risk management · greystar real estate partners llc . mary pacini, cpm chancellor properties, inc....

Facilitator Guide

Risk Management

August 2016

© 2016 National Apartment Association

LIMITS OF LIABILITY AND DISCLAIMER OF WARRANTY © 2016 by the National Apartment Association, 4300 Wilson Boulevard Suite 400 Arlington, VA 22203. All rights reserved. The course materials or any part thereof may not be reproduced, stored in a retrieval system, or transmitted, in any form or by any means—graphic, electronic, or mechanical, including photocopying, recording, or otherwise, without the prior written permission of the National Apartment Association Education Institute (NAAEI). NAA retains copyright to the original materials and to any translation to other languages and any audio or video reproduction, or other electronic means, including reproductions authorized to accommodate individual requests based on religious or medical deferments from classroom participation. DISCLAIMERS Although NAAEI programs provide general information on apartment management practices, NAAEI does not guarantee the information offered in its programs is applicable in all jurisdictions or that programs contain a complete statement of all information essential to proper apartment management in a given area. NAAEI, therefore, encourages attendees to seek competent professional advice with respect to specific problems that may arise. NAAEI, their instructors, agents, and employees assume no responsibility or liability for the consequences of an attendee’s reliance on and application of program contents or materials in specific situations. Though some of the information used in scenarios and examples may resemble true circumstances, the details are fictitious. Any similarity to real properties is purely coincidental. Forms, documents, and other exhibits in the course books are samples only; NAAEI does not necessarily endorse their use. Because of varying state and local laws and company policies, competent advice should be sought in the use of any form, document, or exhibit. POLICY STATEMENT REGARDING THE USE OF RECORDING DEVICES, AUDIO VISUAL EQUIPMENT, AND OTHER MEANS OF REPRODUCTION OR RECORDING OF THE “CERTIFIED APARTMENT MANAGER” MATERIALS All program contents and materials are the property of the National Apartment Association Education Institute, which strictly prohibits reproduction of program contents or materials in any form without the prior written consent. Except as expressly authorized in writing in advance, no video or audio recording of NAAEI programs or photocopying of “Certified Apartment Manager” materials is permitted. Authorized recording of programs or duplication of materials may be done only by the instructor on site.


ACKNOWLEDGMENTS For over 40 years, the National Apartment Association and NAA Education Institute have offered the Certified Apartment Manager (CAM) credential to enhance the knowledge and skills of apartment management professionals. NAAEI recently rewrote the CAM program after conducting a job task analysis and validating the knowledge and skills required for community management competency. Alexandra Jackiw, CAPS, CPM, past NAA Chairman and past NAAEI President, served as the lead CAM subject matter expert. She also pilot tested CAM at the Triangle Apartment Association in Raleigh, NC and the Apartment Association of Greater Orlando. Alex worked tirelessly to take CAM to the next level. Of particular note is the case study she developed that is woven throughout the CAM program. The NAAEI Board of Directors and NAAEI staff recognize and thank Alex for the hundreds of volunteer hours she spent developing the 2016 edition of CAM.

Stephanie Puryear-Helling Maureen Lambe, CAE, NAAEI President NAAEI Executive Vice President

SUBJECT MATTER EXPERTS The NAA Education Institute wishes to thank the following apartment industry professionals for contributing their time and expertise to the rewrite of the Certified Apartment Manager course:

Lead Subject Matter Expert

Alexandra Jackiw, CAPS, CPM, NAAEI Faculty President of Milhaus Management, LLC

Facilitation Consultant Susan E. Weston, CAM, CAPS, NAAEI Faculty

The Susan Weston Company

Key Contributors

Clio Barker, CAPS, NALP Associated Management Mike Beirne The Kamson Corporation Greg Cerbana, CAPS Weidner Apartment Homes

Cindy Clare, CPM Kettler Management, Inc. Robin Flagler, CAPS Kettler Management, Inc. Tami Fossum, CAPS Blue Ridge Property Management


Rosemary Goss, Ph.D. Virginia Tech Kim Hurd, NALP, CAM, CAPS Milhause Management, LLC Tammy Longo, CAM Community Housing Partners Corporation Char McCurdy, ARM, CAPS Madera Residential Barbara O'Steen, Greystar Real Estate Partners Llc Mary Pacini, CPM Chancellor Properties, Inc. Debbie Phillips, Ph.D., CPM The Quadrillion Rhonda Puryear, CAM Management Services Corporation Stephanie Puryear-Helling, CAM, CAPS Greystar Terry Ragland, CAM, CAPS Blue Ridge Property Management

Jackie Ramstedt, CAM, CAPS Ramstedt Enterprises Inc Paul Rhodes, CAMT NAAEI Arianna Royster, Borger Management Vicki Sharp, NALP, CAPS, CDPM The Sharp Solution Susan Sherfield, CPM Mercy Housing Jodi Spurrell, CAPS Milstone Management Melissa White, NALP, Balfour Beatty Communities Scott Wilkerson Ginkgo Residential Joy Zalaznick, NALP Kettler Management, Inc.

Certified Apartment Manager (CAM) NAA Education Institute

4300 Wilson Blvd, Suite 400 Arlington, VA 22203

(703)-518-6141 [email protected]

www.naahq.org

mailto:[email protected]

© 2016 National Apartment Association ii

Certified Apartment ManagerSM Facilitator Guide Risk Management

Risk Management

Table of Contents

Introduction .................................................................................................................................................................................. 7

Welcome ................................................................................................................................................................................. 7

Materials ............................................................................................................................................................................. 7

Agenda ................................................................................................................................................................................ 8

A CAM’s Role ................................................................................................................................................................................ 9

Risk Management ........................................................................................................................................................... 9

Property Assets to Protect ............................................................................................................................................. 9

Risk Analysis Process ..................................................................................................................................................... 10

A CAM’s Role .................................................................................................................................................................. 10

Minimize Financial Risk ........................................................................................................................................................... 12

Minimize Financial Risk ................................................................................................................................................ 12

Types of Financial Risk .................................................................................................................................................. 12

Data Destruction Rules ................................................................................................................................................ 12

Minimize Financial Risk ................................................................................................................................................ 13

Minimize Risk to Physical Plant ............................................................................................................................................. 15

Risk to Physical Plant .................................................................................................................................................... 15

Minimize Risk to Residents .................................................................................................................................................... 16

Liability .............................................................................................................................................................................. 16

Renter’s Insurance ........................................................................................................................................................ 16

Habitability ...................................................................................................................................................................... 17

Types of Property Hazards .......................................................................................................................................... 18

Property Hazards........................................................................................................................................................... 19

© 2016 National Apartment Association iii


Crime Deterrence ......................................................................................................................................................... 22

Environmental Hazards ............................................................................................................................................... 27

Types of Environmental Hazards .............................................................................................................................. 28

Environmental Hazards ..................................................................................................................................................... 29

Asbestos .......................................................................................................................................................................... 31

Freon ................................................................................................................................................................................ 31

Lead .................................................................................................................................................................................. 32

Radon ............................................................................................................................................................................... 32

Carbon Monoxide (CO) ............................................................................................................................................... 32

Mold ................................................................................................................................................................................. 33

Meth Labs ....................................................................................................................................................................... 33

Resident Education ....................................................................................................................................................... 33

Minimize Risk to Employees .................................................................................................................................................. 37

A CAM’s Role .................................................................................................................................................................. 37

Areas of Focus for OSHA ............................................................................................................................................. 38

OSHA’s Areas of Focus ....................................................................................................................................................... 39

Hazard Communication Standard ............................................................................................................................. 41

Hazardous Chemical Labels ........................................................................................................................................ 41

Hazard Communication Standard Pictogram Quick Card ....................................................................................... 43

Hazard Communication Standard Sample Label ....................................................................................................... 44

Safety Data Sheet (SDS) ............................................................................................................................................... 45

Minimum SDS Requirements: ........................................................................................................................................ 46

Hazard Communication Safety Data Sheet (SDS) Quick Card ................................................................................. 47

Written Hazard Communication Plan ....................................................................................................................... 48

Lockout/........................................................................................................................................................................... 49

Tagout Standard ............................................................................................................................................................ 49

Bloodborne Pathogens Standard ............................................................................................................................. 50

Bloodborne Pathogens Exposure Control Plan .......................................................................................................... 52

Personal Protective Equipment (PPE) ...................................................................................................................... 53

