G/
GENERAL POLICIES FOR ALL TM
g.sdcpm.net
0: How can I try to quickly find a policy ?
Use the Find function (hit the ctrl key+f) and then enter a keyword related to it
1: Where do I find other policy short URLs for SDCPM ?
/a=accounting, a.sdcpm.net
/ap= Accounts payable, bills , invoices etc ap.sdcpm.net
/ar=Accounts receivable, (rent due from tenant's etc) ar.sdcpm.net
/c=customer service, *ic.sdcpm.net)
/m=maintenance, (ie m.sdcpm.net)
/meld=Meld meld.sdcpm.net
/mk=marketing (ie mk.sdcpm.net)
/rm= Rent manager rm.sdcpm.net
1.1 How do I get a list of ALL short URLs for SDCPM?
Follow short.sdcpm.net
1.11 What does “In writing “ mean ?
It means any communication in written form such as email, SMS (text message) ,WA, Meld message, sent via USPS,
All written and verbal communication should be added to RM ticket or Meld message so that it is kept in one place
for all TM’s to have access to.
1.2 Owner contradicts an SDCPM policy?
If an owner contradicts or wants us to skip or alter any SDCPM policy, then you need to ask JB about it. Do this in the most pertinent ticket that somehow relates to this issue. For example: If the Owner wants us to let a new tenant move in without having provided a Renter’s Insurance, then you need to let JB know about this in the TCT under F: “7/28 JB/CS2 Owner wants the tenant to move-in without having provided the Renter’s Insurance. Owner says that the tenant can provide it after they move-in. Is this ok as per 1.2 /g?”
2. How do I find what an abbreviation/acronym used in an SDCPM policy means ?
A: Follow abr.sdcpm.net
B: Do not use them with non TM’s unless the abbreviation is commonly used already
3 . What should I do when I start work each day ?
A: Login to Time Doctor, and Rent Manager
B: Click on your Google chat (this will then enable the “Green “ icon to appear so that JB and others know you are
online Follow notes.sdcpm.net You do not need to let JB know by chat that you have started work
4. How do I check if there is a system wide problem with Google gmail , chat etc?
Follow https://www.google.com/appsstatus#hl=en&v=status
4.5 What should I do if I have a general Google problem or using a Google app(eg gmail)
Follow google-prob.sdcpm.net
5: Should I send anything that mentions the SDCPM address of 7853 EL Cajon Blvd ?
No , Follow info.sdcpm.net
6: What should I do if I know I will not be available to work on my normal schedule?
A: Add a note in the SDPM shared calendar at LINK on the date and times you will not be be working, using the only
Words “Not working “ and your TM initials
B: Do not add any other explanation, such as “doctor” etc why you are not working and do not let JB know what you
added by chat
See example below,when CS2 is not working the entire day
If you will not be working for a specific time window (eg 1pm to 3pm) fill in the block of time on that window in the
calendar
6.1 What should I do if I start work late or finish early, are delayed, or will be unavailable for
a specific part of the day?
Send a WA to the “SDCPM “ group letting everyone know when you will not be available and when at the
latest, you expect to be available. Do NOT GIVE the reason why
For example “I will arrive by 3pm today”
If you are not sure of what the latest time will be, just say you may not be in at all today.
Please do not add if you can be in “sooner if possible”.
NOTE This is NOT needed if you already added to the Google Calendar as in 6 above on a previous day
Do not mention that your RM “Seat” eg SDM-2 will be available
6.5 For Time Doctor users , when do I need JB prior approval?
A: To work more than 40 hours in any Monday to Sunday period?
B: To work on weekends
C: To work before 7am or after 7pm
D: if you need to chat with SS before your scheduled start time, no approval is needed by JB
7: What should I do if someone mentions in one Meld or ticket about an issue that I know is already being dealt within another Meld or ticket ?
A: Add the applicable note to the corresponding other Meld(s) or Ticket#’s so as to keep the communication in the correct place
B : Add in the original TK or Meld the corresponding TK or Meld # that you added in A above
8: Someone asked me to find out why a T/O/V/TM did something , what should I do ?
Ask them and let the person who asked you know what answer you got
9: What days does SDCPM not work ?
Unless otherwise agreed, see info.sdcpm.net
10: Should I ask JB a question, or make a request etc, via email or chat
A: No ,( unless JB told you to in the TK or Meld or whote there MCHAT, in which case see C below,) but just add it in the Meld or TK
(making sure to follow dont.sdcpm.net as applicable). This is to reduce the # of unneeded interruptions.
If you do not know what TK or Meld to use, add it in your “Control” TK or Meld URL as per who.sdcpm.net under column “Control ... “
B: If you think JB needs to check the Meld or TK today, let JB know why , always quoting the SN NN if applicable and TK#
or the Meld URL# , (note inspection related Melds should never be
For example
“please check today F4 T33322, as T is very upset and cannot wait any more”
C: If JB did tell you to let him know by chat, then add the phrase “WAXX” in your chat message, so that he will then know that he
requested you to let him know by chat once you had updated the TK or Meld and give him the TK or Meld#.
Do not give the full ticket or Meld description
For example
”33442 WAXX”
“Meld# TPX#ZW WAXX
D: If you do not know what TK or Meld to a
For example “T33321U WAXX “
10.1 If JB asks me a question in TK or Meld what should I do ?
Answer it by giving the policy URL including the specific text or checklist including the checklist name, checklist item name and
text of that checklist item that you followed (see also as needed dont.sdcpm.net)
11: A Policy or a checklist item is not clear to me,or I am unsure about it , what should I do ?
A: Let JB know (if JB is not your supervisor, to ask your supervisor) the specific short URL name and line item # and full text ,
OR checklist name and item # and full text of that item that is not clear AND
B: Explain to JB what is not clear and what clarification you need
C: If you think that the policy is OLD/OUTDATED, let JB know the date the Google doc was last updated (You can see it in "File
- Version History")
12: I think a policy or checklist item is wrong and that it should say something else , what should I do ?
Add a note in the ticket or Meld why
For example: "ownernew@ 2B may be wrong where it says, "6 " and I think it should say "18" because policy ownerold@ also
refers to 18. Please let me know if I am correct or not and if so why."
