SOP Binder

FOL SOP Binder

Table of Contents

● Facilities
○ FOL EMERGENCY PROCEDURES BINDER

● IT
○ Administrative Handover.docx
○ Device Procurement.docx
○ Device Usage.docx
○ Modifying Email Domain.docx
○ Network Mapping.docx
○ IT Help Desk.docx

● Administrative
○ Account Month End.docx
○ Application Cancellation.docx
○ Early Lease Termination.docx
○ Leasing with CRM.docx
○ Renewals.docx
○ Reviewing Invoices.docx
○ Roommate Release/Add On.docx
○ Sales Journey.docx
○ Office Hours-Closure.docx

● Building Operations
○ Building Walkthroughs.docx
○ Amenity Rental.docx
○ Elevator Reservations.docx
○ Packages and Deliveries.docx
○ Vehicle Registration.docx
○ Vendor Visits.docx
○ Grant Building Access.docx

● People
○ Media Response.docx
○ Offer Letter.docx
○ Background Check.docx
○ Payroll.docx
○ Benefit Selection.docx
○ Compliance.docx

● Service Standards
○ Telephone Etquettte.docx
○ Email Etiquette.docx
○ Interviews.docx

● Safety & Security
○ Key Control.docx
○ Lock Out.docx
○ Lost and Found.docx

FOL Management Name: Device Procurement

Standard Operating Department: IT
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To purchase devices for properties

PROCEDURES

1. Identify Equipment Needs
● Assess existing equipment for performance

2. Review Budget
● Review budget and understand available funds for new equipment

3. Review Equipment Options
● Identify 3 potential options for equipment (IE: Mac/PC/Table)

4. Analyze Cost and Performance
● Create cost vs performance comparison between equipment options

5. Identify Equipment Vendor
● Select vendor based on cost vs performance results

6. Request Proposal
● Email vendor and request proposal for needed equipment.

7. Review Proposal
● Review proposal with leadership & accounting to confirm in line with budget

8. Purchase Equipment
● Submit signed agreement to vendor for procurement

9. Tracking Equipment
● Update equipment inventory list once equipment is received

10. Equipment Setup
● Provide equipment to vendor for setup (IE: Computers provided to IT company)

11. Equipment Distribution
● Update equipment inventory list with specific employees
● Sign device distribution agreement (SOP - Device distribution agreement)

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FOL Management Name: Device Usage

Standard Operating Department: IT
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
FOL Management may provide staff with various tools and equipment required to perform their
job. Employees are expected to exercise care in the use of the company’s technology and
property and use such property only for authorized purposes.

PROCEDURES
Use of Equipment:

● FOL Management computers, phones, electronic systems, networks, and related equipment and
services are to be used as tools for the business and for the purpose of following through on
authorized company business.

● All devices need to be left at the property.
● While not in use, devices must be logged off all company accounts and locked away.
● Do not leave your workstation unattended while your personal credentials are logged in.

Phone Protocol:

● Answer all calls within three rings (unless with a resident/prospective resident) and answer with
friendly greeting “Good (morning, afternoon, evening) thank you for calling (name of building), this
is (name) speaking. How may I assist you?”

● When working with a resident/prospective resident, do not interrupt your conversation by
answering the phone.  The person you are assisting deserves 100 percent of your attention, as
does the person on the phone.

● No blind transfers.
● If you are required to place the caller on hold, first ask for their permission; please keep the hold

under 30 seconds.

● Offer call back if necessary. Must complete a call back within 24 hours.

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FOL Management Name: Administrative IT Handover

Standard Operating Department: IT
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To properly executive a handover

PROCEDURES

1. Request needed Handovers

● Email IT requesting needed administrative handovers
2. Gather existing contract & vendor list

● Create vendor/contract contact list
3. Email Administrator handover request

● Email vendor with ownership change and handover request
● Copy IT company in correspondence
4. Update Information
● Email vendor updated ownership/contact information for contract
5. IT Handover
● Send credentials for handover to IT
6. Reset credentials
● Request IT to reset administrative credentials
7. Modify Account
● Update account with new building related information (IE: Billing/Address)

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FOL Management Name: Mapping Network

Standard Operating Department: IT
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To request network mapping for all IT systems and networks

PROCEDURES

1. Request Network Mapping Roadmap from IT

● Request timeline and details of network mapping from IT company
2. Request Areas of Need

● Request which locations IT will need to access for network mapping
3. Identify Locations

● Walk building and identify location of rooms provided by IT
4. Coordinate Network Mapping

● Schedule Date & Time for network mapping walkthrough
● Send calendar invite (SOP - Calendar invite)
5. Network Mapping Prep
● Gather items needed to access requested rooms (IE: FOB/Keys/etc)
6. Install network mapping device
● Install network mapping device in electrical/telecom room (selected by IT)
7. Communicate Network Mapping
● Advise onsite team of network mapping restrictions
● Device installed must not be unplugged
8. Recap Network Mapping
● Send recap of network mapping outcome to IT

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FOL Management Name: IT Assistance

Standard Operating Department: IT
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

Procedures

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FOL Management Name: AME

Standard Operating Department: Administrative
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

The property's close-out date serves as a cutoff date for resolving any discrepancies identified
during the pre-close process and for posting final activity in the current accounting month.
Adherence to the month-end accounting procedures is essential in order to ensure that quality
information is provided to the client and financial reporting deadlines are met.

PROCEDURES

● The month-end close out must be performed on the property's scheduled close date.  If the
close date falls on a weekend or holiday, the month-end close must be performed on the
preceding business day. Close dates established in an accounting calendar for a
property or portfolio supersede this policy.

● The Month-End Checklist and required reports must be completed in their entirety by the
Assistant Property Manager or Property Manager and submitted to the Accountant and
Regional Property Manager by the end of business on the designated close date.

● All remaining property management system discrepancies are expected to be resolved by the
close date.

● Property activity needs to be reviewed by accounting personnel and the Regional Property
Manager. The Accountant will provide a Property Month-End Scorecard at month end, which
will reflect any discrepancies that were identified during the pre-close and month-end reviews.

● The Property Manager must be prepared to explain and support any irregularities as
well as adjustments that are not associated with current promotions or lease terms.

Steps

1. Refer to SOP 750, Monthly Pre-Close, for the pre-close process that must be completed five
business days prior to the property's month-end close.

2. Ensure that all pending transactions and final payables relating to the current month are entered
and posted and that all alerts are resolved. The best way to accomplish this is by recording and
reviewing activity on a daily basis. 

3. Verify that any discrepancies identified during the pre-close have been resolved.  Please do not
wait until the last minute to resolve discrepancies, as the day of the close is too late to
request Help Desk assistance.

4. On the property's actual close date, complete a current Month-End Checklist for the applicable
database as listed in the Tools and Resources section below. The Excel version is preferred if it is
available for the database. The corresponding report instructions are included on the checklist.

