Firms should remind residents there generally are no fees to pay by bank
transfer in case they have read something to the contrary and therefore
might be hesitant to take advantage of online payments. Where fees
are involved, fi rms are encouraged to limit or waive them. As is typical
for the industry, apartment operators should work with residents who
may fall behind on rental payments because of a loss of income or a lack
of access to their fi nancial accounts during a widespread COVID-19
outbreak.
Service calls, trash collection, security, maintenance and move-in/
move-out will require another look in a severe outbreak. Fitness centers,
pools and community rooms may need to be closed.
Anticipate high absenteeism at your suppliers and service providers
that might create disruptions in trash removal, utility service,
transportation or supply delivery. Seek alternative service providers and
outsource options for IT.
Supply chain issues could grow causing shortages of critical cleaning
materials such as disinfectants or gloves. Consider placing supply orders
well in advance of running low to ensure you are prepared or taking
advantage of windows that present themselves when shortages have
been replenished.
Late Payments/Need for Flexibility
Many Americans are expected to suff er a loss of income as a result
of the COVID-19 outbreak, which could inhibit their ability to pay their
rent and meet other fi nancial obligations. NMHC is actively working
with Congress to secure federal support for those who are negatively
aff ected by the outbreak, including direct rental payment assistance for
American families who suff er a loss of income during the crisis.
In the meantime, we are encouraging our members--and all housing
providers--to create open lines of communications with their residents
to address fi nancial, health, and other hardships that can make it
diffi cult to cover expenses like housing. Of note, providers across the
country have implemented eviction moratoriums ranging from one
week to 90 days unless the eviction is for criminal or negligent behavior
that jeopardizes the life, health or safety of other residents. Some
recommendations include:
• Work with your residents on payment plans and agreements and be
sure to put them in writing.
• Waive late fees and other administrative costs over the next
30-day period.
Dealing with the aftermath
Planning for this outbreak, or any type of disaster, also means
considering what happens after the event. The human and fi nancial
impact on a company, its residents and its property operations can be
devastating if the recovery process is not included in your overall plan.
In the days following an incident or disaster, experts recommend
companies evaluate their insurance coverage if there were revenue
losses or damage incurred, check in with aff ected residents, revisit
human resources policies regarding back-to-work issues, identify any
need for Employee Assistance Programs or counseling, and evaluate
re-opening common areas and services. Pay special attention to the
availability of government aid.
Finally, evaluate the eff ectiveness of your fi rm’s Incident Response
Plan, identify pitfalls or failures and look to modify the plan and
practice regularly.
www.aamdhq.org
Self-Quarantining
Residents
Apartment firms are likely to have residents who need to self-
quarantine in their apartment. Recommended practices in that
situation include:
• Service Requests and Apartment Access. Suspend
access to the apartment for routine maintenance, repairs
and inspections. The apartment should only be entered for
emergency repairs. Close contact with the resident should
be avoided during any entry of the apartment.
• Cleaning Requirements. Follow the guidance of the local
public health agency concerning any additional cleaning
of the common areas or apartment as a result of the self-
quarantine. Additional cleaning may not be recommended
or required in this situation. If the public health agency
or client recommends or requires additional cleaning
that requires the use of personal protective equipment
(PPE) or is beyond the capability of your team or regular
cleaning service, consider hiring a qualified vendor to
perform the cleaning.
• Package Deliveries. Follow the guidance of the local public
health agency concerning package deliveries. If you do
deliver packages, leave them outside the apartment door
to avoid close contact with the self-quarantining resident.
• Vendor Services. Vendors who regularly provide services
within apartments should be notified that service is
suspended to the apartment in question, without advising
them of the reason for the suspension. If you offer door-
side trash pick up, that may continue. Do not inform your
door-side service provider which apartment is affected by
the self-quarantine. It is very important to protect resident
privacy in discussions with vendors.
• Support to the Resident. A period of self-quarantine
may be stressful for a resident. You should endeavor to
be empathetic and supportive during this challenging
time, keeping in mind restrictions on your ability to be in
close physical contact with the resident. Set reasonable
expectations with the resident about your ability to provide
assistance.
• Protecting Resident and Employee Privacy. Information
about the health and status of the self-quarantining
resident or affected employee should not be shared with
other residents or employees. Consider sharing that
information with the community manager, but advise
the manager not to discuss it with other team members
except as necessary to comply with other guidance
received.
APRIL 2020
TRENDS | 17