000 Property Team at West USA Realty

Operations Manual

Owner Onboarding Procedure

Follow each step in order to verify the owner, property, required documents, agreements, disclosures, and setup requirements before the property moves into listing preparation.

From the website menu, click Login. Under Owner, select New Owner Onboarding Intake Form.

We recommend completing the form with the owner over the phone so you can answer questions and offer support. The owner may also complete it independently.

The form takes less than three minutes to complete.

Most owner and property information will be collected through the Owner Onboarding Intake Form, TransactionDesk, or public records search. However, if the owner did not upload documents on the intake form, the owner must provide the following documents via email:

DRIVERS LICENSE: Clear photos of the front and back of a current driver’s license or government-issued photo ID for each owner or authorized signer.

LANDLORD INSURANCE: including the insurance company’s name, agent’s name and telephone number, policy number, and a copy of the declarations page. The owner must also provide proof that West USA Realty has been added to the policy as Additional Insured, as required.

TRUST CERTIFICATE: If the property is owned by a trust, a copy of the Certification of Trust, sometimes called a Certificate of Trust or Trust Certification. It must show the trust’s complete name and date, the current trustee or trustees, their authority to act, and how documents must be signed.

HOME WARRANTY: If the property is covered by a home warranty, the warranty company’s name, telephone number, contract or policy number, coverage information, service-call fee, and a copy of the current home warranty agreement.

Compare the owner’s information on the intake form with the uploaded driver’s license.

Verify that the name matches exactly and the driver’s license is current, correct, and not expired before preparing any documents.

Contact the owner to correct any differences before continuing.

Use the county Assessor website to search the property address and locate the owner’s name. Then use the county Recorder website to find and review the most recently recorded deed.

VERIFY

  • Exact legal name of every owner
  • Whether ownership is held individually, jointly, by an LLC, or by a trust
  • Names are entered exactly as shown on the deed
  • Information matches the intake form and identification
  • A copy of the deed is saved in the owner’s file

 

Do not prepare agreements until any ownership differences have been resolved.

MARICOPA COUNTY

Assessor Property Search:
https://www.mcassessor.maricopa.gov/

Recorder Document Search:
https://recorder.maricopa.gov/recording/document-search.html

PINAL COUNTY

Assessor Parcel Search:
https://www.pinal.gov/686/Parcel-Search

Recorder Document Search:
https://acclaim.pinalcountyaz.gov/acclaimweb/

If the deed is held by a trust, LLC, corporation, or another entity, obtain documents showing who has authority to sign.

TRUST

  1. Obtain the Certification of Trust
  2. Verify the current trustee or trustees
  3. Confirm whether one trustee may sign or all trustees are required
  4. Confirm the correct trustee name and title

LLC OR CORPORATION

  1. Look up the entity with the state where it was formed
  2. Obtain the Articles of Organization or Incorporation
  3. Verify the entity is active
  4. Identify the authorized member, manager, or officer
  5. Confirm whether one person may sign or multiple signatures are required
  6. Download or receive copies of the supporting documents and upload them to the owner’s file.

 

Do not prepare agreements until signing authority and the correct signature format have been confirmed. Ask the broker for guidance if authority is unclear.

Confirm whether the property is occupied, whether a lease or month-to-month tenancy exists, and whether another property manager currently or previously managed the property.

If occupied or previously managed, request a complete property-management file transfer containing:

  • Current lease and original lease
  • Renewals, amendments, and addenda
  • Tenant applications and occupant information
  • Tenant contact information
  • Complete tenant ledger and payment history
  • Security-deposit records and transfer details
  • Move-in inspection, photos, and condition reports
  • Maintenance history and open work orders
  • Notices, lease violations, and unpaid balances
  • HOA violations, notices, or fines
  • Pet, assistance-animal, and insurance documents
  • Pending legal matters or eviction documents
  • Keys, remotes, access codes, and mailbox information
  • Important tenant and owner correspondence

 

Review the file for missing documents, open issues, balances, and upcoming deadlines before completing the transfer.

Before signing the PMA, complete a pre-management property inspection and review the tenant file and ledger, if occupied, so that we don’t take on a hot mess property that is run down and owner refuses to make basic repairs.

  • Coordinate access with the owner or current property manager
  • Provide proper notice to the tenant before entering
  • Document the property with photos and an inspection report
  • Check health, safety, habitability, and general condition
  • Identify damage, deferred maintenance, or major repairs
  • Check for unauthorized occupants, pets, or lease violations
  • Confirm the tenant’s payment status and outstanding balances
  • Identify open HOA, maintenance, or legal issues
  • Review required repairs, costs, and deadlines with the owner

Do not sign the PMA until the property and tenancy have been reviewed and any serious concerns have been resolved or approved.