5. Resolve any remaining issues as needed. Immediately submit a Support Request if Help Desk
assistance is needed to resolve significant issues that cannot be resolved at the property level.
Explain any unresolved issues for the current accounting month on the Month-End Checklist and
include the ticket number.

6. Sign the completed Month-End Checklist and send it to the accountant the same day of the
month-end close. Include reports with approvals as required by the Month-End Checklist. If the

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Excel version of the Month-End Checklist was used, the Assistant Property Manager or Property
Manager's email signifies approval. 
7. Once the month-end close has been performed, please do not enter any further
transactions until the property auto-close occurs overnight. In the event the property
does not auto-close, await authorization from the accountant before entering activity.
8. File the Month-End Checklist and corresponding reports in the respective accounting month
folder.

 

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FOL Management Name: Application Cancellation Fee

Standard Operating Department: Administrative
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
For prospects that would like to cancel their application.

PROCEDURES
Reserving their home

To reserve their apartment  home, they complete an online application including a copy of a government
issued identification (driver’s
license, state ID, or passport) and proof of income (W2, 2 most recent pay stubs, signed offer letter, etc.).
Payment due at the time of application are:
• Application Fee (per person, non-refundable): $100
• Move-in Admin Fee (per apartment, non-refundable): $500

After completing an application, the applicant has 24 hours to provide any and all information needed to
process the application. 

Cancellation of Application

If they are non-responsive or are not able to provide the information needed after 24 hours their
application will be canceled due to non-completion.

We are able to refund the Admin Fee if the application is canceled within the first 24 hours, a

We NEVER refund the Application Fee.

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FOL Management Name: Early Lease Termination

Standard Operating Department: Administrative
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
For residents that would like to terminate their lease earlier then their final lease date.

PROCEDURES

Standard

● A confirmation letter should be sent back to the resident within 72 hours of receipt of their notice.
● Early termination of lease must be approved by the Regional Property Manager prior to execution

of the agreement.

Procedure Steps

1. Once the resident has provided notice in writing per the lease agreement, send a Notice to
Vacate Acknowledgement outlining all lease provisions that must be followed and monies owed to
fulfill the lease agreement. 

2. Write the confirmation letter to include termination fees and policies, which may include the
payment of concessions, lack of notice, forfeited deposits, reletting fees and accelerated rent
(based on the terms of the lease executed).

3. Refer to the Concession Addendum for the concession payback requirement.
4. Send the letter within 72 hours of receipt of the resident’s notice.
5. Collect all monies owed by the resident prior to move out or the agreement will be void.

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FOL Management Name: Leasing with CRM

Standard Operating Department: Administrative
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
To properly use CRM to capture prospects

PROCEDURES

Basic procedures:

● There are 3 Queues to manage- the Unreviewed Queue, Community Queue and your Personal
Queue

● When you start work with a guest card, you must assign it to yourself.  At this time, you can check
if there are any additional duplicate guest cards that can be canceled/ merged. 

● When you enter into a new prospect card, you can reference the transcript link and read through
their communication with the CHATBOT to get a better understanding of where the prospect
stands. 

● We aim to have 3 total follow ups for each guest card. 
o The CHATBOT will count as the first if they have contacted the prospect. 
o If the CHATBOT has not contacted the prospect, then we will do 3 follow ups before
closing the guest card.
▪ This can be call, email, or text.
o You must write notes on each follow up. 

● The activity tab can be used to enter any other communication or information about the prospect
that we receive. 

● Any notes entered need to be detailed and well written.
● Memos: This is crucial for documentation. You must make sure you are entering memos for any

communication that you have with a resident or prospect that needs to be recorded.
● When you close out a guest card- make sure you are entering the reason for it.

Unreviewed Queue:

This Queue should be cleared daily. It lists the most recent prospects that have contacted us as well as
any email communication from residents.

● Leasing will take care of any unassigned prospect entries.
● The Mgr/Asst. Mgr will take care of any resident entries.

Prospects without active follow ups:

This queue is the community queue for prospects and residents that do not have any future follow ups
scheduled or the existing follow ups have expired and were not completed. 

● Maintain your guest cards by scheduling another follow up if needed, completing the follow up for
residents, or closing the card for prospects.

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My Queue:

This will list the prospects that you have assigned to you and is separated by what follow ups are due,
appointments,  and the prospects that do not have a follow up scheduled. 

● My Queue:
o This will include any guest card that is assigned to you and has a follow up due now. 
o Clear this out daily by completing the follow up, scheduling the next follow up or closing
the guest card.

● Appointments:
o This will show any appointments assigned to you for the day.
o When you have toured with the prospect, make sure you enter notes and click on “Show”
to mark the appointment as complete. 
o If there is an appointment that was not done- enter the notes into the appointment, save
and then dismiss it.

● Prospects without active follow ups:
o This section will have the prospects assigned to you whose follow ups are past due or
have none scheduled. 
o We want to keep this section cleared. So verify the guest cards here to see if they need
any additional follow up and schedule it. Or cancel the card if all follow ups have been
completed and the prospect is no longer interested. 

Working with Realtors:

A realtor must be the first point of contact for the prospect. If we have been in contact with the
prospect in any way, the realtor will not be eligible for commission on the transaction. 

● You can make these policies clear at the time the realtor or prospect contacts us.
o They must be first contact.
o They must be present for the tour.
o Payment after the client moves in.
o Documents that the realtor must provide- W9 and invoice.

● We will create separate guest cards for the realtor and for their clients with notes referencing one
another.
o For realtors, we will enter the guest card with the name as follows along with their
broker’s office information in the notes section.
▪  Jon Doe REALTOR

● We do not need to complete follow ups for realtors, but must enter in notes in the activity section. 
o We want to include their clients' information, and when they contacted us.
o Any tours we had with both the realtor and client present.

Pre-appointment:

1. Lead comes through either in the unreviewed queue or we manually create it.
2. You assign it to yourself.
3. Read the transcript if there is one.
4. Complete the follow up- We want to be calling the prospect as first contact. Along with the call we

can email or text.
a. When we contact them, we are qualifying them and learning what they are looking for
and WHY.

2. Enter notes and complete the follow up. If there is not already another followup, then schedule
one for the next couple of days. 

3. Once we have done at least 3 follow ups and the prospect has not been responsive, we can close
the guest card.

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Appointment:

1. If you have an appointment scheduled, make sure you are confirming it at the beginning of the
day and to set expectations:
a. Pricing
a. Availability
b. Qualifications
c. Who will tour them
d. How to register to park
e. How to get to leasing office

2. Get touring materials ready
Folder with informational materials
Check that models are presentable 

1. We are collecting and holding their ID before the tour.
2. During the tour make sure we are finding out the prospects' needs, wants and lifestyle to be able

to offer the best value. 
3. At the end of the appointment we can sit with them to discuss what we have available for them

and how the application process works and give them any other information they will need to
make a decision.
4. We ask if they would like to reserve an apartment and apply now.