13: NA
14: How do I find the actual URL for the short form of /XXXX
Go to s.sdcpm.com/xxx. For example /m = m.sdcpm.net
15.3 When should I ask JB by chat for status on my Wise.com payment ?
If after 2pm the weekday following the day you did 15 above I did not get an email from Wise providing me the status on my payment
15.4 When should I ask JB by chat for status on my Moneygram.com payment ?
If after 2pm three weekdays following the day you did 15 above , the money did not arrive in your account
16: A policy needs to be updated by JB , what should I provide JB ?
Give JB the full policy short URL AND specific line item #’s and all the specific text
17:If JB asks me to create/edit a Google doc for a policy, what should I do ?
Follow gdoc.sdcpm.net
20: What format should I use when entering a dollar amount over $999 ?
Use example $3,233 and not $3233, ie add a comma between the thousands and hundreds
21: JB asked me to explain how or why/or how I did/process something/what the policy is ,what should I do?
A: For URL based policies , provide the domain ,line item # (if any ) and the full text of that line item
For example JB\AC I followed 3/revisedrent which says “ Change the rent to that agreed by O”
In the above example this means JB will follow step 3 of s.sdcpm.com/reviserent
1: Do not provide the policy that V or O use, but use the one for TM use
2: If the URL includes the word “old” eg “/ap_old” it is referring to an old policy so provide the current one instead
3. If you cannot find the policy to provide the URL if known to JB
B: For checklist based policies provide the checklist name , checklist item # and full text of that item
For example JB\AC I followed checklist “END OF VENDOR” item “ V Died “ which says “ if V died then make then inactive in RM”
C. i YOU CAN’
D. If someone asks “why “ did not do something , what should I do ?
Start your answer with “I did not......”
For example, if asked “why did I not email Fred”
“I did not answer Fred because I did not have his email address”
E: if you are not sure which "COT" ie customer office teamember" for example which COT should process the RA-V for a specific property , to use the assignment showing in www.mot.sdcpm.net
22: I need help processing something or/and answering a question,need to ask another team member (TM) a question , or questions re changing RM/Meld permissions, tabs etc. Who do I contact?
A: Provide your supervisor with the question and assign the N and SN to them or add their Meld tag
B: If the supervisor knows the answer they should add it to the TK /Meld and then assign the N/SN back to you
C: If the supervisor does NOT know the answer, the supervisor should add the question for JB and assign the N/SS to JB or Meld
D: If urgent for JB , send JB a WA Message with the TK# /Meld URL
22.1 Should I tell another TM something just for their information ,without asking a question/ making a request
Or suggestions etc ?
No .
23: JB Sent me a reminder in WA for a specific TK# or Meld #, what should I do?s
A: Process that TK or Meld .Note the TK or Meld may not have been assigned to you by JB in which case JB is just reminding you
to take care of the TK or Meld right away as it is past due .
B: Let JB know once the TK or Meld is processed by adding as in the examples below a WA message to JB
T44439U or TX3SS1 U
C: Do not provide details in the chat about the TK or Meld , just do as in step 2 above
23:1 What form of WA messages should I send to another TM ?
Use text format and not voice. This is because text is searchable but voice is not
23:2 What does adding “w” (lowercase “w”) mean if added after a SN number at the top of the title of a NN?
Adding the letter "w" in lower case to the title of the ticket eg "11w,13w, 15 CS2" would mean that in case of 11w and 13w CS2 is waiting/ following up with someone else or that it is a task that will take days or weeks to complete, while #15 can be completed and assigned to another TM while still working on 11w and 13w.
24: Someone asked me to find out why a T/O/V/TM did something , what should I do ?
If you cannot answer a question/request from someone to let them person know that you do not know the answer but will find
out and let them know and thank them for their patience, and then for the processor to get the answer from their supervisor,
assuming they already followed 21g
25: Should I ask JB by chat if he has time to talk by phone ?
No, just call him
25.1 If I call anyone and they do not answer should I always leave a voicemail message letting them know I
called and what it was about and a good time to call me back ?
YES
26: When should I follow up with someone ?
A: If the policy or checklist requires you to do so
B: If you asked a question or made a request
C: If JB told you to
27: What should I do if I need to follow up with someone ?
28 : A new vendor is offering their services, wants to work for SDCPM. What should I do ?
Ask them to follow s.sdcpm.com/vendor and for them to follow up once done with ac@sdcpm.com
29: Who are the SDCPM TM’s and what is their contact info, what do they do etc ?
Follow who.sdcpm.net
30: The link to a URL I was provided is broken, does not work, what should I do ?
Let JB know the error message you got and for what URL you are referring to
31: JB asked me to provide a short URL. What should I do ?
Always refer to the short URL (and create one if needed first) but if the URL is on the sdcpm website to first
create a GD , and then a short URL for that new GD and then refer to the short URL
For example s.sdcpm.com/meld , you have to provide JB “/meld”
32: When I call someone I just get their voice mail , what should I say on the message I leave them ?
A: Give them your name, phone # and extension and ask them to call you back
B: .If you are returning their call let them know that too
C: If you can answer their previous question , do so on your message
D: If JB asked you to call them to find out what they want, let them know that I asked you to call them
Back to try to answer their concerns
E: If you keep playing “phone tag” with them , provide them by phone and text 3 times that you will answer their calls
And then keep those times open and also ask them for 3 times that work for them for you to call them back
F : Update in an applicable TO or Meld what you did above
33: I need to provide proof of ownership or a title profile of a specific property
A: Go to the PCT under note name “MANAGEMENT AGREEMENT /PROFILE” and find it there as an attachment
B: If it is not there get it from below which are the Lastpass.com names and also process profile2.sdcpm.net
1: Chicago Title (keep the 1st page of the profile) OR
2 Stewart Title (keep the “property basis” 1 page only)
C: If you cannot find the profile by searching from the address
Try searching by the owner's name or APN# 9 See PT tab “TAX ID /APN#/PARCEL#”
D: If you still cannot find it, assign it to JB.
34 : I am filling out a form for SDPM or SDCPM , where can I get general answers ?
Follow forms.sdcpm.net
35: I need to provide an email address for an SDCPM document to be signed, what should I use ?
jbss@sdcpm.com (Unless a checklist or policy requires a different one)
36: I need to attach a file to RM or Meld, what file name format should I use ?
