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Image of a meeting presentation. HOA Board Meeting Packet

Are you tired of struggling to showcase the value your management company brings to HOA board members? Compiling endless documents for board packets can feel like a never-ending task, consuming valuable time and resources. The problem is clear: board members need comprehensive insights into community operations, but traditional methods often fail to deliver impactful presentations during board meetings. We\’ll explore the important reasons behind creating HOA board packets, offer practical tips on crafting an effective one, and unveil the power of leveraging technology to improve your HOA board meetings to new heights of efficiency and engagement.

What is a Board Packet, and why is it important for HOAs?

Before we begin, we need to understand Board Packets. A board packet is a complete collection of information carefully created by the HOA managers and distributed to HOA board members before scheduled board meetings. It is a core document that promotes successful communication, decision-making, and cooperation.

It informs them of all they need to know about the community\’s health and any developments since the previous meeting. A successful board packet contributes significantly to the organization\’s governance by keeping board members engaged while holding management teams responsible for completing work on the community\’s behalf. Historically, Management companies previously had to utilize printed board packets and gather information from multiple sources. However, in recent years, many management companies have sought board portals to improve the security of sensitive information and boost collaboration with board members.

Importance of Board Packets:

Board packets are essential resources for the smooth operation of homeowners associations (HOAs) and the decision-making processes of HOA boards. Here are a few main reasons why board packets are extremely important:

1. Improved Information Sharing – Board packets consolidate critical information, ensuring all board members have equal access to the same data and updates. This increases consistency and clarity in talks and decision-making.

2. Transparency—Board packets enhance HOA transparency by incorporating financial reports, operational updates, and legal documents. Board members and others may evaluate relevant facts, building confidence and accountability.

3. Efficiency during meetings—These documents allow board members to evaluate information beforehand, streamlining discussions during meetings. This leads to more productive and focused meetings, making the most of everyone\’s time.

4. Accountability: By including written records and reports in board packets, board members may hold themselves and others accountable for choices and actions made within the HOA.

5. Historical Reference: These documents record previous board decisions, conversations, and actions. This continuity promotes consistency and informed decision-making across time.

What\’s Included in a HOA Board Meeting Packet?

Boards rely on data from board packets to run meetings effectively and make sound decisions. As a result, your board package must have up-to-date, high-quality information so that boards can get value from it. The following are the major components that should be included in a board packet. However, they may differ based on each community\’s needs and particular circumstances. Here are some of the components to include in the board meeting packet:

1. Architectural Change Request Status

Architectural change request reports are vital documents that detail any proposed alterations or additions to the community\’s architectural elements. These reports typically include information such as the nature of the proposed changes, drawings or blueprints, impact assessments on the community\’s aesthetics or property values, compliance with HOA regulations and guidelines, and recommendations from the architectural review committee. Including these reports in the board packet allows board members to review and approve or deny architectural changes based on their impact on the community\’s overall design and standards.

2. Resident Complaint Reports

Next, we can include the Resident complaint reports. It documents any grievances or issues homeowners raise within the community. These reports may cover various topics, including noise complaints, property maintenance concerns, disputes between neighbors, violations of HOA rules or regulations, and more. Including resident complaint reports in the board packet enables board members to promptly address and resolve community issues, fostering a harmonious living environment for all residents.

3. Maintenance Projects and Progress

Maintenance request reports provide an overview of ongoing maintenance activities within the community. This includes both completed maintenance tasks and those still in progress. These reports outline the nature of maintenance requests, timelines for completion, cost estimates, contractor information, and any follow-up actions required. Including these reports in the board packet allows board members to track maintenance efforts, allocate resources effectively, and ensure that the community\’s infrastructure and amenities are well-maintained.

4. Vendor Contracts and Proposals

Vendor contracts and proposals encompass agreements with external vendors or service providers hired by the HOA for various purposes, such as landscaping, security, maintenance, and repairs. These documents outline the terms, scope of work, pricing, warranties, insurance coverage, and other pertinent details related to vendor services. Including vendor contracts and proposals in the board packet enables board members to review contractual obligations, assess vendor performance, evaluate cost-effectiveness, and make informed decisions regarding vendor selection or renewal.

5. Agenda

The agenda is crucial to a board packet, detailing the HOA meeting\’s main issues and allowing directors to suggest new agenda items. It should clearly explain the major issues and objectives discussed throughout the meeting, allowing directors to stay focused and productive. A well-written agenda sets the tone for the meeting and allows for effective time management by assigning suitable periods to each agenda item.