After the appointment:

1. We enter the tour notes into the appointment section in CRM. 
We want to enter details that we learned about the prospect and what they are looking for
in a community. 

1. We follow up with them by the next day to ask if they are interested in proceeding with applying.
2. We send them details on how to apply online.
3. If the prospect is not responsive or interested we close out the guest card.

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FOL Management Name: Renewals

Standard Operating Department: Administrative
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

How to properly process a renewal lease.

PROCEDURES

● Although some turnover is unavoidable, every reasonable effort should be made to convert lease
expirations to renewals.  The Cushman & Wakefield Promise includes a contact schedule:
o First contact – A warm call is to be made to the resident 120 days before their lease
expires.
o Second contact - An invitation to renew (without rates) is to be sent to the resident 90
days before their lease expires.
o Third contact - An invitation to renew (with rates) is to be sent to the resident 60 days
before lease expiration.
o Fourth contact – If you haven't heard from the resident yet, make personal contact
through a phone call or visit.

● If the resident does not sign a new renewal lease contract, their obligation is extended for
consecutive 30-day periods until notice is given or a new lease is executed.  Typically, the market
rate rent plus a month to month premium for a home is charged for month-to-month extensions.
The amount of the premium charge varies by market location.  This policy is subject to state and
local laws.

● Affordable Properties -
o Month to month fees cannot be charged to a household at maximum allowable rent limit.
Always contact your Compliance Specialist prior to any implementation. 
o All required recertification documents must be completed prior to a household's 12-month
move-in anniversary date to ensure that there are no hold over residents. Hold over
residents are not allowed. Households that are not recertified and live in a restricted unit
past 12 months of the move-in anniversary date will place the restricted unit in regulatory
noncompliance. 

Steps

1. Lease Expirations Report - Run the Lease Expirations Report using the applicable Yardi Input
Process listed below in the Notes and Materials section in order to determine the residents whose
leases are due to expire over the next 120 days. 

2. Offering Renewal - 120 days prior to the expiration date, begin the process of following up with
the resident (as stated above) to determine the resident's desire to renew and to offer renewal
terms.  Be sure to notify the resident of the month-to-month extension rates as well.  Typically
(depending on the lease verbiage), the lease is automatically extended for a specified period. 

3. Completing Lease Documents - If the resident chooses to renew, complete the necessary lease
documents for the renewal term. Use the Existing Resident File Checklist as a guide for
completing the lease documents and updating the resident/lease information.

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4. If the resident chooses not to stay, discuss with them the "Cost of Moving" information.  Have
them give you notice in writing.  Prepare the Notice to Vacate Acknowledgement Form.

5. If we choose not to renew a resident's lease for reasons documented in the file, send the resident
a Non-Renewal letter.  Have an attorney write the non-renewal.  Review the letter before sending
it to the resident.

6. Yardi Input - Enter the renewal or notice to vacate into the system using the applicable Yardi
Input Process listed below in Notes and Materials.

7. Filing - File the new lease documents in the respective resident file (in front of the previous
lease). 

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FOL Management Name: Renewal Invoicing

Standard Operating Department: Administrative
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

Verification of invoices will ensure the validity of the charges to the property and ensure
payables are supported with the proper backup.

PROCEDURES

● Payables must be processed in a timely manner and in accordance with the Property / Client Reporting
Processing Schedule, allowing ample time for the payable to be approved and the check to be processed
and mailed before the due date.

● Prior to entry into the property management system, invoices must be reviewed to verify the validity and
accuracy of the following: 
● Purchase was authorized and consistent with purchase order if applicable
● Purchase is for property use only
● Vendor is approved
● Invoice is an original (vendor statement is not acceptable)
● Invoice information is accurate, including billing information, dates, descriptions, and charges
● Itemized descriptions and corresponding charges are valid and reasonable 
● Goods were received / services were provided (see packing list / service request if applicable) 
● Invoice total is accurate and excludes past due balances 

Steps

1. Ensure that invoices are properly addressed to the property's leasing office.  Any invoices received via
email or online must be saved down in their entirety.

2. If an invoice is not received or if an invoice reflects a past due balance, promptly request the missing
invoice from the vendor.  In the event an invoice is not available, complete a Check Request form in
accordance with SOP 668, Check Request Form.

3. Review all invoices for validity and accuracy.  If an invoice is incorrect or missing information, contact the
vendor to request a revised invoice reflecting the necessary correction(s).

4. Attach any related support documents to the invoice, including the following documents if applicable:
1. Required estimates
2. Work order / service request
3. Packing slip
4. Required pre-approvals other than the system purchase order (e.g., client or RVP approval)

5. If applicable, forward invoices for corporate entry (e.g., taxes, insurance, owner expenses, etc.) to the
accountant for entry by Accounts Payable.  Include all applicable backup, required approvals, approved
vendor information, coding information and vendor instructions.

6. Store vendor invoices and backup alphabetically by vendor in a folder for invoices awaiting entry into the
system.

7. Refer to SOP 662, Processing Payables, for further processing instructions

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FOL Management Name: Roommate Release/Add On

Standard Operating Department: Administrative
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

For properly processing roommates.

PROCEDURES

● If a roommate wishes to be removed from or added to the lease contract, the remaining
roommate(s) must agree in writing. 

● When removing a roommate from the lease, the remaining roommate(s) must re-qualify for
income in accordance with Application Qualification Criteria. 

● When adding a roommate to a lease, first determine the new addition does not violate occupancy
limits. 

● The roommate added to the lease must qualify in accordance with Application Qualification
Criteria. 

● Once the additions or deletions have been approved, new lease paperwork and applicable
addenda must be executed. 

● In the event of a roommate change, all previous, current and future roommates must sign a
Roommate Release addendum.  This document releases the old roommate from the lease
obligations as well as the rights to the security deposit on the home. 

● Security deposits are not refunded in the event of a roommate change.  The security deposit is
applied toward the home, not the individual lease holders.  Therefore when a roommate leaves,
the exchange of security deposit funds must occur between the roommates themselves, rather
than the leasing office. 

● Explain to the new and remaining roommate(s) that they are jointly and severally liable for the
lease term. 

 Steps

1. Discuss the proposed roommate change with all residents on the lease contract as well as the
new roommate(s). 

2. Obtain an application and application fee from the new roommate(s) prior to lease rental
agreement execution. 

3. Process the new applications according to the rental criteria guidelines.
4. Discuss deposit guidelines with existing and old residents.  Once the Roommate Release

addendum is signed, the new resident will have the rights to the deposit listed on the lease
contract. 
5. Explain "jointly and severally liable," as listed in the lease contract to all parties. 

o "Jointly and severally liable" means that each individual listed on the lease contract is
responsible for the entire amount of the rent for the duration of the contract even if the
other parties default on the agreement.  This phrase also applies to other non-rent
provisions of the lease agreement, such as prohibited activities.  If one roommate is
engaging in illegal or disruptive behavior, all of the roommates can be held responsible
and subject to eviction or other disciplinary measures. 

