As we look toward entering a new phase of management during the COVID-19 pandemic, we have continued to survey multifamily employees to see how they are feeling about the ever-evolving situation. Data from the Swift Bunny COVID-19 Employee Check-In Survey shows that employees' feeling of safety in carrying out their responsibilities tracks with the level of communication and leadership visibility they are experiencing. In other words, the more leaders communicate directly with their teams, the greater the employees' feeling of safety in completing their work. 

In speaking with leaders of 30 property management companies, there is a universal perception that it's time to take the foot off the gas pedal regarding company communication, now that we're through the initial tidal wave of change that arose due to the pandemic.  "We're turning into Zoombies!" commented one employee, which perfectly represents the fatigue many team members are feeling in regard to the volume of meetings we all seem to be having. However, while I may agree that the quantity of meetings may need to be toned down, the quality of communication is still critically important.

Polling conducted with hundreds of multifamily employees during webinars over the past few weeks shows a shift from general feelings of uncertainty to concerns about how their communities are addressing or planning to address re-opening. In addition, beginning on May 18th, the data from the Swift Bunny COVID-19 Employee Check-In Survey has shown the rating trending downward on the topic of, "I feel well-informed about updates to my company's response to COVID-19." While it's true that we have made it through the initial tidal wave of change, there are additional waves that create equal amounts of anxiety and fear. How to address social distancing within office spaces. Are masks required inside company facilities? How to manage and disinfect amenities and common areas. Have company opinions changed regarding certain roles continuing to work from home?  The employees' need to know and understand the plan has not changed. Leaders' focus on communication has, and not for the better.

"Normal" is a fluid concept for the foreseeable future. As a result, this is no time to cut back on clear and consistent direction from leadership. If you've been providing weekly updates and guidance through a conference call or town hall meeting, continue to do so. It doesn't have to be an hour. It may only be 10 or 15 minutes, and that's ok. Employees want to know the plan. Or even just an update that you're working on a plan - that works, too! Just keep talking. They are listening.