Electrical Safety-Related Program ............................................................................................................................. 54

Keeping Records ............................................................................................................................................................ 55

© 2016 National Apartment Association iv


OSHA Safe Working Conditions Training ................................................................................................................ 55

Safe Working Conditions Training .................................................................................................................................. 56

OSHA Inspections .......................................................................................................................................................... 58

Emergency Plans ...................................................................................................................................................................... 59

Anticipate and Plan ....................................................................................................................................................... 59

Emergency Plans ........................................................................................................................................................... 59

Impacted Entities........................................................................................................................................................... 60

What to Include ............................................................................................................................................................. 63

Implementing Emergency Plans ............................................................................................................................... 63

Common Emergencies................................................................................................................................................ 65

Prevent and Control Loss ........................................................................................................................................................ 68

Liability .............................................................................................................................................................................. 68

Loss Prevention and Control ..................................................................................................................................... 70

Types of Insurance ........................................................................................................................................................ 71

Insurance Types................................................................................................................................................................... 73

Workers’ Compensation Insurance ......................................................................................................................... 76

Incident Report .............................................................................................................................................................. 77

Claims ............................................................................................................................................................................... 78

Wrap Up ..................................................................................................................................................................................... 79

Key Points ........................................................................................................................................................................ 79

Knowledge Check Answers ................................................................................................................................................... 80

© 2016 National Apartment Association v


Notes to Facilitator This guide is designed to help you manage the information for this module and to help increase consistency at all training locations nationwide. Duration This is a 5 hour module (excluding breaks and lunch) Materials Needed

• PowerPoint slides • Risk Management Participant Workbook (PWB) • Risk Management Reference Guide

Equipment Needed

• Flipchart or whiteboard with stand and markers • Computer with connection to project PowerPoint slides • Microphone if necessary – dependent on room size and setup • Sound system to play videos if necessary

Using Slides You will notice that some of the slides build, and when that happens, it can be difficult for the Facilitator to know when the slide is at its end. To help with that, there is a red period that indicates the last build. On any slide where you don’t see a red period, that means that there is more, and to click again. Knowledge Checks There are Knowledge Checks at the end of the PWB. They are used by participants as a self-study after class and are not to be reviewed in class. A copy of the Knowledge Checks with answers are at the end of this Facilitator Guide. Participant Workbook Participant Workbook pages are noted throughout the facilitator guide. Use them to direct participants to summaries of classroom content. When providing page numbers, explain to participants they can follow along with classroom content, take notes, and/or use the content as a study aid after class. In some cases additional details are listed in the Participant Workbook; this is supplemental “nice-to-know” information. Remind participants that the space provided in the workbook should be used for notes. Tested concepts and explanations will include the case study, the slides, the reference material and the facilitator’s oral explanations. At the end of each Participant Workbook, you will see Knowledge Checks pertaining to that section. Explain to participants that they can use these for self-study after class. Answer are provided following the questions.

© 2016 National Apartment Association vi


Module “At-A-Glance” The timing in this guide is provided as a guideline and is estimated for an average class size of 25; modify or alter as needed.

Introduction and A CAM’s Role and Responsibilities

• Participants will identify the basic components of risk management and discuss what action can be taken to protect the asset from the identified risk.

30 mins

Minimize Financial Risk • Participants will analyze risk to income, property and records. 20 mins

Minimize Risk to Physical Plant

• Participants will identify risks to the building and exteriors . 20 mins

Minimize Risk to Residents • Participants will explore renters insurance and habitability. Money damage injuries and sample conditions will be assessed.

• Participants will identify environmental hazards to residents and draft a resident letter regarding an environmental problem onsite.

75 mins

Minimize Risk to Staff • A full review of OSHA impact on the work site is completed, including the 6 areas of impact

•

45 min

Emergency Plans • Emergency plan components are addressed • Participants will review the steps necessary to create an

emergency plan • Using fire as an example the facilitator will demonstrate how to

build an emergency plan. •

45 mins

Prevent and Control Loss • Participants will review how to prevent AND control loss • A discussion of liability and negligence will be held • Participants will learn the types of insurance necessary to

prevent financial risk from a loss

60 mins

Wrap Up • n/a 5

300 mins

© 2016 National Apartment Association 7


Introduction Welcome Slide 1

Welcome participants.

Materials Slide 2 Provide the following materials and explain their purposes. Click and Explain the Participant Workbook:

• Used in class to follow along with information, take notes, and complete activities

• Used as a study aid for the exam • Contains high-level information covered in

class, worksheets, activity information, etc. Click and Explain the Reference Guide:

• Used after class as an on-the-job reference • Contains detailed information about

topics covered in class



Agenda Slide 3 Display slide. Review the Agenda.

Slide 4 Display slide. Introduce video, “Let’s watch a video to see what our industry experts say about risk management.” Play video. When the video is finished, Solicit responses from participants and ask for their reactions and opinions.



A CAM’s Role

Slide 5 Transition “Risk management is an ever-changing process that is not easily defined.” Display the section title slide and Introduce the topic.

Risk Management

Slide 6 Display Risk Management slide. Define Risk Management:

• A process that involves recognizing, confronting, and preparing for any potential threat to your property, residents, contractors, visitors, and employees

Property Assets to Protect

Slide 7 Display Assets to Protect slide. Explain that CAMs must face the uncertainty that future events may occur that could threaten property assets. Click to Show each asset a CAM must protect through managing risk and List what is included.



Risk Analysis Process

Slide 8 Display and Review Risk Analysis Process slide. Explain the best safeguard is the analysis process. Click to Show each stage of the Risk Analysis process and Describe each using slide content. Click and Read key point on slide. Note that every risk management process should address these areas.

A CAM’s Role Slide 9 Display Risk Management: A CAM’s Role slide. Click to Show each point and Review how a CAM can minimize risk:

• Conduct& document periodic inspections • Involve everyone in risk management –

owners, onsite staff, contractors, residents • Stay current with changes in health and

safety laws, local ordinances and regulations

• Document and update safety records • Monitor preventive maintenance • Post and communicate safety procedures • Establish safety programs • Educate site staff and residents on their

responsibilities regarding their own safety • Understand how insurance transfers risk



Slide 10 Display A CAM’s Role slide Click to Show each point and Review how a CAM can minimize risk:

• Adopt, implement, and monitor practices to reduce potential risks.

• Limit liability by adopting effective risk management practices.

• Incorporate effective risk management practices in every aspect of management to eliminate or control risk that could threaten property value.



Minimize Financial Risk Minimize Financial Risk

Slide 11 Display the section title slide and Introduce the topic.

Types of Financial Risk

Slide 12 Display Types of Financial Risk slide. Click to Show each type of financial risk and Describe what is included.

Data Destruction Rules

Slide 13 Display Data Destruction Rules slide. Click to Show each point and Review data destruction rules. Explain that FACTA is the federal law that describes in detail the necessary precautions we must take with data we hold.



Minimize Financial Risk

Slide 144 Display Minimize Financial Risk: Income Fees and Cash slide. Explain that A CAM must be vigilant about protecting the property’s assets. List the categories in which a CAM must be vigilant. Click to Show and Explain each bullet:

• Independently verify all income that is posted – whether electronically or manually.

• Ensure fees (i.e. pet fees, late fees, NSF fees) are not waived without proper approval.

• Verify resident referral fees before payments are made.

• Verify any concessions that are posted to resident accounts.

• Do not keep cash in the office. o Ensure payments are processed

and/or deposited dailyConsider using check scanners and encourage resident ACH payments.

Slide 15 Display Minimize Financial Risk: Property Click to Show and Explain each bullet:

• Verify vacant apartments are in fact vacant.

• Make sure any rent drop boxes are secure and cannot be breached.

• Make sure alarm systems are operational and used consistently.

• Ensure that key-making equipment and key blanks are secure.

• Keep maintenance shop locked at all times.



Slide 16 Display Minimize Financial Risk: Records and Screening slide. Click to Show and Explain each bullet:

• Manage passwords for all software applications and ensure that staff does not share passwords.

• Verify all move-ins to ensure that no one has been allowed to live in an apartment without going through proper screening and paying all deposits, fees and rent amounts; do not allow staff to override applicant screening criteria.

• Review resident files to ensure that resident information on the lease and any addendum is consistent with the rent roll.

• Ensure that any vendor rebates and discounts are properly documented.

• Control how new vendors are approved.