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FOL Management Name: Sales Journey

Standard Operating Department: Administrative
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To consistently manage a potential prospect

PROCEDURES

1. Call to confirm lead/ Pick-Up Inbound call
o Build rapport (a.k.a. Sense of trust and care). 
o Provide them with any information that pertains to the potential unit they are seeking
o Don’t share pricing unless asked – you want to demonstrate as much value in person before
bringing up the price.

1. First In-Person Impression
o Welcome [First Name], I’m [Your name], welcome to “our home.”

1. Investigate
o For the next 5-10 minutes you want to absorb as much information as you can from the
prospect. Learn about them via these questions
o When they are looking to move?
o These questions also need to be baked into the walking tour

0. Align Offering
o In consideration of the key needs of the prospect, fully align the tour to the critical interests.
o Keep the options as limited as possible

0. Tour once offerings have been clearly defined
o Begin with showcasing amenities
o Remember, to align amenities with the needs and desires of the prospect
o Show the actual unit or nearly identical unit
o Trigger prospect has driven conversation, by tapping into their imagination
o Get ahead of issues

0. Closing Tactics
o After completing the tour, bring them to a quiet, semi private space to have a wrap-up
conversation 
o Ask this key question after finishing the tour: “Is anything holding you back from leasing this
unit with us?”
o The prospect's answers to this question are critically important; they are in essence giving
you the key points to why they may not sign with you.
▪ If they respond with a list of issues (or objections) you want to address all of them one by
one.
▪ If they respond with no a “no issues, this is great” type of response, you know you are in
a very good position to close.

0. Follow-Up Process - Utilize automated reach out tools in CRM (when applicable)
o Follow-up Cadence

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o First call, then text and  email.
1. 1st Follow-Up @ Next Day 
2. 2nd Follow-up @ 3rd Day
3. 3rd Follow-Up @ 7th Day 
4. 4th Follow-Up @ 10th Day
5. 5th Follow-up @ 14th Day

o Don’t stop following-up until you get a clear Yes/No
▪ If we get a “No” get the reasons why, to enable us to improve our sales process. 
▪ No’s will be compiled in a monthly tracker 

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FOL Management Name: Office Hours - Closing

Standard Operating Department: Administrative
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To execute the standard to close the office for the day or evening.

PROCEDURES

● A professionally designed, approved sign, indicating office hours and emergency contact information, should
be posted at the front entrance and adhered to. All signs are to be typed and framed.

● In the event that the office will be closed during normal business hours (such as holidays) or if hours need to
be modified for special purposes, a professional-looking, computer-generated sign should be posted at the
front entrance to the building and in all common areas and high traffic areas such as back door, mail boxes,
amenities, property information boards, etc. at a minimum of three days in advance. Additionally, changes
should be communicated through electronic means (i.e., social media, resident portal, email, property
website).

● Before leaving the office, always remember to transfer the phones to the answering service (if applicable).
● Advise the answering service of any deviations in normal office hours (if applicable).
● Team members must be in the leasing office at least 15 minutes prior to scheduled hours so that all facilities

and staff will be ready for operation promptly at the opening hour. Property Managers will schedule staff to
ensure readiness.
● Refer to Touring the Property and Home standard for additional information.
● Deviations in the standard hours of operation, including temporary closings during the day (e.g., lunch), must
be approved by the Regional Property Manager and clearly posted on the main office entrance.
 

Steps

1. Post general office hours and emergency contact numbers on main office entry.
2. Ensure proper grammar and spelling is used on all posted signs and that all signs are approved.
3. Double check dates and times for accuracy.
4. Confirm out of office is on all emails.

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FOL Management Name: Building Walkthroughs

Standard Operating Department: Building Operations
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To properly executive a building walkthrough

PROCEDURES

1. Determine Purpose of the walkthrough
● Identify the purpose/reason of the walkthrough

1. Prepare Walkthrough Requirements
● Request list of walkthrough needs from vendor

1. Coordinate Building Walkthrough
● Communicate walkthrough with necessary staff
● Schedule walkthrough using calendar invite (SOP - How to send a calendar
Invite)

1. Identify walkthrough route
● Execute a pre-walkthrough to ensure all locations are available and ready

1. Confirm Walkthrough Details
● Send confirmation email to vendor with following details:
▪ Date:
▪ Time:
▪ Locations:
▪ Parking:

1. Gather essential walkthrough tools
● Prepare FOB to access necessary rooms
● Gather Keys to access necessary rooms
● Prepare additional equipment needed for walkthrough.

1. Review Walkthrough Outcome
● Outline findings from walkthrough with vendor/person

1. Email Walkthrough Recap
● Send recap of findings from walkthrough to vendor

1. Determine Next Steps
● Request secondary walkthrough (if needed)
● Request proposal for items discussed during walkthrough

20

FOL Management Name: Amenity Rentals

Standard Operating Department: Building Operations
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

For the residents to appreciate the convenience of renting the amenity spaces for their personal
functions.

PROCEDURES

Standard

● Each property, as approved by the Regional Property Manager, may provide some amenities
to be rented to a resident for personal functions.

● The Property Manager and Regional Property Manager will determine the amenity use, rental
hours, and fees/deposits.

● No alcoholic beverages permitted.
● Any other use of rental needs Regional Property Manager approval.
● The Property Manager must require the resident to execute an amenity room lease contract with

an attached copy of the amenity inventory of furniture and accessories.
● Each individual Property Manager Binder will specify which amenities may be leased and the

requirements for doing so.
● All operating files and property must be in a locked/secured area.  There should be no resident

access to desk or file cabinets.

Procedure Steps

1. Residents must reserve the use of the amenity in writing and designate the purpose of the rental.
2. All monies and deposits must be paid in order to confirm the reservation. The rental fee and

deposit should be paid by separate money order or checks. A one-time cleaning fee may be
charged and deducted from the security deposit.
3. The resident must sign the Reservation of Community Amenity prior to the rental date with an
attached copy of the amenity inventory of furniture and accessories. The agreement is filed in the
resident's file.
4. All rentals must be logged on the calendar.
5. On the date of the rental event, a walk through with the inventory sheet will be completed with the
resident and keys checked out to the resident.
6. After the function, an FOL team member should inspect the amenity, review the inventory sheet,
and process the security deposit.
7. If damages are in excess of the deposit, the resident must issue a check for the balance.
8. Some events may be dealt certain restrictions to ensure compliance with fire code.

