Senior Community Director

Senior Community Director Mission Statement

The Associa Hawaii Senior Community Director understands that our guiding vision and mission statement. The Senior Director will provide operational oversight and individual support to the Community Managers (CAM’s) with the assistance from the Assistant Director(s) and build a rapport with the clients and communities that they are supporting. The Senior Director will be a solid and unwavering champion and advocate for their team members and for Associa.

Core Senior Community Director Knowledge and Skill requirements

An Associa Hawaii Senior Community Director will have the following knowledge and skills.

• A deep understanding of the Associa Pillars and Values and a role-model level execution of these values daily in the workplace.
• Proficient in Associa applications including but not limited to C3, Branch Access, Strongroom, TownSq, Citrix (add any CMI specific systems if needed) and possess the ability to navigate through different departments who utilize these applications.
• An understanding of the professional relationship between Associa Hawaii, our clients (Board Members), our customers, our internal departments and our team members. Relationship building is a fundamental skill requirement of the Senior Community Director position.
• A detailed and thorough understanding of the financial reporting tools we are providing to our clients, and the ability to clearly explain any variances or answer any client or CAM questions.
• A comprehensive knowledge of the Associa Hawaii reporting and tracking tools and forms.
• A broad and detailed knowledge of all Associa Integrated Services, and how they can be useful to our clients and team members.
• An understanding of the Client Pulse Report (CPR) reporting system formally referred to as the Client Confidence Touchpoint Report (CCTR).
• An active role in Business Development, working with the Marketing and Sales department to provide leads where and if possible.
• An active role in transitions of properties to ensure the CAM understand and complete their respective tasks.
• CMCA within 6 months of starting in the position.

Senior Community Director Deliverable Checklist

The following items should be provided on a scheduled and consistent basis. The Senior Community Director is responsible for ensuring on-time delivery of their own deliverables as well as their respective team members’ deliverable. The use of consistent and standardized forms and reporting throughout their team/POD is critical. Associa Hawaii provides these standards.

• Team meetings. Senior Directors will hold regular (at least once a monthly) team meetings to discuss team performance, provide feedback, create an open and honest environment for feedback, and provide educational and training opportunities.
• Provide a safe environment for feedback, and educational and training opportunities.
• Board meeting attendance. Senior Directors will be expected to attend at least one Board meeting per year for each of the communities managed by your team/POD.
• Follow-up and spot communication with Board Presidents and key Board members. Regular “how are we doing” calls help backup the CAM’s and ensure our standards are being me. Boards want to be valued and the Senior Director will provide key support in this area to strengthen Board-Associa relationships.
• Senior Directors will ensure their respective teams are providing their Boards with key-component monthly deliverables:
  • Monthly (preferably more regular) Action list updates
  • Monthly Board Packets and Managers’ reports
  • Board Meeting agendas at least 5 days before meeting.
  • Board Meeting follow-up no later than 72 hrs. after meeting. Including meeting minutes, if applicable.
• Monthly Financial Statement delivery and follow up. The Senior Director will ensure their team members are delivering monthly financials on time and with accuracy and shall enlist the Assistant Director to achieve such goal. Senior Directors with the assistance from Assistant Director, shall assist team members where needed and help follow up with Boards where financial challenges exist (e.g. large variances or budget misses).
• Senior Directors shall ensure their team members are up to date with Strongroom approval and shall enlist the Assistant Director to assist in this area.
• Annual Budgets. Senior Directors will work with each team member to ensure that annual budgets are prepared and delivered in a timely and accurate manner.
• Disciplinary Process and escalation. The Senior Director will be responsible for direct oversight of their team members. All concerns in individual team member’s performance shall be reported to the VP of Operations, Management Services. Any disciplinary actions shall be discussed with both VP of Operations, Management Services and Human Resources and if necessary, Branch President. All disciplinary action must be documented in writing and saved in employee file.
• Vacation and back-filling. Where necessary, Senior Directors will assist in coverage of team members’ vacations and any open positions created by growth or vacancies.

The Senior Community Director and the Performance Planning & Review (PPR) Process

One of the most important roles of the Senior Community Director is to ensure that their team and other team/POD members are supported in their own individual growth and development. This is the best way to maintain employee morale and ensure we retain our team members and keep them engaged. To support this development, the Senior Director will be responsible for working with each team member one-on-one to develop individual goals and provide ongoing support using the Associa PPR process. It is critical to the Senior Director’s success, and that of their team members, that this process is viewed as collaborative and developmental, and not as a “form-filling exercise”. Senior Directors will receive high levels of ongoing support and training from VP of Ops throughout the PPR process.

Through regular meetings (at least every two weeks) The Senior Community Director should use the PPR process to help their team members’ develop skills in at least the following four areas:

• Customer Service: Ensures customer satisfaction, both external and internal, by responding to needs and requests for services in a timely manner.
• Manages Work: Prioritizes and completes work accurately and timely.
• Financial Acumen: Demonstrates accounting knowledge and a pro-active review of community financials; communicates the results effectively.
• Integrated Services Growth: Proactively identifies opportunities to drive growth, increased profitability and need-based solutions to communities.

How will the Senior Community Director be supported at Associa Hawaii?

Because the Senior Community Director will be relied upon to support his/her team (POD), it is equally important that the Director receives the support they need. As a Senior Community Director you will have direct one-on-one support from the VP of Operations, Management Services. You will receive regular coaching and mentoring sessions to improve and develop your leadership skills. You will receive the tools and training necessary to develop and grow within Associa and in the industry as a Community Association Professional. Working with the VP of Operations, Management Services, you shall receive a personalized action plan for development.