36.1 I need to process a document, what should I do ?
Follow doc.sdcpm.net
37: KTS wants to answer my question , what should I do ?
A: Let JB know in the applicable TK, what KTS want to charge and why
B: If JB approves the charge in the TK
1: Let KTS know the charge is approved
2: Follow KTS directions
3: Explain to O what the charge will be and why
38: What terms should I use to explain the method of communication used ?
TEXT(SMS) MESSAGE USING RM’s “TMC” : Text(TMC)
TEXT(SMS) MESSAGE NOT USING RM’s “TMC”: Text (not TMC)
For example someone sends you a SMS/Text message directly to your cell phone
PHONE CALL: Phone
EMAIL: Email
USPS MAIL : Mail
USPS CERTIFIED MAIL : Certified Mail
MELD CHAT : Meld Chat
DIFFE CHATBOT : Diffe.rent Chat via SDCPM bot on SDCPM web page
WA: WhatsApp Chat
39 : HOW SHOULD I REFER TO MY SUPERVISOR ?
A: TO ANOTHER TM : PROVIDE THEIR 2 LETTER INITIALS AS PER who.sdcpm.net
B: TO A CLIENT REFER TO “MY SUPERVISOR”
40: If a TM tells you by chat “U” what TK or Meld# are they referring to ?
The most recent one you mentioned in your chat to them
41: JB asked you to follow a policy . Do I just need to do this in future ?
No , due it now AND in the future too , unless JB said to follow it in the future in which case do that only
42: Lastpass login does not work , what should I do ?
Verify you used the correct User name showing in LP and if you did let JB know what error you got
42b: How do I use Lastpass on my Android phone ?
A: Follow LINK
B: For more help email support@lastpass.com
42c : My Master Lastpass password no longer works , what should I do ?
A: Check that I did not get an email from Lastpass asking me to verify a new location as in the example below
Login attempt blocked
Hello,
Someone just used your master password to try to log in to your account from a device or location we didn't recognize. LastPass blocked this attempt, but you should take a closer look.
Was this you?
Account cs6@sdcpm.com
Time Tuesday, September 21, 2021 at 3:53 PM EST
Location El Dorado, BCS 2282, MEXICO
IP address 187.250.39.24
Yes, it was me
Verify new device or location
No, it wasn't me
Ask my supervisor to try to log in as me and if they fails for them to provide via chat JB a screenshot of the error message they got
42d: What is a URL to ask Lastpass to support a question ?
lp.sdcpm.net
42e: What is Lastpass main policy ?
lastpass1.sdcpm.net
43e: What does “ALL OFFICE” mean on a name in LastPass?
It means that all SDCPM TM have access to it
43: How do I create/delete/modify a short URL or find where it is coming from ?
For example, to create s.sdcpm.com/running
Follow short-url.sdcpm.net
44: NA
45:NA
46: Should I email JB a question ?
No ,please add it to the applicable TK or Meld only
47: JB asked me via email/chat to provide the TK# & note name , or Meld# , should I chat/email him a question?
No, just reply as in the example below
C5/ T33343 OR
Meld T3PZ29
48. How should I name a document I upload into a TK or Meld
Include in the following order, the date you uploaded it first, the name of the V/O/T or other, any amount showing
on the document, and any related check# or/and reference # mentioned,plus summary description of the document
For example “Dec 23rd 2023 KTS $350 check# 22312,ref A33911, estimate for legal services re assistive animals”
49: Should I assign JB a Meld or TK just to let him know I am following up with someone
No , unless JB specifically asked you to. Just let JB know once you completed the follow up and got the answer you needed
Keep the TK note /sub-note or Meld assigned to you until done so as to remind you to follow up
50: What should I do if JB makes a verbal /chat request /question etc ?
A: Add a note of the date and method of communication(eg phone, TMC, SMS, Chat, Whatsapp etc) in the applicable TK or Meld so we
can keep track of what was said
B: Follow those any instruction or answer question you were given
50.1 What should I do if JB asks me why an O, T , TM,or V did something , what should I do ?
If you don't know why , ask the applicable O,T ,TM or V as showing in the T or Meld
51: A T or V said a TM or V or O was rude, unprofessional etc, what should I do ?
A: Get the details of what was said , on what date etc
B: Thanks the accuser for their feedback and let them know we are very sorry this occurred and we will investigate and get back to them
C: Find out from the accused if they agree or not with what they are accused of
D: Update A and B in the applicable TK (use the “OTHER” note ) or Meld and let JB know
52 : If a policy or checklist gives me an example of how to do something should I share that same example with a client?
No . Use the example to help you understand what to do . You will need to let the client know what applies in their specific situation
53: Should I ever delete any attachments , or notes or emails in RM, Meld, Gmail etc
No ,unless specifically told to in writing by JB
54: How can I change a policy from one on the SDCPM website to a Google Doc format ?
A: Rename the SDCPM one to include_old at the end of the short URL name
B: Recreate the original URL name as a google doc and follow step 17 above
C: Copy the text and images from the SDCPM one to the Google Doc and follow 2 of gdoc.sdcpm.net
D: Let JB know once done
For example if JB asks you to change s.sdcpm.com/brown to Google Doc then
A: Rename s.sdcpm.com/brown to s.sdcpm.com/brown_old
B: Create s.sdcpm.com/brown as new Google Doc
C: Copy the text and images in s.sdcpm.com/brown_old to s.sdcpm.com/brown
D: Let JB know once done
54.1: Should I follow a policy whose short URL includes the word “old”?
No, as normally such policies are for old, obsolete ones that have been replaced
55: A client finds Meld confusing , what should I do ?
Let JB know what exactly they find confusing and why and provide examples in detail
56: What should I do if a client's VM is full so I cannot leave a message ?
A: Try the next business day
B: If there is a Meld relating to that call, send them a Meld message that you tried calling them but their voice mail was full and also
Explain what you wanted to say by phone and ask them to call or reply to you to the message but if you need to speak to them
Give them 3 times and dated over the next 2 business days that you will be available to receive their phone call and then
Ensure you ARE able to answer the call then
C: If there is no Meld related to the call, do as in B above but email and TMC them instead
57 : T suffered a lost that was not due to the landlord's negligence & T wants landlord to pay for their loss ,what should I
do ?
