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A resource for New England condominium associations seeking professional
management services.
2 0 1 9 / 2 0 2 0
G U I D E T O
ManagementServices
W W W. C A I N E . O R G
800.639.7309 • greatnorth.netOffices in Mass: Boston • Peabody • Foxboro • Newton • Worcester
Offices in NH: Exeter • Bretton Woods • Lebanon • MerrimackWells, Maine & Warwick, Rhode Island
With conveniently located offices throughout Maine, NH, Mass, and RI, you'll
benefit from our:
• Innovia Cooperative Membershipwith numerous saving opportunities • Locally based senior management
• Large in-house maintenancedivision at your disposal
• CAI and IREM Membership• State of the art systems• Highly trained people
• Flawless accounting• Timely reporting
• Low turnover
We are Great North Property Management— a family owned New England based company serving neighbors and friends in over
350 Condominium and HOA’s across the region.
When you need the best why settle for the rest? Contact us for a complimentary consultation, today.
We Are the People!
Tracey Madden & Bob Linney
GUIDE TO MANAGEMENT SERVICES // 2019/2020 1
WORKING WITH PROFESSIONAL ASSOCIATION MANAGERSA Guide for Condominium Association Boards
This guide is designed to help boards seeking professional association management services. There are a variety of reasons a board might be
shopping for a manager. Owners assum-ing control of a newly created community association may decide that they need professional management; self-managed associations may make the same decision. And while we aren’t encouraging boards to replace their current manager, some may decide to do so. This guide doesn’t cover all aspects of the manager-selection process, but we hope the general advice it provides will help board members find the manager best able to meet their community’s needs.
2
6
2THE MANAGEMENT RELATIONSHIP
Details are Important
[by Nena Groskind]
6Industry PerspectiveIDENTIFYING IMPORTANT MANAGER SKILLS
8Management Services Directory
CONTENTSGUIDE TO Management Services
2 0 1 9 / 2 0 2 0
2 2019/2020 // GUIDE TO MANAGEMENT COMPANY SERVICES
THE MANAGEMENT RELATIONSHIPDetails are Important[by Nena Groskind]
PROCEED CAREFULLY.This applies to associations seeking a manager for the
first time, but it is aimed particularly at those replacing an existing manager. Be-fore taking that step, you should consider whether replacement is necessary. You don’t want to continue a management relationship that isn’t working, but there are costs involved in replacing a man-ager, beginning with the time and e�ort required to find another one. There will also be a learning curve required for a new manager to learn your association’s operations and the personalities of board members and unit owners.
Also, whatever its faults, or perceived faults, your existing company has ac-quired some institutional knowledge that a new company won’t have, at least, not right away. The longer the relationship, the more valuable that knowledge is, and the more your association will feel its loss. This doesn’t mean tenure is more important than service quality, but it does mean you should avoid a “rush to judgment.” If you decide that replace-ment is necessary, make sure you under-stand why the existing relationship didn’t work; otherwise you risk repeating the same problems with the new company.
DEFINE THE MANAGER’S DUTIES. This seems obvious, but
some boards set out to find a manager without a clear idea of what they want
Finding the “right” manager requires a thoughtful, organized selection process that considers the experience, skills, personality and management style required to create a “good match” for the community. The approach we outline here reflects the cumulative advice industry experts have o�ered in a variety of Condo Media articles over the years.
the manager to do. You should answer this question before beginning your search, and you should outline the re-quirements you identify in a request for proposals (RFP) you use to solicit bids from potential candidates. Boards need to be clear about what they want, and managers need to be equally clear about what they are able and willing to do for the community.
FIND A GOOD MATCH.Most experienced professional managers,
and most reputable management companies will be able to provide the services you want; the board’s challenge will be fi nding a company or a manager that is a good match for the community. Key considerations include:
● The community’s location and physical structure. You want a manager who has experience working with a community like yours. The manager of a townhouse spread over 200 acres in the suburbs needs to know a lot more about grounds maintenance and landscaping and a lot less about facilities management than the downtown high-rise with three elevators and a complex HVAC system. An over-55
If you decide that
replacement is necessary,
make sure you understand
why the existing relationship
didn’t work; otherwise
you risk repeating the
same problems with the
new company.
GUIDE TO MANAGEMENT COMPANY SERVICES // 2019/2020 3
Community Association Management CredentialsA COMMUNITY ASSOCIATION operates as a government, a community, and a business, making it a truly specialized type of organization. Leading America’s more than 349,000 community associations are 2.5 million volunteers—homeown-ers who dedicate their free time to serve on boards and committees.
As a board member, trustee or volunteer leader working with your association, you have fi duciary responsibilities which compel you to make decisionsthat can have profound fi nancial and social impact on you and your neighbors. Receiving professional and accurate advice or guidance on issues such as reserves, maintenance, insurance, budgets, governance, contracts, the law, and rules can make the difference between prosperity and distress.
To help ensure that you have the expert guidance you need to man-age your community’s assets most effectively, look for professionals with the designations and certifi cations from Community Associations Institute (CAI) and Community Association Manager – International Certifi cation Board (CAM-ICB).
Credentials help ensure that managers have the knowledge, experience, and integrity to provide the best possible service to your association. Manag-ers that hold a CAI designation or CAM-ICB certifi cation, have made a sub-stantial commitment and investment in their education and career, and your community’s welfare.