Minimize Risk to Physical Plant Slide 17

Display the section title slide and Introduce the topic.

Risk to Physical Plant

Slide 18 Display Minimizing Risk to the Physical Plant slide. Explain that a preventative maintenance schedule and regular safety inspections help identify potential areas of liability, damage, and injury. Explain that a CAM should look for potential risks, injury, liabilities, and code violations during inspections.

Slide 19 Display Identifying Risk to the Physical Plant slide. Click to Show each point and Review items that will help a CAM identify potential risk to the physical plant.



Minimize Risk to Residents Slide 20


Liability Slide 21 Display Reducing Your Liability to Residents slide. Emphasize that owners and managers are exposed to risks and can be held liable for personal injury and property damage suffered by residents and their guests. Click to Show each point and Review how a CAM can reduce resident safety risks.

Renter’s Insurance

Slide 22 Display Renter’s Insurance slide. Review the benefits of requiring residents to carry renter’s liability insurance. Explain that many companies now require liability insurance as a regular practice. Note: Personal property coverage may not be required by the property.



Slide 23 Display Resident Risks slide. Transition “Historically these areas of risk have a large number of resident liability claims.” Use this slide to set the stage for the next three topics.

Habitability Slide 24 Display Property Hazards/Habitability slide. Define Habitability:

• Suitable maintenance of housing properties

Click to Show each point and Explain CAM responsibilities.

Slide 25 Display Habitability Includes slide. Click to Show each point and Read required housing provisions inclusions.



Slide 26 Display Ensuring Habitability slide. Click to Show each point and Review specific steps to achieve habitable conditions:

• Conduct, document and maintain periodic inspections.

• Keep current and comply with building, housing, health, and safety codes.

• Follow a preventive maintenance program.

• Keep records of all requested and completed repairs, inspections, and preventive maintenance.

• Encourage residents to notify management of needed repairs and make repairs quickly.

• Inspect repairs upon completion. • Follow up with residents to ensure the

repair work was satisfactorily completed.

Types of Property Hazards

Slide 27 Display Types of Property Hazards slide. Click to Show each and List types of property hazards.



Slide 28 Display Potential Money Damage Injuries slide. Explain that if property hazards are not addressed injury can occur. Click and List examples of injury for which residents have recovered money damages due to lack of adequate repair and maintenance of the property premises. Ask the participants for their experiences with hazards and injuries

Property Hazards

Slide 29 Display Federal Pool Safety Requirements slide. Explain that pools and spas MUST use anti-entrapment devices. Note that before legislation was passed, over 250 children 5 and under drowned per year. Click to Show each point and Review each federal pool safety requirement.

Slide 300 Display Federal Pool Safety Requirements slide. Explain that pools with a single main drain, other than those with what is called an un-blockable drain (one that a human body cannot sufficiently block) must also be equipped with one or more anti-entrapment devices or systems. Click and List anti-entrapment devices and systems.



Slide 31 Display Property Hazards--Resident Responsibilities slide. Click to Show each bullet and List the residents’ responsibilities to prevent property hazards. Click and Explain that CAMs should communicate with residents about their responsibilities:

• During the lease signing meeting. • With notice letters when serious incidents

occur. • During resident meetings. • In the community newsletter.

Slide 32 Display Activity: Identify Property Hazards slide Objective: Create a list of ideas for preventing and solving property hazards. Duration: 5 minutes Instructions:

• Instruct participants to identify property hazards using images from Creekwood in presentation.

• Ask participants to explain how to prevent the hazard.

• Display slides 34 through 38.

Debrief (after displaying slides 34 through 38): • Reinforce the importance of preventing

property hazards. This includes property maintenance hazards and ways of reducing risk to residents.

Display



Slide 33 Display Property Hazard slide Ask participants to identify the hazard and how to prevent the hazard. Answers should include:

• The hose and sidewalk crack are tripping hazards

• Possible drainage issues • Standing water • Where are danger signs if power washing

the breezeway • Use of gasoline close to building


• Identify the dangers of exposed electrical or cable wires,

• Presence of erosion • Drainage issues


• Identify improper trash disposal • Lack of curb appeal




• Identify fence in disrepair, in danger of collapse or unauthorized entry

• Lack of curb appeal.


• Identify presence of erosion • Trip hazard • Sudden drop-off of sidewalk • Holes under sidewalk could be an entry

point for animals

Crime Deterrence

Slide 38 Display Survey Results: Crime Deterrence slide. Explain that this is the National Safety and Security Survey conducted by the National Multifamily Housing Council (NMHC); it covered over one million apartment units. Review the survey results. Discuss as a class the residents’ perception of security since this is so important Refer participants to the Participant Workbook for additional information on Crime Deterrence.



Slide 39 Display Crime Deterrence slide. Explain that residents are concerned about their personal safety and security. Click to Show each bullet and List things a CAM can do to discourage criminal activity and limit liability. Refer to Participant workbook for more information on Crime Deterrence.



Crime Deterrence

Concern Residents are concerned about their personal safety and security. Property Managers must take the appropriate steps to discourage criminal activity.

What to do to discourage crime

Here are some of the things you can do to discourage criminal activity and limit liability.

Stay informed of neighborhood crime If crime occurs on your property, a court may conclude that you should have foreseen and tried to prevent similar crimes. One of the best ways to keep informed is to have an incident reporting system in place. You may never hear about an incident on or near your property unless you have a systematic reporting procedure and encourage staff and residents to use it. You can also read local newspapers, check police reports and talk with other Property Managers in your area. Respond quickly to neighborhood crime Once you become aware of what is going on in your area, you can take steps to deter similar incidents. Most crime deterrence measures are cost effective and based on common sense. Criminal activity should be reported immediately to law enforcement and to management so potential problems can be addressed in a timely manner. Control building access and keys Resident safety can be increased by limiting access to the building and its grounds.

Key Code System Managers can limit access to the buildings by establishing and maintaining an effective key code system. Keep in mind that the key code list should be kept locked in a separate file and all keys should be kept locked in a cabinet or closet to limit access.

Residents Role Residents also need to be educated on their role in limiting access to the building. Strangers should never be permitted to gain access to the building.

Other Measures • Consider some of the following additional measures: • Install and maintain deadbolt locks, keyless deadbolts and door viewers. • Install and maintain metal bars on ground-level windows (subject to applicable codes.) • Use residences to lobby intercom services. • Install peepholes with a 180-degree view. • Host neighborhood watch programs.



Provide adequate lighting Adequate lighting is an extremely important safety feature. It can prevent safety hazards, such as trips and falls due to poor lighting in stairwells, and it is also a deterrent to criminal activity. Good lighting is especially important in enclosed spaces like lobbies, corridors, stairwells, and elevators, as well as exterior areas where people walk at night such as walkways and parking lots. All lighting fixtures should be: • functional, and • protected to discourage tampering

Exterior Lighting Adequate lighting for the exterior should include outdoor lights under the eaves of the roof. This is a good out-of-reach location, making it hard for vandals or criminals to break the bulbs. Yard lanterns and porch lights are also good examples of exterior lighting used in the multifamily housing industry.

Interior Lighting Interior lighting should be timed and spaced so that all areas are lit when needed. It is a good idea to have the lighting inside the apartment home timed so that lights are on even when residents are not at home. The best interior light to keep on at all times is the light inside the entrance at the front door. This light will deter criminals by putting them in the light and not the shadows.

Inspection/Adjustment Schedules Perform weekly scheduled inspections of light fixtures, timers, and photocells. Be sure to include a schedule for adjusting the timers when you go into daylight savings time. Complete Employee Background Checks To protect the community, managers must do complete background checks on all potential employees prior to offering a position. Screening should include searches of the national crime database, national sex offender registry, FBI Most Wanted listing, and the OFAC listing. Some companies may require on site contractors and vendors to screen their employees who work on the property or the management companies may do the screening themselves. Third party sources are available to provide such a service. It is necessary to clearly establish relevant screening criteria such as cries of property, sex, drugs, or violence. Front end costs to screen are minimal compared to the risk of financial liability, negative publicity, or the cost of defending a negligence lawsuit. The level of liability risk increases greatly if the service provider has access to a resident’s apartment.



