This document summarizes insights from a survey of community association management companies on how the industry is responding to COVID-19. It discusses top concerns around business continuity, health and safety, and staying connected during social distancing. Tips are provided on managing everyday processes, board meetings, payments and maintenance remotely as well as protecting staff and residents through sanitization and limited access to common areas. Resources for additional information and support are also listed.

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How the Industry is
Responding to COVID-19
Survey Insights from Community Association
Management Companies

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1. Maintaining Business Continuity
2. Health & Safety
3. Staying Connected During Social Distancing
4. Resources
5. Q&A
6. Maximizing Productivity with AppFolio
Agenda

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Welcome to the Webinar
Slides via email Tell us how we didRecording via email
in the survey

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Our Speakers
Beth Gilbert Justin Davis
Sr. Director of the
Community Association
Market, AppFolio Inc.
Sr. Product Manager,
AppFolio Inc.

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Top Concerns

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Business Continuity

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The industry
has been quick
to respond and
formalize
policies.
89% have a
policy in place
or are working
on one.

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Working remotely
is like having to
relearn my job.
How to carry on with HOA
meetings remotely.
Keeping up with daily
operations while majority of
team is working remotely.
Concerns we’re hearing
from community
association management
professionals...
Timely collection of
Dues and Assessment
payments.

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What are tips &
ideas for business
in the new
normal?

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Managing Everyday Processes
46%
We are changing
our maintenance
processes by
addressing
Emergency Work
Orders Only
MAINTENANCE
44%
We are
enacting social
distancing
VIOLATIONS CONSTRUCTION
41%
We have halted
violations until
further notice
38%
We have halted
construction until
further notice
37%
We are
enacting social
distancing
43%
We are changing
our violations /
compliance
walks processes
by enacting
social distancing

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Board Meetings
While Social
Distancing
We’ve cancelled or postponed board meetings until further notice
We are enacting social distancing
Other

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t
Handling
Delinquency
Payments
We have not made any changes to our payment processes
We are only accepting online payments
Other

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What your
customers are
asking...
Are you able to continue
performing daily services
remotely?
Are you operating
as usual?
How can I get in touch with
administration if you are
working remotely?
How quick is your
response time to
residents since you are
working remotely?

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t
Top questions received
from homeowners
Only those who absolutely need to be in the office are in the office
All of our associates are working from home until further notice
Other
Are you able to continue
performing daily services
remotely?
How quick is your response
time to residents since you
are working remotely?
How can I get in touch
with administration if
you are working
remotely?
Working
Remotely

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Helpful Tips on Maintenance
Enable staffWork safely Communicate
● Limit maintenance work
● Follow hygiene guidance
● Maintain safe social
distance
● Clarify “emergency work”
● Set expectations on CV-19
maintenance experience
● Communicate local regulation
● Cross-training staff
● Staff should understand
basics

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Health & Safety

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Common Areas
& Social
Distancing
We’ve closed community areas until further notice
We are enacting social distancing
Other

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Cleaning &
Sanitization
We are frequently disinfecting contact surfaces
We have increased cleaning frequency
Other

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What is being done
and why for
common areas? When do we
open the club?
Why are groups limited to 5
people? I want to have all my
friends at the pool. Their condos
closed their pools and the beach
is closed.
What homeowners
are asking...
What products are
being used to
sanitize common
areas?

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What are tips &
ideas for
protecting your
staff and
residents?

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Staying Connected
During Social Distancing

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Communicating with Staff & Residents
Per CDC guidelines on social distancing to prevent the
spread of COVID-19, we are temporarily closing the
pool until further notice.
Thank you, Association Management Company

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Customer
Service &
Communication
We’re moving ahead with technology
implementations that we’ve already planned
We are actively looking for technology to deal
with the situation
Other

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What are tips &
ideas for staying
connected with
your associations?

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Resources to help
you through this

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Helpful Resources
CDC Website
cdc.gov/coronavirus/2019-ncov/index.html
State Orders
web.csg.org/covid19/executive-orders/
CAI
SBA
caionline.org/Pages/Coronavirus.aspx
sba.gov/disaster-assistance/coronavirus-covid-19#section-header-1

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On the AppFolio Blog
appfolio.com/covid-19

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Q&A

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Maximize productivity
with AppFolio

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The Power of a
Single Solution for
Community
Association
Management.
Deliver Mobile
Experiences
Instant Communication
Streamlined Workflows
Real-time Insights

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• Online Training Program
• Smart Bill Upload
• Online Maintenance Requests
• Homeowner Online Payments
• Online Payables (eCheck & Bill Pay)
Available Tools
Currently Available Tools to Support
your Team & Business

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