6. Previous Meeting Minutes

Including prior meeting minutes in the board packet is critical for ensuring continuity and responsibility within the HOA board. These minutes record prior decisions, actions, and conversations from the previous meeting. Board members can study the minutes to refresh their memory on the subjects covered, follow up on action items, and ensure that any outstanding issues are handled at the current meeting.

7. Financial Report

The financial report is essential to the HOA board packet since it gives a complete picture of the organization\’s financial health and performance. This report covers essential financial figures, which provide information about the company\’s assets, liabilities, revenues, costs, and cash flow.

8. Board Committee Reports

HOA Board Committee Reports are crucial for informing board members about specific committee activities and initiatives. Committees such as landscaping, social, finance, and architectural provide updates on their ongoing projects, accomplishments, challenges, and recommendations. These reports offer insights into each committee\’s contributions to the community goals, allowing directors to make informed decisions and approve suggestions that align with the HOA\’s objectives. Including committee reports in the board packet ensures transparency, accountability, and effective management of key areas within the community.

Tips to Create an Effective HOA Board Packet

A well-curated board packet is critical for successful board operations and governance. Here are some suggestions for creating a helpful board pack for the board of directors at your next community meeting:

1. Identify Key Performance Indicators (KPIs)

To ensure the effective management of HOAs, it\’s crucial to identify key performance indicators (KPIs) that accurately reflect the community\’s health and success. Here are some KPIs you can track:

  • Maintenance Response Time – Provides insights into how promptly maintenance requests are addressed to help maintain property values.
  • Collection Rate – This measures the percentage of HOA dues payments that are submitted on time. A high collection rate indicates strong financial management and member compliance.
  • Monitoring Compliance – Maintaining compliance with regulations is essential to avoid legal issues and ensure adherence to HOA rules and local laws.
  • Vendor Performance: Evaluating the performance of vendors such as landscapers, maintenance crews, and property managers ensures quality service delivery and cost-effectiveness.
  • Member Satisfaction: Surveys can help you understand member satisfaction with HOA services, communication, and the overall community experience.
  • Architectural Review Turnaround Time: Measures how quickly the community reviews and approves architectural change requests from residents.
  • Community Engagement: Tracking participation in HOA meetings, events, and committees can help you see how engaged the community is.
  • Emergency Preparedness: Evaluating readiness for emergencies such as natural disasters or security incidents.

These KPIs collectively contribute to the efficient operation and overall well-being of HOAs, facilitating informed decision-making and proactive management strategies.

2. Include Forward-Looking Information

Moreover, incorporating forward-looking information in board packets is crucial for strategic planning and risk management within HOAs. This includes analyzing impending community association trends and legal changes, which can help the community proactively anticipate and address potential issues. This proactive approach ensures that HOAs stay abreast of developments, mitigate risks, and capitalize on favorable conditions for sustainable community growth and prosperity.

3. Know Your Audience

Understanding your audience is critical when producing board packs. With their different experiences and skills, board members have distinct information requirements and preferences. Tailoring the information to meet their expectations promotes engagement and successful decision-making. Consider the board\’s makeup, including industry expertise, financial acumen, and strategic goals. Depending on their knowledge of the subject, determine the amount of detail and complexity of the material.

4. Concise Summaries

Concise summaries in board packets are critical for communicating complicated information in a simple and consumable manner. These summaries simplify key ideas, results, and insights from lengthy reports, allowing board members to rapidly understand critical information and make educated choices. Effective summaries emphasize essential information such as Architectural approvals or rejections, work order updates, vendor contract updates, resident complaints, and rule violations created and resolved. They give the reader a picture of the most essential information without overloading them with extraneous details. 

Furthermore, summaries employ simple language, eliminate terminology, and prioritize information according to its importance and influence on decision-making. They are valuable tools for steering conversations during board meetings, concentrating attention on critical issues, and promoting efficient decision-making processes.

5. Timely Distribution

The timely delivery of board packs is crucial to ensure that board members have enough time to study documents before meetings properly. By distributing board packets well in advance, usually 7-10 days before the meeting, you provide board members enough time to process difficult information, ask questions, and prepare relevant responses. It also increases efficiency during meetings, as board members arrive prepared and informed, resulting in more focused conversations and effective decision-making. In addition, It exhibits an appreciation for board members\’ time and dedication, establishing a transparent and accountable culture inside the business. However, Management companies should consult with each individual community\’s governing documents to understand when board packets need to be distributed and how.

How to leverage technology in making HOA Board Meeting Packet

Technology may greatly improve the development and dissemination of HOA board meeting packets. Here are various methods to achieve this effectively:

1. Generate Operations-Specific Reports

Modern HOA management software provides powerful features for creating operations-specific reports suited to each HOA\’s needs. These reports may include maintenance schedules, vendor contracts, project updates, and community efforts. Using technology, the HOA board may swiftly prepare complete reports, ensuring that board members can access timely and relevant information.

