When an emergency occurs in a managed building, tenants and owners look first to the property manager. “Waiting until there is a problem to develop a response plan is akin to a pilot being in mid-flight before learning how to land,” says IREM instructor Jeff Lapin, CPM, ARM, who recently presented during a webinar hosted by the Institute of Real Estate Management.
“As property manager, you’re in charge,” Lapin says. “This means in an emergency, you’re in charge of the emergency response.”
Lapin says the hardest part of developing emergency plans is getting started. He recommends three steps to make the task manageable and produce plans that will reduce your stress and liability during a crisis.
Step 1: Determine likely emergency scenarios.
Plan for every property in your portfolio and for the three to five most likely emergencies at each one. Planning teams should include staff (don’t forget maintenance workers), tenants and contractors familiar with the building. Lapin also recommends engaging managers of nearby properties. “Discuss an emergency ‘mutual aid agreement,’ in which you will support each other, such as short-term access to vacant space,” Lapin says.
“While you can’t plan for every possibility, brainstorm the most likely scenarios,” he says. Location is a key determinant of weather-related events such as tornadoes, hurricanes and floods. These events may trigger subsequent emergencies, like power outages or gas leaks. Fire is a growing hazard in many parts of the country, as are instances of active shooters in workplaces.
Step 2: Create a logical sequence of events.
For each likely emergency and each building, create a step-by-step action plan for staff and others that addresses what, when, where, who and how of the situation. For example, if a broken sprinkler head causes flooding, make sure everyone involved knows the locations of the water, gas and electric shutoffs and how to use them.
“Don’t just talk about it,” Lapin says. “Have everyone practice doing it, so during an actual emergency, your team can act quickly and confidently.”
The property type affects the response. “A fire in a suburban office building has a very different impact than an urban multifamily complex,” Lapin says. “Even the tenant profile will shape your plans,” he adds, noting that tenants of low-income housing likely have less means for alternative housing compared to luxury high-rise tenants.
Corporate tenants may have their own emergency plans that can support your efforts. Involve a tenant representative to ensure the plans dovetail.
Small Property Challenges
Small properties are just as susceptible to emergencies as large properties, but with fewer resources. “Get creative with building a team by asking others for help, including your largest tenants,” Lapin advises. “You’ll be surprised how much help you can get, but you have to ask.” Local first responders are a great resource, and they are typically happy to assist.
Step 3: Test the plan and adjust as needed.
Engage your team in tabletop exercises to test response plans using varying scenarios. For example, how will you communicate if cell towers are down? (Lapin suggests keeping two-way radios and fresh batteries on hand.) Other scenarios include individuals trapped in a building, a medical emergency, environmental contamination or the inability to obtain timely assistance following a widespread emergency.
If your plan doesn’t solve the problem or isn’t realistic, adjust the plan. “Plans should be flexible, and you may need a plan B,” Lapin says. “Even the best plans can go sideways, so be ready to improvise, but having a plan will give you peace of mind and help you make good decisions in stressful situations.”