How to find a Credentialed Professional● Visit the Directory of Credentialed Professionals at www.caionline.org
or www.camicb.org to search for credentialed managers in your area.● Call CAI at (888) 224-4321 (M–F, 9–6:00 ET) and ask our customer
care specialists to assist you in a search.● During the hiring process, ask candidates if they hold a
professional credential.● Look for the credential letters (CMCA, AMS, PCAM) behind
the names of professional managers.● Look for an AAMC when selecting a management company.
Download a FREE copy of Your Community Deserves the Best Professionals brochure at www.caine.org
Credentials forCommunity Association Managers
CERTIFIED MANAGER OF COMMUNITY ASSOCIATIONS (CMCA)The CMCA certifi cation provides standards for association management and is the only worldwide certifi cation program designed exclusively for community association managers.
ASSOCIATION MANAGEMENT SPECIALIST (AMS)The AMS designation recognizes ongoing professional developmentand industry expertise for community managers.
PROFESSIONAL COMMUNITY ASSOCIATION MANAGER (PCAM)The PCAM designation is the highest professional recognition available worldwide to those who specialize in community association management.
4 2019/2020 // GUIDE TO MANAGEMENT SERVICES
The Management Relationship
community will likely have di�erent management needs and require a di�erent management style than a community composed largely of first-time owners and young families. A vacation-home community can’t be managed like a community in which residents live full-time.
● The age and stage of the commu-nity. An older property will want a manager with experience overseeing major renovations and repairs; for a new development, experience man-aging the transition to owner control and other start-up issues will be more important.
● The composition of the board. A board that is inclined to micro-manage will not do well with manag-ers who resist micro-management. A key question for the board: Do you want a manager who takes orders or do you want one who provides guid-ance and leadership?
THE MANAGEMENT FEE IS IMPORTANT—BUT NOT ALL-
IMPORTANT. You get what you pay for and, equally important, you don’t get what you don’t pay for. If one company quotes a significantly lower fee than another, you want to know why. Are the two companies providing the same services? Are they providing the same quality of service (a di�erent question entirely)? Do they have comparable
The key question is not whether a company is big or small, but whether its size and structure match your association’s needs. A company’s reputation, experience, philosophy and management style, far more than its size, should guide your selection.
A CONTRACT IS ESSENTIAL. Most disputes between
managers and boards result from uncertainty about what the board expects and what the manager has agreed to do. The contract should leave no room for those questions. It should state clearly, with as much detail as possible, the services the company will provide and how it will be compensated for them. Association attorneys suggest attaching the RFP the company submitted during the bidding process. They also suggest including a termination clause specifying the conditions under which a contract can be terminated if things don’t work out.
NENA GROSKIND IS PRESIDENT
OF ECONTENTPLUS, PROVIDING
EDITORIAL CONTENT FOR
WEBSITES, PRINT AND ELECTRONIC
NEWSLETTERS AND MAGAZINES.
sta�ng and back-o�ce support? Will the managers spend the same amount of time focusing on your property?
A company whose portfolio managers are responsible for 10 properties will have less time for you—and probably charge less—than the company whose managers handle fewer properties.
Do the managers have comparable experience? A less experienced manager may charge less, but you won’t see much of a savings if your legal and accounting bills skyrocket because the manager calls the association attorney and accountant repeatedly for assistance handling routine matters a more experienced company may be able to handle on its own. The more experienced manager may be able to recommend cost-saving strategies and solutions that will more than o�-set the higher management fee. You don’t want to pay for services and expertise you don’t need, but you want to be sure that the management company you select is able to provide the services and the service quality that you expect.
SIZE ISN’T THE DETERMINING ISSUE. Large companies and
small ones have potential advantages that may be more or less important to di�erent communities. Larger companies with multiple association clients may be able to use their leverage to negotiate better deals with outside vendors, while small companies may o�er more personalized service.
A less experienced manager may charge less, but you
won’t see much of a savings if your legal and accounting
bills skyrocket because the manager calls the association
attorney and accountant repeatedly for assistance
handling routine matters a more experienced company
may be able to handle on its own.
GUIDE TO MANAGEMENT COMPANY SERVICES // 2019/2020 5
l HOW MUCH TIME WILL THE MANAGER ASSIGNED TO YOUR PROPERTY SPEND IN YOUR
COMMUNITY? This is a critical question for a portfolio manager responsible for multiple properties, because it will determine how much (or how little) personal attention you should reasonably expect.
l WHAT SERVICES ARE INCLUDED IN THE BASE FEE AND WHAT SERVICES ARE CONSIDERED “NON-
RECURRING” OR “NON-ROUTINE,” FOR WHICH THE ASSOCIATION WILL BE BILLED SEPARATELY? Examples of non-routine services would include oversight of a major construction project and litigation management. You want to know how much a manager will charge for work outside the scope of the manager’s defined duties.
l WHAT EXPERIENCE DO THE MANAGERS HAVE? WHAT TRAINING HAVE THEY HAD AND WHAT
CONTINUING TRAINING DO THEY RECEIVE? WHAT PROFESSIONAL DESIGNATIONS HAVE THEY EARNED? You want to be sure the manager or management company you select has the experience and skills necessary to do what the contract requires. While professional designations don’t necessarily reflect a manager’s skills or expertise, they do indicate a level of professional commitment that you want a manager or a management company to have.
l WHAT IS THEIR POLICY ON RESPONDING TO EMAILS AND PHONE MESSAGES? It isn’t
reasonable to expect instant replies, but you want a manager for whom communication—with board members and owners—is a priority.
l WHAT BACK-OFFICE ADMINISTRATIVE SUPPORT DOES THE MANAGER HAVE? The larger your
community, the more important this will be.
l WHAT VENDORS DOES THE MANAGER OR MANAGEMENT COMPANY USE? You want a
manager who has a long list of trusted vendors who will respond quickly to requests for service.
