CAM Operations Manual

1202 E Park Avenue, Tallahassee, FL 32301 · cmgcam.com · v 01.2025

Section I — Introduction

Capital Association Management has been serving community associations since 2017. We embrace innovation and creative problem-solving while delivering strong leadership and guidance to help our clients navigate association operations with confidence. Our team is committed to collaboration, continuous improvement, and exceeding expectations to deliver meaningful value and results.

Section II — AppFolio: The Core of CAM

Please see the training modules to understand the ins and outs of AppFolio's Community Association Basics features. Click "Register" to track your progress. Some modules may help you now or in the near future. AppFolio's Help Center answers many questions and the Chat feature can help further.

AppFolio — Association Management Basics

• Intro to AppFolio for Association Managers
• Homeowner Management
• Homeowner Communication
• Board Member Management
• Online Portal for Homeowners
• Association Architectural Reviews
• Association Violation Automation & Tracking
• Association Late Fees

Accounting — The Basics

Required within your first week. Click "Register" to track progress.

• Intro to AppFolio for Association Managers
• Homeowner Management
• Association: Accounting Receivables
• Association: Accounting Payables
• Online Payables
• Association Late Fees

Section III — Succeeding as a CAM

CAM Success: Stay on Task, Stay Consistent, Stay Prepared

Successful CAM management is not about working harder at the last minute — it's about systems, consistency, and preparation. This checklist exists to remove guesswork, reduce errors, and protect both the manager and the association. When followed consistently it ensures compliance, professionalism, and smooth operations before, during, and after meetings and throughout the year.

The Formula for Success

• Stay on task by following structured checklists instead of relying on memory.
• Remain consistent with calendars, file naming, uploads, and communication.
• Prepare early so nothing is rushed, missed, or done at the deadline.

Preparation is not optional — it is risk management.

Staying on Task: Follow the Process Every Time

• Use the BOD Meeting Checklist for every meeting — no exceptions.
• Prepare meeting documents, notices, agendas, and packets days in advance, not hours.
• Work only from approved systems: Google Drive first, then AppFolio.
• Draft minutes directly in the Drive and nowhere else.
• Create follow-up tasks immediately from motions and directives.

If it isn't documented, uploaded, or calendared — it isn't done.

Being Consistent: Systems Protect You

• All meetings must exist in Google Calendar AND AppFolio.
• File naming must always follow the required format.
• Financials uploaded correctly: Short → Owners, Long → BOD.
• Documents always uploaded to the Drive first, then AppFolio.
• Notices follow each association's governing documents, never assumptions.

Always Preparing: Never Last-Minute

• Meeting notices are time-sensitive — missing deadlines is unacceptable.
• Send agendas to the Board at least 5 days in advance. Use the Pre/During/Post Board Meeting Checklist.
• Final checks 24–48 hours before meetings.
• Annual, monthly, and end-of-year tasks should be calendared, reminded, and completed well before deadlines.

Key reminder: This represents the bare minimum standard, not the ceiling. Use prior community examples as guidance, and never assume one association operates like another. Success as a CAM Manager is not accidental — it is systematic.

Google Workspace & Other Tools 📹 video

Google Drive is CAM's primary platform for storing, sharing, and collaborating on all documents, projects, images, and meeting materials. Cloud-based access ensures information is available anytime and reduces the risk of data loss. Accurate and consistent documentation in Google Drive is a required process; employee success at CAM is directly tied to using Drive as the central location for all work.

Google Calendar is the required scheduling tool for all CAM meetings and work activities. Consistent use is mandatory.

