Vision Magazine Fall-Winter 2018

FALL/WINTER 2018

BUILDING A CAREER IN THE COMMUNITY MANAGEMENT INDUSTRY

trends, mentoring & more!

8

A MOMENT WITH A MENTOR SERIES Sound advice for every stage of your career

20

CALIFORNIA CID STATS & FIGURES

32

FINDING TALENT IN THE INDUSTRY A Moment with a Mentor

E V E R Y M A N A G E R , A N Y S P E C I A LT Y S O M E T H I N G FO R E V E RYO N E

2019 California Law Seminar & Expo Northern California | January 24-25, 2019 Hyatt Regency, Santa Clara Convention Center Southern California | March 14-15, 2019 Disneyland Hotel & Convention Center

Come Together with industry leaders at the largest gathering of community management professionals in California.

Experience the power of exceptional education, networking and collaboration, all while discovering the latest offerings from innovative industry partners that will help you stay competitive in the current business climate.

Community managers and industry partners come together to help each other uncover ideas, spark inspiration and stay abreast of new California law.

You’ll find engaging learning experiences in a variety of formats,

Encounter diverse perspectives and explore new ways to guide and manage your associations.

Register today at www.cacm.org

Embark on an Adventure in the Land of Discovery Expo Hall Step into the Land of Discovery and chart your course for success as you uncover a treasure trove of services offered by leading industry partners.

CACM’s Expo is the largest trade show for the California community management industry.

Play The Treasure Hunt Game! This digital treasure hunt game takes you on an adventure throughout the Land of Discovery Exhibit Hall. Follow the treasure map, discover incredible industry partners that will help you uncover the codes you’ll need to unlock your opportunity to win big!

FA L L / W I N T E R 2 O 1 8 F E AT U R E S

9

A Moment with A Mentor: New To the Industry?

By Hamlet Vazquez, CCAM-HR

16

A Moment with A Mentor: Building Your Career

By Andrew Hay, CCAM-ND.PM

24

A Moment with A Mentor: Mentoring & the Seasoned Manager

By Julia Souza, CCAM-LS and Lori R. Storm, CAMEx, CCAM

30

Set a Goal and Achieve It

32

A Moment with A Mentor: Finding Talent In The Industry

By Scott Swinton

36

How to Sell Your CCAM in an Interview

40

The Steak & the Sizzle

By Dean Jackson, CCAM-HR

50

Shout Out to the Community Manager!

By Kay Ladner

NEWS BITS

14

New Industry Partner Members

15

Thanks for the Memories: Reflections from Brenda K. Teter

By Brenda K. Teter

19

2019 Board of Directors

20

California CID Stats & Figures

39

Congratulations Managers

43

Thank You to Our Sponsors

54

New Individual Manager & Management Company Members

D E PA RT M E N T S

6

President’s Message

12

Northern California Calendar

13

From the Roundtable

46 22

Spotlight on Education: Certification Status Report Southern California Calendar

28

In the Boardroom: Let the Plan Be the Boss

A Message From The Board

54

Call for Nominations to the 2019 CACM Board of Directors

www.cacm.org | Vision Fall/Winter 2018 3

Vision

Talk to us about your community association needs. We can help.

THE VOICE OF CALIFORNIA COMMUNITY MANAGERS

Fall/Winter 2018 • vol. 27, no. 2

Finance your essential projects:1 • Building Repairs • Improvement Projects Contact us today!

Grant Shetron Northern California 510.406.3198 GShetron@popular.com Larry Hooper Southern California 714.864.5171 LHooper@popular.com 1.800.233.7164

President & CEO | Thomas Freeley Managing Editor | Brenda K. Teter

Assistant Editor | Emily Yost

Advertising | Melissa Hurtado

Editorial Advisory Committee Andrew Hay, CCAM.ND.PM The Helsing Group, Inc., ACMB

Scott Swinton Unlimited Property Services, Inc.

Dean Jackson, CCAM-HR Pacific Park Plaza HOA

Sarah Touchi Genevation, Inc.

Clint McClure, CAMEx, CCAM McClure Management, Inc.

Hamlet Vasquez, CCAM-HR Action Property Management

Lori R. Storm, CAMEx, CCAM The Management Trust

www.AssociationBankers.com

1. Subject to credit approval.

Copyright © 2018 Popular Bank. Member FDIC.

Vision magazine is published by CACM two times annually to members, affiliates and supporters of the California Association of Community Managers.

Magazine content ©2018 CACM. All rights reserved. No part of this publication may be reproduced without written permission from CACM. Opinions expressed by authors do not necessarily reflect the policies of CACM. Mention of any product does not constitute an endorsement by CACM. CACM assumes no responsibility for return of photos or art and reserves the right to reject any editorial or advertising materials. CACM does not assume responsibility for the accuracy of articles, events or announcements listed.

Please address comments and suggestions to: California Association of Community Managers, Inc. 23461 South Pointe Drive, Ste. 200, Laguna Hills, CA 92653 949.916.2226 • communications@cacm.org

About CACM

Founded in 1991, the California Association of Community Managers, Inc.SM (CACM), is the only organization in California whose membership is comprised entirely of community association managers and association practitioners. CACM empowers a network of community management professionals working in large scale, portfolio, resort and high rise homeowners associations to share and apply California’s most effective community management practices. CACM is the leading resource for California-specific education, events, activities, products, services and networking opportunities to help managers and management companies achieve excellence in the industry.

Learn more at www.cacm.org, or email info@cacm.org.

Do we know where you are?

Attention CACM members: Have you changed jobs or moved to a new location? Go to www.cacm.org and update your profile so you don’t miss your next Vision magazine or any other important CACM communications.

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Vision Fall/Winter 2018 | www.cacm.org

CALL AWT TODAY FOR YOUR NEXT CONSTRUCTION PROJECT!

• Community Associations • Multi-Family • Commercial • Waterproofing The Grove: Exterior Building

• Deck Coatings • Concrete • Electrical • Roofing • Roof Inspections

Dublin Ranch Concrete Reconstruction

• Repair & Maintenance • 24/7 Leak Call Service • HVAC Join the AWT Team at the Land of Discovery booth 611 at the CACM Expo Northern California

AWT is excited to announce its Trane partnership

Santa Clara Convention Center Hyatt Regency January 24-25, 2019

www.cacm.org | Vision Fall/Winter 2018 5

Committed to Advocacy on Your Behalf I am honored to have been chosen to lead CACM, the only California organization that solely dedicates our advocacy efforts on your behalf; our manager and management company members!

I am thankful to have a well-rounded career in different regions of the U.S. ranging from managing luxury high rises to the extra-large association with 30,000 residents. I have hands-on experience with the daily challenges that you experience in your professional career. I plan to utilize that knowledge so CACM can better serve you!

When I was participating as a member of CACM, I had an interest in how I and my management team can take advantage of the educational opportunities offered through CACM, and how my clients can see those advantages. I was concerned that the sunset clause for manager certification would be removed from Business & Professions Code 11502-11506. I am extremely happy to announce Senate Bill 1480 passed in the recent legislative session, making the manager certification program requirements permanent status effective January 1, 2019! Simply put, CACM provides the only California-specific courses that make you eligible to be called a “certified” manager in California. This is a huge accomplishment for you, our manager and management company members. Your CACM educational team is in the process of improving and expanding these courses to maintain the high education and certification standards our members expect.

Other Legislative Accomplishments Senate Bills 1265 and 1128: Governor Brown VETOED these bills! Commonly known as the Election Bill, this Bill would have deleted certain qualification requirements to be elected to a HOA board of directors. Thankfully, CACM’s lobbying efforts, in cooperation with other industry organizations, was successful in providing common sense perspectives to our Governor.

These are highly visible accomplishments, but our work is not done! We are already gearing up for the 2019 legislative session, advocating for you. In the coming months, CACM will be improving our legislative communications to afford you the ability to ask questions and for us to provide you updates quickly.

Lastly, please add my email address (tfreeley@cacm.org) to your acceptable email system. I want to make sure we have an open line of communication!

As your new President & CEO, I am honored to represent you as the leader of this remarkable organization. Thank you for the opportunity to serve you!

Thomas Freeley, President & CEO

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www.cacm.org | Vision Fall/Winter 2018 7

A MOMENT WITH A MENTOR SERIES EXPLAINED From inspiring and stretching you, to connecting and opening your mind to new and unique ways of mastering complex situations, mentors are an important part of your professional development. CACM understands that quality mentoring greatly enhances a manager’s success in the community management industry. In this issue of Vision magazine, we asked industry experts to provide “inside” mentoring advice with special consideration for each stage of a manager’s career.

From those who are new to the industry to those who are now at a stage to become a mentor, there is something for everyone.

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Vision Fall/Winter 2018 | www.cacm.org

By Hamlet Vazquez, CCAM-HR

Industry?

NEW

TO THE

How do you become skilled at all the different facets of community management?

I

f you’ve just landed a job as a community manager you’re probably wondering, now what? I’m also willing to bet that you did not major in community management in college since there is no such major! In fact, community management is one of the few professions that does not have a college major and yet the expectations on a community manager are as significant, if not more, than other professions. You are expected to be skilled at people management, money management, problem management, facility management, risk management and everything in between management!

