Emergencies and disasters happen and most of the time they cannot be avoided. Webster terms an emergency as "an unexpected situation that requires prompt action" and a disaster as "a grave occurrence having harmful results."
In the property management world, we see emergencies as loss of heat, a gas leak, water leak causing flooding in the property, etc. - basically, it is anything that can endanger a tenant's well-being. A disaster would be a major flood, tornado, hurricane, tsunami, landslide, earthquake, or some other natural act of nature. This year, once again, many parts of the country have suffered devastating events that no one can stop, or even predict, such as fires, flooding, and tornadoes. Hurricane season for many is now here.
Since you cannot avoid most emergencies or disasters, the only choice in our business is to be prepared with emergency procedures for when they happen. There are three keys areas to plan - before, during, and after the event in question.
- Plan emergency/disaster office procedures and train personnel.
- Prepare tenants, whenever possible, on what to do in the event of an emergency/disaster.
- Identify emergency services to call when the situation happens.
- Identify vendors who will service the necessary repairs/cleanup.
- Monitor reports when there are events predicted.
Before the event
- Implement office emergency/disaster procedures.
- Monitor conditions closely as they are happening.
- Keep all incoming lines open when possible.
- Prioritize "emergencies" during any situation.
- Counsel tenants as needed.
- Initiate critical repairs.
- Evacuate properties if necessary.
- Close the office, if necessary, with recorded emergency instructions.
During the event
- Determine the extent of the damage and cost of repairs/cleanup.
- Notify owners as soon as practical.
- Issue notices to vacate if the situation warrants.
After the event
What can the Owner do during an emergencies/disaster? The before, during, and after items listed previously outline what the property management company has to do when an emergency or disaster occur. The owner has some key roles as well.
- Owners should check yearly to ensure they have adequate insurance needed for emergency/disaster situations. Make time to research different insurance companies for the best coverage.
- If advised of necessary preparations that would help the property or a pending situation, heed them.
- When an emergency/disaster occurs, it is important to be understanding that the property manager must handle the situation first, and notify owners when the situation allows.
- If it is a disaster situation, it is important to not repeatedly call and tie up crucial telephone lines, demanding to know the situation. Unnecessary calls could interrupt important ones that may affect your property. You need to counsel family members as well regarding calls.
- Be patient during the aftermath of any major situation - it takes time to figure out the best solution, what vendor can do the work, and in some situations, it can take months to obtain the services of contractors.
- Work with your insurance company to assist the property manager. Companies often only want to communicate with the owner of the property.
- Extend support to our company when it is necessary to evacuate the tenant for their safety and to repair the property. This can also reduce liability.
- Do not take the situation personally - it is something no one can prevent and everyone needs to work together to work through the problems.
No one likes to think about an emergency or disaster, much less experience them. By preparing in advance wherever possible, using common sense, and taking each step at a time, these events pass and reach resolution.