Important Things to Remember

• On your phone: Download Google Drive, Calendar, Forms, Docs, and Sheets apps.
• Calendars: All operations details including meetings. Add Patty Swain as guest. Your calendar keeps you connected.
• Drive Main Folders: Every Association has 14 Main Folders. Use them as your main organizational tools. Create subfolders only within these Main Folders.
• REQUIRED: Drive is how we collaborate. Every project or document must be uploaded to the appropriate Drive subfolder. Do not rely on your computer desktop or email.
• Gmail Contacts & Labels: Add board and committee members as contacts and set up contact group labels.
• Meetings: All meetings must be in AppFolio calendar with appropriate links AND Google Calendar with Patty & Kyle as guests. Meetings must be recorded if offered electronically. Annual meetings also added to the CAM Annual Meeting Tracker.
• Canva: Newsletters, flyers, videos, tutorials.
• Grammarly: Required browser extension on email.
• PDF Gear: Combine documents and edits.
• AMEX: Company AMEX issued for business association purchases only.
• CAM Operations Tracker: Spreadsheet in your Manager's Report folder for projects, action lists, and contracts.

Community Master Password Spreadsheet

One of the 14 Main Folders in your property drive is "How to, Guides and Passwords." It is imperative to have a central location for community information. Use ONLY the Passwords spreadsheet within the Passwords subfolder to store/add/edit all passwords. This file is only accessible to members it is shared with — do not share with anybody else.

Add product name, username, password, and a link to the log-in page. Do not leave passwords as loose notes on your desk.

Customer Service: Phone & Email Etiquette

Phone Etiquette

Professional phone etiquette creates a strong first impression, builds trust, and enhances customer satisfaction. Clear, courteous communication improves efficiency, supports effective problem resolution, and reinforces professionalism.

Email Etiquette

Use clear, concise subject lines that always identify the community. Maintain a professional tone with a polite greeting and closing, and organize content into clear, readable paragraphs. Proofread all emails (Grammarly recommended) and respect privacy by sharing sensitive information only when necessary. Respond promptly — same day when possible, and no later than 24 hours. Clearly label attachments and use CC/BCC appropriately. If action or a response is needed, state it clearly and set reminders for follow-up.

Section IV — Intro to Association Management

HOA vs. COA Overview

In Florida, Homeowners Associations (HOAs) and Condominium Associations (COAs) are both community associations, but they differ in property type, legal structure, and operational responsibilities. Always review governing documents, rules, and owner guidelines to support effective property operations.

Property Type

• HOA: Single-family homes, townhomes, or duplexes where owners typically own both the structure and the land.
• COA: Condominium communities where owners own their individual units and share common elements (hallways, elevators, roofs, amenities).

Legal Structure

• HOA: Governed by Chapter 720, Florida Statutes (Homeowners' Association Act).
• COA: Governed by Chapter 718, Florida Statutes (Condominium Act).

Ownership & Maintenance

• HOA: Owners typically maintain their homes; the association maintains common areas.
• COA: Association maintains common elements; owners maintain their units to the finish of the wall (varies by docs).

Governance

Both HOAs and COAs are governed by a Board of Directors elected by the owners — responsible for enforcing rules, approving budgets, and overseeing operations per the Association Documents.

Fees & Assessments

Owners pay mandatory assessments to fund operations, maintenance, and reserves. Fees may be annual, semi-annual, quarterly, or monthly. Additional income may include amenity or use fees.

Meetings: Requirements & Best Practices

Both HOAs and COAs must hold regular meetings to conduct association business. Refer to the Pre/During/Post Board Meeting Checklist.

Meeting Frequency

• HOAs: Regular board meetings (monthly or quarterly) and an annual membership meeting.
• COAs: Regular board meetings, an annual unit owner meeting, and an annual budget meeting.

Meeting Preparation — CAM Standard

• Annual Meeting Schedule: Establish a consistent annual schedule and enter all dates immediately. Presented at the BOD Organizational meeting.
• AppFolio: Add all meetings with title, date, time, location, Google Meet link, packet attached, and bulk email to members.
• Google Workspace: Add to Google Calendar (association or master calendar). Always include Patty & Kyle. Include Google Meet link, board members, packet.
• Title format: Property acronym + meeting type. Example: TCCA – BOD & Budget Workshop.

Notice Requirements

• HOAs: Board meeting notices generally 48 hours to 14 days. Annual meeting notices typically 30–60 days. Some HOAs follow COA-style — always verify.
• COAs: Board meeting notices 48 hours to 14 days. Annual meetings require 2 separate notices: 60 days and 34–14 days.
• Do not send notices 14 days in advance for annual — use the wider notice range. Reminders are required as meetings approach.

