Recently in Kaptivate’s Pivot + Thrive series, we chatted with Alicia Hill, Director of Association Management at Innovative Property Solutions (IPS), a company that knows a thing or two about keeping communities running smoothly (and keeping folks out of “HOA jail”).

The Challenge

When Alicia joined IPS three years ago, their HOA division was small but ambitious, just nine contracts and around 460 homes. Many communities in the division needed to find creative ways to navigate financial challenges. 

The Pivot

Alicia started with the basics: communications and education. She worked directly with HOA boards to explain fiduciary responsibilities, why rainy-day funds matter, and how to avoid “oops” moments that could land them in hot water with regulations. She built a communications plan, teamed up with law firms, and doubled down on transparency, because in her words, “I’d rather people be annoyed by too many emails than be in the dark about their own community.”

The Thrive

Because of the reputation that was built in just two years, IPS grew from nine HOA contracts to 37, managing more than 3,600 homes (and counting). Additionally, communities that started with high delinquency rates saw major improvements, dropping from around 20% to as low as 5% within months. More cash flow meant better vendors, better services, and happier homeowners.

The Takeaway

Alicia’s story proves that thriving often starts with simple, consistent actions: educate people, communicate clearly (and often), and be transparent about where the money goes. Whether you’re managing a neighborhood or a business, those principles can turn challenges into growth. And if you can keep everyone out of “HOA jail” in the process? Even better.

Watch Alicia's full #PivotAndThrive interview. 

Kaptivate remains committed to helping brands navigate uncertain times and challenges, successfully pivot, and be able to thrive in the future. Are you interested in learning more on how we can help your organization pivot and thrive? Connect with us today!