In TransactionDesk, create a new transaction using:

000 Property – PMA Package – MASTER

Never edit or send the master template directly.

Before sending:

  • Verify the legal owner’s name matches the deed exactly
  • Verify every required owner is included
  • If owned by a trust or entity, verify the authorized signer
  • Enter the signer’s correct title, such as Trustee, Member, or Manager
  • Confirm the property address, fees, dates, and terms
  • Review all forms and signature fields
  • Send the complete package to the owner for electronic signature

After signing, confirm that all required signatures and initials are complete and save the fully executed package in the owner’s file.

BROKER SIGNATURE REQUIRED: YES

The A194A is West USA Realty’s required addendum to the Property Management Agreement. It adds brokerage-specific terms and becomes part of the PMA.

  • Include it with every Master PMA Package
  • Verify the owner and property information
  • Obtain all required owner signatures
  • Send it to the designated West USA Realty broker for signature
  • Confirm the owner and broker have fully signed it

BROKER SIGNATURE REQUIRED: YES

The A194B adds important terms that do not fit within the standard Property Management Agreement. It becomes part of the PMA and provides the Owner’s written authorization for:

• Broker administration and final determination of security deposit deductions

• Keeping necessary utilities active while the property is vacant

• Using automated self-showings and electronic lockboxes

• Continuing lease renewals unless the Owner gives written instructions not to renew

• Include it with every Master PMA Package

• Verify the owner, property, and property manager information

• Obtain all required owner signatures

• Send it to the designated West USA Realty broker for signature

• Confirm the owner, broker, and agent have fully signed it

BROKER SIGNATURE REQUIRED: YES

Purpose:

This form gives West USA Realty the exclusive authority to market the property for rent and enter the rental listing into ARMLS. It also confirms the listing price, listing term, compensation, photographs, signs, lockbox access, and other marketing permissions.

When Required:

  • Send when the property is vacant or will soon be available and will be listed in ARMLS.
  • Complete the property information, approved monthly rent, and listing dates before sending.
  • All deeded owners and the listing agent must sign.

 

When Not Required:

  • The property is occupied and is not currently being offered for rent.
  • You are only taking over management of an existing tenancy.
  • You are renewing an existing tenant without advertising the property.
  • The property will not be entered into ARMLS, subject to broker approval.

 

BROKER SIGNATURE REQUIRED: NO

The Agency Disclosure explains the agency relationship and confirms that West USA Realty represents the owner.

  • Include it with every Master PMA Package
  • Verify the correct owner or authorized representative is listed
  • Obtain all required owner signatures
  • Confirm the form is complete before closing the signing

 

BROKER SIGNATURE REQUIRED: NO

The Lease Owner SPDS allows the owner to disclose known property conditions, defects, repairs, utilities, environmental concerns, and other important information.

  • Include it with every Master PMA Package
  • The owner must complete the property-specific questions
  • Do not answer disclosure questions for the owner
  • Review the completed form for missing answers
  • Obtain all required owner signatures

 

BROKER SIGNATURE REQUIRED: NO

The Lease Owner’s Advisory explains important landlord responsibilities, laws, disclosures, maintenance duties, deposits, insurance, fair housing, and other rental-property risks.

  • Include it with every Master PMA Package
  • Provide the complete advisory to the owner
  • Obtain the owner’s acknowledgment of receipt
  • Confirm all required owner signatures are complete

 

BROKER SIGNATURE REQUIRED: NO

The Owner Direct Deposit Agreement authorizes West USA Realty to send owner distributions electronically.

  • Include it with every Master PMA Package
  • Confirm the bank-account name matches the owner or ownership entity
  • Confirm the routing and account information is complete
  • Obtain the account owner’s or authorized representative’s signature
  • Submit the completed form for owner-account setup

 

BROKER SIGNATURE REQUIRED: NO

The tax form identifies the person or entity that will receive and report the rental income.

  • Use a W-9 for a U.S. person or U.S. entity
  • Use the appropriate W-8 for a foreign person or foreign entity
  • Confirm the legal name matches the rental-income recipient
  • Confirm the tax classification and identification number are complete
  • Obtain the taxpayer’s or authorized representative’s signature

 

Do not complete tax information for the owner. Refer tax questions to the owner’s tax professional.

BROKER SIGNATURE REQUIRED: NO

First, verify the year the property was built.

WHEN REQUIRED

Required for most residential properties built before 1978. Not normally required for properties built in 1978 or later.