So, how do you become skilled at all of these? For starters, you learn two things: The art of asking good questions and the art of showing empathy.

ASK GOOD QUESTIONS Did you know that smart people ask questions? It’s true! There’s a false assumption out there that if you are smart, you will know everything. As you read that sentence hopefully you see the nonsense behind it. For some reason, people think of asking questions as a sign of weakness and are embarrassed to do so but the reality is that asking good questions is key to being successful in any industry. Asking good questions will help you in all areas that you are expected to be skilled at, from people management to problem management and more!

Continued on page 10

www.cacm.org | Vision Fall/Winter 2018 9

New to the Industry?

Continued from page 9

Below are examples of good questions to keep in mind as you sit in board meetings, staff meetings, and in one-on-one conversations with staff, residents, contractors and anyone else.

• • • • • • •

Can you tell me some more about... ?

What is the outcome that you/we want to see with respect to... ?

What are some potential drawbacks with... ?

What has the association done in the past with respect to... ?

What vendors should be involved... ?

What are the costs that need to be considered with... ?

What are some liability issues that should be thought through before we consider doing... ?

• Please help me understand why this happened... ?

• How can I help with... ?

All of these are open-ended questions that invite others to chime in as the ‘experts’ whether that is due to institutional knowledge (i.e. they’ve been on the board for the past 10 years) or actual expert knowledge (if you are asking these questions of an actual vendor). Don’t ever feel like you need to have all the answers. Strive to be good at asking questions, even (or especially) if you think you know what needs to happen. An added benefit of asking good questions during a board meeting is that the board will feel a greater sense of ownership as they engage you in

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Vision Fall/Winter 2018 | www.cacm.org

answering your questions. This ownership provides them with a greater sense of satisfaction as a board member and the more likely they are to feel that you are doing a good job!

K N O W H O W T O S H O W E M PAT H Y Empathy is “the capacity to understand or feel what another person is experiencing from within their frame of reference (i.e., the capacity to place oneself in another’s position” (Wikipedia). In the community management industry, you will quickly find that people don’t just want you to understand them but they want you to understand how they feel. If you understand what they want (e.g. You want me to find out which unit above you is dripping water down to your newly cleaned balcony glass) but don’t show that you also understand what they feel (e.g. I’m so sorry; that’s very frustrating), the resident may end up concluding that you don’t care. When you show empathy you are showing both that you understand what they want and that you understand how they must feel. This is an essential skill to cultivate and practice on a regular basis.

While there may not be a college major in community management, remember that your veteran community managers are there for you to provide advice… don’t be afraid to ask! You can count on us to show empathy!

Hamlet Vazquez, CCAM-HR of Action Property Management is the General Manager of West Ocean Towers in Long Beach.

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VETT ASN’s Support Team has the TIME, TOOLS and EXPERTISE to properly VETT your VENDORS.

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WE MAKE NON-VETTED VENDORS EASY TO SPOT!

CONTACT US 949.300.3702

DAVIDJ@ASN4HOA.COM

Association Services Network

Asset Protection Vendor Compliance www.cacm.org | Vision Fall/Winter 2018 11

upcoming courses & events

Northern California Calendar LEGEND

12

Events

Online Courses

Classroom Courses

DATE

COURSE/EVENT

COURSE/EVENT CODE

LOCATION

JANUARY 9-10 15 16-17 23 23 23 24-25

The Basics of Association Management Series Reserves – What, Why, How Age-Restricted Active Adult Foundational Ethics for Community Managers Advanced Ethics: Leadership & Decision Making Ethics Mastery Course Northern California Law Seminar & Expo

CMM101-102 FIN200 SPC420 CMM130 LDR500 LDR550 LSNC

East Bay Online Online Santa Clara Santa Clara Santa Clara Santa Clara

FEBRUARY 5-6 Budgeting 12 Advanced Insurance Principles 15 Explaining Financial Statements 20-21 Effective Meeting & Election Tools 20-21 California Law Series 26-27 Strategic Financial Planning

FIN300 INS300 FIN220 BDA220 CMM121-124 FIN320

Online Online Online Online East Bay Online

MARCH 5-6 7 7 19-20 22 26-27 26-28

Conflict Resolution for Community Managers Advanced Ethics: Leadership & Decision Making Foundational Ethics for Community Managers Fundamentals of Effective Governance Human Resource Management The Basics of Association Management Series Commercial & Industrial CID Management

CMM220 LDR500 CMM130 BDA300 LDR400 CMM101-102 SPC450

Online East Bay East Bay Online East Bay Sacramento Online

APRIL 2-3 9-10 10-12 16-17 23

California Law Series Advanced Ethics: Leadership & Decision Making Portfolio Management Assessment Collections Insurance Principles

CMM121-124 LDR500 SPC430 FIN210 INS200

Sacramento Online East Bay Online Online

MAY 1-2 7-8 9 9-10 14 15 16 21

The Basics of Association Management Series Enhance Your Professional Presence Foundational Ethics for Community Managers Executive Leadership Summit Breakfast Forum Luncheon Forum Luncheon Forum Risk Management in Community Associations

CMM101-102 CMM200 CMM130 ELS FRMSAC FRMEB FRMSB INS400

East Bay Online South Bay Monterey Sacramento East Bay South Bay East Bay

JUNE 6-7 12-13 18 19 19 25-26 25-26

California Law Series Age-Restricted Active Adult Advanced Insurance Principles Advanced Ethics: Leadership & Decision Making Foundational Ethics for Community Managers Conflict Resolution for Community Managers The Basics of Association Management Series

CMM121-124 SPC420 INS300 LDR500 CMM130 CMM220 CMM101-102

South Bay Online Online Sacramento Sacramento Online San Francisco

Vision Fall/Winter 2018 | www.cacm.org

W

hat has your year been like, so far? Have you attended classes to further your education? Mixed and mingled with your peers at Regional Forums?

Been inspired at a Summit? I certainly hope so, as CACM exists to assure that “Members Enjoy an Environment Necessary for Professional Success.”

It has been an interesting year so far at CACM. It started with the board of directors holding a Vision Retreat to reconfirm our organizational purpose, to recommit to the goals of the organization and ultimately make the decision to change the leadership. We embarked on a search to retain someone that we believed could definitely lead CACM to the next level of service to you; our members.

To that end, we are excited to welcome Tom Freeley as CEO and President. Having Tom join as CEO was a unanimous decision by the board and we are excited about our new direction.

In the last issue of Vision magazine, attention was focused on our educational programs. While there has been much “vision conversation,” it is time to see the results of those conversations. In that regard, an advanced ethics class has been

developed and attention is being devoted to upgrading other core courses. Watch for additional information.

CACM has also begun a dialogue with the Department of Real Estate to determine what is necessary for our classes to once again provide DRE continuing educations credits. So – much progress on these two fronts.

One other area the board believes is important is to bring back the “sparkle, shine and joy” to our events. The educational and social events will return to their previous level of enthusiasm, engagement and just good ole fun!

Please feel free to approach me or any other board member or CACM team member as we continue to grow, improve and meet your needs as a professional community manager.

Thank you for your ongoing support, dedication and enthusiasm for our profession. It truly is an exciting time to be of service to our clients!

On behalf of the CACM Board, Carra S. Clampitt, CAMEx, CCAM-LS.AA.PM, Board Chair

www.cacm.org | Vision Fall/Winter 2018 13

serving your communities

New Industry Partner Members

CACM members further their success in the industry and benefit by partnering with colleagues to share new ideas and best practices.

Please join us in welcoming these new members from the second and third quarter of 2018.

Industry PartnerPlus Appfolio, Inc. Goleta (805) 308-6274 www.appfolio.com

Data Hunters Burbank (323) 201-2584 www.datahuntersinternet.com DKI Restotech Irvine (714) 813-1007 www.dkirestotech.com Genevation, Inc. Costa Mesa (949) 482-3253 www.genevationinc.com I-Beam Reconstruction Management, Inc. Fairfax (415) 887-7687 www.ibeamsf.com Insurance BidWorks, Inc. San Diego (619) 866-9683 www.ibidworks.com J.J. Commercial Water Heaters Hayward (510) 783-6851 www.jjishot.com Nature Care Services Newport Beach (310) 225-3730 www.naturecareservices.com PetersenDean, Inc. Anaheim www.petersendean.com Sto Corp.

