SECTION 2 EMERGENCY GUIDELINES

General Emergency Guidelines........................................................................................ 3 Incident Reporting Guidelines ................................................................................... 4 Incident Statement by Party or Witness ...................................................................... 4 Incident Reporting Procedure .................................................................................... 5 Managers Incident Report ......................................................................................... 6 Emergency Planning ................................................................................................. 7 Emergency Management......................................................................................... 9 Animal-Related Emergencies ......................................................................................... 10 Child Negligence & Abuse ............................................................................................. 11 Crime .............................................................................................................................. 12 Crime Response ...................................................................................................... 13 Crime Notification for Existing Residents................................................................... 15 Crime Notification for Existing Residents................................................................... 15 Requesting Police Services ...................................................................................... 15 Domestic Violence.......................................................................................................... 17 Hurricane ........................................................................................................................ 18 Inspecting Utilities ........................................................................................................... 20 Drought ........................................................................................................................... 21 Employee Injury .............................................................................................................. 22 Managers Employee Injury Investigation Report ..................................................... 22 First Aid Kit ................................................................................................................ 23 Heat Exhaustion ....................................................................................................... 24 Freeze ............................................................................................................................. 25 Emergency Freeze Notice ....................................................................................... 25 Water Pipe Break Letter ............................................................................................ 29 Water Leaks- Interior ................................................................................................. 29 Gas Leaks ....................................................................................................................... 30 Inspecting Utilities .................................................................................................... 31 Sewer Back Ups ............................................................................................................... 32 Media Relations .............................................................................................................. 32 Resident Wellness Check ................................................................................................ 33 Vandalism ....................................................................................................................... 34

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Adara Communities Standard Operating Procedures | Emergency Guidelines

EMERGENCY GUIDELINES

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GENERAL EMERGENCY GUIDELINES

Emergencies are defined as existing or potential dangers to life or property. Emergencies can occur on any day at any time. The ability to handle emergencies with intelligence and common sense is a mandatory skill for all company employees.

IMPORTANT!!!

In Case of emergency: Remain calm! Call emergency medical service assistance (911) Handle the situation according to procedures and common sense Contact your immediate Supervisor (Phone First, then Email) You must make contact with a live person Complete and submit a Typed Managers Incident Report and supplemental required documents the same day or at a maximum within 12 hours of the occurrence

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INCIDENT REPORTING GUIDELINES

Any incidents affecting Adara Communities are required to follow the guidelines listed below. You should report incidents involving LOSS, INJURY OR DAMAGE within 24 hours of each occurrence, no exceptions. 1. An Incident Report by Manager form should be completed by the person receiving the residents statement and should be signed by the Manager. If the Manager is not available, the Assistant Manager can sign. This should be done for ALL incidents. 2. The resident and/or witness should complete an Incident Statement by Party or Witness form including signature and a phone number where the witness and/or party can be reached if necessary. 3. ALL Incident Reports MUST BE SENT TO CORPORATE UPON COMPLETION OF THE FORMS or WITHIN 24 HOURS OF INCIDENT. If, for any reason, the forms cannot be sent to Corporate upon completion, the forms must be sent in within twenty-four (24) hours of the incident. The supervisor should also be notified as soon as possible. Do not email your incident reports, please fax them as outlined. 4. Pictures of property damage or areas where the incident took place should be taken BEFORE and AFTER repairs are done. All pictures should be emailed as a .jpeg file to resident.relations@adaracommunities.com Do not fax photos for any reason. Your District Manager must be carbon copied. Never solicit photos of physical injuries.

5. The original Incident Reports are to remain on file at the property in a binder. NOT in lease files. Please dictate your own system of filing, preferably by year. 6. All Incident Reports are to be faxed to (888)404-3269. Please do not send these to any other fax number for it will delay the twenty-four (24) hour turn around time. Please do not email incident reports, as your signature is required. Please make sure that all fax machines are set with the correct date and time.

Because these are time sensitive issues, they MUST be sent to Adara Communities within the twenty-four (24) hour turn around. THERE ARE NO EXCEPTIONS TO THIS REQUIREMENT. Failure to get these to the insurance company in a timely manner can result in the loss of our Liability Coverage.

EMPLOYEE INJURY:
The Managers Incident Report and Employee Injury Report forms should also be completed for any employee injury that occurs while on the job and/or during business hours off-site. The form must be faxed to the corporate office immediately. Contact Human Resources to determine the physician the employee should visit. The only exception to utilizing the company-referred doctor would be in an emergency situation.

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INCIDENT REPORTING PROCEDURE

If the community should have a potential property insurance claim during or after normal working hours (including evenings, holidays, etc.) or on the weekend, notify your immediate Supervisor immediately. Never discuss the issue of insurance claims with residents or anyone who considers him/herself an injured party. Only your immediate Supervisor, corporate personnel and insurance company representatives can make the determination of the validity of a claim and only they have the authority to enter into discussion with a potential claimant.