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FOL Management Name: Elevator Reservations

Standard Operating Department: Building Operations
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
To manage the schedule for the use of the property elevators to ensure a smooth move in/move
out process for new residents and to minimize inconveniences to our residents

PROCEDURES
● Pull the move ins and move outs for the next week
● Reach out to the residents to schedule a time for using the elevator
● Input the information of the time to be scheduled in the Elevator Reservation Calendar
● Prior to the date of the reservation, send out communication to the team to assist with
the process.
● At time of reservation, lock the elevator for residents.
● Once reservation is over, unlock the elevator for all resident use.

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FOL Management Name: Packages and Deliveries

Standard Operating Department: Building Operations
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To responsibly manage daily the daily package deliveries from different mail and food carriers

PROCEDURES

● All packages are to be logged through the package room or package system in place.
● All packages must be placed in the appropriate areas (locker, package room etc)
● Packages should not be left with staff
● For food delivery, staff must reach out to residents whom the food belongs to.
● Advise the resident that we will hold on to their food for 3 hours.
● Once 3 hours have gone by, please discard the food delivered.
● Any overflow of packages should be stored in the Package Storage room and the

resident must be notified to pick up their item within 48 hours. 
● You will be able to message residents about their delivery through the Carson App

23

FOL Management Name: Vehicle Registration

Standard Operating Department: Building Operations
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
We have partnered with ASTA to monitor and enforce rules in our parking garage. They use
LPR cameras in the entrances of the garage that read the plate numbers of vehicles; that
information is synced with the PPM system. It is crucial that we maintain the PPM portal up to
date to avoid tickets and inconveniences to our residents.

PROCEDURES

If the LPR camera reads a plate that is not registered in the portal, it will issue a ticket that will be sent to
the owner via mail within 72 hours. The ticket will initially be $60 after 30 days it will increase to $85
 
The onsite team will be responsible for maintaining and updating the PPM portal. This includes registering
move-ins, move-outs, rental cars, staff vehicles, and any other instance that a vehicle will be accessing
the resident levels (5-10).

The Dashboard:

● You will only be using the Parking Permit tab 
● You can see how many permits we have registered in the search bar
● This will have all the resident vehicles that we have registered.
● You can search by name, plate number, unit, vehicle etc.

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Adding a New Permit:

● You will be adding new permits for Move-ins, rental cars, new cars, etc.

● Click Add, everything highlighted must be filled out.

● Plate Number: Must be in all CAPS and no spaces
● State: The state that the car plate/tag is registered in
● Valid start/ end date: Make sure that you are inputting the correct format. This should

correspond with the lease. 
o YYYY-MM-DD HH:MM:SS

● First and last name: This should be the same as their Drivers License

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● Street: Use this section to note the Apt # (if RBB note what room) if they are staff, or have a
reserved space- make sure you note that here

Examples:

● City: Here you will enter the vehicle make and model 
● Notes: Always enter notes. You need to notate why you entered them, your name, date and time

of entry and any other relevant information. 

This is what a correct permit entry looks like:

Expiring a Permit:

● When we need to delete a permit- we have to Expire it.

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● Click on the three dots at the right under Status 
● Best practice is to set the expiration date that matches the lease end date when you initially enter

the permit; seen under Validity
● You can edit a permit by clicking on Edit and then save it

o If you are changing the plate, you must expire it and add a new one. If the plate is
staying the same, you can edit. 

27

FOL Management Name: Vendor Visits

Standard Operating Department: Building Operations
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To manage vendors and contractors coming to the property

PROCEDURES

● Obtain the following information from the vendor
o Full name
o Vendor details
▪ Company Name
▪ Work the are completing

● Place this information in vendor access sheet
● Confirm this information with appropriate persons (management, resident etc)
● Once confirmed, take ID when fob access is given
● At the end of shift, make sure all fobs have been returned.
● If fob is still being used at the end of your shift, notify and give ID left to community

manager

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FOL Management Name: Granting Building Access

Standard Operating Department: Safety & Security
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
To responsibly manage access to guests, deliveries, and vendors.

PROCEDURES

● They will use the intercom system to request access and the intercom will call the Carson App at
the front desk

● Gather the following information before allowing entry
o Full Name
o Reason for visiting
o Unit and resident they are visiting
o Vendor details
▪ Company Name
▪ Work they are completing

● If we confirm proper authorization for visit, finalize the conversation “Good (Morning, Afternoon,
Evening) I’m (your name), welcome to “our home”.

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FOL Management Name: Media Response Policy

Standard Operating Department: People
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
All media responses should be handled as listed below.

PROCEDURES

Associates must comply with the following guidelines in crisis situations and when handling media
inquiries:

• If a situation occurs in your community that may generate or has generated media interest, or if you
receive any media inquiries, please contact Management & Communications immediately. 

See contact information below.

• If media arrives at the property, please do not make any statements or comments. Please use this
statement to remove them from the property:

“I’m sorry but this is private property and, unless you are a guest or a resident, we cannot allow
you to enter the property. If you provide me with your name, number, media affiliation, and what
specific information you are requesting, I’ll be sure to have an association spokesperson get back
to you with further information.”

Please escort them off the property and ask them to turn off their cameras and point their cameras toward
the ground. And notify the following contacts immediately.

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FOL Management Name: Telephone Etiquette

Standard Operating Department: Service Standards
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
For guidance on proper telephone verbiage and manners.

PROCEDURES

● All phone calls must be answered within the first three rings.

● Staff must answer with, 
● “Good morning/afternoon/evening”
● “It’s a great day at Society”.  
● (STATE NAME) speaking, how may I assist you?”
● Refer to resident as Mr, Ms, Mrs.
● Ask if there is anything else you can assist them with.
● Thank the resident for their time

● If you need to transfer a call to one of the other departments, 
● press the “hold” button. 
● Dial the extension that you need to transfer, 
● Announce to the person who is on the phone and their needs.
● Press the transfer button and the department extension you want to transfer to. Quickly
press “transfer” on the screen to complete the transfer.

● IMPORTANT NEVER give out anyone cell phone numbers!!
● IMPORTANT NEVER BLIND TRANSFER A CALL

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FOL Management Name: Email Etiquette

Standard Operating Department: Service Standard
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

A guideline on the proper way to email professionally

PROCEDURES

● An email should never take the place of a phone call, particularly when the information being
conveyed is of a sensitive nature or may be misconstrued by the resident or prospective
resident. 

● When composing an email, be brief.  Use only the amount of words necessary to make your
point. 

● Use proper grammar and business language when composing emails.  Avoid the use of "text
language", characters, and smiley faces. 

