Now that your system is configured and residents are familiar with waivers and guest passes, it's time to establish your monthly operational routine. This article covers the essential tasks HOA administrators should perform each month to keep accounts current and maintain smooth operations.
Table of Contents
Monthly Account Review Workflow
Using Bulk Actions to Update Multiple Accounts
Email Communication with Member Mail
Guest Pass Sales and Usage Reporting
Staff Check-In Best Practices
Monthly Account Review Workflow
Most HOAs follow a monthly routine to keep resident accounts current and ensure only residents in good standing have access to community amenities. This workflow typically happens during the first week of each month and involves reviewing delinquency information from your property management company or HOA accounting system, then updating accounts in Member Splash to reflect each resident's current standing.
The basic monthly workflow follows these steps:
First, obtain your delinquency report from your property management company or HOA accounting system, which identifies which residents are current on their assessments and which are delinquent.
Next, identify which Member Splash accounts need to be marked as UNPAID (delinquent residents) and which should be marked as PAID (residents who have resolved previous delinquencies).
Then use the Bulk Actions tool in Member Splash to update payment statuses for multiple accounts at once. If you're using the tag-based approach for access control, update account tags accordingly using Bulk Actions.
Optionally, add check-in notes to delinquent accounts with instructions for staff.
Finally, send email notifications to residents whose status has changed to UNPAID/INACTIVE so they understand why they're being denied access.
Timing Considerations: Most HOAs perform this review monthly, typically in the first week after receiving their delinquency report. Some HOAs review accounts mid-month if assessment due dates fall in the middle of the month. For communities with quarterly or annual assessments, adjust the frequency but maintain consistency. The key is establishing a predictable routine so residents know when account statuses will be updated and staff know when to expect changes in access permissions.
🚨Important Coordination: Always coordinate with your property management company or HOA treasurer to ensure you're working from accurate, up-to-date financial information. Member Splash reflects account standing for access control purposes. It doesn't replace your actual financial management system. The two systems should stay synchronized, with Member Splash mirroring what your property management system shows about each resident's payment status.
Using Bulk Actions to Update Multiple Accounts
The Bulk Actions tool is essential for HOA administrators because it allows you to update dozens or even hundreds of accounts simultaneously instead of editing them one by one. This is particularly important during monthly account reviews when you need to mark multiple accounts as UNPAID based on your delinquency report.
Accessing Bulk Actions: Navigate to Membership > Accounts from your Member Splash dashboard. This opens the Accounts screen where you can filter, select, and perform bulk actions on your membership. Before performing any bulk action, you can use the Manage Filters button to narrow down which accounts you want to update. For HOAs, common filter combinations include filtering by Account Type to select only homeowner accounts while excluding other types, filtering by Payment Status to find all accounts currently marked as PAID that need to be changed to UNPAID, or filtering by Account Tags to target specific groups.
Monthly Account Status Updates: When you receive your delinquency report from your property management company, you'll typically need to update payment statuses for all delinquent accounts. Here's the recommended workflow: First, if updating many accounts, consider filtering by Account Type to show only Homeowner accounts (excluding Non-Resident or other inactive types). Then, identify which accounts need to be marked UNPAID based on your delinquency report—you can select specific accounts by checking the box next to each one, or if you need to update all visible accounts, click the checkbox at the top of the list. Next, click the Bulk Actions dropdown and select Change Payment Status, then click Start Action. A confirmation dialog appears showing how many accounts will be updated. Review this carefully to ensure it matches your expectations. Select UNPAID as the new payment status, then click Update. The system processes the changes, which may take a few minutes depending on how many accounts you're updating.
Updating Account Tags (If Using Tag-Based Status for Resident View): If you configured your system to use tags instead of payment status for resident-facing access control, you'll also need to update tags after changing payment statuses. The workflow is similar: Select the same delinquent accounts you just marked as UNPAID. Click the Bulk Actions dropdown and select Manage Tags, then click Start Action. In the modal, select Delete Tags from the dropdown. Click Update to remove the tag. When residents log in, they'll now see their status as "INACTIVE - Contact Management Office" instead of "ACTIVE," while staff will see the UNPAID status and any check-in notes you've added.