INTERVIEWING PROSPECTIVE MANAGERSThe information managers and management companies submit in response to your requests for proposals (RFPs) will describe the services they will provide and the compensation they will receive for their work. The interview pro-cess should drill down below the surface of the RFPs to explore not only what prospective managers will do, but how they will do it. We’ve identified some of the questions that will elicit the detail and depth you need from the managers and management company representatives you interview.
l HOW WILL THE MANAGER HANDLE A SPECIFIC PROBLEM OR ISSUE THE ASSOCIATION IS CUR-
RENTLY CONFRONTING OR HAS CONFRONTED IN THE PAST? This will give you a general sense of the management style and whether it is a good fit for your board and your community.
l HOW DOES THE MANAGER DEAL WITH DIS-PUTES—BETWEEN THE BOARD AND UNIT
OWNERS AND BETWEEN OWNERS? Unless your community is completely dispute-free (in which case, we’d like to live there, too) you want a manager who has the experience and skills to manage conflicts when they arise.
l WHAT STRENGTHS AND WEAKNESSES DOES THE MANAGER PERCEIVE IN YOUR COMMUNITY?
You are looking for honesty and insights, not flattery. You want to select a manager you can trust to tell you what you need to know, not what you want to hear.
6 2019/2020 // GUIDE TO MANAGEMENT SERVICES
PROFESSIONAL QUALITIESIdentifying Important Skills for Managers
● INSURANCE
GREGORY PIERCE, CPA, LIASENIOR VICE PRESIDENTNORTHSTAR INSURANCE SERVICES, INC.
“Communication skills.” Pierce doesn’t hesitate in offering that response.
“Many different people are involved in the operation of a community association,” he explains. “Board members, owners, attorneys, accountants, contractors and
vendors have ongoing relationships with the association. All have a role to play and the manager must be able to communicate effectively with all of them. Managers are like the quarterback on a football team,” Pierce continues. “They hold everything together, collecting information, organizing it, disseminating it, making sure everyone is on the same page and keeping them there.” Good communication makes everything operate smoothly, Pierce emphasizes. Without it, “you could have some serious fractures that create problems for the community.”
● ENGINEER
JACK CARR, P.E., RS, LEED-APSENIOR VICE PRESIDENTCRITERIUM ENGINEERS
The skills required for a manager will vary, Carr says, depending on what a condominium community needs. “The board defines the manager’s role,” he explains. “Some want a manager who carries out the board’s orders and coordinates services; others want a full range of comprehensive, financial and
administrative services.” On-site and portfolio managers also require di�erent skills, Carr suggests. The on-site manager is an integral part of the community. He or she “should know every owner and every dog by name.” For the portfolio man-ager, who must juggle the demands of multiple communities, “organizational skills” are paramount. But all managers must be able to educate board members, Carr emphasizes. “They have to provide the guidance boards need to ensure that they meet their fiduciary obligations to the community.”
Industry Perspective
“Association managers need the patience of a saint. They have to juggle the
unending demands from board members and owners, who think their issues
are most important and the only ones the manager needs to address.”
What qualities are most important in a community association manager?We assumed the industry professionals who interact with managers might have
di�erent perspectives—and we were right.
GUIDE TO MANAGEMENT SERVICES // 2019/2020 7
● FINANCIAL
ERIC FUDEMAN, CPABLOOM COHEN HAYES LLC
Managers don’t have to know everything, Fudeman says. But they have to know how to obtain the information board members need to make informed decisions. “Managers need to be able to ask questions. They don’t have to be experts on association finances, but they
have to be interested in understanding how the numbers work.” Managers also have to be su�ciently comfortable with financial details to recognize when something is amiss, Fudeman believes. They should review the budget regularly—“at least monthly, if not more frequently,” he suggests, so they can quickly identify anything that is “o budget.” When he performs a year-end financial review for a community, Fudeman says, he will always question any budget variances. “I like it when the manager anticipates the question and is able to answer it.”
● LEGAL
ELLEN SHAPIRO, ESQ., EBP, CCALPARTNER, GOODMAN, SHAPIRO & LOMBARDI, LLC
“Association managers need the patience of a saint,” Shapiro believes. “They have to juggle the unending demands from board members and owners, who think their issues are most important and the only ones the manager needs to address.” Managers also have to deal with a steady flow of information requests from
attorneys, lenders, and others, “who always need the information they are requesting immediately,” Shapiro adds. “And somehow, they have to balance all of that with the fact that they are human beings who have lives outside of their jobs. It’s amazing that they are able to survive at all.” Managers need a sense of humor “to keep all of this in perspective,” Shapiro says, “and they need a thick skin” so they don’t take criticism personally. They also have to be people who don’t need positive feedback to know they are doing a good job, she adds, because “managers rarely get thanks or any indication that board members or owners appreciate what they do.”
8 2019/2020 // GUIDE TO MANAGEMENT SERVICES
ManagementServicesDIRECTORYThis annual guide provides a starting point for association boards seeking professional management services.