● Never use all capital letters when sending an email, as this implies anger or shouting.
● Email may not contain any content that reasonably may be considered to be offensive,

discriminatory, defamatory, or threatening.
● Team members are prohibited from using Company email addresses to access or transmit

inappropriate, offensive, pornographic, or sexually explicit material. 
● Team members are not permitted to use personal email accounts for business use. 
● Team members must not use Company email addresses for the purpose of personal

communication including but not limited to forwarding Company emails, chain letters, jokes,
pictures, and videos. 
● Team members must not use Company time to check personal emails. 
● The Property Manager is responsible for distributing to all property team members any emails
that pertain to Company policy. 
● Refer to Brand Standards Guide for font and type style. 
● All email accounts must include the FOL approved email signature.
● All emails sent should contain confidentiality statements.
● TIPS:

o Team members should be mindful that all emails, with the exception of those
transmitted to a licensed attorney for the purpose of seeking legal advice, are
discoverable and may be used in a court of law.

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FOL Management Name: Interviews

Standard Operating Department: Service Standard
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

Interviews should be conducted and scheduled based on the candidate profile.  The level of the
candidate will facilitate and determine the interview process.

PROCEDURES

1. Screening:
Method: Zoom/Phone
Responsible: People manager
Candidate Profile: All candidates

1. Interview 1
Method: Zoom/In Person
Candidate Profile: Resident Experience Associate/Membership Specialist
Responsible: Transitions Team
Candidate Profile: Facilities Team
Responsible: Andy
Candidate Profile: Community Manager/Resident Experience Manager
Responsible: Transitions Team

1. Interview 2 
Method: Zoom/In-person
Candidate Profile:  Resident Experience Associate/Membership Specialist
Responsible: Community Manager/SVP
Candidate Profile: Facilities Team
Responsible: Andy

2. Interview 3 (only required for Community Manager/Resident Experience Manager/Facilities
Manager/Engineering lead
Method: In person
Candidate Profile: Community Manager/Resident Experience Manager 
Responsible: Bruno/Chris
Candidate Profile: Facilities Manager/Engineering Lead
Responsible: Community Manager/Ayda

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FOL Management Name: Key Control

Standard Operating Department: Safety & Security
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
The following procedures serve as a guideline for key control and accounting for FOL Properties.

PROCEDURES

NO MASTER KEY OR FOBS ARE PERMITTED TO ANY MEMBER OF MANAGEMENT.

KEY CHECK-OUT PROCEDURES 

• Only management employees are permitted to access the keys in the Key Management
Systems (i.e., Salto) per the following guidelines: 
 

● For occupied units, we must have Yardi Portal Authorizations or signed Authorization
for Key Release or on file from the resident granting permission to release a key to
the key requestor for that date and time. 

● All key requestors must leave a valid photo ID on file in the Leasing Office while the
key is in their possession; the ID will be returned when the key is returned. 

● Keys must be signed out at the time of release on the Daily Key Control Log. Keys
must be signed back in on the Daily Key Control Log at time of return. 

● For service requests, we must have permission to enter from the resident before
programming keys or entering the unit. 

ELECTRONIC LOCKS (i.e., Salto) 

● Each employee will be assigned a unique login and password. Contracted Concierge
personnel may be assigned a login and password to create keys with limited access levels. 

● Electronic lock system keys may be programmed as “Common Keys” for service requests. All
units can be assigned to one key. The key should be programmed at the start of each day set
to expire at the end of each day. Keys should be used for that day’s service requests only. 

➢ Note: The employee actively “on-call” is permitted to program a “Common Key” for service
requests/emergency. The key should be programmed at the start of “on-call” rotation and
set to expire at the end of “on-call” rotation. Keys should be used for service requests and
emergency requests only. 

● Approved key requesters can be issued a unit key programmed for limited use. The key
should be set to expire at midnight of that day. Pre-programming for future events is a
violation of the Key Control Policy. The key must be erased when returned. Keys must be

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checked in/out following the Key Checkout Procedures and the requestor must leave a valid
photo ID on file in the Leasing Office until the key is returned. 

● “Vendor” sets may be programmed to allow access to controlled access areas such as
elevators to vendors. A vendor set consists of a fob programmed at the lowest access level
and may also include a key to the Telecom/Mechanical rooms. Vendor sets must be checked
in/out following the Key Checkout Procedures and the requestor must leave a valid photo ID
on file in the Leasing Office until the key is returned. Vendor sets must be kept in the secured
key cabinet and are not to be programmed to open units. 

● All keys must be immediately erased when returned. It is a violation of the Key Control policy
to store programmed keys in desks or any other location. 

● All traditional mailbox, storage, and building keys (non-electronic keys) must be kept in a
secured key cabinet. 
➢ These keys are NOT PERMITTED to be labeled with their specific use
(i.e., “Maintenance Shop,” “Mailbox 301”, etc.)  

KEYING FOR MOVE-IN  

• At the time of move-in preparation, management personnel will program the entry door
lock ONLY for the new key. 

 
KEYING AFTER MOVE-OUT OR ANY RE-KEY 

● The employee who receives the key(s) from the resident will erase it or remove access levels
from the system. 

● Maintenance personnel will program the vacant key upon move-out until time of move-in
preparation. 

● Mailbox Locks: Maintenance personnel will replace the lock after each move-out. ➢ They will cut

(2) copies of the key and install on tag in secure key box. 

o Note: Additional keys will be cut, if needed, at time of move-in preparation. 

OTHER NOTES TO REMEMBER: 

● Do not write unit numbers on the keys. 

● Do not document key pins/code. 

KEY ACCEPTANCE – NEW CONSTRUCTION PROPERTIES ONLY 

• This policy serves as a guideline for accepting keys from Construction at turnover: 

● After accepting a unit, the locks are required to be programmed to the designated
Vacant Key by Maintenance personnel. 

● Lock will remain keyed to the vacant key until the time of move-in preparation (make
ready).

● Document the date of re-key by creating a service request in operating system

35

FOL Management Name: Lock Out

Standard Operating Department: Safety & Security
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

Occasionally, a resident will accidently lose or not have access to their key. In this case, our
residents will appreciate our assistance in helping them obtain entry into their residence.

PROCEDURES

● During office hours, to allow a resident back into their home, a team member will:
o Verify the individual is a leaseholder.
o After office hours, the on-call team member will inform the caller that only lease holders
can be let into units or can be issued a new key and that a service call fee will be
assessed.
o The on-call team member will verify identity by comparing the individual's ID with the unit
lease.
o The on-call team member can allow the individual entry by following the procedures in
the Procedure section below.

● If the person requesting entrance is not listed as an occupant, do not disclose any information
about the apartment, the apartment occupant(s), or apartment number.

● If the person is a minor, do not open the unit or give a key without notice from the lease holder.
You must talk to the lease holder before letting the child in. If the leaseholder is unavailable, the
child must stay in the leasing office until proper contact is made.

● The cost for lock-out service and a replacement key should be stated in the lease or property
policies.

● Cash or gifts may not be accepted by on-call team members servicing key lock-outs, and no fees
should be collected at lock-out time.

● A key from the key box should not be checked out to residents.

Steps

1. During office hours, the FOL team member checking out the key will verify identification of the
resident against the lease file. The normal key checkout policy will be followed.   