Other Crime Deterrence Measures Consider some of the following additional measures:

General • Ensure that policies and procedures for dealing with safety problems are

implemented. However, always use legal advice before implementing. • Know and observe city and state laws that apply to types of locks required, security

systems, lighting requirements, landscape design, parking lot surveillance, etc. • Act quickly to address criminal activity (such as illegal drug use or selling, gambling,

gun use, gang activity, etc.). • Make regularly scheduled inspections to ensure there are no settings or

circumstances that might encourage or allow criminal activity. Be sure to document all inspections.

• Trim back shrubs and bushes so that they are level to the bottom of the window. • Cooperate with law enforcement officials and security personnel and encourage

residents to do the same. • Carefully qualify new residents through the application process that may include

background checks. • Once a significant deterrent device (video surveillance, security patrols, etc.) is

implemented, it is very difficult to reduce or eliminate it without creating a liability exposure.

Involving Residents • Provide the residents with safety tips. • Promote an anti-crime campaign so that residents can anonymously report

disturbances. Residents will feel less intimidated of retaliation. • Warn residents about dangerous situations that cannot be eliminated. This will let

the residents know that although you have taken every measure to secure their safety and that you cannot possibly secure all situations. This will alert the residents that they must take some responsibility of their own.

• Inform residents of current changes in local crime level and encouraging residents to report dangerous situations or practices on the property.

• Encourage community relations. The more residents know each other, the more they will be aware of disturbances and unusual incidents. Residents are more willing to report such occurrences if they are comfortable with their neighbors.

• Neighborhood watch programs are good examples of how properties are involving residents in making communities safer.



Environmental Hazards

Slide 40 Display Property Hazards--Environmental slide. Explain that environmental safety has become an increasingly important issue. Property owners are required to warn and/or remediate all environmental hazards on a property site. Click to Show each point and Review information about environmental hazards.

Slide 41 Display Environmental Governing Agencies slide. Describe The Environmental Protection Agency (EPA):

• An agency responsible for the establishment and enforcement of environmental protection standards

Click and Describe Occupational Safety and Health Administration (OSHA):

• A federal agency established by Congress to create and enforce standards and guidelines to improve on-the-job employee and contractor safety and health

Explain that OSHA regulations require employers to provide training to ensure that employees understand the possible hazards of their job and how to protect themselves and others. Employers are also required to provide employees with the proper safety equipment. Click and Explain there are many state, city, and/or county governments that have health departments and environmental agencies. Their programs, policies, and guidelines also affect apartment communities.



Types of Environmental Hazards

Slide 42 Display Types of Environmental Hazards slide. List types of environmental hazards. Explain that the following information is a high level overview and to refer to their Participant Workbook and Reference Guide for more information.

Slide 43 Display Reference: Environmental Hazards slide. Refer participants to the Participant Workbook for descriptions, health risks, and regulations for each Environmental Hazard. Review each hazard from Participant Workbook.



Environmental Hazards Hazard Description Health Risk Regulations

Asbestos A mineral that is supposed to be inextinguishable when set on fire that is found in older homes, pipe and furnace insulation, etc.

When inhaled, asbestos can cause the stiffening of lung tissue, which contributes to heart disease and lung cancer, mesothelioma, and asbestosis.

OSHA has detailed workplace regulations for testing, maintenance and disclosure of asbestos. Automatically covers buildings constructed prior to 1981 unless a licensed inspector rules out the presence of asbestos.

Freon A gas that is used in appliances and HVAC systems to provide cooling

When cooling lines leak, become damaged or connections become loose, freon can be illegally released into the atmosphere. Freon has been proven to deplete the ozone layer of the atmosphere, potentially leading to dangerous exposure to the sun.

By law, all persons dealing with freon must be licensed in the proper methods to work with freon in appliances and HVAC systems.

Lead A heavy metal found in paint, soils, lead pipes and lead-based solder used on copper pipes

Excessive amounts of lead can cause lead poisoning and serious disabilities, especially in children.

Legal requirements include: • Evaluation of lead

poisoning risk and action to reduce hazard

• Compliance with EPA lead safety regulations

• Use of a certified and trained renovator to perform any work

• Resident notification Radon A radioactive gas emanating

from uranium-rich soil or water. It can enter a house through the water supply, through building materials and through the soil upon which a dwelling is built.

In a residence that is very densely insulated and that lacks good ventilation, trapped radon can become a lethal health threat.

• Read and make available to residents the EPA’s booklet “Consumer’s Guide to Radon Reduction.”

• Have your premise tested for radon levels.



Hazard Description Health Risk Regulations Carbon Monoxide (CO)

A poisonous, colorless, and odorless gas that is produced when fuel burns incompletely.

Residential appliances such as stoves, fireplaces, kerosene space heaters, gas dryers, and hot water heaters may emit CO unless properly vented. If proper venting is blocked, the invisible gas can build up and cause headaches, dizziness, or nausea and even death.

While regulations vary state to state (and sometimes depending on the local building code), it is common to require carbon monoxide detectors in the vicinity of sleeping areas and anywhere there is an active source of carbon monoxide, such as a fuel-burning furnace or an attached garage. Some states require hard-wiring; others allow for battery-powered models.

Mold Excessive moisture causes mold growth, particularly if the moisture problem is unaddressed. Molds, also referred to as mildew and fungi, are found almost anywhere. They can grow on virtually any organic substance, as long as moisture and oxygen are present. They can be distributed through buildings by central air systems.

The extent and severity of health problems due to any specific mold situation is unpredictable. Common health concerns include exacerbation of existing allergies, and increased symptoms for existing asthma.

Many lenders require that a property have a Moisture Management Plan in place.

Meth Labs Apartments that have been used for methamphetamine production

Exposure to meth residues may cause symptoms similar to those experienced by meth users. Exposure to volatile organic chemicals (VOCs) may cause symptoms such as nose and throat irritation, headaches, dizziness, nausea, vomiting, confusion and breathing difficulties. Some VOCs may cause cancer.

Each state has its own regulations and requirements for meth lab remediation that must be followed.



Asbestos Slide 44 Display Environmental Hazard: Asbestos slide. Define Asbestos:

• A mineral that is supposed to be inextinguishable when set on fire

Click to Show each point on the slide to Explain:

• Where the hazard is found. • Health risks. • Resolution information.

Freon Slide 45 Display Environmental Hazard: Freon slide. Define Freon:

• A gas used to provide cooling in appliances and HVAC systems



Note that newly formulated freons, which are ozone-safe and chlorine-free, are now being used in new products. Appliances and systems that use the old refrigerant will need retrofitting or replacement. R-22, a dangerous Freon, has been banned from production since 2010.



Lead Slide 46 Display Environmental Hazard: Lead slide. Define Lead:

• A heavy metal found in paint, soils, lead pipes and lead-based solder used on copper pipes


• Health risks. • Resolution information. • If in large areas, must be remediated by a

licensed professional

Radon Slide 47 Display Environmental Hazard: Radon slide. Define Radon:

• A radioactive gas emanating from uranium-rich soil or water



Carbon Monoxide (CO)

Slide 48 Display Environmental Hazard: Carbon Monoxide (CO)slide. Define Carbon Monoxide (CO):

• A colorless and odorless poisonous gas Click to Show each point on the slide to Explain:




Mold Slide 49 Display Environmental Hazard: Mold slide. Define Mold:

• Also known as mildew and fungi Click to Show each point on the slide to Explain:

• Where the hazard is found. • Health risks. • Resolution information. • Lenders may require a Moisture Management

Plan.

Meth Labs Slide 50 Display Environmental Hazard: Meth Labs slide. Click to Show each point and Review information on the slide Explain that apartments that have been used for methamphetamine production can require several months to successfully remediate and the remediation can cost as much as $20,000 to $30,000.

Resident Education

Slide 51 Display Resident Education slide. Click to Show and Review each point on the slide:

• Ensure residents know they are responsible for their personal safety.

• Clearly communicate that management cannot guarantee resident safety.

• Tell residents that management is not liable for resident property.

• Provide safety information and emergency numbers in the resident handbook.

• Periodically update safety information. • Never guarantee security or safety when

talking with prospects or residents.



Slide 52 Display Resident Personal Safety Measures slide. Stress the importance of adopting personal safety measures. Click to Show and Review each precaution residents should take:

• Keep all windows and doors locked. • Never provide a relative, neighbor or friend

with a key. • Get to know the neighbors and watch out for

one another. • Report all crime to police authorities. • Submit an incident report for management.



Slide 53 Display Resident Education and Involvement slide. Explain that resident involvement increases safety by managing risks through education:

• Educate residents about potential problems with safety and emergencies.

