Resident Relationship
A professional way to refuse to give out your personal cell number
What is: 'I prioritize being fully present during our meetings, so the best way to reach me is through my business phone or work email, which I monitor during business hours'?"
True or False: It's best to notify PM of your office hours and upcoming time off?
A teammate asks you to cover their site which is outside of your zone?
What is: redirect them back to their team members or their zone manager for assistance
In B/ART, which letter refers to your specific scope of work?
What is R: Role
What document is the "ultimate Authority for apartment rules?
What is: A Lease agreement
True or False: You can accept a $15 gift card for helping avoid eviction
What is: False
You see a factual error on a resident ledger. Who do you tell?
What is: Third Party Property Management Partner
How to set a boundary with a peer who vents during your "admin time"
What is: get somebody else to do it
"I can't waive late fees" is an example of defining your _______.
What is: Authority
We can't force services, but we have the ______ to offer them.
What is: A Responsibility
How do you decline an invitation to hang out or enter a romantic relationship with a resident.
What is: 'I truly value our professional relationship; however, my role at CommonBond has a strict policy that prevents me from having personal or romantic relationships with residents. This ensures I can remain a fair and objective resource for everyone in the building'?
PM observes a hoarding situation during an inspection and asks you to do a "Wellness Check" immediately to see if the resident is okay.
What is: A Collaborative Lead (AS Support / PM Authority).
The "Why": PM has the Authority to enter for health/safety; AS has the Role of service coordination. If AS goes alone, it looks like a "secret inspection." If they go together with clear roles, it’s a safety intervention.
The professional boundary for resolving a disagreement with a peer
What is: Conflict resolution
Which pillar helps you decide to escalate when PM ignores emails?
What is Authority (and Task)?
The Reasoning: You use Authority to determine if the person you are emailing has the power to make the decision you need. If they don't, you escalate. You use Task to evaluate the urgency: Is this a "Housing Stability" emergency (high priority) or a routine administrative check-in (can wait)?
Who has the final authority to decide on a non-payment eviction
What is: the 3rd Party Property Management (PM) company?
You see a large pile of cash on a resident's kitchen table, conducting outreach. Immediate action?
What is: Immediately leave the unit (or move the conversation to a common area) and document the interaction in ETO?
PM says they are short-staffed and asks you to "help them out" by sliding a lease violation notice under a resident's door while delivering newsletters
What is: A Boundary Violation (Role Confusion).
The "Why": Delivering legal notices shifts your role from a "Supportive Partner" to an "Enforcer." This destroys the trust needed for a resident to be honest with you about the issues causing the violation.
The B/ART response to an "urgent" work email at 8 pm on a Friday.
What is: The professional response is to not reply until Monday morning (or your next scheduled work shift)
In the service zone model what are "Non-negotiables"
What is: mandated reporting, fair housing, confidentiality
A PM partner tells you to stop working with a resident because they are "too difficult" and they want them out of the building
who is: ASRM/AS Leadership
A resident begs you to hide illegal activity from PM
What is: 'I cannot withhold information that impacts the safety of the community or violates the lease. My role is to support your housing stability, but I have a professional obligation to report activity that puts the property or other residents at risk'?
Name one task that is 100% PM, 100% AS, and one Collaborative.
What is: PM-Lease Enforcements; AS-Service Coordination; Both-Eviction Prevention
The term for the boundary needed to prevent "caseload burnout"
What is: Emotional Regulation
Define the difference between Authority and Influence
What is: Authority is the legal or formal power to make a final decision (the 'Boss' factor), while Influence is the ability to affect the outcome through relationship, advocacy, and expertise (the 'Partner' factor).
A resident runs into your office screaming that their sink is overflowing. The PM and Maintenance team are off-site at lunch. PM calls you and asks you to grab the master key and enter the unit to turn off the water.
Who is: Property Management (PM) Authority / CBC Policy.
The "Why": As an AS Coordinator, you do not have the Authority (or the insurance coverage) to enter units for maintenance emergencies or handle master keys. This is 100% a PM Task. Entering alone creates a liability risk for you and CBC.