1. Insurance Coverage
   Community One Associates carries $1,000,000 liability insurance and a $100,000 fidelity bond. The contract requires the HOA to indemnify and hold harmless Community One Associates and we agree to do the same for your community. This coverage generally does not cost the HOA or us anything extra to add each other as additionally insured parties.
2. Association’s Insurance
   Dictated by covenant requirements. Every HOA needs to be careful of its coverage and exclusions. This highly volatile commodity needs to be examined yearly for better rates and coverage.  Many insurance carriers have lost their “A” rating and this could be a problem if you have a claim.
3. Communication with Insurance Agent
   Generally, the Manager is the first point of contact for claims. Once a claim is accepted by the carrier the HOA needs to be cautious about involvement. If the claim is made on the D&O policy, and even if it is picked up by insurance, the board should review progress with counsel.
4. Liability Definitions
   At least annually, the Board should meet with the broker to make sure liability coverage and exclusions have not increased the HOA’s risk by unacceptable degree.

1. Routine Billing Methods
   1. Monthly, quarterly, annually (invoiced or coupons, customer choice. (Cost varies)
2. Operating Funds Handling
   1. Management signs operating checks for HOA; Board signs reserve expenditure checks. Community One Associates carries a $100,000 per occurrence fidelity bond.
   2. Funds are collected at our lock box and deposited daily into the HOA account.
3. Delinquent account collection practices
   1. Georgia law and delinquency policy driven.
   1. After 90 days account is turned over to collection
   2. Board decision for payment plans and for foreclosure unless Association attorney is given authority to proceed based on policy.
4. Disbursement of Fund: Authorization & Procedures
   1. Operating Account: Per agreement between Board and Management
   2. Reserves: Email authorization to Management required before funds are moved from reserves to operating unless previously authorized.
5. Accounting & Financial Statement Preparation
   1. We only provide accrual system accounting.
   1. Reports can be customized within reason to mirror customer need.
   2. Community One CFO Bruce Grant is a CPA with a degree in Finance from University of Georgia and an MBA from Emory. All accounting staff members have minimally a bachelor’s degree in finance or accounting.
6. Budget Preparation Participation
   1. Management generally prepares first draft for Board review. If Committee is involved or designated Board member then a team effort is employed. It is the Board’s choice. Community One can prepare the entire budget if you choose.
7. Reserve Study Participation
   1. Management reviews and updates reserve study annually. Prior year reserve expenditures reflected on study in actual costs and updated so clear financial condition is always reflected.
   2. Management does not perform reserve studies. Recommend an APRA (Association of Professional Reserve Analysts) certified preparer.

1. Notice
   1. Contract may be terminated with 60 days notice with or without cause. Association boards often change and managers sometime change.
2. Ownership of records & other Association property.
   1. HOA records belong to HOA. Work product produced by our company in your behalf also belongs to HOA, excluding internal work product, formulas, software, process, etc. Computer generated work product can be produced in some cases, but we make no warrant that you will be able to use the computer generated files without the software that generated it. We keep copies of most computer generated work product we produce and any other pertinent files produced by us in hard copy if we believe it is necessary. We have never had a demand for records beyond what we keep for a community because our systems are so comprehensive. If you need something beyond what we provide let us know and if we can produce it for you we will. Normal duplication expenses apply.

