Law In Order: The Essential Role of Administrative Support In Multifamily Industry

By Priscilla Vargas, Hari Nathan Kalyan and Allison Mattocks

Administrative support roles have a rich history and have played a significant role in the evolution of the modern business organization. Historically, these positions were often seen as clerical and secretarial, predominantly filled by women in the mid-20th century. Tasks were primarily manual, involving typewriters, filing systems, and physical communication methods. The late 20th century saw the advent of computers and the internet, revolutionizing these roles. Administrative assistants transitioned from traditional secretarial tasks to more complex responsibilities, including data management, scheduling, and communication coordination. The development of technology and computer software further enhanced their capabilities, allowing for increased productivity and efficiency.

At Warren Kalyan Mattocks, one of our primary focuses is servicing the needs of the multifamily industry as well as supplier-partners in the greater ecosystem of the industry. As such, we are acutely aware of the complexity involved with operating multifamily properties. The successful operation of a property relies heavily on various roles, and administrative support is certainly one of the most crucial. These roles, often underappreciated, are the backbone of efficient property management and smooth interactions between multifamily businesses and their supplier-partners and service providers.

Importance of Administrative Support in the Multifamily Industry

In the multifamily real estate industry, administrative support roles are indispensable. These roles encompass a wide range of responsibilities, including:

1. Tenant Relations and Communication

Administrative staff are often the first point of contact for tenants, addressing inquiries, processing applications, and managing lease agreements. Effective communication and prompt response to tenant needs are essential for tenant satisfaction and retention.

2. Property Management

Administrative support involves coordinating maintenance requests, managing service contracts, and ensuring compliance with local regulations. This role is vital in maintaining the property’s value and ensuring a safe and comfortable living environment for residents. In Texas, administrative support must ensure compliance with statutes such as the Texas Property Code, which governs landlord-tenant relationships and property management practices. Knowledge and understanding of the Federal Fair Housing Act is also key for managers tasked with responding to accommodation requests from residents.

3. Financial Administration

Tasks such as rent collection, bookkeeping, and budget management fall under administrative support. Accurate financial records and timely processing of transactions are critical for the financial health of the property and the broader organization. Administrative support must also ensure compliance with the Texas Business Organizations Code, which includes provisions on financial recordkeeping and reporting for business entities.

4. Coordination with Supplier Partners and Service Providers

Multifamily properties rely on a network of suppliers and service providers for maintenance, repairs, and renovations. Administrative support ensures seamless coordination, scheduling services, processing invoices, and maintaining relationships with these partners.

5. Acting as Witnesses in Eviction Hearings

Non-lawyer administrative employees play a critical role in eviction hearings by serving as witnesses. Under the Texas Rules of Civil Procedure, these employees can provide testimony regarding lease agreements, payment histories, tenant communications, and other relevant documentation. Their firsthand knowledge and detailed record-keeping can significantly impact the outcome of eviction proceedings. By presenting clear and accurate evidence, administrative staff help ensure that the property management’s case is well-supported, demonstrating compliance with statutory requirements and lease terms.

6. Delivering Notices of Eviction

According to Texas Property Code § 24.005(f) and (f-1), a landlord or a landlord’s agent, including administrative employees, may deliver a notice to vacate through several methods:

A --- In person to the tenant or a person residing at the premises who is 16 years of age or older.

B --- By affixing the notice to the inside of the main entry door.

C -- If no one is available to receive the notice in person and entry is not possible, for certain enumerated reasons (e.g., alarm system, the deadbolt is engaged, presence of a dangerous animal, etc.), the notice may be securely affixed to the outside of the main entry door, in a sealed envelope with appropriate markings indicating it is a notice to vacate, and must be mailed by certified mail, return receipt requested by 5 pm that day, from the same county as the premises are located.

This statutory provision ensures that administrative staff can handle the critical task of delivering eviction notices, thereby streamlining the process, and ensuring legal compliance. Because strict compliance with this section of the Texas Property Code is required to prevail in an eviction action, the staff member that delivers the notice will likely serve as the landlord’s witness at the eviction trial, testifying as to their firsthand knowledge of proper delivery.

The Ecosystem of SupplierPartners and Service Providers

The multifamily real estate industry does not operate in isolation. It is part of a broader ecosystem involving various supplier-partners and service providers, such as maintenance contractors, landscaping companies, security services, and technology vendors. Administrative support roles play a pivotal role in managing these relationships, ensuring that services are delivered efficiently and effectively.

By maintaining organized records, scheduling regular maintenance, and facilitating communication between property management and service providers, administrative staff ensure that the multifamily property operates smoothly. Their role in negotiating contracts and managing service agreements also contributes to cost savings and improved service quality.

Impact of Digitization, Remote Work, and AI Technology

The advent of digitization, remote work, and AI technology has transformed administrative support roles, bringing both opportunities and challenges.

Digitization has streamlined many administrative tasks, reducing the reliance on paper-based processes and enabling more efficient data management. Property management software allows for centralized recordkeeping, automated rent collection, and real-time communication with tenants and service providers. This shift has enhanced productivity and accuracy, allowing administrative staff to focus on more strategic tasks.

The COVID-19 pandemic accelerated the adoption of remote work, including in the multifamily real estate sector. Administrative support roles have adapted to this change, with cloudbased software and communication tools facilitating remote operations. Remote work has proven to be effective, offering flexibility and expanding the talent pool by allowing organizations to hire staff from diverse geographical locations.

Artificial Intelligence (AI) is making significant inroads into administrative support, automating routine tasks such as scheduling, data entry, and customer service through chatbots. AI-driven analytics provide valuable insights into tenant behavior, maintenance needs, and financial performance, aiding decision-making processes.

The Irreplaceable Human Element

Despite these technological advancements, the human element in administrative support roles remains irreplaceable. AI and automation can handle repetitive tasks, but the complexity and nuance of human interactions, problem-solving, and decision-making require a human touch.

1. Tenant Relations

While chatbots can handle basic inquiries, resolving complex tenant issues and building relationships require empathy, understanding, and personalized communication that only humans can provide.

2. Crisis Management

In emergencies or unexpected situations, the ability to assess, react, and coordinate responses effectively is a uniquely human capability.

Administrative staff play a crucial role in these scenarios, ensuring the safety and well-being of residents. This includes conduct-based evictions where tenants may pose a threat to safety or engage in illegal activities. When a resident violates the conduct prohibitions in the Lease, landlords may initiate eviction proceedings for conduct-based reasons such as criminal activity, destruction of property, or other lease violations.

Administrative employees must maintain detailed records of tenant behavior and incidents to support these eviction cases effectively. Texas case law underscores the importance of thorough documentation and adherence to legal procedures in eviction processes.

3. Strategic Planning

Administrative support roles often involve strategic planning and critical thinking, particularly in coordinating with supplier-partners and managing budgets. These tasks require a level of judgment and foresight that AI has yet to replicate fully.

Conclusion

Administrative support roles are the unsung heroes of the multifamily real estate industry and its ecosystem. Their historical evolution, from manual clerical tasks to complex, tech-enabled responsibilities, highlights their adaptability and growing importance. While digitization, remote work, and AI technology have transformed these roles, the human element remains essential for effective tenant relations, crisis management, and strategic planning.