2. Generate Financial Reports

Financial reporting is an integral part of HOA board meetings. Technology facilitates the automatic creation of financial reports such as balance sheets, income statements, Budget comparisons, and reserve fund updates. Automated reporting assures accuracy, consistency, and timely financial insights, allowing board members to make educated decisions about budgeting, investments, and financial planning.

3. Distribute Board Packets through Email Communication

Email communication is a popular and effective way to distribute board packets to HOA board members. With technology, community managers may securely deliver board packets as email attachments, ensuring that board members receive necessary materials on time. Furthermore, email contact enables simple tracking of delivered packets and follow-up on any unresolved issues or feedback.

4. Store Board Packets in a Document Library for Future Reference

One of the most significant benefits of technology is the capacity to store board packets in a centralized document library. Cloud-based document management systems offer a safe and easily available location for keeping board packets, meeting minutes, and other essential information. Community managers ensure that board members have access to prior packets for reference, historical tracking, and decision-making continuity by putting them in a document library. Furthermore, restricting access to board members ensures secrecy and security.

5. Solicit Feedback through Surveys

Technology makes it easier to get input from board members through questionnaires. Online survey tools enable community administrators to construct personalized questionnaires to get input on the success of board packages, meeting content, and general communication methods. Survey responses help identify areas for improvement, resolve issues, and improve the quality of future board packages and meetings.

6. Training and Support

Training and assistance are critical components of using technology effectively for HOA board meetings. Provide board members with extensive instruction on successfully utilizing digital tools, document management systems, and communication platforms. This training should include navigating software interfaces, obtaining board meeting packets, utilizing collaborative tools, and maintaining data security. In addition, provide continuing support and resources, such as user manuals, FAQs, and helpdesk support, to resolve any emerging queries or difficulties.

Creating HOA Board Packets that Wow

Ultimately, creating board packs that leave a lasting impression on your boards requires careful preparation, attention to detail, and modern technologies and tactics. By following the instructions in this article, you may improve the quality and efficacy of your board packets. Implementing these best practices demonstrates professionalism, efficiency, and a dedication to quality in HOA administration, resulting in more productive and effective board meetings.

HB24-1233

Two years after Colorado implemented HB22-1137 to address communication regarding a unit owner’s delinquency in paying assessments, fines, and fees, the state introduced new modifications with HB24-1233.

These updates, which go into effect on August 7, 2024, aim to protect homeowners and boost transparency within associations. They also mandate associations use additional communication methods to notify unit owners of delinquencies. In this blog article, you’ll discover what these new requirements mean for your association and how to get ready.

HB24-1233 Homeowner Communication Requirements

In June 2022, a law required HOAs to notify unit owners via mail, text, or email, send the notification in the preferred language, allow owners to designate a contact for communications, and maintain records of all communications about delinquencies. On June 3rd, 2024, the Colorado Governor approved new mandates for associations to inform unit owners about delinquencies. These new requirements specifically focus on communication methods. The new law goes into effect on August 7, 2024. 

Important changes in HB24-1233 include:

  • HOAs must now contact a unit owner or their designated contact through two methods instead of one. Communication methods include phone call, text message, or email.
  • HOAs can charge unit owners if they want to receive notices or documents via certified mail.
  • Allow HOAs to contact the owner or designated contact via phone using the number that the HOA has on file. 
  • The previous requirement for HOAs to physically post a notice of a homeowner’s delinquent account on their unit has been eliminated.

How to Prepare for Changes Required by HB24-1233

With just a month left to comply with the new law, here are some steps you can take to stay prepared:

1) Update Your Communication Policies

It’s important to update your HOA’s communication policies to adapt to the new requirement for contacting delinquent unit owners or their designated contacts. Make sure your communication policies allow for reaching out using at least two methods from the following options: phone call, text message, or email. Having multiple ways to communicate with homeowners ensures that important messages are received and creates a more transparent environment.

2) Verify Resident Contact Information

Next, you want to ensure that the HOA has accurate and up-to-date contact information for all unit owners and their designated contacts. This includes phone numbers, email addresses, and any preferred methods of communication. Accurate information is crucial to sending your residents updates about delinquency, emergencies, or community information. 

Once resident information is up to date, how do you continue to ensure the accuracy of the contact information? That’s where a regular review system comes in. You can periodically remind residents through automated communications to review and update their contact information by giving them access to a resident portal where they can make these changes on their own. Implement a robust system for regularly updating contact information to maintain accuracy. Encourage residents to provide multiple forms of contact to ensure they can be reached under any circumstances.

