000, making it essential to mitigate these risks
To avoid costly and time-consuming EPL lawsuits, use these proven tips:
Develop and enforce clear policies related to hiring, discipline, promotions and terminations
Maintain an employee handbook outlining anti-discrimination, anti-harassment and reporting procedures.
Provide regular training on workplace conduct and conflict resolution. Document all employment actions, including performance evaluations, disciplinary actions and complaints.
Work with HR professionals and legal advisors to ensure compliance with employment laws
Secure an employment practices liability insurance (EPLI) policy to cover legal costs, settlements and judgments.
Strong loss control practices will safeguard against accidents and the frequency and severity of claims. However, if the unexpected occurs, insurance is an imperative tool to mitigate financial losses and secure your association’s continued health
Associations that implement strong loss control procedures are rewarded with better insurance outcomes, including lower premiums, fewer exclusions and access to high-quality insurers. To maintain your insurability and develop a robust overall risk management strategy, leverage these best practices:
Review insurance policies annually to ensure adequate coverage for workers' compensation, liability and property damage.
Implement risk management programs and employee training to qualify for premium discounts.
Work with an insurance provider to assess risks and create proactive loss prevention strategies.
Keep thorough incident reports and conduct regular audits to identify potential safety gaps.
Encourage a safety-conscious workplace culture by incentivizing accident-free periods and compliance with safety policies.
By implementing these loss control measures, employees, members and financial assets can be protected while ensuring a safe and enjoyable environment. A proactive approach to risk management not only reduces insurance claims and costs but also enhances the association’s overall reputation and longevity.
Alliant Insurance Services has been transformative in risk management since 1925. Our century of success is fueled by organic growth, putting the needs of our clients first, and investing in the highest level of talent. Alliant is currently the 5th largest U.S. insurance broker, combining the power and breadth of big-company resources with a hyper-personalized approach that puts our clients’ interests above everything else.
Lisa Elkan & Mike Hazlett 2025 Committee Chair
The CAI Gold Coast Chapter Treasure Coast Committee (TCC) continues its Northbound Push!
The TCC has had a great year so far, hosting two highly successful events with another exciting program planned for November.
Our most recent educational luncheon event was held on June 24th at Kyle G’s in Jensen Beach. It was a legislative session update with a presentation by Travis Moore, FL CAI Lobbyist and Steve Rappaport, Esq. with Sachs, Sax, and Caplan. The turnout exceeded expectations - it was standing room only! Travis and Steve fielded many questions from the attendees, and we had several business partner event sponsors.
Many board members and property managers attended, expressing their appreciation that the chapter is now hosting events in the northern part of the county and throughout the Treasure Coast area, including Martin, St. Lucie, and Indian River counties.
We look forward to continuing this momentum and connecting with our members at our November “Friendsgiving” event to be held the third week of November in the Stuart area
Chellee Rovner
Bryan Rubin 2025 Committee Chair
The Social Committee is in the planning stages for a few exciting annual eventsDia de los Muertos and the Golden Gala!
Día de los Muertos Celebration
Thursday, October 30th
5:30 PM – 7:30 PM
Rocco’s Tacos – Boca Raton
Join us for a vibrant Día de los Muertos celebration filled with color, culture, and flavor!
Enjoy festive drinks, delicious tacos, face painting, and more as we honor and celebrate the Day of the Dead in true Mexican style We can’t wait to see you all at Rocco’s Tacos in Boca Raton for this unforgettable night!
Golden Gala
Friday, December 5th, 2025
6:00 PM - 10:00 PM Seasons 52 Palm Beach Gardens
Get ready for an elegant evening at the Golden Gala! Join us at Seasons 52 for a night of luxury, celebration, and unforgettable moments. Experience exquisite food, fine wine, live entertainment, and more, all set in a stunning atmosphere. Save the date and get ready to celebrate in style at the Golden Gala
By: By: Truist Association Services Truist Association Services
Aging buildings and systems along with rising maintenance costs present a sizable challenge for property managers and associations Preserving your property and protecting it from loss hinges on carefully planned maintenance. Association leaders recognize the need to save money for maintenance and repair to protect their member’s investments.
Reserve funds aren’t always enough to handle maintenance surprises, even for the best prepared. Unexpected structural problems and system failures can lead to short-term superficial repairs that don’t adequately address the need for restoration or replacement.
Four key steps can help your association board or property management company get ahead of unexpected problems and underfunded reserves to keep your association in good shape physically and financially.
1. Start with a healthy board. Boards have a responsibility to decide what’s necessary and clearly communicate maintenance requirements to residents. A strong, well-led board can boost your association’s chances of success in assessing property conditions and financing as well as in implementing remediation plans.
2. Conduct a full reserve study to inform the community’s reserve financial analysis and funding plan Make sure the reserve analysis is up-to-date and use periodic examinations to revise remaining useful life estimates and replacement costs for major components.