2. After office hours, the team member taking the call will pull the resident file, verify the individual is
on the lease, and inform the resident of the fee.

3. The on-call team member will complete a Service Request form and indicate on the Service
Request form to charge the resident ledger the lock-out fee.

4. The resident will incur any fees for rekeying the unit. The office staff will be responsible for billing
residents who incur such fees. 

5. The fee is added to the ledger and then collected with the following month's rent.
● No fee is to be collected by the maintenance team member.

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2. Provide the answering service with the after-hours service emergency call list. Update the list as
necessary.

3. The maintenance team member will notify the Property Manager of the lock charge so proper
billing can be assessed.

4. The Property Manager will enter the charge in the property management system and send a
friendly balance due letter to the resident.

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FOL Management Name: Lost & Found

Standard Operating Department: Safety & Security
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE
In the event there is a lost item found or a lost item that cannot be found.

PROCEDURES

Found Items

• Articles found on the property must immediately be turned into the buildings Lost and Found
located with the concierge.
• Articles must be added to Lost & Found Log
• Items found in the building should be cross-referenced with all reported lost items on the Lost
& Found log for possible matches
• Found items must be secured based upon their value using the following guidelines:

o If the item is valued at less than $50 USD, it must be stored in a secured area at the
building for 90 days, or longer if required by local/state law

o If the item is valued at more than $50 USD, it must be kept in a safe deposit box or
other locked area for 180 days, or longer if required by local/state law

o Cash must be kept in a safe deposit box or other locked area for 180 days, or longer
if required by local/state law

o Credit Cards:
▪ Contact the number listed on the back of the credit card and report the card
has been found
▪ Inform the card company that the credit card will be destroyed
▪ Destroy / shred the card immediately

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Lost & Found Log

• Building must maintain a Lost and Found log on which all lost and found items are to be
documented. The log must minimally include:

o date the item was found
o person who found the item
o location at which the item was found
o description of the item
o location at which the item is being stored
o return or disposal/dispositional information (i.e., a owner/guest signature when item
claims, phone calls from guests, etc...)

Return Lost & Found

• Items are returned to their owners/guests upon the guest's request ONLY
When a guest claims a 'lost' item the building must have the guest/owner sign the
appropriate Lost & Found log item / section.

o Guest signature is required when guest claims the item at the building
o Guest signature is NOT required when return is facilitated via mail, however
o conversation date and phone number should be recorded in the lost & found log
o Buildings may ask residents to pay any postage associated with returning their lost/found

items.
o Credit card numbers/information for postage payment should never be hand-written.
o Instead, consider Cash on Delivery (COD) delivery or archived folio information

Unclaimed Items

• Items that remain unclaimed after the required period of time has passed may be returned to
the person who found it
• The final disposition of the item must be recorded in the Lost and Found log accordingly

39

FOL Management Name: Offer Letter

Standard Operating Department: People
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

The purpose of this SOP is: To provide a clear understanding of how the offer letter
process should be initiated and who handles what part of the process as well as what
documents need to be included.

PROCEDURES

1. Offer letter Template:

There are two types of offer letter templates, one for hourly and one for salaried
positions. Depending on the hire the form is selected and filled out with the following
information:

● Candidate Name
● Candidate Email
● Position Title
● Manager Name
● Start Date
● Compensation

The templates can be found in the Drive or can be requested to the People Operations
department.

After the letter is complete it is sent over to Stella from legal to review.

2. Offer Letter Email for Review/Approval:

Below is the template for the body of the Offer letter email:

● Name:
● Email:
● Start Date:
● Title:
● Job Description:
● Manager:
● Compensation:

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● Base Salary:
● Bonus:
● Equity: N/A.
● Signing Bonus: N/A.
● Benefits: Standard company benefits package (health insurance, etc.).
Attached to the email, send candidates resume, Restrictive Covenant and full JD.
Depending on the role, you may be required to include 2 reference check forms as well
as a Values Matrix form for the candidate.
It must be sent to Stella and CC, Bruno, Chris, Don and Eyal.
3. Sending Offer Letter to Candidate:
Once approved by Stella (Legal) The offer letter and Restrictive covenants are sent to
the employee.
Verify all sections have been initiated and signed before sending over to the payroll
department for processing.

41

FOL Management Name: Background Check

Standard Operating Department: People
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To provide a clear understanding of how to process background checks on new hires.

PROCEDURES

1. Requesting Background Check form:

After receiving a signed offer letter, an email will be sent to the candidate by the People
Operations Manager that will request they fill out the disclosure authorization form and
background screening authorization form.

2. Submitting Forms to Fidelity:

● To start the background check process, we need two forms filled out. The new hire fills out the
authorization form, and we (the person processing the background check) fill out the order form.

● Once both forms are filled out, you will need to sign into Fidelifacts to the corresponding account.
Each property and corporate will have a corresponding Fidelifacts account.

● To conduct the background check, select the “Request” tab on top of the screen. There you will
need to enter all demographic information, Fields with a (*) must be completed.

● On the right-hand side of the screen you will see “Select Searches to be Performed”, deselect all
the options pre-selected, and select the following:
○ Credit Report
○ 50 State Criminal Record

● Then, select “Continue”.
● There you will be asked to “Enter Search Requested Details”, review all information is correct.

Under “Document Management” you will add both forms, the authorization form and the order
form.
● One you select the file/document to upload you will be asked to name the file on the site prior to
submitting.
● You must check the box highlighted in yellow to certify that the person processing this
background check is compliant and has met their obligations as defined in the FCRA.
● Click “Agree and Submit Order” to process background check.

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3. Background Check Results:
● To review background check results, you will need to sign into Fidelifacts to the corresponding
account. Each property and corporate will have a corresponding Fidelifacts account.
● To review results, select the “Results” tab on top of the screen. There you will be able to search
for results, view recent results and/or view archived results.
● Once you locate the candidate, you can click on the name and view results details and/or print
selected results.
● Results can take from 48-72 hours depending on the State.

43

FOL Management Name: Payroll

Standard Operating Department: People
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To provide a clear understanding of how payroll is processed. Including how to register a new
employee, review timecard, process missed punches as well as time off request and when
payroll needs to be processed.

PROCEDURES

1. Registering a new employee: All new employees will need to be registered to Vensure.
● To register, the Offer letter as well as Social Security of the candidate need to be sent to

Valarie Hernandez for the account to be created. Once the information is entered in
Vensure the employee will receive an email (to their personal email) with information on
how to register.
● The email will require new hires to click on the 'Register' button in the right-hand corner
to create their unique username and password. Once they log in, they will be directed to
begin the onboarding process.
● Once the employee is registered and has completed the onboarding process, their
information will transfer over to TimeCo (time tracking software) where they will input
worked hours.