3) Check You’re Still in Compliance with HB22-1137 (previous law)

While many requirements from the original law remain unchanged, confirming that you’re still meeting them is crucial. These include allowing unit owners to choose a different language to receive their communications in, designating a contact person, and maintaining communication records. It’s essential to verify that your methods still comply with these requirements.  

4) Staff Training and Documentation

Train HOA staff and board members on the new communication protocols for contacting unit owners about delinquent payments. Ensure staff are well-versed in handling various communication methods and documenting each attempt. Some communication platforms that are designed for the HOA industry will automatically track email opens, phone calls, and text message delivery.  It’s important to ensure your software platform can track this automatically to save time for your team to focus on more important community matters. 

5) Communicate Changes with Homeowners 

Communicate the upcoming changes to all unit owners well before the effective date of August 7, 2024. You can use various channels, such as email, mail, and community meetings, to keep everyone informed.

In your communications, it’s a good idea to explain the new requirements, why these changes are occurring, and how they will impact the unit owners.  

If your association plans to charge unit owners for sending out mailed notices or documents through certified mail, it’s important to communicate that update.  

You can inform homeowners about these changes through:

  • The community website
  • Their preferred communication methods (email, phone, text)
  • Notices on the resident portal
  • Notices on common areas like the community clubhouse or main office

6) Consult with your community association lawyer

Be sure to discuss the more complex details of HB24-1233 with your lawyer and how it impacts your association.

How Pilera can help you comply with HB24-1233

Automate Communications

PileraConnect is our comprehensive communication suite designed to streamline your interactions with residents. Whether it’s routine updates or emergency alerts, you can automate messages via phone, email, text, or postal mail to homeowners and their designated contacts.

Resident Communication Preferences

In accordance with HB24-1233, associations are now required to communicate with residents through two different methods instead of one. The most effective way to gather accurate resident contact information is to let them choose their preferred communication channels.

Invalid Communication Report

Having the most accurate resident information is essential for ensuring your messages reach residents. Pilera offers an automated monthly invalid communication report highlighting invalid email addresses and phone numbers, enabling you to correct them. Additionally, you can access a list of residents, their preferred communication methods, and contact errors like bounces or unsubscribes on demand.

Language Translation 

The original law requires associations to provide residents the option of receiving messages in their preferred language.  With PileraConnect, residents have the flexibility to select their preferred language for text and email messages from over 100 options. They can also opt to receive phone calls in either English or Spanish.

Confirm Message Delivery

The original law requires associations to keep track of every contact made to a resident about delinquency. With PileraConnect’s message center, managers can effortlessly view a list of recipients, delivery methods, and confirmations. Instantly check if an email was delivered, bounced, or replied to. You can also check if a text message was received; or if a phone call was answered live or went to voicemail. The message center also logs the content of each message you send. 

Track Resident Email Replies 

PileraConnect lets you track email replies from any outbound communication initiated through our platform. With the Message Inbox feature, you can quickly search for replies from residents, ensuring no conversation is lost during staff turnover or when out of the office.

One month left to comply with HB24-1233

Schedule a Consultation to Stay Ahead

With just a month remaining to meet the new requirements of HB24-1233, it’s crucial to stay prepared. Additionally, it’s important to have a plan to start communicating about delinquencies to residents. One significant change is the requirement to contact residents in two ways, so it’s essential to have a communication platform that offers multiple methods and allows residents to choose how they want to hear from you.  If you’d like to learn more about how Pilera can help you comply with the updated law requirements, schedule a 15-minute discovery call. 


About Pilera

Pilera Software is a CRM custom built for the community association industry and has helped thousands of community managers enhance communications, improve customer service, and manage compliance.

HOA Conflict Resolution

Community conflicts, whether over budgets, architectural designs, or rules, are often inevitable because of diverse perspectives.  When conflicts arise, it’s important to handle them with a constructive and empathetic approach approach. By adopting best practices for your community, many conflicts can be resolved or minimized. Regardless of whether you are brand new to the board or a seasoned member of the board, you may find it challenging to identify the best way to resolve a conflict. In this article, we’ll provide you with practical tips for effectively resolving conflicts in your HOA and how you can leverage technology to keep track of interactions and how conflicts were handled for future improvements.

Types of conflicts that may arise in HOA communities

Several conflicts may arise in HOA communities. These include:

1. Communication Breakdown

People have different ways of interpreting messages. People may neglect or forget things said or written about a topic, which results in losing important information. Furthermore, depending entirely on one-way communication can restrict the community and lacks the ability to provide important feedback to the board. When there is a lack of good two-way communication, all parties involved may grow irritated, making HOA community administration even more complex and leading to conflict.