3. Set priorities with the association board or appropriate committee. Structural safety is an absolute necessity, but issues that could lead to water damage, electrical problems, pest infestation, or other problems can reduce property value and impact residents’ quality of life.
4 Engage leaders and prepare to communicate with boards and homeowners. Governing boards sometimes resist efforts to resolve maintenance needs, avoiding the financial cost and the community confrontations that can emerge from expensive projects.
Resolving long-neglected maintenance issues often requires significant assessments to ensure repairs are made safely and completely. Working with a lender that understands the unique borrowing needs of associations can be crucial in obtaining the necessary funds for repairs. Preventative maintenance reduces the risk of unexpected failures that require expensive repairs that can disrupt the community or even endanger residents.
In some cases, more assessments may not be the answer. Many older buildings lack a reserve to handle even basic repairs and don’t have residents willing to pay for major repairs. Property managers and association boards could be called upon to guide the community through the choice between repairs or replacement.
For communities that choose to repair or replace, hiring independent construction experts, engineers, and architects can offer a useful perspective on how to best address issues. Dealing with unexpected maintenance concerns can help educate community homeowners on the importance of preventative maintenance After issues arise from aging infrastructure, communities frequently increase reserves, and many hire a reserve specialist to help prevent future problems
Whatever your community’s age and maintenance needs, formulating a plan is essential to fulfilling the association’s legal obligations, fiduciary responsibilities, and lender requirements while enabling financial planning for a sustainable future.
With more than 39 years of association industry experience, Truist Association Services offers products and services associations can trust. From payment coupon books and statements to accurate payment processing and reporting, Truist can handle off of your association’s financial needs.
By: Rajika Baterina By: Rajika Baterina
Vesta Property Services Vesta Property Services
Annual meetings are a cornerstone of community association life. They shape the direction of the neighborhood, set expectations, and create an opportunity for homeowners to connect with the board and one another. But without proper planning and communication, they can also become a source of stress or confusion With the right approach, your annual meeting can be both productive and positive for everyone involved
Here is a clear, step-by-step process to make your annual meeting smooth, inclusive, and effective.
Success starts with early planning Send a clear meeting timeline to homeowners at least 60 to 90 days in advance. Include important dates for mailings, proxy submissions, and deadlines. Make sure everyone knows what to expect and when.
Use a variety of communication methods. Combine traditional approaches like flyers and bulletin boards with digital tools like emails, community websites, and text alerts A mix ensures better reach, especially when accommodating residents who prefer different formats.
A well-structured agenda encourages people to show up. Keep it clear and easy to follow. Include topics that matter to your homeowners and send it along with the meeting notice and any documents that will be reviewed or voted on
Try to stick to the agenda during the meeting. Be respectful of everyone's time and allow space for open discussion while still moving things along.
3. Help Meet Quorum with Proxies
Quorum is essential, but it can be hard to reach, especially in smaller or seasonal communities. Make sure homeowners understand why it matters. Send proxy forms early and explain how to fill them out properly.
If quorum has been an issue in the past, consider gentle reminders Phone calls, emails, or even a door-to-door effort in the final days before the meeting can make a big difference.
4. Make the Meeting Accessible
More associations are embracing virtual or hybrid meetings. If you offer this option, test your technology well in advance Make sure everyone can hear, speak, and participate comfortably Provide clear login instructions and offer help for those who need tech support
If using electronic voting, be sure it meets legal standards and that homeowners understand how it works.
5. Follow Up and Keep the Conversation Going
After the meeting, share a summary of what happened Highlight any decisions that were made and what comes next. Post the minutes on your community’s website or send a follow-up email.
This simple step helps reinforce transparency and keeps homeowners engaged, even if they couldn’t attend.
An annual meeting is more than a requirement. It is a chance to build trust, gather input, and strengthen your community’s foundation. With thoughtful planning, clear communication, and a little flexibility, your next annual meeting can be a successful and inclusive experience for all.
Rajika “Raj” Baterina serves as a Marketing Assistant at Vesta Property Services, supporting both the Marketing and Business Development teams Her responsibilities include managing social media content, performing data entry, and providing general administrative assistance to ensure smooth and efficient operations.
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Presented by the Treasure Committee Presented by the Treasure Committee
By: Jackie Swisher By: Jackie Swisher
EmpireWorks Reconstruction EmpireWorks Reconstruction
As the end of the fiscal year approaches, associations across Florida (and the country) begin the critical task of preparing next year’s budget A well-crafted budget not only ensures your community operates smoothly, it builds homeowner confidence and protects long-term property values. Whether you're a board member or community manager, here are some best practices to help guide the process
Give yourself at least 3–4 months before the new fiscal year to begin planning. Establish deadlines for reviewing financials, meeting with vendors, and presenting draft budgets to the board and/or community.