A : Let them know that the landlord is only responsible for such losses when the problem was due to landlord negligence and not due to
an “act of God” where something happened that could not have been anticipated , and that they should make a claim on their renters
Insurance policy but in any case we will see if the landlord will agree anyway to pay for some or all of T loss and/or see if the landlord's
insurance company will
B: If a claim on O insurance policy has started already ask the Insurance company if they will pay landlord for the T losses.
C : Add the details include if applicable the answer to B above in the applicable TK or Meld and assign to JB for review . For RM tickets
follow too “CHATXX
57:1 What should I do if T opens a claim on their Renters Insurance policy ?
Follow t-ins-claim.sdcpm.net
58: T told me they have a maintenance problem, what should I do ?
A: follow repair2.sdcpm.net
B: Tell them to follow repair.sdcpm.net but if they asked by phone, give them the options verbally and then email and TMC
them the
URL too
59: O or an inspector or SDCPM field service person or V told me about a maintenance problem , what should I do ?
A :Create a Meld and assign to “Maintenance Office”
B: Provide the report who reported it the Meld# and ask them to follow up by calling ext 616 forCS4 and ext 620 for CS6
And ext 602 for CS1. see #107 /g for this).
60: I had a problem with the Time Doctor, what should I do ?
Add in your General Meld details of the problem as a manager to manager note for JB and add the meld tag “JB “
61: I am waiting a long time on the phone for someone. What should I do ?
A: If there is an option for you to get an automated call back , use that option
B: If there is no option for automated call back keep waiting and meanwhile continue to do regular work on computer
62: I am trying to catch up on my Gmail Inbox but I keep getting new messages ,what can I do ?
Install the free Chrome Extension “Inbox Pause” at LINK as pause new messages for a selected time
63: What should I do when I have communicated electronically outside RM or Meld with anyone (eg email, TMC,
chat,WA etc?
A: Add the text of the communication to the applicable TK or Meld in the applicable note and SN to include the date of that
communication and the method used to communicate (Do not add it as a note attachment)
For example
6: WARRANTY INFO
6/23 CS5/CS5 V emailed me on 2/11/22 “ Yes, this will include a 2 year warranty”
B: Follow up/process as needed
63:1 What should I do when I make a phone call when the V is added in RM already ?
A:Call from RM .If the # for the V is not there, add it first
B: When the receiver answers the phone say “Hi, This is X from SDCPM, today is Date X this call may be recorded is this ok?".
eg:"Hi, this is Joe from SDCPM, this call may be recorded, is this ok?"
C: If the receiver answers "YES" to the above question then the call recording may be used by SDCPM in case of conflict later about
who said what, when etc and make a note of the date and time you did the recording in the ticket.
D: If the receiver answers "NO" to the above question ask them to call you and leave you a voicemail message
answering your questions. If they refuse still ask them why and chat with JB
E: Add in the TK or Meld note as in the example below,
“4/11/21 CS2\CS2 I called T today who agreed to stop smoking “
63:2 What should I do when I receive a call FROM someone when the V is added in RM already ?
A: Add in the TK or Meld note as in the example below,
“4/11/21 CS2\CS2 T called me today and agreed to stop smoking “
63:3 What should I do when I make a phone call when the V is not added in RM already ?
Ask AC in the Meld to add the V and to let you know once done and then call them from RM
63.4 How can I set up a work # for WA ?
CS2 set up a 2nd work # on his dual sim Android phone and used Android app "Multiple accounts "this is because my phone doesn't handle
multiple accounts of the same app simultaneously, I understand that some new phones now do"
..................................................AND CS4 wrote “ I created a google voice number for it, received the WA code
on the google number. The new Androids allow you to have two Whats Apps on the same Android phone with one SIM only. If your android
does not allow for dual whats app then you download the app that allows you to download the app that allows you to do so.
and the cool thing is that once I am off work I disable the notification, and turn it back on till tomorrow morning, then I will not get notifications
on that WA, only during work:
63.5 How to download a call recording that you need to add to a ticket, MELD, post on WA or for any other reason?
Depending on the circumstances go to the History/Notes of the Tenant, Owner or Vendor.
Under Type select “rmVoIP” on the dropdown.
Locate the call that you want to download, left-click on it once, and click on “Details”.
Once the “rmVoIP Detail” window appears, click on “Send Email”.
This process could be very quick or it could delay for some seconds.
After 30 seconds if it still displays the “Downloading..” message where the “Send email” button was, click on cancel and repeat from step “d” and on.
If after 3 attempts it still did not download, cancel it and call RM (800)669-0871, after the answering lady starts speaking click on 4 and then 6. Have them shadow follow you so that they can see what you’re trying to do.
If the call downloads, then search for this email in your inbox. If it’s there then you can now copy it to wherever you need to copy it to. If it’s not in your inbox, wait for 1 minute and try searching for it again, if it still doesn’t appear, then try again from “d”, if it doesn’t work after 3 attempts do “g”.
64: O wants T to sign a release/agreement that all the problems regarding a dispute have been resolved in full so that
both O and T agree to not sue the other party regarding that problem and that neither party owes the other any
money ,What should I tell O ?
JB NEEDS TO UPDATE THIS STILL (per TG8QLQT
A: Let O know we can prepare a document ourselves and ask T to serve it at no cost but it would be safer legally for our attorney to draft the agreement a
65: When communicating with another TM , what abbreviation should I use ?
Use their 2 digit initials as on column A of who.sdcpm.net
For example CS= Sandy Ruiz
66: If someone I supervise is not showing active in WA within 15 mins of their scheduled start time and they did not already add in the SDCPM Calendar that they would be late or not working as per 6 above ,what should I do ?
A: Call/text/whatsapp them etc on their personal contact methods to find out status
B: 15 minutes after you to A above Let JB know what the status is by sending a Google chat message to him
67: Should I tell JB something just as a FYI ?
No, but if you think something is important let him know and ask him if any action is needed
68: What should I do if I have a suggestion on a policy or URL or any matter.
Add it to the applicable Meld with JB tag , or TK for JB to review
69: I need to access a page in a website but that specific page does not work. What should I do ?
Ask the company or person in whose name the website is (for example for billhowe.com you would contact Bill Howe Plumbing to resolve
your problem
70: Someone said someone is being “difficult” . What should I do ?
