Apartment Trends Magazine April 2020 | Page 19

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