By Rafael Aquino

Published August 14, 2019  


Communication within community associations is vital for there to be a healthy environment. Over the years, technology has allowed for this communication to flow easier and quicker. In many cases, these tools, whether email, Facebook, Twitter, Nextdoor, community website, etc. do get abused or instead not used in a way that is was intended to be used.


I believe that it's not the tool but rather the person behind the tool that creates the problem, and in most cases, you can't control that person.  As Eric mentioned on Monday, many of these users wouldn't have the courage to make some of the statements they make when they hide behind these platforms. So what is an association to do? Do we ignore them? Do we respond in the same fashion?


Before you can do anything, you want to make sure that the board is on the same page with the approach that will be taken when residents abuse these tools. If the leadership team (board) can't agree on the steps that should be considered, you can't expect management or the residents to follow. Once that bridge has been crossed, you can begin assembling the proper procedures and protocols. Some of the protocols that should be implemented are dealing with emails, telephone calls, records request, voicemails, board meetings, social media, etc.  Once prepared and finalized, the board members should have a meeting to enact these new policies.


Do keep in mind that once you've implemented these policies, the work is not over, it is just beginning. If you've allowed your residents to abuse in the past, it will take time to re-educate them and show them how the business will be conducted moving forward. My experience has taught me that when the board members and management follow these procedures, you can curb most of your habitual offenders.

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As the Co-Founder and CEO of Affinity Management Services, Rafael P. Aquino leads his team to redefine excellence. They serve community   associations   efficiently

and effectively with dedication and passion. Rafael’s energy and positive spirit is the foundation of Affinity Management Services’ company culture, which instills enthusiasm and excitement when providing expert advice to its board members and relieving the day-to-day burdens of running a community association.


Since 2007, Rafael has developed a work culture that values responsive and high-quality services. He has led his team by following a proactive vs reactive philosophy. The same approach Rafael instills in the day to day operations of each association. Today, Affinity Management Services maintains its success and benefits as a result of the foundation Rafael has built and continues to foster by providing educational seminars, continuing education classes for association managers and board members alike.

Rafael and his team help condominium and homeowners’ associations save money and improve their communities. His calm, personable, and service-oriented nature helps him to establish strong relationships with ease. Rafael is known as a sincere and honest leader who looks out for the best interests of his clients and communities, and he strongly advocates for their needs. His role requires coordination and communication, as such he takes logical and intelligent steps to approach challenges head-on.

As a graduate of Florida International University’s electrical engineering program and a licensed community association manager, Rafael’s education and skills equip him with unique insights to tackle complex problems through critical thinking. He understands how each component within a system works together in order to effectively arrive at solutions, techniques, and conclusions. Therefore, as he manages the multiple challenges of running a community association management company, he understands how each property is its own unique system and tailors’ specific services to assure that all their needs are met.

For more information about Rafael P. Aquino and Affinity Management Services please visit or call 1-800-977-6279

Doral Office: 8200 NW 41st ST

Suite 200

Doral, FL 33166

Broward Office: 150 S Pine Island RD Suite 300

Plantation, FL 33324

O: 800-977-6279 ● F: 305-325-4053

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