2. Clocking in and out:

All employees will have two ways of accessing TimeCo:

● Through the Vensure website: Once they have logged in there will be a tab on
the left hand of the screen titled “TimeCo”, once selecting it they will be rerouted
to a new tab giving them access to the time tracking software where they will be
able to clock in and out as well as request time off.

● Through the TimeCo App: All hourly employees can download the TimeCo app to
click in an out when they are at the property. The building IP address will
guarantee that no employees are clocking in or out from other locations.
○ The login credentials needed for TimeCo are different from the ones used
for Vensure.
○ Username: FOLPM/first initial and last name so it would be
FOLPM/JSmith for a John Smith
○ Password: Myyyy as password, just month and 4 digit year, no leading
zeros. So for someone born in February 1970 they would use 21970 as a

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password (note, not 021970, you would omit the leading zero)
3. Processing missed hours/punches: All Community Managers as well as Facility

Managers will have access to review and fix the missed hours/punches of their direct
reports.

● Managers must access TimeCo to review and fix any missed hours/punches
● Under the “TimeCards” tab, the manager will be able to view all timecards or view

“Exception Cards” which are missed punch exceptions. This option will highlight
only those employees who have a missed punch.
● To view a timecard or a missed punch, you will need to select the employee you
wish to correct, add the time missing or fix added time. Select “Save” at the top
right corner of the screen to save changes made to each timecard.
4. Processing PTO/Vacation: All PTO/Vacation requests will be processed through TimeCo.
● Managers must access TimeCo to approve or deny any time off request.
● Under the “Leave Request” tab, the manager will be able to view all time off
requests, view the request calendar, new pending requests and add a request on
behalf of the employee.
● To view any pending or approved/denied request, managers can select the “all
request” option and review any submitted time off request.
● The information included in the request will be:

○ Name of employee, Status, Leave date, Requested date, Category and
Balance (Hours requested)

5. Processing/Submitting Payroll: Payroll can only be submitted by the Community
manager, Regional Manager or HR Manager
● To process/submit payroll all time cards must be reviewed in TimeCo, no
timecard should have an exception in the system and all hours should be verified
with team members.
● Once all hours have been verified, to submit you must select the “Timecards” tab
and navigate to the approvals option. There you will select all timecards you wish
to submit. Once timecards are submitted, they must be Exported.
● This export is what transfers over the payroll information to Vensure.
● To export, the configuration icon on the top right of the page must be selected.
Once selected under general, you will click on PrismHR. To view all the submitted
timecards, you must select the option to preview payroll hours.
● This will be the last time to review all submitted time before exporting to Vensure.
Once verified you will scroll to the bottom of the page and select the option to
Export.

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6. When to process: All employee timecards are submitted as per payroll calendar
schedule, on cutoff date and by 12noon.

Commision payout will be included in the second paycheck of every month for the
commission earned the previous month. This allows time for management to process all
commision earned up to the end of the month.

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FOL Management Name: Benefit Selection

Standard Operating Department: People
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To provide a clear understanding of how onsite employees can register for benefits and make
any changes to their benefit selection.

PROCEDURES

1. Registering for benefits: All onsite employees will receive an email to begin and complete their
onboarding process.
● Vensure will send all new hires an “Action Required” email prior to their start date that will
guide them through the onboarding process. This process will include a benefit guide and
information regarding when to enroll.
● All employees will have a month from their hire date to enroll in company benefits
● Benefits will be active/available to the employee the first of the month following 30 days
with the company. Example: If the employee starts on 8/15, a month from that date will be
9/15 making the benefits active the first of the following month 10/1.

2. Updating/Making Changes to Benefits:
● After the benefits are selected the employee can only make changes to their selection
during their first month of hire, after that period is closed, the employee will not be able to
make any changes to their selection.
● The only exception is if they have a qualifying life event.
● They will be able to make changes to the upcoming years selection during Open
Enrollment. Open Enrollment is a period, occurring once per year, when employees of the
company may make changes to their elected employee benefit options, for the following
year.

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FOL Management Name: Compliance

Standard Operating Department: People
Procedure (SOP) Effective Date: 7/29/2022
Last Review: 7/22/2022

BUSINESS OBJECTIVE

To provide a clear understanding of how compliance is processed for new hires and existing
employees.

PROCEDURES

1. Register new employees to Edge2Learn: All new hires, corporate or onsite must be registered in
Edge2Learn.
● To register, the People Operations Manager will log in to Edge2Learn and select the
“Employee” Tab. Once in the employee section, on the top right corner there will be an
icon with a “+” sign indicating where you can add a new employee.
● Once the icon has been selected, a pop up with open indicating what information is
required to register the new hire. Information required includes username, first name and
last name. You do not need to add a password as the system will automatically grant a
password to the employee.
● Password:
o Admins PW is: fo1234
o Everyone else-Global PW is: TrainUp

● The employee will receive a registration email directly from Edge2Learn, that will include
username and password information as well as the link to access the website.

2. Adding New Policies: Policies are added to Policy Edge, a system provided by Edge2Learn.
● To view existing policies and add new one, you must log into Powerdms. Once in the
system on the left-hand side you can select the “Document” tab to view policies or select
the “new” tab on top of the screen to add a new document.
● You can drag or drop a file or click to browse your computer to select the policy you want
to upload. You can also create the document directly on the site or upload google drive or
One drive.

3. Assigning New Training: All training can be added in the Admin View dashboard in Edge2Learn.
● To access the admin view dashboard, you must log into the Edge2Learn portal and select
the “Go to Training” icon at the bottom of the site.
● Once in the dashboard, you’ll need to open the course > check the due date is what you
want under the Settings tab > then click on the Teams tab to choose the positions you
want to assign it to. You should find these instructions on the LMS Management widget
from your Admin dashboard. Courses can also be assigned by Position or Location
(Property).
● Current assignments in the system:

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o Fair Housing – 1 week of hire
o Sexual Harassment (regular and supervisor) – 2 weeks of hire
4. Deleting employees from Edge2Learn:
● To delete/remove an employee from Edge2Learn, the People Operations Manager will
log in to Edge2Learn and select the “Employee” Tab.
● Once in the employee section, on the top right corner there will be an icon with a
magnifying glass indicating where you can search for all employees. If you don’t want to
search by name you can also scroll down the list to select the employee you wish to
delete/remove.
● You must double click on the name of the employee and a drop-down menu will appear.
One of the options will be “Delete” and once selected the employee will be removed from
your active employees list.
How to pull compliance Reports: All compliance reports can be found in the Edge2Learn
portal.
- Once in the portal, by selecting the “reports” tab on the left-hand side of
the screen. The type of reports available are the following:
o Employee Report
o Group Report
o Course Exception Report
o Upcoming Courses Due
o Overdue Course Report
o Compliance Report
o Recent Completion Report
- When the desired course is selected, you will be able to add recurring
reports, request reports as email once, or download as excel or CSV.

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