Communication Policy
PPM Communication Policy
Purpose:
This procedure establishes a standardized approach for identifying and classifying individuals who are designated as “No Call” or “No Contact” due to disrespectful, harassing, abusive, and/or threatening behavior. Covered interactions include those conducted by phone, in person, or in writing. Communication status designations are determined internally by staff to identify individuals who are in violation of the Communication Policy (the “Policy”). These designations are applied to individuals, not to property addresses. As such, the status will be attached to the individual even if they own multiple properties in the same or other communities. PPM reserves the right to assign any status (as described below) to an individual in its sole discretion, regardless of whether the incident was the first encounter or recurring behavior.
Definitions:
“Disrespectful” shall mean showing a lack of respect or courtesy; impolite.
“Harassing” shall mean the action of subjecting someone to aggressive pressure or intimidation.
“Abusive” shall mean extremely offensive and insulting.
“Threatening” shall mean having a hostile or deliberately frightening quality or manner.
Examples of the above include but are not limited to raising one’s voice, name-calling, use of slurs or derogatory terms, profanity, insults, suggesting harm or violence, repeated interruption while the staff member is speaking, or physical intimidation. Physical intimidation includes, but is not limited to, blocking or otherwise preventing a staff member from leaving, moving closer to the staff member, brandishing a weapon, raising hands or fists or any level of physical contact.
“Client” shall mean a current board member or resident of a community that PPM manages.
“Warning” shall mean a written notification to the offending individual informing them of the Policy and documenting a concern. This status will be referred to as Stage 1.
“No Physical/Verbal Contact” shall mean that the individual is not permitted to contact the PPM office or any PPM staff member by phone or any verbal means, including in-person. This status will be referred to as Stage 2. If the individual is a tenant, Stage 2 shall direct all communication through the homeowner.
“No Communication/Contact” shall mean that the individual is not permitted to contact the PPM office or any PPM staff member by phone, by any verbal means including in-person, by email or by written letter. This status will be referred to as Stage 3.
Procedure:
If a qualifying interaction occurs, a member of PPM staff will document the interaction, and the appropriate status will be sent to the individual in writing.
If the individual’s status is assigned to no physical or verbal contact, the manager will also inform the Association’s Board of Directors and all primary and secondary phone number(s) on file will be blocked from the PPM phone system. If an individual attempts to communicate via phone or in person after being placed on this status, staff will remind them that they need to communicate their issue in writing and no further assistance will be given in person or verbally. If the individual’s status is assigned to no communication and no contact, a member of PPM staff will document the details of the additional incident(s), and the manager will also notify the Board of Directors. The individual will be informed of the contact information for the designated representative to receive Association-related inquiries.