The Foothills at MacDonald Ranch Master Association General Duties Post Procedures Updated February 2015 The gate officer s primary responsibility is to ensure only authorized individuals are allowed access to the MacDonald Highlands community. Residents, guests, real estate agents, golfers, and contractors are the most common to enter MacDonald Highlands, all with separate rules for entry. YOU ARE THE FIRST IMPRESSION THAT PEOPLE RECEIVE WHEN ENTERING MACDONALD HIGHLANDS. PLEASE GREET EVERYONE IN A PROFESSIONAL, FRIENDLY AND COURTEOUS MANNER. THIS INCLUDES STEPPING OUTSIDE AND WAVING OR SAYING HELLO. If you are assisting someone else, or you are on the phone, you will not be able to do this but remember you are visible inside the gatehouse. Those driving through can see if you are just sitting there. Stay professional at all times. Teamwork is mandatory when there is more than one security officer at a gate, including roving patrol. Examples: 1) When greeting and/or registering more than one visitor at a time, one of the officers can walk down to the next car in line to assist. 2) If one officer is registering a vehicle, the other officer can acknowledge vehicles driving through the resident lane or pedestrians. 3) If one officer is on the phone, the other officer should be handling traffic. 4) Don t hang your hand out the window to acknowledge someone if you are on the phone. 5) Gate officers are to give gatehouse phone numbers to any person requesting it. Valle Verde gatehouse 614-9330 Stephanie gatehouse 434-4169 6) Gate officers are to give out their name when asked and should have their name plate posted at all times. 7) Gate officers are expected to keep detailed records for review by the Homeowners Association s (HOA s) Board of Directors or management and for a reference in the event of an incident. These records include but are not limited to:
a) Every visitor/vendor entering MacDonald Highlands that does not display an authorized sticker or that does not have a transponder; b) Details of damages to property, including the name and driver s license number of the individual who caused the damage, company contact if applicable and the insurance information; c) A description and license plate number of any vehicle identified as speeding, along with the date and time of the incident. d) Entry by any emergency vehicles Access to the Gatehouse is restricted to on-duty gate officers, properly identified supervisory personnel, MacDonald Highlands Employee and Association Representatives. Gate Operations The gate is to remain closed at all times, except when authorized vehicles are passing through. The following situations indicate when the gate is to remain in the open position. 1. When emergency response vehicles are entering the property; 2. Valle Verde gate will remain open from 7:00 AM to 6:00 PM Monday through Friday to minimize wear on the gate; 3. Stephanie gate will remain open from 6:00 AM to 6:00 PM Monday through Friday to minimize wear on the gate; 4. During an electrical storm and lightening appears to be close to the area; 5. Gate malfunctions; gate officer to reset the breaker inside the Gatehouse. 6. Upon direction from the Gate Supervisor. Resident Entry Residents with a transponder will go through the resident lane where the arm and gate will automatically open. Those residents that choose not to use a transponder MUST enter through the guest lane and check in with the gate officer as follows: 1. As a vehicle approaches the gate, the gate officer should be standing outside and identify the approaching vehicle as that of a resident. If the driver claims to be a resident, confirm in Quickpass. If the driver is in fact a resident, log the appropriate information in Quickpass. If the individual cannot be identified as a resident, entry will be denied.
2. Individuals on foot must be identified in the same manner as listed above. If the individual on foot is a resident and does not have identification, have the resident verify their password in Quickpass. If the individual cannot be identified as a resident, entry will be denied. 3. Acknowledge all Residents with a hand wave and smile. Do not stay in the gatehouse, let the Residents know that gate officers are watching and verifying who is coming into the community. 4. You may run into several situations: Visitor Entry a) The Resident may be a new Owner and paperwork from a Title Company or the Assessor s Office has not been submitted to the HOA s management office yet. Please explain to them that they are not in your computer and that you cannot enter any information. Ask them to contact the management office to arrange entry. b) The Resident s information is not in your computer. Please ask them to go to the website, www.rpmginc.com or the HOA s management office. The management office, as well as the website, has the proper forms (GATE REGISTRATION/INFORMATION AND CONSTRUCTION FORMS) they can fill out. There is an authorized guest list for each resident in Quickpass. If the guest is on the permanent guest list, log their vehicle information and issue a pass. No call is needed to the Owner. If a visitor or vendors can not be found on the authorized list, call the Resident for approval. If approval is given, log their vehicle information and issue a pass. If the resident does not give approval, or is unavailable, the guest should be denied access. If a Resident calls you to grant access to a guest or vendor, the Resident must give you their password. (If they cannot provide that you cannot verify if you are speaking to the actual Resident). If a Resident has a special request, for example, the Resident should be called for every entry, or special times you can call them, etc. please inform them that you cannot enter this information into the computer. The resident needs to add this information to the GATE REGISTRATION/INFORMATION FORM, available on line at www.rpmginc.com or it can be picked up or faxed to them from the HOA s management office. They can reach the management office at 702-933- 7764.
