User Roles & Permissions¶

Complete stakeholder ecosystem - Detailed definitions of all user roles, their responsibilities, permissions, and access controls for the Property Management System.

Role Architecture Overview¶

Role Hierarchy Structure¶

graph TD
    SA[System Administrator] --> OA[Organization Administrator]
    OA --> PM[Property Manager]
    OA --> FM[Finance Manager] 
    OA --> PO[Property Owner]
    PM --> MS[Maintenance Staff]
    PM --> SS[Security Staff]
    PM --> T[Tenants/Residents]
    T --> V[Visitors]
    PM --> VS[Vendors/Service Providers]
    OA --> BM[Board Members]
    BM --> BO[Board Officers]

Multi-Context Role System¶

Users can have different roles in different contexts: - Sarah Chen: Property Manager for "Downtown Apartments" + Tenant at "Sunset Condos" - Miguel Rodriguez: Maintenance Staff for multiple properties - Board Member: Can be tenant in same property with board responsibilities

Complete Permission Matrix¶

Access Control Legend¶

• ✅ Full Access: Complete CRUD operations and administrative control
• ✏️ Create/Edit: Can create new records and modify existing ones
• 👀 Read Only: View access without modification permissions
• 🏠 Own Data: Access limited to own records and associated data
• 📊 Reports: Access to relevant reporting and analytics
• ❌ No Access: Feature completely hidden from user

Comprehensive Permission Table¶

System Administrator¶

Primary Role & Responsibilities¶

The System Administrator is the highest-level technical role responsible for platform-wide configuration, security, and performance across all organizations.

Core Responsibilities¶

• Platform Management: System-wide configuration, updates, and maintenance
• Security Oversight: Global security policies, threat monitoring, incident response
• Performance Monitoring: System-wide performance optimization and scaling
• Compliance Management: Regulatory compliance across all jurisdictions
• Multi-Tenant Administration: Organization creation, resource allocation, data isolation

Key Capabilities & Features¶

System Configuration¶

• Global system settings and default configurations
• Security policies and authentication requirements
• Integration management with external services
• System maintenance windows and update scheduling
• Performance tuning and optimization

Organization Management¶

• Create and configure new organizations (tenants)
• Resource allocation and usage monitoring
• Subscription plan management and billing oversight
• Cross-tenant data analytics and reporting
• Organization lifecycle management

Security & Compliance¶

• User authentication policies and multi-factor requirements
• Data encryption and privacy controls
• Security incident response and forensic analysis
• Audit trail management and compliance reporting
• Vulnerability assessment and penetration testing coordination

System Monitoring & Performance¶

• Real-time system performance monitoring
• Resource usage analytics and capacity planning
• Integration health monitoring and troubleshooting
• Database performance optimization
• Infrastructure scaling and load balancing

Access Permissions¶

• Full System Access: Complete control over all platform features and settings
• Cross-Organizational Visibility: Access to all organization data for support purposes
• Security Administration: Manage all security settings, policies, and incident response
• Infrastructure Management: Control over system infrastructure and integrations

Success Metrics¶

• System Uptime: >99.9% availability across all services
• Security Incidents: Zero tolerance for data breaches or unauthorized access
• Performance Standards: <2 second response times for all user interactions
• Compliance: 100% audit compliance across all organizations and jurisdictions

🏢 Organization Administrator¶

Primary Role & Responsibilities¶

The Organization Administrator manages company-wide settings, staff, and high-level property portfolio strategy within their organization.

Core Responsibilities¶

• Company Configuration: Organization profile, branding, and business rule setup
• Staff Management: User account creation, role assignment, and team coordination
• Portfolio Strategy: High-level property performance analysis and strategic planning
• Business Intelligence: Cross-property analytics, reporting, and decision support
• Subscription Management: Feature access, billing oversight, and plan optimization

Key Capabilities & Features¶

Organization Setup & Configuration¶

• Company profile and branding customization
• Business rules and workflow configuration
• Integration with company systems (LDAP, SSO, accounting)
• Subscription plan and feature access management
• Multi-location and regional settings

User & Team Management¶

• Create and manage all user accounts within organization
• Role assignment and permission management
• Team structure and reporting hierarchy setup
• User activity monitoring and access pattern analysis
• Onboarding and offboarding process management

Portfolio Management¶

• High-level oversight of all properties in portfolio
• Strategic planning and investment analysis
• Budget allocation and financial oversight across properties
• Performance comparison and benchmarking
• Market analysis and expansion planning

