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www.tawwa.org TEXASh2o JANUARY/FEBRUARY 2019 | 3 |

| earnest gloyna |

Dr. Earnest Gloyna, the longtime dean of the engineering school at the University of Texas at Austin, died Jan. 9. He was 97.

Born in Wilbarger County, he graduated Five-in-One High School and joined friends in studying engineering at Texas Tech. He joined the ROTC program at Tech, and his senior year was interrupted by the bombing of Pearl Harbor. He was commissioned a lieutenant in the 820th Engineering Aviation Battalion, which built airfields on the frontlines of Europe. After the war, Major Gloyna married Agnes Mary

Remembering Earnest GloynaBY CLIFF AVERYtexas h2o editor

Lehman and completed his civil engineer degree at Tech. After a brief stint in the private sector, he enrolled in UT Austin to pursue a masters degree. After earning that degree, he pursued his doctorate at Johns Hopkins University. With his doctorate in hand, Gloyna joined the faculty at UT. His work in sanitary engineering and public health launched the discipline of Environmental Health Engineering, and UT became a national leader. Along with his work in academia, he served as a consulting engineer for many projects around the world, notably with the World Health Organization. In 1970, he was named dean of UT’s engineering school in 1970, a post he held for 17 years, shaping the careers of a generation of Texas engineers. Also in 1970, he was elected to the National Academy of Engineering. He continued his teaching as an emeritus professor. Gloyna was named a Distinguished Alumnus of all three of the universities he attended. In his honor, TAWWA’s Texas Water conferences host the Gloyna Breakfast, focusing on advanced topics of environmental engineering. Preceded in death by his wife, he is survived by a son, Dr. David Gloyna; a daughter, Lisa Gloyna; two grandsons, a granddaughter and a great-grandson.

Irrational Risk

“...The water in the pit could create a cross-connection... whether the test cocks are opened or closed...”

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Gloyna Breakfast at Texas WaterTM 2019Betty Jordan, a principal at Alan Plummer Associates until her retirement, will be the

featured speaker at the Gloyna Breakfast at Texas WaterTM 2019 in Houston. The Gloyna Breakfast is held on Friday, April 5 at 7 a.m.

and tickets are $40 (they are an add-on ticket to conference registration at txwater.org).

Four-Tenths of a Second or Four Years?BY RON TAMADAtexas section chair

I like baseball; it’s my favorite spectator sport. With spring training starting in mid-February, it seems like an appropriate illustration for

this issue of TEXASh2o. Did you know that, on average, a major league batter has about four-tenths of a second (or 400 milliseconds) to decide whether to swing at a pitch? If you’re facing a pitcher that can throw a fastball at 100 miles per hour or faster, like the Yankees' Aroldis Chapman or the St. Louis Cardinals' rookie phenom Jordan Hicks, it’s even less time, about 375 milliseconds. A pitch travels the 60 feet 6 inches from the pitcher’s mound to home plate in literally the normal blink of an eye, which is 300-400 milliseconds. So, the next time you're watching a baseball game and ask "Why didn’t he swing at that pitch?" remember the player has to make that decision in an incredibly short amount of time. Time for a Plan. Fortunately for the Texas Section, strategic planning is done over a much longer time frame. A strategic plan focuses on what we want our organization to be in three to five years and what we should do to make it so. We are thoughtful and deliberate when setting goals and objectives and making decisions regarding the future of our Section. A TAWWA strategic plan is prepared every four years or so. Our last one was prepared in 2014, and I felt it was time to begin our strategic planning for the next three to five years. So, at our Fall Board Meeting last November,your Board of Trustees voted to form an ad hoc Strategic Planning Committee. The committee was formed last fall. That committee held its startup meeting on Feb. 4, 2019 in Austin. Quality Leadership. The first step in forming the Strategic Planning Committee was to find a qualified leader to chair the committee. We needed someone with knowledge of the water industry and AWWA and TAWWA, a career with a water utility or a service provider, and a proven leader. We were exceedingly blessed when Charles Anderson agreed to be the Chair of the Strategic Planning Committee. Many of you already know Charlie (I first met him in 1981 when I was a fledgling engineer) and that

Texas SectionAmerican Water Works AssociationP.O. Box 80150Austin, Texas 78708www.tawwa.org

Ron Tamada, Chair469-499-6152

Elston Johnson, Chair-Elect512-809-7552

Melissa Bryant, Vice-Chair210-302-3611

Bruce Curtis, Imm. Past Chair972-602-1001

Mike HoweExecutive Director/Secretary-Treasurer512-238-9292 Fax: [email protected]

This publication is distributed bi-monthly to the more than 3,500 members and friends of the Texas Section – American Water Works Association.

