Community Manager Triage When to Call and When Not To

“My refrigerator doesn’t keep the food cold.”

“The child in the apartment above me screams and bangs the walls.”

“Call the police. There’s a suspicious person walking through the community.”

The foregoing list of calls to managers of condominium buildings and residential communities could grow ad infinitum. Whatever the job description may say, many individual residents, officers, and directors seem to think their property manager is there to answer the phone at all hours to receive and deal personally with their individual requests, issues, and concerns—even when the manager lacks any power to resolve them.

“Some people feel that our responsibility is to handle anything that may be happening with their home and property,” says Joseph Gilbert, CAM, the president of GRS Management Associates, Inc. in Lake Worth. “They don’t understand what community association management is, that our job is only to manage the association itself.”

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