HSVPOA Controller Jama Lopez and Assistant Controller Phyllis Shaddix updated the HSVPOA Board of Directors at the public portion of the 2024 Board Retreat. They spoke about the Member Services and Accounting Departments. Lopez and Shaddix represented the last department to speak before the meeting became private.
Phyllis Shaddix, HSVPOA Assistant Controller
Phyllis Shaddix, a former educator, began the presentation. She has been employed with the POA since October 2022 and moved into the Assistant Controller position in November 2023. She said she has been tasked with ensuring the people are in the right places and that training and cross-training are being implemented. She also makes sure the accounts are correct and that any problems or previous issues are being corrected.
Shaddix stated that there are two reasons why the Accounting Department has turned the corner:
- General Manager Kelly Hale and his direction
- Controller Jama Lopez
“When I was first brought on, we did not have the leadership that would help us change and make things better and that is what Jama has brought. She leads by example. She stays late. She works extra hours. It is not just the Accounting Department putting in the effort; It comes from the top all the way down.”
“She has set new expectations for us. If you don’t tell somebody what you expect, they will not be able to live up to that expectation. Expectations have to be set in order for us to achieve and go beyond.”
“She commits to continuous improvement. Even today, we are continuing to look, find, and correct and make things a smoother process – anything that we can do.”
“She has [given] consistent guidance through our [software] conversion. We are still working on that, but we are working very diligently and extremely hard to ensure we use the correct information…”
“There is always open communication, and that is something we are really trying to strive [for] within our department. We are really pushing that, ‘if there is a problem, you tell us. If there is an issue, you tell us.’ There is no way for us to work through things unless we have open communication.”
Shaddix said the teams make a difference.
Member Services Team
Eleven people make up the Member Services Team, which includes the three call center people. Last year, the goal for Member Services was to provide excellent customer service. “That is a very daunting goal because there is always somebody who needs something or doesn’t understand, especially through the software conversion.”
“We processed over 8,000 walk-ins last year. This is quite a few for about three people to handle, and that is what we have up front.”
“We received over 475,000 phone calls last year. These are the ones we answered. This does not include callers who left messages.”
The T.E.A.M. also processes new members.
“We had a very successful renewal period and are very thankful that was not during the conversion.”
“The staff have been rock stars regarding the [software] conversion.”
Accounting Team
The image below shows most of the accounting team. The goal of the accounting team is “correct and timely financials.”
“One of the things we are most proud of this year is that we passed the audit to you [the Board Members] in a timely manner. I don’t think the audit was even finished last year until around October. We were able to get the audit through by April.”
“We have corrected our PP&E [Property, Plant, and Equipment] processes. That was a major goal of mine… Now we have it to where it is going in a monthly process instead of a yearly process, or however it was done before. That is a LOT of equipment and property, and different things that we have to take care of and tag and know where it is at and pay taxes on.”
Shaddix said she has gone through all of the department positions to make sure the right person is in the right spot.
“We have had more cross-training this year than in many, many years. We are at the point to where it won’t hurt us if somebody is out.”
General Manager Kelly Hale said that when he started at the POA, three people did all of the work in accounting, and they were constantly behind. There was no cross-functional or cross-training in Accounting or Member Services. “What you see today when you walk in is a very fluid, pull-through system that stays current, day-to-day,” stated Hale.
“That was normal for them. I feel very confident about where we are at today. I think we have a building foundation there that is going to be very good,” expressed Hale.
Jama Lopez, HSVPOA Controller
As she explained the different statements to the Board Directors, Lopez said she wanted them to understand the Financial Statements clearly. I will not go into the detailed financials, but they can be found in the Members Section of Explore the Village website.
Featured image (top) – (left) David Moore, Corporate Treasurer; Jama Lopez, Controller; Duane Tarbet, Human Resources Director; Phillis Shaddix, Assistant Controller
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Will the POA members have access to what was discussed in the “private “ portion of the retreat board meeting ? I realize sensitive information can be withheld, but a general overview of topics would be appreciated.
You can ask the Board Chair to provide that information. When she does, I would love it if you would let us know what she says. I think (I am not certain) that they do things like set the goals for the next year for the GM. – Cheryl