Contributing writers can contact the editor:Cliff AveryGCP Association Services, LLCPO Box 676 Pflugerville, TX 78691512-251-8101 Fax: [email protected]

The publication name, TexasH2O: © 1996-2019Texas Section – American Water Works Association, Inc.

© 2019 Texas Section – American Water Works Association, Inc.

FOLLOW TAWWA ON FACEBOOK AND TWITTER!

Texas AWWA @txawwa

RON TAMADA469-499-6152

[email protected]

| 4 | JANUARY/FEBRUARY 2019 TEXASh2o www.tawwa.org

| letter from the texas section chair |

CONTINUED PAGE 28 | letter from the texas section chair

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Talking Water – Talking TrustBY MIKE HOWEtawwa executive director

The average citizen expects any organized community to provide safe water as a matter of course. He accepts water as he accepts the air he breathes.

Most water works executives have been content to let their work speak for itself. You know that the flow of water is so casually accepted by your fellow citizens is no happy accident. It's the result of efforts which should be a source of interest and concern to every man, woman and child. They will be interested if you give them a chance. These words were written in 1954 in the AWWA Journal by Jack Mannion, a former AWWA Executive Director. Jump forward more than 60 years later, and just as many initiatives, we as water professionals realize we still do not tell our story very well. We particularly don't focus on our ratepayers unless we need them to understand why utilities need higher rates to fund infrastructure or daily operations. As many of you know, I spent about ten years of my career working as the Community Relations Manager for Austin Water, including about a year as the PIO for the entire City of Austin. Communicating water issues to the public is close to my heart. I also taught Risk Communications for utilities and at one time was introduced as "a national expert on water communications." I’m not sure who first said that,

or if it was true, but finding ways to make utilities better at communications is still part of my mission. Much has been written about how we should value water. And, how do we build confidence in our water systems when the occasional disruption or issue at any water system in the country reduces confidence in water systems everywhere? We all know there are numerous books, articles, materials and "experts" to help "educate" ratepayers on why utilities need to raise rates. So, what’s the problem? We all know that water is a bargain and rates should be higher. Just raise the rates. And, update your resume! Kidding aside, what can a utility do to maintain confidence with their customers and, when necessary, find support for increased rates to maintain their system? It is not as hard as you think. Simple, inexpensive steps can go a long way. But, you can’t succeed unless you commit the time, or staff time, and funds from the beginning. The approach has to be proactive, not reactionary. You do the work in good times so if something goes wrong, or if you need to propose a rate increase, then you have already laid down the fundamentals of doing the one most important thing of all—building trust. TRUST. Think of it this way. In most communities, your utility is the single water supplier. You are running a monopoly. If a customer wants water or sewer service,you are it. No options—just you. But, in exchange for that monopoly you promise to deliver the highest

| executive director report |


MIKE HOWE512-238-9292

[email protected]

CONTINUED PAGE 22 | executive director report

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| best practices |

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documenting customer calls or complaints. It also briefly discusses the protocols to address customer complaints. The protocols and templates provided herein are guidance public water systems could use to collect consistent and detailed information regardingwater quality complaints. This information will not only serve to inform the public water system response

CONTINUED PAGE 24 | best practices


| algal blooms |

CONTINUED PAGE 18 | algal blooms

Most drinking water utilities enter high-alert mode upon testing positive for microcystin. Staff at the City of Wichita Falls Water

Purification Laboratory responded calmly when they received that dreaded phone call in July 2018 because of their progressive approach to monitoring cyanobacteria.

In Texas, climate conditions are conducive to harmful algae blooms (HABs) as well as taste-and-odor events with increasing frequency and intensity. Warm

summers and mild winters allow cyanobacteria to thrive in this region. On a national scale, US Environmental Protection Agency (USEPA) regulations are moving toward requiring cyanobacteria monitoring.Proactive drinking water utilities are seeking a streamlined approach to monitoring cyanobacteria and nuisance algae.

Using an Integrated Approach to Monitor Algal Blooms

BY HUNTER ADAMS, SAM REEDER & MARK SOUTHARD, city of wichita fallsFRANCES BUERKENS, fluid imaging technologiesASHLEY COTTRELL, texas state university

One drinking water utility found a comprehensive, cost-effective strategy for monitoring toxin-producing cyanobacteria that can harm water quality.

