Roles and responsibilities

Property management functions can be handled in-house or contracted out to a third-party. When they are contracted out, both the owner and manager need clear written policies and procedures that incorporate all tasks to be performed by each party and identify who performs them. The owner must adopt effective policies so the development will be in compliance long-term. Owners should be aware of the affordability period, rents, and tenant-income requirements. Many funders have tools and products to use as a reference to help you keep your policies and procedures in compliance with their requirements. If your project is using funding from the Nevada Housing Division, you should reference their Multi-Family Compliance Manual.

When evaluating whether to contract property management, consider your experience managing similar developments within the same geographic area and whether you have the necessary staff. Established professional property management firms may bring proven resources, connections, and management structures, although these options may be more limited in rural or resort areas. Handling duties in-house, however, may be a more cost-efficient approach and the time commitment will vary by development model. Management for scattered-site units, for example, is more cost-efficient offsite.

Whether you contract or have internal staff manage the property, you will need to set clear expectations of what the day-to-day tasks and responsibilities of the property manager are. The key activities of property management include:

The key activities of a Property Manager include:

• Collecting rent

• Developing and maintaining updated policies and procedures that are compliant with applicable funding sources or affordable housing program requirements

• Ensuring property compliance with all applicable regulations

• Maintaining tenant files and property records, including following required or recommended file retention periods

• Providing preventative and routine maintenance and repairs

• Providing appropriate tenant and stakeholder communication and customer service

There are a few common services that can be offered to build transparent relationships between tenants and owners and build the capacity for the community to navigate rental terms successfully. Resident-centered management practices to strengthen tenant and owner relationships include:

• Resolve tenant issues in a timely manner

• Provide strong, quality service while setting appropriate expectations about that service

• Provide routine and cost-efficient maintenance to maintain high-quality housing

In addition, property managers should execute the functions in a culturally competent way that promotes inclusivity and racial equity and addresses unique resident needs. The Affordable Housing Management Association Pacific Southwest (AHMA-PSW) offers fair housing and compliance training throughout the region (Southern California, Arizona and Nevada).

Property management

During the property management selection process, examine the management company’s goals and mission. Ideally, the management company you select will have similar goals to your organization. Once you’ve selected a property management company, work to align your goals and mission. If there are any priorities or housing needs that are not part of the property management company’s standard process, give these areas additional focus.

One of your first tasks upon choosing a property management company will be to develop a management agreement. This agreement formalizes specific management and administrative services provided and the fee(s) for those services. The agreement will also detail provisions for termination and conflict resolution.

Also, meet with regulatory agencies to review your lease language and addendums, such as the Violence Against Women Act (VAWA). This is often a requirement if the project is state funded, but these reviews are helpful regardless. The outcomes should be documented so that you can learn from them and apply those lessons across your portfolio.

You or your property management company will establish tenant-selection and eligibility policies and procedures. Based on your mission and funding sources, you will set priorities or preferences on applicants that will be eligible or rank higher in preference for your development. Similarly, you will establish ongoing occupancy requirements that follow any local, state, or federal funding regulations. You will create a lease agreement that may include the following sections:

• Landlord and tenant rights and responsibilities

• Rent or deed restrictions

• Eligibility and occupancy guidelines

• Tenant-selection process

You will also need formal processes for handling grievances and evictions equitably. Property management may offer alternative options that avoid triggering the eviction process. Clearly communicate these alternative options and the eviction process with tenants.

The property management team should work to ensure residents have translated materials with culturally and linguistically appropriate content, providing translation assistance, and prioritizing bilingual staff and staff with experience serving special populations, if that is needed at your development.