When an incident occurs, a detailed investigation must be completed immediately.

The purpose of this investigation is to document the files thoroughly while memories are fresh and photographs can be taken. When making the investigation, think like a detective and assume that the company (and possibly you) will be sued. A lawsuit may be filed and is subject to the statute of limitations. This could occur from two to ten years after the incident. In two years, it will be impossible to provide documentation necessary to defend the company. The Managers Incident Report will aid in the investigation. Fill out every line, it must be typewritten and signed by the Manager. If one area is not applicable to the current incident, write N/A in that area.

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MANAGERS INCIDENT REPORT

The Managers Incident Report is a comprehensive report designed to expedite the investigation and reporting of incidents occurring at a community. This report must be completed for all incidents including: LOSSES OR DAMAGES TO THE COMMUNITY LOSSES OR DAMAGES TO A RESIDENTS PROPERTY INJURIES TO OR CRIME AGAINST A RESIDENT EMPLOYEE INCIDENTS

Your reports will provide the basis for preparing insurance claims. Most insurance policies are written with provisions that require quick reporting of claims. If claims are not filed within 24 hours, the insurance carrier may deny the claim and the property or company will not be able to recover any losses. REPORT ALL INCIDENTS. If you are not sure if the incident needs to be reported, report it anyway. Some typical incidents are: LOSS OR DAMAGE TO PROPERTY LOSS OR DAMAGE TO A RESIDENTS PROPERTY INJURY TO OR CRIME AGAINST A RESIDENT Check List for ALL INCIDENT REPORTS All original reports should remain on-site Ensure all fax machines are on the correct date and time Ensure all Witness Incident Reports are signed and have a contact number Fire, smoke damage, water damage, vehicle damage to the building or parking structure, windstorm, hailstorm, vandalism, freeze, etc. Burglary, theft or damage to vehicle, fire, flood, etc. Injuries, assault, robbery, etc. (This category also includes guests and visitors.)

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EMERGENCY PLANNING
All employees must be versed in emergency procedures and know where to find information during an emergency. Assign every staff member a role that they may fulfill during an emergency. Please be prepared to take photos and or videos of property damage/loss with your Propertys Digital Camera, your Personal Cell Phone, and or disposable camera. All photos/videos should be emailed to Corporate and your immediate Supervisor within 12 hours of the occurrence. In addition to the procedures outlined in this manual, a detailed emergency plan should be included in the Property Information Notebook. The Property Information Notebook contains the Emergency Information form with employee and contractor contact names and numbers. It also contains site plans with: Utility cutoffs Water meter numbers and locations Master ESIDs List (Units & Common Area Electric Meters) Sewer clean-outs Irrigation Controls Breaker Panels List of Mobility Impaired Residents (Any Resident that has identified him/herself as handicapped)

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Adara Communities Standard Operating Procedures | Emergency Guidelines

General responsibilities in a fire, flood, or natural disaster resulting in property damage are:
First Employee at Scene Assess the situation. Is danger over? Are people safe? Call appropriate authorities (police, fire department, etc). Call the Property Manager. If the Property Manager is not available call the next level of authority. Call other available employees. Begin informing affected residents by going door to door or by phone Property Manager Visit the scene, assess the situation, and cooperate with authorities. Inform your immediate Supervisor and Corporate personnel. Complete Managers Incident Report and fax to the corporate office. Take and submit photos/video. Start incident log of events. Include names and times. Obtain names, phone numbers, and comments from witnesses. Obtain case numbers, names and phone numbers for Emergency Personnel. Document any information that might be useful for insurance or liability purposes. No employees are permitted to discuss situations with the media. Politely ask them to leave the property and contact the Corporate Office. Lead Maintenance Make sure residents are evacuated (if applicable) to designated assembly areas and list residents on the Resident Affected Log. Take inventory of needed supplies. Contact the Property Manager. Secure the area and/or community when police or fire department releases control of the area. Begin clean up. Emergency Management Emergency management requires the cooperation of all staff members. If the Property Manager or Lead Maintenance is not available, the Assistant Manager or Service Technician must be prepared to assume a leadership role. No one is ever ready for the inconvenience, pain, damage and/or death that a disaster can bring, however; proper preparation by becoming familiar with actions necessary to save lives and property is paramount, should a genuine emergency occur. You are not expected to be Emergency Medical Technicians, but you do have a mandate from residents and staff who rely on you to have the necessary discipline and leadership to effectively bridge the time between the incident and when professional help arrives. All personnel are required to become thoroughly familiar with disaster preparedness planning. You are in command. Be rational and calm. Your professionalism and leadership can save lives and property. It is important for you to provide clear direction.