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To be eligible for rewards, make sure your name and email address are included on the membership applications of everyone you refer. The rewards start rolling with the very first person you bring in. Track your recruits in "My Account" on awwa.org.

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| benchmarking |

CONTINUED PAGE 16 | benchmarking

Top 5 Myths about Benchmarking Your Utility’s Performance BY FRANK ROTHalbuquerque/bernalillo county water utility authority

Water utilities that benchmark their performance gain valuable insight into where they stand in the marketplace and what

strategies can improve their success. However, those who hesitate to participate in AWWA’s Utility Benchmarking Program lose this valuable advantage. These benchmarking myths were compiled at the 2018 Utility Management Conference to help utilities better understand the process.

Myth #1 – Benchmarking doesn’t apply to us because we’re unique. Because every utility is unique, AWWA’s Utility Benchmarking Program applies well-defined, time-tested performance indicators specific to the water sector. Your utility’s practices are compared with others of similar size, geographic location, or treatment processes. The Benchmarking Program uses metric data definitions and calculation methods refined over 15 years for more than 40 performance indicators

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| benchmarking |

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Myth #2 – The survey results are not specific enough for us to use. Your utility’s performance indicators are compared against aggregate data for participating utilities in the same service group. Your customized report highlights specific areas where performance can be improved, and practices or policies can be established or revised. In addition, benchmarking comparisons can be an effective way to demonstrate your performance to stakeholders such as customers, boards, city councils, and regulators.

Myth #3 – The survey takes too much time to complete. You have approximately 12 weeks between January and April 1 to compile your responses. Start by determining which measures are most relevant for your utility, then regularly track and evaluate the

results and link them to improvement strategies. The process also can be used to report on customer and environmental targets, communicate with stakeholders, compare with other utilities, and link to industry-wide frameworks such as Effective Utility Management (EUM)

Myth #4 – Our utility is slow to change. Benchmarking data supports change because it clearly shows where there are inefficiencies and what revised performance targets are possible. You can develop specific improvement plans and use benchmarking to measure outcomes. Utility decision-makers can link AWWA performance metrics to internal strategic plans, asset management, levels of service, maintenance programs, regulatory achievement, and overall performance management. Many of these performanceassessment programs can be found in the EUM and the AWWA’s partnership programs for Safe Water and Clean Water.

CONTINUED FROM PAGE 15 | benchmarking

Myth #5 – The survey is more useful for larger, resource-rich utilities. All sizes of utilities from the U.S., its territories, and Canada participate in the survey. Results are aggregated so they can be generalized for all utilities, regardless of size. AWWA also analyzes outliers to determine if unusually high or low values were intended as reported. All data and information exchanges are based on useful, predictable and common definitions of data and practices.

Now that these benchmarking myths have been busted, sign up today for AWWA’s Utility Benchmarking Program at https://www.awwa.org/Resources-Tools/Programs/Benchmarking.


| benchmarking |

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| algal blooms |

Investigate Before Taking ActionNo single method answers all the fundamental

questions needed to make cyanobacteria treatment decisions and ensure a safe water supply. Those questions include the following:

1. Are cyanobacteria present in the reservoir?2. What quantity of cyanobacteria are present?

3. Can the species produce toxins?4. What is the concentration of cyanotoxins?5. How do we know if we have a problem?

The City of Wichita Falls poses these key questions to identify nascent problems. When a cyanobacteria spike occurs, it is important to treat a reservoir while contamination levels are at barely detectable limits to diminish large-scale Microcystis outbreaks and cyanotoxin issues.

An Integrated Monitoring ApproachThe city incorporated FlowCam, a

flow imaging microscope from Fluid Imaging Technologies, with three other methods—quantitative polymerase chain reaction (qPCR) with the CyanoDTec from Phytoxigene,liquid chromatography–tandem mass spectrometry (LC-MS/MS) outsourced to a private laboratory, and gas chromatography–mass spectrometry(GC/MS) from Thermo Fisher Scientific—in an integrated strategy to monitor two lakes and one holdingreservoir. The methods build on one another. Some are used multiple times each week for triage, whereas other methods, such as LC-MS/MS, are used only on an as-needed basis because of the high cost per sample.

