A recent webinar about NSW strata crisis management was aimed at educating strata managers and lot owners on disaster preparedness. Below we’ve highlighted the key areas for focus provided by the session presenters – Leanne Habib from Premium Strata and Shady Eskander, former Chair of Opal Towers.
Video: NSW: When Disaster Strikes! Navigate Strata Emergencies with Confidence
Successful Strata Crisis Management
Living in an owner-occupied building comes with a sense of community, but also shared responsibility. When disaster strikes, a well-prepared strata committee and informed residents can make all the difference in successful strata crisis management.
Communication is the Key to Effective Strata Crisis Management
Effective communication is the cornerstone of managing any emergency. During a crisis, residents are naturally anxious and need clear, timely information. The committee should communicate the nature of the emergency, any impact on residents (evacuation orders, limitations on building access), and the actions being taken to address the situation.
Utilise multiple communication methods like email, phone calls, and website updates to ensure everyone receives the same message. Consider how to best support residents requiring additional assistance during emergencies – use SMS alerts or designate someone to assist in accessing information. As the situation evolves, provide regular updates with progress reports and address any new issues that arise.
Here’s how to foster open communication and collaboration:
- Regular Committee Meetings: Hold regular committee meetings to discuss preparedness plans, potential risks, and resident concerns.
- Resident Information Sessions: Organize information sessions to educate residents about disaster preparedness protocols and their role in emergency situations.
- Establish Communication Channels: Create a dedicated communication channel (website forum, social media group) for residents to ask questions, share information, and stay updated during emergencies.
- Designate one main communicator: Having one point of contact helps streamline information flow, prevents conflicting messages, and ensures residents receive official updates from a trusted source. This singular focus also allows the designated communicator to dedicate their time to gathering accurate information, crafting clear messages, and disseminating them through appropriate channels.
Knowing Your Roles and Responsibilities
A clear understanding of roles is crucial during an emergency. Strata managers and building managers play a vital role in managing communication, mitigating risks, and keeping the committee informed. Committee members have the responsibility to make informed decisions based on the information available.
If instructions are unclear, they should seek clarification while also taking reasonable actions to minimise risk. Residents, on the other hand, should follow instructions provided by the committee and building management, stay informed, and cooperate to ensure everyone’s safety.
Documentation and Record Keeping is Essential
In the midst of an emergency, record-keeping might not be the first thing on your mind. However, maintaining accurate records is crucial for future reference and potential litigation.
Document everything, including phone calls (record date, time, and the person spoken to), emails, reports from experts, and decisions made by the committee. This detailed record-keeping will be invaluable for insurance claims, warranty disputes, or any legal proceedings that may arise.
Real-Life Example: Learning from the Opal Tower Incident
The webinar featured insights from Shady Eskander, former Chair of the Opal Towers committee. He shared his experience managing the building’s major structural defect crisis, emphasising the importance of taking control. This involved directly approaching top decision-makers at the developer and builder companies to ensure a swift resolution.
Be Aware of the Communities Within Your Community
Effective communication during emergencies transcends language barriers. Ensure everyone feels informed. Here’s how to ensure everyone in your community receives information clearly:
- Utilise Multiple Languages: If your building has a diverse population, consider translating key messages into common languages.
- Simplify Language: Avoid technical jargon and complex sentence structures. Use clear, concise language that everyone can understand.
- Utilise Visuals: Include diagrams, photos, and infographics alongside text to enhance understanding.
- Offer Different Communication Formats: Provide information in various formats like written notices, verbal announcements, or video messages to cater to different learning styles and accessibility needs.
- Designate Cultural Liaisons: If possible, identify residents who can help translate information and answer questions for those who may not be comfortable with the primary language used.
By fostering open communication between the committee, building management, and residents, strata communities in NSW can be better prepared to manage emergencies.
Video presenter:
Leanne Habib Premium Strata E: info@premiumstrata.com.au P: 02 9281 6440
Shady Eskander Former Opal Towers Chairperson
Article author:
The Lookupstrata Team
This post appears in Strata News #704.
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