NEW ORLEANS – If there’s a location where disaster preparedness is always a pressing conversation, it’s New Orleans.
The indelible impact of Hurricane Katrina, which devastated the city over 20 years ago, is a reminder for all residents and professionals alike. Memories remain fresh: the heart-wrenching evacuations and the long, arduous return to normalcy.
The apartment sector has not forgotten either.
“We weren’t equipped at all,” remarked Tammy Esponge, executive director of the Apartment Association of Greater New Orleans, speaking at the National Apartment Association’s Apartmentalize on June 19. “We assumed we were prepared, but we clearly weren’t.”
Lessons learned from that cataclysmic event are crucial in shaping current strategies to withstand another catastrophe. Modern operators understand that they must establish clear communication with residents, diversify their supplier networks, and foster a community spirit within their teams to effectively navigate emergencies.
Importance of Communication
When Hurricane Katrina struck in 2005, apartment operators faced a daunting communication breakdown.
“We learned we couldn’t contact our residents when the storm hit,” Esponge recounted. “Our records were outdated, and many properties were severely damaged, with some even submerged.”
Today, operators have more tools at their disposal — social media and smartphones offer quicker ways to share vital information. Still, maintaining current contact data remains essential.
“Some management teams are now utilizing mass texting to communicate alerts and information to residents,” Esponge mentioned. “Preparing our staff is just as crucial as informing residents.”
Innovative methods like QR codes, resident portals, emergency hotlines, and apps provide additional avenues for timely updates.
“Residents will want to know the status of their community — things like whether they can return home or when power will be restored,” Esponge emphasized.
Diverse Supplier Relations
Following a disaster, it’s essential for operators to reach out to suppliers located outside the affected regions.
“When disasters strike, the local experts you depend on will also face those same challenges,” stated Bert Wray, senior director of strategic development at Chadwell Supply. “Those who usually resolve issues for your residents might be dealing with their own difficulties.”
Operators need backup plans that extend beyond their immediate vicinity.
“It's vital to have connections well beyond the disaster zone,” Wray contended. “If trouble arises, help may come from far away.”
Large organizations are often better positioned to mobilize external resources, including management and maintenance teams. However, competition for skilled trades escalates after storms.
“Utilizing multiple electricians or service providers is a safeguard,” Wray advised. “You need to ensure scalability and redundancy in your supplier network.”
Support for Your Team
The effects of a disaster reach beyond residents to impact the personnel responsible for their well-being.
“People are under tremendous stress during these times,” noted Eddie LeBoeuf, regional maintenance supervisor at Domain Companies. “One immediate worry is getting to work.”
Reflecting on his previous experience at 1st Lake Properties, LeBoeuf recalled a policy that prioritized employee welfare: “They understood that after a storm, the focus should be on personal safety. There was no pressure to report back immediately.”
Such policies fostered an environment where workers could concentrate on their families and critical recovery tasks without added mental weights.
“Once the power is out, tackling other tasks like cleaning out fridges becomes a monumental task,” he said. “Offering appealing incentives, such as triple pay, can boost morale during these difficult times. Moreover, management stepping in to assist post-disaster can uplift the team spirit.”
“I saw owners personally making sandwiches and running deliveries, and that showed a strong commitment to support us,” LeBoeuf reflected. “They could have easily avoided all of this, but they chose to be there with us.”