Analyze actual expenses from the last 2–3 years. Look for consistent trends, identify areas of overspending, and flag one-time anomalies that shouldn't skew j ti
Expect to see rising costs in utilities, insurance, and vendor contracts, especially as it relates to raw materials and construction type projects. Request updated proposals or notices of increase early so you’re not caught off guard.
Don’t shortchange your reserve account. Use your reserve study as a guide to avoid special assessments and keep major repairs on track. If you don’t have a reserve study, this is a great time to budget for one
Regular upkeep on common elements like roofing, paint, pressure washing, pavement, landscaping, fences, pest control and mechanicals, especially for condo
This can save the association from large, unplanned expenses in the future.
Translate the numbers into homeowner-friendly language. Include visual summaries, like pie charts or simple breakdowns, and highlight key changes from the previous year.
Once approved, share the budget clearly. Host a virtual or in-person Q&A, explain any increases, and show how their dues support the community’s upkeep and future.
Transparent budgeting isn’t just about balancing numbers it’s about building trust, planning wisely, and investing in your community’s future. The more proactive and clear your process, the more confident your homeowners will be in association decisions.
Jackie Swisher is the Director of Business DevelopmentFL for EmpireWorks Reconstruction. EmpireWorks specializes in large-scale reconstruction projects for community associations—including waterproofing, painting, wood repair, decking, balconies, concrete restoration and more.
As a community association manager, you understand the importance of reliable, future-ready connectivity. Hotwire Communications offers superior benefits for your community backed by award-winning customer service.
For more than two decades, Hotwire Communications has been an industry leader in providing future-proof connectivity and advanced technology solutions to communities like yours through our true Fiber-to-the-Home technology.
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Local 24/7 support, ensuring seamless support for your community
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100% fiber network boosts property value with scalable, cuttingedge technology
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Presented by the Education Committee
Presented by the Education Committee
Continued on page
Can Prevent Resident Can Prevent Resident Complaints Before Complaints Before They Start They Start
By: Shernette Duncan
By: Shernette Duncan
BlueStream Fiber BlueStream Fiber
For many community associations, one of the most persistent headaches is managing resident internet service issues By the time a resident calls to complain, they’re often already frustrated. But what if the issue could be resolved before the resident even picks up the phone?
That’s not a far-fetched sci-fi movie scene Today’s cutting edge provider systems can detect that a resident’s modem is underperforming. Sluggish email and social media loading speeds, a source of frustration to residents who rely on the community’s internet provider for these services, can be automatically and
Field Technician Readiness: The provider s technician is able to act on the alert without waiting for a resident to open a support ticket. This requires not only a well-trained field team but also clear protocols for how and when to respond proactively.
Resident Communication Skills: Clear follow-up and courteous interaction, even if brief, reinforces trust in the vendor’s competence and care.
So, what can managers and HOA boards take away from this?
Insist on Proactive Support in Vendor Contracts: Whether it’s internet, landscaping, or security, vendors who offer proactive service models reduce your team’s administrative load and improve resident experience
Look for Providers Who Empower Field Technicians: The best service models give technicians real-time data and decision-making authority to resolve issues before they escalate.
Ensure Vendor Teams Are Trained in Soft Skills: A service visit, even a simple one, can become a positive experience with the right approach. Consider asking providers about technician training in customer service and community engagement
Proactive service isn't just a technical upgrade; it’s a management strategy. Integrating smart monitoring systems and proactive support processes into a community-wide service model can provide tremendous benefits. By partnering with vendors who identify and solve issues before residents report them, boards and managers can reduce complaints, build trust, and ensure smoother operations across their communities.
Date: Thursday, October 9, 2025
Time: 5:00 – 7:30 PM
Location: Lighthouse Cove Adventure Golf at Abacoa, 1145 Main St, Jupiter, FL 33458
Ashley Autelus
Danielle M Becker
Michelle Dadich
Kim Fatta
Brenda Goodwin
Denisse Grimm
Betsy Madeline Guerrero
Carlos A Herrera
Jean Lebrevelec
Robert Lindenbaum
Catherine Ann Dailey
Kimberly J Heretick
Clifford Nash
First Century Bank
GoAccess
Knox Services
Legacy Services & Grounds Maintenance, LLC
MCI Impact Windows & Doors
Neal Roofing & Waterproofing
Palm Build
Peyton Bolin Association & Real Estate Attorneys
PSI Roofing
STAR Technology Group, Inc
Sapna Mahadevan
Diana Mann
Carlos Ramirez
Jeanette Ramos
Jarell R. Ross
Christine Ryan
Bill Talon
Megan Winterfeldt
Robert Winterfeldt
Tiffany Wright
Truist
Javier Munoz
Relationship Manager
561-515-6930
Javier.Munoz@Truist.com