• Education allows residents to assume responsibility for their safety and help to make the community safer.

Click and Explain that resident education begins at the lease signing meeting and continues as long as a resident lives in the community. Click and Explain that CAMs should hold programs about safety. They should invite experts to speak about a topic and encourage residents to practice good safety habits. Click and Explain that CAMs must continuously promote safety within the community. Emphasize that keeping everyone informed of safety policies and procedures and promoting effective communication among management, staff, and residents is critical to enhancing safety. Click and Explain that newsletters and flyers are an excellent way to keep everyone current with safety information. Note that residents and employees can work together to develop a community newsletter. Click and Explain that strong community relations can enhance community safety. Suggest inviting local police officers to meet with residents; this helps generate new ideas about promoting safety.



Slide 54 Display Resident Education Message slide Objective: Create a message to communicate to residents that they can use on the job. Duration: 15minutes Tell class that while renovating the playground at Creekwood, an underground tank was discovered that needs to be removed. During the removal the playground will be closed for three weeks. Instructions:

• Divide class into small groups. • Instruct groups to create a resident notice to

inform your residents. Be sure to include the tank (environmental hazard) and the closed playground (property hazard.)

Debrief: • Ask for a volunteer to read their letter. • Ask participants for additional comments.

Explain that the letter should include: • An acknowledgement that perhaps residents

have noticed the roped off playground • Excitement about the coming upgrade to the

equipment • Assurance of professional installation • Assurance that the contractor is submitting the

necessary permits • Discovery presence of abandoned

underground tank • Assurance that the soil is being tested by

environmental sciences (pass this liability to a third party)

• Assurance that it presents no danger to the soil or excavation

• Statement about proceeding with new playground

• Please see me (personal) if you have concerns or questions

• Be ready to provide environmental report copy



Minimize Risk to Employees Slide 55


A CAM’s Role Slide 56 Display Minimizing Risk to Employees--A CAM’s Role slide. Click to Show each point and Review how a CAM can get employees to think and act safely:

• Talk with all employees to make sure that they understand their responsibilities for safety.

• Have a detailed emergency plan in place. • Set a good example; demonstrate safe

work habits. • Make sure that all necessary Personal

Protective Equipment (PPE), first aid kits, eye wash stations and proper clothing are available and used on the work site.

• Listen when employees suggest safety improvements.

• Know current state, local, and OSHA requirements for safety in the workplace.

• Conduct regular safety inspections. • Continually train staff to prevent accidents

and document the training. • Develop an emergency vendor list.

Ask participants with which areas do they struggle the most. Discuss as a class.



Slide 57 Display Safe Working Conditions slide. Explain that being informed of OSHA regulations and performing regular inspection helps a CAM:

• Meet regulatory agency requirements during an OSHA review.

• Reduce/avoid possible claims from an injured employee.

Click to Show each point and Review how to ensure employees have safe working conditions. Explain that CAMs are responsible for providing a safe working environment for all staff. Emphasize that CAMs must perform regular inspections to verify that the property complies with the safety codes established by the state and local municipality.

Areas of Focus for OSHA

Slide 58 Display Areas of Focus for OSHA slide. List areas of focus for OSHA. Explain that the following information is a high level overview and to reference their Participant Workbook and/or Reference Guide for more information.

Slide 59 Display Reference: OSHA’s Areas of Focus slide. Refer participants to the Participant Workbook for a summary of OSHA’s Areas of Focus. Review content from Participant Workbook.



OSHA’s Areas of Focus You are responsible for providing a safe working environment for all of your employees. You must perform regular inspections to ensure your property complies with the safety codes established by your state. Attention to these areas is critical and compliance is mandatory.

Area of Focus Description Compliance

Hazard Communication Standard

Intended to educate employees about the hazardous chemicals they work with, how to use them properly and how to avoid potential accidents or injuries

• Hazardous Chemical Labeling • Safety Data Sheets (SDS) • Written Hazard Communication Plan • Employee training and retraining

• Hazardous Chemical Labels

Manufacturers and distributors are required to determine and label hazards associated with the products they produce, sell, or distribute with: • Identity of the material • Appropriate hazard warnings • First aid instructions • Their name and address

• Make SDS available to all employees who come into contact with the material

• Ensure hazard warning labels are not defaced or removed

• Labels on Non-Original Container required if: o A container will not be emptied by the

end of the work shift. o More than one person will use.

• Safety Data Sheet (SDS)

A document that describes the health and physical hazards associated with a particular chemical

• Must have SDS for each hazardous chemical • Must train employees on each SDS • Secure SDS for all liquids, solids and gases • SDS must be prepared & provided to all who

come into contact with the materials • Must be written in English • Readily accessible to staff

• Written Hazard Communication Plan

A document that describes how the company plans to ensure compliance and lists assigned duties

• Properly label hazardous materials • Maintain SDS forms • Provide workers with specific hazard

information training • Maintain a list of:

o hazardous materials for non-routine tasks o unlabeled bottles o possible hazards to contractors

Lockout/Tagout Standard

A standard that requires employees to turn off potentially dangerous energy sources during servicing and maintenance

• Written Lockout/Tagout program • Inventory of hazardous energy sources • Employee training and retraining



Area of Focus Description Compliance

Bloodborne Pathogens

A standard that outlines OSHA’s Exposure Control Program for the control of bloodborne pathogens in the workplace, including Hepatitis B Virus (HBV) and the Human Immunodeficiency Virus (HIV)

• Establish a written exposure control plan • Communicate bloodborne hazards to

employees • Train employees and document training • Investigate all exposure accidents • Get written opinions from caregivers who

evaluate employees who have been exposed • Offer employees the HBV vaccine

• Exposure Control Plan

Outlines the tasks and procedures to follow when occupational exposure to blood occurs without regard to personal protective clothing and equipment

Must be in writing and should include: • An exposure determination • Schedule & method of implementation • Post-exposure evaluation and follow-up • Interaction with health care professionals • Employee training and retraining

Personal Protective Equipment (PPE)

OSHA requires the use of Personal Protective Equipment (PPE) to reduce employees’ exposure to hazards in the workplace. The PPE Standard addresses: • Assessing and documenting hazards

in the workplace • Appropriate PPE selection • How to evaluate the program

• A written program not required • A written assessment and documentation of

exposures is required • Assessment and documentation of hazards in

the workplace that may require PPE • Employee training and retraining

Electrical Safety- Related Work- Practice

Phase Two of OSHA’s Lockout/Tagout Standard includes requirements for training employees who perform electrical service and maintenance. Includes qualified and unqualified employees who perform or assist with any electrical service and maintenance.

• Employee training and retraining

OSHA Record Keeping

Because OSHA inspections are performed without advanced warning, all of your records need to be kept up to date.

You must have: • Injury/illness records for past five years • All required written programs • OSHA Form 300A • OSHA poster • Documentation of all training

and written assessments • Medical and exposure records



Slide 60 Display OSHA Compliance--CAM Actions slide. Click to Show each point and Review what a CAM should do to maintain compliance with OSHA’s areas of focus.

Hazard Communication Standard

Slide 61 Display Hazard Communication Standard slide. Explain the intent of the HCS (Hazard Communication Standard) using the points on the slide. Click and List the areas employers must address to maintain HCS compliance.

Hazardous Chemical Labels

Slide 62 Display Hazardous Chemical Labels slide. Explain that manufacturers and distributors are required to comply with the Globally Harmonized System of the classification and Labelling of Chemicals (GHS) by determining the labeling hazards associated with the products they produce, sell, or distribute. Click and Review manufacturer and distributer compliance points on the slide.

Slide 63 Display Hazardous Chemical Pictograms slide. Explain that new pictograms were introduced in 2013 and are standard as of June 1, 2015. CAMs must ensure their staff knows the new pictograms.



Slide 64 Display Reference: Hazard Communication slide. Refer participants to the Participant Workbook for:

• Hazard Communication Standard Pictogram Quick Card (Source: OSHA)

• Hazard Communication Standard Sample Label (Source: OSHA)

Review content from Participant Workbook.



Hazard Communication Standard Pictogram Quick Card



Hazard Communication Standard Sample Label



Slide 65

Display Chemical Storage and Use slide. Click to Show and Review each point about chemical storage in original containers. List examples of non-original containers:

• Spray bottles • Pump sprayers • Mixing containers • Metal cans

Explain that if you transfer a chemical out of its original container, it is your responsibility to label the non-original container. Click to Show and Review each point about chemical storage in non-original containers.

