The COVID-19 pandemic brought schools, commerce, commuting, travel, and more to a halt, and it changed A LOT of how we operate apartment communities - nearly overnight! And yet, while many things changed for most of the U.S., multifamily employees had the challenge of figuring out how to continue to provide service and support for residents who were now home 24/7 for months on end. In our Swift Bunny COVID-19 Employee Impact Study, we explored how multifamily employees were feeling and faring during so much change. Here are some of the highlights we found:

Employees feel well-informed

More than 85% of multifamily employees agree they feel well-informed, and nearly as many feel they are getting the information they need that is relevant to their jobs.  WARNING! Many executives, upon hearing this great feedback, shared they were considering pulling back on the volume and frequency of communication. The theme we heard from employees loud and clear was that they still need and want that level of communication. As different cities and states consider re-opening, re-closing, or limiting amenities, services, events, and more, there is still a lot of information to share. Keep talking! Employees are listening. 

Companies are taking care of their residents

Employees overwhelmingly agreed that they were confident in the support provided to residents. While there were - and are - logistical challenges, such as office closures and emergency work orders only, employees felt companies were providing information and creative options to keep residents comfortable in their homes. New challenges continue to be raised, however, such as a need for more dumpsters and more frequent garbage and recycling pick ups. With most residents home ALL THE TIME, there's a lot more cooking, shopping, and spring cleaning happening!

Logistics are an issue

While the majority of employees praised their companies for providing support and flexibility, there were still many points of pain that may continue to be an issue. For employees who are now working from home, there are still questions of access and equipment - in addition to safely having access to company servers, software, and systems, there's often the question of laptops and printers. Who has them, and how can I get one? There's also the ongoing supply chain question. Does each community have a steady and reliable source for PPE and sanitizing supplies? As retail, hospitality, daycare facilities, salons, and schools re-open, will there be Round 2 of supply shortages? And finally, there's transportation. Many employees who rely on public transportation are being faced with an impossible decision of taking a $30-$50 Uber ride home at night after work (due to reduced or lack of public transportation schedules) or even spending the night at the leasing office to save money. (And yes, this scenario came up multiple times). 

Personal support needed

When asked if employees were receiving the personal support needed, 25% gave a neutral or negative response. The most common theme that surfaced in the comments pointed out the challenge of balancing personal and professional responsibilities. As child care, dependent care, and senior care continue to be limited, employees are feeling stretched to their breaking point. Until economies are fully open across all sectors, employers will need to tackle this challenge head on and continue to be supportive and creative in searching for win-win scenarios. Which jobs actually need to take place between 8 a.m. and 5 p.m? Can schedules be staggered across an office or community and still be able to complete all of the tasks and provide all of the service needed? It's a jigsaw puzzle, but if you think about it, many of us have become master puzzle solvers at work and at play. 

Safety is a priority

Only 70% of respondents agreed they feel safe carrying out their work responsibilities. And while this survey concluded just a few weeks ago, since then, several states have seen an increase in cases. While the majority of companies participating expressed safety as a priority, many front line employees were quick to point out that their risk and potential exposure was a daily reality. Service requests - even emergencies - require entering another person's home. Going to the office - even if it's closed to the public - exposes co-workers to each other. This is a topic that can not be left ambiguous. Employees want specific requirements mandated, and they want to see requirements enforced consistently. (i.e. Wear the mask. Period.)

The journey continues

While many were hopeful that summer would bring some levels of relief regarding the pandemic, the reality is that we're not at the finish line. We may not even be over the first summit. But, better days are certainly ahead, and we'll continue to move toward them. In the meantime, continue the good work you are doing. 

• Keep your employees informed
• Support and communicate with your residents
• Address the ongoing logistics 
• Talk about the tug-of-war between personal and professional
• Maintain safety as the number one priority

We'll continue to ask employees how things are going, and we'll be sure to let you know our findings.