The Cross Law Firm's Landlord Law Blog

April 9, 2010

Procedures & Training Regarding the Handling of Difficult Residents

This is the part 4 of my blog series about dealing with threatening and violent residents.

Image of Seminar AudienceThere are several seminars or guidelines instructing managers/employees on how to handle difficult residents. If your manager or on site employee hasn’t already taken a course regarding this, send them. Document their training, who went and when, and keep the information in your files. The information they receive may be invaluable both in recognizing a potential problem situation before it occurs and defusing it, but also in appropriately handling a volatile situation when it occurs.

Use the materials received or contact your legal counsel to create your own guidelines or policy regarding violence in the workplace. Train your employees on this policy.

Some basic suggestions to have in your policy:

  1. Buddy System – Have a buddy system for dealing with angry residents so that the manager or employee is not alone or they have someone to call to assist them when/if an angry resident confronts them. Just having another person in the room may help defuse the situation.
  2. Separate Room – Have a separate room with a lock on the door and a phone for the manager or employee to go to if needed.
  3. Contact Police – Ensure the employee knows when it is appropriate to contact the police for help. Emergency situations must be addressed promptly.
  4. Signals – Have signals or code words to alert other employees when a manager or employee needs help.

Contact your legal counsel to assist you in creating a policy that is appropriate for your office and employees.

* For specific inquiries regarding a threatening/violent tenant you may have, you’re welcome to visit my California Landlord – Tenant legal services page.

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