IMAGINEERS LLC

This summary specifies the basic minimum professional service standards that every association managed by Imagineers can expect when "full scope" management services are provided.  These basic property management standards are a part of our "core" service delivery to ensure the quality and consistency of our services. 

• The annual budget will be drafted 30-60 days prior to the end of the fiscal year, or at an earlier time if that has been agreed to with a particular client board.
• The budget will be annotated; that is, a narrative explanation of each line item will be attached to the budget page itself. The narrative will be written in such a way as to be comprehensible to someone who had not seen the budget previously.
• Monthly financial statements will be carefully reviewed by the manager each month before they are provided to clients. Monthly financial statements will be distributed to clients in a timely and consistent manner, which is acceptable to that board.

• Unless otherwise negotiated in the management contract, each community will be visited by its manager at least once per week. Part of each week's visit will be devoted to looking for items in need of preventative maintenance, repair or correction.
• Managers will offer to do complete walk-throughs with board representatives twice annually in order to create a mutual understanding of general maintenance needs.
• Managers will accept responsibility for the efficient distribution of all service requests. The effect of this supervision will be to ensure that each homeowner who makes a service request is responded to within a reasonable time frame.

• Managers understand that, in spite mid-month interaction with individuals on the board, the monthly board meeting is the only time Imagineers meets with all of those who represent the other party on our management agreement. Consequently, each board meeting is a special opportunity to communicate effectively and help make prudent decisions. Managers will devote sufficient time to board meeting preparation in order to make the most of that opportunity.
• Managers will use both their laptop computer and aircards at each board meeting.
• Action Points will be taken at every board meeting using the Property Management program.
• Action Points will be distributed within 48 hours of each board meeting to the administrative assistant assigned to the community and to all others assigned action points.  Managers will offer board presidents the opportunity to be copied via mail / fax on all Action Points within 48 hours of the meeting.
• Action Points will begin with a verb.
• A summary report will be included in each Board meeting package
• The guidelines for board meeting packages will be followed when preparing regular meeting board packages. 

4. Contracts / Purchasing / Invoice Approval

• Purchase Orders will be used for all superintendent-related purchases at a minimum. Managers should consider using purchase orders for all purchases of materials and services in order to reduce the chance of error in bill payment authorization.
• As a general rule, no invoice will be paid without the manager's specific, written approval. When circumstances require that only verbal approval can be given by the manager, a notation of that verbal approval will be made on the invoice by the accounting person preparing the check.
• Purchase orders should be referred to by managers, when they approve bills each month. Managers should initial each purchase order as the invoice for that purchase is approved. This practice prevents double payments.
• Written bid specifications will be used for substantial contract work to be bid. Contracts will also have appropriate specifications.
• Contracts approved by the association with a value grater than $1000, shall be signed by a member of the board, not by the property manager.
• Insurance certificates will be required and filed for every contractor in advance of that contractor's work. Managers will be sure to maintain current certificates.
• Managers understand that Worker's Compensation coverage will be required any time a contractor will perform work with one or more persons in addition to himself.  

5. Other Administrative Responsibilities

• Managers will review each community's POS under their supervision.
• Annual reports to be filed with the Connecticut Secretary of State will done on a timely basis. 
• Fidelity bonding which conforms with state law will be placed on behalf of each community.
• Client insurance coverage in general will be understood and kept in place. Boards will be apprised of upcoming insurance expiration in order to allow for time for re-bidding if the board wishes to have us do so.
• Boards will be apprised of the need for an annual audit and the filing of tax returns.
• Managers will offer to prepare a long-term capital reserve plan to each client within a year of Imagineers' retention.

6. Communication

• Written correspondence will be acknowledged quickly. Unless circumstances dictate otherwise, letters will be responded to in writing.
• Phone calls will be returned the day they are received, and as soon as possible.
• Emails shall be replied to the day they are received, and as soon as possible.
• Managers will sign out properly and be sure that their cell phones are working. If, for some reason, a manager has been out of reach, he / she will call the office to minimize communication-related problems.
• Managers will make effective use of their voice mail and email capability.

• Managers will immediately respond to callers who have contacted our answering service about an emergency. After making contact with the caller to let that person know we have received the message, the manager will arrange for whatever action is appropriate. Managers shall make a concerted effort to be available by cell phone on weekends of extreme weather.

• Manager will alert senior management staff if projects are being planned at a community, which could conceivably create an asbestos disturbance, so that Imagineers has the opportunity to recommend appropriate preventive action with the community's board.
• Manager will remind boards whenever this is appropriate that Imagineers cannot be expected to fulfill an association's environmental compliance responsibilities.
• Manager will encourage boards to hire an EPA-certified consultant to perform an asbestos survey so that boards can know in advance where asbestos is present within the complex.
• Manager will take reasonable steps to determine if there are underground storage tanks at communities under their supervision. If there are, managers will make this known to senior management staff so that boards can be advised to take necessary action.