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HOA Basics

100

CC&R's a shortened way to say 

Covenants, Conditions and Restrictions  

200

How is a HOA Formed?

HOA's are generally formed by developers when a new community is constructed.

300

Different types of HOA's

• Homeowner Association (HOA) 

• Condominium Association (COA) 

• Townhouse Association 

• Property Owners Association (POA) - Common in the Texas Market 

• Planned Unit Development (PUD) 

• Limited Purpose Association (Limited HOA) 

• Landscape Maintenance Association (LMA) 

400

National Care Center Director

Rolando Hernandez

500

3 Ways FSR services our communities. . .

• Comprehensive financial management

 • Assessment collection 

• On-line bill pay review approval 

• Budget preparation assistance 

• Meeting attendance, preparation, and assistance

 • Property inspections 

• Overseeing the maintenance of common areas 

• Development of policies and procedures 

• Homeowner transitions 

• 24-hour emergency support 

• Compliance with governing documents 

• Initiation of the collections process as needed (for delinquent accounts) 

• Establishing preferred vendor relationships (to control level of services and costs, as well as to minimize liability) 

• Rental property management for single family homes and condominiums 

• State-of-the art database management system 

• 24-hour Customer Care Center

Connect

100

Connect is 

a proprietary web-based association management software system and integrates a wide variety of information, communication and management capabilities.

200

Features of Connect

Interactive Community Website 

ConnectMobile 

Resident Alert - Mass Communication Tool 

 Visitor management 

 Valet services 

 Concierge request system 

 Amenity reservation system 

 Community calendar 

 Message boards 

 Community directory

300

The Market Dashboard provides, the property dashboard provides 

an overview of every property for a specific market,  provides an overview for a specific property

400

Information that can be used to locate a resident in connect

Address, account number, email, number, name 

500

Advanced Search Options include 

Email 

• Phone Number 

• City 

• State/Province 

• Zip/Postal Code

Authorization & Verification

100

Interactive Voice Response (IVR)

an automated telephone system that interacts with callers, gathers information and routes calls to the appropriate recipients

200

identification needed for verification 

Phone number listed on the account 

 Email address listed on the account

  Connect Account Number 

 Mailing address (this can be the same or different than the property address) 

 Last Payment Made (including amount and date)

300

Third Party Callers

 Realtors 

 Title Company Associates 

 Escrow Agents 

 Renters (limited information may be provided to renters) 

 Contractors (hired either by the Property Management Team or by the homeowner 

 Any other party calling that is not listed on the account

400

Occupant Types

 Official Owner 

 Official Co-Owner 

 Family Trust (Trustee)

  Resident*  

 Unofficial Owner* 

 Renter*

500

Account Specific Information

 Balance, Account Status, Account Numbers, Contact info on file, Community Website Registration Code (CWS 1.0 Version), Violations (unless the caller has the violation letter in front of them only general information may be provided), ARC status, Parking Space Numbers, Mailbox Numbers, Gate Codes, Gate Remote Transmitter Settings, Amenity codes, Rules and Regulation documents, Litigation Details, etc.

Infocenter

100

what customer care refers to infocenter as 

our google

200

Lock Symbol 

Associates must send a Microsoft Teams chat to management to obtain permission to relay the requested information.

300

Common Types of Questions that can be Searched in Info Center

 Community Related Questions 

 Clubhouse Reservation Information 

 Board Meeting Schedules 

 Emergency Procedures 

 ARC Guidelines 

 Resale Information 

 Rental Restrictions 

 Remote/Keys/Parking Information 

 Master/Sub Community Information

400

To highlight specific information in infocenter

Ctrl + F

500

"Request a Work Order" option

is not active and not to be used

Resales and Disclosures

100

Resale certificates and packages offer

transparency about the community and whether or not the sellers are current in their financial obligations to the association.

200

Resale package includes 

paperwork that protects the buyer and the seller, as well as minimizes financial risk for the association.

300

The two parts of a resale package  

1. What is a resale certificate

2. What are governing documents

400

Resale Document Types

Estoppel 

Questionnaires 

Uniform Disclosure Statement, 

lender specific questionnaire

500

The timeframe for which it takes a new owner to be registered in connect

30-45 days