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ACCREDITED ASSOCIATION MANAGEMENT COMPANY (AAMC) ● ● ●
PROFESSIONAL COMMUNITY ASSOCIATION MANAGER (PCAM) ● ● ● ● ● ● ● ● ●
ASSOCIATION MANAGEMENT SPECIALIST (AMS) ● ● ● ● ● ● ● ● ● ● ●
CERTIFIED MANAGER OF COMMUNITY ASSOCIATIONS (CMCA) ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
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GUIDE TO MANAGEMENT SERVICES // 2019/2020 9
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CAI MEMBER ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
CAI & CAM-ICB PROFESSIONAL CREDENTIALS
ACCREDITED ASSOCIATION MANAGEMENT COMPANY (AAMC) ● ●
PROFESSIONAL COMMUNITY ASSOCIATION MANAGER (PCAM) ● ● ● ● ●
ASSOCIATION MANAGEMENT SPECIALIST (AMS) ● ● ● ● ● ● ●
CERTIFIED MANAGER OF COMMUNITY ASSOCIATIONS (CMCA) ● ● ● ● ● ● ● ● ● ●
MANAGE IN THE FOLLOWING NEW ENGLAND STATES
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MAINE
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NEW HAMPSHIRE ● ● ● ● ●
RHODE ISLAND ● ● ● ● ●
VERMONT ● ●
COMMUNICATIONS/TRAINING
NEWSLETTER PUBLICATION ● ● ● ● ● ● ● ● ●
CLIENT EDUCATION ● ● ● ● ● ● ● ● ● ● ● ● ●
ASSOCIATION SHORT/LONG TERM PLANNING ● ● ● ● ● ● ● ● ● ● ● ● ●
FINANCIAL SERVICES PROVIDED
MONTHLY ASSESSMENTS ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
BOOKKEEPING/ACCOUNTING/FINANCIAL REPORTING ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
FINANCIAL PLANNING/LONG RANGE BUDGET PLANNING ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
TECHNOLOGY
COMMUNITY WEBSITES ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
BUILDING MAINTENANCE TRACKING ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
ONLINE MANAGEMENT SERVICES ● ● ● ● ● ● ● ● ● ● ● ● ● ●
BUILDING/GROUNDS MAINTENANCE
CLEANING/JANITORIAL SERVICES ● ● ● ● ● ● ● ● ●
IN-HOUSE MAINTENANCE STAFF ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
CAPITAL PROJECT MANAGEMENT ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
24 HOUR EMERGENCY SERVICE ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
OTHER
MANAGE SMALL ASSOCIATIONS ● ● ● ● ● ● ● ● ● ●
PROVIDE DEVELOPER TRANSITION SERVICES ● ● ● ● ● ● ● ● ● ● ● ● ●
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* Information provided by advertisers as of 10/1/19
10 2019/2020 // GUIDE TO MANAGEMENT SERVICES
ACTIONVESTMANAGEMENT CORP.
1667 COMMONWEALTH AVENUE BRIGHTON, MA 02135 617-783-8888 • FAX: 617-783-8880 [email protected] WWW.ACTIONVEST.COM
We believe that a Condominium is not just a home but an investment and have developed an extensive management program with cost-saving measures for all your goals. Our program and philosophy coupled with our dedicated staff provides you with the reliable, responsive and professional property management services you deserve.
AFFINITY REALTY & PROPERTYMANAGEMENT, LLC
63 ATLANTIC AVE.BOSTON, MA 02110 800-388-6468 857-239-8280, EXT. 670 FAX: 857-239-8289 [email protected] WWW.AFFINITYREALTY.COM
Located in Boston, our firm handles 50 associations inside the Route 495 belt. We offer a proven management system with a low unit-to-personnel ratio, multifaceted real estate experience, flexibility and a reliable and consistent approach to community issues. Our unique experiences will help property own-ers realize consistently higher values.
ALLIED PROPERTYMANAGEMENT
PO BOX 315 NORTH BILLERICA, MA 01862 800-436-7348 • FAX: 978-452-7718 [email protected] WWW.APMANAGES.COM
To maintain healthy properties, our company emphasizes prompt collection of monthly fees, and closely monitors any unpaid amounts, administering late fees where necessary. We provide clean, concise financial data and issue monthly reports, covering a vast range of financial services. We work closely with our clients to ensure the “complete” property management experience is exceeded.
AMERICANPROPERTIESTEAM, INC.
500 WEST CUMMINGS PARK STE. 6050 WOBURN, MA 01801 781-932-9229 • FAX: 781-935-4289 [email protected] WWW.APTCONDOTEAM.COM
Our firm offers in-depth service with personal attention. Our services span many focuses including: financial, maintenance, leadership, mediation, and community building. Community websites and online management services are included in all management packages. As an active participant in CAI, we are on the cutting edge of the industry.
AVATAR PROPERTIES
SCOTT T. BARBERA, SENIOR VICE PRESIDENT 193 MAIN ST., STE. 201 SALEM, NH 03079 603-894-6300 • FAX: 603-912-5600 [email protected] WWW.AVATARPROPERTIES.NET
With over thirty years of management experience, we specialize in a balanced property portfolio for our team members allowing for excellent customer retention and service. Our family-run company handles all your needs with our in-house staff, giving you personalized attention of small companies while providing the resources of bigger firms.