Business Intelligence & Analytics¶

• Cross-property performance dashboards
• Financial consolidation and reporting
• Strategic analytics and market insights
• Custom report generation and scheduling
• Data export and integration with business systems

Daily Workflows¶

• Morning: Review overnight system activity and critical alerts
• Portfolio Review: Analyze key performance metrics across all properties
• Staff Management: Handle user requests, role changes, and access issues
• Strategic Planning: Review market data and portfolio performance trends
• Evening: Approve major transactions and review daily summary reports

Success Metrics¶

• User Adoption: >90% of assigned staff actively using the platform
• Portfolio Performance: 15% improvement in overall ROI across properties
• Operational Efficiency: 40% reduction in administrative overhead
• Staff Productivity: 25% increase in staff efficiency and effectiveness

💰 Finance Manager¶

Primary Role & Responsibilities¶

The Finance Manager oversees all financial operations, budgeting, reporting, and compliance across assigned properties.

Core Responsibilities¶

• Financial Planning: Budget creation, forecasting, and financial modeling
• Revenue Operations: Rent optimization, collection strategies, and revenue reporting
• Expense Management: Cost tracking, vendor payments, and expense optimization
• Financial Reporting: Monthly statements, performance metrics, and compliance reporting
• Investment Analysis: ROI calculations, market analysis, and investment recommendations

Key Capabilities & Features¶

Financial Planning & Budgeting¶

• Annual budget creation and quarterly updates
• Cash flow forecasting and variance analysis
• Capital expenditure planning and approval
• Investment analysis and return calculations
• Market trend analysis and pricing optimization

Revenue Management¶

• Rent roll management and optimization
• Collection strategy development and execution
• Late fee and penalty management
• Revenue recognition and accounting
• Tenant payment plan coordination

Expense Operations¶

• Vendor invoice processing and approval workflows
• Expense categorization and budget tracking
• Cost optimization analysis and recommendations
• Financial compliance monitoring and reporting
• Audit preparation and documentation

Reporting & Analytics¶

• Monthly financial statement generation
• Property performance analysis and benchmarking
• Tax reporting and compliance documentation
• Investor reporting and stakeholder communications
• Custom financial dashboard creation

Weekly Workflows¶

• Monday: Review weekend transactions and collection activities
• Tuesday: Process vendor invoices and approve payments
• Wednesday: Analyze budget performance and variance reports
• Thursday: Prepare weekly financial summary for stakeholders
• Friday: Plan next week's activities and month-end closing procedures

Success Metrics¶

• Revenue Growth: 15% year-over-year increase in property revenues
• Cost Control: 20% reduction in operational expenses
• Collection Efficiency: >98% rent collection rate
• Financial Accuracy: <1% variance between budget and actual performance

🏠 Property Manager¶

Primary Role & Responsibilities¶

The Property Manager handles day-to-day operations, tenant relations, maintenance coordination, and overall property performance.

Core Responsibilities¶

• Daily Operations: Property maintenance, tenant relations, and issue resolution
• Tenant Management: Lease administration, communication, and satisfaction
• Maintenance Coordination: Work order management, vendor coordination, quality control
• Financial Operations: Rent collection, expense tracking, and budget monitoring
• Community Management: Resident engagement, events, and community building

Key Capabilities & Features¶

Property Operations¶

• Unit availability management and showing coordination
• Property maintenance planning and execution oversight
• Vendor relationship management and performance monitoring
• Emergency response coordination and crisis management
• Property improvement planning and implementation

Tenant Relations¶

• Tenant onboarding and lease management
• Issue resolution and conflict mediation
• Rent collection and payment plan coordination
• Lease renewal negotiations and retention strategies
• Community event planning and resident engagement

Maintenance Management¶

• Work order creation, assignment, and tracking
• Preventive maintenance scheduling and execution
• Vendor management and quality control
• Emergency response and priority management
• Cost tracking and budget optimization

Financial Oversight¶

• Rent collection monitoring and late fee management
• Property expense tracking and approval
• Budget monitoring and variance reporting
• Financial performance analysis and optimization
• Vendor payment coordination and dispute resolution

Daily Workflows¶

• 6:00 AM: Check overnight alerts and emergency situations
• 8:00 AM: Review pending work orders and maintenance priorities
• 9:00 AM: Tenant communication and issue resolution
• 11:00 AM: Property inspections and quality control checks
• 1:00 PM: Vendor coordination and work order updates
• 3:00 PM: Administrative tasks and documentation updates
• 5:00 PM: End-of-day reporting and next-day planning

Success Metrics¶

• Occupancy Rate: Maintain >95% average occupancy
• Tenant Satisfaction: >4.5/5 rating in quarterly surveys
• Maintenance Response: <4 hours for urgent requests, <24 hours standard
• Rent Collection: >95% on-time payment rate

🔧 Maintenance Staff¶

Primary Role & Responsibilities¶

Maintenance Staff execute work orders, ensure quality standards, and maintain property condition and safety.