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CONTROLLING THE SITUATION

An adverse situation like a catastrophic emergency is handled best using resource management. While pre-planning is highly critical, one is rarely 100% prepared for the many surprises that an emergency will generate. Therefore, as you begin to control the situation, meter your resources prudently. Use your good judgment and reason. Provide what is needed, not more. Your resources may be needed later as future developments materialize. Stabilization and containment is key to ensuring the continuity of life and property, specifically the well being of all. The following protocol should be observed:

Injured: Community:

Identify, manage, comfort. Turn off all utilities that present a hazard. Secure and rope off affected areas, post security and safety signage identify-

ing the area as an unsafe area. NOTE: Entrance is Prohibited.

Check your residents for casualties. Do not allow heroic acts in an attempt to

save a building. The first concern is for life safety.

Each Property Manager should maintain in the Property Information Notebook a list identifying any mobility impaired residents to check on in the event of an emergency. (Any Resident that has identified him/herself as handicapped)

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ANIMAL-RELATED EMERGENCIES
Cities, counties, and states all have various laws regarding animals. It is unlawful to keep some animals as pets. Most municipalities will have registration requirements and possibly leash laws. All dogs and cats must (by law) be vaccinated against rabies. Again, the required time period and age for vaccination will depend on the state law. State and local laws will also dictate the procedures required if an animal injures a person. Most areas will require that any injury to a person by an animal (whether vaccinated or not) must be reported to the local animal control authority or Health Department. All animals have the potential to bite and/or cause injury; dogs, cats, birds, rabbits--even small pocket pets. Any person injured by an animal should be referred to a physician immediately. Severe injuries may require calling emergency medical assistance (911). Even small scratches can lead to severe infections. The mouth and nails of animals can harbor bacteria and other diseases. Never attempt to restrain, control, or handle an aggressive animal. Remember, any pet has the potential to cause injury.

Establish a relationship with a local veterinarian who can assist you with knowing the areas license, vaccination, and other regulations for animals. A local veterinarian can provide requirements for reporting injuries from animals and the telephone number of the animal control authority for your area. When a human injury occurs from an animal: Call the animal control authority in your area. Advise or assist the person to seek immediate medical attention. Create Managers Incident Report & Incident Report by Party or Witness Do not admit liability or any responsibility for the incident. Confirm that the Owner of the Animal has a Pet Addendum on file, if not, address in accordance with the lease.

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CHILD NEGLIGENCE & ABUSE

Frequent mention about child safety in resident letters or newsletters is helpful in increasing parental awareness and education regarding the importance of protecting children against crime. Occasionally you may have to deal with a situation where children are left home alone, or are physically abused or neglected. Always stay objective and work with authorities. There are three reasons to report child neglect and abuse to the appropriate Child Protective Agency: 1. You have observed the child being physically abused. 2. The child says that s/he is being physically abused. 3. There is the appearance of physical abuse on the childs body.

If you witness the abuse, or a resident actually witnesses the abuse, take the following steps: Contact the police. Contact your immediate Supervisor. Be prepared to meet authorities who may need assistance in entering the community or apartment home. Document all information and place in the residents file.

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CRIME
In an effort to decrease your communitys exposure to criminal activity, the following steps should be followed: Establish a working relationship with local Law Enforcement. Establish a working relationship with the Crime Prevention Officer for your area. You are encouraged to establish a neighborhood watch program for your community. Contact your Immediate Supervisor for further instructions.

CRIME WATCH MEETING ATTENDANCE LIST

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CRIME RESPONSE
If a serious accident or crime occurs at your community, take the following steps: Call 911. Notify your Immediate Supervisor. Protect the scene. Do not touch anything. Keep residents away to keep important evidence from being contaminated. If residents have handled or altered evidence, immediately record that information. Begin preparing the Managers Incident Report and an Incident Log. Managers Incident Report Immediately take photos of the accident or crime scene. These photos (or a video, if available) will provide valuable information if needed. Photograph anything that may be disputed or called into question later such as locks, latches, pin locks, windows, pool gates, latches, fences, light fixtures, shrubbery, parking lots, perimeter lighting, damaged items, all interior and exterior areas surrounding the scene and any affected area. Do not count on someone else to photograph important evidence! Interview the victim or injured party about the incident. Speak to all witnesses as soon as possible. Have each one fill out the Incident Report by Witness. Incident Report by Party or Witness Test locks, latches, gates, lights, alarm systems, etc.--EVERYTHING that someone could claim later was not working. Make sure to have this test witnessed by one or two people. Document and have witnesses sign what areas were tested and the results of those tests. Immediately secure all on-site records involving the victim or injured party. If an incident occurs after regular business hours, notify the answering service to save all written or audio records covering the time period in question Complete the Managers Incident Report; attach all appropriate documentation, photos, audio or videotapes. etc. Forward to your immediate Supervisor immediately and fax to the Corporate Office at (888) 404-3269. After consulting your immediate Supervisor, contact Corporate. The Corporate office will determine if notification to the residents is required. DO NOT SEND ANY NOTIFICATIONS WITHOUT THE EXPRESSED WRITTEN CONSENT OF THE CORPORATE OFFICE. Handle the media in accordance with the procedures described in this section of the manual under Media Relations. After the police have departed the scene and released control of the area: Never discuss liability or any responsibility for the incident. Secure the apartment or area. Begin immediate plans to repair the damage. Re-key and/or install new security devices (if applicable). Take photographs. Keep Incident Log. Create Managers Incident Report.