BARKAN MANAGEMENTCOMPANY, INC. AMO
CORPORATE: 617-482-5500 CAPE COD: 508-625-3655 RHODE ISLAND: 401-272-0788 CONNECTICUT: 860-633-6110 WASHINGTON DC: 703-388-1005 WWW.BARKANCO.COM
Condominium associations for urban and suburban communities rely on Barkan Management for superior management, maintenance, capital repair, accounting and financial reporting services. Recognized as an industry leader for over 35 years, Barkan adds credibility and professionalism to every community. Barkan Management – People you can trust. Experience to rely on.
BRIGS, LLC, AAMC
376 MASSACHUSETTS AVE. ARLINGTON, MA 02474 781-648-9600
185 DUDLEY ST. BOSTON, MA 02119 617-536-4900
100 CUMMINGS CENTER STE. 433A BEVERLY, MA 01915 978-475-2002
We are a full service condominium management firm managing over 165 properties and approximately 9,500 units in the Greater Boston area. Our excellence is reflected in our client retention and new client referrals. Services offered include: Property Management, Accounting, Project Management, Maintenance, and Janitorial Services.
DANNIN MANAGEMENT CORP.
P.O. BOX 117 BROOKLINE, MA 02446 617-731-0222 • FAX: 617-731-0214 [email protected] WWW.DANNINMGMT.COM
Whether a condominium, home association, cooperative, residential or commercial building, we have the specialized expertise to successfully manage them. Founded on Steven A. Dannin’s, PCAM, 30 years of experience and professional training, we promise dedicated and personalized service for every type of community.Call to put us to work for you.
THE DARTMOUTH GROUP, INC., AMO, AAMC,AN ASSOCIA COMPANY
BOB MCBRIDE 4 PRESTON COURT, STE. 101 BEDFORD, MA 01730 781-533-7200 [email protected] WWW.THEDARTMOUTHGROUP.COM
We provide local expertise backed by international resources. Our staff receives training to become experts in Massachu-setts management practices and state law, giving you the security of being worry-free. We offer Full Service Manage-ment, Comprehensive Project and Con-struction Management Services, Signature Lifestyle Services, Developer Services and Transitions for new communities.
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EMPIRE CONDOMINIUMPROFESSIONALS
JENNA HARTMAN33 LYMAN ST., STE. 210WESTBORO, MA 0158114 PARKER STREETGARDNER, MA [email protected] WWW.EMPIRECONDOPROFESSIONALS.COM
Since 1994, Empire has provided quality, professional management to MA com-munities placing emphasis on high level customer service. We have developed partnerships with trustees for successful management and implement plans tailored to each Association’s needs. We’ve also developed core relationships with vendors that offer a direct benefit to our communities.
FIRST REALTYMANAGEMENT CORP.AMO
SHEILA SPELLMAN, DIRECTORCONDOMINIUM DIVISION151 TREMONT ST., PH 1BOSTON, MA [email protected] [email protected]
We take a proactive approach to property management. We minimize problems through clear communication, preventive maintenance and planning, and financial controls. Our goal is to preserve and enhance your association’s quality of life, marketability, and value. First Realty is an Accredited Management Organization with regional offices in Worcester and Providence.
FIRSTSERVICERESIDENTIAL, AMO
3000 DAVENPORT AVE., STE. 201CANTON, MA 02021TOLL FREE: 877-877-4537OFFICE: 617-221-1000FAX: 617-479-8819WWW.FSRESIDENTIAL.COM
FirstService Residential is a Massachusetts residential property management leader with national resources, partnering with 8,000 communities across the nation. HOAs, community associations and condos rely on our extensive experience, resources and local expertise to maximize their property values and enhance their residents’ lifestyles.
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ION Assessments collected from homeowners. Assessments fund
many essential association obligations including professional management services, utilities, security, insurance, common area maintenance, landscaping, capital improvement projects and amenities like pools and club houses.
**According to the 2018-2019 National and State Statistical Review published by CAI.
12 2019/2020 // GUIDE TO MANAGEMENT SERVICES
FORESIDE REAL ESTATEMANAGEMENT, INC.
202 US ROUTE 1, STE. 206 FALMOUTH, ME 04105 207-775-2325 [email protected] WWW.FORESIDEMANAGEMENT.COM
We pride ourselves on the core business principles of Honesty, Integrity and Communication. We understand finding the right management company as one of the most important decisions an association can make. Our staff works hard to earn your trust and will work hard to ensure the success of your property.
FRANKLIN SQUAREMANAGEMENT
F&F PROPERTY MANAGEMENT 617-232-2224 P.O. BOX 2283 PLAINVILLE, MA 02762 508-695-9006 • FAX: 508-695-9081 [email protected] WWW.FRANKLINSQUAREMANAGEMENT.COM
Specializing in professional condominium property and asset management, we are dedicated to your needs. We have the expertise, knowledge and manpower required to manage your property while providing great service. Our commitment to our customers is based on detail, cost containment, high quality, open communication, proactive management, and friendly service.
GREAT NORTH PROPERTYMGMT., INC., AMO
FOXBORO, MA: 508-594-6100 WELLS, ME: 207-361-8000 BOSTON, MA: 617-334-5745 PEABODY, MA: 978-278-4000 WORCESTER, MA: 508-459-8722 EXETER, NH: 603-436-4100 BETHLEHEM, NH: 603-853-3420 NASHUA, NH: 603-891-1800 LEBANON, NH: 603-448-6181 NEWTON, MA: 781-455-6565 WARWICK, RI: 401-244-7420 WWW.GREATNORTH.NET
We specialize in condominium and home owner association management. After nearly 30 years of growth, we actively manage 350 associations throughout all of New England. Our 150 property managers, accountants, office support and maintenance technicians are focused only on our condominium and homeowner association portfolio.