Core Responsibilities¶

• Work Order Execution: Complete assigned maintenance and repair tasks efficiently
• Quality Assurance: Ensure all work meets standards and tenant satisfaction
• Safety Compliance: Follow safety protocols and regulatory requirements
• Communication: Update work status, report issues, and coordinate with team
• Preventive Maintenance: Identify and address potential issues proactively

Key Capabilities & Features¶

Work Order Management¶

• Mobile work order access and status updates
• Photo documentation and progress reporting
• Time tracking and labor cost reporting
• Material and parts inventory management
• Quality control checklists and tenant approval

Mobile Operations¶

• GPS navigation to properties and units
• Offline capability for areas with poor connectivity
• Camera integration for before/after photos
• Digital signature capture for work completion
• Real-time communication with property managers

Inventory & Tools¶

• Parts and materials tracking and requisition
• Tool and equipment inventory management
• Supply ordering and delivery coordination
• Cost tracking and budget monitoring
• Equipment maintenance and calibration scheduling

Safety & Compliance¶

• Safety protocol adherence and documentation
• Incident reporting and hazard identification
• Personal protective equipment management
• Training record maintenance and certification tracking
• Emergency response procedures and protocols

Daily Workflows¶

• 7:00 AM: Review assigned work orders and prioritize tasks
• 7:30 AM: Gather tools, materials, and safety equipment
• 8:00 AM: Travel to first property and begin work
• 12:00 PM: Lunch break and status updates
• 1:00 PM: Continue work orders and quality checks
• 4:00 PM: Complete documentation and time tracking
• 5:00 PM: Return tools and prepare for next day

Success Metrics¶

• Response Time: <2 hours acknowledgment, completion within SLA
• Quality Rating: >4.5/5 tenant satisfaction with completed work
• Efficiency: Complete 85% of work orders within estimated time
• Safety Compliance: Zero safety incidents or violations

🛡️ Security Staff¶

Primary Role & Responsibilities¶

Security Staff manage access control, visitor management, emergency response, and property security operations.

Core Responsibilities¶

• Access Control: Monitor and control property entry points and security systems
• Visitor Management: Process visitor registration, verification, and access coordination
• Emergency Response: Handle security incidents and coordinate with emergency services
• Security Monitoring: Surveillance system management and patrol coordination
• Documentation: Incident reporting and security log maintenance

Key Capabilities & Features¶

Access Control Systems¶

• Electronic access system management and monitoring
• Key card and mobile access credential management
• Entry/exit log monitoring and reporting
• Unauthorized access detection and response
• Integration with building automation systems

Visitor Management¶

• Digital visitor registration and pre-approval
• QR code generation and mobile access passes
• Visitor tracking and duration monitoring
• Photo identification and background verification
• Host notification and approval workflows

Security Operations¶

• Live video surveillance monitoring and recording
• Security alarm system management and response
• Regular patrol scheduling and execution
• Incident detection, response, and documentation
• Emergency evacuation and safety procedure coordination

Communication & Reporting¶

• Real-time incident reporting and escalation
• Daily activity logs and summary reports
• Communication with law enforcement and emergency services
• Tenant and visitor communication and assistance
• Management briefings and security recommendations

Daily Workflows¶

• 6:00 AM: System check and shift briefing review
• 6:30 AM: Property perimeter inspection and access point verification
• 8:00 AM: Begin visitor management and access control duties
• 12:00 PM: Lunch break and mid-day security assessment
• 1:00 PM: Afternoon patrol and surveillance monitoring
• 5:00 PM: Peak hour visitor management and access control
• 10:00 PM: Evening security checks and incident documentation

Success Metrics¶

• Response Time: <5 minutes for security alerts and incidents
• Incident Resolution: 100% documented and resolved within 24 hours
• Access Control: Zero unauthorized access incidents
• Compliance: 100% adherence to security protocols and procedures

🏛️ Property Owner¶

Primary Role & Responsibilities¶

Property Owners monitor investment performance, make strategic decisions, and oversee property management operations.