Get the specifics of why they think the behavior is “difficult “ what specific problem this caused and add it to the Meld or TK for JB review
71: I got an email /phone call/text/chat/Meld message from someone but do not know how to process it.
Ask your supervisor and if they do not know, ask them to let JB know they do not know the answer so that JB can advise them further. if you are an MOT and it concerns another MOT's property forward the Email to the appropriate MOT and let the sender know that you have forwarded it to that person’s email and for them to contact the MOT for any further questions.
72 : I sent a V a Meld or TK but they contacted someone other than me, and the instructions I gave them did not include
communicating with that person, what should I do ?
Tell them to stop communicating with that person regarding this specific TK or Meld
73: If I give a physical item to another person what should I do ?
A: Mark the TK# or Meld# on the outside of item/box/bag AND who it is from and who it is for
For example “FOR LB FROM CS: T33921”
B: At the time you give the item to the other person , ask them to confirm in writing that they got it
C: Attach the confirmation you got in B above to the TK note or Meld
74: How do I force merge Google contacts ?
Open your Contacts List
Hover over the icon/avatar image that appears on the left of your contact. This displays a 'radio' box.
Click this to check and select the contact.
Scroll to, and repeat for the other contact / contacts you want to merge together.
Click the branch symbol that appears at the top of the contacts page in a temporary bar (it is a vertical blue arrow with an extra leg and
shows after the second selection).
Merging will now take place
You will have to check name details because some will be overwritten by the process
74:1 How should I update RM to indicate someone uses WA ?
Use the example below where “WA” is added in the phone# notes
75: What should I do if I send something to the wrong person ?
A: Apologize to the person you sent it to in error and tell them to ignore as you sent it to them in error
B: Let JB know the error you made
76: I emailed someone who is not responding, what should I do ?
If the email address is not the main one showing in RM VCT , forward the email that did not get a reply to the main email address showing in
RM VCT letting them know to ask the person who did not reply to do so
77: O wants to meet the person who is scheduled to do an inspection , (re TRI/MRI/EXTERIOR/PMO ) what should I do
A: Provide them the name , phone# and email address of the person who is scheduled and ask O to contact them and let them know you
will ask the inspector to contact O too . Provide O te TR or Meld#
B: Let the inspector know the O wants to be present at the inspection, that you gave O the inspectors email address and phone # to arrange
and for them to contact O too (provide them the O’s email address and phone number)
78: Tenant's wants to give notice to move out. What should I tell them ?
Ask them to follow notice.sdcpm.net
78.1 I need to serve a notice to enter on a T, what should I do ?
Follow noticeenter.sdcpm.net
78.2 What reason do I need to add on a notice to enter ?
Follow nreason.sdcpm.net
79: How can someone enter a unit after the Notice to Enter has been served?
Follow: howtoenter.sdcpm.net
80: I need to complete a form for SDCPM , what should I do ?
Follow: forms.sdcpm.net
80:1 I need to complete a form/documents on behalf of the O but not sure if the document needs to be provided by the O
or SDCPM what should I do ?
SDCPM (not O ) should provide the documents/forms
80.2 T needs to provide landlord contact info to someone, what should I tell them to use ?
A: Email address :provide your one
B Phone# provide your one
C: First and last name: provide JAMES BURRELL
81: If JB asked me to call someone but I do not have the full information/answer yet what should I do ?
A: Call them immediately to let them know I asked you to call them and that you appreciate their patience and let them know when
you will call them back with an update , give them our T# or Meld# as their case# and your phone extension
B: Call them back on the date promised in A above
C:Get the full info/answer they need
D: Once C above is done, call T again
E: Update all steps above as applicable in the TK# or Meld
82: I need to give someone access to enter a property to serve a notice , deliver something to the T, what must I do ?
A: If the PT tab “GATE KEY/CODE REQD TO ENTER FROM PUBLIC STREET ? is “YES , if the “PT “ tab “GATE KEY CODE” has a code
(eg 3224) provide the person that code letting them know it should work for key number panel on the gate lock.
B: If there is no code showing but there is a code in “GATE/KEY LOCKBOX CODE” showing in the “PT “ tab then give them that code
letting them know this code is for the locbox to enter to get the key to enter the property from the public street and tell them where the
lockbox is located as showing in the “PT “ tab “GATE KEY: LOCKBOX LOCATION”
C: If the PT info is missing or not clear , ask CS to update it and once done do steps A and B again
D: If the person who is unable to deliver the document as they cannot find the property, access the building etc is a licensed process server,
arrange with the person who told you that processor server was having problems that you will have our regular process server do this as
they are very familiar with the property and are a licensed process server , and then get Tim Wing to serve the notice (if he already have a
scheduled visit to the property for another reason, add this new task to that Meld too and explain to Tim what you did and why
arrange for TW instead to serve the notice
83: Is a TM the same as a V ?
No, only a TM uses Meld as a “manager” or RM as a user.
84: If someone asks “who “ did something , what should I do ?
Answer with the name of the person /entity that did it
85: If I have a technical problem and are asked if you have experienced the problem in other situations, Melds, tickets
etc what should I do ?
Let them know now the details where the problem did occur elsewhere
86: If you think it unlikely that someone will agree to do something JB requests you to ask them to do
Ask them anyway
87: What policy does Yes Virtual follow to answer (619) 220-4840 ?
hqv.sdcpm.net
88: If you think it unlikely that someone will agree to do something JB requests you to ask them to do
Ask them anyway
89: How do I use the Ring App/Website for cameras etc ?
Follow ringapp.sdcpm.net
90: Someone claims to have emailed me but I did not get the email ,what should I do ?
A: Ask them to forward you a copy of the email that was sent to you that you claim you did not get
B: Check again that you did not get that email
C: If you still cannot find it , ask your supervisor to check
D: If your supervisor cannot find it , attach the email you got in A above to the TK or Meld
E: Let JB know that neither you ,nor you supervisor can find the email that you attached and ask JB what you should do now
91: JB asks me for the date I did something , what should I do ?
Provide him the date or explain why you are not able to provide him the date
92: Should I do something if there is no policy or checklist telling me to do it ?
