Managing Through Civil Unrest

BY HAMLET VAZQUEZ, MCAM-HR

How one manager handled protests and angry crowds near his community.

Do you remember that class you took on how to deal with rioters and looters? No? Neither do I. The fact is, this year has been one of those years where neither prior experience nor formal training have prepared managers on how best to handle all that has been taking place. While we can now all add ‘managing through a pandemic’ and ‘managing through civil unrest’ to our resume or LinkedIn profile, are we ever really prepared to handle either one of those?

Back on Sunday, May 31, I drove to the high rise that I manage only to be greeted by thousands of protesters blocking my way to the property. The high rise I manage is fortunate to be right across the street from the Long Beach City Hall and downtown police station, so it was no surprise that thousands had chosen this area to gather and protest the death of George Floyd.

After pulling over and waiting for the crowd to pass, I was able to enter the property only to find residents who had secured baseball bats to protect the property. What does a manager do with that? What did this manager do with that? Read on to find out.

Here are a few tips to keep in mind when the next riot or civil unrest takes place, derived from my own personal experience.

1. Communicate with your residents.

Before the protest takes place it’s important for your residents to know about it and to know what management plans to do to get ahead of any potential issues. The residents need to know that you are aware of the situation and that you are in contact with local authorities as you prepare. Depending on your proximity to where protesters plan to gather, you may want to encourage residents to be home before the crowds start to gather; in our case, we closed the vehicle entrance that was to be closest to the crowds to minimize the risk of trespassers. Make sure that residents are aware of all the steps you are taking to help prepare.

2. Prepare for the worst, hope for the best.

While we did not hire security for May 31, we did for the next couple of rounds of protests. Why? Because the security guards would be able to protect the property from thousands of protesters? No, but because it communicates to your residents that you are being proactive. Most residents will understand that if the police can’t control the crowds, a couple of security guards will not be able to do much either. Security guards do provide a psychological sense of security though – a feeling of safety – even if they can’t guarantee realized safety. Security guards can also be a deterrent for those looking at low-hanging fruit of an unsecure parking garage.

Depending on the proximity of your property and accessibility of windows, you may want to board up your windows. Again, a way to be proactive. In our case, we made it through with just one ‘tagged’ sign, but the situation could’ve been a lot worse.

3. De-escalate, always.

Back to the residents with baseball bats. When dealing with both residents and with protesters, the key is to deescalate. Don’t allow riled up residents to engage with protesters. There’s no better way to escalate something than for these two to meet and engage with each other. The best course of action is to ask the residents to put away their baseball bats and go back up to their units and let management (or the hired security guards) handle the security of the property.

We need to understand and appreciate the fact that, whether they are protesters or residents at your property, they are both afraid. When afraid, people will either flee or fight. As the manager of the property, part of your job is to help create a safe environment for your residents, even in the midst of civil unrest. While certainly a high calling, part of that is simply being proactive. Had we had security onsite on May 31, those residents may have felt safe and not felt the need to brandish weapons.

One closing word on ‘security’ and the role of the association to help create a ‘safe’ environment. As part of communicating to your residents, it is important for them to know that the association cannot guarantee anyone’s safety. While the association certainly has a duty to take reasonable steps to address known ‘security’ issues (e.g. an exterior door that only works intermittently), and be proactive (e.g. hire security), each resident must be aware of their individual responsibility to be prepared, proactive and not escalate situations.

Hamlet Vazquez, MCAM-HR, is general manager with Action Property Management, Inc., ACMC in Long Beach.