LEAD-BASED PAINT DISCLOSURE

This is the property-specific form where the owner discloses:

  • Any known lead-based paint or hazards
  • Any available inspections, reports, or records
  • Whether the owner has no knowledge or records

 

The owner completes and signs the disclosure during onboarding. The property manager/agent also completes the required acknowledgment. The tenant must receive and sign it before becoming obligated under the lease.

  • When required: For residential properties built before 1978.
  • Send to owner: Include a copy in the Owner Onboarding Package for the owner’s information.
  • Owner signature: The pamphlet itself does not require the owner’s signature. The owner completes and signs the separate Lead-Based Hazards Disclosure form.
  • Send to tenants: Provide the pamphlet and completed Lead-Based Hazards Disclosure to all prospective adult tenants before they sign the lease.
  • Tenant signatures: All adult tenants sign the separate Lead-Based Hazards Disclosure acknowledging receipt of the disclosure and pamphlet.
  • Why: Federal law requires tenants to receive available lead-based paint information and the EPA-approved pamphlet before becoming obligated under a lease for most pre-1978 housing.

Complete this step when the property has a pool, spa, hot tub, or other qualifying body of water.

 

“Owner acknowledges receiving and reviewing the Arizona Department of Health Services Residential Pool Safety Notice. Owner understands that Owner is responsible for maintaining the pool, spa, barriers, gates, locks, latches, and other safety features in compliance with applicable state and local requirements. This acknowledgment does not constitute an inspection or certification by Broker or Property Manager that the Property complies with applicable laws or safety standards.”

 

  • Add signature and date fields for every owner or authorized signer.
  • Send the notice with the other Master PMA documents through TransactionDesk for electronic signature.
  • Save the signed notice with the owner’s property-management records.

 

Important:

  • Arizona law does not specifically require the owner to receive or sign this notice. We obtain the acknowledgment as an additional safety and documentation measure.
  • The Lease Owner’s Advisory already provides the owner with a link to the official notice.
  • The owner’s signature does not certify that the pool or its safety barriers comply with applicable laws or local codes.
  • The same official notice must still be provided separately to the tenants when the property is rented or leased.

Use the County Assessor website to verify that the property is registered as a residential rental.

  1. Search the property address
  2. Confirm the rental registration is active and current
  3. Confirm the correct owner and contact information are listed
  4. If the owner lives outside Arizona, confirm an Arizona statutory agent is listed
  5. If not registered, help the owner complete and sign the county’s rental registration (we mainly do this ourselves once we have PMA signed/authority to sign/register).
  6. Save the completed form or confirmation in the owner’s file

 

Registration fees vary by county. Do not promise that registration is free. If I pay the fee, in Yardi submit for reimbursement as PMA states owner is responsible for costs. Keep receipts and upload when submitting for reimbursements.

Do not rely only on the CC&Rs uploaded by the owner because they may be outdated.

  • Contact the HOA or management company
  • Obtain the current CC&Rs, rules, amendments, and rental requirements
  • Review parking, work-vehicle, pet, occupancy, and other tenant restrictions
  • Save all current documents in the owner’s file
  • Provide the HOA documents to the tenant before or during lease signing

 

Confirm that the property and proposed tenant will comply with all HOA requirements before finalizing the lease.

Obtain proof that the property has an active landlord insurance policy. A standard homeowners or renters policy is not sufficient when the property is being used as a rental.

  • Confirm the named insured matches the property’s legal owner.
  • Confirm the correct rental property address is covered.
  • Confirm the policy identifies the property as tenant-occupied or used as a rental.
  • Recommend at least $1,000,000 in liability coverage, but don’t advise but encourage owner to speak to a licensed insurance agent!
  • Confirm West USA Realty is listed as an Additional Insured, using the exact name and wording required by the PMA and broker.
  • Do not accept “Interested Party,” “Additional Interest,” or “Certificate Holder” as a substitute for Additional Insured unless the broker specifically approves it.
  • Obtain the declarations page and documentation or endorsement confirming West USA Realty’s Additional Insured status.
  • Save all insurance documents in the owner’s file.

Coverage Discussion With Owner

Explain that not every landlord policy provides the same protection. Some policies may have low liability limits, insufficient dwelling coverage, limited loss-of-rent protection, exclusions, or deductibles that leave the owner responsible for a substantial portion of a loss.

Ask the owner to review the following with a licensed insurance agent:

  • Is the dwelling insured for its current replacement cost rather than only market value or actual cash value?
  • Is there enough coverage to rebuild the property after a major covered loss AND rebuild up to new code?
  • Does the policy include loss-of-rental-income or fair-rental-value coverage?
  • How many months of lost rent are covered?
  • Are water damage, sewer backup, pool or spa liability, animals, vacancy, and other property-specific risks covered or excluded?
  • Is an endorsement, rider, or umbrella policy needed for additional protection?
  • Does the insurance company’s Additional Insured endorsement properly cover West USA Realty for its interest and activities as property manager?

