For some individuals, senior-living facilities make perfect sense. They boast safe and well-kept environments, social engagement, diverse amenities and caring staff coupled with limited resident responsibilities. But in the event of large-scale water damage, patience and peace of mind can be upended in moments.
A senior living facility in Virginia recently confronted just such a scenario: a burst sprinkler pipe soaked five floors and 17 units with a foot of water. Adding insult to injury, a main HVAC pipe ruptured the next day, contributing six more inches of water to the deluge. Vice President of Training Matt Wildt answered questions about the unique response and how Paul Davis Restoration worked exceptionally well with residents and management alike en route to rapid restoration.
1. How did the response start?
Wildt: We are always alert to community needs via local information sources, emergency personnel relationships, and various apps, so we reached out to the center immediately, knowing that a sensitive population was at risk. Twelve Paul Davis Restoration technicians arrived onsite promptly, setting up even before the fire department left and helping guide residents to safety. Our speed took stress off the property manager and built immediate trust.
2. How did the project go?
Wildt: They knew we had a plan — and that we’d respect their needs when the plan had to change. And it did change more than once over the week-long job. Our project managers held a huddle with property management every morning to review that day’s plan and anticipate hurdles before they became problems. Every evening closed with a written summary recapping the day’s progress and outlining next steps. In addition, our crew leads spent time each morning walking residents through exactly what work would be happening that day so no one was caught off guard. We helped them stay connected to their homes throughout the process. These weren’t just units to us — they were people’s lives.
3. What unusual challenges did your team face?
Wildt: This was a senior living community, and that fact shaped everything about our approach. Some residents had mobility limitations that made evacuating their units difficult. Others had irreplaceable collections and heirlooms — some dating back to before World War II — that they were understandably afraid of losing. Every interaction required patience, compassion, and clear, repeated communication.
4. What made the difference in this project and what takeaways can community managers and owners note in case of future problems?
Wildt: Communication made this project. When everyone knows the plan, even a chaotic loss feels manageable. For staff: know where your main sprinkler shut-off and every floor-level shut-off valve is. Locate them before you need them. And if you’re new to a property, call us out when your inspections come around. We will walk the property with you, so more than one person knows where everything is. That knowledge is the difference between a foot of water and an inch.
FAQs
What types of challenges can complicate damage mitigation and restoration at senior living facilities?
Many unique factors can complicate disaster response at senior living communities. Residents may have mobility limitations that make evacuation and relocation challenging. Irreplaceable collections and heirlooms heighten residents’ fear of loss and lack of control. Potential memory-related conditions could prompt confusion and distress as residents confront damage and repair activities. Further, seniors may have difficulty accommodating change. Mitigation and restoration crews must exercise patience and compassion and also be ready to repeat communications clearly and frequently.
How can senior living communities be better prepared to prevent and respond to water damage from faulty water pipes?
Restoration specialists recommend that community managers and maintenance personnel know where main sprinkler shut-offs and floor-level shut-off valves are located. Locate them before you need them in an emergency. Many restoration companies offer complimentary property walk-throughs to familiarize staff and management with important water damage prevention details.