HARVEST PROPERTIES, LLC
STEVE LEWIS, CMCA, AMS OFFICES IN MELROSE & NEWBURYPORT, MA 781-979-9199 [email protected] WWW.HARVESTPROPS.COM
We work closely with clients to enhance property values and quality of life. We develop and manage budgets for the present and future needs of your property. Our goal is to help foster a sense of community and pride for properties. Our clients trust us based on financial transparency and frequent communication.
THE HOFELLER COMPANY, INC.
8 ALTON PL, STE. 3 BROOKLINE, MA 02446 617-734-8500 X111 • FAX: 617-738-9894 [email protected] WWW.HOFELLER.COM
Founded in 1987, we work with condominium associations that expect smart, honest, responsive service. Our dedication to quality service and the enhancement of our client’s property is our primary goal. Our staff is trained to be proactive so you’ll see the results. Let the THC team demonstrate to you what quality management feels like.
J A WOOD MANAGEMENT
594 MARRETT RD, STE. 16 LEXINGTON, MA 02421 781-860-0605 WWW.JAWOODMANAGEMENT.COM
We are a Lexington based office managing over 3000 condo units in the greater Boston area. With a professional staff, we attribute our growth to our property owner’s strong support and appreciation for our services. Our team provides owners exemplary property management services and great communities for our residents.
MALONEY PROPERTIES, INC.
27 MICA LANE WELLESLEY, MA 02481 781-943-0200 WWW.MALONEYPROPERTIES.COM
Founded in 1981, we are a full-service firm servicing more than 9,000 units in Massachusetts, Vermont, Rhode Island and New Hampshire. We have a long
and proven track record in marketing and managing large residential and mixed-use communities. Let our experience work for your community.
MERCANTILE PROPERTY MANAGEMENTCORP, AAMC
18 WATERHOUSE ROAD, BOURNE, MA 33 UNION ST., STE. 320, WEYMOUTH, MA 800-696-9449 WWW.MERCANTILEPROPERTY.COM
Our track record of exceptional service is shown through our nationally certified managers and professional team who work to ensure our client’s communities are well-managed, financially sound, and a place owners are proud to call home. We provide personalized and innovative services offering the latest in reporting, tracking, and communication. Visit our website.
MERIDIAN REALTY GROUP, LLC
KEITH SHIRLEY, PRESIDENT 46 GLOUCESTER ST. BOSTON, MA 02115 617-517-0854 • FAX: 617-517-0849 [email protected] WWW.MRGPROPERTY.COM
We pride ourselves on one-on-one relationships with each association we represent whether full service 24/7 property management or administrative, billing and back office services. Our two company executive principals have managed property since 1979. Meridian prides itself on its ability to provide our clients with personalized attention and cost-effective solutions.
NORTH POINT PROPERTYMANAGEMENT LLC,AAMC
ANDOVER, MA MEREDITH AND NASHUA, NH TOLL FREE: 877-423-5050 GMACKENZIE@ NORTHPOINTMANAGEMENT.COM WWW.NORTHPOINTMANAGEMENT.COM
At North Point Property Management, we’ve raised the bar to include highly credentialed and experienced managers, innovative communication tools, and cost-saving solutions for our client communities’ success.
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NORTHEAST REAL ESTATE ADVISORS, INC.
P.O. BOX 1968FRAMINGHAM, MA 01701888-375-5550508-820-0067 • FAX: [email protected]
With a team of highly dedicated, expe-rienced, accessible professionals, we work year-round to ensure your issues are resolved quickly and efficiently. Every team member pours every effort into ensuring your quality of living continually improves. This sentiment of “Our Associations” is heart-felt by our team and separates us from other companies.
OLYMPUS GROUPMANAGEMENT CO., AMO
RICHARD AMATO151 BROADWAY, STE. 300PROVIDENCE, RI 02903401-751-9600 X210RICHARD@ OLYMPUSGROUPREALESTATE.COMWWW.OLYMPUSGROUPREALESTATE.COM
Established in 1990, the founders remain involved in the day to day operation of the
Company. In 2003, we became the only third party property management firm in RI to earn the designation of AMO® (Accred-ited Management Organization) by IREM®. Olympus Group helps set the standard for Condominium management.
PARADIGM PARTNERS, INC.
470 WASHINGTON ST., STE. 25P.O. BOX 306NORWOOD, MA 02062617-349-1100 • FAX: [email protected]
Our firm is geared towards discriminating owners who want professional hands-on service and out-of-the-box thinking.
Together founding partner, Dick Wil-liams, CPM, and Adam Williams, CMCA, assist condominium owners in meeting the increasingly demanding needs of the real property that they own in common.
THE PARK PLACEMANAGEMENT COMPANY
MARIAN SERVIDIO, CMCA, AMS41 COMMERCE AVE., STE. 4SOUTH BURLINGTON, VT 05403
802-860-5050 • FAX: [email protected]
Long standing relationships verify our top quality management. Our extensive scope of services and varied vendor pool provide value and excellent service for our clientele. Call on us for help with the smallest detail. We enhance our skills by attending educational seminars and staying current with licensing requirements of CAI.