No ,unless JB told you to use your best judgment, otherwise ask you supervisor to provide you the correct policy or checklist to follow
93: I cannot reach someone at KTS, what should I do ?
A: Email sandiego@kts-law.com the name of the person you cannot reach, the date and time(s) you tried to reach them , and if you
emailed that person , include a copy of the email that you sent them, and ask KTS to have that person contact you or to have someone
else at KTS contact you
B: Update what you did in a above, in the the TK or Meld
94: What is SDCPM’s list of duties for a caretaker ?
Follow caretaker.sdcpm.net
94.1 How do I find the name of a caretaker for a property ?
Go to the PT Tab under “CARETAKER”
95: Someone wants to speak to someone who is physically located in California, what should I do ?
Find out why they need to do that and let JB know the reason they provided you
96: A unit shows twice in SM , what should I do ?
If a unit is duplicated then "merge" it by going to listings/merge and follow s.sdcpm.com/duplicate.
Ensure once merged, that the listing shows the same number of bedrooms as in RM and if it does not then change the number of bedrooms in the Essentials section with the wrong number and then change back to the correct #. This will remove the 3rd and 4th bedroom entries in the Details section.
Add a note in the TCT under “NOTICE TO VACATE CONTROL” that you removed the duplication and to remind JB to find out why SS did not do that already when he processed the NVC checklist item “SHOWMOJO: DELETE DUPLICATES”.
97: I forget my password or and user name , what should I do ?
A: See if there is a reset password/username option on the website you cannot access and try that
B: If that fails, contact the website owner directly to resolve
C: If you still cannot resolve provide JB details including screen shot(s) of the error you got and why the website O told you they could
not fix the problem
98: How do we calculate the fractional # of bathrooms (eg 1.25,1,5 etc) ?
Follow bathroom.sdcpm.net
99: Should I say “Good morning , afternoon etc when communicating via email/Meld ?
No as you do not know when the receiver will view your message and it thus might cause confusion and it is better to say just
“Hi+ Persons first name (if known)
For example “Hi John......”
If you do not know the name of the person you are sending the message to just say “Hi....”
100: A 3rd party (not the O) has requested information about someone and /or entry to a unit. What should I do ?
A: Follow confidentialx.sdcpm.net and see too guidelines stated as a “cautious “ landlord, KTS 2019 PRIVACY RULES.
101: If JB asks me to do something “now” what should I do ?
A: Try to do what he asked you to do
B: Let all phone calls go to voice mail if not related to what he asked you to do
C: Do not answer any WA or text messages or process non related Melds or RM tickets etc until you have done in full what JB
asked you to do
D: If you think something needs to be given higher priority than what JB asked you to do now, let JB know what that is and why
102: I need to do something but there is no ticket or Meld for it , what should I do ?
Add it in any ticket or Meld of you choosing and let JB know by chat once done so he can change the priority as needed
103: O told me they want to speak to JB directly , what should I do ?
A: Update in the TK or Meld the reason the want to speak to JB
B: Let JB know immediately by chat the TK and Meld # , and explain in the chat why you are letting JB know this by chat
104: How do I get county online records for a property , owner etc ?
Follow https://arcc-acclaim.sdcounty.ca.gov/
105:T wants an allowance/credit what should I do ?
Follow ta.sdcpm.net
106: O has an accounting question: what should I do ?
Add it to the PCT under the current month's “PAYMENT CONTROL” note and assign the note to AC
107 : How can I find out which TM handles who the MOT is for a specific property ?
Follow mot.sdcpm.net
107.1: I got an invoice from a V. What should I do ?
A: For maintenance related invoices, ask V to upload to the Meld they were given
B: For non maintenance related invoices forward the invoice to ac@sdcpm.com and let the persion who sent you the email to follow up
directly with AC if any questions about the invoice. (JB wait AC on T22142 PAYMENT CONTROL SN#35)
108: What firewall settings in Windows 10 should I enable for Zoiper ?
Check box Private and Public . See below where only Private is checked
109 How do I find where a T is employed ?
A: In RM go to their “Contacts” tab and see answer under “Employer:”
B: If there is no entry there
1: Ask T to let you know and then update the above tab
2: Add the info from T to their TCT under OTHER CONTROL SN=”Employer status
3: If there is no SN 500, create SN “500” at the top, right above the “year line” and add the title in 2 above.
4: Do not delete the previous “employer status” just add the updated one with a date as per example “3/31 CS2/CS2 (as per TMC today):
Independent Contractor”
110 How do I find an email by searching for a key word ?
non maias
111: How can I get a bonus ?
Follow bonus.sdcpm.net
112: What is CUI ?
A State program to help lower-income residents with repairs and energy bills
See http://www.campesinosunidos.org/energy-department/
113: What is MAAC ?
A government program to help lower-income residents with repairs/energy bills
See https://maacproject.org/main/impact/healthy-homes-health-services/weatherization-services/
114: I need to make a phone call to someone who is not a T or O what should I do ?
Call them from RM by selecting the phone # listed in their VT tab
115: I need to report a crime tip to SDPD, what should I do ?
A: Follow sdcrimestoppers.com
B: Keep a copy/screenshots of what you reported above and attach to the TK or Meld
C : Add the ID # provided to the applicable TK or Meld
116: HOA says they do not recognize , what should I do ?
Send them the PMA and let them know you work for SDCPM who manages the property for the O and ask them to provide the answers/info
you requested
117: What should I do if I need a document to be signed on behalf of SDCPM ?
117.1 What should I do if JB asked me to sign for him ?
Follow sign-jb.sdcpm.net
118: If I need to ask someone to do something or ask them a question but they may refuse to answer it/do it or they may
ask me a question that I don't have the answer to , should I ask them anyway ?
Yes
119: If I need to ask a non maintenance V a question and think they may charge for doing so , what should I do ?
Ask the question and if they say they need to charge to answer it , let JB know they told you that
120: How do I get a $50 bonus for a positive Yelp or Google review that mentioned me?
Follow bonus.sdcpm.net
121: How do I create auto page#'s for Adobe Acrobat ?
Follow https://helpx.adobe.com/acrobat/using/add-headers-footers-pdfs.html
122: What do I do if a non maintenance V wants to charge for their services?
