Dive summary:

• Multifamily housing, no matter how well-built, is always going to need attention to its infrastructure, and responsibility for having that done lies with the building manager.
• Cooper Square Realty in New York City set up a Learning Center with mockups of elevators and boilers and other physical plant and computer-based and video instruction on how all the systems work so that managers know what they are talking about – and being told about by repair personnel.
• Managers have to pass a test on the overall instruction, and they have to pass each of the center's stations.

From the article:

“There are times when it’s necessary to use technological components. But for the most part, at the Learning Center we have tried to use representations of what they will see in the real world.” ...