Quorum & Voting

Defined in governing documents. Voting may occur in person or by proxy as permitted. Quorum percentages vary. Keep a Google Doc / percentages reference in the Annual folder.

Executive (Closed) Sessions

Closed meetings between the Board and Legal Counsel. Notes may be taken for management reference only and are not published. Save in the Drive Meeting folder for internal purposes.

• HOA wording after adjournment: "Closed Session with Legal Counsel per Chapter 720, Florida Statutes."
• COA wording after adjournment: "Closed Session with Legal Counsel per Chapter 718, Florida Statutes."

Section V — Board Members: Composition, Responsibilities, Education, Welcoming & Transition

Board Composition

Board structure varies by association size. Some members may hold multiple roles, or additional Board Members at Large may serve.

Fiduciary Responsibilities

Board members have a legal and ethical duty to act in the best interest of the Association:

• Financial Responsibility: Manage funds prudently, maintain budgets and reserves, ensure transparency.
• Legal Compliance: Follow Florida Statutes and governing documents.
• Conflict of Interest: Disclose conflicts and abstain from related votes.
• Decision-Making: Act collectively, transparently, with informed judgment.
• Ethical Conduct & Duty of Care: Good faith, confidentiality, professional guidance.
• Kickbacks (Strictly Prohibited): May not solicit or accept. Violations may result in removal, monetary damages, and a third-degree felony. Exception: food under $25 per person at business meetings or items received at trade fairs.

Board Education Requirements

Condominium (COA) Directors

• 4-Hour Certification Course within 90 days of being elected/appointed.
• Must cover: Milestone inspections, Structural integrity reserve studies, Elections, Recordkeeping, Financial literacy & transparency, Levying of fines, Notice & meeting requirements.
• Validity: 7 years. Does not need to be retaken during the 7-year period if the director serves without interruption.
• Annual continuing education: 1 hour per year, covering changes during the past year to Chapter 718, F.S. and related rules. Must be completed within one year after certification and annually thereafter.
• Effective for directors elected/appointed on or after July 1, 2024.

HOA Directors

• 4-Hour Certification Course within 90 days of being elected/appointed.
• Must cover: same topics as COA cert.
• Validity: 4 years. No need to retake during the 4-year period if serving without interruption.
• Annual CE:
  • Director of HOA with fewer than 2,500 parcels: 4 hours annually.
  • Director of HOA with more than 2,500 parcels: 8 hours annually.

All BOD members must also sign an affidavit confirming they have reviewed Association Documents. Management provides this via electronic signature.

Welcoming New Board Members

Templates for introductions, expectations, education requirements, BOD meeting frequency, and BOD AppFolio view live in the How To section. Use the Board Onboarding tracker for the affidavit + cert workflow.

Section VI — Manager's Report 📹 video

The Manager's Report serves as a vital tool for transparency, accountability, and effective management.

Is there a template?

Yes — the Managers Report Template lives in your property drive under "Manager's Report." Comments have been added so you can modify. Do not edit the template directly — create a copy and modify.

How often?

• Monthly meeting cadence: By the 15th of each month or at least 1 week prior to the monthly board meeting.
• Quarterly cadence: Due by the 15th of the end of the quarter.
• Some communities may require weekly reports.

Who gets it?

The Manager's Report is sent to the BOD and Homeowners and saved under the appropriate Shared Documents folder. The BOD version includes supporting documents (delinquencies, violations, work orders) — homeowners receive the same report without the supporting docs.

Where to save

• Drive: Manager's Report → frequency-based subfolders by date → BOD subfolder + Homeowner subfolder.
• AppFolio: BOD version → BOD Shared Documents. Homeowner version → main Shared Documents.

Section VII — How To's

How To: AppFolio Association Calendar 📹 video

Use the Association Calendar to create, track, and manage events: board meetings, social events, street sweepings, trash days, etc. Visibility can be toggled (internal staff, specific board, all homeowners).

