FROM THE PRESIDENT
JANELLE FRENCH | MISSION ROCK RESIDENTIAL
Dealing with COVID and "The New Normal"
In early March our industry changed when COVID-19 broke out. Navigating this
new terrain has resulted in all of us consistently referencing or using words and
phrases such as: pivot, CARES Act, Executive Order, essential, work from home,
PPE and Zoom meetings. It has been challenging to say the least.
Safety for our team members and residents has been the primary focus. However,
amid all the PPE requirements, social distancing and sanitation procedures we still have
to focus on keeping our
communities strong and
concentrate on
fundamentals.
A key focus for operations has always been
reaching and maintaining a customer through
a rewarding, service-oriented experience.
A key focus for
operations has always been
reaching and maintaining a customer through a rewarding, service-oriented experience.
Traditionally, that experience had often been tied to making in person contact. Maybe
through a resident event or conversation at the community coffee bar. With
COVID-19, that took on a whole new look. We turned to technology and various
creative solutions to keep our residents and our team members engaged virtually. Virtual
Bingo, mixology classes, virtual happy hour, streaming on-line work outs and providing
food trucks for the residents have all become the “new normal”. Retention is always
important, but now it is even more critical. Retention needs to offset any weakening in
leasing velocity to keep our communities in a position of strength in an environment that
could easily spiral downward.
Essential maintenance services have been provided and expanded however possible,
in order to maintain safety protocol and limit physical contact between team members
and residents while still providing the highest level of customer service possible. DIY
videos, written instructions and phone conversations have all been used as forms of
communication to assist our residents with some of the simpler, non-essential requests.
Flexibility has been at the forefront of operator’s minds. A variety of well thought
out, flexible payment plans have been offered with options that would line up with a
multitude of situations. These included keeping renewals at current rates and offering
flexible lease terms. The goal has been to give residents options to accommodate their
current situation and to allow for what might benefit them down the road. Sending a
strong message that we value them and are concerned about their situation. A “we are in
this together” mind set. The hope is, once this crisis is over, we will have established
connections that will be rewarded down the road with residents that continue to call our
communities home.
AAMD partnered with the Resident Relief Foundation to create a financial relief
fund that will directly help Colorado residents who are struggling to pay their rent
because of Coronavirus-related job or income loss or illness. The purpose of the
foundation is to keep Colorado residents in their apartments during this emergency
situation, a benefit to both operators and residents.
Finally, AAMD COVID-19 Task Force has been instrumental in assisting the
operators through this pandemic and we are grateful for the collaborative sessions. We
look forward to the continuation of these meetings as we move forward and begin to
shift our focus toward the long-term effects that the current environment has created.
MANDATORY MASK
ORDINANCE F.A.Q.
Effective July 17, 2020 there is a mandatory
statewide mask order, requiring all people in
Colorado over age ten to wear a face covering
over their nose and mouth in any public indoor
space to alleviate the spread of COVID-19. The
order is in effect through August 16, 2020 but
could be extended. Here are some answers to
some frequenly asked questions as it relates to
your communities:
Does the statewide masking requirement
outlined in Executive Order 138 require
masking in outdoor amenities and
common areas?
No, the Order does not impose any outdoor
masking obligations, other than when waiting
for public transportation. It does contain an
obligation to mask while “entering” indoor areas.
Given that there is some vagueness as to when a
person begins the process of “entering”, there is
room for dispute about whether a person should
be masked within close proximity to doors.
Does the statewide masking requirement
outlined in Executive Order 138 require
masking in indoor amenities and
common areas?
The practical answer and likely intent of the
Order is yes. Certainly, many of the landlord’s
customers will have this expectation and many
media discussions of the Order are conveying this
requirement. However, a more technical analysis
of the requirement is far less cut and dry. The
precise language of the order dealing with the
definition of covered indoor space states:
For the purpose of this Executive Order, Public
Indoor Space means any enclosed indoor area
that is publicly privately owned, managed,
or operated to which individuals have access
by right or by invitation, express or implied,
and(emphasis added) that is accessible to the
public, serves as a place of employment, or is an
entity providing services.
A community’s common areas and amenities are
not open and accessible to the public (at least
presuming they are behind a locked common
door). Rather, they are open and accessible
only to residents. Nor are the common areas
and amenities places of employment or places
providing a service. As such, they do not fit
the recited definition of Public Indoor Space.
However, unless one is in the position that of
having to argue this distinction after the fact
because of a claimed violation, one can see
the impracticability of having this technical and
nuanced debate with customers.
6 | TRENDS AUGUST 2020 www.aamdhq.org