Working as an Essential

Working as an Essential Employee

Here are some tips from professionals with experience working in times of crisis.

“Our strengths in the multifamily industry are found in our people. Those dedicated people on the front lines who are accessible, approachable and rock solid for their communities.”

A note from the editor: This article was written on March 31. It was edited on April 3. The COVID-19 crisis in Houston may have changed since this article was written. B ecause of the Houston Apartment Association and the Texas Apartment Association’s efforts, property management professionals were included in Harris County Judge Linda Hildalgo’s Stay Home, Work Safe Order as essential employees. It is challenging to lease and manage properties during this unprecedented crisis, but the multifamily industry is accustomed to challenges.

“During my 35-year career in the multifamily industry, we have navigated through many crises. Each one teaches us something new. From floods to fires, hurricanes to banking crises, we weather storms and we rise again, stronger, more united and more resilient than ever,” President of Houston-based Better World Properties LLC, Terri Clifton, said. “I believe the same will hold true for the current global viral crisis. Our strengths in the multifamily industry are found in our people. Those dedicated people on the front lines who are accessible, approachable and rock solid for their communities.”

Clifton, a 35-year multifamily industry veteran, has worked at every level of property management, including leasing associate, property manager, regional manager, apartment owner and now president of her own property management firm. Better World Properties LLC was at the forefront of recovery efforts during Hurricane Harvey, one of the costliest tropical cyclones in history.

Angela Blanchard, a partner of Better World Properties, is a globally recognized expert practitioner in community devel-

“When regular communication focuses on community, and on making sure residents are valued and people feel welcome, residents trust the person in the front office, and the apartment manager is the first person they will tell, ‘I’ve got a problem.”

opment and a disaster recovery expert. Blanchard works with businesses and civic and nonprofit leaders to tackle complex challenges of community transformation, long-term recovery and resettlement. Her clients include housing developers, nonprofit leaders, elected officials and social impact entrepreneurs.

“As the first of the month approaches, all the upheaval, uncertainty and threat caused by the COVID-19 pandemic will come to rest on individual families. Even if they are considered ‘essential’ their hours may have been cut. Transportation options are shrinking. There’s a chance childcare arrangements depended upon regular school hours – no longer true. Their rent is due and even if they are still employed, the daily news reminds them that nothing is certain, especially not their livelihoods,” Blanchard said. “When regular communication focuses on community, and on making sure residents are valued and people feel welcome, residents trust the person in the front office, and the apartment manager is the first person they will tell, ‘I’ve got a problem.’”

Here are traits that are essential in effective in essential multifamily professionals:

Angela Blanchard:

1. Great apartment managers, at their core, are community builders. They know who’s hurting, who’s in trouble and who’s frozen in place. 2. Effective managers are emotionally intelligent and savvy. They listen carefully. Their first response is, “Tell me more about what’s going on.” 3. It’s tough to avoid jumping in with a demand or solution. When we listen well, people often have a pretty good idea of where they need help. Give them a chance to propose their solutions. 4. Listen twice. Help once. 5. Families call your properties home. They want to keep their homes and you want to keep your strong residents. Honest conversations now will mean stronger relationships on the other side of this upheaval.

Terri Clifton:

6. Apartment professionals actively manage communities rather than letting their

communities manage them. Being proactive and reaching out to your residents creates trust and a human bond. Walking your properties, being visible and speaking directly with your residents will tell us more than numbers in an Excel column ever will. 7. Effective apartment managers require solid and clear direction from regional managers during crisis management. Regional professionals shine when they have decisive, guiding light from the corporate mothership. It is a critical hierarchy that depends on layer upon solid layer. When these operational systems are in place long before disasters or crises occur, we have a much better chance at steering the ship in the middle of stormy seas. 8. At the corporate level, it’s essential to monitor the pulse of local, state and federal guidelines during crises as these are often rapidly changing. Corporate-level multifamily professionals also keep tabs on industry regulations and trends so they can disseminate clear information to regional managers and property managers as breaking news becomes available. 9. Communication with apartment owners and multifamily investors during a crisis is crucial. They fear the unknown just like the rest of us during a crisis. They are relying on the calm and cool under pressure directives from multifamily professionals. 10. At all times, and at all levels of multifamily management and operations, well researched, unbiased and clear direction highlighting best choices with sound operating practices provide everyone with a proven game plan. The goal is to preserve assets while maintaining a compassionate human touch.

Multifamily professionals are essential employees who add tremendous value to millions of lives across the country. During times of crises, this value becomes even more clear.

When you’ve been through many different types of crises over many years, you learn what works well and what doesn’t. These tips are designed to help you in the coming days. We do not know for sure what lies ahead. What we do know is, we are up to the challenge. Together, we will get through this and we will make the world better.

Terri Clifton is the owner and president of Better World Properties LLC and an HAA board member. She has 35 years of industry experience.

Angela Blanchard is an independent advisor and thought leader who has partnered together with Better World Properties to help lead the way with community development and disaster recovery efforts. Blanchard has spoken to audiences on six continents, in dozens of cities, on the role of cities in welcoming and resettling inflows of people.

During times of crisis, there is no such thing as over-communication. People are anxious and idle, both of which can lead to a lot of frustrating requests that our onsite teams will have to field. We can't eliminate frustrations, but many can be avoided or reduced by how and what we communicate.