Running Springs (323) 680-3114 www.stocorp.com Tri-Valley Fence Works Livermore (925) 939-2108 www.tri-valleyfenceworks.com

Industry Partners

Allied Restoration Company, Inc. Novato (415) 413-0066 www.teamallied.com Applied Reserve Analysis San Rafael (866) 279-9415 www.appliedreserveanalysis.com Banc of California Santa Ana (949) 447-9888 www.bancofcal.com

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Bridgewood Tree Care Elk Grove (925) 464-1624 www.bridgewoodtreecare.com

Mesa Garage Doors Anaheim (714) 571-5177 www.mesagaragedoors.com

Coast Landscape Anaheim (714) 630-8211 www.coastlandscape.com

Mosaic Consulting Rancho Santa Margarita (949) 888-0146 www.mosai.cc

Engineering Design Group San Marcos (760) 839-7302 www.designgroupca.com

Palos Verdes Engineering Corporation Rolling Hills Estates (310) 541-5055 www.pvec.com

First Foundation Bank Irvine (949) 668-7199 www.ff-inc.com

Premier Community Bank Venice (941) 441-4206 www.pcblf.com

HOA Management Futures Los Angeles (310) 717-9649 www.hoamanagementfutures.com

Rayne Plumbing & Sewer Service, Inc. San Jose (408) 283-0600 www.rayneplumbing.com

Hoyt Roofs, Inc. Anaheim (714) 773-1820 www.hoytroofs.com

Regas Group Environmental Consultants Folsom (916) 235-3110 www.regasgroup.com

IBGC, Inc. Costa Mesa (949) 386-1717 www.ibgcinc.com

Safeguard On Demand Fountain Valley (800) 640-2327 www.safeguardondemand.com

Marine Biochemists Anaheim (800) 514-1211 www.marinebiochemists.com

San Diego Elevator Company Chula Vista (619) 622-9344 www.sdelevatorco.com

The Mathews Group Corona (888) 654-4644 www.mathewsinspectiongroup.com

SOLitude Lake Management Virginia Beach (888) 480-5253 www.solitudelakemanagement.com

Mesa Artificial Turf Anaheim (714) 598-1996 www.mesaturf.com

Tri-Valley Striping Pleasant Hill (925) 787-1003 www.trivalleystriping.com

Looking for an Advantage in the Industry?

Ask us how the Industry Partner Plus membership can help your business grow!

Contact Melissa Hurtado at mhurtado@cacm.org for more details.

THANKS FOR THE

BRENDA K. TETER REFLECTS ON HER 24 YEARS WITH CACM AND UPCOMING RETIREMENT

AS I SIT HERE AT MY DESK PONDERING WHAT MY RETIREMENT AT THE END OF THE YEAR WILL BE LIKE, I can’t help but reminisce about the last 24 years of working with CACM and what it has meant to me personally. Nearly a quarter century has gone by? How could that be? I don’t feel any older than I did the first day I met Karen Conlon and realized we could create some great products and services to help CACM members grow and prosper.

And did we ever! Looking back to 1994 when the then law firm of Fiore, Nordberg, Walker & Wolf-Willis was one of my advertising agency clients and Janet L.S. Powers, Esq. was an up and coming attorney in the firm. At the time, Karen Conlon was looking for someone to help her promote her growing annual Statewide Conference & Expo for our young organization. Janet referred me to Karen and my agency helped promote the annual events as CACM continued to gain ground serving community managers across the state of California. In December 1997 I closed my agency and came on board as a staff employee.

What exciting times they were! We launched our first website in 1999, the electronic directory in 2000, a full color Vision magazine in 2005 and our own Career Center in 2009. I remember when we were growing our manager members from 550 to 700 and then to 850 and beyond. Today we are proud to say we now serve more than 2,100 professional community managers, 150 plus management companies and more than 550 industry partners statewide.

I may be leaving my desk behind when I retire on December 31, 2018 but I will be taking incredible memories with me. The wonderful connections I have made with so many of you, our members, throughout the years, the support and encouragement from the leaders in the industry and the fun of working with an incredibly great team here at the CACM office have been so fulfilling.

I am also beyond excited for the future of CACM. You have a great leader with Tom Freeley as the CEO and he has the best team to support his vision for the organization.

As I retire to take time for a new grandbaby and an ailing family member, it is reassuring to know that CACM is in such good hands and will continue to expand on the quality education and services our members deserve.

Thank you all from the bottom of my heart. If I do not get to speak with you personally before my retirement at the end of the year, please know being able to serve you has been an extremely rewarding experience. And one I will always treasure. www.cacm.org | Vision Fall/Winter 2018 15

By Andrew Hay, CCAM-ND.PM

BUILDING

Your Career Successful managers perform at a high level as both the student and the teacher.

There comes a time in every manager’s career where you surprise yourself with how much you know. Usually it comes when sharing your knowledge with someone less experienced. Now that you realize how knowledgeable you are at your job, how do you turn that into a career? Here are a few tips to help you dig in and establish yourself as a successful manager.

ENGAGE IN THE INDUSTRY – While

there are a large number of CIDs in California, the

industry is relatively small.

• CACM provides tremendous resources for the industry and many opportunities to help shape our field.

• Networking at industry events is a very powerful tool.

You will establish relationships with industry partners who can help you impress your clients, as well as other managers and business owners who can share their experiences.

These key relationships and experiences come into play when you are faced with similar situations – you understand what to do. Getting to know the experts in construction, law, and insurance will provide you with priceless contacts and resources to help you sustain a long and successful career.

Continued on page 18

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www.cacm.org | Vision Fall/Winter 2018 17

Building Your Career Continued from page 17

EDUCATION IS KEY –

It is a bit cliché to say ‘knowledge is power’ but in this industry, there really is no better way to say it. Successful managers perform at a high level as both the student and the teacher.

First, become an expert when it comes to your associations. Understand the nuances of the associations you manage by reading

and comprehending all facets of the governing documents. You will find that you are more effective when responding to homeowner inquiries and assisting your board if you’ve put in the time. Second, find a way to educate yourself on what is happening in the industry. Keep up to date on all current and upcoming legislature and case law (in addition to attending industry events). This will help keep you

and your clients out of hot water and help you build rapport with your clients showcasing you as a trusted resource for information which further solidifies your reputation as “someone to respect.” Third, educate your boards. You will find your job is much easier when you have clients who also understand their role. Sometimes this is a difficult conversation to have but as volunteers more often than not, our Board members do not know what they don’t know. It is imperative to your success that you communicate your knowledge of the industry and their governing documents to them.

HONE YOUR SKILLS AND KNOW YOUR

EXPERT REPRESENTATION OUTSTANDING CREDENTIALS EXCEPTIONAL RESULTS • Full-service community association representation

WEAKNESSES – No person is an island so don’t feel like everything is up to you to resolve. You know your strengths and weaknesses better than anyone. Focus on the skills you believe you do very well and sharpen those to a point where they become second nature. This will allow you to work on your weaknesses making you the best employee to the company you work for and the highest level manager possible to your clients.

If there is an area that you struggle with or just simply don’t have a good understanding of, turn to the contacts you’ve built within the industry and your coworkers. You’ll find a way to reciprocate the support, as you’ve worked diligently to hone your skills in areas they will need support in later.

• Governing document amendment and update program • Contract review and dispute resolution • Construction and reconstruction experts • The largest and most experienced construction defect firm in California, recovering over $1 billion for our clients

2175 N. CALIFORNIA BLVD., #500 WALNUT CREEK, CA 94596

WWW.BERDINGWEIL.COM 18

Vision Fall/Winter 2018 | www.cacm.org

575 ANTON BLVD., #460 COSTA MESA, CA 92626

800.838.2090

Andrew Hay, CCAM-ND.PM is the Vice President, Management Division at The Helsing Group, Inc. in San Ramon.

The following individuals will serve on CACM’s Board of Directors effective January 1, 2019. This distinguished group of industry professionals are committed to ensuring our organization leads the California community management industry into the future.

CHAIR

VICE CHAIR

Phyllis Harkins, CAMEx, CCAM-LS Portola Country Club Homeowners’ Association

Kendrah Kay, CAMEx, CCAM PowerStone Property Management, ACMB

Liz Avalon, CAMEx, CCAM Avalon Neighborhood Solution

Liza DeJesus, CAMEx, CCAM-HR Seabreeze Management Company

Carra S. Clampitt, CAMEx, CCAM-LS.AA.PM Eugene Burger Management Corporation

Tiffany Hannah, CAMEx, CCAM-ND The Management Trust – Southern California, ACMB

Lori Storm, CAMEx CCAM The Management Trust – Northern California, ACMB

SECRETARY

Bruce Ratliff, CAMEx, CCAM-HR.CI Eugene Burger Management Corporation

René Decker, CAMEx, CCAM PowerStone Property Management, ACMB

Linda Mootry, CAMEx, MCAM-ND The Management Trust Central California

Ed Szaky, CAMEx, CCAM Matrix Association Management, ACMB

TREASURER

Lori Albert, CAMEx, CCAM Albert Management, Inc.

Joseph Price, CAMEx, CCAM RealManage

Carl Weise, CAMEx, CCAM-HR J.D. Richardson Co.

www.cacm.org | Vision Fall/Winter 2018 19

Our future is bright!

Unlike other industries that are diminishing, the community management industry continues to grow year-over-year with 2018 seeing nearly 2% growth in California CIDs. Southern California represents nearly 66% of the overall associations, while Northern California continues to grow with 34%. The state of California represents nearly 20% of the entire HOA industry across the United States. California really is the land of opportunity!

Continued growth is no surprise as millions of Californians enjoy the many benefits of CID living including the life enhancing amenities, a sense of community and preservation of their investment. The increase in associations also means the need for qualified, professional community managers remains strong.

CACM has been committed to educating and supporting community managers for the past 27 years.

Founded on the philosophy that managers need a safe, professional place to network and share with other industry professionals, CACM continues to build on that philosophy providing relevant education opportunities that address what managers face in a fast paced, ever changing industry.