Flow Imaging Microscopy. The city uses a FlowCam—a semi-automated microscope—to run samples three times each week in the summer and once each week in the winter. The instrument is used to identify and enumerate filter-clogging algae, taste-and-odor algae, and cyanobacteria. Besides an initial capital investment, there is no cost per sample and no limit to the number of samples that can be analyzed. The flow imaging microscope works quickly; it used to take the city three to four hours to do algae counts in the summer, but now

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| algal blooms |

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it takes 15 minutes.Elevated counts for filter-clogging diatoms or taste-

and-odor producers are used to trigger immediatetreatment. Anabaena concentrations of 100–200 chains/mL indicate an oncoming taste-and-odor event. Microcystis concentrations of 500 colonies/mL trigger immediate qPCR tests. Due to the size of Texas, every region is different, so other utilities may find different counts have different effects. It is not a one-size-fits-all situation, especially with water quality variation and limited USEPA guidance.

qPCR. The city uses qPCR once each week to confirm if cyanobacteria in samples have toxin-producing genes. Having Microcystis in a sample does not mean the source water will have the neurotoxin microcystin. If the toxin-producing genes are not present or activated, then microcystin will not be present. In fact, Wichita Falls sees Microcystis, Anabaena, and Oscillatoria in its reservoirs, and all three can produce microcystin. A flow imaging sample in July yielded 400 chains/mL of Oscillatoria, justifying an immediate qPCR test. The qPCR test that followed showed that microcystin-producing genes were present. The qPCR test costs $50 per sample and takes 40–60 minutes to yield results.

PCR is a positive/negative test, whereas qPCR is quantitative. The qPCR test establishes a calibration curve to quantify results. The qPCR results in July 2018 showed a detection with the PCR curve, but the cycle time was later than the lowest calibration standard. This showed that microcystin-producing genes were

Fig 1: Anabaena images captured by FlowCam during the algae bloom in June (Fig 2)

CONTINUED PAGE 20 | algal blooms


| algal blooms |

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present at >20 copies/µL, but at a rate lower than their lowest calibration level. Despite the low levels, city staff played it safe and confirmed toxicity levels with an LC-MS/MS test.

LC-MS/MS. If the qPCR results are positive for the presence of toxin-producing genes, it is time to do a toxin test. For example, one city sample tested positiveusing an LC-MS/MS toxin test for microcystin. The toxin’s concentration in lake and tap water samples was below the lowest calibration standard, tagging 0.015 μg/L.

LC-MS/MS analysis is currently conducted by a third party for Wichita Falls, with a standard turnaround time of two weeks (or five days at double the price). Microcystin and nodularin are analyzed by USEPA 544, and cylindrospermopsin and anatoxin are analyzed by USEPA 545. The battery of toxin tests for three samples (raw surface water and two plant samples) costs around $900.

Only two events to date have warranted a toxin test, a record that has made it cost-effective to outsourcesample analysis. FlowCam data and qPCR test resultsare used to justify doing or skipping a toxin test. More than one type of toxin test is available, and the enzyme-linked immunosorbent assay (ELISA), a well-known method, is a lot cheaper than LC-MS/MS.

However, ELISA results are not always reliable. When it comes to public safety, reliability is critical. Thus, the city’s team uses mass spectrometry, as LC-MS/MS results are reliable.

GC-MS. GC-MS analyses are also part of the toolkit the city of Wichita Falls uses to monitor taste-and-odor taxa. These analyses run three days each week to monitor 2-methylisoborneol (MIB) and geosmin, which are common taste-and-odor compounds in drinking water. A flow imaging count exceeding 200 chains/mL for Anabaena may indicate a taste-and-odor event

Fig 2: Algae counts measured by FlowCam saw elevated levels of Anabaena in June. A spike in Anabaena is used as a predictive indicator of an impending taste and odor event, as it often correlates with a spike in geosmin (Fig 3)

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CONTINUED FROM PAGE 19 | algal blooms


| algal blooms |

is on the horizon because geosmin has been seen to increase with high Anabaena counts.

Wichita Falls treats its water with powdered activatedcarbon (PAC) to remove geosmin and MIB. Treatment with PAC is initiated when GC-MS results confirm the taste-and-odor compounds are present. Outsourcing sample analysis costs around $200/sample for MIB/geosmin. The fastest turnaround time for sample results is one hour per sample. In a normal run, results for the entire sample set are available by the beginning of the next workday.