Adding Check-In Notes (Optional): While you can't add check-in notes in bulk, some HOA administrators prefer to add them individually to delinquent accounts to provide specific guidance for staff. If you choose to do this, navigate to each delinquent account individually, locate the Check-In Notes field, add your standard message (e.g., "Please have the resident call the property management office at [phone number] regarding their account"), and save your changes. This step is optional but helpful for ensuring consistent staff messaging.
For complete details on all available bulk actions and best practices, see the article on Using the Bulk Actions Tool to Update Multiple Accounts.
Email Communication with Member Mail
Member Splash includes an integrated email tool called Member Mail that allows you to send targeted messages to residents based on payment status, account type, tags, and more. Member Splash has already configured your Member Mail settings during onboarding, including one ready-to-use HOA welcome campaign. To access it, go to Communications > Email Campaigns in your admin dashboard. For additional guidance on introducing the platform to your community, see the article on HOAs: Introducing Member Splash to your Residents
💡This article includes a guided tour tutorial you can send to residents to walk them through their initial login and account setup.
Creating Segments for Monthly Communications: To send monthly delinquency notices or other targeted emails, you'll need to create segments. Navigate to the Segments tab and click Add Segment, then add filter criteria such as Payment Status = UNPAID for delinquency notices, Account Type = Homeowner for community-wide announcements, or specific tags for targeted groups. Give each segment a descriptive name like "Delinquent - Monthly Notice" so you can easily reuse it each month.
Sending Delinquency Notifications: After updating account statuses using Bulk Actions, create or select your UNPAID segment, navigate to Campaigns and click Add Campaign, select your segment as the email list, and craft a clear message directing residents to contact the property management office. Use the drag-and-drop editor to design your email, send a test first, then click Send to List. You can duplicate campaigns to create reusable templates for recurring communications.
Other Common Uses: Use Member Mail for seasonal opening announcements, policy reminders, event notifications, and waiver completion reminders. For complete details on creating campaigns, using merge tags, and tracking performance, see Member Mail / Email Campaigns.
Guest Pass Sales and Usage Reporting
Tracking guest pass sales and usage helps you understand amenity demand, forecast revenue, and identify patterns with guest access.
Viewing Guest Purchases: Navigate to Membership > Accounts and use Manage Filters to display Guest Credits in your results. This shows how many credits each account has available. Export this data to identify which residents purchase the most passes and inform pricing or limit decisions.
Monitoring Guest Activity: Navigate to Front Desk > Visits to see the attendance report showing members versus guests. Review total guest entries by day, week, or month to inform staffing decisions, capacity planning, and policy adjustments. If generating revenue from guest passes, filter your financial reports by guest pass products to track sales trends.
End-of-Season Analysis: Review total guest passes sold versus credits used, highest usage accounts, and revenue compared to projections. Use this data to adjust pricing, modify limits, and set targets for the following season.
Staff Check-In Best Practices
Your front desk staff ensure consistent access control while maintaining positive resident experiences. Provide thorough training before their first shift and refresher sessions at the start of each season.
Daily Check-In Process: Staff pull up accounts by last name, account number, or address, then verify PAID status or active tags. If the account shows UNPAID or inactive tags, staff read check-in notes and direct residents to contact the property management office without discussing financial specifics. For accounts in good standing, complete check-in and welcome the resident.
Guest Check-Ins: Staff verify the resident has PAID status (guests only enter with residents in good standing), check available guest credits, and complete check-in by adding guests with appropriate rates. If no credits are available, staff can sell them at the front desk using configured payment methods, or politely explain that guest access requires pre-purchased or purchased credits.
Common Scenarios: When residents dispute their UNPAID status, direct them to the property management office. When residents want to add family members at check-in, explain they must do so through their online account. When photos don't match, verify identity and follow your guest procedures if the person isn't registered.
Staff Boundaries: Never discuss financial details, override access restrictions without authorization, accept payments for HOA assessments, or share account information with other residents. Provide staff with quick reference guides, escalation contacts, and encourage them to ask questions rather than guess.
Sum It Up: Your Complete HOA Setup Guide
Congratulations on completing the Getting Started series for Member Splash! You now have everything you need to manage your HOA's amenity access, compliance tracking, and resident communications.