⚡ Quick Start Guide

The 6-Step Task Lifecycle (Overview)

1. Intake & Triage: MCC logs request, gathers evidence, classifies emergency vs non-emergency
2. Approval & Vendor: Sally gets quote, notifies owner (72h response window), proceeds if no answer
3. Work Order & Dispatch: Sally schedules vendor, confirms with tenant, updates Buildium
4. Work Completion: Vendor submits job report, photos, invoice; Sally verifies
5. Billing & Payment: Jody processes invoice within 30 days
6. Closure & Audit: Sally verifies all attachments, adds closure comment with checklist, marks CLOSED

Daily Task Workflow

Task Naming (You Must Do This Right)

Format: [Property Address] – [Issue Type] – [Date] – [Source]

The Golden Rules

Key Contacts by Task Type

What NOT to Do

• ❌ Don't leave task open without closing comment
• ❌ Don't miss attachments (photos, quotes, invoices, approvals)
• ❌ Don't use text/WeChat as official record (Buildium + Email only)
• ❌ Don't approve repairs >$500 without written documentation
• ❌ Don't tell tenants if repair is "emergency" or not (just say "technician coming")
• ❌ Don't close a task without audit checklist completion

⚖️ Compliance Framework

Every task must comply with multiple regulatory frameworks. This page explains which rules apply when.

Property Management Agreement (PMA) – Clause 11

Residential Tenancy Act (RTA) §321 & §322

Emergency Contractor Agreement §5

Emergency Work Under $500

Contractor may proceed immediately upon accepting emergency call if work is necessary to:

• Address immediate safety concerns
• Prevent further property damage
• Restore essential services
• Address urgent circumstances threatening safety

Emergency Work $500 and Over

Contractor must obtain written approval via email or text from:

• Property manager (Sally), OR
• Authorized brokerage employee (with PM approval)

PMA §25 – Communication Requirements

BCFSA Real Estate Services Act

As the managing broker, Jimmy must be aware of ALL significant tasks because BCFSA may audit 3PM's compliance at any time. Key requirements:

• Licensed PM (Jimmy) maintains oversight of all property management activities
• Complete documentation for all decisions
• Clear approval trails for financial transactions
• Conflict resolution procedures followed
• Record-keeping audit-ready at all times

📝 Task Definition & Creation Rules

The Golden Rule: When to Create a Task

Use this simple test:

• Am I handling this alone with no one else involved? → ❌ Don't create task (but log notes)
• Does someone else need to know what's happening? → ✅ Create task!
• Does someone need to approve before I proceed? → ✅ Create task!
• Do I need to track this for compliance/audit? → ✅ Create task!

When to Create Tasks (Examples)

Task Naming Convention

Format: [Property Address] – [Issue Type] – [Date] – [Source]

Breaking It Down

Complete Examples

Priority Levels

Categories & Subcategories

Always assign both category AND subcategory. This lets leadership analyze patterns (e.g., "How many plumbing repairs per month?" or "Average cost per HVAC job?")

Due Date Assignment Rule

Examples

• Repair request received Jan 22: Owner response due Jan 25 (72h per PMA §11) → Due date = Jan 25
• Vendor quote received Jan 22: Owner review needed → Due date = Jan 24
• Move-out inspection Jan 25: Task must be completed → Due date = Jan 25
• Insurance renewal notification Jan 20: Renewal deadline Feb 20 → Due date = Feb 15 (with buffer)

This way, when you look at Buildium, the due date always tells you when the next action is needed, not when the original request came in.

Step 1: Intake & Triage

Who: MCC (Maintenance Call Center) or front-line staff member receiving request

Intake Checklist

During the Intake Call

Ask Specific Questions (Not Yes/No)

Instead of: "Is it broken?" Ask: "Can you describe exactly what's not working?"

Instead of: "Is it bad?" Ask: "How is this affecting the unit right now?"

Gather Evidence

• Request photos (ask tenant to upload to Buildium or email immediately)
• Request videos if issue is visual (water dripping, heating, etc.)
• Document tenant's exact words in Buildium comment
• Ask: "When did this start?" and "Has it gotten worse?"
• Ask: "Is this affecting your safety or ability to use the unit?"

Classify: Emergency or Non-Emergency?

Ask yourself: Is this an immediate threat to safety or property?

Triage Decision Tree

Is it a life-safety emergency?
├─ YES → Skip to Step 2: Emergency Dispatch (dispatch vendor now)
└─ NO → Continue below

Is it a repair that needs vendor?
├─ YES → Proceed to Step 2: Get Quote (Sally contacts vendor)
├─ NO → Can tenant self-resolve?
│   ├─ YES → Provide written instructions in Buildium comment, CLOSE TASK
│   └─ NO → Route to appropriate owner (Sally/Jody/Jimmy)
└─ ADMIN → Route to appropriate owner

Is it administrative (renewal, inspection, etc.)?
└─ YES → Assign to Jody (placements) or Jimmy (licensed matters)
                

Buildium Comment Template (Triage Complete)

Triage Complete – [Date/Time]
- Photos/videos attached: [YES / count: 2]
- Tenant confirmed: [specific issue description]
- Estimated severity: [Minor / Moderate / Major]
- Decision: [Emergency dispatch / Vendor quote needed / Tenant instructions provided]
- Next step: [Sally will contact vendor] or [Dispatch in progress]
- Completed by: [MCC name]
                

Reassuring the Tenant

Always communicate back to the tenant right away. Example message:

👥 DACI Model: Roles & Accountability

What is DACI?

