No procurement cycle, no recruiter fee, no minimum term. The only thing we ask for is a week of shadowing — because a coordinator who has not watched your queue is guessing.
You tell us your door count, which property management software you run, and what your current after-hours arrangement is. We ask where the queue actually breaks — the 9pm no-heat call, the vendor who never confirms, the invoices that pile up to month-end. If the honest answer is that you need better software rather than another seat, we will say so on this call.
Two or three matched coordinators within 48 hours, each with a profile, their PMS experience, and a scoped coverage window carrying your exact monthly number — not a range.
You interview the shortlist yourself. We have already tested each one on your platform, on severity triage, and on Fair Housing fundamentals — so the call is about judgement and temperament, not whether they can find a work order. If none of them fit, we send more at no cost. We would rather lose two weeks than place the wrong person on your residents.
Your pick, a start date, and a written coverage window stating the hours we cover and the hours we do not.
Your coordinator spends a week inside your software watching how your team actually works — which vendors you call for what, what you approve without asking, which residents need handling carefully. Then they take the overnight queue. Your billing starts the day they go live, not the day they start shadowing.
A seat working your queue overnight, a named account manager, and a 30-day replacement guarantee from the day they go live.
What the first 48 hours actually looks like on our side, from your call to a coordinator booked onto your queue.
The full timeline, from your first conversation to the first morning your board is already clear.
Thirty minutes on door count, your PMS, your current after-hours arrangement and where the queue breaks. We write down your escalation rules and spend limits.
Two or three coordinators who have already worked your platform, with a scoped coverage window and your exact monthly number. Not a range, not a “starting at”.
Your call, your questions. If none of them fit, we send more at no cost rather than pushing the closest match.
You create a PMS user seat on your own licence. NDA, IP assignment and the resident-data processing agreement are signed before any access is granted.
Read-only access while they watch how your team actually works. No live tickets, and no billing yet.
First shift runs 11pm–8am ET. Your morning digest lands before your team logs in. Billing starts today, and the 30-day replacement guarantee starts today too.
If your hire doesn't meet expectations within the first 30 days, we replace them at no additional cost. No questions, no penalties.
Need a replacement at any point during engagement? We deliver a new, fully vetted candidate within 7 business days to minimize disruption.
No annual contracts. No lock-in periods. Cancel anytime with 30 days' notice. We earn your business every month, not through contractual obligation.
Seven to ten days for most clients. Matched coordinators reach you within 48 hours of the scoping call, interviews and access usually take another two or three days, and then there is a full shadow week before anyone touches a live ticket. We could skip the shadow week and start you in four days, but the first month would be worse and you would spend it correcting escalations.
A standard user seat on your own licence, scoped to what the role needs — work orders, vendor records, resident communication. Read-only during the shadow week. We do not resell PMS licences and we do not mark them up; if your plan needs another user, you buy it from your vendor at your price. Back-office seats are never given trust or escrow account access.
We send more, at no cost, and keep going until one fits. There is no charge until a seat goes live, so a slow match costs you nothing but time. If after a couple of rounds it is clear the role is not one we staff well, we will tell you that rather than keep sending profiles.
Realistically about four hours across the shadow week — the scoping call, one or two interviews, and a couple of sessions walking through your escalation rules and vendor list. The more documented your process already is, the less of your time this takes. If nothing is documented, the shadow week is where it gets written down, which most clients say is worth having on its own.
The day the seat goes live on your queue. The scoping call, the matching, the interviews and the whole shadow week are unbilled. From there it is month to month, with no exit fee — cancellation takes 30 days’ written notice.
Week one is usually noisier than steady state — your coordinator will over-escalate while they calibrate what you actually want handled without asking. That settles by about week three. Your account manager checks in weekly through the first month, and the 30-day replacement guarantee runs from the go-live date, so if the fit is wrong you are not stuck with it.
Book a 30-minute scoping call. Matched coordinators and a fixed monthly number reach you within 48 hours.