PEABODY PROPERTIES, AMO
ADAM KENNEY, VP OF OPERATIONS536 GRANITE ST.BRAINTREE, MA 02184781-794-1052 / 781-794-1000WWW.PEABODYPROPERTIES.COM
An award-winning, full-service real estate company, Peabody Properties specializes in residential property management and condominium association management. Peabody manages over 13,000 apartment homes throughout New England and beyond, and is designated as a Woman Business Enterprise (WBE) and certified by the State Office of Minority and Women Business Assistance (SOMWBA).
A full-service property management company, specializing in residential property management and condominium association management, at a level unsurpassed in the industry today.
A Winning CombinationAccountability. Accessibility. Personalized Service.
40+ year history - providing the platinum standard for specialized condominium association management, leasing and administrative services at a level unsurpassed in the industry today
Budgeting - Receivables - Payables - Financials - effectively planning and managing the financial assets of our clients
Maintaining the highest standards to assure client satisfaction
Access to the latest management software using On-Site reporting
Management
24/7 Maintenance
Forecasting
Technology
536 Granite StreetBraintree, MA 02184781.794.1000 PeabodyProperties.com
MEMBER OF
Hewitts Landing, Hingham
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PHOENIX COMPANY, INC.
JUD GOODNOW EXT. 222DEBRA JEAN EXT. 213ADAM POLLETTA EXT. 227650 LINCOLN ST.WORCESTER, MA 01605OFFICE: 508-856-7000 • FAX: [email protected]@[email protected]
We pride ourselves on being client focused and have devoted ourselves as recognized industry professionals in community management. We specialize in residential condominium properties with 75 combined years of management experience. We also work closely with Mass Save to acquire energy audits. Phoenix also updates reserve study budgets yearly.
PIONEERPROPERTYMANAGEMENT
146 FOREST ST.FRANKLIN, MA 02038508-528-9242 • FAX: [email protected]
We are a full service management company providing a wide range of homeowner association services. Our certified professional Community Association Managers, accountants, and office staffs are here to guarantee a professional and friendly experience with us. We dedicatedly maintain long-lasting relationships and ensuring the best customer service and professional guidance.
PREMIER PROPERTYSOLUTIONS, LLC
PATRICK COLBERT311 SUMMER ST., STE. 200BOSTON, MA 02210617-345-0045WWW.PREMIERPROPERTYMA.COM
We are committed to excellence in every aspect of our pro-active property management services. “Take a good look at a company that doesn’t overlook anything.”
PROPERTY MANAGEMENTOF ANDOVER
JAMES TOSCANO, PCAM978-683-4101 • FAX: [email protected]
Founded in 1986, we specialize in the management and maintenance needs of condominium communities. Our focused local allows our employees to confidently provide full support in all managerial as-pects including vendors we’ve established longstanding relationships with. Through strong communication, persistence, and integrity we treat your home as our own.
www.pmandover.com
978-683-4101
PROPERTY MANAGEMENT OF ANDOVER
Offering full Property Management
Services to the Merrimack Valley area
for over 33 years!
Contact us todayto see how we can help
your association.
YOUR PROPERTY MANAGEMENT SOLUTION
• Innovative Problem Solving• Comprehensive Financial Services • Expert Oversight of Capital Projects• Providing Service Before It Is Requested • Oversight of Budgets, Staff, Vendors, & Workflows
617-423-7000 | firstrealtymgt.comOffices in Boston, Worcester, & Providence
IREM Boston Chapter’s 2019 ACCREDITED MANAGEMENT ORGANIZATION ® of the Year
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More than 40 years of research
you can trust• Homeowner Satisfaction Surveys• Best Practices Reports• National and State Association Statistics
The Foundation’s Community Association Manager Compensation and Salary Surveyis available for purchase by visiting www.caionline.org/shop.
The Foundation for Community Association Research provides authoritative research and analysis on community association trends, issues and operations. Our mission is to inspire successful and sustainable communities.
16 2019/2020 // GUIDE TO MANAGEMENT SERVICES
Is Managing Your Property Becoming a Frightening Experience?
Relax! Olympus Group has successfully managed properties for over 30 years. We have taken the burden out property management by providing small and large clients with personal service, attention to detail and the capability it takes to manage condominiums today. Relax! Don’t let your property become a frightening experience… Let Olympus Group handle your property. Call us today for a free consultation and estimate.
R BROWNPARTNERS
39 BRIGHTON AVE.BOSTON, MA 02134617-782-3400 • FAX: [email protected]
Since 1985, R Brown Partners has focused on the management needs of condominium trustees and owners. R Brown Partners primarily manages mid-rise, high-end condominiums in Brookline and the surrounding areas. Our reputation for personalized, professional management service is documented and can be tailored to fit your condominium’s needs.
SALISBURYMANAGEMENT, INC.
120 SHREWSBURY ST.BOYLSTON, MA 01505508-869-0764 • FAX: 508-869-0664WWW.SALISBURYMANAGEMENT.COM
Come benefit from over 30 years of exper-tise! We have specialized in Community Association Management since 1987, combining cutting edge tech-nology with old-fashioned
customer service. We work in Real Estate Management, Real Estate Brokerage, and Contracting & Construction. Join us and we will respond to your needs 24/7.
SUTTON MANAGEMENTCO., INC.