How To: Association Amenities 📹 video

Amenities can be made public to the Homeowner's Online Portal with title, description, hours, fee, and photo. Read-only experience with a call to action linking to a third-party reservation platform or email. Managing reservations and applicable fees must be tracked manually. The Amenity Page lets you add gym/pool hours, golf cart registration, or set up reservation processes for clubhouses or event spaces.

How To: Page-per-Page

Page-per-Page is the 3rd-party vendor CAM uses (introduced by AppFolio). Page-per-Page is integrated with AppFolio for simple mail outs like statements; complex mailouts require logging in to Page-per-Page directly.

All staff use AppFolio & Page-per-Page for:

• New Owner Communications
• Budget Approval Letters
• NOLA letters (Notice of Late Assessment)
• ROFR (Right of First Refusal) processes (CLC etc.)
• Meeting Notices (Special Assessment, Annual, Budget, Document Revision)
• Statements
• Any other related mailing services

Use the saved AppFolio report titled "Page per Page Homeowner Layout" — it shaves 10–20 minutes from the Homeowner CSV upload vs. using "Access AppFolio API."

How To: Mailing Welcome Letters via Page-per-Page 📹 video

Procedure

1. Locate the correct welcome letter template in the Drive ("New Owner Letter & DBPR FAQ's"). FAQs are updated by January 31 each year.
2. Populate with homeowner name(s), property address, association name, manager contact info.
3. Review for accuracy, spelling, completeness.
4. Confirm the homeowner mailing address matches AppFolio.
5. Verify correct association is selected.
6. Initiate Page-per-Page mailing as a single complete welcome letter.
7. Review preview: all pages included, formatting correct, address block aligned.
8. Approve mailing for processing.
9. Final compliance check: correct homeowner, address, association.
10. Submit. Confirm queued/completed.
11. Note the mailing date in the homeowner record. Retain a digital copy in AppFolio.

How To: Reimburse an Owner (ACC, Amenity Rental Deposit, Social Expense)

1. Set up Owner as a "Vendor" in AppFolio (People → Vendor → New Vendor). Fill in name, mailing address. Check "Do Not Use Vendor for Work Orders," uncheck "Send 1099." Reference: David Marshall.
2. Enter a Bill with the amount to be reimbursed. ALWAYS attach a receipt. If approved by Treasurer or BOD, add a Note: "Reimbursement approved by Treasurer via Email on MM.DD.YYYY". Send approval through the homeowner payable, not the vendor payable.
3. Issue Payment via Bill Pay. Bill Pay checks have a unique number starting with 3000000001. AppFolio mails the check.
4. Void the vendor side payment after sending so financials don't show double payment. Click the check number → Void Payment → Void → reverse the bill.
5. On the Homeowner side, copy the check number (starts with 3000000001), go to the Homeowner Payable, Pay Bill Now → Other Payment → Type CHECK + reference the check number. Save.

Refund recordkeeping

• Lake House Security Deposit: Financials → 2024 → "Lake House Deposit Subsidiary Ledger"
• Social Committee Refund: Financials → 2024 → "Social Committee Ledger"
• ACC Compliance Deposit: Financials → "ACC Compliance Subsidiary Ledger"

How To: Rentable Items

Rentable Items track amenities tenants/owners can rent: storage, parking spots, stables, kayaks, docks. Recurring charge auto-creates when assigned. Charges post on the 1st of the month. Mid-month assignments post overnight, dated the 1st. Use the Rentable Items report to track assignments and availability.

Setup: Property page → Tasks menu → New Rentable Item → Name, Amount, GL Account, Tenant (optional), Availability, Type (Garage/Parking → Vehicle Information report eligible), Description.

How To: Maintenance Tab — Work Orders, Inventory 📹 video

Use the Work Order index page to track and act on work orders. Improved filtering selects specific groups; bulk action functionality enables updates to multiple work orders at once. Save filters and dashboard metrics for frequent views.

Customize Reports to create work-order-status reports for the community. Use the Notes section after assigning to a CAM team member to communicate with maintenance.