Core Responsibilities¶

• Investment Monitoring: Track property performance, ROI, and market position
• Strategic Planning: Property improvements, market positioning, and expansion decisions
• Financial Oversight: Budget approval, major expense authorization, and profitability analysis
• Risk Management: Insurance oversight, legal compliance, and risk mitigation
• Stakeholder Relations: Work with property managers, tenants, and service providers

Key Capabilities & Features¶

Investment Dashboard¶

• Real-time property performance metrics and trending
• Financial performance analysis and ROI calculation
• Market comparison and competitive positioning analysis
• Property value tracking and appreciation monitoring
• Investment return forecasting and scenario planning

Strategic Decision Support¶

• Property improvement and renovation planning tools
• Market analysis and expansion opportunity assessment
• Risk assessment and mitigation planning
• Investment portfolio optimization and diversification analysis
• Strategic planning templates and decision frameworks

Financial Oversight¶

• Comprehensive financial reporting and analysis
• Budget review and approval workflows
• Major expense authorization and tracking
• Profitability analysis and optimization recommendations
• Tax reporting and investment documentation

Risk Management¶

• Insurance coverage monitoring and claims management
• Legal compliance tracking and regulatory updates
• Risk assessment and mitigation planning
• Property condition monitoring and maintenance planning
• Market risk analysis and hedging strategies

Monthly Workflows¶

• Week 1: Review monthly performance reports and financial statements
• Week 2: Analyze market trends and competitive positioning
• Week 3: Strategic planning and investment opportunity evaluation
• Week 4: Budget review and next month planning

Success Metrics¶

• Investment Returns: Achieve target ROI (typically 8-12% annually)
• Property Appreciation: Annual property value increase of 5-10%
• Occupancy Optimization: Maintain 95%+ average occupancy
• Risk Management: Zero compliance violations or significant incidents

🏠 Tenant/Resident¶

Primary Role & Responsibilities¶

Tenants are the primary end-users who rent and occupy properties, responsible for lease compliance and community participation.

Core Responsibilities¶

• Lease Compliance: Follow lease terms, property rules, and community guidelines
• Payment Obligations: Timely payment of rent, fees, and charges
• Property Care: Proper use and basic maintenance of rented space
• Community Engagement: Participate in community activities and follow neighborhood policies
• Communication: Report issues, maintain contact information, and respond to management

Key Capabilities & Features¶

Self-Service Portal¶

• Online rent payment with multiple payment methods and autopay
• Maintenance request submission with photo and priority specification
• Lease document access and electronic signature capability
• Personal profile management and emergency contact updates
• Payment history and receipt access for tax purposes

Communication & Community¶

• Receive property announcements and important notices
• Participate in community discussion forums and groups
• Access community event calendar and RSVP system
• Direct messaging with property management and staff
• Feedback submission and satisfaction surveys

Maintenance & Services¶

• Submit maintenance requests with detailed descriptions and photos
• Track work order progress and receive completion notifications
• Schedule inspections and service appointments
• Rate completed services and provide feedback
• Access emergency contact information and procedures

Financial Management¶

• View current and upcoming charges and fees
• Set up automatic payment schedules and preferences
• Access payment receipts and annual statements
• Monitor security deposit status and interest
• Review lease terms and renewal options

Daily Usage Patterns¶

• Morning: Check messages and announcements
• Midday: Submit maintenance requests or service inquiries
• Evening: Make payments, update profile, or browse community features
• Weekend: Participate in community events and activities

Success Metrics¶

• Payment Compliance: >95% on-time payment rate
• Community Engagement: >70% participation in community features
• Satisfaction Rating: >4.5/5 overall tenant satisfaction
• Service Usage: >80% utilization of available self-service features

🛠️ Vendor/Service Provider¶

Primary Role & Responsibilities¶

Vendors and Service Providers execute contracted work, maintain service quality, and coordinate with property management teams.