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CRIME NOTIFICATION FOR EXISTING RESIDENTS

As a Company, we recognize that failure to notify residents of unsolved serious crimes may, under some circumstances, be considered grounds for holding the owner or management company liable for crime against residents, occupants or guests. However, Executive Officer approval must be obtained prior to distribution. The procedure below must be followed: Obtain approval for resident notification. If approved, follow the next steps. Distribute notifications by taping the letter to the outside of each residents door. Place a copy of the notice in your Incident Report Binder. The distribution process is defined as door-to-door delivery with a witness.

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WORKING WITH LAW ENFORCEMENT

IDENTIFYING SUSPICIOUS BEHAVIOR Anything that seems unusual or out of place could be criminal activity. Working as a partner with police, the Property Manager and residents have a responsibility to report any suspicious behavior. Consider the results if a crime is in progress and you do not act! Never attempt to apprehend a person committing a crime, or to investigate suspicious activity. Your role is to communicate information. Allow the police to perform their job. If you see any solicitors or suspicious strangers at your community, immediately ask them to leave. If you observe any suspicious activities, call your local law enforcement agency.

REQUESTING POLICE SERVICES Emergencies Only:

911 for Police, Ambulance or Fire Department assistance. Dial When calling, have the following information ready:
Type of incident. Whether or not the crime is still in progress. Location. (Your community name and address with any appropriate building, apartment number or access gate information.) Number of suspects, if any, and whether they are armed. Suspect(s) description(s). Vehicle description, if any.

differences between 911 (emergency) calls and routine calls to police: The
Always call 911 if it is an emergency or you suspect that criminal activity may be taking place at your community. Make sure you have the administrative police listing at your desk for calls to Crime Prevention Officers and other officers you may need to contact on a regular basis. Do not use 911 to call the police if you are calling about crime prevention questions. Check with your Crime Prevention Officer at the local police department for a non-emergency police telephone number. If a resident rushes into your office and asks to call 911, allow them to do so immediately. Do not screen the call. Assume it is an emergency!

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DOMESTIC VIOLENCE
Victims of Domestic Violence Release Form Victims of domestic violence come from all walks of life, all cultures, income groups, ages and religions. Very few report that they are suffering this kind of violence, and typically its neighbors who call the police. If a resident contacts you to report s/he is being abused and is a victim of domestic violence, tell them to call the police. Typically, the victim will ask you to change their locks or remove their abuser from the lease. Fully explain to the victim, until the police are notified, you cannot take any action to assist them. If you receive a noise or disturbance complaint from a resident and there is reason to believe someone is suffering from domestic violence: Immediately call 911 and report the incident. If you think someone is hurt or injured, also request emergency medical services be dispatched. Never try to intervene or enter the apartment. Keep your distance and let the police handle the situation.

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HURRICANES
Hurricane Preparation

Before a Hurricane Strikes

Because there is usually at least 24 hours warning of a hurricane, you will have some time to implement emergency procedures to prevent damage and injury caused by high winds and heavy rain. With the approach of a hurricane: Should a hurricane or tropical storm warning be issued for your area, prepare and send out letters to your residents. This letter should include instructions to remove all objects from their patios, balconies and/or stairwells. Also include locations and telephone numbers of local shelters in your area. Hurricane Notification to Residents If winds begin to pick up, follow direction from your immediate supervisor on how to secure your common area and pool furniture. Secure Property. Make sure records are stored in high area and not on floors. If you have residents with disabilities or home-bound, you may want to keep a list of these residents for use by disaster or emergency officials in case of an evacuation. List of Residents that have identified themselves as handicapped. If your community is gated, make sure that all gates are open in case power to your community is interrupted. Have an adequate number of flashlights, batteries and masking tape available in both management office and maintenance shop. Keep a current list of home, cell and pager numbers for all personnel (this list should include on-site personnel, your regional property management and other home office management personnel). Property Emergency Contact List Assign specific duties to each associate. If a major storm hits, damage could be substantial and local authorities may not allow residents to return to their apartment homes until the area has been secured. Make sure each of your associates has property badges or business cards in order to return to your property after the storm. DO NOT ALLOW ANY RESIDENT BACK ON PROPERTY UNTIL LOCAL AUTHORITIES HAVE GIVEN YOU PERMISSION TO DO SO. It may be necessary to contract with a private security company to make sure that only authorized persons are allowed onto your property following the storm. Approval for this vendor must be received from the Corporate Contract Department. Keep a supply of fresh, bottled water on hand in case the storm contaminates or damages the citys water system. Store additional drinking water in clean bathtubs, jugs, bottles and cooking utensils. Check First Aid Kit.

