5 Star Champions | May 2020

Asher Staton, Smith Management Group (Missouri)

Nominated by Helen Marshall: During the Stay-in-Place order, Asher continues to go into the office and provide quality service to our customers and co-workers. He was been a real asset to the company and a big support during this hard time where we have had to adjust the way we work. Asher has shown teamwork and family spirit in huge amounts and our office is better for having him.

5 Star Principle: Demonstrate Care

Melanie Mailloux, Associa Arizona

Nominated by Mandi Bates: Melanie is our receptionist by title but she goes far beyond that role in our office. Melanie is bubbly, thoughtful, caring, and takes on extra tasks while remaining calm and still supporting others. Recently, with the Shelter in Place order, she has taken charge of making sure voicemails and emails are processed and dispersed timely throughout the Customer Care Team and has provided daily updates so everyone is on the same page. On several occasions, I have seen Melanie utilizing her sign language skills with clients. I am inspired by how Melanie uses skills from her past experiences to create a better experience for those she serves.

5 Star Principle: Communicate Effectively

Richard Dalabon, The Dartmouth Group (Massachusetts)

Nominated by Audrey Davis-Stok: Even before COVD-19, Rich has shown to be an exemplary employee going above and beyond to help co-workers as well as homeowners. During this critical time and with limited on-site personnel he has been a wonderful "watchman" for our community, checking on the status of our clubhouse and helping residents whenever possible- all while doing what is normally expected by leadership. Richard is a super guy and we are truly grateful to have him as part of our community.

5 Star Principle: Build Relationships

Latesha McGee, PCM (California)

Nominated by Marc Evangelista: With so much uncertainty during COVID-19, Latesha plays a large role in keeping the team in good spirits. She always provides updates on happenings at her HOA and feedback and questions from residents for us to discuss as a team. While transitioning to working from home, Latesha took the initiative to help a newer team member get acquainted with our remote technology. But it didn't stop there…Latesha did one-on-one training with our newer team members, helping them get acquainted to the Lifestyle role. She provided insight on her experience when she first began onsite and some tips and tools for success. Latesha continues to conduct herself with the utmost professionalism. When working with her community manager, she continues to help, share insight from homeowners, and has recommended and implemented some key operations to maintain successful community living. Latesha is truly a 5-star champion!

5 Star Princople: Build Relationships

Brian Singleton and Corinne Mickelson, CMC Virginia

Nominated by Pamela Wiles: I've nominated the General Manager and Building Maintenance Engineer for this award because they focus on teamwork, especially during these difficult times. Together, Brian Singleton (General Manager) and Corinne Mickelson (Building Maintenance Engineer) developed informative videos for unit owners using their iPhones to cover a variety of maintenance topics - from toilets to sprinkler heads, and even a "Corinne's Corner." These shorts are ingenious, informative, friendly and frankly, quite captivating. They are a great example of how the CMC family members are always adding value and enhancing our relationships and communications with out-of-the-box approaches. Corinne and Brian demonstrated care and concern by understanding that owners are still going to have unit problems during a pandemic that will need to be resolved, but with the lockdown, they may prefer to do it themselves. They didn't wait for potential problems - they took initiative and anticipated what homeowners would need. Brian and Corinne are both well-liked and respected by the residents and I couldn't be prouder to be a part of their team!

5 Star Principle: Communicate Effectively

Dana Lefever, DRM (California)

Nominated by Gloria Kirkwood: Dana Lefever is my Administrative Assistant/Assistant Manager. I was on vacation when Covid-19 became an issue. Dana handled everything very calmly and suggested a plan of action: our service coordinator would remain in the office answering phones, our accounting staff member would work remotely from home, and Dana would work remotely as well, coming into the office as needed. She also coordinated with our maintenance manager to have file boxes installed outside the office front door for vendors and homeowners to drop off paperwork and payments.

To keep the staff safe and healthy, she ordered masks, gloves, hand sanitizer and had automatic disinfectant stations installed.

Dana was very calm, organized and effective in how she handled the situation and staffing. She kept residents and the team informed on how to communicate while the office was closed and provided daily email updates. Dana kept everyone informed with her diligent approach. When I returned from overseas, I needed to self-quarantine for two weeks. Dana provided me with a daily update on what had been managed and what still needed to be done. She also prepared for a virtual board meeting.

Dana has always been a pleasure to work with and very competent, but I felt it was appropriate to recognize how well she handled the Covid-19 situation with a calm yet "let's get this done" attitude. I can't tell you how proud I was of Dana and her ability to handle everything during the craziness.