Safety Data Sheet (SDS)

Slide 66 Display Safety Data Sheet (SDS) slide. Define Safety Data Sheet (SDS): A document that describes the health and physical hazards associated with a particular chemical. It is based on the hazard performance evaluation and is designed to supplement the product label. Click to Show each point and Review information about Safety Data Sheets.

Slide 67 Display SDS Employer Responsibilities slide. Click to Show each point and Review SDS employer responsibilities.



Slide 68 Display Reference: Minimum SDS Requirements slide. Refer participants to the Participant Workbook for:

• Minimum SDS Requirements • Hazard Communication Safety Data

Sheet (SDS) Quick Card. Review content from Participant Workbook.

Minimum SDS Requirements: • Identification • Hazard Identification • Composition/information on ingredients • First aid measures • Firefighting measures • Accidental release measures • Handling and storage • Exposure controls/personal protection • Physical and chemical properties • Stability and reactivity • Toxicological information • Ecological information • Disposal considerations • Transport information • Regulatory information • Other information



Hazard Communication Safety Data Sheet (SDS) Quick Card



Written Hazard Communication Plan

Slide 69 Display Written Hazard Communication Plan slide. Explain that all properties must have a written Hazard Communication Plan. In the plan, specific duties must be assigned to individuals. Click to Show each point and Review what to include in a written hazard communication plan.

Slide 70 Display Written Hazard Communication Plan slide. Click to Show each point and Review CAM’s responsibilities for the written hazard communication plan.



Lockout/ Tagout Standard

Slide 71 Display The Lockout/Tagout Standard slide. Define Lockout:

• Workers open the controls for an energy source, padlock the switch in the “off” position, and tag it with their name and the work they’re doing. Only the worker is to have the key.

Define Lockout/Tagout Standard: • A standard that requires employees to turn

off potentially dangerous energy sources such as water, gas, electricity during servicing and maintenance.

Explain that this standard was established to place equipment in a “zero energy” state so employees will be not harmed during the service process. Click and Explain that all employers are required to have a written lockout/tagout program on the property which must:

• Be a written procedure. • Be accessible to employees at all times. • Establish contractor responsibilities. • Establish annual auditing procedures. • Establish an inventory of hazardous energy

sources & procedures to de-energize them. • Provide for training and retraining.

Emphasize that CAMs must review the written procedure regularly to ensure compliance. Explain that there are two types of employees covered by the rules:

• Authorized – those who will actually be performing the service or maintenance and must have training to do so (i.e. maintenance technicians)

• Affected – those employees who are simply affected by the service or repair and need



much less training (i.e. office staff) procedure.

• Be accessible to employees at all times. • Establish contractor responsibilities.

Establish annual auditing procedure

Slide 72 Display Potential Hazardous Energy Sources slide. Explain that when establishing an audit of potential hazardous energy sources, a CAM should be aware that energy comes in many forms. List the broad categories to consider. Emphasize that a CAM’s plan should include all that apply to their community.

Bloodborne Pathogens Standard

Slide 73 Display Bloodborne Pathogens Standard slide. Define Bloodborne Pathogens Standard:

• A standard that outlines OSHA’s Exposure Control Program for the control of bloodborne pathogens in the workplace, including Hepatitis B Virus (HBV) and the Human Immunodeficiency Virus (HIV)

Explain that pathogens can be present in blood or other bodily fluids. Click to Show each point and Review what the Bloodborne Pathogens Standard addresses.



Slide 74 Display Bloodborne Pathogens Exposure slide. Explain that employers are required to survey exposures in the workplace. Click and List the most common activities that cause exposure. Click and Explain that employers are required to investigate exposure incidents. Define Exposure Incidents

• An occasion where an employee has blood or bodily fluids enter his or her body

Click and List the sample incidents of these occurrences.

Slide 75 Display Reference: Bloodborne Pathogens Exposure slide. Refer participants to the Participant Workbook for a summary of Bloodborne Pathogens Exposure Control Plan. Review content from Participant Workbook.



Bloodborne Pathogens Exposure Control Plan The Bloodborne Pathogens Exposure control plan outlines the tasks and procedures to follow when occupational exposure to blood occurs without regard to personal protective clothing and equipment.

Action Description An exposure determination CAMs must determine which employees may incur

occupational exposure A schedule and method of implementation

This includes compliance methods or universal precautions to prevent contact with blood or other infectious materials

Post-exposure evaluation and follow-up

Exposure incidents should be reported and the employee should be offered post-exposure evaluation and follow-up

Interaction with health care professionals

A written opinion must be obtained from the healthcare professional

Training All employees receive general information; anyone who can be exposed through job activities must receive formal training



Slide 76

Display Personal Protective Equipment slide. Explain that the use of Personal Protective Equipment (PPE) reduces employees’ exposure to hazards in the workplace. Click and List types of Personal Protective Equipment and Emphasize:

• Injuries to the head can cause loss of vision, hearing, taste, and smell.

• Eye injuries are one of the most common injuries in the property management field.

• Injuries via cuts, abrasions, and breaks are common; use of the proper gloves and shoes while exercising caution reduce this risk significantly.

Personal Protective Equipment (PPE)

Slide 77 Display OSHA’s PPE Standard slide. List what the Personal Protective Equipment (PPE) Standard should include. Click and Explain that a written program is not required but written assessment & documentation of exposures is.



Electrical Safety-Related Program

Slide 78 Display Electrical Safety-Related Training Program slide. Describe the program:

• Phase two of OSHA’s Lockout/Tagout Standard. It requires that employers have a written training program for those who perform or assist with electrical service and maintenance.

Explain that the standard applies even if employees perform only minor electrical repair and maintenance tasks, such as changing ballasts in overhead lights or replacing simple switches.

Click and Review inclusions.

Slide 79 Display Electrical Safety-Related Training Program slide. Describe Qualified Employees. Click and Describe Unqualified Employees. Note that the standard applies even if only minor electrical service and maintenance is performed.



Keeping Records

Slide 80 Display and Review Keeping Records slide. Click and List the records a CAM must be able to produce or have on display. Click and List the records a CAM must have on display. Explain that since they are the documents most frequently requested during an inspection, a CAM must ensure they are all easily accessible. Ease in producing them will make a positive initial impression on the inspector.

OSHA Safe Working Conditions Training

Slide 81 Display Safe Working Conditions Training slide. List the training standards and programs required by OSHA to maintain safe working conditions. Refer to Safe Working Conditions Training in Participant Workbook.

Slide 82 Display Reference: Safe Working Conditions Training slide. Refer participants to the Participant Workbook for additional details about Safe Working Conditions Training. Review content from Participant Workbook.



Safe Working Conditions Training Employers are required to provide training and information to employees to create a safe working environment. Employees must receive training in the following areas to comply with OSHA’s areas of focus.

Topic Types of Hazardous Materials

Information • Written Hazard Communication Plan o Availability and location of the plan

• A list of hazardous material in the workplace • The central location of all Safety Data Sheets (SDS) • An explanation of non-routine tasks • The relationship employers have to outside contractors

Training Requirements • Training schedule for staff and periodic training sessions about hazardous chemicals • Record employee attendance at training and re-training sessions

Training Content • Methods and observation techniques to detect the presence of hazardous materials in the workplace

• Potential health and physical hazards associated with chemicals used in the workplace • Measures necessary to protect workers from these hazards • Use of personal protective equipment (PPE) such as gloves, face shields, goggles,

respirators and protective clothing • Details about:

o The Hazard Communications Program o The warning labels o The SDS forms, and o How to obtain and use hazard information o Each hazardous chemical stored or used in the workplace

Topic Lockout/Tagout Standard

Training Requirements Employee training and retraining is critical. Each property must schedule and document training sessions for all employees. The following employees must be trained: • Authorized employees (those actually performing service and maintenance) • Affected employees (those who are affected by actions of authorized employees) • Other employees (office employees)

Training Content • The scope of the standard • Methods and procedures to de-energize equipment • Employee responsibilities • Auditing procedures • Hazardous energy inventory



Topic Bloodborne Pathogens

Training Requirements Each property must provide formal training for employees who engage in potential exposure activities as defined by the standard.

