Theresa McCoy, CEO of American Community Management

I trust you are doing well.  We are sincerely committed as your neighbor, partner and resource as we all endeavor to cling on to as much normalcy as we can during this critical time. May your families remain safe and well!
 
Welcome to the first issue of THE COMMUNITY  BEAT, a quarterly newsletter that will bring you the latest news about ACM, its staff and company initiatives to help make your community the best it can be so you can “love where you live.”
 
Find about how you can win a gift card for a successful client referral incentive. Click here to refer an HOA community Board Member name and contact. If your referral signs up with us, we will send you a $500 gift card.
 
ACM had a busy and productive first quarter, and I’m excited to share some key accomplishments with you. But first, I want to reassure you that during this challenging time, ACM is working hard to keep your community safe and running smoothly. Our staff members are largely working safely at home – equipped with technology to maintain seamless availability with you!
 
Our physical offices in Hanover and Largo are closed but we remain ready to handle your calls 24/7 thanks to our new call center team of experts and our after-hours emergency service. Staff members are still making site visits to properties in need of our services, which include maintenance, unit restoration and emergency services.
 
We’re keeping in touch with your contractors to ensure your community receives vital services and is welcoming with landscaped and manicured common areas. Beyond our regular activities, we are also working to make your community safe by roping off play areas and other sites, as requested. And rest assured that ACM is responding to your requests with the proper technology expertise and equipment to keep your community safe.
 
I’m also pleased to announce that ACM is assisting families who are unfortunate victims of COVID-19 by offering grocery gift cards. Food and personal necessities are the last things we should be worried about when battling a life-threatening illness. If you know a family in need, direct them to www.acmhome.com.
 
These are just a few ways in which ACM is working for you during the corona virus pandemic as well as throughout the year. Please contact us at 410-997-7767 with any comments or suggestions. I hope you enjoy the newsletter and know that we are sincerely committed as your neighbor, partner and resource as we all endeavor to cling on to as much normalcy as we can during this critical time. May your families remain safe and well!
 
Theresa E. McCoy, President and CEO, American Community Management
 
​

​ACM Team Spotlight

Picture

​​Customers are praising ACM’s new call center and its team of experts who are committed to providing immediate assistance to homeowners and other clients at more than 200 properties throughout Maryland.
 
ACM is one of only a handful of management firms that offers an in-house call center. It's seven member team answers hundreds of calls each month. Calls vary widely and can include questions from homeowners about their account balances and contractors looking for payment status to maintenance and property issues.
 
ACM often receives congratulatory calls as well simply stating “job well done,” says Chief Operating Officer Heather Griffing.
 
“That is ACM’s mission in a nutshell,” she says. “Our job is not complete until our homeowners are satisfied.”
 
Griffing says the team takes pride in its 100 percent response rate—answering and resolving questions every day of the year.
 
“We have a team that works together for the betterment of our company and customers,” says Griffing. “Under the guidance of Consuela Dickens, the team provides immediate assistance by listening, answering and resolving the concerns of our homeowners and other customers.”
 
Theresa McCoy, president and CEO of ACM, says she knew that homeowners were often frustrated by the lack of response of community management companies. That’s why she launched an internal call center at ACM soon after she purchased the company in early 2019.
 
“One of the biggest complaints we would hear from board members and homeowners was that they couldn’t get anyone to answer the phone when they called their management firm,” McCoy says. “We wanted to set ACM apart from others by being the most responsive management firm. We were able to do this by having a dedicated call center team. We love being able to share that at our business meetings.”
 
Customers will also see a portal enhancement in the new call center.
 



​

​The portal enhancements include a new mobile app. The mobile app is available on itunes and Google Play store for free. The app provides an easy way for homeowners to make assessment payments, view their account balance, contact management via the resident request feature and view association governing documents. For board members, it allows them to view financials, real-time reports on resident requests, architectural requests, work orders and much more. To find the app, search for CommunityLink powered by eUnify. 
 