By taking advantage of the professional growth opportunities CACM has to offer, you are setting yourself up for success as an industry leader who is ready for growth! This 2018 industry snapshot proves just how indispensable you and your expertise are to millions of Californians.

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58

California counties with community associations

Percentage of California housing units represented by HOAs

36%

2,169

C I D S TAT S & F I G U R E S $12.9 Billion Aggregate annual revenue estimated for California associations

53,458 Total number of community associations in California

Average Age of a California CID

Condominiums are the leading type of developments

YEARS

CACM manager members statewide who represent the group of professionals overseeing California CIDs

58

California counties with community associations

www.cacm.org | Vision Fall/Winter 2018 21

upcoming courses & events

Southern California Calendar

LEGEND DATE

22

Events

Online Courses

COURSE/EVENT

Classroom Courses COURSE/EVENT CODE

LOCATION

JANUARY 2019 8-9 California Law Series 15 Reserves – What, Why, How 16-17 Age-Restricted Active Adult 31 Advanced Ethics: Leadership & Decision Making 31 Foundational Ethics for Community Managers

CMM121-124 FIN200 SPC420 LDR500 CMM130

Orange County Online Online Los Angeles Los Angeles

FEBRUARY 5-6 Budgeting 6-7 The Basics of Association Management Series 12 Advanced Insurance Principles 20-21 Effective Meeting & Election Tools 26-27 Strategic Financial Planning 28 Risk Management in Community Associations

FIN300 CMM101-102 INS300 BDA220 FIN320 INS400

Online Los Angeles Online Online Online Los Angeles

MARCH 5 5-6 13 13 13 14-15 19-20 26-28 27-29

Conflict Resolution for Community Managers The Basics of Association Management Series Foundational Ethics for Community Managers Advanced Ethics: Leadership & Decision Making Ethics Mastery Course Southern California Law Seminar & Expo Fundamentals of Effective Governance Commercial & Industrial CID Management Large Scale Community Management

CMM220 CMM101-102 CMM130 LDR500 LDR550 LSSC BDA300 SPC450 SPC410

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Vision Fall/Winter 2018 | www.cacm.org

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Mentoring

By Julia Souza, CCAM-LS and Lori R. Storm, CAMEx, CCAM

& THE SEASONED

MANAGER

A mentor can help you to successfully navigate industry challenges and further your career.

Y

ou are no longer new to the game. You know your boards, you are familiar with all the governing docs and the Davis-Stirling Act, newer managers feel they can look to you for answers, and because of your experience and education, you can adapt to challenges easily. You’ve got this. What more do you need?

Turns out there is a lot more. HOA management is a never-ending cycle of complex situations and solutions and because of the constant changes in best practices and legislation, while you may know a lot, you don’t (nor can you possibly) know everything.

Every situation allows an opportunity for learning, and for many experiences there is a different approach you can take and someone who has perfected a way to handle things better.

Day-to-day challenges aside, you may have questions about how to further your career, what kind of educational opportunities you should engage in, what resources you should embrace, and how best to navigate the industry to further your career.

You no longer need a trainer, you need a mentor.

W H AT M A K E S A G R E AT M E N T O R AND HOW DO I FIND ONE? Often times you will find that your supervisor has a depth of knowledge in the industry and can be a sounding board and a source of insight. But that person is not the only way for you to gain a deeper understanding or new perspective on the challenges you encounter.

Start with CACM educational classes, forums and seminars. You can network with others in the industry during breaks and you may find someone who has been where you are or has achieved a level that you would like to achieve. You can also reach out to your class instructor or speakers after the class is concluded. Ask if they can spend some additional time talking to you in the future.

It isn’t unusual in our industry to run across someone who has advanced through the ranks and stands out as a leader. Perhaps you’ve grown to admire someone for their professionalism and/or appreciated that their perspective has made you think outside of the box and created those Continued on page 26 24

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www.cacm.org | Vision Fall/Winter 2018 25

Mentoring & the Seasoned Manager

What We Can Do For You: •

•

Continued from page 24

“aha” moments. What makes these individuals so effective is their willingness to continually learn, and lucky for you, their desire to share their knowledge through mentoring.

In considering what traits you should look for in your mentor, we suggest you look for these four qualities as outlined by Forbes:

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COMPATIBILITY – Your

mentor is someone who you will be working closely with. You have to be compatible with this person otherwise the relationship can feel strained or forced.

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CONTRAST – A

mentor helps you step outside your comfort zone, so this person should be a bit outside your comfort zone as well. You don’t want a clone of yourself or your best friend as a mentor. You need diversity to make sure you’re getting a truly different perspective on things.

EXPERTISE – It’s

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not about finding a mentor with the most years of experience or the biggest title. It’s about finding a mentor with the knowledge and expertise to help you on your journey.

You want a mentor with enough experience to help you navigate through any challenges you’re facing, but that doesn’t always mean someone with the most years of work on their resume. If your mentor has been in a similar situation to you and has worked their way through it, their title or years in the workforce become irrelevant.

TRUST – You

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Vision Fall/Winter 2018 | www.cacm.org

will be telling your mentor things in confidence, so trust is of utmost importance. This trust should go both ways, as the relationship will be the most successful when they trust you as well. Build on this mutual trust to get the most out of your relationship.

Seek out a mentor who will challenge you to improve, isn’t afraid to ask the tough questions, and will deliver real feedback, both positive and negative.

Everyone can use a mentor. It isn’t just the day-to-day guidance and sounding board, although this is a vital part of the mentoring experience, your mentor can help you plan out your long game.

Where do you want to be in 5 years? Your mentor can help you craft an action plan for such a journey.

While finding a good mentor is important, equally important is being a good mentee. Remember that when you are asking someone to commit their time and resources to help you, the expectation is that you will be respectful of the mentor’s time, that you’ll be trustworthy, and that you’ll respect the mentor’s privacy.

Also remember to have an agreement with your mentor about frequency of meetings and other expectations, as well as what you both hope to gain from the mentor/mentee relationship.

SHOULD I BE A MENTOR?

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If someone reaches out to you and asks you to mentor them, that person views you as a resource and respected guide. If you have the time and the energy, please say yes. Often times you will get as much from the experience as the other person. She will ask you questions that prompt you to build a strong case for your point of view and makes you clarify and crystallize your position.

There will be other times that you will engage in discussions that stretch your thinking and provide you with another point of view, possibly modifying your way of looking at the world.

Finally, by improving the ability of a single person, you will be making the management industry stronger as a whole.

Lori R Storm, CAMEx, CCAM, is the Division Vice President of Client Development in Northern California for The Management Trust.

Julia Souza, CCAM-LS, is the President and Founder of Alliance Community Resources.

Are you interested in being a mentor to other CACM managers?

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www.cacm.org | Vision Fall/Winter 2018 27

Let the Plan Be the Boss

Time – it’s one of life’s most valuable commodities. Yet communities often waste it by not ensuring they have a proper long-term plan. Other than the brief conversation centered around the annual administrative calendar, very little of the board’s time is spent on proactive, long-term planning. CACM strongly encourages managers to guide their boards to invest time in developing a plan that focuses the collective efforts of the board and management team.

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BY CLINT McCLURE, CAMEx, CCAM

5 E A SY TI P S FO R LO N G -TERM PL AN N I N G

1

2

3

4

5

Identify Pain Points

Encourage Open Dialogue

Prioritize & Get Real

Execute, Measure, Plan & Repeat

Create a Culture of Planning

Identify the community’s pain points. If addressed, this simple step could be a community game changer. Managers and boards may have seen these items as long standing problems or everlasting agenda items. Work together taking mutual ownership and identify why these problems exist. Identify the root of the issues. Now, place it on the list to address. As boards become better at this process, they find that they can predict potential pain points and plan ahead to ensure the problem never arises.

Schedule a time to discuss the plan, identify short and long term objectives, and ensure they are understood.

Management and the board should have a candid conversation and managers should be free to openly advise on what is recommended.

Topics to tackle should include: administrative, finance, planning, repairs and replacements. Be sure to address what roles both the board and management will play in all of these areas.

This step ensures that there is never disorganization, misunderstandings and expectations are always met by both parties. When additional board training is needed to properly address one or more areas, speak with management about board resources.

Now that you have created a list, it’s time to prioritize. Utilizing the knowledge of industry experts, the board and management can accomplish anything – just not all at once.

It’s now time to set goals according to the priorities established.

For example: The water costs are rising for the common area landscaping and community golf course. The board, management and industry experts come together and identify that the best possible solution for the community is drilling a well. The well will be added to the list as one of the ‘Most Important Things’ (MITs) to focus on in the coming years. Establish annual benchmarks for success. This ensures the community is on track to accomplish the short and long term goals that better the community.

The board and management have now spent a lot of time, energy and effort developing a plan. Keep it handy and make it a habit to have a meeting exclusively to discuss the plan. Calendar this planning meeting immediately following the annual meeting of the board. At that meeting, discuss accomplishments (and failures!) and set the upcoming year’s expectations.

Did the board and management accomplish the MITs set for the previous year? What has been working well to accomplish those MITs? What has the board and management learned that needs to be amended in the plan?