This strategy has prevented larger outbreaks, compared to the previous years, and has all but eliminated taste and odor customer complaints. It has been 849 days since Wichita Falls’ last taste and odor outbreak. In that time, there have been five taste and odor events that warranted increased treatment with PAC. Promoting these numbers helps the city and customers appreciate what their water provider is doing for them.

Getting the Job DoneIn Texas, Wichita Falls faces formidable ecological

conditions that are conducive to significant cyanobacteria blooms and taste-and-odor events. The city’s water quality team has put the best technologies to work to keep its water clean and clear and its consumers happy. Using an imaging particle analyzer is part of an integrated, economical approach that incorporates many data points and several testing strategies while using an intelligent combination of resources.

As this municipal example shows, no single test will provide all the answers. A comprehensive analysis is

necessary. This strategy has reduced outbreak size compared with previous years and has all but eliminated taste-and-odor customer complaints. It’s been nearly two years since Wichita Falls’ last taste-and-odor outbreak. Increasing that number is one of the city’s primary water quality goals.

Fig 3: GC-MS test results confirm elevated levels of geosmin in June, which correlates with the spike in Anabaena (Fig 2)

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quality water, fire flow, customer service, transparency in operations, sewer service and treatment (if part of your system), stewardship of your source water and protection of the environment. That IS what you do! Pretty heady stuff. And, to the best of your ability, as a professional, you keep rates as low as you can but high enough to operate and to sustain your system. People trust you to do that. Never forget the single most important thing YOU do. Protect public health. OK, in the most simple way, I just defined what you do, 24/7/365. So why doesn’t everybody love you? In all honesty, you have let them take you for granted. Like any relationship, you have to work at it. You have to make the public understand that what you do is important and without you, well the entire community could just go away. Don’t laugh. No water, no community, no businesses, no jobs and it’s

all downhill from there. But, how do you tell your story? How do you build trust? How do you deal with the press? How do you deal with social media? Can’t I just do my job and treat water all day? Let me answer all of these questions in reverse order. Sure, you can do your job and treat water all day. But, there is a high risk with that approach. Many of you have seen that risk face-to-face and wish you had been better prepared. And, that leads to the answers to the rest of the questions: How do you tell your story? How do you build trust? How do you deal with the press? How do you deal with social media? First, you decide you are going to do it. Then, like any project, you plan. You develop a Communications Plan. It can be simple. It will likely need some staff time committed to it. It will need a plan on press relations. It will . . . Ya' know, I don’t need to, nor do I have the space here to outline a plan. There are lots of resources to get you started, but here is one that is above the

"You learn more than just theory and what's possible. You gain a roadmap of how to take yourself there." George Hawkins, CEO of Moonshot, LLC and Catalyst2018 speaker

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CONTINUED FROM PAGE 6 | executive director report

| swift program |



others. It is the Catalyst 2019 Program, best described by our partners, SAWS and Rogue Water as,

"an intimate masterclass program designed for water educators by water educators. Our goal is to empower water educators from across the state of Texas with the ABCs of water education and communication."

There's still time to register for a competitionat Texas WaterTM 2019!

Sign up online at www.txwater.org/competitions_2019.cfm

Junior Meter MadnessThe Junior Meter Madness Contest matches students from high school environmental programs, for a test of their meter-assembling skills and dexterity.

Meter MadnessContestants race to assemble a 5/8-inch meter from loose parts and test for leaks. The winner represents Texas at the 2019 AWWA national competition.

Top OpsWater operations personnel can impress their co-workers and dazzle their bosses with their technical knowledge by competing in this quiz show-style event. The winning team advances to the 2019 National Top Ops Competition at the AWWA Annual Conference.

Pipe Tapping ContestFour-person teams from across the state compete to determine who will represent Texas at the 2019 AWWA National Pipe Tapping Competition.

Best-Tasting Drinking Water ContestThe Best-Tasting Drinking Water Contest brings together entries representing utilities across Texas. A panel of celebrity judges will grade the samples. Along with Texas bragging rights, the winning entrant competes at the 2019 AWWA Annual Conference and Exhibition.

This year the program will be June 19-21, in San Antonio. You can find out more and register here:www.roguewatergroup.com/catalyst/2019summit We helped start the first Catalyst last year, and continue to provide support and scholarship registrations as needed. It is important to us because making utilities better at what they do is part of our mission. We believe it is part of the trust you put in the Texas Section AWWA.


| best practices |

CONTINUED FROM PAGE 9 | best practices

measures but will also provide more detailed information that will allow patterns and trends to be tracked over time.

