Community association managers have a profound responsibility for the safety and well-being of residents and staff.
John Iannarelli, a retired FBI agent and former SWAT operator with decades of experience responding to violent incidents, told attendees at CAI’s 2025 CEO-MC Retreat in September that they play an important role in recognizing potential threats, de-escalating conflicts, and preventing violence.
Iannarelli stresses that managers must recognize potential threats before they escalate and rely on their instincts. “You’ve been around a lot of people … if your instincts are telling you something’s wrong, there’s a reason,” he says. “Listen to it.”
Iannarelli recommends managers watch for the following warning signs:
- Social media posts revealing anger, frustration, or violent intent.
- Behavioral issue patterns around deadlines or legal actions. People often escalate threats when there is some immediate trigger such as eviction notices or disputes with neighbors.
- Obsessive focus on grievances. Individuals may bring up the same complaints or express extreme frustration about perceived slights. This can include hostility toward rules, staff, or other residents.
- Unusual preparation or carrying objects. Sometimes people subtly prepare to enact violence in ways that hint at intent such as by bringing items that could be used as weapons or showing unusual interest in restricted areas. Iannarelli emphasizes the importance of policies that allow staff to “have a look around” and be aware of what individuals are carrying.
- Sudden changes in demeanor, verbal cues, and agitation. Threatening individuals often escalate their anger verbally. While community managers are usually not strangers to verbal conflict, it is important not to overlook it. Ignoring the underlying aggression can be dangerous.
DE-ESCALATION
Managers also must learn to understand how to handle disputes and prevent them from escalating into dangerous situations. Many conflicts begin with complaints between residents, legal disputes, or property concerns.
Iannarelli explained managers must recognize warning signs and approach these situations with calm, deliberate engagement. A core element of de-escalation is projecting calmness. “People will tend to mimic your behavior,” he says. Try to avoid appearing wild and excited.
Techniques such as listening actively, acknowledging frustration without agreeing, offering personal space, and adjusting the environment by inviting someone to sit down or step aside are all practical ways to prevent conflicts from turning violent, according to Iannarelli.
“Think not only about what your verbal skills are but also what your physical skills are,” he says. “Are you able to engage in a conversation with somebody who’s looking to have a problem and de-escalate it by being there, having a presence, appearing as if you’re not going to be pushed around, but not threatening either?” Iannarelli adds that a verbal conflict generally escalates into a physical one within 30 days. “That’s the time you want to do something,” he says.
ACTIVE THREATS
Managers also must prepare for the unlikely possibility of an active shooter or other violent event. Iannarelli outlined the “Run, Hide, Fight” framework as essential to protecting lives. If evacuation is possible, it should always be the first option, he says.
Communication is another key component during an emergency. Clear notification systems allow managers to inform residents, coordinate with law enforcement, and update staff on safety measures. “Think of how you are going to notify everybody if something’s going on,” Iannarelli says.
Establish clear notification procedures. Identify who is responsible for sending alerts during an emergency, determine which residents and staff need to be notified immediately, and have a plan for internal staff communication and external resident notifications.
Maintain up-to-date contact information. Ensure cellphone numbers, emails, and emergency contacts for all residents and staff are current and create a centralized, accessible database for emergencies.
Implement mass notification tools. Use text messaging systems, apps, or automated calls to send alerts quickly, and consider tools that geolocate employees or residents to confirm safety.
Coordinate with law enforcement. Communicate real-time updates to 911 or local police during an incident and provide detailed information about the threat, including a description of individuals, location, weapons, and number of people involved.
Plan for post-incident communication. Identify how and when to inform residents after an incident. Prepare messaging for legal, media, and internal staff. Keep templates or prepared statements for emergencies to save time.
Train staff on communication procedures. Conduct regular drills for emergency notifications. Teach staff how to send alerts calmly and efficiently under stress and ensure that staff know their roles and who is in charge during incidents.
Iannarelli also emphasizes the importance of ongoing security assessments and preparation. Managers can walk through the property to identify potential vulnerabilities, know where exits and secure spaces are, and anticipate how individuals might behave during a conflict.
Situational awareness, clear planning, and calm leadership are essential skills for professionals responsible for the safety of a community. “The average active shooter situation lasts about five minutes or less, and the average police time response in this country is eight minutes,” Iannarelli says. “It’s over before the cops get there, so you need to know how to de-escalate whenever possible … and when you can’t de-escalate, you’ve got to know how to protect yourself.”
>>Read more about preventing violence in Community Manager January/February 2026.
>>CAI’s Safety First guide offers ideas, tips, and resources on community safety, conflict prevention, security options, and more.