How To (REQUIRED): Sharing Documents — Homeowners vs. BOD 📹 video

The list below is the minimum requirement per DBPR. The Drive houses everything first, then AppFolio.

Required Folders in Shared Documents

• Association Documents & Policies: Articles of Incorporation + amendments, Bylaws + amendments, Declaration of Covenants + amendments, Current Rules & Regulations, Current Policies.
• Contracts: Title format MMDDYYYY (start) – Contractor Name – Service. Example: 01.01.2021-Smackdown Lawncare-Lawncare.
• Financials: Short Financials → Homeowner side. Long Financials → BOD side. Title: MM.YYYY Short/Long Financials.
• Financial Audits: MM.YYYY-MM.YYYY or YYYY Financial Audit.
• Taxes: YYYY Association Taxes.
• Annual Budgets: YYYY Annual Budget.
• Insurance Policies: Drive: Accounting/Insurance/YEAR.
• BOD Certifications: LastName, FirstName, MMDDYYYY DBPR Certificate and LastName, FirstName Affidavit. Include "Quick Reference on Education Requirements."
• Meeting Packets: YYYY.DD.MM BOD Meeting Packet, YYYY.DD.MM Annual Members Meeting, YYYY.DD.MM Special Assessment Packet.
• Meeting Minutes: Annual folders for frequent meetings; single folder for small associations.
• Manager Reports: Homeowner version → Shared. BOD version → BOD Shared.
• Meeting Recordings: Hyperlink to recording for meetings of the association, BOD, committees, and unit owners over the preceding 12 months.
• Reserve Study / SIRS: Past inspection reports (s. 553.899 and 718.301(4)(p)) and any structural / life safety inspection.
• Permits: Copies of all building permits for ongoing or planned construction.

How To: Uploading Short and Long Financials to AppFolio 📹 video

When financials must be added

Every month once available — not annually, quarterly, or based on meeting frequency. If the association has a meeting before the 20th, financials are available one week prior to the meeting.

Where to get them

The official source is always the Drive Financials folder. Do not wait for emails — Kyle may occasionally email but never depend on it.

What is included

• Short Financials (Homeowner side): summary report.
• Long Financials (BOD side): full detail.

How To: Association Official Records Request Process & Documentation 📹 video

Owners have statutory rights to inspect records. Document every request with timestamp, response date, and items provided. Use the records request log.

How To: Recording Association Meetings (COAs & HOAs)

Meetings offered electronically must be recorded. Add the recording (or link) to the property's Owner Drive — connected automatically to AppFolio's Amenities section. Do not save Gemini auto-notes as recordings; they can be misconstrued as minutes.

How To: Sunbiz — Changing Information, Paying, Booking

Confirm Sunbiz accuracy immediately after elections (terms, board members, officer positions, mailing address, registered agent). Depending on turnover, Sunbiz may need to be amended rather than annually renewed. Annual renewal happens by April 30 each year.

How To: Annual Budget Season Process — July → Year End

Phase 1: Before Budget Season (Early July – August)

Review prior year actuals, identify line items needing adjustment, gather contract renewal data, audit reserves, prepare draft budget.

Phase 2: Workshops & Annual Meetings (September – November)

Budget workshops with the BOD, draft revisions, member input sessions, finalize for adoption at annual meeting.

Phase 3: Approval Notices & Reminders (October – December)

Send approval notices via Page-per-Page. Send reminders. Save approved budget to Drive (YYYY Annual Budget) and to AppFolio Shared Documents.

Phase 4: Budget & Dues Inputting — done by Accountant

Accountant enters approved budget into AppFolio. Adjusts dues schedule.

Phase 5: Communicate Payables & Bill Approval Workflow Changes

Notify any affected vendors of dues changes. Update bill approval workflows in AppFolio.

Phase 6: Process Discipline (Non-Negotiable)

Audit each phase complete on the calendar. Open the live phase tracker.

How To: Annual Members Meeting Season 📹 video

Set 90/60/30 calendar reminders. Send notices per HOA/COA statute timing. Track proxies via the proxy-count + sign-in sheet.

