Managing Maintenance Staff

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In shared-interest communities, the effective management of maintenance staff is crucial for keeping the property in good condition and maintaining a high level of service for residents. Maintenance staff includes various roles, such as superintendents, custodians, and handypersons, whose work ensures that properties remain clean, safe, and functional. In essence, the maintenance staff is the backbone of all day-to-day operations.

Effective management of these teams involves clear communication, setting realistic expectations, structured workflows, and treating staff with respect and fairness. Disciplinary, corrective action also helps maintain order and ensure staff are held accountable. In larger communities, where multiple levels of staff are involved, a well organized team is essential.

“In Florida, there must be a Community Association Manager (CAM) on the property, even if you are self-managed,” says Gen Moxie-Adams, Vice President of Operations and Management for AKAM Southeast. “A self-managed association would hire someone without an affiliation to a particular company. That’s the law. Typically you have a manager, then, depending on the size of the community, an assistant manager. Under that you might have a chief engineer or a maintenance supervisor, which is something like a super. They are the boots on the ground, so to say. A larger community might have a property manager, assistant chief engineer, front desk persons around the clock, then a maintenance team under the chief engineer, a housekeeping team with a supervisor, and possibly an office staff under an assistant manager. The chain continues all the way down to a full-time valet.”

While in-house staff handles many day-to-day tasks, there are limits to what should be delegated. Jobs requiring specialized skills or licenses, such as plumbing or roof repairs, should be outsourced to professionals. This ensures compliance with regulations and avoids liability issues. Staff should also be limited, or altogether prohibited, from performing private work for residents, as it can lead to complications.

Ultimately, successful staff management relies on respect, structure, and clear expectations for all roles, ensuring that both residents and staff benefit from a well-maintained and smoothly operating community where maintenance teams can thrive.