Training Content • Scope of the standard • Basic definitions of bloodborne pathogens • Exposure parameters • Methods of compliance • Inoculation/HBV • Decontamination and proper disposal • Reporting incidents and procedures to follow with a healthcare provider • Recordkeeping parameters and follow-up procedures

Topic Electrical Safety-Related Work-Practice

Training Requirements This is phase two of OSHA’s Lockout/Tagout Standard. Employers must have a written training program for qualified and unqualified employees who perform electrical service and maintenance, including those who perform electrical service and maintenance, or assist in the process on the property. Training must: • Be documented in writing • Be scheduled • Have periodic sessions • Have (training) plans reviewed for compliance • Be delivered to new employees in appropriate and timely manner This program can be a separate stand-alone program or part of a lockout/tagout program.

Training Content Qualified Employees Unqualified Employees Have training in avoiding electrical hazards working on or near exposed energized parts

Have little or no training and may assist in installation

Receive training on: • Basic electrical principles • Safety related work practice (proper

hand and power tool usage) • Emergency procedures and

response

Receive training on: • Basic electrical principles • Emergency procedures and

response

• Premises wiring repairs • Installation of electrical conductors and equipment within or on buildings or structures • Other premises such as yards and parking lots



OSHA Inspections

Slide 83 Display OSHA Inspections slide. Explain that federal compliance officers, contract employees, or state employees may conduct inspections. A CAM has the right to:

• Ask for the appropriate identification • Call to verify the identification of the

inspector Click to Show each point and Review information about OSHA inspections. Explain that the designated “Competent Person” at a property should be the only individual interacting with the inspector.

Slide 84 Display Criteria for Facility Selection slide. List criteria OSHA uses in selecting the facilities they inspect.

Slide 85 Display Contractors and Vendors slide. Review how a CAM should manage risk with contractors and vendors.



Emergency Plans Slide 86

Display the section title slide and Introduce the Emergency Plans topic. Refer participants to the online Reference Guide for additional information about Emergency Plans.

Anticipate and Plan

Slide 87 Display Anticipate and Plan for Emergencies slide. Click to Show each area to address when anticipating emergencies. Explain that CAM s must manage their responses. They should:

• Take a few minutes and gain composure. • Consider and act on the general

emergency plan that they’ve developed for the type of situation.

Emergency Plans

Slide 88 Display Emergency Plans slide. Ask participants how many have a written emergency plan in place. Click to Show and Review each point. Click and List available resources.



Slide 89 Display Emergency Plans slide. Explain that state and local building codes often require that managers of buildings of a certain size or usage prepare an emergency plan. Emphasize that during an emergency people do what they think is mostly likely to ensure their safety. If there is a plan in place, and staff implements the plan with confidence, people are less likely to panic.

Impacted Entities

Slide 901 Display Impacted Entities slide. List the impacted entities in an emergency. Explain that the goal should be to minimize impact on the residents, staff, and business operations.

Slide 91 Display Impacted Entities: People slide. List groups of people to consider during an emergency. Click and List what to consider regarding people during an emergency. Click and List prevention techniques.

Slide 92de Display Impacted Entities: Property slide. Explain that the property component includes elements of both the grounds and the buildings that may be involved in an emergency. Note that a current property inventory is a useful reference.



List how buildings can impact an emergency. Click and List how property grounds can aid or hinder during an emergency. Click and List prevention techniques.

Slide 93 Display Impacted Entities: Business slide. Define Components:

• Things necessary to conduct day-to-day operations

List components. Click and Review key points about Operational Continuity. Click and List prevention techniques

Slide 94 Display Developing Emergency Plans slide. Explain that there are basic elements to developing and implementing an emergency plan. Click to Show each bullet and List the guidelines.

Slide 95

Display Identify Areas of High Risk slide. Explain this is the first step in developing an emergency plan. Define High Risk:

• Areas with a probability of the highest frequency and greatest impact

Read key point on slide. Click to Show each point about emergency preparedness and Review the actions a CAM should take.



Slide 96 Display Evaluate and Prioritize Risks slide. Explain these are the second and third steps in developing an emergency plan. List factors to consider when determining the likelihood of various emergencies. Click to Show each item on the list and Present a question the CAM should ask : Proximity What is the distance to the nearest

airport, rail line, interstate highway, subway or industrial facility?

Adjacent properties

What are the activities on the property next to yours? What emergencies could that property experience that would affect you?

Weather and geography

Is the property in an area that is at risk for flooding, tornadoes, hurricanes, heavy snowstorms, or earthquakes?

Residents

Are your residents mostly elderly, families, or singles? How would they respond to an emergency? Are there language barriers to consider?

Property arrangement

How close are the buildings? Are the streets and building entrances easily accessible for larger emergency-response vehicles? Are buildings high-rises with elevators or single story?

Property infrastructure

What should you consider about the buildings’ emergency resistance or containment capabilities, emergency detection systems, security and locking systems, and lighting?



What to Include

Slide 97 Display What to Include slide. Explain this is the fourth step in developing an emergency plan. List what to include in an emergency plan.

Implementing Emergency Plans

Slide 98 Display Implementing Emergency Plans slide. Explain this covers the fifth, sixth and seventh steps in developing an emergency plan. Explain that a CAM must prepare the appropriate level of material based on each party’s role and how the emergency would impact them. Explain that the plan should be presented to everyone impacted by an actual emergency. Click and Explain that special training may be required for staff that will be required to perform special functions during an emergency. Ask “What kinds of training do you think would be helpful in preparing staff for emergencies?” Sample Answers:

• Operating alarm systems • Operating suppression equipment • Evacuation techniques • First aid and medical response • Shutting off gas • Directing rescue personnel • Contacting outside resources for

assistance Click and Explain that the drill should:

• Simulate an actual emergency as closely as possible



• Ensure all aspects of the evacuation can be fully executed

• There may be local or state regulations governing the type and frequency of drills to be conducted.

Note that residents should be directed to monitor local news broadcasts for possible evacuation instructions issued by the authorities. Click and Ask “What types of emergency equipment would you want available?” Sample Answers:

• Backup generator • Personal protective equipment (PPE) for

various situations such as fire or weather • Tent for temporary shelter, and • First aid equipment



Common Emergencies

Slide 99 Display Common Emergencies slide. List Common Emergencies.

Slide 100 Display Fire slide. List common causes of fire on a property.

Slide 101

Display Activity: Emergency Plan Demonstration Objective: Respond to an emergency Duration: 10 minutes Instructions: • Walk through building an emergency plan

using fire as an example. • Write answers on whiteboard or flipchart. • Sample Questions:

1. “How would a fire affect people?” o Sample Answers: Loss of home,

damage or loss of property, injury or death

2. “How would a fire affect property?” o Sample Answers: Damage to

property, some units may be uninhabitable

3. “How would a fire affect the business?” o Sample Answer: Records can be

destroyed 4. “What are some ways you can prevent a

fire?”



5. “How can you detect a fire as soon as possible?

o Sample Answer: Smoke detectors

6. “What type of communication should you have in place?”

o Sample Answers: Notify the proper authorities and anyone who might be impacted and maintain open lines of communication among all impacted parties during and after an emergency

o Alarms, building control panels, sirens, etc.

7. “What type of containment measures can be taken?”

o Sample Answers: Close doors to prevent the spread of fire, evacuation, etc.

8. “What types of things would you include in a recovery plan in case of fire?”

o Sample Answers: Who to contact and why, how to handle staff injuries, how to handle property damage, etc.

9. “How would you handle public relations?”

o Sample Answers: Respond quickly, efficiently, and compassionately , designate one spokesperson to answer all questions



Slide 102 Display Natural Disasters slide. Explain natural disasters are not preventable but a CAM can take measures to reduce damage and loss of life. List common types of natural disasters. Remind participants that a key component in natural disasters is the amount of advance notice you may get and the use of media advisories to warn residents.

Slide 103 Display Technology Emergencies slide. Explain that criminals view a power outage as an opportunity to prey on the community because law enforcement is generally occupied. List common types of technological emergencies.

Slide 104 Display Crime Emergencies slide. List common types of crime emergencies. Explain that a CAM must know which professionals to contact in the event of a crime emergency. This places the situation in the hands of trained professionals. Review the following key points:

• The police must be called for all criminal activity.

• Involve senior management in any decisions before sending out any notices to residents when a crime situation occurs.

• Any notices that are sent out should be reviewed by legal counsel and/or insurance providers.



