In Technology

FLOODS & FEARS A CITY UNDER WATER

JESSICA CALVERT Property Management Operations Manager, Harcourts Queensland, Australia.

During the recent NSW/QLD flood crisis Jess put in enormous hours including weekends to ensure our business owners had the support and guidance they needed. It was said that Jess was a beacon of light and hope during their darkest hours. 1. Can you tell me a little about the recent flooding in NSW? I have never seen or experienced anything quite like it. It felt like we were given plenty of notice to prepare, but at the same time it happened so quickly. The rate the water was rising right in front of my eyes was just unbelievable. 2. What was the worst you saw? I drove down to northern NSW as soon as I could to drop off anything I could. The drive down was extremely confronting. The debris on the side of the road, deceased livestock, native animals, family pets. The amount of dead end streets and U-turns made because the roads were too heavily eroded it wasn’t safe to keep travelling down them. Driving through suburb after suburb with their homes spilled out on the street, completely unsalvageable. 3. How were you personally affected? My street became submerged at one point, about knee height. Luckily for me I had already moved my car to higher ground, and I live in a second story unit. 4. You lead a massive effort of recovery when most were looking upon the devastation frozen or waiting on more. Where does that strength come from? It didn’t feel like ‘leadership’ or ‘strength’ at the time. It was the right thing to do – and that comes naturally. 5. What was your lowest moment? Arriving in Murwillumbah, after being on the road for a couple hours seeing all of the devastation, as soon as I stopped driving – I had a moment where I took everything in – and just felt so bad for everyone in the community. 6. Who stood out during that dreadful day? I couldn’t pinpoint one person. It was the entire community spirit. I was just one of many people who travelled a long way to lend a hand in any way I possibly could. Cars just kept arriving with more supplies, and more help – it was so amazing to witness. 7. What were some of the worst challenges for people out there? I think the biggest and worst challenge for people & their communities was the clean up. I can only imagine how hard it would be losing all your beloved possessions, and then having to collect every single picture, item, memory and move it out to the street where it is to be collected and dumped. Not only physically draining, but emotionally draining. 8. Were their people you couldn’t help? Of course! The donations & supplies I took down were snapped up within five minutes of me arriving. There were still streets that were flooded in that we couldn’t get to. There are plenty of people across Queensland who are still displaced as a result of the floods. 9. How did you help your team through this? We all helped each other. It’s the Australian Spirit to get in and help your mates. Constant calls & emails to check in, a lunch delivery, a day in the office on the tools. Whatever they needed, we were there. 10. Did you break down at any time? I didn’t – I was conscious that so many people around me had it much worse. I was very lucky. 11. What do you think is true strength? Helping people is easy, it’s the right thing to do. I think the true strength was displayed in those who lost everything, and still got on with it. Or those who lost everything and were strong enough to be vulnerable and ask for help.

JACQUI BARTHOLOMEUSZ Multiple Business Owner, Brisbane, Harcourts Queensland, Australia.

During the recent NSW/QLD flood crisis Jacqui’s flagship office in Ascot was submerged in two metres of muddy water destroying brand new furnishings and computers but not her team’s spirit. 1. Can you tell me a little about the recent flooding in QLD? It was so quick and it affected properties never affected before so it was really unexpected. People were in shock. 2. What was the worst you saw? A person we had just sold a property to, had the whole bottom floor of their new home under water. Seeing their distress. The amount of people needing somewhere to live – multiple applications were coming in and very quickly we had no rental properties left. So many applications missed out and yet all were deserving. 3. How were you personally affected? We lost our Ascot office. It was our new office that we were all so proud of. It was hard to see it close. It was two and a half months to repair. We only re-opened recently. Trying to keep the PM mangers supported. Re-deploying staff to cope with the huge number of calls coming in. We all had to be hands-on because of the sheer volume of people stressed and in need. There was enormous pressure and workload on the team. 4. You led a massive effort of recovery when most were looking upon the devastation frozen or waiting on more. Where does that strength come from? You gotta do what you gotta do. It was important to get the office cleaned out by the end of the Sunday so we could cover the office and look after our rental properties and clients. I had awesome team members who jumped in and did what had to be done. The sales team took over the phones for the Property Managers taking messages so the PMs could cope with contacting insurers and owners of over 60 properties affected. 5. What was your lowest moment? Feeling so sad for the people we couldn’t find property for – we just couldn’t satisfy everyone no matter how hard we tried. 6. Who stood out during that dreadful day? The whole team. In the morning we prioritised what had to be done and end of day we reflected on the day focusing on what we had achieved and not what we couldn’t do. We did this daily so that the days didn’t blend into one. 7. What were some of the worst challenges for people out there? Homelessness and people who never thought they would be in a position where they needed to rent. They had no idea how bad it was and many had unrealistic expectations (turning down property) only to find out quickly that there were no properties left. So frustrating for us. Many had no insurance or didn’t understand why their contents weren’t covered. 8. Were their people you couldn’t help? Yes – we probably said “No we don’t have anything.” 30 times per day – it was constant. Brisbane property stock was already reduced before the flood so after the flood it became critical. 9. How did you help your team through this? Just by being present. Sitting beside them. Taking over some of the hard conversations when they’d had enough. Giving them a break. Providing practical options. I’m a ‘sleeves rolled up’ leader anyway. 10. Did you break down at any time? No,I was too busy and everyone was watching. I was very mindful we had come off financially better than many, so felt grateful we were busy. Businesses around us like the coffee shop had taken a big hit. We were lucky to keep all of our people working from our other offices. 11. What do you think is true strength? You are as strong as the support and team you have around you. It is the strength of the relationships you have that keep you present. With a strong team you know it’s going to be OK.