Emergency Operations Coordinator

Emergency Operations Coordinator
Department: Community Operations
Reports To: Director of Operations / Director of Community Management
Schedule: Friday – Tuesday, 5:30 PM to 2:00 AM Pacific Time
Primary Coverage: Evenings, weekends, and U.S. holidays
Position Type: Full-Time / After-Hours Operations
Payrate: $950/Month
Role Summary
The Emergency Operations Coordinator provides after-hours operational coverage and administrative support for HOA communities during evenings, weekends, and holidays when the regular management team may be unavailable.
This position serves as the primary point of contact for urgent and emergency community matters during assigned hours. The Emergency Operations Coordinator is responsible for receiving emergency calls, assessing the nature and urgency of the issue, coordinating with approved vendors when appropriate, documenting i ---------- , and escalating significant matters to the appropriate Property Manager or leadership team.
This position does not independently manage an HOA portfolio. Matters requiring management decisions, Board authorization, financial approval, interpretation of governing documents, or decisions regarding HOA responsibility or liability must be escalated to the appropriate Property Manager or leadership team.
During periods of lower emergency call volume, the Emergency Operations Coordinator provides administrative and operational support to the Community Management and Operations teams. Responsibilities include organizing association records, uploading and categorizing documents, maintaining electronic community files, reviewing open tasks, assisting with work-order documentation, and completing assigned administrative projects.
The ideal candidate is calm under pressure, highly organized, responsive, capable of following established emergency procedures, and comfortable balancing emergency response responsibilities with administrative work.
Key Responsibilities
After-Hours Emergency Call Coordination
• Serve as the primary after-hours contact for assigned HOA communities.
• Answer and respond to emergency and urgent homeowner, Board member, and community calls.
• Assess incoming calls to determine whether an issue requires immediate action, escalation, vendor dispatch, or regular business-hour follow-up.
• Coordinate responses to common HOA emergencies such as active water leaks, flooding, gate or access failures, common-area electrical concerns, property damage, sewage backups, elevator issues, and other urgent common-area conditions.
• Contact approved emergency vendors according to established company procedures.
• Escalate significant i ---------- to the assigned Property Manager or leadership team.
• Contact emergency services when a situation involves an immediate threat to life or safety.
• Maintain professional communication with homeowners, Board members, vendors, and internal team members.
• Avoid making commitments regarding HOA liability, insurance coverage, reimbursement, financial responsibility, or Board decisions unless specifically authorized.
• Maintain detailed records of emergency calls, actions taken, vendors contacted, communications, and required follow-up.
Weekend & After-Hours Operations Support
• Provide operational support for communities during weekend and after-hours periods.
• Review and respond to urgent homeowner and Board inquiries within the scope of the position.
• Monitor open community issues requiring after-hours follow-up.
• Responsible for administrative works such as uploading files and documents to the proper folders.
• Coordinate with vendors regarding active work orders and emergency service requests.
• Document unresolved matters and prepare clear handoff notes for the assigned Property Manager.
• Follow established HOA policies, company procedures, emergency protocols, and escalation requirements.
• Ensure matters requiring management decisions are properly escalated rather than independently d ---------- .
• Ensure non-emergency matters are documented and communicated to the appropriate team for regular business-hour follow-up.
Administrative & Document Management
When emergency call volume permits, the Emergency Operations Coordinator will perform assigned administrative responsibilities, including:
• Organize association documents and electronic records.
• Upload documents into the appropriate HOA management platform or document management system.
• Categorize and file documents in the appropriate association folders.
• Rename and organize documents according to company naming conventions.
• Organize governing documents, meeting records, financial documents, insurance documents, contracts, vendor records, correspondence, and other association records.
• Maintain accurate and organized digital association files.
• Identify missing, duplicate, incorrectly categorized, or incomplete documents.
• Assist with document transition and onboarding projects for newly managed associations.
• Update community information and internal records when authorized.
• Perform assigned data-entry and administrative cleanup projects.
• Review and organize open operational tasks and work orders.
• Assist Property Managers and Community Success teams with administrative projects.
• Prepare documents and information for regular business-hour staff to review and process.
I ---------- Documentation & Shift Handoff
The Emergency Operations Coordinator is responsible for maintaining accurate records of significant after-hours activity.