 

West USA Realty is required to be listed as an Additional Insured so the brokerage may receive liability protection under the policy for covered claims arising from the ownership, maintenance, or management of the rental property. Simply listing West USA Realty as an Interested Party generally provides notice of policy changes or cancellation but does not provide the same liability protection.

Property Manager must not advise the owner that a particular policy is adequate or guarantee that a claim will be covered. The owner must confirm coverage, exclusions, endorsements, and limits directly with a licensed insurance agent.

AFTER THE OWNER SIGNS

After the owner completes and signs the Master PMA Package through TransactionDesk, any document requiring the broker’s signature is automatically sent to the West USA broker’s office because we sent the request via brokersig@WestUSARealty.com via TransactionDesk.

The broker’s office will:
  • The Broker will review and sign the documents.
  • The signed documents are emailed to the Agent and office staff
  • Once the documents are received, the office staff will upload the documents to the file. 
  • If no file has been set up, the office staff will, as a courtesy,  create one and upload the documents.

In most cases, you do not need to create the SRS file yourself.

CHECK WEST USA SRS

Before creating a file, search West USA SRS to confirm the broker’s office has not already created it.

Do not create a duplicate file.

CREATE THE PROPERTY MANAGEMENT FILE — ONLY IF NEEDED

If the broker’s office has not created the file:

  1. Log in to West USA SRS.

  2. Click Contracts.

  3. Click Contract File Submission.

  4. Click Property Management File.

  5. Select Property Owner under “Who Do You Represent?”

  6. Enter the complete property address information.

  7. Continue and create the file.

  8. Upload every completed and signed document from the Master PMA Package.

  9. Submit the file for broker review.

BROKER REVIEW

The broker has up to 10 business days to review the file.

The broker will either:

  • Review & approve

  • List any requirements needed before the file will be considered complete

If changes are requested, make the corrections and resubmit the documents promptly.

IMPORTANT

A commission summary is not required in a property management file; however, it is required in the rental files.

Purpose

Complete this Setup Sheet after:

  • The owner has signed the entire Master PMA Package.
  • The property-management file is in the West USA SRS system.
  • The property is vacant and does not have a tenant.
  • This Setup Sheet allows the West USA Property Management Division to add the owner and property to Yardi Voyager 8. A separate Setup Sheet will be submitted later after a tenant signs a lease.

 

Select New Property

Select New Property at the top of the Setup Sheet.

Complete the property and owner information.

 

Enter the Agent Management Fee

  • Agent Management Fee: $0
  • Enter $0 because the property is vacant and no monthly rent is being collected. Therefore, no monthly management fee is currently being earned by me.

 

Enter the PM Processing Fee

  • PM Processing Fee: $15
  • The PM Division charges $15 per month or 1% of the gross rent, whichever is greater.
  • Because the property is vacant and there is no rent yet, enter the $15 minimum.
  • The $15 monthly charge begins as soon as the property is activated in Yardi. The owner’s required $500 reserve will cover this charge until rent begins coming in. 
  • Owner pays this each month because it is in the PMA and I incorporated this as an owner monthly fee while it is vacant; if I didn’t list it in the PMA, I would be paying the cost out of my own money.

 

Leave the Tenant Information Blank

Leave all tenant fields blank because there is no tenant or signed lease.

These fields will be completed on a new Setup Sheet after a tenant signs a lease.

 

Leave the Broker-Held Refundable Deposit Blank

Leave the Broker-Held Refundable Deposit field blank.

This field is for refundable deposits connected to a tenant. Because there is no tenant or signed lease, there is no deposit to enter.

 

Leave the Monthly Recurring Charges Blank

Leave all monthly recurring-charge fields blank because there is no tenant or signed lease.

These fields are only for monthly charges owed by a tenant under a signed lease. They will be completed when the New Tenant Setup Sheet is submitted.

 

Upload the Owner’s Tax Form

Upload the owner’s completed W-9 or W-8 form.

 

Add a Note

In Additional Notes, enter:

Vacant property — no current tenant. New Property setup only.

 

Sign and Submit

Sign the Setup Sheet and select Send Setup Sheet to WUPM.

 

Confirm the Yardi Setup

Allow approximately 24 hours for the PM Division to create the owner and property in Yardi Voyager 8.