Unless there is an agreed policy or checklist that says what charges we can accept for this vendor, find out from JB what the charges will be and let JB know the answer " AND then follow this new policy
123: Is it possible to find all the starred comments on WA, or do I have to scroll up and down on the chat I starred
the comment on?
Follow https://faq.whatsapp.com/android/chats/how-to-star-or-unstar-a-message/?lang=en
123.1 How do I search for specific text in WA ?
See example below
124: What should I do if I get a call for another TM ?
A: Transfer the call but give the caller the name and ext# of the other TM too as backup in case they call transfer fails
B: Find out why the caller did not call the other TM directly and let JB know if this happens a lot
125: How should I answer an incoming phone call ?
Use following example “Hi, this is Jose” (if your name is Jose) but if you can see from the caller ID the name of the person
who is calling and you remember that name from before say for example “Hi Peter , this is Jose”
126: How can I reply to a starred WA message?
Cut and paste and see too, the following;
https://faq.whatsapp.com/android/chats/how-to-star-or-unstar-a-message
127: How do I send MA to a prospective O
Follow manew.sdcpm.net
128: O says they will sell their property when property is occupied, what should I do ?
Follow osell.sdcpm.net
129: T gave /received notice to vacate and O decided to sell. What should I do ?
Follow mrsale.sdcpm.net
130: If an O says they want us to manage their property what should I do ?
Process the “Property New PCT” checklist
131: How do I update Unit info ?
Follow unit.sdcpm.net
132: What do I do if the O is an LLC ?
Follow llcnew.sdcpm.net
133: What do I do if the title of the property is held in a Trust ?
Follow trust.sdcpm.net
134: If I add to the O’s OT /”OWA” Tab in RM an email address under OWA , what email will O get from RM
automatically?
See example below
“Thank you for signing up with Owner Web Access. You are receiving this email because you created an account for
test5@sdcpm.com. To help prevent unauthorized account creation, we need you to verify your email address. Please use the
following link to finalize your account”
135: How should I use Zillow’s “Ownership” method to update facts Zillow reports for the property?
Go to the link provided by Zillow
For “First name” and “Last name “ add that from RM “OT” tab under “DISPLAY NAME”
For phone # add your #
Check the box that starts “I agree as follows.....”
Click “Continue”
Follow the other instructions as provided by Zillow
136: How should I process a change in the O's name?
Follow oname.sdcpm.net
137: How does SDCPM define the type of bathrooms?
Follow bathroom.sdcpm.net
138: How do I process a V liability insurance document I got?
Follow vl.sdcpm.net
139: How do I add an O info to RM ?
Follow o-add.sdcpm.net And addowner.sdcpm.net
140: How do I get public records re-filing made with the San Diego County Recorder?
Follow https://arcc-acclaim.sdcounty.ca.gov/search/SearchTypeName
141: How do I add a new property to the correct Meld groups?
Follow meld-group.sdcpm.net
142: What is the general sign policy?
Follow sign-jb.sdcpm.net
143: How do I add a property profile to RM ?
Follow profile.sdcpm.net
144: How should I follow up ?
Follow flu.sdcpm.net
145: For a new property what do I do about locks?
Follow locknewmgt.sdcpm.net
146: How should I process documents that were scanned and uploaded to RM?
Follow scanback.sdcpm.net
147: How should I create a new TRI Meld for a new unit?
Follow trimeld.sdcpm.net
148: What should I add in the UMT in RM?
Follow meldunit.sdcpm.net
149: What is the site for public info on a property and occupants?
Follow https://clustrmaps.com
150: What do I do if I have problems or feedback regarding the Old checklist?
Follow old.sdcpm.net
151: How do I process if we have a negative Trust Balance for a property we no longer manage?
Follow : negtb.sdcpm.net
152: How do I process an insurance earthquake offer?
Follow earthquake.sdcpm.net
153: How do I process an insurance doc for a property we no longer manage ?
Follow insuranceoldx.sdcpm.net
154: How do I update PIT ?
Follow pit.sdcpm.net
155: How do I process a doc from Avid ?
Follow avidp.sdcpm.net
156: What do I do if a doc was not mailed to the SDCPM PO BOX?
Follow vno.sdcpm.net
157: How should I use Rebump ?
Follow rebump.sdcpm.net
158: How do I set up/change management fees ?
Follow fee.sdcpm.net
159: What is AC Daily task list?
Follow daily-ac.sdcpm.net
160: How do I process a Housing Inspection request?
Follow housinginsp.sdcpm.net
161: How do I get and process HOA rules/CCR's ?
Follow hoarulesget.sdcpm.net
162: How do I process SDCPM Liability insurance ?
Follow liabilitysdcpm.sdcpm.net
163: How do I process a fire inspection report ?
Follow fir.sdcpm.net
164: What is the color format for SDCPM logo ?
cmyk yellow = 0, 0,100,0 - black - pms 186c red
165: How do I get public records on property re deeds, etc or by person etc ?
Follow records.sdcpm.net
166: I am concerned that if I follow O’s request it may cause them problems with something else the O ,SDCPM on
behalf of the O are doing,what should I do ?
Let the O know your concerns and follow their instructions and update in the applicable ticket(s)
167: How can I get a new V added to RM ?
Add a note in the TK or Meld for AC to do that and for AC to let you know once done
168: How do I process HOA documents?
Follow hoadoc.sdcpm.net
168: I need to add a note in RM for a communication for a Meld I am working on , what should I do ?
Use the format as in the example below see SN (Sub note)#5
169. How do I process the HAP CONTRACT from section8?
Follow the policy hap.sdcpm.net
170. Warning notice (or cease and desist notice).
Follow the policy warning.sdcpm.net
171 .How to add non resident as tenant in Rent Manager
Follow non-t-add.sdcpm.net
172.Invoice or document not sent to AVID
Follow vno.sdcpm.net
173: Can I open a Docusign email to see if the correct signature will show , without forcing that signature on the form?
Yes. Just close the doc without saving after you have viewed it
174 .What should I do if JB says a ticket is past due when it is not?
Explain to JB in the TK why you think it is not past due
175. Where can I find the types of locks?
Follow the policy locktype.sdcpm.net
176. County Recorder
Follow s.sdcpm.com/recorder
177. What can I do If I need to see/send an attachment that another TM sent to an owner, vendor, tenant, etc.
If you need to send an email with an attachment and/or need to see an attachment that another TM sent to an owner, vendor, tenant, etc. Ask the TM to add the attachment to the TK that you’re working with. Meanwhile you can send an email (to the person that you need to send it to) saying that you will soon send the attachment.