I ---------- documentation should include:
• Association/community name
• Date and time reported
• Homeowner, Board member, or reporting party
• Nature of the i ----------
• Emergency classification
• Actions taken
• Vendor contacted or dispatched
• Property Manager or leadership team contacted
• Current status
• Required follow-up
• Supporting photos, emails, invoices, or documentation when available
Outstanding matters must be clearly handed off to the appropriate Property Manager or Community Operations team so that no emergency, vendor issue, or homeowner concern is lost between shifts.
Work Schedule
Regular Schedule: Friday through Tuesday
Regular Hours: 5:30 PM to 2:00 AM Pacific Time
This position is specifically designed to provide operational coverage during periods when the regular Community Management team has limited availability.
The employee must be available to work evenings and weekends as part of their normal work schedule.
Regular days off will generally occur on Wednesday and Thursday, subject to operational needs and the final schedule established by the company.
U.S. Holiday Coverage
The Emergency Operations Coordinator is part of the company's after-hours and holiday emergency coverage team.
The employee may be scheduled to work or provide on-call emergency coverage during U.S. holidays when the regular office is closed, including Thanksgiving, Christmas, New Year's Day, Memorial Day, Independence Day, Labor Day, and other recognized company holidays.
When scheduled for holiday coverage, the company may provide an alternative scheduled day off or adjust the employee's work schedule in accordance with company policy and applicable employment requirements.
For example, if the employee is scheduled to provide emergency coverage on Thanksgiving Day, another day during the applicable schedule may be designated as the employee's day off.
Holiday schedules and coverage expectations will be communicated in advance whenever reasonably possible.
Emergency Escalation Expectations
The Emergency Operations Coordinator is expected to follow established procedures to determine whether an issue requires immediate vendor coordination, emergency services, management escalation, or next-business-day follow-up.
Situations requiring immediate attention may include active flooding or significant water intrusion, fire or smoke, major common-area electrical hazards, building access failures creating a security concern, significant property damage, elevator emergencies, sewage backups, fallen trees, structural hazards, or other conditions presenting an immediate health or safety concern.
The Emergency Operations Coordinator should not independently make Board-level, financial, legal, insurance, or property management decisions unless specifically authorized under established company procedures.
Qualifications
• 1–3+ years of experience in HOA/property management support, customer service, facilities coordination, hospitality, emergency dispatch, call center operations, administrative support, or a related field preferred.
• HOA or residential property management experience preferred.
• Strong verbal and written communication skills.
• Ability to remain calm and professional during emergency situations.
• Strong judgment and problem-solving skills.
• Ability to work independently while following established procedures.
• Strong organizational and administrative skills.
• Comfortable handling calls from homeowners and Board members.
• Experience organizing electronic documents and maintaining digital records.
• Comfortable working with property management platforms, CRM/ticketing systems, Google Workspace, email, and cloud-based document storage.
• Ability to accurately document i ---------- and prepare clear handoffs.
• Availability to work evenings, weekends, and assigned U.S. holidays.
Core Competencies
Emergency Triage — Correctly distinguishes emergencies from urgent and routine matters.
Communication — Communicates calmly and professionally with homeowners, Board members, vendors, and internal staff.
Coordination — Effectively coordinates vendors, internal staff, and follow-up without exceeding the authority of the position.
Organization — Maintains accurate records and efficiently organizes association documents and administrative information.
Reliability — Provides consistent after-hours coverage and responds promptly to assigned calls and tasks.
Independence — Works effectively with limited direct supervision while following established procedures and escalation requirements.
Attention to Detail — Accurately records i ---------- , communications, documents, and follow-up requirements.
Performance Metrics
Performance may be evaluated based on:
• Emergency call response time
• Emergency triage accuracy
• Emergency response and escalation time
• I ---------- documentation completeness
• Vendor coordination and dispatch response time
• Number of missed or unanswered emergency calls
• Successful handoff of unresolved matters
• Administrative task completion
• Document upload and organization accuracy
• Timeliness of assigned projects
• Compliance with emergency and escalation procedures
• Homeowner and Board communication quality
Role Expectations
The Emergency Operations Coordinator provides reliable operational coverage when the regular management team is unavailable.
The coordinator is expected to respond promptly to legitimate emergencies while recognizing that not every homeowner request requires immediate action. Matters that can reasonably wait until regular business hours should be documented and routed to the appropriate team.
During periods without active emergency calls, the employee is expected to remain productive by completing assigned administrative, document management, community organization, and operational support work.
The overall objective of the Emergency Operations Coordinator is to provide dependable after-hours emergency coverage, maintain continuity between the after-hours and daytime teams, and provide additional administrative support to Community Operations.