Company Communication Policy

Purpose:

Slatter Management Services, Inc. values open, respectful, and helpful communication with homeowners, Board members, and community partners. This policy is intended to support positive interactions by encouraging clear communication, mutual respect, and a shared commitment to resolving questions or concerns in a productive manner.

In most situations, concerns can be addressed through courteous conversation and written follow-up.

When faced with a disrespectful, harassing, abusive or threatening phone call, additional structure is needed to keep communication productive.  Following this type of phone call the resident may be placed on a No Call List.

The No Call List allows communication to continue by mail or email. In rare circumstances, the resident may be escalated to being placed on a No Communication List.  The No Communication List will result in the resident only being able to contact a specified Board member or the Associations attorney  to ensure matters are handled with care, consistency, and appropriate support.

Definitions:

Disrespectful refers to communication or behavior that does not reflect the courtesy, patience, or mutual respect needed for a helpful and productive exchange.

Harassing refers to repeated or aggressive communication that makes it difficult to address concerns calmly, fairly, and constructively.

Abusive refers to language or conduct that is offensive, insulting, or inconsistent with the respectful communication expected in community-related matters.

Threatening refers to conduct or statements that create a reasonable concern for safety or include hostile, intimidating, or harmful language.

Examples may include, but are not limited to, raised voices, name-calling, slurs or derogatory language, profanity, insults, statements suggesting harm or violence, or repeated interruptions that prevent staff and homeowners from working together toward a resolution.

Procedure:

  1. Staff will document the interaction, and a written reminder will be sent to the individual with the goal of resetting communication expectations and helping future conversations remain respectful, professional, and productive.
  2. If a second qualifying interaction occurs, staff will document the additional incident(s), and a No Call notice will be issued. The Community Manager will inform the Association’s Board of Directors, and all phone numbers on file will be blocked so communication may continue in writing, allowing both the homeowner and staff to communicate clearly and thoughtfully.
  3. If an individual on the No Call List contacts the office by phone, staff will provide a brief, courteous reminder that communication should continue in writing so the matter can be addressed appropriately, and will then end the call.
  4. If a third qualifying interaction occurs, staff will document the incident(s), and a No Communication notice will be issued. The Community Manager will notify the Board of Directors, who may help determine the most appropriate next steps so future communication can be handled respectfully, consistently, and with the proper level of support, including whether communication should be directed through the Association’s attorney.