“On the web version on the portal we have added in new features such as “What's new.” Anytime something new is added to the portal page, an email is sent to the homeowner letting them know there is something new on the community portal page,” Griffing explains. “When the homeowner logs in, there is a box called, What's New and they can easily see this information.”
 
You can find out more at acmhome.com

Stay Tuned for Upcoming Virtual Seminars, Other Training

​Since ACM is unable to hold its regular board seminars, educational programs and training activities, we are exploring offering virtual sessions later this spring or early summer. Look for a schedule of planned events on our website as well as in future notifications.

ACM Accomplishments

ACM’s Busy First Quarter

ACM had a busy first quarter in 2020 and did some pretty exciting things in Q1.
 
Noteworthy news included:
Theresa McCoy, owner and CEO of American Community Management, announced the launch of a new location in Largo, Maryland. The office will enable ACM, which is headquartered in Hanover, Maryland, to better serve its growing client base in Prince George’s County. McCoy says the Largo office reflects ACM’s growth in the D.C. metro area and commitment to provide outstanding customer service. Read more about our new office.

ACM, which began offering services nearly 20 years ago, got a “face-lift” with a new logo and tagline that offers a fresh approach to the established, trusted ACM brand. We launched the “Love Where You Live” re-branding campaign with a celebratory event at our offices in Hanover which featured video interviews with employees and vendors. See more on our website.

ACM held a leadership retreat led by McCoy during which senior team members discussed the company’s 2020 vision and expectations as well as year-to-date accomplishments, including the launch of a new and improved maintenance and contracts division, the Largo office, systems enhancements, an overhauled website (acmhome.com), and corporate reorganization into an efficient team structure and partnership opportunities, among other initiatives. “Most importantly, we want our employees to view themselves as leaders, a vital part in the trajectory of the business and meeting the needs of our customers. Their voices and ideas are important,”says McCoy.

We also put in motion plans for a Client Advisory Board that we plan to launch in the third quarter.  This will grant select board members an opportunity to voice their concerns and be a part of the magic of ACM as we embark upon new initiatives as well as make improvements that better serve them such as a more user-friendly community portal.

Case Study


A little bit of research and a lot of ingenuity has netted one condo association thousands of dollars in transportation grants thanks to an ACM employee.
 
Alan Mangen, senior portfolio manager, Howard County Team, says he discovered that condo associations located within a specific area around the Baltimore/Washington International Thurgood Marshall Airport could be eligible for transportation grants.
 
“I was doing research about my assigned ACM communities and discovered information about these grants,” says Mangen. “I applied for a grant, and now, six years later, I have received nearly $70,000 for one community for several different projects.”

The grant money is made possible by a Maryland law designed to help minimize transportation issues for citizens living in the communities impacted by the daily operations of BWI Airport. Typical projects include speed humps, streets capes, bus shelters, sidewalk repairs etc. These communities must be located within the most recently certified Airport Noise Zone or within two miles of the outermost noise contour.
​
Mangen says the cost to apply for grants is minimal—about $500.
“This is mostly for administrative costs as one of the grant requirements is to submit 15 copies of the application and all accompanying documents,” he says.

Legislative Updates

Proposed Legislation Could Impact Homeowners Insurance

​The Maryland legislature has passed two bills that could have a drastic effect on both homeowners and associations.

The first is SB175, which would increase the legal liability of condominium homeowners in an insurable event from a $5,000 limit to $10,000. This increase would shift part of the liability from the condominium back onto homeowners. However, it would also provide a more equitable share of the market's liability and potentially reduce condominium policy costs (which would benefit homeowners paying into their condominium).
 
In cases where the condominium's policy deductible is more than the $5,000 cap currently mandated by Maryland law, the bill would enable the condominium to use less of its cash-on-hand to meet that deductible. This would help the condominium preserve money--which will slow the rate of assessment growth.
 
By a vote of 139 – 0, the Maryland House of Delegates has passed legislation that would make condominium unit owners responsible for a larger amount of the insurance deductible when the condominium’s policy pays for damage from an issue that originates in the owner’s unit. 