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HURRICANE EMERGENCY PROCEDURES

IMMEDIATE ACTION DURING A HURRICANE

Remain indoors. to designated shelters. Go not be fooled by the eye of the hurricane. Do
If it passes directly overhead, there will be a lull in the wind for some time (several minutes up to one half hour or more).

Have emergency team members guide residents, associates, and others to safety. Emergency Contact Numbers for Team Members

Hurricane Ike in Houston Area, 2008

Remember...

Take photographs. Keep action log. Begin Incident Report. Do not admit liability or any responsibility for the incident.
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ACTION AFTER HURRICANE

Monitor weather information and be prepared for additional severe weather, high winds, etc. extremely careful as you and your emergency team moves around a property damaged by a hurricane. Be
live electrical wires, shattered glass, splintered wood, etc. Watch for

Inspect the community and appoint clean-up crews. Contact your immediate Supervisor for further instructions. Remove debris or obstructions from storm drains and ditches.
INSPECTING UTILITIES Check for gas leaks. If you smell gas or hear a blowing or hissing noise, open a window and quickly leave the building. Turn off the gas at the outside main valve. Call your immediate Supervisor for how to move forward, Look for electrical system damage. If you see sparks, broken or frayed wires, or if you smell hot insulation, turn off the electricity at the main fuse box or circuit breaker. Do not touch the circuit breaker panel while standing in water. Check for sewage and water line damage. If you suspect sewage lines are damaged, avoid using the toilets and call a plumber. If water pipes are damaged, contact the water company and avoid using water from the tap.

Hurricane Charley in Florida, 2004

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DROUGHT
While most emergencies occur suddenly, often without warning, droughts work slowly and insidiously. Also, while most disasters result from something happening, droughts are a result of something not happening. The most serious concern during a drought is the increased risk of fire due to the dry condition of the brush, grass, etc. In addition to the increased risk of fire due to dry conditions, actual fire fighting may be difficult due to lack of water or low water pressure. Obviously, a drought cannot be prevented. However, there are certain steps you can take to mitigate the effects of a drought. These steps may include water rationing and water conservation. During a drought, residents may need to adjust their daily routines to reduce the amount of water consumption.

Immediate Action During a Drought Review ongoing water conservation measures. Obey all municipal requests regarding the use and rationing of water. Make sure to water landscaping responsibly during conservation periods as to not lose plants, flowers, etc. Be aware of increased fire hazards and respond accordingly to minimize them. Drought Conditions Notice

WE ARE UNDER DROUGHT CONDITIONS USE WATER WISELY!

Dead trees Houstons Memorial Park during 2011-12 Drought, millions of trees across Texas will have to be removed.

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EMPLOYEE INJURY
Every injury to an employee must be handled carefully to ensure proper medical treatment and accidental injury coverage or workers compensation insurance coverage. An important company philosophy is that all injuries can be prevented and that all employees are responsible for the safety of themselves and their co-workers. If you see a company employee in a situation that may result in injury, intervene to prevent the injury. When an employee is injured:

911 if necessary. Dial the Employee Injury Report & Managers Incident Report to the Human Resources at Fax Report the incident to your Immediate Supervisor.
(888)-896-7791

Failure to report the incident may disqualify the employee for benefits. Complete the required state form and fax it to the corporate office within 12 hours. Investigate the circumstances of the injury/disease in an effort to uncover loss control procedures that may prevent similar incidents in the future. tion and clearance from Human Resources.

Make sure the employee does not return to work unless authorized by his/her physician with appropriate documenta that Adara Communities do not allow for light duty work conditions; therefore all employees must have Note
a complete full release to return to employment.

injured employee will be required to take a Drug Test. The

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Adara Communities Standard Operating Procedures | Emergency Guidelines

FIRST AID KIT

Every community must have a First Aid Kit for treatment of minor employee injuries. One person should be assigned to keep the kit supplies stocked. Each communitys first aid kit should contain at least the following items. These items should be purchased from petty cash at a local pharmacy, drug store, etc.: Assorted size Band-Aids, sterile pads, bandages Antiseptic swabs Compress dressing Splint for finger 1 roll elastic gauze 1 roll 2 adhesive tape 1 roll 3 elastic bandage 1 pair bandage scissors 1 pair tweezers 3-in-1 antibiotic 1 bottle sterile eyewash 1 bottle eye & skin buffered flushing solution 1 box sterile cotton swabs 1 pair protective gloves 1 can blood clotting spray 1 can burn septic spray 1 ice pack Burn gel Water gel (gel soaked dressing) Iodine swabs Misc. oral medications Disposable latex gloves

MSDS Sheets provide information regarding handling injuries caused by use of chemicals.

