CAMCO Uses Pandemic Downtime to Reorganize Staff for Improved Client Interactions

CAMCO Uses Pandemic Downtime to Reorganize Staff for Improved Client Interactions
HOA management company restructures operations to form new client services department while consulting with communities on how to tackle a new normal

CAMCO (Complete Association Management Company, LLC) is coming out of the lockdown stronger than ever – and valley residents who reside in HOAs are benefitting. CAMCO utilized pandemic downtime to make critical staffing moves to create a new client services department. For those who reside in one of more than 300 communities CAMCO oversees, the new department dramatically improves the first interaction residents have when contacting CAMCO by phone.
Early in the coronavirus lockdown, CAMCO leadership saw an opportunity to improve service by changing some positions and roles to create the new client services department, whose associates are now the first line of contact for incoming calls. These associates can handle about 90 percent of inquiries.
“Rather than a receptionist picking up and transferring you to someone who may not even be in the office, we were able to create a situation where you talk to an individual who knows how to handle many situations,” CAMCO CEO Joel Just said.
Residents who call in are far less likely to deal with dropped calls or dead-end voice mails.
“When a homeowner reaches out, typically it is for direction or clarification on how to resolve an issue. Most residents are adept at maneuvering through the mechanics of association living, but occasionally need a little human interaction to ensure they are on the right track. CAMCO’s client service associates are here to provide that immediate guidance and reassurance,” added Christine Greengrass, vice president of association services for CAMCO. “The amount of calls transferred to the administrative assistants for handling has been reduced by 90 percent.”
With the re-opening of CAMCO’s offices (near Decatur and 215) where the client services department is housed, the company is also taking precautions to keep residents safe.  Staff offer visitors  hand sanitizer and masks and social distancing measures are enforced as well. The community management company is also continuing HOA community meetings through Zoom to limit social contact and arranging in person meetings with social distancing in effect.
“HOA boards and managers have gotten used to meetings being conducted that way and I think we’re all safer and quite productive by doing these things virtually,” Just added.
Navigating a new normal
Going forward, the veteran HOA management pro says there are still many issues to consider with regards to navigating a new normal in valley communities. For example, with people at home under quarantine, community boards were inundated with increases in architectural review requests, as many homeowners began home improvement projects during the down time.
CAMCO management teams are also heavily involved in conversations with managers and attorneys about how to open community amenities such as pools, gyms and clubhouses safely and with sanitizing protocols in place.
“We were considered an essential service, so while we closed our brick-and-mortar presence when we were required to do so, we never really shut down,” Just explained. “We were very involved with maintenance efforts and keeping communities clean and safe during the lockdown. Now, we all have to think about everything a little differently. So, we’re there to help our many clients and their communities move forward with the right safety procedures in place.”
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