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2013 Vision Awards — Excellence in Service Award Nominees
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Excellence in Service Nominees

Nominee Number

D1

Describe the accomplishment(s) related to the award category and include the activities that lead up to the accomplishment(s). Please include the actual and measurable results achieved.

Last spring, residents of two side-by-side common-interest townhome communities knew they had a problem when an isolated hail storm beat holes in their siding and knocked shingles off their roofs. What they didn’t know was that they had a tireless advocate on their side in Nominee, their Company Association Manager. Through more than six months of challenging negotiations with the insurance company, Nominee maintained a professional persistence that paid off for these 200+ homeowners, who all now have new roofs and replaced siding as part of an insurance settlement that Nominee smoothly navigated through rough waters. Nominee understood that getting their community back in tip-top shape after the storm damage was critically important to the homeowners. From the start, she was clear with the insurance company about her expectations on behalf of her clients. At the same time, she kept open and ongoing communications with the homeowners, so they understood each step (and delay) in the process. Nominee took the time to really understand a very complex situation. She actively participated in all meetings with the adjusters and stayed in contact with the contractors and workers who would be doing the repairs — even though she was not contractually obligated to do so, nor did she receive any additional compensation for the extra hours she invested in making sure the job got done right.And she did this all with a cheerful smile, embracing the opportunity to learn something new.

What were the measurable benefits from this accomplishment? Please include any recognition the nominee received from a board, homeowners, and developers, if applicable.

Company received the following email from the president of the board involved in the insurance claim detailed above:“Nominee has been dogged in her pursuit of settlement for our association. While some of this has been a learning experience for her as well, she has strived to keep us apprised of current situations and also provide explanations of the terms and situations, including the insurance aspect, the tools they use (such as Eagle View) and the legal process. She brought in a knowledgeable resource to be our adjuster, and also invited him to our Board meeting to keep the information flowing.“She has been responsive to our questions and has been proactive in looking at the broadest possible aspects around this claim. An example of that is using the opportunity to replace exterior lights during the siding replacement (hopefully!) to avoid pulling separate permits. I have been on the board since the association first took over from the builder. We have had four managers that I can recall, and as Nominee has gained experience, I would now rank her as one of the best to date.”

Was there anything about the accomplishment(s) that exceeded the normal course of everyday responsibilities/services?

Nominee’s ability to handle high-pressure situations in an ever-pleasant, client-focused manner is impressive. It’s even more remarkable when one considers that she has one of the more robust portfolios at Company, with nine associations representing more than 1,000 homeowners. At the time Nominee was calmly but firmly leading the insurance claim detailed above, she had just added two new associations to her client roster. Not only was she successfully managing one of the most complex and difficult insurance claims a Company client has encountered, she was also learning the rules, regulations and personalities of her new clients. Nominee managed to successfully earn the respect and goodwill of her new clients, while at the same time advocating diligently and with determination for her existing clients — and no one ever saw a hint of the pressures she faced. Pleasant and professional, Nominee approaches her work with a high degree of integrity and a strong work ethic. She’s just as committed to getting the job done right for her long-term client as she is determined to do the very best for the newest client in her portfolio. Truly, the nine associations in her portfolio are fortunate to have Nominee in their corner.

Why does this individual or company deserve recognition? Please include any additional considerations.

Being a property manager often means that complaints far outweigh the compliments. I’m thrilled to have this opportunity to submit for recognition someone so deserving as Nominee. This impressive young woman exceeds the responsibilities expected of her, and demonstrates time and again her personal passion for excellence in delivering client service and developing client relationships. Her willingness to continually grow and mature in this industry are to be commended. She’s a thoughtful, diligent team member who is highly regarded and respected by her peers. She sets the bar exceptionally high for Excellence in Service, and I believe she would serve as an inspiration to others in the industry by being awarded a CAI-MN Vision Award.

Complete Judging Form for this Nominee

Nominee Number

D2

Describe the accomplishment(s) related to the award category and include the activities that lead up to the accomplishment(s). Please include the actual and measurable results achieved.

Nominee, CMCA is an Association Manager who has excelled in service to her clients through actions of commitment, devoted service, and interaction with industry professionals. These attributes of Nominee were demonstrated during her management of a townhome Association dealing iwth failing shingles due to a CertainTeed roofing claim and with the challenge to secure funding for roof replacement for the entire development.

What were the measurable benefits from this accomplishment? Please include any recognition the nominee received from a board, homeowners, and developers, if applicable.

Nominee showed commitment to the Board and homeowners through the duration of this process. The Board President recognizes, "Nominee has worked tirelessly setting up meetings, obtaining consultant input, coordinating bids, rebids, and setting up more meetings, arranging financing, seeking legal interpretation of our documents, and dealing with challenging board members." Even with the additional tasks this issue created, Nominee continues to provide devoted service to her clients. "She does all of this while maintaining the routine but critical functions...{of the Association}." Lastly, Nominee obtains these "above-expectations" of commitment and service to resolve her clients issue timely and effectively through her positive interaction with industry professionals such as loan officers, roofing consultants, and contractors.

Was there anything about the accomplishment(s) that exceeded the normal course of everyday responsibilities/services?

 

Why does this individual or company deserve recognition? Please include any additional considerations.

Nominee deserves this award because she took on her clients roofing and funding issues without wavering. She guided the Board to decide on a roofing contractor, the approval of a loan and the passing of a special assessment. Nominee accomplished a successful resolution to ensure that the integrity of the Association's buildings and property values were preserved.

Complete Judging Form for this Nominee

Nominee Number

D3

Describe the accomplishment(s) related to the award category and include the activities that lead up to the accomplishment(s). Please include the actual and measurable results achieved.