It is critical to keep the plan updated with annual adjustments to ensure proper board and management involvement. Build on the strengths discovered throughout the process and purge unsuccessful areas of the plan. The plan should be a tool that is referenced often to guide the agendas for the board and the efforts of management year-over-year. If done correctly, this critical plan will ensure short and long term plans continue to be implemented as volunteers, committee members, board members are introduced. Their understanding and role will ensure the community’s success as defined by the plan. Furthermore, it gives opportunities for newcomers to provide input into the plan.

CACM’s “In the Boardroom” feature is intended to provide key trends, tips and practical advice for association board members. For easy sharing, you can also access this and other archived articles online at www.cacm.org

www.cacm.org | Vision Fall/Winter 2018 29

SET A

30

Goal Achieve it!

Vision Fall/Winter 2018 | www.cacm.org

AND

Professional career-focused education: You want it, CACM has it.

GOALS: Does the word conjure excitement, knowing that you can capture dreams and build an action plan to help you realize them? Or do you feel as though your high school counselor has set some burdensome task before you that makes you feel like a failure even before you start? Whatever your feelings are on the subject, goal setting can be a great tool to put you on a more direct path to getting what you want.

CACM was founded on serving the needs of managers in the community management industry. Since 1991, we’ve been the go-to resource for education. In an effort to support you, we hope you’ll consider using these simple steps to make 2019 your year!

STEP ONE Contact CACM’s Education and Credentialing Advisor, Tammy Willits (twillits@cacm.org). Share with her what your career goals are, the specific areas you want to focus (if you know them) and build a plan for achieving your goals in 2019. In addition to building the plan, Tammy will work alongside you to help you understand costing, time commitments and whether in-person or online classes are a better fit. Come away from that discussion with an achievable action plan.

STEP TWO Schedule a meeting with your supervisor to discuss your desire to further your educational goals. Bring to that meeting your detailed plan of how you will achieve those goals. You may be surprised by how open and excited your boss will be about your love of the industry and desire to learn. Executives understand the power of education. It means their managers can move into a position of working alongside more complex associations which can lead to salary increases!

STEP THREE Whatever the outcome of step 2, get started! The first order of business should always be to secure your CCAM credential – it is the only California credential that earns you the title of “Certified Community Association Manager.” It elevates your standing and communicates to both employers and associations that you care about your career and you’ve invested in it.

STEP FOUR Register for CACM’s 2019 Law Seminar & Expo and don’t miss a single session, ceremony or gathering! This is where the leaders of the industry come together to collaborate and connect. This lively group is very inclusive and you’ll fit right in. Ask for business cards and stay connected after the event.

STEP FIVE Seek out a mentor. Ask colleagues who they respect. Read Vision magazine cover to cover and discover who leads this industry. Pay attention to those individuals’ credentials and specialty credentials. Once you’ve discovered the appropriate person for you, reach out and ask if they can spend some time with you. Relationships are key in this industry.

On a final note, an easy way to keep on track is to buddy-up with someone who wants to achieve the same goal. Goal oriented individuals seem to be great colleagues as you both grow and navigate through the community management industry together. www.cacm.org | Vision Fall/Winter 2018 31

Finding Talent

By Scott Swinton

IN THE INDUSTRY

What is the Holy Grail of finding and retaining great managers?

I

was recently in a deposition regarding a San Jose homeowner’s association. It took me several minutes to realize that both sides of the case were in the room, “When will the other attorney arrive,” I asked, thinking these two friendly gentlemen were with the same firm. To my surprise, I was immediately introduced to the opposing counsel. “We all have a job to do – no need to make it personal,” they said.

A few weeks prior, my deposition had been hosted by a bombastic blood sucker with an agenda and 80-year grudge against humanity.

So, it was refreshing to see such sanity in a reality-television saturated society.

In three interviews with community management CEOs, with over 70 years’ combined experience in the CID industry, a similar overarching message emerged: This is a professional industry, not a battlefield; we are talking about humans and homes, not tanks and territory. All three executives were clear

that they desired to grow and create thriving businesses, but all also clearly condemned the well known cut-throat sweatshop methods of management in the industry.

Why is this unique field of work, HOA management, so often intensely competitive and personal? And most importantly, what is the Holy Grail of finding and retaining great managers?

For many in the CID industry, the job is very personal. It actually makes sense if you look to the very core of the industry. One executive astutely stated, “It’s very personal in the industry, because it’s people’s homes – and when it is personal, then it becomes emotional – and when it is emotional, then it quickly becomes irrational.” If all is well with your customer, you’ll rarely hear from them, while conversely their bad day can easily become yours. It takes a special person to professionally carve out solutions to the human side of managing communities without becoming part Continued on page 34

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www.cacm.org | Vision Fall/Winter 2018 33

Finding Talent in the Industry Continued from page 32

of the problem. Where do such saints come from?

Alas, there is no clear path to the CID industry’s front door.

There isn't a college in the state that offers a degree in community management. None of the executives I interviewed said they cared if a person had even visited a college campus. “It’s just not a primary consideration,” stated one. Multitasking, oral and written communication skills, empathy, and critical thinking were all mentioned, but of course, a college degree is hardly required to bring these skills to the surface.

How then to find, and sort applicants? Where are the great managers coming from? Are they simply stumbling into the job?

Are they being shanghaied from the sidewalks and bars outside the front gates of college campuses? Frankly, it seemed a mystery to the men and women I interviewed. Said one, “It’s a skill set which cannot be taught.” Another commented that outsiders critique, “What you do isn’t rocket science” but explained, “While no one I know ever claimed it is, [it] requires so much multitasking that most people couldn’t (or wouldn’t) do it.” According to those I interviewed, the ranks are being filled from all walks of life with a common theme: those who thrive have discovered the joy of meeting the challenges presented to them – buoyed by a compensation package adequate to provide incentive.

C H A N G E T H E M I N D S E T. C H A N G E T H E N A R R AT I V E .

landscape contractors

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Managed living should be the first choice, not the last resort, and it should be led by highly qualified professionals with passion and pride.

So, how much money is enough, and is money enough?

The bottom line? All three agreed that managers need to be compensated appropriately, so that competent talent can be brought into the industry. Yes, you heard correctly, your boss wants you to be paid more. They know that higher manager salaries will improve the state of the industry in a greater way than any other. No, money is not enough. Quality of life accommodations are recognized as equally crucial for maintaining quality managers. Flexible hours, work from home, and generous benefits are all part of retaining managers in this unforgiving environment. All three executives were emphatic that reducing employee turnover was a high priority, and that management companies need to stop trying to “squeeze blood out of the turnips.” All managers have their limits and discovering that limit too late just means another turnover.

With higher salaries will the cost of management go up?

Definitely. But the return on investment (ROI) to the customers will be staggering. Yes, monthly dues in communities across the industry will need to go up to cover the cost of management, and you are likely concerned that cost-conscious customers will flee.

Yes, there are a contingent of communities which will consistently

accept only the low bid for management. They will spin on the Ferris wheel of mediocre management – lifted on promises and dropped on delivery. A small set of management companies will insist on strangling each other for an ever-shrinking collection of unenlightened HOA’s looking for a low bidder. Meanwhile success stories will start rolling in of healthy HOA’s with burgeoning budgets giving back to their cities and making positive differences in the lives of the members.

Higher dues would devalue home prices, you opine. Maybe not. I propose that the net value of the homes would if anything rise, and the housing market would recognize it rapidly. What would go up sharply would be the standard of living within these communities.

Who would move in? Those who understand that they are paying for the privilege of living in a managed community. Change the mindset. Change the narrative. Managed living should be the first choice, not the last resort, and it should be led by highly qualified professionals with passion and pride.

OUR CLIENTS: Homeowner Associations High/Mid Rise Condominiums Condominium Conversions Commercial Property Owners Business Litigation Civil General Litigation

IF YOU NOTICE ANY OF THE FOLLOWING, DO NOT HESITATE TO CONTACT US: Stained drywall at window sills and ceilings Fractures or cracks along private streets, common area slabs or pavers Frequent and excessive cracks at drywall (interior) or stucco (exterior) Leaks or staining at or around common area planters Staining or discoloration below decks and at entry landings Excessive cracking at tile flooring, garage slabs or patio areas

Special thanks to the following industry leaders for their contributions to this article: Paul Collins, CAMEx, CCAM of Collins Management; Chris Willis, CCAM of Willis Management Group, Inc.; and Leslie Mobraaten, CAMEx, CCAM of Hudson Management Company.

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Scott Swinton, General Contractor and Consultant, is CEO of Unlimited Property Services Inc. in Richmond.

www.cacm.org | Vision Fall/Winter 2018 35

I

nterviewing for a position as a community association manager isn’t your normal interview.

Sure, you may have to list your three biggest strengths and weaknesses, but you will also be asked specifically about your community management qualifications.

As a Certified Community Association Manager (CCAM), you have a distinct advantage. You’re already knowledgeable about California laws that govern HOAs and how to implement ethical management practices.

Because of your education, you’re also experienced in helping board members make wise business decisions for the community.

Before you walk into your next job interview, take a moment to think about how valuable your CCAM certification is to your skill set and career success.