How To: Board of Directors Onboarding

Use the BOD onboarding tracker. Required artifacts:

1. Welcome email with templates
2. Affidavit (HOA or COA — see Section VIII)
3. 4-hour certification course enrollment + certificate
4. AppFolio Board Member access provisioning
5. Drive access (BOD shared)
6. Calendar invites for all meetings of the year

How To: AMEX Card & Amazon Purchasing Guidelines

Company AMEX is for business association purchases only. All AMEX purchases must be sent to Office Admin with GL coding & details confirmed. Amazon orders use the company account; never personal accounts.

How To: Vendor Onboarding & Required Documents

Required for every new vendor: W-9, COI listing the association as additional insured, business license, contract upload. Open the vendor onboarding tracker for COI expiration alerts.

How To: Trash, Recycling & Bulk Pickup Procedures

Maintain a calendar per association of pickup days. For trash chute properties (highrises), include trash chute do/don't reminders in the welcome packet. Bulk pickup arrangements vary by jurisdiction — coordinate with City of Tallahassee Solid Waste.

How To: Estoppels & New Owners

When an estoppel is issued, the new owner is automatically queued for onboarding. Use the welcome packet onboarding dashboard to send and track. Order an estoppel here.

How To: Reimburse an Owner with a Credit on Their Account After Receiving Estoppel

Follow the reimbursement procedure above. Reference the estoppel number in the bill notes.

How To: Booking Estoppel Income for Management

Income is booked to the management entity's books, not the association's books. Ensure GL account routing is correct.

How To: Booking Questionnaire Income

Same flow as estoppel income. Track per association in the income log.

How To: Delinquency & Collections

Notices: Emailing & Mailing

30-day, 45-day, and 60-day reminder notices. NOLA (Notice of Late Assessment) sent at 61+ days delinquent. Use the NOLA & Delinquency Calendar to add reminders.

Notice of Late Assessment (NOLA) 📹 video

The NOLA process (and earlier dues reminder notices) is completed by staff members. Managers refer to this for informational purposes. By the time an owner receives a NOLA they have already received several reminders giving them months to address the balance.

Example of NOLA cover letter

NOLA — what to do after the 30 days of being mailed out

If an owner has paid their balance:

• Remove Delinquency Note of NOLA sent MMDDYYYY
• Update the Historical Collections Note

If an owner has not paid their balance:

Send an email to the attorney's office with the following:

• Title: Adam's Place — Files to be sent to Collections
• Confirmation that NOLAs were sent to all known mailing addresses on MMDDYYYY
• List of units being sent to Collections
• Attach individual NOLAs and ledger as of the day of the email
• Email DJ and Sherry. CC Patty and Tizi.

On the Owner Profile:

• Disable the online payment tab
• Select the "In Collections" box
• Under Delinquency Notes add: Sent to Collections — Refer to Legal Counsel
• Update the Historical Collections Notes

Action items during the collection process

• Send monthly email to attorney's office for "Legal Status Updates"
• When updates arrive, add brief notes to Historical Collections on the owner profile
• Save in the Collections subfolder "Legal Status Updates" with name MM.DD.YYYY [Property Acronym] Legal Status Update (e.g. 01.20.2025 TTHOA Legal Status Update)
• Send the Collections Report to the BOD by the 15th of each month
• Payment-plan requests get forwarded to the BOD for yes/no. If approved, BOD President signs the legal document; keep a scan on the owner profile under Attachments
• Even with a payment-plan agreement, stay vigilant — add notes when owners miss agreed plan payments and report to attorneys ASAP

Applying funds received from legal counsel

• Receiving a scanned collections letter: admin assistant scans the letter and sends to the collections clerk. Title format: $1200 — 171 PW Collections Check
• Add file to AppFolio: attach the scanned letter and check to the receipt of payment AND to the owner profile under Attachments
• Add to Historical Collections note: $XXXX.XX AGF Rcvd MMDDYYYY
• Apply funds: the cover page may say "we have retained $XXX.XX for legal fees" — when it says that, legal fees do NOT need to be added to the ledger. Add interest and late fees BEFORE applying funds. Treat the legal counsel letter as a roadmap. Always ask your supervisor PRIOR to finalizing.
  • I — Interest (GL 5940 — Receivables Interest)
  • L — Late Fees (GL 5150 — Late Fee)
• Recording in Drive: every NOLA folder houses a "Collections Record" spreadsheet. Record date received, check number, amount, unit, owner name, and notes.

