In 1998, NCM – dba Las Vegas Valley Community Management began as a consulting company for other management companies and developers in the Las Vegas area. By 2003, the company started managing new single family communities for developers focusing on proper creation of the Association and transition at completion. In 2004, NCM dba LVVCM incorporated as a Community Management company with our focus specifically on the Las Vegas area.
This company was founded in 2004. About half of our staff members and half of our communities have been with us longer than a decade. Our annual community turnover rate is just 8%, despite the industry norm of about 30%.
Our name says it all – We manage communities only in the Las Vegas valley. Unlike the big companies, we would never tell you that you “have to call the accounting department in Dallas.”
Although NCM is small, with 45 communities, we’re staffed for growth with four full-time Community Managers, four Specialized Assistants, and an Accounting Manager. So while each of our Managers takes care of just 1,450 units on average, other companies typically assign 2,000 units to each of their Community Managers.
NCM doesn’t hire provisionally-licensed Community Managers. Our Community Managers have an average of 8 years of experience.
At NCM dba LVVCM, our Managers and staff provide assistance to owners directly and personally. Board Members receive direct phone numbers to Managers, bypassing the reception desk. Managers keep in touch with Board Members and keep them up to date. Managers inspect each community every month and provide a written report to the Board. Managers provide a monthly reminder on the status of the current action items in progress.
What “value added” services can your company provide to the association and its members?
Board member training sessions.
Board Meeting Preparation and Management. Managers participate in all regularly scheduled Board of Directors meetings and annual election meetings.
Preferred Vendor Management. We have a list of properly insured vendors. When requested by board members, we get proposals from qualified vendors.
Emergency After-Hours Service. We employ an after-hours phone service to assist homeowners with emergencies on weekends and after-hours. If a homeowner calls after-hours and reports an emergency, then the service would call the community manager.
Homeowners can get account statements and ledgers for their payments-history, Rules and Regulations, CC&R’s, Vehicle Parking Guidelines, Architectural Guidelines and Applications, board meeting agendas, board meeting minutes, and newsletters.
What will your company do to help us build a sense of community within our association?
Newsletters. We send a community newsletter with every meeting notice and agenda. These newsletters highlight pending issues in the neighborhood, and encourage members to use the common areas to interact with each other on a regular basis.
Open Communication. We encourage members to call our office with any questions and concerns, and we send that feedback to the Board.
Fun Events. The HOA can schedule fun events that will encourage members to get to know each other. Low-expense options include holiday decorating contests, food-truck invitations, and movie-nights in the park. We can assist with such events.
What is the expectation of your community managers for communicating regular updates to the board?
Every board member has the Manager’s cell phone number and email. Managers contact board members on a recurring basis asking if there are any issues that are new, and giving status on existing projects. Managers additionally make routine meeting-related communications.
What is your turnaround time on draft meeting minutes for review by the board?
Minutes are usually drafted and sent to the Board members for review within one week.
Please describe the support structure that assists your community managers in their day-to-day management of the associations they serve.
The Managers are assisted by an Accounting Manager, an Office Manager, a Community Inspector, a Mailing Clerk, In-House Counsel, and a Quality Control Manager.
Each Manager has access to his or her computer via a virtual office portal, allowing time in their communities rather than in the office.
What does your company do when a manager is out of the office unexpectedly or for vacation? What type of a manager bench do you have in the event that a manager moves onto another opportunity or needs to be replaced?
LVVCM has four Community Mangers, each of whom manages about 10 or 11 HOAs comprising about 1,450 units. This is significantly below the industry norm of about 2,000 units per community manager. Accordingly, vacations and sick days are handled without difficulty.
Do you have a customer service department or customer service call center?
Yes, but only for emergencies after-hours. All calls received during business hours are routed to our in-office receptionist, who directs all calls to the appropriate person. After-hours calls of a non-emergency nature will be returned the next day.
Do you provide an after-hours answering service system? If so, please describe in detail.
Yes. After-hours calls receive a recorded option to select “8” for an emergency. The caller is then routed to a live operator, who, upon verifying the emergency nature of the call, will contact the appropriate Community Manager, who in turn will then take appropriate action.
Who conducts the compliance/violation and common area inspections? Please describe this process
A Compliance Inspector drives through every HOA checking for member compliance. She photographs each violation, and identifies the CC&R rule that has been violated. Each proposed courtesy notice is sent to the Board for review before being sent to the member.
The Community Manager inspects the HOA for common area condition and quality of vendor work.
Does your company’s accounting department have a segregation of duties? Does an outside party review these processes at regular intervals? If so, please describe.