Nominee is a dedicated Association Manager who oversees the smooth operation of several of Company’s high profile condominium high rises and an urban townhome association all in downtown Minneapolis. The consistent praise and thanks she receives from Board Members and homeowners is a testimony to her dedication to the efficiency and well-being of the communities she manages. From negotiating full-building repairs to consistently obtaining quorum at annual meetings, Nominee demonstrates her attention to both the big picture and critical details that make a difference in community association living.

What were the measurable benefits from this accomplishment? Please include any recognition the nominee received from a board, homeowners, and developers, if applicable.

She successfully transitioned an association from developer control to homeowner control (extreme financial hardship under developer control). The measurable benefit from this accomplishment can be seen in that the association’s finances grew strong enough to contribute an additional $100K from operating surplus to reserves. The outcome was a fitness center renovation project which the homeowners identified as being the key amenity in need of an upgrade in order to better market the building and unit sales. In one of the high rises Nominee manages, she negotiated a full-building repair of each fan coil unit. Even though the mechanical systems were past warranty, she got the contractor to agree to repair every one at no cost to the association. This is a savings of about $50K which would otherwise have been an unanticipated capital expenditure, and shorted their reserve funds. Nominee was instrumental in driving negotiations with a contractor for a new pool deck at minimal cost after five years of continued failure of the existing floor. The contractor agreed to extend the warranty by five years, gave full rebate of seal, in addition to a discount to install a new flooring system for $3K. Nominee’s ability to successfully negotiate with the contractor resulted in a favorable outcome for the association on two levels: cost savings totaling $20K, and a brand new flooring and drain system. Nominee helped an association manage their expenses so as not to have an increase in dues for four years running. Nominee successfully completed a full replacement of all domestic water shut off valves in 144 units in 20 business days. She negotiated with the contractor to commit 5-6 technicians each day to complete one riser per day to minimize disruption. The successful outcome of this initiative
meant a minimization of water leaks, which was costing an average $10K in damage per leak, not to mention inconveniencing homeowners who required repairs.

Was there anything about the accomplishment(s) that exceeded the normal course of everyday responsibilities/services?

Nominee has a very high standard of customer service, which is demonstrated in the response, follow-up and completion time of requests from Board Members and homeowners. See comments from homeowners below: “I want you to know how appreciative I was of your willingness to listen to me, show understanding for my views and, finally, give reconsideration to (the) issue. I am grateful for the professional way in which you handled this and the manner in which you conducted yourself during our telephone conversation. Thanks once again for being a heroine to me as a Clint Eastwood famously would say, you “made my day.”” –Homeowner, Minneapolis Condominium;“Our property manager does a great job managing our on-site maintenance engineer as well as handling resident requests and complaints quickly and with tact. Our property manager also has reduced the work load of board members by drafting board meeting minutes, handling official board memos to residents and managing capital project bidding processes for painting, windows and other association projects.”-Board Treasurer, Minneapolis Condominium; “Thanks, Nominee! I'm so impressed with how attentive you are to our needs and concerns!!” – Homeowner, Minneapolis Condominium

Why does this individual or company deserve recognition? Please include any additional considerations.

Nominee is an effective manager of resources and staff, and she works to hold efficient, productive board meetings. She manages 55 on-site staff members and ensures that each of her properties are equipped to maintain functionality, and a high standard of both interior and exterior appearance. She holds board meetings that are on topic, on time, and results-driven. Nominee successfully obtained quorum for 18 consecutive annual meetings without having to delay the start of the meetings. Nominee’s managerial skills, attention to efficient, timely problem solving, proactive thinking, and quick response time to the needs of homeowners and Board Members have been demonstrated time and time again throughout her career as an Association Manager. With this track record and ongoing dedication Nominee is a strong candidate for the Excellence in Service Award.

Complete Judging Form for this Nominee

Nominee Number

D4

Describe the accomplishment(s) related to the award category and include the activities that lead up to the accomplishment(s). Please include the actual and measurable results achieved.

Nominee is a portfolio manager of a Master Association with 8 Sub-Associations. The Master Association has transitioned from Declarant control to Homeowner and she played an integral part, bridging the communication between the Declarant, Homeowner Board and Homeowner Members. Nominee's past experience in working in the Buidler/Developer industry has been a benefit, her knowledge and understanding has aided her in leading, guiding and advising the Master and Sub Boards through this transition. The Master Association continues to grow as homes and Sub-Associations are being annexed in. She has bridged the communication with the Board, Builders and the City, keeping everyone on the same page and level of understanding and expectations. All the while managing this portfolio with excellence, meeting everyones needs.

What were the measurable benefits from this accomplishment? Please include any recognition the nominee received from a board, homeowners, and developers, if applicable.

Our job as manager is to guide and advise and work at the direction of the Board. Nominee far exceeds this and the result being the sense of community the Master Association has along with Sub's; all working together to meet the needs of their members.

Was there anything about the accomplishment(s) that exceeded the normal course of everyday responsibilities/services?

Nominee is very involved with the city the Association is located. This relationship has benefited the growth of this Association. Her knowledge and understanding has helped the Master Board understand what role they have in working with Builders building within the community.

Why does this individual or company deserve recognition? Please include any additional considerations.

As we all know in this industry, compliments and kudos are few and far between. She is awesome! Whenever she recieves a compliment she prefers it not be shared, as she does not like to "toot her own horn". She goes above and beyond servicing her clients and deserves to recognized for all of her hard work and accomplishments.

Complete Judging Form for this Nominee

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