by Beth Mulcahy, Esq

I am often asked the following question… “What makes a community manager a superstar?” I have been fortunate to work with numerous exceptional managers in Arizona. Here is a short list of the qualities of a great community manager:


—Listen to homeowners who have concerns or problems with the association;

—Return/respond to phone calls/e-mails within 24/48 hours (if possible);

—Notify the board immediately regarding important information about their association; and

—Apologize and make the necessary corrections when mistakes happen.

Oversee Maintenance and Repairs of Common areas:

—Conduct inspections (weekly if possible); and

—Investigate maintenance problems in a timely manner (i.e. floods/leaks).

Create a Strategy and Plan for the Annual Meeting:

—Calendar key dates (notice calling for volunteers for the board, notice of meeting, date, etc.);

—Use mail-in or absentee ballots;

—Compute quorum or any other special voting requirements prior to the meeting;

—Determine whether cumulative voting can be used and whether delinquent owners can vote;

—Reserve and confirm the location prior to the meeting date;

—Plan for registration 30 minutes prior to the meeting with several registration tables;

—Bring sign-in sheets with names of all owners, returned mail-in or absentee ballots, pens,

unused ballots, calculator, association documents, tally sheets and the list of delinquent owners to the annual meeting; and

Request appointment of “inspectors of elections” to oversee the voting and election count.

Monitor Association Insurance:

—Calendar renewal date(s) at least 90 days before the renewal date;

—Investigate other insurance policies, prices and coverage at least 60 days prior to expiration of the current policy;

—Review insurance provisions in association documents to ensure that the association has proper insurance coverage; and

—Report insurance claims promptly.

File the Association’s Annual Report with the Arizona Corporation Commission Annually

Carefully Monitor Delinquencies; and

Create monthly status reports.

Pay Association Bills on Time:

Create a list of all association bills and due dates; and

—Promptly review, get approval for and pay all bills.

Keep your Boards out of Trouble with Good Advice

—Comply with federal and state laws; and

—Consult with an attorney when necessary.

Obtain 2-3 bids from Contractors for Capital Improvement Projects in the Association

—Use licensed and bonded contractors when appropriate.

Maintain Accurate and Complete Association Records

—Lot/Unit files;

—Correspondence files; and

—Meeting minute books.

Be Professional when your Relationship Ends with the Association

—Don’t burn bridges or sabotage;

—Help the new management company with the transition; and

—Move on – there is plenty of work for everyone!