2. Boundary Issues

HOAs frequently deal with land boundary issues, including property borders. Residents may be unsure of common or shared property borders and their lines near neighboring properties. This ambiguity can lead to disputes, particularly over encroaching tree limbs, which are a regular source of contention among community members.

3. Noise Complaints

Dealing with noise complaints may be very challenging, especially if homes are in close proximity or in condominiums. The resulting tension can build up quickly. It’s important for HOAs to establish clear criteria for acceptable noise levels during scheduled quiet hours and social activities. By implementing these standards consistently and fairly, HOAs can foster a serene living atmosphere that not only maintains peace but also strengthens the bonds among residents. 

4. Amenity Use

Amenities like the swimming pool, sauna, and gym are major draws for homeowners. However, challenges can arise when people misuse these facilities. Such activity can cause property damage, lowering property values and requiring costly HOA-funded repairs. Furthermore, homeowners may be discouraged from enjoying these facilities if others do not respect the shared areas, disrupting the harmony and community spirit that should define neighborhood living.

5. Financial Disagreements

Financial issues within a HOA community can develop for various reasons, including budget distribution, fee hikes, and special assessments. When people differ on financial matters, it can lead to tension in the community. Some may advocate for more prudent spending to keep fees low, while others may prioritize investing in upgrades or upkeep. These issues can develop if not addressed openly, creating dissonance among homeowners and straining ties with the HOA board.

Impact of Unresolved Conflicts on the Community

Unresolved conflicts within a community can negatively influence its overall well-being. They can cause greater stress, damaged relationships, and decreased trust among community members. Thus, conflict resolution must be handled swiftly and efficiently to create a healthy and prosperous community. Let’s discuss some of the impacts of conflicts on the HOA community:

  1. Increased stress and tension from the uncertainty and discomfort that arise from continuous conflicts.
  2. Decreased sense of safety and security as a result of anxieties about future confrontations or escalations over unresolved issues.
  3. Adverse effects on creativity, cooperation, and overall community productivity.
  4. Residents may find it difficult to participate in community activities when there are constant tensions.
  5. Delayed decision-making, which can impact community governance.
  6. Strained relationships and connections between residents can hinder attempts to create a sense of unity.

Proactive measures to prevent conflicts

The key to creating a healthy and successful community is to proactively prevent disagreements before they have a chance to grow. Being proactive, rather than reactive, not only keeps conflicts to a minimum but also boosts your efficiency. On the flip side, reacting to issues as they arise can drag down productivity. Let’s dive into why staying one step ahead is always the better strategy:

  • Proactive measures prevent conflicts from escalating.
  • Preemptive action fosters community harmony and cohesion.
  • Addressing issues early avoids long-term resentment.
  • Proactivity promotes a positive and supportive community environment.
  •  Preventing conflicts saves time, resources, and emotional stress.
  • Proactive communication builds trust and understanding among residents.
  • Reactivity may exacerbate conflicts and lead to further complications.
  • Being proactive demonstrates effective leadership and community management.

Now, let’s discuss some of the proactive measures HOA members should take to prevent conflict:

1. Clear Communication Channels

Creating clear and open communication channels throughout the community encourages openness and eliminates misunderstandings. It’s vital to inform residents about critical developments, policies, and future activities through frequent messages, community meetings, and other digital channels residents use.

2. Conflict Resolution Training

Your HOA community can hold conflict resolution training. Conflict resolution training for community leaders, HOA board members, and homeowners gives them the ability to resolve issues constructively. Training sessions might cover active listening, empathy, problem-solving approaches, and negotiating skills.

3. Written Policies and Procedures

Creating and implementing written standards and procedures for common spaces, noise levels, pet regulations, and other possible causes of conflict helps establish clear resident expectations. These policies should be adequately conveyed and applied to all community members.

4. Mediation and Dispute Resolution Services

Mediation is always one of the best conflict resolution methods. Offering mediation and dispute resolution services in the community offers homeowners a neutral platform for resolving problems peacefully. Trained mediators may encourage constructive conversations, uncover root causes, and assist parties in reaching mutually acceptable solutions.

5. Community Activities

Organizing community-building activities like social meetings, volunteer initiatives, and neighborhood events helps homeowners to form healthy relationships. Strong social connections and a sense of belonging lessen conflict and foster a positive communal environment. 

HOA Conflict Resolution Tips

Unresolved disputes can damage long-term relationships among neighbors. They can impact board members’ responsibilities and cause other owners to take sides. Simply, disagreements may split a community. Here are some strategies for addressing HOA conflicts:

1. Listen Actively

Active listening is a valuable ability for conflict resolution and efficient communication. Active listening is about thoroughly interacting with the speaker to grasp their thoughts, feelings, and viewpoints. In addition, it promotes trust, empathy, and effective communication, creating the groundwork for constructive conflict resolution and developing better connections within a community or during any interpersonal conflict.