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Adara Communities Standard Operating Procedures | Emergency Guidelines

HEAT EXHAUSTION
Heat exhaustion is a milder form of heat-related illness that can develop after several days of exposure to high temperatures and inadequate or unbalanced replacement of fluids. Those most prone to heat exhaustion are elderly people, persons with high blood pressure, and people working or exercising in a hot environment. Recognizing Heat Exhaustion Warning signs of heat exhaustion include the following:

Heavy sweating Paleness Muscle cramps Tiredness Weakness Dizziness Headache Nausea or vomiting Fainting

The skin may be cool and moist. The victims pulse rate will be fast and weak, and breathing will be fast and shallow. If heat exhaustion is untreated, it may progress to heat stroke. Seek medical attention immediately if any of the following occurs: Symptoms are severe. The victim has heart problems or high blood pressure.

Otherwise, help the victim to cool off, and seek medical attention if symptoms worsen or last longer than 1 hour. What to Do Cooling measures that may be effective include the following:

Cool, nonalcoholic beverages, as directed by your physician Rest Cool shower, bath, or sponge bath An air-conditioned environment Lightweight clothing

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FREEZE
Freezing weather and its effect on communities are unpredictable. We have an obligation to both the residents and the company to take precautions to prevent damage. Freeze Warning

Supplies
FREEZE ALERT signs FREEZE ALERT flyers Sand/De-icing materials Site plan with marked water cut-offs Plywood Rope/Safety flags/Caution tape Clamps/G-Couplings Laundry room locks/Heat sources Water shut-off notices Camera/Film Insulation/Spigot covers Styrofoam or life ring Micro cloth (example: Sheets/Blankets/Breathable material) Vendor list Letters to Residents

Function
Posted at all exits/entrances to inform residents. Distributed to all residents and placed at mailboxes. Spread in front of office areas. Used in the event of broken pipes. Used to cover open holes in the ground or walls. Used to secure and rope off open holes. Used for temporary emergency pipe repair. Used if laundries are in danger of broken pipes. Distributed if necessary. For photos of damage. To protect exterior faucets. Thrown in the pool in the event of a hard freeze to prevent tile damage. To cover flower beds. For emergency repairs. To remind residents to let the office know when they are out of town.

Snow in Cincinnati Area

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Adara Communities Standard Operating Procedures | Emergency Guidelines

Mild Climate Areas

When freezing weather is anticipated:

Consult your immediate Supervisor.

Some communities, due to age, construction or location may take precautions sooner than others. In general, begin precautions when the temperature is sustained at less than 30 for more than 12 hours.

Place a FREEZE ALERT sign at each exit and entrance and distribute FREEZE ALERT flyers. Freeze Notice Walk every vacant and occupied apartment known to be out-of-town. Set the heat at 55, drip faucets (both hot Protect the exterior spigots. Install faucet covers. the roadways and driveways are icy, open the controlled access gates. If

and cold), and open closet and cabinet doors. If the apartments have laundry connections on exterior walls, discuss precautions with your Immediate Supervisor. Take the same precautions in the office, models, clubrooms, shops, etc.

down and drain the irrigation system. Shut

sprinkler procedure (if applicable). freeze damage during a mild freeze.

Discuss this procedure with your landscape contractor. Follow interior fire

Make sure the pool and spa pumps are working properly or are properly winterized. The circulating water will prevent

Severe, Icy, or Extended Freezing Weather If your laundry room does not have heat, shut down the laundry room, lock doors, post signs and drain the water lines. Inspect vacancies every day. Throw Styrofoam or life ring in the pool to prevent tile damage upon instruction of your immediate Supervisor. Protect the exterior spigots. Install faucet covers and turn the spigot on to allow a small stream.

Severe Winter Climate Areas

Every Fall, winterize the following: Ground-based sprinkler system (shut off water; blow system dry with compressed air). HVAC system (winterize equipment; drain cooling tower). All other equipment that needs protection from freezing (drain or install heat tape). Winterize swimming pool pump and filter. Replenish snow control supplies (e.g: ice melt, sand, snow shovels). Schedule Service Technicians to be on call if a storm threatens. As Soon as the Freeze Alert is Over Remove the FREEZE ALERT signs. Restore the laundry rooms. Walk the vacancies and the known out-of-town apartments and turn down the heat, close the faucets, doors, and cabinets. Leave an appropriate note in the occupied apartments. Reactivate the controlled access gates. Check your supplies. Do they need replenishing? Turn off all spigots. Page 25

