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Scope limits · published, not buried

Everyone sells you what the desk does. This is where it stops.

The question every principal is too polite to ask on a first call is what happens when the thing answers something it had no business answering. Here is the answer, in advance, on a page you can forward to your board or your lawyer without asking me for it. Nothing on this list moves later because the relationship has warmed up.

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What the desk does

Answers from the corporation’s or the firm’s own documents
Triages against criteria you set, not criteria I assume
Logs every contact with a timestamp in and a timestamp answered
Routes anything real to a licensed manager on your escalation order
Books owner enquiries into your calendar

Where it stops, every time

It does not interpret a declaration
It does not decide common element versus unit
It does not commit the corporation to a dollar
It does not touch another owner’s file
It does not put dates on statutory processes
It does not accept service of anything
The licensing line
Where a jurisdiction licenses management - the CMRAO in Ontario, equivalents elsewhere - the desk routes to a licensed manager and stops. It does not perform, and is never presented as performing, any function requiring a licence.

Where a jurisdiction does not license management, the same routing applies anyway. The limit is not there because a regulator is watching - it is there because an intake desk making judgement calls about a declaration is a liability wearing the costume of a convenience.

Why this is on a public URL

A limit you discover afterwards is not a limit.

I spent close to a decade in the justice system, and the lesson that transferred most cleanly is that the account of what happened matters more than what happened. A desk that quietly exceeded its remit at eleven on a Tuesday does not look like a small administrative drift once somebody is reading the log back to a board. So the remit gets published, the contacts get timestamped, and both of those exist before you need them rather than after.

The rest of itThe intake deskThe RecordThe KeystoneCondominium boardsWhere I work
Scope questions

The ones worth asking.

Why publish this at all? +
Because every firm I speak to is quietly worried about the same thing, and almost nobody selling AI intake will answer it in writing. A limit you only hear about after something goes wrong is not a limit, it is a surprise. Publishing it costs me nothing I was entitled to and gives you something you can forward to a board or a lawyer without asking me for it first.
Does the desk ever give a resident an answer about their own unit? +
It answers from the corporation’s or the firm’s own documents - hours, procedures, what to do about a specific category of problem, what the declaration says on a matter where the declaration is plain. What it will not do is interpret. The line is between reading you what is written and telling you what it means for your situation, and the second one is a licensed judgement.
What happens when somebody calls with a real emergency? +
It triages against criteria you set at kickoff - your criteria, not mine, because a firm carrying eleven corporations and a firm carrying two do not have the same threshold - and it routes on your escalation order. It does not decide whether something is an emergency by its own judgement, and it does not sit on anything overnight to be tidy about it.
Is this different in the United States? +
The principle is identical and the regime is not. Some states license community association managers and some do not, and a few license rental management under a real estate broker licence instead. The desk is configured to whichever applies where you operate, and the routing rule is the same everywhere: anything requiring a licence goes to the person who holds one.
What if I want the desk to do more than this? +
Then the answer is no, and it will keep being no. These limits are not a starting position to be negotiated up as the relationship gets comfortable. They exist because the moment the desk starts making licensed judgements, every hour of protection it was supposed to buy you turns into exposure instead.

Read the limits. Now ask me the hard one.

Nine minutes. Bring the scenario you are actually worried about - the resident who calls three times, the board that wants to know who knew what - and I will tell you exactly what the desk would have done and what it would have refused to do.

Book a call Call 647-242-5800