What is a community association manager?

As a board member, you want your community or building to run smoothly and stay financially healthy. That’s why most boards turn to a community association manager (CAM) to help them. Community association management is an industry filled with diversity. You’ll find people from all walks of life who have chosen it as a career path and all for their reasons. In this article, we’ll expand on "What is a community association manager?" and dive into all key characteristics of this profession, including role responsibilities, certification requirements, and more.
 

What does a community association manager do?

So, what exactly does a community association manager do? At its core, a community association manager is a professional role that is dedicated and in charge of managerial functions within homeowner associations (HOAs) found in residential neighborhoods, condominiums, planned communities, and more. In their role, they are a significant part of maintaining and enhancing both the value and quality of life of the communities they serve.

CAMs are essential to the community’s functioning, and although their roles vary depending on multiple factors, they can handle a variety of tasks, including:

• Financial management
   
• Coordinate maintenance
   
• Enforce community rules and regulations
   
• Build positive engagement within communities

Another key duty is addressing residents’ concerns and being one of the first points of contact when they need any assistance. Therefore, it’s helpful for CAMs to have effective communication skills with residents and peers, as this can facilitate communication between teams and residents on community events, policy changes, and any other ongoing project.
 

What makes a great community association manager?

In any profession, caring is a virtue that can take your career to new heights. As human nature, we often can’t help but be present for what and who we care for— and if you’re letting someone take care of the place you call home, you’d expect your association manager to feel that same sentiment.

Great CAMs have a high emotional intelligence quotient (EQ), too, meaning they have an ability to read and assist people – including members of your association. Their empathy enables them to put themselves in others’ shoes and understand their perspective. Other traits of managers with high EQ are that they are forward-thinking, adaptive, resourceful, hospitality-minded, flexible, self-motivated, and able to communicate clearly. As a result, they are trusted advisors to the rest of your community’s board.
 

What challenges do community association managers face?

While helping to maintain the harmony and functionality of community associations, CAMs can also face challenges within their day-to-day operations. These can arise from multiple issues such as:

• Dealing with conflict: Communities consist of many diverse residents with different perspectives, which can lead to disagreements and disputes. As a CAM, communication and conflict resolution skills is needed to help address all issues effectively.
   
• Balancing all needs: Each resident may have different expectations, priorities, and requirements, so it is key for CAMs to consider the interests of all members and make decisions that benefit the overall well-being of the association.
   
• Support: Some CAMs can feel challenges when there’s a lack of support coming from other parties such as vendors, residents, and board members.

Supporting community association managers

According to Heather Peters, business development director at FirstService Residential, “good managers are only as capable as the support they have.” That support should include:

• Assistance from accounting, purchasing, vendor relations and financial services specialists.
   
• Involvement of human relations professionals for all personnel matters to provide the right level of on-site staffing.
   
• Ongoing training to develop and improve management skills, keep up with industry standards and be informed about regulatory changes.
   
• A 24/7 customer care team that can quickly provide them and your community with needed information.
   
• Administrative support such as assistant managers and clerical personnel as needed.
   
• Technology and communication tools.

“The most capable managers leverage their regional directors,” explains Anthony Gragnano, vice president for the South Florida high-rise division at FirstService Residential.

“When a board member calls, we already know what’s going on in their community. Having that structure in place also helps maintain institutional knowledge and consistency in management if the community association manager leaves for any reason. The regional director should know the building or community well enough to help replace a beloved manager with the right person,” he adds.
 

How do new community managers know how to perform their job duties? 

It all depends on the property management companies and their approaches. While some companies expect associates to learn on the job, FirstService Residential offers formalized classrooms via FirstService Residential University, where candidates can receive hands-on training so they can effectively perform their roles. At FirstService Residential University, CAM trainees gain the knowledge, skills, and service delivery mindset needed to be successful on the job.

Aside from this learning program, FirstService Residential provides multiple opportunities for growth within the field, with the benefits, tools, and resources that not only allow CAMS to continue rising in the ranks and service but also allow communities to retain their talent long-term.
 

What is a community association manager license?

A professional certification is not necessarily required to enter the field. Still, as their careers progress, many CAMs choose to earn professional credentials and designations through such leading industry organizations as CAI (Community Associations Institute), IREM (Institute of Real Estate Management), and NABO (National Associated Builders and Owners).

For example, CAI offers a national CMCA (Certified Manager of Community Associations) certification. And if they want to work in Florida, Arizona or Nevada, they’ll need to earn a state license. As CAMs gain additional experience, they can earn additional certifications, including:

• AMS (Association Management Specialist)
   
• PCAM (Professional Community Association Manager)
   
• LSM (Large-Scale Manager)

They can also attend classes through IREM, which offers designation as a CPM (Certified Property Manager) for property managers of large portfolios and certification as an ARM (Accredited Residential Manager) for managers of small to medium-sized residential portfolios. 

If an association manager works within apartments, condominiums or cooperative properties, they may choose to earn a designation as a RAM (Registered in Apartment Management) from NABO. 

Sharing best practices and earning professional certifications and designations help CAMs meet the highest standards for training, skills and ethics – and that’s a great way to enhance value to both clients and employer.
 

The future of community association managing

CAMs who deliver exceptional service and job performance are likely to have higher job stability, as board members and homeowners like to keep them around. But there is always room to grow, so community association managers who want to aim higher and find new challenges can.

There are many advancement opportunities to choose from, whether managing a large team in a more complex community or seeking a higher-level leadership role. As an added benefit— the job is portable. As more managed communities emerge in leading urban and suburban markets across North America, they can pursue new opportunities across town – or the country.

Now more than ever, developers are building residential communities and creating career opportunities throughout the U.S. and Canada. New condo associations, HOAs, community associations, and strata corporations need great managers.  

At FirstService Residential, we bring talent to your communities who don’t label themselves just as community association managers but as community builders as well. Our team of local professionals offers the expertise and solutions to anticipate needs and respond – for every property type. 

To learn how FirstService Residential can support your community's vision, contact a member of our team.