They’re your first phone call when anything goes wrong. While the property manager’s job includes a whole gamut of duties, dealing with owner/tenant concerns is likely tops on the list.

Generally, property managers performing certain duties on behalf of individual property owners or condominium corporations should have a real estate license, particularly those who act on the behalf of a property owner when dealing with others or those who handle money belonging to condominium corporations. If the property manager only looks after the general maintenance, which might include snow removal, yard work, and hallway vacuuming, they don’t require a license.

Sandy Cameron of Cameron Horne Law Office LLP describes where the property manager fits into the hierarchy of the condominium.“The board actually hires or contracts the property management company. That manager is there to execute the instruction of the board and to advise the board. Condo managers don’t make decisions. (But they do take the flak from resident owners.)

“You want an experienced and knowledgeable manager with a working knowledge of condominiums. That’s especially critical in a brand new board. The property management company or the board will then hire the site manager. It depends on the contract with the management company.”

A good property manager will make observations and offer advice to the board. It’s up to the board to choose not to proceed on any of the recommendations. Ideally, that will show up in the minutes, which potential new buyers are privy to viewing.

In overseeing the day-to-day operations of the property, the manager’s duties could include financial operations, such as taxes, insurance, payroll, and maintenance bills. Negotiating contracts for construction, maintenance, security, garbage removal, and groundskeeping services will also be on their “to do” list.

The manager will advise each condominium owner of issues, such as shutting down a boiler for repairs, closing the parking lot for paving, and other on-site activities, which directly affect them.

It is possible the on-site manager may have to handle more than one property at a time. In this situation, they would regularly visit each property to ensure the daily operations are running smoothly.

Some on-site managers may be required to actually show suites that are for sale and perform credit and employment checks on potential new residents. This would be over and above changing light bulbs, picking up garbage, working with contractors, and general maintenance.

Should the co-owners of a property choose to self-manage rather than hire a property management firm, a license isn’t required. They must, however have substantial interest, which means their property ownership interest is greater than 33 1/3 percent. For example, if owner A’s share of the property is 33 1/3 percent greater than owners B and C, owner A can manage the property on behalf of the three owners.

Self-managed condominiums usually have 30 or fewer units, but size isn’t the issue whether or not a group of owners chooses that direction. There is a shortage of qualified managers, but Cameron warns, “We should never minimize the value of a self-managed corporation but don’t get into it if you’re not prepared to do the education. In self-management, the board of directors would actually take on the role of making the decisions and acting on it. They would actually be the contact person. They would be who the owner calls if they need a pet approval, for example. Otherwise, the owner would call the property manager. In a self-managed corporation, you’re hands-on. I’ve seen some work very well, while others are disasters.”

The manager is required to attend meetings with the property owners and board of directors and report regularly.

A major part of the job is dealing with all types of people. They’re the first line of defense in investigating complaints and problems. Some of those complaints may be out of their control, but they do their best to field the calls.

It’s a job that can be physically and emotionally demanding, creating very little free time. Have you hugged your property manager today?