Property Manager Onboarding Workflow: 5 Phases | 3PM Real Estate Services Inc.

Property Manager Onboarding Workflow: 5 Phases

1–2 month structured training for new 3PM Property Managers. Buildium-centric, MCC-ready, and aligned with 3PM Property Management Agreements (PMA), RTA, and internal communication policies.

Training Status: In Progress

Target completion: 4–8 weeks from onboarding start date

How to use

Each phase can become a Buildium task group or training module.

Structure

Open a phase, then use the 3 sub-sections: Description, Training Checklist, Systems Notes.

CEO snapshot

Top-level phases show onboarding stage by week (1–8).

Phase 1: FOUNDATION SETUP (Week 1–2)
1. Description

Set up all core accounts, identity, and baseline training so the new Property Manager (PM) can safely log into systems and understand fundamental responsibilities before touching live files.

  • Confirm employment start date, reporting manager, and MCC/3PM role definition.
  • Ensure all logins (Buildium, email, MCC, Matterport, HappyCo, Zoom) are active and tested.
  • Deliver mandatory policy training: PMA responsibilities, communication rules, RTA basics, emergency triage.
  • Clarify that Buildium + email are official communication; other channels are convenience only.
2. Training Checklist

  • 1.1 Account Setup (Target: 2–3 days)

    • Buildium account created, correct portfolio access granted, login tested.
    • 3PM company email created with proper display name and signature (branding, disclaimer).
    • Zoom number / account set up with 3PM naming convention.
    • MCC access tested – PM can see sample calls/tasks.
    • Matterport account activated (if applicable) and sample tour accessed.
    • HappyCo inspection account activated and synced with portfolio.
    • Shared drive (Google Drive/Dropbox) access confirmed for property documents.

  • 1.2 Mandatory Policy Training (Target: 3–5 days)

    • Review PMA: repair authority, owner vs PM responsibilities, deposits, communication expectations.
    • Review 3PM communication policy: Buildium as official record, email as legal, others for convenience only.
    • Review RTA fundamentals for repairs, access, emergencies, and notice requirements.
    • Review Emergency Contractor Agreement and $500 approval rule (or current threshold).
    • Walk through MCC triage flow: emergency vs non-emergency, after-hours logic.
    • Review 3PM maintenance workflow and move-in/out inspection expectations (HappyCo + RTB-27).
3. Systems / Buildium Notes
  • Create a simple Buildium task: “PM Onboarding – [Name] – Foundation Setup” with Checklist items above.
  • Attach signed PMA templates, communication policy PDF, and RTA summary for quick reference.
  • Log training dates in task comments (who trained, what was covered).
Phase 2: PROPERTY FILE UPLOAD & SYSTEM INPUT (Week 2–4)
1. Description

Bring all assigned properties up to 3PM standards in Buildium and shared folders. The goal is that each unit is “audit-ready” – documents complete, data accurate, and recurring tasks created.

  • Upload legacy and current documents (PMA, leases, inspections, bylaws, insurance, keys).
  • Complete property, owner, and lease data in Buildium for each unit assigned.
  • Create forward-looking recurring tasks for inspections, renewals, and owner updates.
2. Training Checklist

  • 2.1 Upload Property Documents (Target: 1–2 weeks, by batch)

    • Upload signed PMA, active leases, renewals, and addenda for each unit.
    • Upload move-in inspection reports (RTB-27) and key supporting photos.
    • Upload strata bylaws, building rules, and relevant building notices.
    • Upload owner and property insurance documents if provided.
    • Document key/fob/remote inventory per unit and attach key control sheet.
    • Attach deposit receipts and trust deposit verification documentation.
    • Record “special instructions” or owner preferences in notes (e.g. approval limits, preferred vendors).

  • 2.2 Buildium Property & Lease Data Entry

    • Complete property attributes: beds, baths, size, parking, storage, amenities.
    • Ensure owner profile is linked, contact details verified (email, phone, mailing).
    • Enter lease start/end dates, rent amount, and recurring rent charges.
    • Confirm deposit amounts in Buildium match trust ledger and PMA/lease terms.
    • Tag preferred vendors and add property-specific maintenance notes.

  • 2.3 Create Performance & Compliance Tasks

    • Create annual inspection tasks for each property with month/quarter noted.
    • Create 90-day lease renewal review tasks for fixed-term tenancies.
    • Create monthly or quarterly owner update tasks for consistent communication.
    • Create quarterly “property health check” tasks (rents, expenses, risk review).
3. Systems / Buildium Notes
  • Use Property Files in Buildium as the “single source of truth” and avoid scattered storage.
  • For each property, log a comment once the file is “onboarded” with date and PM initials.
  • Supervisor can spot-check a sample of units for completeness before moving to Phase 3.
Phase 3: SYSTEM TRAINING – BUILDUM · MCC · HAPPYCO (Week 3–6)
1. Description

Move from “read-only” understanding to active use of Buildium, MCC, and HappyCo. The PM should be able to run core workflows end-to-end under supervision.

