Located in Roseville, California, this single-family community is comprised of custom-built homes and includes a staffed gated entrance. The association features a golf course and large, attractive lake. Associa Northern California has managed the community since 2013.
With 589 homes, this large community requires an involved board of directors supported by proper management and staffing. The community faced two challenges: understaffing and a misaligned board. The board and management team could not agree on how to address the staffing shortage and management changes. Therefore, it was difficult for the management team to effectively assist the board with customer calls and emails, architectural submittals, violation enforcement, vendor contract management, and special projects.
Associa Northern California’s executives worked closely with its management team to track the service issues. A vice president of the management company attended the community’s monthly executive sessions to meet with the board, relay the concerns, and provide solutions. The management team not only gathered information needed to validate its position, but also committed additional resources, on its own behalf, to show the board how the right staffing would elevate its level of service. The board—and community members—immediately saw a difference. Agreeing that a portfolio management model didn’t properly satisfy the needs of the association and realizing why the community needed greater support, the board approved an onsite general manager and onsite administrative assistant. Today, the board values a higher level of service.