RICK STERN, MBA23 CENTRAL ST.ANDOVER, MA [email protected] WWW.SUTTONMANAGEMENT.COM
We are a locally-owned and operated Property Management company serving Southern New Hampshire and the Merrimack Valley for 27 years. We offer “world class” expertise with “hands-on” assistance around the clock. With a portfolio of both older, converted condominiums and modern condos, we can handle the unique challenges of your property.
THAYER & ASSOCIATES, INC., AMO
DOUGLAS G. THAYER, CPM1812 MASSACHUSETTS AVE.P.O. BOX 400196CAMBRIDGE, MA 02140617-354-6480 • FAX: 617-354-7854MOREINFO@THAYERASSOCIATES.COMWWW.THAYERASSOCIATES.COM
We maintain long-term relationships with clients; some existing for 10, 15, and even 20+ years. Our history of demonstrates our ability to provide quality services including offer consulting, brokerage, construction and financial services to associations. We handle over 65 client properties and approximately 6,500 units throughout Massachusetts.
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7,0008,000
Community associationmanagement companies.
to*
*According to the 2018-2019 National andState Statistical Review published by CAI.
PROFESSIONAL MANAGEMENT DEVELOPMENT PROGRAMS
COMING TO NEW ENGLAND IN 2020
CONNECTICUTMAINE
MASSACHUSETTSNEW HAMPSHIRE
RHODE ISLANDVERMONT
The most comprehensive, expert education courses for community managers seeking to increase their skills, knowledge and job opportunities.
TO REGISTER: CALL 888-224-4321 (credit card only)FAX 240-524-2424 (credit card only)WEB www.caionline.orgMAIL CAI, PO BOX 34793, Alexandria, VA 22334-0793
M-100> > > The Essentials of Community Association Management� March 19-21, 2020, Natick, MA� July 9-11, 2020, Danbury, CT
A comprehensive course providing a practical overview for new managers and anessential review for veteran managers.
Successful completion of the M-100 is the first step in obtaining a professional designationin community association management.
� July 9-10, 2020, Natick, MALearn how to avoid legal problems and gain cooperation when establishing guidelines.
* Approved for 14 hours of continuing education for CMCA recertification
M-204
M-201> > > Facilities Management� June 26, 2020, Natick, MA
Learn how to analyze, evaluate, communicate and plan for property maintenance.Understand the various types of maintenance – routine, previous, emergency, correctiveand scheduled.
* Approved for 12 hours of continuing education for CMCA recertification
M-202> > > Association Communications� March 20, 2020, Hartford/Rocky Hill, CT
Learn key communication techniques to improve resident and board relations.* Approved for 12 hours of continuing education for CMCA recertification
M-203> > > Community Leadership� April 3, 2020, Portland, ME
Learn how to work with leaders to achieve goals and set a positive tone for the community.* Approved for 12 hours of continuing education for CMCA recertification
M-206> > > Financial Management� November 5-6, 2020, Southbridge/Sturbridge, MA
Learn how to budget and manage your association’s money.* Approved for 14 hours of continuing education for CMCA recertification
M-390> > > Leadership Practices in Customer Service � October 23, 2020, Southbridge/Sturbridge, MA
Learn how to effectively and confidently communicate, and use the soft skills neededfor providing the best experience for homeowners, clients, and colleagues.
* Approved for 8 hours of continuing education for CMCA recertification
* AMS redesignation requires at least 1 PMDP 200 level course every 3 years.
REGISTRATION
*Member . . . . . . . . . . . . . $459Non-Member . . . . . . . . . $559
* Must be an individual manager member orprimary contact for management companymember of CAI for member pricing.
___________________________________________NAME
___________________________________________COMPANY
___________________________________________ADDRESS
___________________________________________CITY/STATE/ZIP
___________________________________________PHONE
___________________________________________FAX
___________________________________________EMAIL
� *I am an individual manager memberor primary contact for a managementcompany member of CAI.
� I am a CAI member but not a managermember or primary contact for a CAImanagement company member.
Member # __________________________________
� I am not a member.
TOTAL REGISTRATION FEE $ ___________
Payment:
� Check payable to CAI
� Credit card VISA/MC/AMEX/Discover
___________________________________________NAME ON CARD
___________________________________________SIGNATURE
___________________________________________ACCOUNT NUMBER
___________________________________________EXPIRATION DATE
NEW COURSE!
> > > Community Governance
� April 23-24, 2020, Hartford/Rocky Hill, CTLearn how to optimize your community’s risk-management program and gain strategiesfor evaluating coverage, reporting losses, and managing claims.
* Approved for 14 hours of continuing education for CMCA recertification
M-205> > > Risk Management
187512 CAI PMDP Schedule 9_19_2019:Layout 1 9/19/19 2:42 PM Page 1
Revolutionizing Property Management One Association At a Time
P R O P E R T Y M A N A G E M E N T
Our strengths are in our nameWith over 40 years of experience in condominium management servicing the New England area,
we provide a full spectrum of solutions for today’s property management professionals.
www.brigsllc.com
185 Dudley Street
Boston | 617-536-4900
100 Cummings Center, Suite 433A
Beverly | 978-475-2002
589 Concord Street
Holliston | 508-429-2150
376 Massachusetts Avenue
Arlington | 781-648-9600
Balance
RespectInnovation
GrowthSustainability
Looking To Expand Your Career?
A locally owned company — we are continually expanding. We are always looking for innovative individuals to join our team. Contact us today! Send your resume to: [email protected]
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