Ingredients for effective management of a HOA – by Norma Lee
In my opinion, here are some Ingredients for Effective Management of a HOA:
Residents, the BOD and Management; each bring different perspectives to the table. When there is a lack of trust, cooperation and easy solutions become a battleground. Lack of trust can paralyze a community just when economics require cooperation.
EXAMPLE:
Board members who are convinced that they must follow a statute may be enforcing measures that are too rigid for the situation. Residents who lack an understanding of the authority may believe the rules can be ignored. I'm sure there are hundreds of other things that cause friction, but there is one thing in common - a breakdown in trust.
The Board of Directors: They have a big responsibility and most want "to do the right thing". But there is also a big political factor at play as well. Residents make demands, etc. which frustrate the board and it might be more convenient to hide behind the rules rather than try to deal with human nature. To follow the governing documents because that's the most logical (and lawful) thing to do may not always be the best. The right path may require a human touch, flexibility and a willingness to explore other solutions that develop trust.
Residents: Many have little inclination to understand the operation of the HOA, which may be due to work schedules, health, etc. or something that effects them personally, like an increase in dues or other enforcements that impact their lives and are quick to assume someone screwed up. Their lack of involvement in the day to day operation, infrequent attendance at meetings, failure to read bulletins have isolated them. Isolation also breeds mistrust.
Management: Managers are also cautious. If they come on too strong it can be seen as reckless, etc. These doubts also sow seeds of distrust.
To gain trust there should be no hidden motives. Be up front with your reasons for taking a particular position. Explain them carefully; glossing over the facts or altering them to suit your purpose will give others reasons not to trust you. Be clear as to why you are stating your position.
Communicate well and often, be open. Open dialogue dispels suspicion and makes for greater trust.
Be willing to compromise. Maintaining a sympathic ear will be the greatest allies. Rule enforcement for the sake of enforcement alone will erode residents trust., as will residents frequent complaints. Let the small things go. Be as good as your word. If you promise to do something, do it. If you're ask to explain something; say an invoice or an accounting, and then ignore the request or provide an explanation that is not based on fact, you will lose the trust of the residents quickly.
Community associations rely on contracts and statutes for their authority, but their leaders need trust for legitimacy. The law dictates the rules but cannot dictate trust. Remember " Lack of trust can paralyze a HOA just when economics require unprecedented cooperation".
Norma Lee
* Prepared with the help of a friend.
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Great article Norma - you're born to be a spokesperson. Maybe you should consider running for the Board of Directors - nominating committee I believe we have a good candidate.
Thanks for the kind words, but you have got to be joking. I wouldn't touch that with a ten-foot pole. We have others here that are much better qualified for the position if we can just get them to show their heads. It's a "thankless" position, but someone has to do it so we have a voice that speaks for the residents. My Dad always told me, if you don't have trust you have nothing! If I tell you something, you can take it to the "Bank". Many of our careers were built on that very word.