How long is the Collection Process?

It is a long process — which is why double-checking your work is paramount. Start to finish typically 90–180 days depending on owner response. Open the collections workflow.

Communicating removal from Collections

Once an owner is fully removed and Legal advises full payment with zero balance:

1. Remove the "Collections — Anderson Givens" tag
2. Remove Delinquency Notes so they don't reflect in future Delinquency reports
3. Enable online Payments
4. Un-click the "In Collections" box
5. Update the Historical Collections Notes
6. Email the owner through AppFolio with this template:

How To: Standard Procedure for Violations

All violations are handled in accordance with the specific governing documents of each Association and applicable Florida Statutes (Chapter 720 for HOAs; Chapter 718 for Condominiums). Each community maintains its own Declaration, Bylaws, and Rules & Regulations — violation standards and enforcement procedures may differ between associations.

Violations must be enforced consistently and uniformly within each Association. Selective or inconsistent enforcement may impair the Association's legal position. All enforcement actions must align with the authority granted in the governing documents.

Identification & Documentation

Violations may be identified through homeowner complaints, board reports, vendor observations, or management inspections. Anonymous complaints should be independently verified before notice is issued.

Prior to issuing notice, management must:

• Confirm the violation exists in the governing documents
• Confirm enforcement authority and fine authority (if applicable)
• Review prior history to ensure consistency

All violations entered into the management system must include:

• Property address / unit
• Description of violation
• Date observed
• Supporting photos (if applicable)
• Notice tracking and response history

Notice & Enforcement Process

Unless otherwise required by governing documents, violations generally follow a stepped enforcement process:

1. Courtesy Notice (if customary or required)
2. Formal Violation Notice with cure deadline
3. Intent to Fine / Hearing Notice (if applicable)
4. Committee Review and determination

All notices must cite the specific governing document provision, clearly describe the violation, provide instructions for cure, and provide applicable deadlines. Owners are responsible for violations caused by tenants, occupants, or guests.

Violation classification

Fining Procedure Requirements

1. Board approval of the proposed fine at a duly noticed meeting
2. Notice to the owner of the fine and opportunity for hearing
3. Hearing before an independent committee
4. Committee approval of the fine
5. Second notice and opportunity to cure
6. Fine may not be imposed until at least 30 days after notice
7. If the violation is cured prior to that period, the fine may not be imposed

Notice Delivery Requirements

• Notices may be sent electronically only if the owner has consented to electronic notice
• Otherwise, notices must be sent to the owner's official mailing address on file

Fines & Hearing Requirements

If authorized by governing documents, fines may be imposed per the adopted fine schedule. Before any fine or suspension:

• Owner must receive at least 14 days' written notice
• Owner must be provided an opportunity for a hearing
• Fine or suspension must be approved by an independent Violation Review Committee (minimum three members who are NOT board members, officers, or employees)
• Maximum $100 per violation or $100 per day for continuing violations
• Aggregate cap of $1,000 per violation unless governing documents provide otherwise
• Fines do NOT become a lien
• Use and voting rights may be suspended for unpaid fines exceeding $1,000 (except limited common elements)

Violation entries, notices, and tracking must be processed through AppFolio per company procedure. See the AppFolio Help Center article on issuing violations. Open the violations tracker.

Section VIII — References, Checklists, Forms

Condominium Board of Directors Affidavit Form

Homeowners' Board of Directors Affidavit Form

Treasurer Transition Process

Live tool: /admin/treasurer-transition. Summary:

1. Outgoing Treasurer

• Provide digital access or download of any files on hand not provided by management.
• Connect incoming treasurer to bank reps, auditors, accountants. CC management on all communications.
• Confirm all signers on Operating, Reserves, MMA's, CDs/investment platforms, association credit cards, etc.
• Provide overview of accounting history.
• Removal from all accounts and portals.