Yes. Reconciliation of accounts is segregated from bill payments; all transactions are approved online by the respective Board Members; the Community Manager reviews and approves every transaction. Reviews and audits are conducted by an independent CPA firm as required by law.
What is your accounts payable cycle from receipt of invoice, including how invoices are submitted to the Board for review and approval?
We receive and stamp the invoices for the community managers’ approvals. Invoices are given to the community managers for coding and approval. Community managers approve invoices and send them to accounting every Wednesday morning. Accounting posts the invoices to VMS every Wednesday or Thursday. All board members are emailed with copies of all invoices every Thursday or Friday. Checks are cut on Mondays and Wednesdays. Checks are mailed-out the same day they are cut.
Does your company assist in the facilitating of the annual audit and tax preparation for the association and is there a cost associated with this service?
LVVCM assists the auditors every year. We do not assist the CPA firm with tax preparation. The CPA firm charges the communities directly for the audits/ reviews and tax preparation.
Describe the management software that your company utilizes.
LVVCM uses Village Management Software (“VMS”). VMS is “one of the most technologically advanced and comprehensive property management tools available to date. Utilizing a single, unified Microsoft SQL database, VMS provides interactive, real-time data management encompassing every aspect of the property management world. VMS is not just a single program, but a suite of management tools including everything from accounting, compliance, collections, and delinquency control, to interactive web modules allowing residents, property managers, board members and vendors to interact and communicate in real time.” http://villagemanagementsoftware.com/
Does your company assist in the development and implementation of, or furnish an association website? What capabilities does this website have for both residents and board members?
Yes, a website for the community is created on VMS, allowing members to access community forms and documents and information regarding the community.
What assessment payment options does your company provide to owners and are there fees associated with these options?
Payment coupons, with an option for Automatic Payments (ACH). Any fee for ACH is charged only by the relevant bank.
If owners have the ability to setup automatic payments (ACH), does your software have the intelligence built in to not print coupon booklets and/or billing statements for owners utilizing automatic payment options?
Payment coupons are sent to all members.
Does your company have communication tools that allow the board to send messages or alerts to both owners and tenants and is there a cost associated with this tool?
We have an opt-in email blast available. The Board just needs to request an email to be sent out to all registered members. There is no fee.
Explain your lockbox service. Does it interface with your accounting software?
Assessments are mailed directly to the Bank’s lockbox in Arizona. Yes, it interfaces with accounting software.
How are association records stored by your company?
LVVCM uses Assured Document Destruction, Inc. for all secure document storage and shredding services. Documents recently created are stored in designated filing cabinets in the office for no longer than one month.
How does your company secure and backup digital data and electronic documents?
Does your company keep a searchable database of violations?
Yes. We have a database history on any open or closed violations that were created from the point we took over the management contract.
How does your company process architectural (ARC) request submissions?
After received, we put them in the database, and forward them to the committee for approval. Upon approval or denial, we send the response to the member.
What cost control/containment recommendations do you typically make to your associations?
Each manager reviews invoices from service providers, and if there is an unexplained change from the usual amount billed, the Manager will take appropriate action and notify the Board.
Discuss how your company keeps staff and boards current on legislative changes.
All Managers comply with the continuing education requirements of the State of Nevada.
What education benefits are provided to the management staff?
All staff have a subscription to Fred Pryor Seminars online, offering hundreds of online professional improvement courses. Staff members may also attend the 60-hour Community Managers course (the Office Manager is currently taking the course)
Do you have a vendor management program (screening system) to assist associations with recommended vendors? If so, please describe?
Although there is no formalized “screening system”, Las Vegas and its community management industry are small, and the vendors we use are those who have served our communities well.
What industry organizations is you company a member of?
Community Association Institute
Las Vegas Chamber of Commerce (since 2002)
Are you able to provide reports in various most importantly Excel Spreadsheets to the Board of Directors?
Yes. For example, complete homeowner listings, agings of fines and late assessment payments, etc.
Please list the types of reports and the frequency in which the reports are sent to the board?
We send monthly financial statements to the Boards, which include budget comparisons, bank statements, reconciliation, aging reports, checks details, etc.
For quarterly meetings, in the Board Packets we provide agenda items, agings, compliance log, and if requested, an ARC log.
Is your company able to send the board month end reports no later than the fifth day following the end of the month?
Yes, all financial reports other than reconciliations by the 5th, because we sometimes haven’t received bank statements early enough to provide reconciliations by the 5th.
Explain your RFP process for Bidding for goods and services for your managed HOA’s?
We have a list of vendors — they’re not preapproved, but they’re ones we know are licensed. We’ll say to the board, ‘From whom do you want us to request an RFP?’” For complex projects, we’ll recommend that the Board use a professional from the respective industry to draft the RFP.