After the property appears in Yardi:

  • Confirm the owner and property information is correct.
  • Have the owner fund the required $500 reserve.
  • Add the owner’s authorized ACH payment information in Yardi.
  • Once a tenant signs a lease, submit a separate New Tenant Setup Sheet with the tenant, lease, rent, deposit and recurring monthly charge information.

Purpose

The PMA requires the owner to maintain a $500 reserve in their property account. This reserve helps cover the $15 monthly PM Processing Fee while the property is vacant, along with other approved property expenses.

Complete this step after the owner and property have been added to Yardi.

Have the Owner Submit the $500 Reserve

Direct the owner to:

  • Visit 000Property.com.
  • Select Login from the main menu.
  • Under Owner, select One-Time Payment.
  • Submit the required $500 reserve payment.

 

Confirm the Payment

After the payment is processed:

  • Log in to Yardi Voyager 8.
  • Confirm the $500 payment was credited to the correct owner and property.
  • Confirm the owner’s account balance reflects the required $500 reserve.

Do not consider this step complete until the payment appears in the correct Yardi account.

Important

The owner’s account cannot carry a negative balance. The reserve should be funded promptly because the $15 monthly PM Processing Fee begins once the property is activated in Yardi.

Before adding a second method to the manual, I would ask Kelly whether you should create an Accounts Receivable charge in Yardi and whether that charge will appear in the owner’s portal for online payment. RentCafe is generally associated with residents/tenants, so we should verify whether the owner pays through RentCafe, an Owner Portal, or another Yardi payment page.

After the owner and property have been added to Yardi, use the signed Owner Direct Deposit Authorization Form to enter the owner’s banking information. This allows West USA’s accounting department to electronically deposit the owner’s available draw payments into the authorized bank account.

Send the Documentation to Processing

Email a copy of the signed Owner Direct Deposit Authorization Form to:

processing@westusapropertymanagement.com

Upload the Documentation to Yardi

In Yardi, locate and open the owner’s account.

Click Data at the top of the owner record.

Select Attachment.

Upload the signed Owner Direct Deposit Authorization Form and any supporting bank documentation to the owner’s account.

Open the Owner’s Record

From the left-side menu, select:

Setup → Owner → Review Owner

Search for the owner or property and open the correct owner record.

Open the New EFT Setup

Click Data at the top of the owner record.

Select EFT Setup (New).

Important: Always select EFT Setup (New). Do not use the older EFT Setup option.

Enter the Bank Account

Click New Account.

Enter the following information exactly as shown on the authorization form:

Transit – Enter the bank’s routing number.

Account – Enter the owner’s bank account number.

Name – Enter the name of the authorized account holder.

Default Account – Select this option so the account is used for owner payments.

Savings Account – Select this only if the account is a savings account. Leave it unselected for a checking account.

Review the routing number, account number, account holder’s name and account type carefully. Click Save when everything is correct.

Set EFT as the Default Payment Method

Return to the owner’s main record and select the Payment Info tab.

Change the owner’s default payment method to EFT.

Click Save.

The Property Management Agreement requires the owner to maintain a $500 reserve in the property’s trust account. This reserve helps cover approved minor repairs, maintenance expenses and other property-related costs.

Setting the Contract Reserve in Yardi ensures that the required $500 remains in the property’s account and is not included in the owner’s regular monthly draw payment.

Open the Owner’s Record

From the left-side menu, select:

Setup → Owner → Review Owner

Search for the owner or property and click Submit.

The owner’s properties will appear at the bottom of the page. Locate the correct property and click the blank Edit button on the right side of that property.

Open the Ownership Information

A new window will open with the property details.

Locate the Functions menu at the top of the window.

Select Ownership.

A second window will open showing the property’s ownership and contract information.

Enter the Contract Reserve

Click Edit in the middle of the screen to activate editing.

Locate the Contract Reserve field and enter:

$500.00

Also review the Contract Exp Date field and confirm that it matches the expiration date stated in the signed Property Management Agreement.

Click Save when finished. You may then close the open windows.

Verify the Reserve

From the left-side menu, select:

Quicklinks → Trust Account Summary

Enter the property and click Submit.

Confirm that the Owner Reserve column shows $500.00.

Important

The Contract Reserve setting prevents the reserved amount from being included in the owner’s regular draw calculation. However, the reserve must still be properly funded. If the property account does not currently contain the full $500, arrange for the owner to fund the difference.

Once every Owner Onboarding step has been completed and checked off, the property is approved to begin listing and marketing preparation.

NEXT STEP

Return to the Operations Manual. Under Property Marketing & Leasing, click the orange View Procedure button and follow the steps to prepare, market, and list the property.

Do not begin marketing until all Owner Onboarding requirements are complete.

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