Crisis Management Tips for Condominium Managers

by Nathan Watson General Manager Bleu Ciel

As credentialed Association Managers, we all strive to be the very best. We plan, we train, and we execute our “game plans” on a daily basis. We often get into a groove and carve out certain portions of our day to walk our respective properties and inspect. We hope for the best each day, but hope is not an effective strategy. As Murphey’s law would suggest, “If it can happen, it will happen.” If you manage communities long enough, you will experience your share of crisis situations.

There are a few different types of crisis situations that rear their heads, which include Medical Emergencies, Fire Emergencies, Police Emergencies, Flooding and Mental Health crisis. All of these potential issues that you would have to manage can be stressful, but preparing for these situations will pay off when you find yourself in the middle of one. It is not a question of if it will happen, but most likely, when it will happen.

Medical emergencies can be filled with many different emotions. For managers of Condo communities, and especially managers in a high rise, managers come to know their residents very well, often establishing deeply rooted relationships with their community members. If you find yourself having to manage through a situation like this, it can be emotional and hard to focus on what needs to be done to help the person in need, or manage the situation. If you do not have an emergency plan, it is suggested that you find the time to create one.

Creating an emergency plan is the first step in preparing a Condo Association for any worst-case scenarios. Each type of emergency situation has different elements to be aware of and to be ready for. People often experience medical emergencies in their homes, and the communities we manage are no different. In single family homes, residents typically call 911 on their own, and do not involve anyone outside of their household in doing so. However, in Condominiums, staff members find themselves becoming the ones who interact with paramedics or fire rescue personnel. From receiving them in front of the building, providing access to elevators or escorting them to the unit, our sited staff in these cases are often the glue to help people through their worst times. If you or your team is not certified in CPR and the use of AED devices, it is highly recommended that at least select members of your team receive this training. Training in CPR and basic first aid can and will save lives.

Not every situation turns out well for the residents involved, and the death of a resident can be hard to deal with, professionally and personally. Deaths in communities happen, and even more often than one would think. Having a plan on how to deal with this situation and the appropriate measures to take are important. Family members that do not live in the community may only ever have this experience in the building, with the death of their loved one. Providing support to family members in this scenario can go a long way in the grieving process and help them not to have to worry about some of the details a situation like this brings.

Although fire emergencies may not have occurred in a Community you manage, measures should still be taken to limit any possible occurrences. Fires do happen, but ensuring systems are inspected regularly and all equipment works the way it is intended will save lives and limit how large a fire can become. Although individual homes that are owned by the Association’s members are out of the control of their respective HOA, fire inspections to homeowner units as well as any common areas will give you the confidence that the systems will provide the necessary function in the case of an actual fire.

A Fire Evacuation plan is often a requirement by the Fire Marshall during inspections. A Fire Evacuation plan will provide all of the emergency exits and the evacuation point where residents and any staff members would be accounted for. In high rises, it is recommended to have a printed list of homeowner and tenant contact information, and update it periodically to coincide with any new residents that may have moved out, or moved into their respective units. It is important to account for everyone in the building, as the building manager or manager on duty will have the duty of verifying this while the event unfolds.

It is important to maintain composure and stay relaxed, as your interaction is an important factor in helping people to stay calm and to help get them to safety. Having a written plan of action, and training on these steps periodically will allow some of these events to become more second nature, and helps to avoid becoming overwhelmed in the midst of a chaotic situation. Know the plan, teach the plan and execute the plan. Another emergency that Condo Associations deal a lot with are the instances of flooding. Flooding can occur in a number of ways, but a plan in place, and normal inspections of the building and its perimeters can help limit damage. In some areas, hurricanes and tornados pose a threat that are sometimes hard to avoid. If you are aware of a storm that will affect your community, taking proactive steps is important in limiting, or eliminating the potential for losses. In a situation where widespread flooding is possible, the safety and well-being of your community members becomes the priority.

Flooding is not just limited to natural weather events, but often manifests themselves inside of your building(s) common areas and inside individual homes. The most common occurrence of flooding in Condominiums is flooding from leaking pipes, bathtubs, showers, commodes, and appliances. Being aware of the water shut off valves to a unit is critical in limiting damage to a home. Identifying and training your staff to know what to look for and how to shut the water off to individual units could mean the loss of $10,000 vs $100,000 or more.

Flooding can also be caused by a combination of severe cold weather, and water pipes that freeze. The last several years, North Texas has experienced prolonged subfreezing temperatures, and the threat of flooding caused by these weather patters can have a devastating effect. Understanding your buildings systems and precautionary steps that can be taken prior to these weather events will likely save your community thousands of dollars.

One of the most common issues that building managers deal with are police emergencies. These issues have a wide range of cause and effect but include loitering, assaults, theft, burglary, social unrest, riots, and even the potential threat of active shooting situations. Local police agencies have been making it a point to ensure defenses for active shooter events are being discussed and that these situations are being trained on. Knowing where to go and what to do could be the difference between life or death in a situation like this. Identifying characteristics or behaviors that could be early indicators is important and as is sharing that information with the authorities if warranted.

Mental heath related incidents typically coincide with police emergencies, but can involve medical and fire emergencies at the same time. Building managers should look into training that is offered by local police agencies that help to teach deescalation techniques and when it is appropriate to involve the police in assisting with an unruly homeowner or tenant. As community managers, we strive to represent our individual communities as the best they can be. From establishing relationships with homeowners, board members and their guests, we strive to provide a safe place to call home, but understand the risks that are out there and to possess the tools necessary to avoid some of the pitfalls that were discussed.

Crisis situations will eventually find themselves at the doorstep of any type of community, and in any part of our country. Creating an Emergency plan that accounts for all of the things that can go wrong and training the staff and residents on what to do and where to go, will help building staff stay focused and composed in the face of adversity such as the examples listed in this article.

Now, back to the simpler things, like making sure there are enough towels at the pool or whether the hallways are clean, or if the house car has gas for the dinner rush tonight. Good Luck Y’all!