Property Management

February 6, 2024 Published by Toronto and Area Chapter - By George Shalamay

When Condo Managers Are Hard To Find

From the Winter 2023 issue of CCI Toronto Condovoice Magazine.

Navigating The Shortage And Retention Solutions

The demand for licensed managers in the industry has reached unprecedented levels, making it crucial to retain talented individuals who can steer the ship of your condo smoothly.

According to CMRAO recent report, with approximately 2,500 licensed managers overseeing close to 950,000 condo units in the province, experts worry that this number will not be sufficient to handle the projected increase in new condo units. According to research, a record-breaking number of 25,000 new condo units are expected to be ready for occupancy in Ontario this year alone.

The shortage of condominium managers could have various consequences for all stakeholders in the condominium industry. Without an adequate number of managers, condominium properties may not receive proper maintenance, leading to potential long-term costs and issues related to legal liabilities and financial stability.

To address this shortage, better collaboration is needed between condo boards, condominium management companies and the government regulating authorities. Over the past five months I interviewed 34 managers and found that an average condominium manager was holding their office less than a year. Some managers were managing over 10 properties, with 9 of them having more than 12 board meetings a month. Continuity is imperative for smooth condo operations. Repairs and projects often span months, and a constant cycle of switching managers and management companies leads to delays, more stress and frustration.

With all this in mind, if your condo has been assigned with a great professional manager, retaining the right one has become of utmost importance.
Managers, just like anyone else, are motivated by their expectations of results, job satisfaction and security and renumeration. They are already underpaid for the work they do and the stress they endure.

As communities increasingly find themselves vying for the most skilled professionals in this field, it is crucial to create an environment that managers want to be a part of. Here are four key strategies to help you keep a good manager for your condo:

1. Empower Your Manager:

When it comes to decision making, it is important to strike a balance between the board's role in higher-level decisions and the manager's responsibility for day-to-day operations. Give your management team the freedom to execute their tasks by establishing goals, priorities, and approved spending amounts. Establish a system to identify issues based on priority levels, classifying them as tier 1, tier 2, and tier 3. By differentiating urgent matters from those that can be addressed later, you allow your manager to allocate their time efficiently across multiple properties. By allowing managers to exercise their expertise, you foster a sense of empowerment and encourage them to make necessary decisions without constantly seeking board approval.

2. Pay for Quality:

It is important to recognize that quality service requires appropriate compensation. Investing in a skilled and experienced manager often comes with a higher price tag. If you want continuous contact and a dedicated focus on your condo's needs, be prepared to allocate additional resources. Remember, you get what you pay for, and it is vital to value and reward the expertise and commitment that a good manager brings to your community.

3. Managers Are Not Politicians:

Board politics often pose a significant challenge to effective management. To retain a good manager, it is crucial for board members to work together and avoid making management the target of internal conflicts. Stand united as a board when making decisions and prioritize tasks to avoid paralysis and overwhelm. By establishing a clear rule of engagement and decision making process, you create a supportive environment for your manager and ensure that they can focus on their responsibilities. Managers are not politicians in your community and do not expect them to hold town hall meetings or entertain residents at the community events.

4. Provide Safe Working Environment:

Creating a safe and harassment-free working environment is crucial for retaining a good condo manager. It is important for the board to recognize and address any instances where managers may face harassment, attacks, or threats in the course of their duties. This one is so crucial that I would provide below more considerations to foster a safe and positive working environment for your manager:

1. Establish and Enforce Anti-harassment Policy: The board should develop and enforce a comprehensive anti-harassment policy that explicitly prohibits any form of harassment or abuse towards managers, in-house staff security guards or cleaners and contractors. This policy should clearly define what constitutes harassment and outline the consequences for violating it.
2. Provide Temporary Remote Work Options When Requested: If a manager feels unsafe or threatened, the board should act immediately and consider allowing the manager to work remotely from either their home or management company’s head office. Serious consideration must be given to cooperating with police and involving the corporation’s lawyer. This can provide them with a secure and comfortable environment to carry out their tasks without fear of harassment.
3. Centralize Chargebacks and Rule Enforcement: To ensure the safety and well-being of managers, management companies must consider centralizing the process of handling chargebacks and rule enforcement. Incoming correspondence, such as chargeback notifications or rule enforcement letters to residents, can be processed at a head office. This helps protect the manager from potential verbal or physical confrontations with residents.
4. Install Security Cameras: If the manager expresses concerns about their safety or property damage, consider installing security cameras in common areas of the condominium at the manager’s request, this may include management office or the parking spot where your manager parks their car.
5. Reward Cost-saving Efforts: Recognize and reward the management company's efforts in saving costs by back-charging residents for property damages and diligently enforcing the rules. Consider implementing performance bonuses, publicly acknowledging their achievements, or providing professional development opportunities to demonstrate appreciation for their commitment and encourage continued success.

Retaining a good condo manager requires a collaborative approach. By empowering your manager, fostering board unity, practicing patience, offering competitive compensation providing a safe and enjoyable working environment, you can create an atmosphere that attracts and retains top talent. Investing in a skilled manager who understands your community's unique needs will pay dividends in the long run, ensuring the smooth operation and success of your condo.

George Shalamay, MBA, OLCM, RCM
President & CEO, CityTowers Property Management Inc.