If there is an emergency, the tenant will call their building’s IVR, and select 0 for the extension. This will send the caller to the voicemail box of a pager. The tenant will leave a message with all of the information needed, and this will sound off a pager which will wake the manager so they can address the emergency. If the tenant has regular emergencies, then their lease might not be renewed. This is simple, and since every manager doesn’t have to deal with all of the tenants in all of the buildings, this should be easy to handle. The most significant building will be the Tower with more than 100 households within that building. It will also likely be one of the newest buildings with new construction so issues should not be regular.
If the issue is not an emergency, the tenant is encouraged to leave a standard voicemail message, or send an email. Just as you wouldn’t want to be waken up at 2AM for something frivious, the same will apply for the apartment manager. Just like you, you might have have family, or other things you need to do at 2AM (such as sleep). No employee should have to give out a personal number to any tenant unless they wish to. There is no situation where an employee will have to disclose their telephone number. The manager will have a SIP client which will show the apartment’s number as the calling number rather than the personal cellular phone number. The only thing needed is a data connection.