🔒 Internal
Staff-only: SOPs, compliance policies, and operational procedures
18 articles
Operations
Admin procedures, AI OS SOPs, and general operations
Handling Tenant Problems and Legal NoticesSOP for handling non-payment, lease violations, legal notices, and habitability complaints — including documentation requirements and escalation rules.
Intercom Audience Targeting — Setup Guide for PPM AI OSHow to configure Intercom contact attributes so tenants, owners, and internal staff each see only their relevant Help Center sections.
CCO Procedure Writing Standard — System-Aware SOPsHow PPM internal SOPs are written: system-specific steps, automation-target annotations, and audience rules for tenant/owner-facing vs. internal content.
How to Use Buildium for Property ManagementA staff reference guide to Buildium — the key areas of the system and how PPM uses each one.
Maintenance Procedures
Work order handling, vendor management, and maintenance SOPs
Work Order Intake and Dispatch SOPHow maintenance requests are received, triaged, categorized, and dispatched to vendors — covering all intake channels and the AI OS workflow.
Vendor Registry — Management and UsageHow to use, maintain, and update the PPM Vendor Registry in Google Sheets — including schema, adding vendors, and performance tracking.
Compliance
CCO-owned policies: fair housing, ethics, NJ regulatory compliance
Code of Ethics and Professional Conduct
NJ Landlord-Tenant Law — Staff Quick ReferenceKey NJ landlord-tenant statutes every PPM staff member must know — Anti-Eviction Act, security deposits, rent control, source-of-income, and habitability.
Eviction Procedure SOPStep-by-step NJ eviction procedure — from non-payment through court filing, judgment, and lockout. Covers prohibited actions and documentation requirements.
Security Deposit Disposition — End-of-Lease SOPInternal staff SOP for handling security deposit disposition at lease end — inspection, damage assessment, deduction approval, Buildium execution, and NJ compliance requirements.
Compliance with Fair Housing Laws
Financial Procedures
CFO procedures, reconciliation, and accounting SOPs
Monthly Close and Owner Disbursement SOPStep-by-step procedure for the monthly financial close and owner disbursement cycle at PPM.
Year-End Financial Procedures and 1099 PreparationYear-end checklist for 1099 preparation, vendor and owner reporting, and annual Buildium reconciliation.
Posting Vendor Bills and Maintenance Charges SOPStep-by-step SOP for posting vendor invoices as bills in Buildium — GL accounts, work order linking, and payment processing.
Delinquency Collection SOPPPM's step-by-step process for collecting overdue rent — detection, outreach, payment plans, and escalation to legal action.
HR & Admin
Staff policies, onboarding, and administrative procedures
Staff Onboarding ChecklistSystem access checklist and orientation reading list for new PPM staff members.
PPM Communications PolicyHow PPM staff communicate with tenants, owners, vendors, and each other — standards, channels, and documentation requirements.
Data Privacy and Security PolicyPPM's data privacy and security rules — what data we hold, how to handle it, Slack/Buildium restrictions, breach response, and AI OS data governance.