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IF THE COMMUNITY EXPERIENCES FREEZE DAMAGE

Freeze damage includes broken pipes, damaged landscaping and any other property damage. Contact your immediate Supervisor. Begin the Managers Incident Report and the Incident Log. Keep detailed notes on the specifics and location(s) of the damage. Take photos. Mark a site plan with damaged location(s). Inform the residents of water interruption, etc. Keep a log of vendors called, services performed and employee time. Keep a photocopy of all appropriate invoices and time sheets for the final insurance claim. Frozen Pipes Check with residents to determine if the problem is building-wide or an isolated incident. If building-wide, check with neighboring buildings to determine the extent of the problem. If neighboring buildings have water, the problem may be a frozen pipe or meter. Examine the water meter. Check for leaks. Is the frost plate (bottom portion of the meter) cracked? If so, the meter is probably frozen. Do Not Attempt To Thaw a Water Meter. Contact the water department to report the frozen water meter and seek instructions. If the meter is not frozen, proceed to check for a frozen water pipe around the building perimeter, in the basement or crawl space. Exercise great caution - frozen pipes may already be cracked, but not yet leaking because the water inside is frozen solid. Before applying heat to the pipe, open the valve or faucet nearest to the frozen section. This will allow the water to flow freely as the ice melts. Never Use An Open Flame! Use a hair dryer, light bulb, electric heat tape, or exhaust from a vacuum to thaw a pipe. Use only heavy-duty extension cords with grounded plugs. Make sure that the cord and the appliance is protected from the water. CAUTION: If the pipe bursts or is leaking, your electrical appliance could become wet and pose additional dangers. Use your hands to locate the coldest section of pipe. This is usually where the ice can be found. Start warming the pipe at the end nearest the faucet or valve and work backward toward the frozen section. Keep the heat sources moving. Never concentrate on one spot.

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WATER LEAKS- INTERIOR

WATER PIPE BREAK LETTER If there is too much water to extract with a water vacuum, remove carpeting and pad and properly dispose. Properly dry the interior of the apartment. In the case of water flowing through the ceilings, punch a small hole to allow drainage. Be sure to place a container underneath the hole to catch the water. Do not turn on any electrical or gas appliances until an authorized contractor or technician has checked your system and advised that it is safe to activate. Clean the area and make needed repairs.

photographs Take Keep Incident Log Begin Managers Incident Report not admit liability or any responsibility for the incident. Do

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Adara Communities Standard Operating Procedures | Emergency Guidelines

GAS LEAKS
Turning Off the Gas Supply Gas presents many dangers if not used properly or if it is leaking. Gas is usually detectable by its odor. The gas itself is odorless: additives give it a distinctive odor. Gas is not only explosive, but can cause death by asphyxiation. Turn off Gas at main and contact Immediate Supervisor. In master-metered buildings, shut-off valves should be located on each submeter that serves an individual apartment home. The location of the gas cut-off valves should be marked on a site plan located in the Property Information Notebook. Make sure all employees know how to close the gas valves.

Gas Leaks Emergency Procedures

IMMEDIATE ACTION IF A GAS LEAK OR GAS ODOR IS REPORTED Urge residents to leave the apartment home. Open windows and doors allowing fresh air to enter. Advise them not to turn on electric switches or lights and to extinguish all flames, smoking materials, etc. Instruct them to be careful not to generate any static electricity charges. Send a Service Technician to check the pilot lights on the stove, furnace, hot water tank, and dryer. Shut the Gas off first. Open windows and doors to ventilate the area. Advise them not to turn on electric switches or lights. They should use an explosion-proof flashlight. If pilot lights are all lit, check the gas line connections using a gas leak detector solution. If still unable to determine the source of the leak, shut off the gas to the apartment at the individual meter, if possible. Notify the gas company only after receiving approval from your Immediate Supervisor. If the gas or utility company cannot send a maintenance person, call a plumber or other technician to test the gas line. If the leak cannot be detected or repaired, evacuate all residents threatened by the leak. Prepare a Managers Incident Report. After the leak has been corrected and when it is safe to do so, check and re-light all pilot lights that may have been extinguished when the gas was turned off.

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INSPECTING UTILITIES
Check for gas leaks. If you smell gas or hear a blowing or hissing noise, open a window and quickly leave the building. Turn off the gas at the outside main valve if you can. Call the gas company. If you turn off the gas for any reason, it must be turned back on by a professional. Look for electrical system damage. If you see sparks, broken or frayed wires, or if you smell hot insulation, turn off the electricity at the main fuse box or circuit breaker. If you have to step in water to get to the fuse box or circuit breaker, call an electrician first for advice. Do not touch the circuit breaker panel while standing in water! Check for sewage and water line damage. If you suspect sewage lines are damaged, avoid using the toilets and call a plumber. If water pipes are damaged, contact the water company and avoid the water from the tap. You can obtain safe water by melting ice cubes.