1. Record & Document Management Procedures
   1. Archived records kept either at HOA site or at our office in Alpharetta. Large file volume is kept off site at a documents storage facility at owner expense.
   2. Routine operating documents kept in hard copy at the Management office
   1. All computer generated documents are backed up on tape and a mirror server. Data is essentially backed up real time during the day and by tape. Annual HOA operations are backed up on CD annually, with a copy given to the board and a copy kept in a safe in our office.
   2. All docs are created in Microsoft Office 2003, Adobe Acrobat, and Jenark Business Systems software. Access to Community One server available to both board members and homeowners to see real time information if the Association signs up for a web site required for this purpose. Cost is $.25 per month per home.
2. Communication with Board of Directors
   1. We like email with attachments. Minimizes paper, time. Contract calls for all Board members to have email, but we recognize that some do not have it. Web access in various forms is also available.
   2. Customer service representative is always available during business hours. Management is always available during business hours by cell or pager. After hour emergencies are referred to Manager.
   3. Board designated liaison works with Management on routine operating items. Manager works with Treasurer or other key persons. Customer Service assists Committees primarily, but Management is also involved as needed. Customer Service works directly with Committees, even including site visits.
   4. The Management Report is written specifically for the Board members. Interim documents and communication are provided throughout the month via e-mail.
   5. Financial department manager also works with Board members, particularly the Treasurer. Our accounting manager is an ex Coopers Lybrand auditor and very experienced. We produce either accrual or cash accounting, but strongly recommend accrual.
3. Management Advice & Counsel:   Scope
   1. We have experience and that allows us to advise you with the considerable knowledge. Experienced managers can save clients a lot of legal expense and though we are not attorneys we will advise you within the scope of our knowledge.
   2. We will advise the Board on virtually any matter that comes up, but we will also recommend legal counsel as needed. The issues requiring legal counsel are generally evident to the Board and to Management. Prudent use of counsel is recommended.
4. Communication with Homeowners:   Practices
   1. Direct phone contact, follow up
   1. Generally, regarding compliance and work orders – best practice is to follow up until the customer is satisfied and the work is done.
   2. If issue is legal one or has that potential, we alert the Board for instruction and provide recommendations.
   3. Newsletter, Web sites – Communicate, Communicate: Never enough.
5. Meetings: Routine & Specials (at Board request)
   1. Our industry is overwhelmed with meetings. Meetings should be business like, direct, to the point, focused and short. Board meeting frequency, even necessity, is determined by the nature and scope of issues facing an Association. We attend quarterly meetings generally, but in some communities Management presence at meetings is not necessary. We communicate often with our Boards so meetings may be redundant.
   2. Special meetings: Management may attend if available and necessary and Management time may be billed as extra time. We have seldom billed for this type of meeting because extra meetings are rare in our experience. In the early months if we need to meet a few extra times we can certainly do that at no extra charge. It is important to get off on the same page as everyone.
6. Annual Meeting Preparation
   1. We prepare the entire package for your review prior to mailing, attend the meeting and even conduct the meeting if you want us to do so. We have a long standing tradition in our company of making a Power Point presentation to the community detailing the year’s operations in review and the upcoming year’s goals. Owners seem to really like this and it gives the board a strong professional image.
7. Meeting Minutes of Routine & Annual Meeting
   1. Written by the Board representative appointed to do so and emailed to Management after the meeting.
8. Owner Record Maintenance
   1. Completely computerized owner information, plus hard copy files for every property address. See report examples in marketing package.
9. Monthly Newsletter: writing, contributing & mailing services
   1. Committee function or with our help. Either way.
10. Grievance procedures & performance reviews
    1. All vendors are screened annually and contract performance review conducted.

1. Maintenance (Handyman on site)
   1. If you have a handyman on site his efforts will be directed by either our office or Board representative, depending on what works best for HOA. If you have an office on site we would prefer managing this process centrally, at least to track activities and work orders for report to the Board.
   1. Handyman probably has a range of routine duties like lighting, clubhouse monitoring, etc. Once everyone understands his role and capabilities, he can be directed to various work orders within his scope of skill and knowledge.
   2. Management will make periodic site visits and will conduct a site inspection with a Board member if requested. Whatever has worked successfully can continue. We will review all your processes and make necessary recommendations.
2. Maintenance Requests & Complaints
   1. Maintenance calls generally come to our office. If a vendor needs to be dispatched we do so within whatever financial constraints the board is comfortable with. We believe boards want assertive problem solving. The key is communication. Cumbersome and lengthy board decision making is more likely to cause delays than our company not acting promptly. The quicker something gets done the better for everyone.
   2. See contract for limitations on Management’s authority to authorize repairs. In reality Management is not likely to issue work orders without consensus from board or appropriate committee. Routine minor repairs must be done without a cumbersome decision making system.
3. Customer Service Support Person & Scope
   1. An assigned customer service person will interact with all owners. He or she will be familiar with the site, policies, and practices as established by the Board and work with the assigned manager as required.
   2. Customer service representatives respond to customer requests within the scope of authority assigned by the Board and Management.
4. On Site Inspection of Common Area:   Scope & Frequency
   1. In addition to periodic site visits, management will visit the site related to vendor management, requested work order follow up, and the routine demands of the property.
   2. Component specific inspections are generally focused on seasonal maintenance demands, like pool, landscape, roofing, gutters, and always include CC&R compliance requirements and routine follow up of vendor activity and performance.
   3. Maintenance plan includes less obvious items like pumps, pool equipment, photo cells, drain clearing, masonry walls, irrigation controllers and valves, HVAC, water heaters, timers and clocks, solar panels, etc.
5. Bids from Contractors:   Procedures
   1. We set the standard for this process. We use AIA documentation when necessary. Most communities will not need a lot of large project management, but we have considerable experience if something of this nature ever comes up. Bids are solicited where it makes economic sense. We don’t solicit bids for low cost repairs. Having the loyalty of a good contractor for these small items is more valuable to the HOA.

If you prefer to pay your dues via the mail please send your check payable to your Association to the bank lock box address below:

(Association Name)
c/o Community One Associates
P.O. Box 28155
Miami, Florida 33102-8155

Please include your tear off coupon with your check. The bank cannot process your check without the tear off coupon. Please follow the instructions for credit card or e-check payment by choosing the appropriate link below.

Thank You for Your Business!