The coronavirus (COVID-19) pandemic has caused a complete disruption of the construction industry. While some counties and states have declared the industry as "non-essential," construction work has been permitted to continue in the majority of states. The nature of construction work makes recommended social distancing practices difficult to adhere to and it is likely homeowners are weary of the spread of COVID-19 into their homes. In mid-March, Bruce Case, president and CEO of Case Design, shared steps his remodeling company was taking to protect the health and well-being of his team and clients. Almost a month later, Case sent a letter to all homeowners communicating Case's updated response and several mandated worksite practices for Case workers. The precautions can be used as a comparison or reference for companies with existing COVID-19 response plans and business continuity plans.
Personal communication: In the note sent out to Case Design's database of approximately 10,000 past clients, past leads, team members, and industry alliances, Case expressed the importance of homeowners hearing "directly from me, exactly how seriously we're taking this situation."
Case Design has sent a series of emails since the onset of COVID-19 and has seen a strong open rate, indicating that people are wanting to see and are receptive to mass communication. Case said the idea behind the stream of mass communication is to be proactive to alleviate concerns of team members and clients as they arise. Case said the decision to send a more personalized message stemmed from the personal nature of the pandemic.
"Everyone is dealing with this crisis differently and has different emotions about it because nothing is more personal," Case told REMODELING. "Showing that we recognize it’s personal, dealing with it on a one-on-one basis, and showing our commitment we felt was critically important."
Promises, not protocols: Case reiterated that the precautions shared with homeowners were not protocols or planned initiatives, but promises to the customer.
"The way we’re looking at it is these aren’t work practices for the next two or three months while we get through the virus," Case said. "We feel that because of this global pandemic people for the foreseeable future are going very, very, very sensitive about people working in their homes, [and about] germs and illnesses. So we see these work practices as going on for the foreseeable future.
Case shared that employees must report their temperature before reporting for work and are not permitted to work if the reported temperature is above normal. Additionally, any employees who have had "even incidental risk of exposure" or have traveled domestically or internationally will be quarantined up to 14 days. The same set of standards are required for trade specialists that may work on clients' homes but who are not employed by Case. To permit these strict practices to promote a healthy jobsite, Case has increase the number of sick leave days per employee and the company is sending employees home exhibiting symptoms known to be related to COVID-19.
Case said the company will use lead safe certification training to isolate homeowners from work zones with plastic barrier walls and zippered dust doors. Lead-safe renovators will be present on all continuing jobsites and will use their expertise to control the spread of airborne contaminants inside the home. Case also stressed frequently touched surfaces would be cleaned regularly throughout the day and before employees leave for the day and that a canvas runner path would be provided to access the work area. If social distancing practices on the job site are not appropriate, employees will wear gloves, masks, and other protective equipment.
Future forward: Case told REMODELING the practices outlined will be done by Case on all jobs moving forward, but have some immediacy for communicating standards for jobs that are open and were contracted prior to the outbreak of COVID-19.
"The vast majority of jobs that we're starting [after COVID-19] are not kitchens or baths, they tend to be more on the exterior," Case said. "But we still, even when we're outside, are following these work practices."
A full list of Case's home protective measures are available on the company's coronavirus response section of its website. In addition to worksite best practices, Case is also offering virtual appointments for homeowners for the purposes of in-home consultations, design meetings, or phone conversations/video calls. Case said that many of the practices that remodelers put into place during the COVID-19 pandemic may become the new standard for years to come after the global health crisis is in the past. The effects of the pandemic will be long-lasting, with many people—particularly homeowners welcoming workers into their homes—being wary about hygiene and sanitation. A set of work standards a company can point to may go a long way alleviating some of these concerns.