Make sure you’re prepared to talk about how your CCAM makes you more qualified for the community management position you’re after.

Here are a few talking points you should consider mentioning in your interview: • As a CCAM, I’ve completed 36 hours of California-specific industry education, covering California law, ethics and core management principles.

• The CCAM certification meets California Business & Professions Code standards, which requires California community managers to achieve a high level of education before referring to themselves as a “certified” manager.

• My CCAM certification has prepared me to guide boards of directors to make informed decisions that are in the best interest of the association and the community.

• I’m committed to following ethical business practices while managing community associations. In fact, I’ve signed CACM’s Code of Professional Ethics and Standards of Practice, which sets forth ethical guidelines for managers to follow to ensure they’re acting with integrity at all times.

• The CCAM recertification process keeps me very focused on continuing education.

Continued on page 38

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Vision Fall/Winter 2018 | www.cacm.org

How to Sell

www.cacm.org | Vision Fall/Winter 2018 37

Sell Your CCAM in an Interview…

Continued from page 36

•

I complete at least 30 hours every three years, which includes a Law Seminar featuring an update on new case law and legislation impacting our industry.

• As a CCAM, I also have the opportunity to pursue continuing education in a variety of community management subjects through CACM, including strategic financial planning, conflict resolution, risk management, leadership and more.

Note: You could also list the courses you have already completed through CACM, or mention specific courses you plan to take in the future and why (i.e., perhaps the Conflict Resolution for Community Managers course because you know it will help you deal with the difficult personalities that will undoubtedly cross your path as a community manager).

• Because I’ve already earned my CCAM, I can now focus on achieving a higher level of education in the future.

I have plans to pursue a Specialty Certificate through CACM in [insert specialty here]. I want to focus on this specialty because [insert reasoning here].

Available Specialty Certificates include High Rise Community Management, Large Scale Community Management, Portfolio Management, and New Development Community Management.

• I’ve gained a great deal of knowledge and confidence through earning the CCAM, which is why I would also like to someday pursue the MCAM certification – which is the Master of Community Association Management. By pursuing this higher level of certification, I know I would not only increase my own professional value, but also be able to bring an even higher standard of service to my clients and company.

By practicing how you will communicate your professional accomplishments and value beforehand, you are setting yourself up for a successful interview. No matter what questions come your way, be confident in the knowledge and education you have gained so far, and remember that earning your CCAM has already set you up for a successful career in community management no matter where you work.

What’s the best way to stay connected to CACM? You decide!

38

Join our email list Email communications@ cacm.org for info

Find us on Facebook facebook.com/CACMchat

Follow us on Twitter @CACMchat

Connect with us on LinkedIn linkedin.com/company/cacm

Vision Fall/Winter 2018 | www.cacm.org

Congratulations Managers It is with pride that we recognize managers who have taken the next step in their professional career by pursuing advanced educational opportunities. Congratulations to our newest Certified Community Association Manager (CCAM), Specialty Certificate recipients, the Master of Community Association Management (MCAM) recipients for the second and third quarter of 2018!

NEW CCAMs Paul Anderson, CCAM Maria Barrios, CCAM Aubria Bauder, CCAM Stacy Blom, CCAM Aaron Button, CCAM Luis Chim, CCAM Scot Cool, CCAM Sherry Crevani, CCAM Lori Draper, CCAM Dean Driscoll, CCAM Emma Eckroth, CCAM Dolores Fernandez, CCAM Adam Futo, CCAM Monica Gale, CCAM Marlene Gamboa, CCAM Lisa Glogow, CCAM Maria Goins, CCAM Victoria Hall, CCAM Elliott Harwell, CCAM Angela Hill, CCAM John Hopkins, CCAM Claire Hosking, CCAM Rosanna Indie, CCAM Jana Jenkins, CCAM Patricia Johns, CCAM Cara Kallen, CCAM Kelley Kemp, CCAM Shari Kenyon, CCAM Brad Kohler, CCAM Melanie Kuhn, CCAM Yvette Lee, CCAM Kevin Lehman, CCAM Debra Lewis, CCAM

Arthur Livitz, CCAM Amaya Lopez, CCAM Amy Malet, CCAM Jaime Mann, CCAM Tareq Mashal, CCAM Caitlin McClelland, CCAM Melissa Medina, CCAM Kaley Mobraaten, CCAM John Mudge, CCAM Samnang Muy, CCAM Mark Muzzini, CCAM Sandra Na, CCAM Cecilia Ou, CCAM Leala Oulalla, CCAM Michele Parenteau, CCAM Frances Pawlak, CCAM Eli Perez, CCAM Sommer Perry, CCAM Robert Quinn, CCAM Segev Ras, CCAM Samantha Romero, CCAM Cynthia Schick, CCAM Jonathan Scott-Haines, CCAM Stanley Shambaugh, CCAM Vanessa Silva, CCAM David Smith, CCAM Ashley Sousa, CCAM Ryan Sowers, CCAM Fabiana Spinelli, CCAM Adam Stokes, CCAM Vanessa Stoltenberg, CCAM Vanessa Strickland, CCAM Gary Tang, CCAM Danielle Uhalde, CCAM Alicia Van Norman, CCAM

Christopher Waage, CCAM Antwone Wade, CCAM Richard West, CCAM Kelly Whichello, CCAM Melva Willey, CCAM Deanna Willis, CCAM Melissa Wudzke, CCAM Priscilla Yoo, CCAM Victoria York, CCAM Samantha Yruegas, CCAM

NEW MCAMs Linda Mootry, CAMEx, MCAM-ND David Scott, MCAM-LS

SPECIALTY CERTIFICATES Large Scale Community Management Jane Frazee, CCAM-LS.AA Jorge Garcia, CCAM-LS Alfred Logan, CCAM-LS Troy Reis, CCAM-LS Dawn Suskin, CCAM-LS.CI

High Rise Community Management Jean-Pierre Alotte, CCAM-HR Thomas Elliott, CCAM-HR Ryan Preston, CCAM-HR

Portfolio Management Raeanne Ladwig, CCAM-PM Derek Mobraaten, CCAM-PM Betsy Roig, CCAM-PM Kassie Ulen, CCAM-PM

ADJUNCT DESIGNATIONS Active Adult Jane Frazee, CCAM-LS.AA Morgen Hardigree, CCAM-ND.AA Patricia Klock, CCAM-HR.CI.AA

Commercial / Industrial Shelley Bobitch, CCAM-PM.CID Dawn Suskin, CCAM-LS.CID

www.cacm.org | Vision Fall/Winter 2018 39

The Steak & the Sizzle

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Vision Fall/Winter 2018 | www.cacm.org

BY DEAN JACKSON, CCAM-HR

I had an interesting experience last night.

The board of directors had called for a “Community Meeting,” open to owners and renters alike, to gather ideas for improvements to the aging building. The meeting was set up so that everyone could provide ideas to address items such as aesthetics, functionality, energy efficiency and community. The ideas would be compiled, without judgement or comment, for the board’s further review, discussion, distillation and for possible action.

By and large the board got what they wanted, and my fingers are still cramped from typing an exhaustive list of ideas, some bold, some simple, some easy, and some extravagant. What was missing, however, was the pulling back of the curtain to reveal the resources necessary for maintaining, repairing and updating the building’s infrastructure. Last night’s meeting was about the flash, not the foundation.

This was not unexpected, as there are many visible items in a 1980s era building that may need updating, and many of the new residents were born after the building was erected. The shift in demographics towards the millennial generation, who grew up with technology as an integral part of their lives, brings a welcome energy, a lot of imagination, some great ideas, and some ideas which would generate unrealistically large price tags. Those with a touch (or more) of gray also had some whoppers.

As the meeting was under way I had to frequently remind myself of the no judgment or comment stipulation, and my tongue is still sore from having to bite it to keep from speaking. But now the meeting is over. No, we will not be putting a glass enclosed barbecue, Jacuzzi and seating area on the roof, but yes we will be updating the lobby… about two years from now (but pink mood lighting likely won’t be part of the design, sheesh!). No, the gym will not be moved into the area currently occupied by the lounge, but yes, both the lounge and gym will get a facelift… about three years from now.

The challenge is to balance the need to update the building aesthetically and technologically, while also addressing low profile, large ticket, items such as sewer lateral replacement, repairing and waterproofing a leaky garage or bringing the boiler system up to code and the garage elevator up to date. The sizzle gets all of the attention, but the steak still needs to be seasoned with the following ingredients.

EDUCATION: In

my opinion, the process starts with educating the community. We have a reserve schedule which addresses both infrastructure and aesthetics over time and there are some sizzle items which would add to the expenditures that are planned and require a larger reserve allocation. Are the homeowners willing to pay for this? That’s the $64,000 question. Are the homeowners willing to start saving for improvements that might not happen until years from now when they might not enjoy the benefits? In a world of short term decisions and expectations; keep the assessments low and keep the money in my pocket (but I want pink mood lighting now), versus long Continued on page 42

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The Steak and The Sizzle Continued from page 41

term goals; invest in the long term health and viability of the HOA asset (because we have to replace the roof in fifteen years and we don’t want to put Band-Aids on issues and defer maintenance on other items), the more information homeowners have the more they might be willing to invest in the future.