Prevent and Control Loss Slide 105

Display the section title slide and Introduce the Prevent and Control Loss topic.

Liability Slide 106 Display Liability slide. Define Liability:

• Liability is predicated on negligence. The components are a duty owed, a breach of that duty, and resulting damages.

Explain that most owners and CAMs owe a duty of “ordinary care,” which is to warn of known hazards and correct them. Explain that liability risks arise when owners, managers, or employees act or fail to act, and as a result, cause harm to a third party. Example: A resident slips and falls on a dark stairwell and suffers a serious back injury. The resident (third party) charges that if measures had been taken by property management to ensure that the stairwell was properly lit, the injury would have never occurred. In this example, a property manager’s failure to provide adequate lighting in the stairwell resulted in an injury. Click and Explain that an increasing percentage of a community’s budget goes toward enforcing and documenting compliance. Fines for failure to be in compliance vary with the regulation.



Click and Explain that third party liability occurs when a third party suffers a loss as a result of property management responsibility. Lack of effective preventive maintenance causes an injury to a resident. Click and Explain that loss prevention and control, risk transfer, and renter’s insurance minimize risk. Click and Explain that a property’s loss history (claims experience) affects its insurance premiums.

Slide 107 Display Negligence slide. Define Negligence:

• An unreasonable response to a foreseeable risk.

Explain that the standard to which negligence is measured is: What a reasonable person would have done in a similar circumstance. Walk the participants through the three bullets that contribute to a decision of negligence Click to Show each and List examples of negligence. Consider the following examples:

• Lights out in a breezeway • Unit break-ins • Lead-based paint removal



Loss Prevention and Control

Slide 108 Display Loss Prevention and Control slide. Define Loss Prevention:

• Being proactive in preventing losses and in compliance with safety requirements

Provide an example: Sanding and salting an icy walk to prevent a slip and fall. Define Loss Control:

• Doing everything you can to mitigate or lessen the impact of the loss once it occurs

Provide an example: Securing the undamaged portion of a property from a fire loss to protect it from further loss. Click and Explain that one is proactive and the other is reactive.

Slide 109 Display Loss Prevention slide. Click to Show each and List proactive measures a CAM can take to prevent loss.

Slide 110 Display Loss Control slide. Click to Show each and List proactive measures a CAM can take to control loss.



Slide 111 Display Loss Control: Finance Risk slide. Explain that the most common risk management strategy is to finance the risk. Click to Show and List ways risk can be financed. Most often it is financed with insurance Slide 112 Display Loss Control: Insurance slide. Define Premiums:

• When the risk is transferred to an insurer, a premium is paid in return for a promise from the insurer that they will pay for any covered losses.

Click and Define Deductibles:

• Deductibles represent the amount a policyholder agrees to pay, per claim or per accident, toward the total amount of an insured loss.

Click and List ways a CAM can reduce insurance costs. Tell participants to relate this discussion back to their own personal auto and home insurance policies and costs.

Types of Insurance

Slide 113 Display Types of Insurance slide. Note that this is an Overview slide – details will follow in other slides

Refer to Insurance Types in Participant Guide. Define Property Insurance:

• Covers property loss and/or damage to buildings, their contents and external equipment



Click and Define Fidelity Insurance: • Covers losses from frauds and thefts by

employees and in some cases by third parties

• Also called Crime Insurance C lick and Define Third-Party Liability Insurance:

• Protects against liability, the risk that someone will make a claim against the property, owner or management company for personal injury or personal property damage

Explain that this type of insurance is called third-party liability insurance because three people are involved in the transaction; the policyholder, the insurance company and a third party to the insurance contract, the claimant against the policyholder. C lick and Define Worker’s Compensation:

• Provides employee medical and lost wage benefits in the event of a work-related injury or illness

Explain that benefits are paid to the employee regardless of liability and include:

• Medical treatment • Rehabilitation costs • Lost-wage replacement • Regular salary replacement

while unable to work

Slide 114 Display Reference: Insurance Types slide. Refer participants to the Participant Workbook for additional information about Insurance Types. Review content from Participant Workbook.



Insurance Types Property Managers must have basic knowledge of the types of first party property and liability insurance coverage needed in the multifamily housing industry, as well as knowing the responsibilities involved with meeting the terms of the insurance package.

Property Fidelity Third Party Liability Workers’ Compensation

Covers property loss and/or damage to buildings, their contents and external equipment Coverage types include: • Fire • Mechanical

Equipment • Burglary and Robbery • Rent Loss • Flood Loss

Covers losses from fraud and theft by employees and in some cases by third parties: • On the premises • In transit • Theft, mysterious

disappearances or damage

Protects against liability, the risk that someone will make a claim for injury or damage • General Liability

o Bodily injury o Property damage

• Personal injuries • Burglary or vandalism

Provides employee medical and lost wage benefits in the event of a work related injury or illness. Benefits are paid regardless of liability. • Medical treatment • Rehabilitation costs • Lost-wages • Regular salary

replacement



Slide 115 Display Types of Insurance: Property slide. Provide examples of situations covered:

• Fire • Mechanical Equipment • Burglary and Robbery • Rent Loss • Flood Loss • Business-interruption

Slide 119 Display Types of Insurance: Fidelity slide. Provide examples of situations covered:

• Loss from employee theft • Loss of property while on premises • Property loss due to theft, false pretenses,

misplacement, mysterious disappearances or damage

• Loss of property while in transit (messenger, guard, armored vehicle etc.)

• Thefts through computer systems, data processors and mortgage services



Slide 117 Display Types of Insurance: Third-Party slide. Provide examples of General Liability as needed:

• Bodily injury, e.g. o A ladder is left in the hallway and a

resident trips and breaks his arm. o A visitor is assaulted by an

employee. • Property damage, e.g.

o The sprinkler system in the hallway comes on suddenly, ruining a resident’s sofa on move-in day.

o A visitor’s bike is smashed by a company lawn mower.

• Personal injuries, e.g. o False arrest o Invasion of privacy



Workers’ Compensation Insurance

Slide 118 Display Workers’ Compensation Insurance slide. Define Workers’ Compensation Insurance:

• Coverage that provides employee medical and lost wage benefits in the event of a work-related injury or illness

Review the following key points: • Benefits paid to employee regardless of

blame for accident or injury – “no fault” system

• May be exceptions if an employee is hurt while under the influence of drugs or alcohol

• Usually administered by a state agency • Is company paid and is mandatory • Premiums determined by the state;

different pricing is not available • Is an employee benefit cost, not an

insurance cost Click and List what the coverage includes. Explain that it is tracked in the Operating Expense category for salaries and personnel rather than in the insurance category. Mention that each state mandates how much coverage employers must provide and what percentage of the employee’s salary is paid if an employee misses work due to a work-related injury. Not all states require all employees to be covered.



Incident Report Slide 119 Display Incident Report slide. Define Incident:

• All accidents, crimes, property losses and resident losses

Click to Show each bullet and List what to include in incident report. Emphasize that all incidents involving property damage or personal injury should be reported, no matter how minor they may appear.

Slide 120 Display Handling Claims slide. Click to Show each point and Review how a CAM should handle claims.



Claims Slide 121 Display Claims Management slide. Explain that when a person as the victim of criminal acts or injury, a CAM should offer sympathy, concern, and assistance. They should never comment on the cause of the situation. Click and Explain that a CAM should not make representations to residents or prospective residents about security. You cannot guarantee the safety and security of residents. Click and Explain that a CAM should refer residents to the local police department to report a crime or request information on area crime. Click and Explain that information regarding residents is to remain confidential. If one resident complains about another resident, do not reveal identity. Click and Explain that a CAM should always keep all resident files locked. Click and Explain that a CAM should document any resident or guest grievances along with the action(s) taken and any resident response to the situation. Note all interactions or non-responses.



Wrap Up Slide 122

Display the section title slide and transition into the wrap up.

Key Points Slide 123 Click to Show and Review Key Points.

Slide 124 Thank participants.



Knowledge Check Answers Slide 125

Slide 126



Slide 127

Slide 128

Slide 129



Slide 130

Slide 131



Slide 132

Slide 1333

Slide 134

National Apartment Association Education Institute 4300 Wilson Blvd, Suite 400

Arlington, VA 22203 703-518-6141 | www.naahq.org

risk management · greystar real estate partners llc . mary pacini, cpm chancellor properties, inc....

Documents