2. Find Common Ground

Next, try to find common ground to ease the problem-solving process. Finding common ground is critical in resolving problems and fostering understanding among people with opposing viewpoints. It entails determining common interests, principles, or goals that both sides may agree on. Concentrating on their commonalities can help people overcome gaps and collaborate to find mutually beneficial solutions.

3. Brainstorm Solutions

Brainstorming solutions is a dynamic activity that fosters creativity, cooperation, and invention while resolving problems or addressing difficulties. It entails coming up with a range of ideas, understanding diverse points of view, and assessing alternative solutions to choose the most successful path of action.

4. Negotiate Fairly

Negotiating fairly is an essential component of dispute resolution and decision-making processes. It entails engaging in conversations and striking fair agreements, considering all parties’ demands and interests while promoting mutual understanding and respect. During discussions, seek common ground and consider new ideas that address underlying interests. Avoid using coercion and instead opt for a collaborative and cooperative approach.

5. Follow Through

This is the last phase of solving the conflict. Following through is critical in conflict resolution to ensure that agreements and promises are kept. It involves carrying out the agreed-upon activities, keeping promises, and making required revisions or adjustments as agreed.

How to use Technology for Empathetic Communication & Resolving Conflicts

HOA management technology can provide you with a suite of tools designed to enhance empathetic communication and deepen relationships within your community. With this technology, you can bridge communication gaps, navigate challenges, and cultivate empathy in every interaction with your community members as you overcome conflicts.

Let’s discuss how you can use Technology to communicate with empathy, build stronger connections, and reduce conflicts:

1. Personalizing Messages with Mass Notification Tools

Even when using Mass Notification methods, it is important to customize messages to demonstrate empathy. With technology, you can maintain a courteous but firm tone to explain the reasoning for regulations or choices. Using a personable but firm tone helps display that homeowners’ concerns are being recognized and heard, fostering understanding.  

Through Pilera’s communication tool, you can send phone calls, emails, postal mailing, and text messages across your community based on resident preferences. You can also create message templates, which helps to create a consistent message that your team members can use when communicating with the community.

2. Language Translation

Language translation is essential for promoting empathetic communication, particularly in diverse populations. Language translation tools can help ensure that residents not only receive messages but can understand them. In today’s multicultural society, language translation in communication technologies is critical for fostering empathy and overcoming cultural gaps.

With Pilera’s communication tool, residents can choose their preferred language to receive emails and text messages in. Additionally, residents can choose Spanish for phone calls.

3. Incident Tracking

When conflicts arise in the community, maintaining a detailed log of the incident, the severity, any interactions with residents, and how the conflict was resolved is important. By documenting these patterns, you can spot recurring patterns, identify the most frequent type of disputes, and understand the resolution timeframe. This knowledge helps you to come up with creative solutions to minimize future conflicts and improve community harmony.

With Pilera’s Incident Dashboard, you can keep track of incidents and how they were resolved. Here’s how the Incident Dashboard feature can help:

  • Track incidents at the occupant or the unit-level
  • Collaborate with other team members within the incident ticket and receive email updates.
  • Create custom categories to organize the type of incidents you need to track.
  • Assign the incident ticket to a manager or board member (with manager permissions) for follow-up.
  • Filter through your incident tickets based on assignment, category, dates, and more.
  • Track key metrics through visual charts and identify trends.

4. Knowledge Base

Conflicts often stem from differing opinions on community rules or simply from residents not being aware of existing guidelines. To bridge this gap, consider developing a searchable knowledge base that acts like an FAQ for your community. When crafting this resource, explain each rule and its purpose, use clear and straightforward language, and incorporate searchable keywords. Through a knowledge base, residents can quickly find and understand the information they need, and can help minimize conflicts.

With Pilera’s Knowledge Base feature, you can add an unlimited number of help articles and tag them for simple searching. Residents can quickly find the answers they’re looking for by either searching with keywords or selecting relevant tags.

5. Event Invitations

Next, you can use technology to distribute event invites and bring the community together. Events, such as board meetings or social gatherings allow residents to meet, exchange experiences, and form connections, promoting empathy and a sense of belonging.

With Pilera’s community calendar feature, you can organize events into different categories (such as board meetings, maintenance, social activities), allow residents to view upcoming events, and invite residents through email notifications.

6. Feedback Mechanisms

Feedback is crucial in the conflict-solving process. That’s why feedback mechanisms are critical for promoting sympathetic communication in a society. Community leaders demonstrate responsiveness and appreciate their ideas by soliciting input from locals via surveys or digital channels. In addition, analyzing feedback helps to find areas for development, resolve problems, and build confidence and openness.

