Whether its new construction or renovation, communication is key throughout the construction process.

As National Director of Facilities for The Michaels Organization, one of Tyler Davidson’s roles is to act as a liaison to the development team when projects are drawn up. “The best strategy is to get as many eyes on plans as early as possible,” he said at the “From Leasing to Leadership: Mapping a Path to Career Success” session at NAA’s Apartmentalize in Denver.

That role has been important. For instance, there was a 1,200-unit project in Northern California that seemed to be in good shape until he noticed a problem. “I took a cursory glance [at the plans] and saw there was no maintenance shop.

David Jolley, CAMT, National Director of Maintenance, Pinnacle, tries to take a similar approach on construction projects. “We are the ones that have to live with what they [the contractors] have built,” he said.

Jolley urges maintenance managers to sit in on construction meetings. “If you sit in on the meetings, you know what type of shingle that they’re using,” he says. “If the blueprint says one thing and the designer says another thing, we know that.”

Jolley says maintenance teams need to be an active participant in those meetings. “You have to ask questions,” he says. “The only dumb questions are the ones you don’t ask.”

In the meeting, maintenance members should get the names and numbers of all the key contractors. “Be friends with the pool guy and the wiring guy so you have a relationship with them if there’s a problem,” Jolley said.

It helps maintenance when the construction team welcomes them into these meetings. “I bring them in early and work through issues from the very beginning,” says J. Brandon Healy, Project Manager, The Michaels Organization.

Healy makes it a priority to have the management companies and the general contractor in the drawing process. Then he has the architects memorize it and send it out. “Memorialize it,” he says. “It makes life simpler [if there are dispute].”

Once the community opens, the communication doesn’t stop. Davidson says maintenance teams need to collect materials and drawings for reference and training, establish inventory and storage, know when appliances and building components hit the end of their warranty protection and understand the sustainability rating of the building and how replacement parts might affect that status.

“We have to have the maintenance team understand what light bulb or faucet they’re putting in a property could affect the [sustainability] rating,” Davidson says.

For project managers, life may not be simpler by involving the surrounding neighborhood in a project. But it’s necessary.

“We have to go through multiple community meetings before and during construction of the project,” Healy says. “If you think you’re communicating enough, communicate more.”

That mantra—communicate more—is of greater importance during a renovation. From project start to finish, Brian Rennie, Director at Bozzuto Construction Company, says, “connecting with residents is key. They need to know their homes and safety are top priority. This requires constant communication.”

Rennie points specifically to resident relocation as an example. When a project requires this, immediately contact those who will be displaced. Be open about what is happening, what they should expect next and provide options, if possible. For instance, Bozzuto attempts to minimize disruption by creating “hotel” units onsite for residents to move into while their own apartments are undergoing renovation.

In terms of safety, onsite teams need to identify construction risks and take time to educate residents about them. “Talk through all of the dangers—explain how items such as loose electrical cords or nails can create a serious hazard,” Rennie says.

While in-person conversations tend to have the most impact, all communication avenues should be utilized. “It is incredibly important to make sure residents receive project-related messages in more than one way. This includes clear and properly placed signage,” Rennie adds.”