Visitors are not allowed access even if they know a resident s PASSWORD, gate officers must call the resident each time if they are not on the resident s authorized list. Golf Entry Procedures DragonRidge will send a copy of the daily tee times each day for the gates. In addition, all DragonRidge club members are entered in Quickpass. Ask for their name and verify it in Quickpass before granting access. Once they are confirmed, log their vehicle information and issue them a pass. If a guest of a member requests access into DragonRidge and is not on the tee list, you must call DragonRidge at 614-4444. When given access, log in Quickpass and give a pass after taking down their name, make of vehicle, license plate information and time of arrival. Restaurants The restaurants at DragonRidge are open various days of the week and at select hours. Anyone wanting access to the restaurant must be called in to 614-4444. When given access from DragonRidge, log in Quickpass with the visitor s name, make of vehicle, license plate information and time of arrival and issue a pass. Real Estate Agents There are always properties for sale in MacDonald Highlands. Properties for sale could be a vacant lot, a house or a house that is under construction. Real estate agents are to be treated as any other guest or visitor. They must have authorization into MacDonald Highlands. Here are a few different situations: a) If an agent approaches the gate and says that they are selling a Resident s property, you need to verify that their name is in the computer under the contact section of Quickpass. If the agent is in this section, you may permit them access. If they are not in the system as an agent, the Resident must be contacted to grant them access. The Owner may add the real estate agent by completing the Gate Registration/Information Form found at www.rpmginc.com or contacting the management office. b) If an agent calls the gate to authorize entry for potential buyers, the agent should know the Resident s password. If they give you the password add the visitor into Quickpass as you would normally. If they do not know the password, do not add the guest into Quickpass. Advise the agent the Owner will need to grant permission for the visitor to enter.
c) Residents and agents cannot call up to authorize allowing any and all agents to enter the community. Each and every guest/visitor must be granted access separately. d) If an agent pulls up to the gatehouse and provides a business card and requests entry to a property, they must have authorization. Check the guest list in Quickpass to see if the Resident or the Resident s agent has given prior permission. If not, contact the resident or agent accordingly to obtain permission for them to enter. Open House Open house is on Saturday and Sunday only from 12:00 PM 4:00 PM. Open house signs must be limited to one sign directly in front of the subject home or lot. No directional signage is allowed on MacDonald Highlands entrance corners or throughout the community. Construction Vehicles Construction vehicles are allowed access through the Stephanie entrance only and only during the following times: Monday through Friday: Saturdays: 6:00am 6:00 pm 9:00am 5:00 pm NO CONSTRUCTION is allowed on Sundays or the following holidays: New Year s Day, Fourth of July, Memorial Day, Labor Day, Thanksgiving Day and Christmas Day. Vendors such as pool maintenance, maids, lawn service, etc. are allowed to work on Sundays. THIS DOES NOT APPLY TO MACDONALD HIGHLANDS EMPLOYEES THAT MAY ALLOW CONSTRUCTION TO WORK EITHER AFTER HOURS, SUNDAY OR HOLIDAYS. THE EMPLOYEE WILL GIVE YOU THEIR PASSWORD. LOG IN THE EMPLOYEE S NAME AND NUMBER, VISITOR/VENDOR/CONTRACTOR BEING GRANTED ACCESS AND WHAT TIME THEY ARE BEING GRANTED ACCESS. IF THERE ARE ANY QUESTIONS CONTACT THE EMPLOYEE OR MACDONALD HIGHLANDS OFFICE. This does not include everyday vendors (i.e.: lawn service, maids, pool companies, car washers, etc.)
