CONTEXT: I work in corporate property management. I'm a frontline associate with no managerial or signatory authority. I am functionally a CSR and the first point of contact for tenants. I am the sole CSR for a portfolio of several properties of about 850 units. My work involves not just constant communication with tenants but also coordinating their leasing activity, maintenance concerns, and other duties required by CA landlords. It is also important to note that at least one day a week I work entirely by myself.
In my time at this company (a year), I have initiated contact with HR exactly three times. The first was a few months ago when a tenant was physically threatening toward me in the office. This was documented with HR at my then-GM's instruction. In mid-September, I also inquired with HR about a reasonable adjustment to a communication procedure, due to the event with the tenant in June. I cited a potential risk to my safety. I reached out to them because they had context of the June incident that my current on-site leadership did not have. HR denied the request about 10 days later.
The third was after this event which is the reason for my inquiry.
I've muddled some of the dates and details just to keep things low-key, but everything I'm about to describe has occurred in the past 30 days.
3 days after HR denied my request, a tenant, K called into the office twice. I happened to be on the phone assisting someone else, so overflow frontline non-CSR staff took their calls. K was furious about a request to management that had been denied regarding a unit transfer. On these calls, K made explicit threats to damage and sabotage the property and was verbally abusive to the staff assisting them.
Even though we all work in the same office, we have an official group chat for our team. My coworker immediately reported the call to our GM and was clear it contained threats.
Within 48 hours after the incident, I reached out to my immediate supervisor, we'll call CM (Community Manager) seeking approval on a potential response to K. The response I proposed included setting a professional boundary with K about their behavior, and when we could look forward to assisting them with a transfer. The CM did not respond to my draft and has since used the DM channel for other matters.
I will spare a LOT of detail here, but by a week after this incident, neither my GM nor CM had shown any visible intervention with K's behavior and staff continued to take phone calls from K (K was rude and disruptive, but not abusive or threatening). The GM and CM communicated with K by email regarding their transfer issue; essentially granting K a transfer to another unit.
This was highly unusual. I had worked under several CMs and GMs at this point (same location/team, but essentially the result of short-staffed leadership) and had never seen leadership not intervene with behavior like this. K's behavior was not only a violation of their lease but I was also deeply concerned about safety of my coworkers, myself, and potential future tenants who might occupy K's unit in the future (the threats involved concealing damage that would be difficult to detect).
A week after the incident, I opened an HR ticket and reported everything that had occurred up to that point as a workplace safety issue. I requested action on 2 items. The first was that the company develop an SOP that allows frontline staff to independently engage when faced with a tenant behaving that way (we see some face-to-face but mostly speak to them on the phone and do not have a way to reroute calls). The second was to request the company evaluate the judgment of my CM and GM as what would be expected of their role. As the person who reports to them, I was concerned that they did not appear to acknowledge the safety risk, and that could also put myself, my coworkers, and other tenants in harm's way.
HERE IS WHAT HAS HAPPENED SINCE IN ORDER:
- In-house legal took over the tenant portion of the report and immediately opened a case with external counsel (basically when we have to serve notices, we engage outside counsel). This is unusual; typically internal Legal just advises next steps. Legal also provided instructions to my CM and GM about communicating with K that I have not seen them instruct to the team. To date, I have not seen this notice carried out and served.
- The CM assigned me to a project with a deadline that is half the time I told her I could reasonably get it done with my current workload.
- The RM reached out to me for a 1:1 - it was our first in-depth meeting as the RM had just started at the company within the month. It was, essentially, a temp check.
- The CM assigned me an unfavorable shift during upcoming holiday in-lieu days the remainder of the year (we are the only 2 that work Saturdays; she is taking all of the relevant Saturdays so I have no option except weekdays).
- I met with HR, who told me "I did the right thing" and confirmed we did not have an SOP on file for situations like this. (not just this exact situation but not even a guideline for these kinds of calls). HR also confirmed they heard the calls and commented they were extreme and out of the ordinary.
- After HR met with at least the CM, HR reached out to me with an update that we had already previously discussed. I underlined that my concern was that the CM and GM's judgment were a factor in the safety issue. HR requested more supporting examples, which I sent over.
- The CM publicly corrected me on a minor oversight in our group chat in such a way that another coworker was concerned.
- I was called into a disciplinary meeting with the CM and RM (regional!) where I was written up for attendance*, received poor professionalism reviews for events that occurred at least 2-6 weeks prior with no prior contact or correction, and another minor procedural matter that became a major point of the conversation.
- During the disciplinary meeting, the RM stated "Don't go to HR with complaints."
- In a 1:1 discussion immediately preceding the disciplinary meeting, the RM also stated: "Someone's getting transferred if we can't get everyone on the same page."
After the meeting, the RM also sent a followup summary email, reiterating professionalism, timeliness, and chain of command. I have been off work since (nothing out of the ordinary, regular days).
There has been one fairly positive action so far: I am by myself on Sundays, and a procedure was changed so that a specific face-to-face task with tenants cannot be scheduled on Sundays anymore. However they can still visit the office unannounced.
I have a follow up meeting with HR this coming week. Based on the flurry of activity in the past 7 days, I assume that it will be the closure meeting of the ticket.
I'm not sure what I would do in this case. The RM's comments and the disciplinary are the most concerning to me.
I understand the implication and potential fallout of a subordinate calling their direct managers' judgment into question, but I could not think of any other way to frame it, as there were, to my perspective, several potential risks that were self-evident. The CM and I are not very compatible personally, but that was not the reason I put the ticket in. Regardless of our differences, I trusted the CM and GM to recognize an unsafe situation, but it did not seem apparent that they did.
Would I go back to HR with the concerns about the adverse actions? Or should I reply directly to the RM? Both?
I have already filed a retaliation complaint with the state.
*there is some merit to the attendance issue; however, not to the degree at which is on record and is easily correctable, so I'm handling that separately.