QUICK FIXES: Are there items which can be refreshed, upgraded, or changed now without breaking the bank, whether or not they are scheduled? We are now looking into modernizing the signage and logo of the HOA, upgrading some lighting for energy efficiency and aesthetics, and upgrading the HOA’s website so that it can be utilized for building community. Items which are already being researched, such as the installation of EV charging stations and automated package lockers may be expedited. All the while though, the infrastructure work will continue.

INFORMATION: We will be better about informing the community about both the glamor and the hammer. They will see the quick fixes taking shape and at the same time they will learn that the gym upgrades are only a couple of years away and that the modernization of the lobby is now in the planning stages (any volunteers for the lobby committee?). They will also learn that we

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have to save for a multimillion dollar elevator modernization in eight years, while accomplishing a quarter million dollar sewer lateral replacement project that is required by the local water district.

TIME (NOT THYME): Over

time the community will observe improvements to those items that they can see and learn about improvements to items that work behind the scenes. As education and information continue to be disseminated, the community may just be willing to invest a bit more so that the steak will be done perfectly, with just the right amount of sizzle.

Until then, my plate is pretty full!

Dean Jackson, CCAM-HR is the General Manager of Pacific Park Plaza Homeowners Association in Emeryville.

Thank You to Our Sponsors Thank you to our sponsors for the second, third and fourth quarter of 2018 for their generous contributions. The next time you encounter a CACM sponsor, please join us in acknowledging the work and generosity of these supportive members.

A.C. Enterprises, General Contractor

Elite Pest Management, Inc.

Pacific Green Landscape, Inc.

Accurate Termite & Pest Control

Elliot Katzovitz Insurance Agency

Pacific Pest Control, Inc.

Action Asphalt Paving & Maintenance, Inc.

EmpireWorks Reconstruction and Painting

Pacific Premier HOA & Property Banking

Action Duct Cleaning Company

Epsten Grinnell & Howell, APC

Pacific Western Bank

Adams Stirling PLC

eUnify

Painting Unlimited, Inc.

Advance Construction Technology, Inc. (ACT)

Fenton Grant Mayfield Kaneda & Litt, LLP

Payne Pest Management

Advanced Restoration

Fiore Racobs & Powers A PLC

The Perry Law Firm

Agricultural Pest Control Services

First Line Security Systems, Inc.

Popular Association Banking

Alliance Association Bank

Flexground Surfaces, Inc.

Powerful Pest Management

Alta Roofing & Waterproofing, Inc.

Flood Pro

Pratt & Associates

American Geotechnical, Inc.

Fontaine Weatherproofing, Inc.

Premier Community Bank

AMS Paving, Inc.

GAF

Prendiville Insurance Agency

Animal Pest Management Services, Inc.

Gardner Outdoor and Pool Remodeling

PrimeCo

Antis Roofing & Waterproofing

The G.B. Group, Inc.

ProTec Building Services

A-One Construction & Roofing

Gibbs Giden Locher Turner Senet & Wittbrodt LLP

Pro-Tech Painting Company

Gothic Landscape

Richard Avelar & Associates

Appfolio, Inc. appLega ASR Property Restoration Association Construction Services, Inc. Association Services Network AWT Construction Group, Inc. Axis Construction Bald Eagle Security Services, Inc. Berding | Weil LLP Bergeman Group Black Diamond Paving & Concrete, Inc. Blue Mountain Construction Services BrightView Landscape Services Broadband Agreements Cagwin & Dorward Landscape Contractors

Harvest Landscape Hays Companies Heritage Bank of Commerce HomeWiseDocs Hughes Gill Cochrane Tinetti, P.C. Insurance BidWorks Inc. J.J. Commercial Water Heaters The Judge Law Firm, ALC JW Cleaning Restoration & Building Maintenance JWC/Jon Wayne Construction & Consulting Kasdan LippSmith Weber Turner LLP Kelly-Moore Paint Co., Inc.

Recon 360 LLC Roofworks & Construction, Inc. Saarman Construction, Ltd. SAX Insurance Agency S.B.S. Lien Services Seacoast Commerce Bank Securitas Security Services USA, Inc. Serpico Landscaping, Inc. ServPro of Citrus Heights/Roseville Signature Painting & Construction, Inc. Smart Systems Technologies, Inc. Socher Insurance Agency Southern Cross Property Consultants Specialized Pipe Technologies

Caliber Software

Kevin Boland Insurance Agency, CIC Farmers Agent

California Pavement Maintenance (CPM)

Kone Inc.

Sunwest Bank

California Safety Agency

LandCare

Superior Roofing

CalPro Construction & Painting

Leak Control Services, Inc.

SwedelsonGottlieb

Calvac Paving, Inc.

McCormack Roofing, Construction & Energy Solutions

Sweeper Guys

CertaPro Painters of La Jolla Chaix Law

McKenzie Rhody, LLP

Three Phase Electric, Inc.

Chapman & Intrieri, LLP

Michael Abdou Insurance Agency, Inc.

TOPS Software

CID Insurance Programs, Inc.

The Miller Law Firm

Total Building Care, Inc.

CINC Systems

Mission Association Financial Mgmt, Inc.

Trip Stop Sidewalk Repair, Inc.

City National Bank

Mission Landscape Companies, Inc.

Tru Construction, Inc.

C.L. Sigler & Associates, Inc.

Motus Earthquake Insurance Services, LLC

Unified Protective Services, Inc.

Clean Earth Restorations

MPS Financial, LLC

Union Bank HOA Services

ClickPay

Mutual of Omaha Bank

Unlimited Property Services, Inc.

CM Squared, Inc.

Nabr Network

Varsity Painting

Coast Landscape

Nature Care Services

Vista Paint Corporation

Coast Landscape Management

The Naumann Law Firm, PC

Community Legal Advisors, Inc.

Nautilus General Contractors, Inc.

Dagizmo

Nordberg | DeNichilo, LLP

Sunset Landscape Maintenance, Inc.

TARC Construction, Inc.

www.cacm.org | Vision Fall/Winter 2018 43

Are You a ProPlus Manager Member?

If not, it’s time to upgrade. Becoming a ProPlus Manager

member starts you on a path to career success plus provides big savings! Upgrade your manager membership to ProPlus today and get the rest of 2018 for free! Plus receive: • One complimentary 2019 Law Seminar & Expo attendance Save up to $479 • One complimentary registration to 2018 Holiday Reception Save up to $80 • Additional 10% discount on Specialty and MCAM Courses Save up to $200 • Invitation to Executive Leadership Summit and More

Upgrade Today and Save!

ProPlus membership is just $635 per year. If you are a manager creating a career path plan, you can’t afford not to upgrade.

Contact membership@cacm.org for more details.

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Pictured left to right: Janet Blanco, Teresa Powell, Leonel Soto, Kimberly Bohn, Christine Lucas

www.cacm.org | Vision Fall/Winter 2018 45

Chart Your Course for Success In 2019 with Online Access to Your Personal Certification Status Report Whether you are a seasoned professional or new to the industry, CACM’s Certification Status Report makes understanding where you are in your educational pursuits a snap!

The CACM Certification Status Report was designed to make your certification and educational pursuits easy to navigate and eliminate unnecessary phone calls during your busy workday. Now you have access to this information in an easy to understand format 24 hours a day, 7 days a week!

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New Certification So you’ve made the decision to invest in your career and earn your CCAM (Certified Community Association Manager) certification which tells your employer, colleagues or the communities you serve that you truly are a professional within the field. Good for you!

This certification demonstrates a level of competence that CACM has defined for community managers. Your understanding of best practices, California-specific laws and ethical guidelines will assist you in providing the highest level of service to your communities.

Your first step is to contact Education & Credentialing Advisor, Tammy Willits so that she can guide you through the process and ensure you can log on and view your Certification Status Report. Like the recertification detail listed below, you’ll have access to your educational overview in addition to a comprehensive listing of the specifics related to the CEUs required.

Recertification CCAM managers must satisfy recertification requirements every three years, starting from the first official certification date. CACM understands that keeping track of the details can feel a bit overwhelming.

Educational Overview: The Certification Status Report provides an educational overview that showcases key information: • The specific credential you are recertifying in • The original certification date • If you have recertified in the past • The date you must complete all requirements to recertify Additionally, you’ll find the number of CEUs required to recertify, the number you have earneåd to date, if you satisfied the Law Seminar and Ethics requirements and if you have submitted the recertification application.

CEUs Toward CCAM Recertification: Dive into the information displayed by learning the specifics related to the CEUs required and taken.

Continued on page 48

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Spotlight on Education Continued from page 47

Advanced Credentials: So you hold your CCAM certification, but would like to take your career to the next level ensuring the communities you serve see you as the top of your field.

Congratulations! Your first step will be to contact Education & Credentialing Advisor, Tammy Willits so she can assist you with developing your personalized education path at CACM. Unlike foundational courses that are required in order to be certified, the advanced credentialing educational phase provides you with the ability to choose from over 200 course sessions that best suit your career goals. Whether you’ll be working towards securing your specialty designation or MCAM certification, your Certification Status Report will keep you on track.

