Be Smart ... Be Safe
By Sherre Helmer, CPM, CAPS, CAM, NALP
Unfortunately we are living in an increasingly violent world. Nearly 2 million American workers report having been victims of workplace violence each year. Last year this hit close to home for me. Three employees – a manager, an assistant manager and service manager – were shot at an apartment community located on the northeast side of Indianapolis. It is a nice neighborhood. I grew up just blocks from the property and had worked with and trained all three. The assistant manager did not survive.
Are you following these 10 smart practices?
1) Develop a relationship with local police. Attend meetings that are sponsored by your local police department to learn more about what you can do to reduce crime in your area. Some police departments offer regular round tables for apartment managers to share helpful information.
2) Place updated emergency numbers by the telephone or, better yet, consider adding the police number or 911 on speed dial. The management company of the apartment community where the shootings occurred installed an electronic alert button. By pressing the button just once, the police are automatically called.
3) Practice key control. Many management companies have elected to eliminate master keys due to potential liability. If you utilize a key box for apartment keys, ensure the box is behind a locked door and the key codes are located in a separate location. One manager shared with me that she titled the key code log "Insurance Information" to further protect the codes.
4) Ask for valid government-issued photo identification prior to going on a tour with prospects. Post a sign confirming your policy. Any one taking a potential resident on tour should verify the photo looks like the prospect. Then place the actual ID in a secure location where all staff members can locate it if necessary.
5) Trust your instincts. If you feel uncomfortable with a prospect, take precautions. If there is another co-worker in the office, explain that they are in training and will be going along to observe you. Never get into a car with a prospect. If you are working alone, contact a service team member using a pre-determined code such as, "The lock to apartment number 101 B has been sticking. Can you meet me there to assist in opening so I can give a prospect a tour?" Follow your company policies and discuss as a team to develop standards that work for your community.
6) Post written selection criteria. Discourage criminals from applying by advising applicants of your thorough screening practices. Criminals are like water. They seek the path of least resistance. Encourage the applicant to complete the application in the rental office because you know who is completing the application.
7) Provide maintenance team members with uniforms and company-issued photo ID. A uniformed employee gives the resident peace of mind knowing that they are an employee of the apartment community. A uniform shirt and company-issued photo ID should be required particularly when "on call" after normal business hours.
8) Require maintenance team members to hang a tag on the door of the apartment stating "Maintenance Working Inside." This practice eliminates a resident being startled when they arrive home with the service team member inside while completing a service request.
9) Follow the Two Feet-Six Feet Rule. Crime is less likely to happen if criminals feel they will be observed. Keep shrubs trimmed. Shrubs should not be higher than two feet to eliminate someone being able to hide behind. Prune tree branches that hang below six feet to increase visibility.
10) Conduct regular inspections. Lighting inspections should be conducted weekly at night. Keep a log of the inspection and replace light bulbs the next day. A lighting log becomes your documentation should a criminal act occur.
I urge you to evaluate your community. Don’t wait until something happens. Are you doing everything you can to protect your residents, your team and yourself?
About the author:
Sherre Helmer, CPM, CAPS, CAM, NALP is a Seminar Speaker for our Education Conference & Trade Show. Come hear her speak on "Communicating with Impact" on Friday, Oct. 18, from 8:30-9:30 a.m.
Sherre is a professional trainer who started her own training and consulting company, "Dynamic Training for Results." Her seminars and workshops are filled with real-life experiences, based on the knowledge obtained throughout her career as an on-site Community Manager, Regional Property Manager in multiple states, Vice President of a real estate company and Director of Training for several large property management companies.
Sherre is a CPM, CAPS, CAM, NALP, AIT instructor and has served as an Instructor at Ball State University in the Residential Property Management program. She holds her Real Estate Broker’s license in Indiana and Illinois. She was Lead Subject Matter Expert for the most recent NALP revision. The Indiana Apartment Association awarded Sherre the prestigious Joe Rhodes memorial award which is a lifetime achievement award given to the individual who has provided outstanding contributions to the apartment industry as well as exemplifying professionalism in the field of multifamily management.