Behind the Scenes of Community Management — What Every Board Should Know
For more episodes of Take It To The Board, click here!
Your management company is involved in almost everything that happens in your community association, yet most boards only see a small slice of what’s going on behind the scenes. In this week’s episode of Take It To The Board, host Donna DiMaggio Berger sits down with Mara Jockers, in-house counsel for FirstService Residential, to get the management company perspective on governance, compliance, contracts, perpetual legislative change and the real-world risks that keep both boards and their management team up at night!
Donna and Mara start with a practical reality that gets misunderstood all the time: management company counsel represents the management company, not the association. From there, they unpack what in-house counsel handles day to day, from management contracts and vendor issues to claims, litigation, subpoenas, and training teams to prevent problems before they escalate. They also talk about workplace safety and rising incivility, including what to do when residents cross the line, why documentation matters, and how simple operational changes can protect on-site staff.
Then they zoom in on what makes a high-functioning board-manager relationship: clear roles, clear expectations, and a contract that matches the community’s needs. Donna and Mara cover non-negotiable provisions like indemnification and insurance, how agency law affects responsibility, and what trends are driving disputes, including personal injury claims, environmental and mold allegations, and housing-related complaints that can drag managers into conflict. They also look at smooth transitions between management companies, hurricane preparedness planning, and how AI in property management could reduce admin work so managers can focus on judgment, planning, and relationships.
Conversation Highlights Include:
- What management companies really do behind the scenes
- The legal issues keeping community managers up at night
- Breaking down the fine print in management contracts
- Why indemnification and insurance provisions are more important than ever
- Building stronger partnerships between boards and managers
- Avoiding common mistakes that create risk for associations
- Navigating legislative changes, litigation, and rising homeowner expectations
- Managing through hurricanes, emergencies, and unexpected crises
- Debunking common myths about community management
- The future of AI and technology in the property management industry
Related Links:
- Podcast: The Power Hour For HOA Leaders, with Organizational Strategist Dr. Edward Gurowitz
- Resource: First Service Residential Resources for Florida Community Associations
- Article: Q&A: Becker’s Nataly Gutierrez Vazquez Discusses Today’s Community Association Landscape
About Take It To The Board
Think you know what community association life is all about? Think again. Residents must obey the rules, directors must follow the law, and managers must keep it all running smoothly. Take It To The Board explores the reality of life in a condominium, cooperative or homeowners’ association, what’s really involved in serving on its board, and how to maintain that ever-so-delicate balance of being legally compliant and community spirited. Leading community association attorney Donna DiMaggio Berger acknowledges the balancing act without losing her sense of humor as she talks with a variety of association leaders, experts, and vendors about the challenges and benefits of the community association lifestyle.
If you’ve got a question, Take It To The Board with Donna DiMaggio Berger – We Speak Condo & HOA!
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