5 Star Principle: Exercise Leadership

Kathy Cassidy, Associa Carolinas

Nominated by Rick Hardin: Kathy is the Fitness Coordinator at a 55-and-over community located in Durham, North Carolina. Kathy developed a live YouTube exercise program for the residents because they can’t currently use the onsite fitness facilities. To help them stay well during the stay at home order, she led the wellness department in bringing exercise classes to the residents. The staff has also produced dozens of videos on other topics that residents can participate in from their homes. Residents have said that these videos help keep them stay connected with the community.

5 Star Principle: Demonstrate Care

Tyrone Jones, Community Group (Virginia)

Nominated by Stephanie Fowler: Tyrone is the onsite Maintenance Supervisor for an urban mixed-use community in Richmond, Va. The community has 13 associations, three restaurants, luxury condos and townhomes, office buildings, and is managed by two Community Association Managers. He is a one-man team tasked with handling the various maintenance needs. During the shutdown, he has been onsite every day, meeting with and directing vendors, assisting homeowners and commercial tenants, all while making sure common areas are well maintained and safe. He has been the eyes, ears, and hands of the CAMs as we work remotely. Tyrone displays his leadership and resolution skills in the way he guides our many vendors, often spending a large part of his day with them to ensure they are meeting or exceeding the CAMs' and boards' expectations. Homeowners and residents often stop Tyrone to pick his brain for minor maintenance issues in their homes, and he helps them with troubleshooting. Both of his CAMs agree there is no way they could do their jobs and keep the homeowners, boards, and tenants happy without Tyrone’s leadership.

5 Star Principle: Exercise Leadership

Lindsey Westfall, Kramer-Triad (Michigan)

Nominated by Tiffany Wallace: Lindsey is a 5-star champion for so many reasons. She has such great work ethic and outstanding communication and professionalism. She recently took over a client that was ready to terminate the management contract. At the transition meeting, they made it clear that she had a very small chance of saving the contract, but they would give her a chance. Lindsey stepped up to the challenge they presented and ran with it. Her communication is extremely detailed and timely. She sends weekly action item reports that keep them completely informed. Recently, we received a rave review from the board about how impressed they are, how well she communicates, and just expressing their complete pleasure with her as their manager. She has been a perfect example of how demonstrating the 5-star customer service really does pay off! Lindsey is a rock star!

5 Star Principle: Communicate Effectively

Phu Nguyen, CSSC

Nominated by Jillian Ujvary: I have been working with Phu since I joined Associa in November 2019. Every one of our interactions has been informative and insightful. He has taken the time to review the ledgers and correct issues that have been ongoing for quite some time. He is thorough and extremely knowledgeable. When I was new, he took the time to explain reconciliations to me and to further explain that I may see changes on the financial reports after month end close. Overall, Phu has been an amazing person to work with and continues to provide excellent service.

5 Star Principle: Communicate Effectively

Fran Pawlak, PCM (California)

Nominated by Mallorie Hall: Fran transferred to our branch from Canyon Gate to take on a General Manager (GM) position for one of our largest clients. The former GM had been with the community for eight years and the board was incredibly uneasy about the transition. Throughout the transition, while still living and working in New Mexico, Fran managed a very large tot lot project, established a great relationship with the association’s biggest vendor, and engaged with a new board member. Upon arrival in California, Fran set up a "social distancing" meet and greet to introduce herself. Fran has been the voice of reason and assurance to this uneasy board and is making a great impression. The feedback from the board has been very complimentary. Fran is engaged and in frequent communication with leadership to ensure all involved are updated. Fran is an asset to our team and we are excited to see her grow in her position and help the association flourish.

5 Star Principle: Build Relationships

Tara Laing, Legum & Norman (Maryland)

Nominated by Lisa Meck: Tara is a role model for the Legum & Norman on-site managers. She helps lead the on-site teams and effectively communicates to each on-site manager how to navigate their role. She holds regular quarterly meetings with the on-site managers to discuss challenges and share resolutions and industry information. She does all this while managing her own large-scale homeowner's association, which is known as the most prestigious gated community in the area. She always volunteers to be a speaker or panelist for educational opportunities. Within the past year, she's participated as a panelist in a Community Association Institute (CAI) educational seminar, two Legum & Norman board training seminars, and most recently, an online webinar for prospective clients. She's always willing to help.  

5 Star Principle: Exercise Leadership