Core Responsibilities¶

• Service Delivery: Execute contracted maintenance, repairs, and specialized services
• Quality Assurance: Maintain service standards and ensure customer satisfaction
• Documentation: Provide work completion reports, invoicing, and compliance documentation
• Communication: Coordinate schedules, report issues, and maintain professional relationships
• Compliance: Follow safety protocols, insurance requirements, and regulatory standards

Key Capabilities & Features¶

Work Order Management¶

• Receive and acknowledge assigned work orders
• Update work status and progress in real-time
• Submit completion reports with photos and documentation
• Track time and materials for accurate billing
• Coordinate with property managers and tenants

Mobile Service Tools¶

• Mobile app for work order access and updates
• GPS navigation to service locations
• Photo capture for before/after documentation
• Digital signature collection from property managers
• Offline functionality for connectivity-challenged areas

Business Management¶

• Invoice submission and payment tracking
• Service schedule and availability management
• Performance metrics and customer feedback access
• Insurance and certification document management
• Service portfolio and capability updates

Communication & Coordination¶

• Direct messaging with property management teams
• Tenant communication for service appointments
• Emergency contact and escalation procedures
• Service quality feedback and improvement recommendations
• Professional networking with other service providers

Weekly Workflows¶

• Monday: Review weekly schedule and prepare for service calls
• Tuesday-Thursday: Execute assigned work orders and service calls
• Friday: Complete documentation, submit invoices, and plan next week
• Weekend: Equipment maintenance and professional development

Success Metrics¶

• Service Quality: >4.5/5 customer satisfaction rating
• Response Time: Meet or exceed agreed service level agreements
• Completion Rate: >95% of assigned work orders completed successfully
• Safety Compliance: Zero safety incidents or violations

🏛️ Board Member (Housing Societies/Condos)¶

Primary Role & Responsibilities¶

Board Members govern community operations, make policy decisions, and represent resident interests in housing societies and condominium associations.

Core Responsibilities¶

• Governance: Participate in board meetings, decision-making, and policy development
• Financial Oversight: Budget approval, financial planning, and expense authorization
• Community Representation: Advocate for resident interests and community needs
• Strategic Planning: Long-term planning, capital improvements, and community development
• Compliance: Ensure adherence to bylaws, regulations, and legal requirements

Key Capabilities & Features¶

Board Management¶

• Meeting scheduling and agenda management
• Document access and voting system
• Decision tracking and resolution management
• Board communication and collaboration tools
• Meeting minutes and record keeping

Financial Governance¶

• Budget review and approval workflows
• Financial statement analysis and oversight
• Major expenditure authorization
• Reserve fund management and planning
• Audit coordination and compliance monitoring

Community Engagement¶

• Resident communication and feedback collection
• Community event planning and approval
• Policy development and implementation
• Dispute resolution and mediation
• Newsletter and announcement management

Strategic Planning¶

• Long-term capital improvement planning
• Community development and enhancement projects
• Vendor selection and contract management
• Risk assessment and insurance coordination
• Legal compliance and regulatory updates

Monthly Workflows¶

• Week 1: Prepare for monthly board meeting and review agenda items
• Week 2: Attend board meeting and participate in decision-making
• Week 3: Follow up on board decisions and action items
• Week 4: Community engagement and resident communication

Success Metrics¶

• Meeting Attendance: >90% attendance at scheduled board meetings
• Decision Implementation: >95% of board decisions implemented timely
• Community Satisfaction: >4.0/5 resident satisfaction with board performance
• Financial Health: Maintain adequate reserves and budget compliance

🔒 Security & Authentication Framework¶

Multi-Factor Authentication Requirements¶

• Admin Roles (System Admin, Org Admin): Mandatory MFA with TOTP + SMS backup
• Financial Roles (Finance Manager, Board Treasurer): Mandatory MFA with multiple methods
• Management Roles (Property Manager): MFA recommended, required for financial functions
• Operational Roles (Maintenance, Security): MFA optional, required for sensitive operations
• End Users (Tenants, Vendors): MFA optional, available for enhanced security

Session Management¶

• Administrative Sessions: 2-hour timeout with activity extension
• Management Sessions: 4-hour timeout with automatic extension
• End User Sessions: 24-hour timeout with "remember me" option
• Mobile Sessions: 7-day timeout with biometric re-authentication

Data Privacy & Access Control¶

• Row-Level Security: Users can only access data within their organizational context
• Role-Based Access: Permissions strictly enforced based on assigned roles
• Audit Logging: Complete audit trail of all data access and modifications
• Data Encryption: AES-256 encryption for sensitive data at rest and in transit

📱 Mobile Role Optimization¶

Mobile-First Roles¶

• Maintenance Staff: Native mobile app with offline capabilities
• Security Staff: Real-time alerts and communication features
• Tenants: Comprehensive mobile experience with all features
• Property Managers: Full mobile dashboard with emergency response

Mobile Feature Priority¶

1. Emergency Functions: Accessible within 2 taps from main screen
2. Daily Tasks: Optimized workflows for routine activities
3. Communication: Push notifications and real-time messaging
4. Offline Support: Core functions available without connectivity