Pilera also provides forms, surveys, and e-Voting to help you get a pulse on what’s most important to your community. You can add custom questions, distribute the survey to residents, and receive instant results through a sortable table or visual charts. If you’d like to learn more about surveys, please contact [email protected].

7. Discussion Platforms

Community-only Discussion platforms allow members to engage in meaningful conversations with other residents without exposing confidential information to the public like other social media platforms. A discussion forum enables residents to discuss their opinions, ask questions, and voice concerns. Moderators play an important role in ensuring that conversations are constructive and courteous. They observe conversations, intervene when disputes emerge, and promote positive dialogue. Discussion forums encourage openness, build a feeling of community participation, and allow members to participate in decision-making processes actively.

Through Pilera’s discussion board feature, residents enjoy a dedicated space to engage in conversations across a spectrum of community-related topics. This community-only platform ensures that boards and managers can encourage positive interactions while safeguarding confidential information. Moderators of the discussion board can oversee conversations and track popular discussion topics through custom categories.

Resolve Conflicts & Improve Community Cohesion

Conflict resolution and compassionate communication are critical for creating a harmonious and healthy HOA community. Following these dispute resolution recommendations, homeowners associations can foster a supportive atmosphere where people feel heard, appreciated, and respected. In addition, unresolved disagreements can have a negative impact on community well-being, including greater stress, a lower sense of safety, productivity concerns, poor governance, and strained relationships. As a result, it is critical to take proactive steps to prevent disputes from growing and to manage them quickly and effectively when they do emerge. Furthermore, using technology for empathic communication improves community connections and overall satisfaction. By combining technology with effective dispute-resolution tactics, HOAs can foster empathy, enhance community relationships, and create a comfortable living environment for all residents.


About Pilera

Pilera Software is the premier community and property management suite that has helped thousands of community managers and back-office personnel enhance communications, improve customer service, and manage compliance and operations. May we help your community achieve these success storiesContact us to see how Pilera’s community management suite can help your company.

New Condo and HOA Law have passed, impacting Florida Condo and HOA Communities.   Here’s what you need to know about HB1203 and HB1021.

Florida condo and HOA residents and board members remember when Chapter 17 went into effect in January 2019.  At that time, it required that all condominium communities managing more than 150 provide a website. New legislation (HB1203) has passed in the Senate that states all HOA communities with 100 or more parcels must provide a digital copy of specified documents by January 1, 2025.  HB1021 requires Condos with 25 or more units to have a website by January 1, 2026.    There’s more than enough time for your community to prepare, but we recommend you do your research now and avoid scrambling at the last minute!

What are the requirements in regards to sharing official community documents (HB1203)?

  • HB1203 states that associations with 100 or more HOAs, effective January 1, 2026 maintain a digital copy of certain official records for download on the association’s website or through an app on a mobile device.
  • Make a copy of records or the records available that are subpoenaed by a law enforcement agency within five days of receiving the subpoena.
  • Maintain official records for at least seven years, unless the association’s governing documents require a longer period of time.
  • This law also requires that rules and covenants, and updates to those documents must be made available to residents.

What are the new requirements for HB1021?

HB1021 will also require digital access to documents beginning January 1, 2026.   
  • Condominium associations with 25 units or more will be required to maintain specified records available for download on the association’s website or by a program on a mobile device.  
  • Requires associations to maintain additional accounting records (such as, invoices and other documentation that shows any receipt or expenditure).  A condominium association may satisfy a request for access to records by making the records available for download on the association website.  
  • Includes criminal penalties if an association refuses to release or if it destroys official documents. 

How to stay ahead of HB1203 and HB1021

Identify the needs of your community website.

1. Define Goals and Objectives: Start by clearly defining the purpose of the website. Determine what you want to achieve with the new website.  In addition to providing the platform for sharing required documents (HB1203 and HB1021), think about how else you want to improve communication.

2. Gather Requirements:   Get input from HOA board members, property managers, residents, and any other relevant parties. Identify the features, functionalities, and content that the website should include to meet the needs of the community.

3. Select a Website Platform:  Research your options for community websites and portals.   Many vendors today offer complete CRM and portals with secure login access. In addition to providing access to documents, you can also manage your rule violations, maintenance requests and automated communications. 

4. Ongoing Maintenance and Updates: Establish a plan for ongoing maintenance, updates, and improvements to keep the website current and relevant. Assign responsibilities for website management and uploading and communicating when required documents are available.

Now you know your general requirements. How do you decide if you want a community website, or a resident portal?  What are the differences?

