Guiding the Way: COVID-19 Protocol in Student Housing Operations

“Let’s hike a Fourteener this weekend,” my youngest son said just after we settled into our new home in Denver, CO. Not knowing what he was talking about, he informed me that a “14er” is a mountain peak rising to an elevation of 14,000 feet and higher. Colorado has 53 14er mountain peaks. I have hiked to the top of 4 so far. I found out the trails above the tree line (about 12,000 feet) are not easily discernable. This is where Rock Cairns come in very handy. Cairns are stacks of rocks that mark the pathway on not so well defined trails. These helpful directional “signs” were made by those that blazed the trail providing helpful guidance to those that follow.

I helped blaze a different type of “trail” this past year while guiding student housing teams operating our 200 communities during the COVID-19 pandemic. I was honored when asked by our leadership to be the communications point on all COVID-19 related matters. In this role I helped shape our COVID-19 protocols, developed informational resources, coordinated incident reporting, and lead weekly Q&A sessions. Being the one point of contact for our teams provided a consistent, timely, and reliable reference during a time when operating procedures needed to change weekly as our country became knowledgeable about the COVID-19 virus.

As we prepare for the start of the 2021 Fall semester, we continue to learn more about how to control the spread of the virus. Our operations are getting back to something that resembles pre-pandemic days. However, we still have a ways to go on this trail. With still much that is unknown and, even after a year, there is confusion as to the right path to take. As leaders in student housing operations, we must continue to help lead our teams through the pandemic. No doubt we will encounter other uncertain times while managing our communities and the correct direction to lead may not be clear. But the lessons learned this past year in operating during the pandemic are great. These will help form our future responses as we lead our teams.

Perhaps not as cool as Rock Cairns, but I leave a few takeaways from my recent walk along the COVID-19 Protocol trail:

1. Stay knowledgeable. We relied on the CDC and state health departments for information, reported cases, and updates to shape and refresh our protocols. Follow the guidance of the experts. Update resources often to accommodate the changes in protocol.
2. Be consistent. One point of contact kept our messaging and guidance clear. I sent out weekly emailed updates on protocol and best business practices. I conducted weekly Zoom meetings for team members to attend Q&A. One point of contact on COVID-19 incident reporting insured that stakeholders were informed, and the teams were provided timely and consistent guidance.
3. Reliability is very important. Often, I received team member’s appreciation for a quick response and helpful guidance. Of course team members had their immediate supervisors to rely on. However, given the unique and everchanging playing field of operating during the pandemic, one point of contact for protocol matters provided timely guidance.