Ready to access your report? Follow these easy steps: 1. Log on to CACM.org 2. Under Certification Status Report (found on your profile page), select Click here for your Certification Status report 3. Once selected, you’ll be directed to the Status Report page. Simply scroll down to view the status report

Why the Certification Status Report Is Important With this report, you’ll be able to stay on track, share the exciting news with your supervisor or board, reach out to CACM for the additional documents you need, map out a plan to expand your knowledge and ultimately, achieve your certification or recertification!

Your Certification Status Report offers a detailed look at what courses you have registered for, confirms your attendance (if the course survey was completed) and the specifics of where you are in the documents and fees required to finalize your credential.

Meet CACM’s Education and Credentialing Advisor, Tammy Willits CACM advocates for you, our manager members! It is our strongest desire to ensure you are the most educated professional in California, which elevates you as the premier choice for managing California communities. CACM is the only association that gives you the ability to call yourself “certified” after completion of our courses.

By now, many of our members have heard from our new Education and Credentialing Advisor, Tammy Willits. Tammy’s primary role at CACM is to work alongside our members in making the most of the courses available to you as a CACM member.

Contact Tammy to walk through how you can elevate your personal brand with quality education and certifications that carry the highest level of professionalism. She can be reached at twillits@cacm.org or 949-340-6615.

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No Time to Travel to Courses?

No Problem!

CACM is making it easier to gain the professional enrichment you need to succeed in your career path. We have added 12 updated courses to our newest learning platform, the instructorled web courses. Same instructor experience and Q & A opportunities as a classroom course without having to leave the office. Look for additional online offerings later in the year.

For more information email education@cacm.org

www.cacm.org | Vision Fall/Winter 2018 49

SHOUT OUT to the Community Manager!

Personal Disclosures Display Value and Professionalism

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S

ometimes it can be a daily struggle to prove your value and worth to board members. If you have a portfolio of accounts you will have a large number of board members watching and wondering if you know what you’re doing. Then of course, you get new ones every year. We joke about reinventing the wheel every time a new owner gets on the board. Honestly, this aspect of our role as community managers can be quite the challenge.

I remember years ago, I was a freshman manager and my board president mentioned that I was the topic of conversation at the club during dinner. Whoa, that set me back in my chair for a moment!

I never imagined anyone would be talking about me. That’s when

the light bulb turned on, and I realized I was now a very public person. Yikes! What stress that placed on my everyday communications with owners and board members. I was always wondering what was being said about me and what people thought.

Fast forward to today. While I no longer stress about such things, I do recommend that managers utilize different ways to tout their skills and disclose to owners and board members the education and training they have achieved.

Portray Your Value in the Community Newsletter A great idea is to have a newsletter brief once a year or so to tout yourself. Owners will find a “Did You Know” article about you interesting, particularly when you’ve passed a milestone, taken advanced coursework or received a new California certification.

Annual Certification Disclosure We also have a chance every year to provide our board members with details about professional accomplishments. The annual manager certification disclosure is a very important avenue to help your board understand your skills, value and commitment to your career. You can find a great example of a disclosure letter in the Manager’s Toolkit in the Members Only section of the CACM website. CACM also provides a beautiful four color brochure outlining the value of the CCAM designation. You can order copies to include with your letter!

Annual Report Updates Another great tool is the annual report. I always write a report that accompanies the prior year audit. I recap everything the board accomplished in each category to correlate with expenses (landscape, security, etc.) I take the minutes from the prior year and use it as my guideline. In my closing, I take the Continued on page 52

www.cacm.org | Vision Fall/Winter 2018 51

Shout Out to Managers Continued from page 51

opportunity to disclose my education and accomplishments and thank the members for allowing me to serve them. I get numerous positive notes and calls after that mailing is received.

Other Disclosures Additional disclosures can come at any time during the year.

Disclosures that show your board that you have completed a course, obtained a credential or just demonstrated that you have integrity. You can disclose in executive session that a particular vendor has offered to pay your way in the local golf tournament or that the painter will be painting your home and what you will be paying. Keeping your board apprised of any personal transactions with your vendors shows them you take your professionalism seriously and value your ethics and integrity.

Take every opportunity you can to share your success with your boards and owners, they will truly see you as a valued asset to their community.

This article originally published in Vision Magazine’s Summer 2015 issue.

The author, Kay Ladner, is a retired community manager.

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maintaining high standards

New Individual Manager & Management Company Members

CACM members further their success in the industry and benefit by partnering with colleagues to share new ideas and best practices. Please join us in welcoming these members from the second and third quarter of 2018!

Manager ProPlus Lisa Garcia

Manager Pro

Tony Abad Sirha Aboali Stefan Anderson Paul Anderson, CCAM Yvonne Avila Andy Babbitt Elyse Backer Donald Bellisario Ernesto Bethencourt Pamm Birt Valerie Bryant Kristal Bybee Roderick Cabasal Patricia Calhoun Thomas Callon Danielle Carbajal Jennifer Casarotti Francisca Castillo Jennifer Cirimele-Ross Robert Coleman Lori Collins Richard Crane Matthew Cravens Liane Cunningham Christine David-Nunes Alicia DePalma Sheila Dickinson Emma Eckroth, CCAM Carol Elbert Shiloh Fehring Dolores Fernandez, CCAM Siobhan Foster Jerri Gaddis Sonia Garcia Robert Girolamo Helen Gonsalves Daysi Gonzalez Roger Good Joshua Grass Dawn Greenwell Amber Grijalva Kristina Gritskevich Nicole Hafer Katie Harnish Kathleen Harrigan Katherine Harris Lisa Hartley Elliott Harwell, CCAM Chelsea Hein Cheryl Henry Angela Hill, CCAM

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Jocelyn Howell Jessica Hubbard Marian Huntsman Courtney Jack Erica Jacobs Cindy Jassar Malik Jones Stephanie Kay Brinna Kerrick Jasmine Ku'uleialoha Apa Maria Lafever Bryan Lamb Cheryl Laughrey Gloria Lee Debra Lewis, CCAM Phyllis Loer Elijah Long Maria Macias Dagmara Macierzanka-Rung Amy Malet, CCAM Jaime Mann, CCAM Alicia Marroquin Eleanor Martinez Carlos Martinez Eleanora Martino Tareq Mashal, CCAM Kodi Mattox Amy McIntyre Samuel McKee Melissa Medina, CCAM Carlos Melgar Karina Mendez Linda Merkle Kathy Merritt Pamela Miller Kaley Mobraaten, CCAM Veronica Montemayor Michael Morris Kirk Muldarry Crystal Nachbar Samantha Negley Laura Nielsen Lauren Nordhougen David Oh David Oleson Miranda Orr Salvatore Palumbo Naidin Peralta Marisa Pirelli Justine Poulton Tiffany Powell Mitchell Powers Laura Provost Kazell Pugh Valerie Raboin

Vision Fall/Winter 2018 | www.cacm.org

Paul Rallonza David Ramirez Bryana Ramirez Segev Ras, CCAM Lauren Richardson Katie Rivard Zenaida Rivera Mary Jo Rivero Debra Roberts Marcello Robinson Samantha Romero, CCAM Patrick Rooney Kimberly Russell Julie Russo Genesis Sanchez Sandra Santiago Daniela Schwan Jonathan Scott-Haines, CCAM Michelle Seaberg Krystal Serenil Stanley Shambaugh, CCAM Jacquelyn Smith Ashley Sousa, CCAM Ryan Sowers, CCAM Sheri Stanley Haley Staufenbeil Adam Stokes, CCAM Vanessa Stoltenberg, CCAM Vanessa Strickland, CCAM Yu Hang Tang Keith Thomson Deborah Tittle Andreea Toader Cynthia Urquidez Josh Van Den Berg Marvin Van Ekeren Stephanie Von Dohren Medina Nicole Wallace Winnie Wang Virginia Weingand Melva Willey, CCAM Jo Ann Willey Sara Williams Diane Winship Cara Wolf Theresa Woods-Beltran Laura Young Marina Zramdini

Apprentice Karin Whitney

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Thank You for Your Membership!

Each member of CACM plays a key role in ensuring our industry is filled with knowledgeable and professional service providers.

We thank you for recognizing the value of CACM and the important role it plays in elevating your profile within the industry. You are a change agent for the HOAs you serve!

Together, we are making a difference in the lives of 15 million California homeowners. Now that’s something to be proud of!

Monterey Plaza Hotel & Spa | May 9 – 10, 2019

For the first time in CACM history, we’ll be hosting the Executive Leadership Summit in Northern California. Join industry thought leaders and top subject matter experts for frank discussions on hotbutton issues and the future of our industry.

Be part of rich conversations among peers who face similar challenges.

Share, brainstorm and collaborate in an innovative and thoughtprovoking setting, while developing valuable new connections.

Resort Fees: Daily $25 (reduced from $29), Plus applicable taxes. Includes high speed internet, 24 hour valet parking with in/out privileges, use of fitness center and whirlpool.

Pre-Sale Savings! $469 Manager Member $569 Manager Non-member Monterey Plaza Hotel & Spa 400 Cannery Row, Monterey 831-646-1700 Direct Inland View Room – $259 Partial Ocean View – $319

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