If we have a board of directors, why do we need a management company?

Your association employs a highly-qualified professional community manager and your board of directors thinks residents should know what your community manager has— and has not—been hired to do. The community manager has two primary responsibilities: to carry out policies set by your board and to manage your association's daily operations.

Some residents expect their community manager to perform certain tasks that just aren’t part of the job. When your manager doesn’t meet those expectations, residents naturally are unhappy. Since your board of directors wants your expectation to be consistent with the expectation of management as defined by their contract, here are a few clarifications to help you understand what your community manager does.

1. The manager is trained to deal with conflict, but he or she will not get involved in quarrels you might be having with your neighbor. However, if your association’s rules are being violated, the manager is the right person to call.

2. While the manager works closely with your association’s board, he or she is an advisor—not a member of the board. Also, the manager is not your advocate with or conduit to the board. If you have a concern, send a letter or e-mail to the board through the manager.

3. Although the manager works for the board, he or she is available to residents. That doesn’t mean the manager will drop everything to take your call. If you need to see the manager, call and make an appointment. If a matter is so urgent that you need an immediate response, call the association emergency number or 911. Management cannot stop crime in the community or issue any type of citations for violation of community rules or local laws.

4. The manager is always happy to answer questions, but he or she is not the information officer. For routine inquiries, like the date of the next meeting, please read the newsletter or agenda for the meeting. State law requires meeting notice be mailed not less than 10 days before the board meeting.

5. The manager is responsible for monitoring contractors’ performance, but not supervising them. Contractors are responsible for supervising their own personnel. If you have a problem with a contractor, notify the manager, who will forward your concerns to your board. The board will decide how to proceed under the terms of the contract.

6. The manager inspects the community regularly, but even an experienced manager won’t catch everything. Management is only contracted to be onsite a once or twice monthly. Homeowners are the eyes and ears for management on property. Your help is essential. If you know about a potential maintenance issue, report it to the manager.

7. The manager does not set policy. If you disagree with a policy or rule, you’ll get better results sending a letter or e-mail to the board than arguing with the manager.

8. The manager has a broad range of expertise, but he or she is not a consultant to the residents. Neither is he or she an engineer, architect, attorney or accountant. The manager may offer opinions, but don’t expect technical advice in areas where he or she is not qualified.

9. Although the manager is a great resource to the association, he or she is not available 24 hours a day—except for emergencies. Your vehicle being tagged for a parking violation, your neighbors having a loud party, or your neighbor not picking up after their pet for the 10th time this week time may be an emergencies to you, but these aren’t association emergencies. An association emergency is defined as a threat to life or property.

If you have any other questions about the role of management in your community association, please attend your community’s next board meeting.

"I am so pleased that my community is working with a management company that is knowledgeable, competent, and capable of following through. I am a bit in awe of the care demonstrated to me: phone calls and e-mails returned, resolution brought about by the staff doing what they said they would, even when the situation became difficult. Pinnacle is a management company a cut above the rest! I cannot express enough gratitude for the difference Pinnacle is making to my community."

– Michele Kamleiter
Emerald Gardens Owners Association Homeowner
Pinnacle Community Association Management, Inc., Property Management, Las Vegas, NV