Do not allow oversized vehicles to make u-turns at the Valle Verde entrance, please help back them up onto Horizon Ridge. You will be held responsible for any damages that may take place if you allow them to do a u-turn. Emergency Vehicles Response Emergency vehicles access will not be hindered in any way. If you identify an emergency response vehicle, ensure the entry lane is clear and open the gates without forcing the vehicle to stop. City of Henderson Inspectors for the City of Henderson do not need a visitor s pass, please allow them through the gates. Do not ticket them for parking incorrectly, instead stop and explain the rules and ask that they park correctly. If an inspector is giving you a hard time about this, get the inspector s name and the address they are inspecting. Then call and inform the MacDonald Highlands s office. Deliveries No deliveries will be accepted at the gatehouse at any time. Those seeking access to the MacDonald Highlands community will be handled in the same manner as a visitor. All contract deliveries will be denied after 6:00 pm. Process Servers Proper identification must be shown by all process servers prior to allowing access to the community. Any process server shall be escorted by the roving officer to the residence in question without a prior call to the resident. Once the process server has been granted access, the guard may call the homeowner to advise them they have been granted access to the property. The process sever may attempt to serve the papers. Once the attempt to serve is made, the process server is escorted off the property. If the service was unsuccessful, the process server can return at a later time. The process server shall not be allowed to sit in their vehicle inside the community and wait for the resident to return. Guards should not deny access to properly indentified process servers. Solicitation Solicitation of any kind or distribution of flyers is not allowed within the MacDonald Highlands community. This includes open house flyers.
Property Patrols 1. Patrols will be conducted daily and nightly. Patrol times are 24 hours a day. 2. Speeding vehicles are to be reported immediately to the officer at the gate via the radio. Note the make and color of the vehicle and the license plate number. If possible, the officer at the gate is to determine the owner of the vehicle and include the incident on the report for action by the association. Rovers should not attempt to stop speeders within the community. 3.. Due to City of Henderson Fire Code, on-street parking is limited to one side of the street only. Even though there are no-parking signs on both sides of the street (an example would be Tangiers Drive) approved street parking for visitors and guests will be on the sidewalk side of the street. For areas without sidewalks, parking is limited to the South and the East side of the street only. Visitors and guests parking on the street must have a pass displayed in the vehicle window at all times. Resident vehicles are not permitted to park on the street after 10 pm and before 6 am. Exterior parking of recreational vehicles including, but not limited to motor homes, travel trailers, utility trailers, seadoos, jet skis, boats and conversion vans are not allowed over night. These recreational vehicles are only permitted to park on the street or driveways for immediate loading and unloading purposes. Please complete a ticket for any vehicles parked in violation of these rules. All vehicles parked within the complex must have current registration and insurance. 4. Vandals or anyone engaging in suspicious activity are first to be reported to the officer at the gate via the radio. The patrol officer should attempt to obtain the identity of the individual. If any problems arise, Henderson Police Department is to be called immediately. 5. The speed limit with the MacDonald Highlands community is 20-25 MPH. Trespassers If at any time someone is caught trespassing, attempt to take a picture of the trespasser and ask for their ID and name. After obtaining their information, escort them from the property. If they refuse to leave the property contact Henderson PD. Create an incident report with the name and accompanying photo to be kept in both guard houses and in the rover vehicle. If the trespasser returns after being warned, guard should immediately contact Henderson PD.
Resident Concerns 1. If a resident calls with a concern regarding: maintenance problems (broken sprinklers, lights not working, etc.) or if a resident is not following the Homeowners Association s rules report the incident to your Gate Supervisor who will notify the management office. Officers should not take individual action on these complaints. 2. Noise complaints will be addressed per Henderson Municipal Code. Excessive noise after 10 pm on weeknights and 12 am on weekends should be referred to the police department but also logged in an incident report. In addition, ask the Resident to note specific details and forward to the management office as a complaint. Pet noise, such as a dog barking, is to be referred to Henderson Animal Control in addition to the management office. 3. With the exception of private residence yards, all pets within the MacDonald Highlands community must be leashed and curbed at all times, no exceptions. Owners must immediately clean up pet waste and debris. Failure to comply with these rules should be reported to the management office. Pets are not allowed on the golf course at any time. 4. Tennis courts are available on a first come, first served basis for residents of MacDonald Highlands and DragonRidge Country Club members only. Gate officers are to open the locked tennis gate with the key that is to remain at the Valle Verde gatehouse. Emergencies The gate officer s job is to greet, allow authorized access into MacDonald Highlands, ticket parking and speeding violators and log information and incidents. Gate officers are expected to react immediately to any emergency/hazardous situation, which could cause bodily harm to a resident, guest, an employee or property by taking such actions that are available to him/her at the post or by contacting the appropriate authorities such as the Fire Department, Henderson Police Department, etc. Guards should observe and report, do not take matters into your own hands. The management office should also be notified by calling emergency numbers posted in the gatehouse. Do not risk your safety or your employment by getting involved beyond your job description. Call 911 if there is an emergency situation. If a nonemergency situation is getting tense, walk away. Log all incidents.
Maintenance Emergencies The management office will provide gate officers with a list of service providers to be contacted in the event of a maintenance problem, which requires attention before the next business day. Again, gate officers are the first impression for guests visiting MacDonald Highlands and the first link to securing a safe community for our residents. Always maintain the highest level of professionalism and please be courteous. Thank you