Every task should have clear roles so people know their responsibilities. DACI defines 4 roles:

Key Rule: Jimmy is Approver & Informed on Most Tasks

Because Jimmy is the licensed managing broker, he:

• ✅ Approves all repairs over $500
• ✅ Approves all licensed matters (evictions, disputes, inspections)
• ✅ Gets informed about all major decisions
• ❌ Does NOT drive routine maintenance (Sally does)
• ❌ Does NOT handle billing (Jody does)

Common Task: Plumbing Repair (Leaking Toilet)

DACI Assignment

How This Works in Buildium

• Create task, assign to Sally (Driver)
• Add Jody as Collaborator (she'll see it and handle billing later)
• Add Jimmy as Collaborator (he stays informed)
• Owner approves via email or Buildium (document in task comment)
• Sally updates task status as work progresses
• Jody processes payment, adds comment
• Sally closes task with full audit checklist

When Multiple People Are Needed

Role Definitions at 3PM

Sally Tong – Maintenance Owner

• Driver for: Non-emergency repairs, vendor coordination, maintenance work
• Approver for: Repairs <$500 (if owner delegates to her)
• Not responsible for: Financial approval, licensing decisions, move-in/out inspections

Jody Yee – Onboarding & Billing

• Driver for: Move-in/out coordination, billing/payment, admin tasks, renewals
• Approver for: Admin task completion
• Not responsible for: Repair decisions, vendor selection, eviction handling

Jimmy Ng – Managing Broker

• Approver for: ALL repairs >$500, all licensed matters, all disputes
• Driver for: Evictions, disputes, compliance inspections (RTB-27), legal notices
• Informed about: Everything (because BCFSA may ask him)

Jacky Chuang – MCC (Emergency Services)

• Driver for: Emergency intake, triage, vendor dispatch sequence
• Not responsible for: Repair approval, long-term follow-up, billing

Creating a Task with DACI

When you create a task in Buildium, assign it like this:

📋 Task Closure Checklist

Pre-Closure Verification (Required)

Missing Attachments = Task Cannot Close

Closure Comment Template

Before closing, add a Buildium comment with this format:

TASK CLOSURE – [Date/Time]

SUMMARY:
Property: [Address]
Issue: [Original complaint]
Resolution: [Work performed]
Vendor: [Company]
Final Cost: $[Amount]
Approval Date: [Date / N/A]

AUDIT TRAIL:
✔ Intake documentation: Present
✔ Photos (before): [Count]
✔ Photos (after): [Count]
✔ Owner approval: [Email Date] / [N/A]
✔ Work order: [Present]
✔ Job report: [Present]
✔ Invoice: [Present]
✔ Payment: [Date] / [Status]
✔ Tenant notified: [Date]

CATEGORY PERFORMANCE:
Category: [e.g., Plumbing]
Response time: [Days from intake to dispatch]
Cost: $[Final]

STATUS: AUDIT READY ✓
Closed by: [Name]
Date: [Date/Time]
                

Then Close the Task

In Buildium, drag the task status to CLOSED. The task is now audit-ready.

What NOT to Do

🚨 Emergency Dispatch Flow

Is It Actually an Emergency?

Emergency Examples

Emergency Dispatch Sequence (60 Seconds)

1. Verify emergency (10 sec): "Is this an immediate threat to safety or property?"
2. Gather details (30 sec): Property, tenant phone, exact issue, photos if possible
3. Create Buildium task (15 sec):
   • Title: [Address] – EMERGENCY: [Issue] – [Date] – MCC Dispatch
   • Priority: URGENT
   • Category: Emergency
   • Status: "Emergency Dispatch – In Progress"
4. Call vendor (immediately after task created):
   • Call Vendor #1 from emergency list
   • If no answer → Call Vendor #2
   • If no answer → Call Vendor #3
   • If all unavailable → Contact Jimmy
5. Confirm with tenant (optional): Tell tenant vendor is on the way (don't say "emergency")

Vendor Response Scenarios

Vendor Accepts (Cost <$500)

• ✅ Vendor proceeds immediately (no prior approval needed)
• Confirm arrival time with tenant
• Log in Buildium: "Vendor [Name] dispatched [time], ETA [time]"

Vendor Accepts (Cost Expected >$500)

• ⚠️ Vendor can start work but must notify you of scope
• Contact Jimmy/Sally immediately for written approval (email/text)
• Contractor cannot continue past scope without approval
• Update Buildium with approval screenshot

Vendor Does Not Respond (No Answer)

