Module 1: 
Class 1: Community Association Management 101: The Basics 
The things you need to know to begin a career managing Homeowners Associations
Overview of the community management industry
    • Role and responsibilities of a community manager
    • Basic structure of associations  
    • Legal formation of community associations
    • Formation and structure of a Board of Directors

Class 2: The Board of Directors and Committees
Who they are, what they do and what you do for them
    • Jobs of Board members and volunteers
    • Election/appointment processes and terms of office
    • Reasons for becoming a Board member
    • Working with diverse personalities and agendas
    • Managing volunteer committees

Class 3: Residents, Customer Service and Difficult People
The daily work of managing residents and the tasks they generate
    • Common issues and complaints in community management
    • Tools for handling issues and resolving problems
    • Understanding residents’ customer service needs
    • Tools and methods for working with residents individually and in groups
    • Perspective on long-term community management

Module 2:
Class 4: Get it Done!
Find, prioritize, schedule and act!
Organizing oneself and handling paperwork and communications
    • Finding the documents you'll need to manage and answer incoming communication
    • Prioritizing tasks and deadlines using a Master Calendar
    • Using action lists for daily tasks
    • Developing problem-solving skills and a “Get it Done!” attitude

Class 5: Service Providers
The people who get things done for you and your communities
     • Types of service providers and their roles
     • Manager’s relationship with service providers
     • Types of contracts (fixed-fee, time and material)
     • Licenses, insurance, and the manager’s responsibilities
     • Managing and evaluating service providers
     • Service orders and RFPs
     • Ethical considerations in manager-service provider relationships
 
Class 6: Board meetings
That thing you do: Preparing for and attending meetings of the Board of Directors
       • What to expect at meetings (regular and executive sessions)
       • Manager’s participation and basic meeting terms
       • Taking minutes and preparing Board packets
       • Organizing work around Board meetings
       • Handling situations when meetings go off-track

Module 3:
Class 7: Financial statements, budgets and reserves
And overview of financial statements and information for community managers

 Understanding financial management in community associations
       • Basic financial terms (balance sheet, assets, liabilities, FYE, GL)
       • Types of financial statements (cash-based, accrual, modified accrual)
       • Reviewing community statements for irregularities
        • Budget preparation and the manager’s role
        • Working with budget committees
        • Budget timelines, preparation and presentation
        • Reserves, reserve studies, financial reviews, and taxes
 
Class 8: Administration and communication
The daily administration of community associations and creating effective communications
The manager's administrative responsibilities having to do with...
         • Board meetings
         • Committees
         • Hearings
         • Violations
         • Insurance claims
         • Resales
         • Membership notices
         • Minute-taking
         • Violation procedures
         • Processing architectural variances          
         • Writing effective communications
 
Class 9: Managing incoming communication, managing your stress and Work Ethics for managers
Prioritizing incoming communication, managing the stress that comes with the job and keeping the ethical compass in the right direction   
        • Differentiating between urgent and important issues
        • Scheduling less important tasks and using voicemail and auto-response tools
        • Stress management and maintaining professional detachment
        • Recognizing self-inflicted stress
        • Learn to compartmentalize and de-personalize
        • Maintaining professional detachment
        • Ethical business behavior: Values-based attitude
        • Honesty and integrity is paramount
        • Keep your ethical compass pointed in the right direction at all times
        • Honesty and integrity mean credibility = Your professional reputation