The world of multifamily property management is dynamic and demanding, requiring onsite teams to juggle many responsibilities. While delivering top-notch services to residents is a priority, it’s equally important to consider the well-being of the property management staff. Onsite teams often find themselves dealing with various challenges, one of which is managing the ever-increasing influx of packages due to the rise of e-commerce. In honor of World Mental Health Day, these are seven ways for community managers, property owners, and regional managers to support onsite team mental health in multifamily.
1. Training and Resources
Investing in training and resources is essential for onsite teams to feel confident and capable in their roles. Property managers should ensure that team members receive comprehensive training not only when they join but also ongoing training to stay updated on best practices and industry trends. Here’s how this can help reduce stress:
Confidence Boost:
When onsite teams are well-trained in their job duties, they feel more confident in handling various aspects of their job, from leasing and maintenance requests to resident interactions. This confidence can significantly reduce the stress associated with feeling ill-prepared.
Conflict Resolution:
Training in conflict resolution techniques equips onsite teams with the skills to manage difficult situations. This can be especially apparent with residents or among team members. Knowing how to handle conflicts effectively can prevent stress from escalating.
Smooth Operations:
Familiarity with property management software streamlines daily tasks, making them less daunting. Efficient software and automation implementation can minimize administrative burdens and reduce stress related to managing resident data, work orders, and leasing processes.
Management Support:
When property managers step in to assist residents in complex or escalated situations, it shows that the management team values and supports their onsite staff. This support can be a significant stress reducer as onsite teams know they have backup when needed.
2. Clear Communication
Effective communication is vital in reducing misunderstandings, addressing concerns promptly, and fostering a collaborative and supportive environment. Here’s how clear communication can alleviate stress:
Open Dialogue:
Encouraging open and honest discussions among onsite team members promotes a sense of transparency and trust. Knowing they can voice concerns or share ideas without fear of judgment can significantly reduce stress.
Conflict Prevention:
Clear communication channels can help prevent conflicts by allowing team members to address issues early on. Resolving issues before they escalate can save time and emotional energy.
Feedback Loop:
Providing a platform for feedback allows onsite teams to share their experiences and suggest improvements. When they see their feedback being acted upon, it can boost morale and reduce stress related to feeling unheard or undervalued.
3. Offsite package management: The Stress Reliever
As e-commerce continues to thrive, multifamily communities have been grappling with the nightmare of managing an ever-increasing number of resident package deliveries arriving onsite at the community. This surge in packages can quickly overwhelm onsite teams, causing stress and anxiety.
Reduced Workload and Clutter:
Onsite teams often face the challenge of managing a large volume of resident package deliveries, especially with the rise of e-commerce. Handling, sorting, and storing these packages onsite can quickly become overwhelming. Offsite package management takes this burden off the shoulders of onsite teams by relocating package storage to dedicated facilities away from the property. This eliminates the need for onsite storage rooms or lockers, leading to a clean and organized workspace. Reducing clutter and package-related tasks significantly reduces the workload of onsite team members, lowering stress levels.
Elimination of Lost or Damaged Packages Concerns:
Onsite teams are responsible for ensuring the safe storage and delivery of resident packages. This duty can be stressful, especially when packages are lost or damaged onsite. Offsite package management services assume this responsibility, ensuring the secure storage and delivery of residents’ packages. With packages stored offsite, onsite teams no longer need to worry about the potential liability for lost or damaged packages. This eliminates a significant source of stress and anxiety related to both package management and customer service.
Enhanced Time Management:
With offsite package management, onsite teams gain back valuable time that can be redirected toward their core responsibilities, such as providing excellent customer service, attending to maintenance requests, and ensuring the overall satisfaction of residents. This enhanced time management allows onsite team members to prioritize their tasks better, work more efficiently, and reduce the stress associated with juggling multiple responsibilities. They can focus on delivering exceptional service to residents without the constant interruptions and time-consuming tasks associated with package management.
4. Work-Life Balance
Maintaining a healthy work-life balance is essential for mental well-being. The demands of multifamily property management and customer service can be taxing, so promoting work-life balance is crucial:
Taking Breaks:
Encourage onsite teams to take regular breaks during their shifts. Short breaks can help recharge and reduce stress, especially during busy days.
Vacation Time:
Ensure team members use their vacation time to rest and recharge. Vacations provide a much-needed break from work-related stressors.
Disconnecting:
Encourage onsite teams to disconnect from work when they’re off-duty. Avoiding work-related emails or calls during personal time helps maintain boundaries and reduces stress.
Flexible Schedules:
Offering flexible schedules allows staff to better manage their work-life balance. This flexibility can be especially important for those with family responsibilities.
5. Recognize and Reward
Acknowledging and rewarding the hard work of onsite teams has a positive impact on morale and stress levels:
Appreciation:
Regularly recognizing and appreciating team members’ efforts, even through simple gestures like thank-you notes, can boost morale and reduce stress.
Motivation:
Incentive programs, rewards, and recognition ceremonies can motivate staff to perform at their best, reducing feelings of burnout and stress.
6. Stress-Reduction Initiatives
Implementing stress-reduction initiatives within the multifamily community shows that you care about the well-being of your onsite teams:
Stress-Relief Workshops:
Organizing workshops that teach stress-relief techniques. This may look like mindfulness, meditation, or yoga. By providing practical tools for managing stress effectively, your onsite team not only has bragging rights about working with the best management, but also are being set up for success in managing stressful situations that may arise while working at the community. This is especially important considering a major part of onsite teams’ jobs is customer service.
Work-Life Balance Programs:
Programs that help employees balance their personal and professional lives, such as wellness challenges or employee assistance programs, can be valuable in reducing stress. It is always a good idea to encourage onsite team members to prioritize their life outside of work as much as they prioritize their position in the community.
7. Outsourcing Non-Core Functions
Outsourcing non-core functions, such as package management, can significantly reduce stress for onsite teams.
Reduced Administrative Burden:
By outsourcing tasks like package management to third-party service providers like Fetch, onsite teams can focus on their primary roles and responsibilities, reducing administrative stress.
Time Management:
Offloading non-core functions allows onsite teams to manage their time more efficiently, which can reduce stress related to workload and time constraints.
These seven strategies work together to create a supportive and stress-reducing environment for multifamily teams at the onsite level. When combined, they contribute to a healthier, more motivated, and less stressed workforce, ultimately leading to improved resident satisfaction and operational efficiency.
Prioritizing your team’s mental health is crucial for both the well-being of staff and the success of the community. By implementing the seven strategies property owners and operators significantly reduce onsite team stress and create a more positive and efficient work environment. Property managers can support their onsite teams and ensure they thrive in their roles while providing exceptional service to residents. A happier and less stressed onsite team ultimately contributes to a more successful and harmonious multifamily community.