The insurance legislation will go into effect Oct. 1, 2020. ACM--and your community legal representatives—are here to keep you informed and updated on these measures and other legislative activities.

Upgrade Online Customer Service Systems

ACM is pleased to announce an upgrade to our online accounts payable/vendor bills processing portal, Strongroom, a product of Avid Xchange. Our goal is always to offer the latest technology and efficiency to our valued communities and vendors. 
 
The upgrade offers several, easy-to-use enhancements to the original Avid platform, which will offer additional features, such as the ability to view checking account balances and payments. Designated board members within your community association will continue to receive an alert when an invoice requires approval. In an effort toward transparency of financial information, board members can search activity for your association at any time and view images; ACM will continue to include paid and pending invoices with your monthly management report.
 
ACM will hold board training sessions via Zoom soon. Please look for an e-blast with additional details and training dates.

Property Visits

During this time, ACM managers and inspectors continue to visit your community to check for adherence to safety standards, aesthetics and contractor performance to aid in keeping up your property values.  
​ 
An effective management company such as ACM identifies problem areas before they get worse.  Early detection of the deterioration of common amenities can save an HOA money by preventing costly repairs.
 
Since one of the prominent threats of COVID-19  is in the respiratory system, we urge you during this time to change air filters more regularly to maintain air quality keep dust to a minimum.  Visit the ACM blog for more seasonal tips and ACM news at http://americancommunitymanagement.blogspot.com/. 

ACM Adopts Charitable
Organization Annually 

In 2020, ACM is supporting Comfort Cases, an organization that provides backpacks filled with necessary toiletries, pajamas and other essentials to children in foster care. Providing these backpacks or cases boosts the children’s self-esteem as they often are provided garbage bags for their use.
 
Sadly, COVID-19 poses an even greater threat to children without stable homes. You can give directly to Comfort Cases or contact Aletha Peters at [email protected] with any further questions about how you can support this organization.

Home Maintenance Checklist

Check Your Filters And Batteries

Having fresh filters helps your home’s systems run at their most efficient rate and therefore often saves you money on your power bills. Check air filters and water filters and even vacuum filters and swap them for a fresh filter wherever necessary. Don’t forget to clean out lint from the vent to your dryer while you’re at it.  Also, check any device in your home that uses batteries. Smoke alarms, carbon monoxide alarms and even wall clocks can run dead without you noticing, or worse, start beeping in the middle of the night. It goes without saying that having a functioning smoke alarm can save you tons of money by notifying you of smoke before it becomes a complete house fire.

Reverse Your Ceiling Fans

This is a quick win that really makes a difference in your home. As weather gets warmer, your fans should be spinning counterclockwise. This pushes air downward, cooling you and the room. Having fans run correctly might help you save on air conditioning cooling costs.​

Deep Clean Appliances

Appliances can get grimy and gunk will build up over time. Your everyday wipe-down isn’t going to be enough. Most appliance manuals come with cleaning instructions, so don’t throw them away. Read these when cleaning each machine. If your stove has removable grates or burner caps, remove them regularly and clean them in the sink – sometimes a good soaking really helps with stubborn build-up. Run your oven on “self clean” and then wipe out any remaining residue to eliminate the burning smell during cooking. 

When cleaning your refrigerator, don’t forget to clean the coils. Condenser coils are located on the back of your fridge. If they’re coated with dust and hair balls, they cannot properly release heat, and the fridge will have to work harder to stay cool. Keeping the coils clean will save you energy, and often money, on power bills. Simply wipe the coils clean to prevent build-up.

Place a bowl or mug of water in your microwave (add a half a lemon if you have it) and heat on high for 3 minutes. Let it sit and steam in the microwave for 3 more minutes and then wipe the inside down with a cloth.

Inspect Your Plumbing

​Give your pipes a once-over. Check under each sink and anywhere you have exposed pipes. Put the water on and look for signs of drips or leaks. Also be sure to check toilets to see if any are leaking – often they just need a new flapper for a tight seal. Finding leaks early can save you a ton of money in the long run if something bursts or floods.

