MANAGER MUSINGS: LIFECYCLE OF A WORK ORDER

August 2, 2012    Jennifer Norton, CCAM, CMCA    Manager Musings

From calling your Community Manager to determining who foots the vendor bill.

We all know that something might break or need immediate attention in your community. How do you know it’s HOA or Homeowner related? We break it down for you by showing all the steps that are taken to start and finish a work order.

 

It Starts with a Call to Your Community Manager

When a homeowner calls in with a potential problem, your Community Manager or their Associate Manager will patiently listen to the issue at hand and first determine if it’s an HOA responsibility. This question is answered through the governing documents such as the CC&Rs or the Rules and Regulations and most often, the maintenance matrix that is created by an Attorney for easy reference. All homeowners should have a copy of this in the governing documents to help assist with your inquiry.

Please know if you are ever in doubt, Crummack Huseby is more than happy to help walk you through the process to determine who should handle the repair.

 

A Work Order Must Include These Things

All work orders are required to include a reference number, the contact information for the resident needing work completed, a description of the stated concern and possible direction or dollar amount to make the repair.

 

A Vendor Gets Notified of the Work Order

If the HOA needs to dispatch a vendor, the work order is generated in our computer system where it is then emailed to the appropriate vendor to handle. Typically, if it is an emergency, vendors have their crews dispatched to tend to the situation right away. If the work order can be completed on a typical service day, they will not have a separate crew sent out - so the Association does not incur an extra trip charge.

 

The Work Order is Fulfilled and Completed

Once the work is completed, the vendor advises your Community Manager or Assistant Manager and the work order is closed in our system. The work order report is pulled once a month so we can follow-up with anything outstanding.

 

Typical Work Order Requests

The most common are irrigation leaks, plant material that is not faring well, common area damage, lighting that is out, parking enforcement or facility and amenity concerns.

We occasionally receive requests for repairs on the interior of the home. Please note that more often than not, these requests are not HOA maintained areas.

 

What If Have a Emergency After-hours?

Due to the nature of our business, we technically can’t ever “close” in case a community has an emergency. If there is a property threatening emergency such as an irrigation issue, a fallen tree, or equipment failure at the pool, please call 949-367-9430 and select #3.

The Crummack Huseby Managers are on a weekly rotation where we have an emergency phone, (or the bat-phone as I call it) to take the call from our emergency service dispatchers. We also have a back-up manager in case the primary on-call manager is unable to take the call, and we have a back-up for the back-up to make sure our communities are covered. The emergency service will be able to determine if the call needs to be patched through using parameters we have set for them.

Note that any issues involving your account or issues that do not have an urgent property threatening nature, will be forwarded to the manager to handle the next business day.

 

When in Doubt, We’re Here to Help

Please always call us to if you have any questions about starting a work order or to determine if it’s through your HOA or a Homeowner responsibility. If you ever have an emergency building or vendor need, we are here to help. Although you will have to excuse the sleepy voice on the other end, should your call come in late at night.

 

 


MANAGER MUSINGS written by Jennifer Norton, CCAM, CMCA, a Senior Community Manager at Crummack Huseby. She has been a community manager for almost eight years with experience in new community development, existing Associations and community relations management. Our goal is being insightful, in person and invaluable to our homeowners and to partner with them for the betterment of their community. If you'd like to see your question answered in MANAGER MUSINGS, please email jennifer@ch-pm.com.

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