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Adara Communities Standard Operating Procedures | Emergency Guidelines SEWER BACKUP Open the clogged trap, toilet, or drain. Make sure that you wear protective boots, gloves, eyewear and a dust mask. Decontaminate all surfaces touched by sewage and wastewater.

Scrub area with an appropriate disinfectant to kill bacteria. Baseboards may need to be removed to access all areas for proper disinfecting and drying. items stored in the area need to be cleaned, disinfected, and deodorized prior to reuse. Any
Wet or damp areas must be ventilated. Any items that cannot be cleaned by the wet method should be discarded. When discarding items, seal in plastic bags and place in a dumpster.

and dehumidifiers may be used to reduce moisture levels below 40 percent relative humidity. Fans
is dried thoroughly.

Make sure the area

Follow up after service work to inspect for any developing mold problems.

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Adara Communities Standard Operating Procedures | Emergency Guidelines

MEDIA RELATIONS
In the wake of a crisis you will be faced with answering questions from local television, radio, or newspaper journalists. Refer the media to the corporate office. You may not talk to the media.

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RESIDENT WELLNESS CHECK

Sometimes you may receive a request to check on a resident if their family, friends or employer cannot contact them. Verify the identity of the caller. Document the request. Take a witness and check on the resident. Leave a notice if no one is at home. If foul play or suicide is suspected, call 911 and request that a police officer conduct a welfare check on the resident. Accompany the officer into the apartment. Call your immediate Supervisor if you have any questions. Discovering a Death When a resident dies at a community, you have certain obligations to the estate and family of the resident. If the resident had previously given keys to non-residents, that action is out of your control; but do not allow anyone, including family members and attorneys, to have access without a court order, written instructions prepared by the resident prior to the death or Letters of Testamentary. Do not allow unauthorized persons to have access to the residents apartment. Do not disturb the apartment. Call the police. Do not call the family or friends listed on the application. This is a job for the police. Call your immediate Supervisor. If the body has been in the apartment for a while, your immediate Supervisor will help you make the appropriate decisions. Normally, the family will contact the management office to make arrangements to remove the residents belongings. Be sure to check the residents application to verify who is authorized to enter the apartment. You should make every effort to be helpful in their time of grief and allow reasonable latitude to accommodate their move-out schedule. Consult with your immediate Supervisor before assessing fees. Death is reported by Family or Friends Work with the family to make the move-out arrangements. Allow reasonable latitude as above.

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VANDALISM
Vandalism is a problem that not only defaces property, but decreases property values. Thorough attempts should be made to determine whether residents or guests of residents caused vandalism. Vandalism must be repaired and/or repainted immediately. If the vandalism is neglected by site staff, it tends to generate more vandalism. If it is repaired immediately, the vandals will move on to another target. Remember, taggers want their work to be seen.

If vandalism occurs frequently in the community neighborhood, a proactive approach should be taken with the other communities in the neighborhood to detract from the criminal activity. Once it is noticed that graffiti, garbage influx or loitering are occurring, visit other properties in your neighborhood to determine whether they are also receiving vandalism. If your community is the only one, then you need to look at your resident profile to determine whether you have residents who are at risk of attracting a criminal element to your community. Then you must watch the residents to ascertain whether they are responsible for vandalizing the property. If, after touring the neighboring communities, it is determined that the vandalism is a neighborhood problem, begin to take measures to eradicate the problem. Start a neighborhood watch program. Get together with the other communities in your area to brainstorm on how to deter the criminal activity.

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Gang graffiti at a Houston Area Community

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INDEX
A ABUSE Child, 12 C Community First Aid, 23 Crime Law, 3 response, 13 response;notification;law, 14 Domestic, 16 vandalism, 33 response, 14 suspicious, 13 Workplace, 3 D Death suicide; welfare check, 34 Drought Action, 22 E Emergency animal, 10 freeze, 24 frozen pipes, 26 ice, 25 Management, 9 Hurricane;flood;preparation, 1 Planning, 8 EMERGENCY Negligence, 3 Management, 3 GUIDELINES, 3 guidelines, 3 Employee Injury, 22 H Heat Exhaustion recognizing, 25 hurricanes Preparation, 18 I Incident Reporting, 5, 6, 7 Pictures, 5 Statement, 3 Injury employee;first aid, 1 First Aid, 3 Employee, 3 L Leaks Water, 30 water;gas, 1 Gas, 3 Freeze, 3 N Notification Crime, 15 R Reporting Procedures, 6 S sewer Back up, 32 U Utilities inspecting, 20 V Vandalism property, 33 violence Domestic, 17 W weather Freezing, 26 Weather Sever; Icy, 27l 23

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