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At All-In-One Community Management, we support dozens of communities across North Metro Atlanta through pool season each year. Residents and board members often see the end result: the families are able to enjoy the pool. Behind the scenes, a lot of coordination, follow-up, and care has to happen to make everything run smoothly.
For the first feature in our new Real Results series, we sat down with Tristen Barnes, our Amenity Access Specialist, to talk about what pool season actually looks like from the inside, what you may not know about pool access, and how our team keeps improving the process year after year.
Meet Tristen
Tristen joined AIO halfway through the 2024 pool season, stepping into one of the busiest roles at one of the busiest times of year. She came on as an assistant to our Amenity Access Specialist at the time and then transitioned fully into the position for the 2025 season.
Before joining AIO, Tristen built a strong background in customer service through the restaurant industry. Helping people is second nature to her, even when she is technically off the clock. That service mindset shows up in her work every day, whether she is helping a homeowner understand why a card is not working or managing a full inbox while keeping board communication moving.
Today, Tristen plays a major role in helping AIO better serve our communities during pool season and reduce wait times, something that is always a challenge for a hyper-local management team.
The Interview
What HOA Pool Access Looks Like Day-to-Day
What does a typical day look like for you during pool season?
A typical day is very busy. I try to get into the office at least 30 min to an hour early during the height of the busy season (May/June) because I can get through some board of directors (BOD) emails and activations early in the morning. The trend of residents visiting the office is heavy in the morning and the later afternoon, allowing at least 30 minutes for me to take a break and eat lunch mid-day (which I am eternally grateful for). But I have a schedule to run manual activations every Tuesday & Thursday and run delinquencies [deactivations] at least twice a month.
What are the most common issues residents need help with?
The most common issue is that their key is not working or they have lost it. Losing a card is a simple fix – purchase a replacement and you’re good to go! Having a person whose key is not working is generally due to a balance on the account. Explaining that and finding a solution can sometimes take a bit longer.
What steps happen behind the scenes before someone receives access?
It’s a series of steps.
1. Checking to see if this is a new homeowner, or a tenant, or an existing homeowner. Specific communities do not allow access to be granted directly to tenants, and we can only speak to the homeowners of the property.
2. Checking the specific pool key guidelines for that community (ex: 1st card free, first 2 cards free, no freebies, no tenants, balance cap, etc.).
3. Explaining the options to the homeowner to come to a solution (ex: online pay, your first card free, have your leasing company/landlord reach out).
4. Activating the key and/or processing the payment for said key.
5. If the homeowner is not eligible for the key currently (such as having a balance/fines), then I offer solutions or try to work out the next possible step for the homeowner to take to resolve their account.
How We’ve Improved the Process
What recent changes/improvements have made things better for homeowners and boards?
1. Online document sign pool waivers have saved my life this season! For the community that implemented this, the waiver was so convenient for both homeowners and board members. I would love to add this feature to other communities in the future.
2. Having team assist with all email/phone communication. Sometimes, it can feel impossible to catch up on emails AND walk-ins AND do back-end processes all as 1 person. Having a team during the height of the season offers quicker response times and less build-up in communication with residents, which is better for both of us internally to stay caught up and for residents who are anxious about quick amenity access.
3. Online payment method! It's been the most convenient change for residents this year. It’s quick, easy, and more familiar to people than having to write a check or money order payment.
Solving Problems in Real Time
Can you share an example of a challenging pool opening you’ve heard of/experienced this year?
The biggest one was a new internet provider installation for two of our associations. Both communities switched their internet provider and were promised a successful connection/compatibility with their gate access system. Unfortunately, the new internet provider’s promises of compatibility did not align as easily as expected.
How did our team help solve it?
The Community Association Managers (CAMs) and their Team Lead, our Technology & Development Lead, and I all worked together with the gate system company and several internet provider representatives to get a successful connection and work towards an understanding for the internet connection. It was a real learning experience for me.
How We Keep Access Fair and Consistent
How do our processes help keep things fair and consistent for everyone?
Our processes ensure that each inquiry is addressed in the order in which it was submitted. We work from the oldest to the most recent communications, allowing for an acceptable response time for our residents.
How do our processes help board members feel confident during pool season?
Having a team to tackle pool season. I prioritize communication to the board members while the rest of my team continues to communicate with general inquiries from residents. Quick communication builds trust and ensures that we are easily available for the board members & their needs/inquiries.
What Makes It All Worth It
What’s your favorite part of pool season?
My favorite part is being able to assist residents in an easy and efficient manner. For instance, I have assisted many homeowners with our new online payment method. From logging into their web portal for the first time, walking them through online payments for amenity cards and their HOA assessments, to where to find governing documents and ARC modification request forms. It brings a lot of joy to be able to easily assist homeowners with their requests and make living in an HOA as painless as possible!
Closing Thoughts
Pool season may look simple on the surface, but keeping access running smoothly takes structure, communication, flexibility, and a team that cares about getting it right.
What stands out most in Tristen’s perspective is how much of that work comes down to consistency and service. Explaining the process clearly. Finding solutions when issues come up. Staying organized under pressure. Continuing to improve so the experience gets easier for homeowners, smoother for boards, and more manageable for the team behind the scenes.
At All-In-One Community Management, that is the kind of work we care deeply about, especially because we are a smaller, local team serving communities close to home.
And that is exactly what Real Results is here to highlight: Real people. Real work. Real support.
The behind-the-scenes stories of community association management and the small, steady efforts that help communities thrive.
