Overview of last weeks meeting with Kim and Mike
Amy Schottenfels
<aschottenfels@gmail.com>Quick recap
The team addressed discussed the implementation of various task management issues. They evaluated Shannon's performance as a manager and identified the need for improvements in both her proactive capabilities and the overall maintenance tickler system. The group explored solutions for budget preparation, project management challenges, and communication issues with owners, while also discussing the importance of maintaining a live, shared system for tracking maintenance schedules and vendor information.
Summary
Faulty Sprinkler Leak Investigation - Discovery of a leak in the building, which was traced to a faulty sprinkler head outside unit 104. They noted that the sprinkler system was spraying water onto the lawn, causing approximately 80 gallons of water to be wasted each time it was activated.
Exploring Town Square Capabilities - The meeting focused on discussing the use of Town Square and other platforms for managing tasks and data. Amy expressed a preference for Google Sheets over Microsoft Teams, highlighting the benefits of real-time updates and ease of use. Kim suggested exploring Town Square further, Amy planned to meet with Chase to better understand Town Square's features, particularly for sending out monthly emails. Kim noted that Associate owns Town Square, and while improvements might take time, they can request new features if needed.
We struggle with past due accounts and collecting from residents who were in arrears. This needs to be managed beyond Town Square. We need a clear communication plan for payments. Two methods, three at tops. We need an email first system.
Enhancing Shannon's Proactive Management - Kim and Michael discussed Shannon's performance as a manager. Michael expressed that Shannon had reached her asymptote and was generally reactive rather than proactive. Kim acknowledged Shannon's challenges with difficult clients and efforts to improve her organization skills. They agreed to continue working with Shannon to help her become more proactive in her role.
Enhanced Maintenance Tracking System - The team discussed the need for an improved maintenance tickler system and communication system to better manage property maintenance tasks and keep the trustees informed. They emphasized the importance of having a live, shared system, whether Excel (Microsoft has a live system) or Google Sheets, to track maintenance schedules, vendor information, and key dates for tasks like roof checks and HVAC inspections. Mike agreed to work with Shannon to create a comprehensive calendar system that includes daily, weekly, monthly, and seasonal tasks, while ensuring the document remains accessible to all relevant parties.
Budgeting and Timing Improvements - The team discussed budget preparation. Kim took the lead on teaching budgeting to direct reports and will work with Mike to complete the budgets in a timely manner. We need our monthly budgets before our monthly meetings. They also touched on the importance of reducing the number of payment options to streamline the process.
Enhancing Town Square Software Engagement - There are concerns about the lack of complete sign-up for the Town Square software among owners, particularly those who are absentee or have hired management companies. If we are going to be dependent on the software for communications we need it to have 100% sign in, including absentee owners. Monthly email reminders for fee payments and other important communications will improve engagement with the software. Kim acknowledged the communication challenges, particularly with non-responsive owners, and discussed the need for a more efficient system to track and contact these owners.
Large Project Challenges - We discussed and expressed concern about the slow progress on capital projects, noting that four different people had been involved since 2018, and highlighted the need for Ken Riley's increased involvement. The roof project, required an excess of trustee involvement in project management.
Ongoing projects and coordination issues, noting that Matt's involvement and oversight are unclear. We emphasized the importance of maintaining progress, especially with winter approaching. We also raised questions about financial guidance, particularly regarding a loan
Kim acknowledged the need to clarify roles and responsibilities, with a plan to address these issues in the upcoming senior Ops meeting.
We requested explicit clarification about which Dartmouth group person(s) will be managing the execution of our remaining capital projects as well as use of our loan to pay for them.
Kim also clarified that while Ken is currently managing projects, Matt should still be involved in financial modeling, though the exact roles and responsibilities between them need to be determined.
Roles and Responsibilities - The trustees need to see improvement organizational processes. Clear understanding of Mike’s role and how he adds to the proactive management process. The trustees have a desire to return to a less hands-on role, trusting the TDG team to handle operations effectively.
Next Steps
Immediate Actions
Sprinkler Repair
- Fix faulty sprinkler head outside unit 104 (80 gallons waste per activation)
- Owner: Shannon
Town Square Assessment
- Amy to meet with Chase about Town Square features and monthly email capabilities
- Report findings and assess need for feature requests to Associate
Capital Projects
- Kim to schedule meeting to clarify capital project roles and responsibilities
- Key decisions needed:
- Which Dartmouth person manages remaining capital projects?
- How will loan funds be used and managed?
- Define Ken vs. Matt roles (project management vs. financial modeling)
- Winter project completion timelines
System Improvements (30 days)
Payment Collection Overhaul
- Kim & Shannon: Create email-first collection system
- Limit to 2-3 payment methods maximum
- Develop standardized process for residents in arrears
- Must operate independently of Town Square
Maintenance Tracking System
- Mike: Build comprehensive maintenance calendar
- Use live, shared system (Excel Online or Google Sheets)
- Include daily, weekly, monthly, and seasonal tasks
- Track vendor info and key maintenance dates
- Ensure trustee accessibility
Monthly Budget Process
- Kim to train direct reports on budgeting
- Mike to execute timely budget completion
- Deliver monthly budgets before monthly meetings
Ongoing Development
Shannon's Management Skills
- Kim to continue coaching Shannon toward proactive management
- Focus on organization skills and client relationship management
Town Square Engagement
- Achieve 100% owner sign-up, targeting absentee owners and management companies
- Implement monthly email reminders for fees and communications
- Create tracking system for non-responsive owners
Role Clarification
- Define Mike's specific role in proactive management process
- Enable trustees to reduce hands-on involvement and trust TDG team operations
Success Metrics
- Zero sprinkler water waste
- Reduced past due accounts
- 100% Town Square participation
- Monthly budgets delivered on time
- Clear capital project accountability and winter completion
- Proactive Management
Amy Schottenfels • aschot...@gmail.com • 617.308.5074
Baum, Michael
<baum@bu.edu>
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Amy Schottenfels
<aschottenfels@gmail.com>Baum, Michael
<baum@bu.edu>Amy Schottenfels
<aschottenfels@gmail.com><Amy's edited notes 09-11-2025.docx>