2. Incoming Treasurer

• Review all financial accounts: account numbers, current balances, current signers, points of contact.
• Update login credentials with secure unique passwords.
• Be added as authorized signer on Operating, Reserves, CD accounts, Association Credit Cards, any other.
• Obtain access to Accounting Shared drives.
• AppFolio overview — bill approval workflow. Treasurer may modify with CAM Partners.

3. Management (CAM)

• Document new treasurer in board election minutes (signor details — banks may ask for minutes; signors typically President & Treasurer).
• Facilitate formal hands-off process between outgoing and incoming.
• Provide overview of bill approval, financial reporting cadence, expected actions, points of contact.
• Add new treasurer to AppFolio; remove outgoing treasurer.
• Retain bank confirmation emails/letters.
• Update Sunbiz (may need amendment vs. annual renewal).
• Ensure outgoing treasurer is removed from AppFolio + Drive; ensure incoming treasurer has correct access.
• Confirm committee members and meeting schedule.

Pre-During-Post Board Meeting Checklist

Live tool: /admin/meeting-checklist. Full content also rendered there.

Monthly Managers Compliance Checklist

Live tool: /admin/monthly-compliance.

End / Beginning of Year Checklist

Live tool: /admin/eoy-checklist.

CAM Highrise Condominium Leak Response Protocol

Live emergency runbook: /admin/leak-response — role-tabbed for Front Desk · Maintenance · Manager.

Front Desk Procedure

1. Send group text to Manager Group Text.
2. Call the Manager directly to verbally inform.
3. Wait for further instructions from the Manager unless urgent damage prevention is required.
4. If safe and trained, turn off water to the affected unit or building.
5. Assist Maintenance in shutting off water if safe.

On-Call Maintenance Procedure

1. Respond to the property as soon as possible.
2. Locate the source of the leak and stop it if possible.
3. Report source and actions taken in the Manager Group Text.
4. Walk all levels of the building to determine impacted units/floors.
5. Take a few clear photos per impacted unit.
6. Report findings to the Manager immediately.
7. Upload photos to the work order when the Manager creates one.
8. Wait on site until the 3rd-party water mitigation vendor arrives.
9. Provide access to all affected units. Provide key to vendor if necessary.
10. Instruct vendor to return keys at the "Front Desk After Hours Lock Box."
11. Once vendor is on site and working, Maintenance may leave unless additional assistance is requested.

Manager Procedure

1. Call an Approved 3rd-party water mitigation vendor: First On Site, ServePro, Extreme (case-by-case).
2. Send community-wide notification noting how many floors/units are potentially impacted.
3. Call affected unit owners — inform of leak, probable cause, steps being taken. Advise contact from vendor for access/authorization.
4. Follow up with email summarizing the conversation, next steps, and expectations. CC all emails on unit profile.
5. If owner doesn't respond, leave voicemail + email summary.
6. Meet vendors on site or coordinate with Maintenance for access.
7. Provide "Key Sign Out" sheet.
8. Email + text Front Desk: vendor key sign-out, Drive location, manager contact.
9. Create folder in shared drive under "Leaks" with correct naming format.
10. Save all photos, reports, notifications, work orders, vendor invoices/communications.
11. Send communication to the Board of Directors.

Non-Highrise Association Leak Response Protocol

Resident / Initial Reporter

• Call the After-Hours Emergency Line at (850) 544-2793.
• Share location, source (if known), urgency.
• Do not attempt electrical shutoff or entry into unsafe areas.

On-Call Emergency

• Text the Assigned Manager with details. Report source and immediate actions taken so the Manager can document.
• Provide assistance for the immediate event.

Manager

• Contact an approved water mitigation vendor.
• Notify community if multiple units/areas may be affected.
• Call affected unit owners; follow with email summary including next steps, vendor info, expectations.
• Coordinate vendor access; remain in communication.
• Create "Leak" folder in Drive; save all photos, vendor reports, work orders, invoices, communications.
• Notify the BOD as appropriate.

File Naming Standards