• Try next vendor on list
• Make 3 attempts per vendor, then move to next
• If ALL vendors unavailable → Contact Jimmy (managing broker) for alternative

Buildium Documentation

Emergency Dispatch – [Date/Time]
- Tenant reported: [exact issue description]
- Photos attached: [count]
- Vendor #1 called: [Name] – [No answer / Accepted / Rejected]
- Vendor dispatched: [Name + ETA]
- Cost authorization: <$500 [Auto-approved] / >$500 [Approval obtained from Jimmy]
- Status: WORK IN PROGRESS
- Next: Follow up with tenant within 24h
                

Important: What NOT to Tell Tenant

Follow-Up After Dispatch

Within 24 hours:

• Confirm vendor arrival with tenant
• Check completion status
• If work complete: Verify photos, job report, invoice attached
• If work incomplete: Document new ETA in Buildium
• Reassign task to Sally for final documentation and closure

💬 Communication Rules (CRITICAL FOR AUDIT)

Official Record Hierarchy

Golden Rule

Communication Triggers & Timing

Tenant Portal Visibility

Privacy Implications

Owner Communication Template

Non-Emergency Repair Approval Request

Subject: Repair Approval Needed - [Property Address]

Hi [Owner Name],

We received a maintenance request for your property at [Property Address].

ISSUE: [Specific description of problem]

RECOMMENDED REPAIR: [What needs to be done]

ESTIMATED COST: $[Amount]

VENDOR: [Company Name] – [Contact]

We need your approval to proceed. You have 72 hours to respond (per our agreement). 
You may:
• Approve this vendor
• Request a different vendor
• Or if we don't hear from you within 72h, we will proceed to protect your property

Please reply "OK" via email or Buildium within 72 hours.

Thanks,
[Your Name]
3PM Real Estate Services Inc.
                

What to Do When Owner Replies

1. If APPROVED: Log in Buildium: "Owner approved via email [date/time]"
2. If REJECTED: Document reason, reassess with tenant, proceed per protocol
3. If NO RESPONSE after 72h: Log "No response received; proceeding per PMA §11"
4. Always attach or screenshot the email as proof in Buildium

📊 Performance Metrics & Benchmarking

Categories aren't just for organization – they let leadership analyze how quickly different types of repairs get done and what they typically cost.

Monthly Review by Leadership

How to Run Monthly Audit Review

1. Filter Buildium tasks by category (e.g., "Plumbing")
2. Select 5-10 closed tasks from the month
3. Verify each task:
   • ✔ Naming convention correct
   • ✔ All attachments present
   • ✔ Compliance comments present
   • ✔ Closure checklist verified
4. Note any patterns:
   • Consistent response times?
   • Consistent vendor quality?
   • Consistent costs?
5. Identify improvements:
   • Need better vendors?
   • Response times slipping?
   • Documentation incomplete?

Why This Matters

Good data lets leadership make better decisions:

• Vendor selection: "ABC Plumbing costs $200 average, XYZ costs $300 – let's use ABC more"
• Process improvement: "Emergency dispatch is averaging 4 hours – how can we get to 2 hours?"
• Resource allocation: "Sally spends 30% of time on electrical. Should we hire someone specialized?"
• Tenant satisfaction: "Plumbing repairs taking 5 days. Tenants are frustrated. Let's prioritize faster."
• Regulatory compliance: "All move-out inspections have RTB-27 forms. We're 100% compliant."

🎓 New Staff Training & Onboarding

When you hire a new staff member, use this SOP as the training manual. This 5-week program gets them productive quickly while maintaining quality.

5-Week Onboarding Schedule

New Staff Onboarding Checklist

Knowledge Check Questions (Manager Uses These)

1. A tenant calls with a toilet leak. Walk me through exactly what you'd do in the first 5 minutes.
2. The repair quote is $450. Who approves? What if owner doesn't respond in 72 hours?
3. A repair quote is $600. What changes in the approval process?
4. You're closing a task. What 3 items must be attached?
5. What's the difference between Buildium, Email, and Text for documentation?
6. An emergency dispatch is needed. Walk me through the vendor call sequence.
7. How should the task be named? Give me an example.
8. What does DACI stand for? Who is the driver for maintenance repairs?

Success Metrics for New Hires

Task Naming Convention Reference

Format: [Property Address] – [Issue Type] – [Date] – [Source]

✅ Correct Examples

• 6114 14 Ave – Toilet Leak (Plumbing) – Jan 22 – Tenant Request #1346867
• 1234 Main St – Emergency: No Heat – Jan 22 – MCC Dispatch
• 5678 Oak Rd – Insurance Renewal – Jan 22 – Owner Call
• 2222 Cedar Lane – Furnace Service (HVAC) – Jan 21 – Preventive
• 9999 Pine St – Move-Out Inspection RTB-27 – Jan 20 – Sally

❌ Wrong Examples

• "Plumbing" (too vague)
• "Issue" (no details)
• "Repair" (no location)
• "URGENT" (doesn't explain)
• Task #123 (auto-numbered)