At C.I.A. Services, our priority is always ensuring that our homeowners receive the support they need. For years, a way that we actualized this commitment was our extended customer service hours. Though our offices closed at 6:00 p.m., our Customer Care team remained available on our main phone lines until 8:00 p.m., Monday through Friday. This additional time reflected our dedication to remaining available for our homeowners, and for years, this has been a point of pride for our company.

Over the years, however, things have started to change. What was once a bustling, busy period with a high volume of calls has gradually changed. We adapted to this development, reworking the number of staff members available for these late-night calls and scheduling additional assistance for particularly busy seasons. Even with this evolution, it has become clear to our team that the extended customer service hours have become redundant.

We attribute this change to several factors: the launch and implementation of our homeowner app, MyRedDog, the popularity of email correspondence, and the growing number of calls received during our typical business hours. We are confident that, as we adjust to new trends in homeowner correspondence, our clients continue to have their questions answered and concerns addressed. However, our C.I.A. Services team must occasionally pivot to accommodate these shifting needs. Our Customer Care team responds to an increasing number of inquiries during the 8 a.m. to 6 p.m. window. After careful consideration, we have concluded that increasing the staff members during this period—not providing extended customer service hours—would be the best way for us to serve our clients at this time.

Effective April 1, 2026, our customer service hours will be changing. Customer Care representatives will be available on our main phone lines from 8:00 a.m. to 6:00 p.m., Monday through Friday. We are confident that this change will be beneficial to our property owners and residents; with the new MyRedDog ticketing system, our voice mail system, our in-office availability, and our after-hours emergency maintenance line, and soon our augmented staffing on our Customer Care phone lines and email team during our peak hours, we are certain our company will maintain prompt and thorough service. We will continue to evaluate the ways that we can best serve our clients — always. For now, this looks like reducing our extended hours and instead focusing on offering the most support possible during our busiest times.

Starting April 1, 2026, we are hopeful that our clients will feel the positive impact of this change as they continue to submit tickets, call our representatives, and send us emails. We thank you for taking the time to read about this update, and we look forward to continuing to provide exceptional service.

It is with great satisfaction that our team has an opportunity to recognize Tera Skeen in this month’s Volunteer Spotlight. Tera has guided the Spring Branch Townhomes Homeowner’s Association as their President since 2022, a position she commands with thoughtfulness and grace. From Spring Branch to the Texas Organization for Nursing Leadership, Tera plays an integral role in the circles she serves, consistently demonstrating a commitment to transparency, empathy, and leadership.

On the Spring Branch Townhomes Board, Tera fulfills her duties with openness and integrity. She prioritizes consistent, clear communication; when Association decisions are made, Tera emphasizes the need to be direct and open with her fellow residents. Her transparency has helped shape the character of the Board of Directors and the community. She has created a culture of honest collaboration that is truly aspirational. This communication allows Tera to thoroughly consider the perspectives of Spring Branch Townhomes property owners in her decision-making. 

Tera evaluates community matters with compassion. She balances the Association’s needs with the correspondence received from homeowners. Even when it is inconvenient for her to do so, Tera opts for a hands-on approach to problem-solving if it benefits Spring Branch Townhomes community members. For example, Tera was deeply involved in the amendment and ratification of the governing documents. This process can be lengthy, difficult, and at times frustrating; being able and willing to assist suggests patience, attention to detail, and care for the community’s long-term goals. Tera has also been known to make repairs to common assets to conserve Association funding, fixing maintenance concerns herself when possible. Her willingness to step in and commitment to the community make her a Board member who exceeds expectations.

Outside of the time she spends volunteering on the Board, Tera leads a vibrant personal life. She is an animal lover (partial to cats) and mother to a University of Texas Longhorn. Whenever possible, she spends time in Austin visiting her daughter—a pre-med student following in Tera’s footsteps. Tera has extensive experience in nursing and imparting her wisdom to the next generation of medical professionals. In all areas of her life, she is driven, knowledgeable, and selfless.

We are beyond grateful to have Tera on the Spring Branch Townhomes Board of Directors. She is an invaluable asset to the community, and it is our honor to shine the spotlight on her hard work. 

• Short Term Rentals
• Texas 89th Legislative Session
• Texas Legislative Session (88th) Update 
• Texas 88th Legislative Session
• Texas 87th Legislative Session

We also have a series of essential seminars providing important basic insights. 

• Governing Documents - What You Need to Know
• Certificates of Formation - What You Need to Know
• Super-Budget Concepts 

All of our videos are available on our YouTube channel. We will send updates when new material is added. You can also subscribe to our channel for news on the latest additions.