Tier Examples
Name two example given as a Tier 1 crisis
Power outage, water leaks, weather, singular theft, vandalism, dog bites, and other low-level crime events, evictions, noise complaints, isolated medical emergency
Who should be notified for a Tier 1 crisis?
On-site Manager
Tier 1 Process
1) gather information
2) escalate to on-site-manager
3) determine scope
4) determine resident impact
5) assess duration of impact
6) create communication plan
Multiple Car Break-Ins
Tier 2
During a crisis, what is the preferred method of initial communication?
Call or text
Name two example of a Tier 2 crisis.
multiple incidents of theft, vandalism, crime, violent crime, organized disputes, resident complaints to media or social media, security breach, multiple unit fire or water leak, violent crime, boycotts, protests
Who should be notified for a Tier 2 crisis?
On-site Manager & Area/Divisional Manager
Tier 2 Process
1) gather info
2) escalate to regional manager
3) distribute communication
4) monitor situation
Bathroom sink flooded
Tier 1
What does CCT stand for?
Crisis Communication Team
Name two examples of Tier 3 crisis
Bomb threat, terrorist threat, active shooter, violent resident death, kidnapping, stalking, building disasters (gas leak, building-wide fire), cyber-attack, discrimination accusations, sexual harassment,
Who should be notified for Tier 3 crisis?
senior leadership and CCT
Tier 3 Process
1) escalate to senior management
2) work to resolve the crisis
Claims of discrimination
Tier 3
Communication must have AM/DM approval for what Tier(s)
Tier 2 & Tier 3