Prep Your Lawn For Spring

As the weather warms up, most of the plants in your yard will be entering their growing season. This is the time to do a little maintenance to give them the best possible shot at flourishing this year.

A good place to start is by walking your yard and making note of what looks damaged, overgrown, or just plain dead. Make a plan to handle the work in batches. For example, do all of the raking and bagging of leaves at once, then do all of the weeding and laying of new mulch at a different time. Working on one type of task across your whole yard is often more efficient than conquering zone by zone doing multiple tasks.

Remember to inspect your trees for dead limbs that need to be trimmed. Some might be DIY, but others might require calling a professional arborist. Catching problems with trees early can save you from expensive problems down the line if trees get diseased or fall down and cause damage.

This is the time to reseed your yard or transplant grass from unwanted to wanted areas. Be sure to note any limitations on your grass seed – such as no pets or children for 24 hours after spreading – and time your application accordingly.

Check Your Sprinklers

​If you have a sprinkler system, it’s about to be put to work. Before heading into the growing season, do an inspection. Turn the sprinklers on section by section and walk and inspect each head to be sure it’s functioning properly. Look for clogs or leaks and replace valves accordingly so water can properly spray.

​Check Your Gutters

​If your home has gutters, this is a great time to inspect them. Clogged gutters can overflow and cause water damage and rot to your roof. If you aren’t comfortable on a ladder, this is one maintenance task that’s definitely worth hiring out. Even if you’re comfortable on a ladder, make sure to always have a spotter with you.

Test Your Sump Pump

​​If your home has a sump pump, it has an important job – preventing your home from flooding. Flood damage can have extremely expensive consequences. It’s so much cheaper to inspect your sump pump annually!

To check, dump water directly into the basin. Everything should be pumped out clearly. If it’s not working, you’ll need to replace any damaged parts, such as the vertical float.

Pressure Wash Your Home

Many homes get dirty and grimy over the winter season, with mildew build-up from less sun exposure. Give your home a bath for a fresh, clean look. Pick a warm, sunny day so your house dries quicker. Rent a pressure washer if you feel that the grime is really caked on – but often, a garden hose is enough to get off loose grime.

Be sure that all of your windows and doors are tightly closed. Remove screens for best results on windows. You can add a bottle of outdoor cleaner that screws onto your hose and soak and then rinse each surface of your exterior.

Purge The Extras

Purging unneeded items is a great way to spend downtime. The garage, shed, attic, basement, closet and junk drawers are all great places to start.

Empty each area completely and wipe or sweep it clean to start with a fresh slate. Sort like items together and decide on what to keep and what you no longer need. When you’re done deciding what not to keep, you can sort your discard pile into piles for trash, recycling, donating, and selling.

Examine the systems that you have in place – such as shelves in your garage – and the items that you decide to keep. Determine the best way to store them. Lots of small items – like cans of spray paint – might be best stored in a box or bin on a shelf, for example. Miscellaneous tools might be best hung on a pegboard.

Keeping your home organized and things displayed neatly actually can save you money in the long run. When you can see what you have already, you’re less likely to accidentally purchase duplicates. Additionally, having an organized space often makes you less likely to bring home unnecessary extras that you know you don’t have a spot to store.

Establish An Emergency Plan

​This is a task that many people don’t want to think about, but if your whole family is spending a lot of time at home, it could be a great time to discuss it. Determine multiple escape routes from your home, and settle on a safe meeting place outside your house. Having a preset plan can make a terrible situation slightly more under your control.

Being stuck at home does not have to be a punishment. Make a to-do list of home maintenance tasks you can conquer and try to attack one per day. You’ll feel more productive, and your home will thank you with decreased repair costs down the line!

COVID-19 Update

ACM Partner Collaboration

​​Is your brand in alignment with your customers?
Let’s explore ways to reassure customers that your company’s vision, values and mission align with theirs during these exceptional times. We'll help you craft content that resonates using social media, public relations and offline platforms. Plus, we'll measure and optimize results every step of the way.

For a free consultation, contact Tim Fahey at Dirigo Agency: 202-276-3263