Community websites and resident portals serve similar purposes in providing information and facilitating communication within a community.  However, there are key differences between the two that may influence your decision on which option to choose:

1. Scope and Functionality:

  • Community Website – A community website typically serves as a public-facing platform that provides general information about the community. Information includes history, amenities, events, news updates, governing documents, and contact information. It may also include features such as photo galleries, community forums, and directories.
  • Resident Portal – A resident portal is a secure online platform that is accessible only to residents of the community. It focuses more on providing personalized services and features that cater to the needs of residents. Features like online payment processing, maintenance requests, event registrations, community directories, document management (e.g., accessing HOA documents), and communication tools (e.g., message boards, email notifications).

2. Audience and Access Control:

  • Community Website – A community website is typically accessible to the public, including residents, prospective homebuyers, and external stakeholders. It serves as a marketing tool to promote the community and provide information to a broader audience.
  • Resident Portal – A resident portal is accessible only to registered residents of the community who have login credentials. It provides a secure environment for residents to access personalized services and interact with community-specific information and resources.  Providers such as Pilera offer password-protected websites that allow boards and residents to securely access important documents.

3. Integration with Management Systems:

  • Community Website – A community website may integrate with management systems used by the community to update content, manage events, and disseminate information. However, it may not offer the same level of integration with resident-specific services and functionalities.
  • Resident Portal – A resident portal is often integrated with management systems to provide seamless access to resident-specific services, such as online payments, maintenance requests, and amenity reservations. This integration streamlines administrative processes and enhances the user experience for residents.

4. Communication and Engagement:

  • Community Website – A community website may serve as a platform for one-way communication, such as posting announcements, newsletters, and community updates. While it may offer features for community engagement, such as forums or comment sections, the level of interaction may be limited.
  • Resident Portal – A resident portal fosters two-way communication and engagement between residents and community management. It provides tools for residents to communicate with each other, participate in discussions, and collaborate on community initiatives. It also enables community managers to communicate directly with residents and gather feedback in real-time.

When deciding between a community website or portal, consider factors such as the specific needs and preferences of your community, the desired level of access security, and the available budget and resources. In some cases, a combination of both may be the most effective solution to meet your community’s needs.

What are the benefits to having a website or portal for my community?

Offering a community portal or website can bring numerous benefits to both the community management and its residents. Here are some of the key advantages:

1. Improved Communication – A community portal or website serves as a centralized platform for disseminating information, announcements, newsletters, and updates to residents. It allows for efficient communication between management and residents, reducing the reliance on traditional methods such as printed newsletters or bulletin boards.

2. Enhanced Accessibility – A digital platform makes information easily accessible to residents anytime, anywhere, using their computers, smartphones, or tablets. Residents can access important documents, event calendars and community news without the need to visit an office or attend meetings.

3. Increased Transparency – Portals or websites promote transparency by providing residents with access to important community documents. Documents such as governing documents, meeting minutes, financial reports, and maintenance records. This transparency builds trust and confidence among residents and fosters a sense of accountability within the community.

4. Streamlined Processes – Online portals can streamline administrative processes for both residents and community management. Residents can submit maintenance requests, reserve amenities, make payments, and access important forms and documents online, reducing the need for paper-based transactions and manual processing by staff.

5. Enhanced Community Engagement – Portals or websites facilitate engagement among residents with features like discussion forums, message boards, calendars, and surveys. Residents can connect with their neighbors, participate in community events and initiatives, and contribute to discussions on community matters.

6. Cost Savings – Transitioning communication and administrative tasks to digital, can offer cost savings associated with printing, postage, and staff time. Online portals can also help reduce errors and inefficiencies in manual processes, which leads to overall cost savings for the community.

7. Improved Satisfaction and Retention – Providing residents with convenient access to information and services through a portal or website can lead to higher satisfaction levels and increased resident retention. Residents appreciate the convenience and transparency offered by digital platforms, leading to a positive perception of the community management.

8. Data Analytics and Insights – Online portals can provide valuable data and insights into resident preferences, behavior, and engagement patterns. Community management can use this data to tailor communication strategies, identify areas for improvement, and make data-driven decisions to better serve the needs of the community.

About Pilera:

At Pilera, we offer a one-stop solution tailored to assist communities in seamlessly complying with these new laws and regulations. With singular dedication to serving HOA and condo communities, we provide a full suite of services designed to manage all aspects of community operations.   From secure, password protected access to websites and portals, the ability to post documents that can be restricted by role for added security, as well as additional solutions that help communities not only comply but build better relationships with residents.  Pilera offers a complete solution to address the evolving needs of modern communities. With our expertise and specialized focus, we empower communities to navigate regulatory changes with confidence.

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