If you're serving on your homeowner’s association (HOA) or condominium board, you’re probably working with a community management company and manager or will soon. But what exactly do they do? Are they part-time magicians? Rule-makers? On-call therapists for neighborly disputes?
Let’s clear the air.
Community managers (CMs) play a crucial role in keeping your community running smoothly, but there's often confusion about what they are (and aren’t) responsible for. Community managers do so much more than manage properties, provide administrative support, or resolve complaints. Here’s a straightforward look at their roles, responsibilities, and—just as importantly—their limitations.
So, Who Is the Community Manager?
Your board hires a community management company to oversee the day-to-day operations of your association. The community manager is the designated professional responsible for working directly with your community, in partnership with a team of service professionals from the management company. Think of them as the hands and feet of the board; the Community Manager implements your decisions and keeps the engine running.
What Are the Community Manager’s Responsibilities?
Community managers wear a lot of hats, but they don’t wear the crown, meaning they don’t make final decisions. Their duties are defined in the management services contract between your HOA and the management company, and those duties often include:
- Carrying out directives from the board (not creating them)
- Advising the board with guidance on everything from budgeting to vendor selection
- Coordinating annual budget preparation for board approval and keeping the financial engine humming by administering day-to-day income and expenses
- Delivering financial reports so you can make informed decisions.
- Assist with sourcing and overseeing service providers, from landscapers to lifeguards, attorneys, engineers, and more
- Carrying out enforcement of the association’s policies, as authorized by the board
- Attending meetings and helping keep everything on track
Essentially, they help guide the board and execute board policies.
Common Misconceptions and Real Limitations
Despite their broad responsibilities, community managers aren’t all-powerful. Here are a few common misunderstandings that deserve a quick myth-busting:
Myth 1: “The manager makes the rules.”
Nope. The board does so based on applicable laws and the community’s governing documents, rules, regulations, and policies. The CM just helps enforce what’s already on the books.
Myth 2: “They’re available 24/7.”
Community managers support the board in managing the association’s business affairs, working alongside other service professionals. Partnerships are most successful when common sense and courtesy are observed. The management company provides resources for emergency response.
Myth 3: “They only manage our community.”
Managers are frequently assigned a portfolio of associations, which keeps costs down and allows communities to select the level of support they wish to receive. Think of this as a time-share, where the manager’s time and talents are shared with other boards and communities, and the manager works diligently on behalf of each.
Myth 4: “They’re not getting the job done.”
If a resident is upset about a leaky window or grass that has not been cut in weeks, most often it’s not because the community manager is sleeping on the job. Association documents dictate repair responsibility, budget restrictions may limit what can be done, and boards carrying out due diligence to obtain quotes may be some reasons for the delay.
Myth 5: “They can solve neighbor disputes.”
Unless someone is breaking the rules, the community manager can’t legally intervene. So, if it’s about Ms. Nosy looking out her window every five minutes, that’s a cue for the board to encourage neighbors to get to know one another, building trust and a sense of community.
Wrapping It Up
Community managers are crucial partners for your HOA board. They provide operational expertise, vendor coordination, policy enforcement, and homeowner communication—all while staying in their lane when it comes to decision-making and rule-setting.
The next time you wonder, “What does our management fee pay for?”—remember, your manager is likely juggling multiple hats, working behind the scenes to carry out the board’s directives, and maybe even trying to finish their first cup of coffee.
About Community Association Management Services
In business since 1991, CAMS has grown to become North and South Carolina’s premier community management company. With experienced local managers in each of its nine regions, CAMS provides innovative solutions to the community associations it serves. To learn more, visit www.camsmgt.com/choose-cams.
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