Condominiums are more than just buildings. They are communities built on trust, security, and stability.

Behind the scenes, a dedicated team of site staff, led by a licensed condominium manager, ensures that daily operations run smoothly, emergencies are prevented or managed effectively, and residents feel safe in their homes.

These professionals bear immense responsibility before, during, and after emergencies such as fires, floods, heating failures, extreme weather, workplace accidents, and security threats. They are the critical link between residents, emergency responders, insurance providers, engineers, consultants, and repair teams.

The pressure to coordinate immediate responses, manage service providers, and restore normalcy can overwhelm managers and staff.

The Emotional Impact of Emergencies on Residents and Staff

For residents, an emergency isn't only about physical damage; it can have lasting emotional consequences that affect the sense of safety and trust within a community.

A crisis can lead to:

1. Anxiety and fear about future emergencies.
2. Stress from displacement or property loss.
3. Frustration and distrust, especially if the emergency response is "perceived" as inadequate.

One of the most overlooked challenges is the breakdown of trust between residents and building staff.

Even when managers and security teams follow protocols, a lack of clear communication or perceived delays can create tension within a community.

If mental health considerations are not integrated into emergency planning and response, these emotional impacts can cascade throughout the building, leading to resident dissatisfaction, higher staff turnover, and long-term strain on the community.

Integrating Mental Health into Emergency Preparedness

Forward-thinking condominium corporations and innovative managers now recognize mental health as a key component of emergency preparedness.

By providing pre-planned guides and structured support to your Manager and site staff, Condominium Corporations can ensure physical safety and mental resilience during and after an emergency.

A one-time investment in a comprehensive Emergency Management Program can lay the foundation for effective pre-planning and response procedures, and staff and resident support systems.

Some managers are already leading the way in these initiatives.

Innovative Leadership in Action: A Case Study

Bonnie Kafi, a Regional Manager with ICC Property Management, oversees several high-rise buildings in the heart of downtown Toronto. She recently launched a building-wide Emergency Management Plan at one of her buildings to support the corporation, its residents and staff in emergency preparedness and response. Bonnie aimed to integrate mental health into planning real-time response efforts and community recovery.

Bonnie's initiative included:

1.  Response Guides for High-Risk Situations

Recognize that employee Health & Safety go beyond physical measures. Through Bonnie's leadership, the corporation developed written emergency procedures to support staff in high-stress situations. This guide helps to ensure consistent, informed decision-making in emergencies, reducing uncertainty and anxiety for staff.

2.  Mental Health First Aid in Emergency Response Plans

Security and concierge teams are often the first responders in an emergency. By incorporating Mental Health First Aid principles into response protocols, staff are better equipped to recognize trauma, identify distress signals in residents and colleagues, and respond with compassion.

3.  Crisis Communication Plans

Bonnie understands that transparent and empathetic communication during emergencies is critical.

To prevent misinformation and reduce panic, she implemented:

1. Pre-written crisis communication templates for emergency resident updates.
2. Standardized verbal announcements for emergency voice communication systems for eight potential emergencies.
3. Post-incident communications to ensure residents feel informed and supported.

This proactive approach builds trust between management and residents, reducing long-term tension and frustration in the aftermath of a crisis.

Post-Incident Mental Health Support for Staff

Enhancing the plan to address the well-being of managers, security personnel, and cleaning teams, ensures that they have access to:

1. OHSA: Staff know the Health & Safety, Workplace Violence and Harassment policies and procedures.
2. Written processes to outline debriefing sessions to process traumatic events.
3. Establish "check-in" points during emergencies to address staff's physical or mental health challenges.

By making these resources part of the building's emergency preparedness strategy, Bonnie has helped formalize a culture of care and resilience.

Community-Focused Resilience Building

Bonnie also recognized the need for resident engagement in emergency preparedness.

Alongside the building's emergency management plan for staff, Bonnie worked with industry experts to create a "resident-focused" version that includes:

1. Family emergency preparedness guides.
2. "Resident" emergency procedures.
3. Instructions on assembling emergency kits.
4. Resources for victim support services, community aid programs, and more.

The resident emergency preparedness guide is branded under the condominium corporation and distributed at the time of move-in, and again every 12 months.

By educating residents about their roles and responsibilities in emergencies, Bonnie empowered the community to take a proactive approach to safety.

Mental Health as a Business Continuity Strategy

By integrating mental health into emergency preparedness, condominium corporations can create stronger, more resilient communities that are ready to face challenges together.

Emergencies don't simply test a building's infrastructure, they also test the strength, well-being, and resilience of the people who live and work within them.

By prioritizing mental health in condominium emergency preparedness, the corporation creates a supportive environment for residents and staff who feel connected, safe, and valued.

Jason Reid has been an avid student and practitioner of Fire Safety & Emergency Management for over 20 years and has been recognized across Canada for innovative best practices in the application and successful in tegration of Fire, Safety & Emergency Management in buildings and facili ties here in Canada and across the globe, protecting critical infrastruc ture, high-rise buildings, mass venue and high-risk facilities. Over the last 5 years, he has been privileged to work alongside the Condominium industry as a subject matter expert in both f ire code compliance, emergency pre paredness and resiliency.

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