178: Repairs.
Follow repair.sdcpm.net
179. What should I do If the old SDCPM address shows anywhere
Ask client to change PO BOX address
180. Someone asks me questions about different units/properties/tenants, where should I put these questions?
Add all the questions about one unit/property/tenant on the ticket/meld that pertains to that unit/property/tenant.
181: If I get a TM WA message to all SDCPM , should I confirm I got it , eg saying “ OK” ?
No, as this will just be a distraction to all other TM who do not need to know you got the message
182: If I was asked to make a phone call , or need to , but am not longer on the phone with that person what should I do?
Call them back
183: What should I do in RM /Meld if JB added "WA" and I processed it ?
For RM, once you process it, just change the letter from the initial to "JB" without adding the date & comment "Done".
184. When referring to a SDCPM website page, should I always give the GD short URL name and create it if needed
first and not provide the one that links to Google Sites ?
yes
185: Daily call for JB.
If JB has set up a time for TM to call him once per day, that is ok to call at any other time if you don't think it can wait till the next scheduled call date. For example, my scheduled time to call JB is at 11am and it is now Monday 1pm , I do not need to ask JB if I can call him then (at 1pm) if I don't think that what I want to talk to him about can wait till Tuesday 11am"
186. What should I do with any website that is on SDCPM?
Make as a gdoc as per policy gdoc.sdcpm.net
187.How do I process the new property?
Follow newma.sdcpm.net
188.How do I process the website problem ?
Follow webprob.sdcpm.net
189. If O authorized JB to sign for any document, ballot etc
Thank the O for their reply and that you will let JB know they authorized him to sign and then to let JB know they did.
190. A tenant wants a PMO , should I send a Meld for this?
“YES” if there is not already a Meld issued.
191.Email and text message policies
Follow email.sdcpm.net
192: What instructions do Yes Virtual , our answering service process?
hqv.sdcpm.net
193: What is the URL for channel of SDCPM communications flow
The URL is channel.sdcpm.net
194: If I was given via WA a TK# or Meld URL and have answered it now what quick reply can I give if there was no
other chat conversation since I was asked that ?
Add “U” = Updated ,(ie you do not need to provide the T# or Meld URL as the person who asked you will know you are referring to that
specific request
195: What should I do if I emailed someone to the wrong address and now found the correct one?
With the answer Email them to the correct email address.
196:Send management agreement to O to sign
Follow masign.sdcpm.net
197.Yes Virtual Instructions how to answer calls made to (619)220-4840
Follow yv.sdcpm.net
198. How to enter an occupied unit for leasing agent
Follow enteroccunit.sdcpm.net
199.How to process market valuation control
Follow sales-val.sdcpm.net
200.How Do I process HOA special assessment notification
Follow specialhoa.sdcpm.net
201: HOW TO CHANGE FORWARDING OF NDT EXTENSIONS ?
Follow the policy ndt.sdcpm.net
202. JUST CAUSE: EVICTION (City of San Diego only):justcause.sdcpm.net
203: How should I make a note of an important incoming/recorded call?
Create a comment on the pertinent Meld and send as a Manager to Manager message , or in RM in the
Applicable ticket to show the date and time of the recording.
204: What should I do when I need help with an LP?
Follow the policy lp_help.sdcpm.net
205: NA
206: Where can I find the RM login details?
Follow the policy rmschedule.sdcpm.net
207. PROOF OF SERVICE PROCESSING (POS):proof.sdcpm.net
208. How To download xls with start time & end time ?
Follow the policy td.sdcpm.net
209: When you receive a call should I go to the call in RM and add a note?
not to do that but instead make a note in the Meld as Manager to Manager message , or in RM in the applicable
ticket to show the date and time of the recording.
210:How can I find owners insurance info ?
211: Should I do something without following written policy ?
No
212: How to follow Snooze gmail Follow up method
Follow snooze.sdcpm.net
213. What should I do if I need to ask another TM(Team Member)?
Unless otherwise stated in another policy, they should ask their Supervisor
214. A TM supervisor should add a note in the applicable TK for the TM they supervise and assign that note or SN to that TM as applicable.
215: What should I do If when I go to sdcpm.com the website takes you to an HOA google doc and I don't know how to fix the problem?
Contact AC to get them to fix it and to follow up with them to make sure they do and if they don't do that within seven days of your request to let JB know by WA
216: When can I try contacting someone?
You may reply by g email, What App, TMC, Meld chat , VoIP (Zoiper), phone, etc, any time and any day of the year i.e. 7/24/365 except for automated TMC messages, they should be scheduled in RM so they do not go out before 7am.
217: What do you do when someone else, e.g. T, O, V says something you don´t understand?
Google search the words or phrases that you don´t understand, but if you still cannot understand, then ask the person to clarify what he or she said letting them know that you want to make sure that you understood them correctly
218 : How to mention a client if you are not sure about their sex/gender ?
Always use "they" and gender neutral pronouns unless you are sure of their sex
218: if you are asked to process a short URL (e.g. insx/ on image bellow/) it means to go to that URL and process (there) the tasks assigned by #'s to you by editing that Google Doc. See example below with task assigned to CS4:
219: What do WhatsApp checkmarks stand for?
In WhatsApp, a single gray check mark means that your message was sent, but hasn't been delivered to the other person yet. Two gray check marks mean that your message successfully made it to the other person's phone, but they haven't opened it yet. Finally, when the other party has opened your conversation and looked at the message, you'll see two blue check marks below it.
220: How do I confirm to someone that sent me a WA message that I have read and understand what they sent me?
By simply pin a reaction on the comment using the “thumb up” pre-defined emoji, as illustrated in the image below:
221: When an TM sends you a FYI comment in WA, how do you confirm you have read it?
simply pin a reaction on the comment using the pre-defined emoji, this will allow them to proceed with the next comment without you having to reply to them by typing up anything. See sample in g/220 image
222. If JB asks what date will you complete the task ?
Add a conservative date it will be done and if you cannot provide that date to let JB know why .