  • Practice creating and closing tasks, work orders, and inspections.
  • Understand how MCC tickets appear and how to triage them properly.
  • Use HappyCo aligned with RTB-27 for move-in and move-out inspections.
2. Training Checklist

  • 3.1 Buildium Operations (Target: 1–2 weeks)

    • Create, assign, comment, and close sample tasks with proper notes and attachments.
    • Create work orders, assign vendors, and attach quotes and invoices.
    • Send a test message via tenant and owner portals (training account if needed).
    • Review rent roll, understand arrears flags, and walk through arrears workflow.
    • Simulate a move-in and move-out in Buildium using test/mock data.

  • 3.2 MCC Workflow Training (Target: 3–5 days)

    • Review how MCC calls are converted to Buildium tasks and work orders.
    • Practice distinguishing emergency vs non-emergency scenarios.
    • Confirm steps: acknowledge MCC task, contact vendor, update tenant, close task.
    • Review weekly MCC task list and ensure no emergencies remain unresolved.

  • 3.3 HappyCo & Inspections (Target: 3–5 days)

    • Set up templates aligned with RTB-27 move-in and move-out categories.
    • Perform at least one supervised mock inspection with photos and notes.
    • Export report and upload to Buildium, linking to the correct unit/task.
3. Systems / Buildium Notes
  • Create a training property or use a low-risk file for practice under supervision.
  • Supervisor reviews at least one full maintenance workflow and one move-in/out workflow executed by the PM.
  • Log completion of each training block in a “PM Training – Systems” task.
Phase 4: PORTFOLIO ACTIVATION (Week 5–8)
1. Description

Assign a real portfolio and allow the PM to manage it with close supervision. Focus on communication quality, documentation, and timely completion of tasks.

  • Start with a small test portfolio (e.g. 5–10 properties) then expand.
  • Monitor owner communication, maintenance handling, and file quality weekly.
  • Introduce more complex files (strata rules, repeated maintenance, disputes) gradually.
2. Training Checklist

  • 4.1 Initial Property Assignment

    • Assign 5–10 properties as a “starter” portfolio.
    • Review each file for compliance and Buildium completeness with the PM.
    • Send at least one structured owner update via Buildium + email.
    • Complete at least one annual or interim inspection with full documentation.

  • 4.2 Weekly Performance Review (Ongoing during Phase 4)

    • Review overdue tasks and understand causes and solutions.
    • Check emergency response times and vendor coordination quality.
    • Audit documentation: photos, invoices, notes, inspection details.
    • Collect informal owner feedback where possible.

  • 4.3 Portfolio Expansion

    • Increase portfolio size once quality and response are consistent.
    • Add units with more complex strata rules or higher maintenance.
    • Allow PM to manage renewals, minor disputes, and projects with oversight.
3. Systems / Buildium Notes
  • Use Buildium dashboards (tasks, work orders, rent roll) in weekly check-ins.
  • Document all coaching or corrections as brief comments in a supervisor task (for training record).
Phase 5: FULL INDEPENDENCE & KPI TRACKING (End of Month 2 & Ongoing)
1. Description

PM is fully operational. Ongoing monitoring is through KPIs and monthly reviews rather than day-to-day supervision.

  • Define clear KPIs for task completion, maintenance turnaround, arrears, and renewals.
  • Hold monthly review meetings to adjust workload, support, and training.
  • Use Buildium reports and dashboards as the main measurement tools.
2. KPI & Review Checklist

  • 5.1 KPI Tracking (Ongoing)

    • Weekly task completion rate and volume per PM.
    • Average work order completion time (emergency vs routine).
    • Rent collection performance and arrears trend by property.
    • Lease renewal success rate and vacancy durations.
    • Compliance rate for inspections, documentation, and communication logs.

  • 5.2 Monthly Review Meeting

    • Review portfolio health: risk properties, high-maintenance units, and arrears.
    • Review owner satisfaction feedback and complaints (if any).
    • Agree on next-month goals and any extra training required.
    • Adjust portfolio size or mix if needed to protect service quality.
3. Systems / Buildium Notes
  • Use Buildium reports (task lists, work orders, rent roll, delinquency) in each monthly review.
  • Maintain a “PM KPI – [Name]” task or dashboard where monthly results are logged.
  • Attach any performance improvement plans or training summaries for future reference.

Use this workflow as the master map for onboarding each new Property Manager. Each sub-section can be turned into a Buildium task template or checklist. Once printed, this serves as a sign-off training record for both the PM and supervising broker.