Customer Complaints DocumentationAn efficient customer complaint documentation and

response system includes standardized data reception, handling, data analysis, and response. The critical components of such a system include single point of contact, trained and committed staff to receive and handle customer calls, use of uniform coding and terminology to record complaints, established investigation and analysis procedures and protocols, effective electronic data management, consistent communication with customers, and continuous assessment, improvement and training.

Most public water systems have their own forms and methods to receive and respond to customer complaints. A typical Customer Complaints Documentation Form is included on the following page.

This form captures a wide range of potential customer complaints that include pressure, leaks, and water quality. Water quality complaints can be triggered by changes in visual appearance (such as color and clarity) and other sensory aspects (such as taste and odor), among other things. The form assists with recording the customer feedback using uniform coding and consistent terminology which will enable consistent data analysis and early identification of trends. Information gathered from customer complaints can be stored and analyzed using tools such as geographic information system (GIS). Storing and analyzing historical customer feedback will assist with identifying patterns, tracking seasonal variability, and developing procedures to effectively address customer complaints.

Customer Complaints Response ProtocolsCustomer complaints can be of different types:• Operational complaints, such as low water

pressure, water leaks, etc.

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CONTINUED PAGE 26 | best practices


| best practices |

TYPICALCUSTOMERCOMPLAINTDOCUMENTATIONFORM

CallReceivedBy Date Time

CUSTOMERINFORMATION

Name Phone

Address☐ IndependentHome

☐ Apartment

☐ Business

NATUREOFCOMPLAINTRepeatComplaint Frequency Location ☐ Taste&Odor ☐ Color&Clarity

☐ No ☐ Recent ☐ Kitchen ☐ Earthy/Musty ☐ Yellow

☐ Yes ☐ Intermittent ☐ Bathrooms ☐ Metallic ☐ Brown

☐ Continuous ☐ WholeHouse ☐ Chlorine ☐ Red

☐ LowPressure

☐ Chemicals ☐ Black

☐ Grassy/Fishy ☐ Rusty

☐ Swampy/RottenEgg ☐ Particulates

☐ White/Milky

Ifyes,datelastcomplaintreported

☐ Other ☐ Other

☐ Other

☐ Other

☐ Leaks

PREMISEPLUMBINGINFORMATIONAgeoftheHouse Builtin:☐ 1970s ☐ 1980s ☐ 1990s ☐ 2000s

☐ Iron ☐ Copper ☐ PVC/Flex ☐ Don’tKnowPipeMaterialsintheHouse

☐ Other,pleasespecify

☐ None

☐ Watersoftener ☐ Reverseosmosis(RO) ☐ Carbonfilter

HomeTreatmentSystem

☐ Yes,pleasespecify:

☐ Other

FOLLOW-UPACTIVITIESMaintenance CustomerFollow-up

☐ Discusswithcustomerservicestaff ☐ Flushcoldwatersystem

☐ Inspectsystem ☐ Flushhotwatersystem

☐ Conductlocalizedflushing ☐ Yes

☐ Collectandanalyzewatersamples

☐ Hascomplaintbeenresolved?

☐ No

☐ Discusswithcustomer

☐ Other

☐ Other

STATUS

COMMENTS


CONTINUED FROM PAGE 24 | best practices

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• Water quality complaints related to aesthetic quality of water.

• Billing or metering related complaints.

Based on the nature of the complaints, the complaints are directed to the appropriate departments/entities: operational and water quality complaints would be directed to Public Works or other designated entity and billing complaints would be directed to Fiscal Services. The operational and water quality customer complaint response process typically involves documenting complaint, initiating work orders to address the complaint, notifying the customer after the appropriate response activity has been completed, logging the complaint and any physical changes to the water system in the GIS system/database, and closing out the work order. A flow chart illustrating a typical

customer response protocols is included in the following page.

A critically important step in handling customer complaints is to ensure that the customer is followed up with after the initial call and complaint is logged. This process is crucial in establishing and maintaining the customer’s confidence in the public water system. This phase is vital regardless of the stage in the process as it provides assurances that the customer has not been forgotten about and that their issue is being actively attended to.

SummaryTracking customer complaints using systematic

forms and approach will assist in detecting changes in delivered water quality, identify impacts of distribution system operational changes, measure effectiveness of flushing programs, determine when and where main breaks occurred, identify any closed valves in the system, and assist with determining the extent of impacts (i.e., system-wide versus localized).

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| best practices |


TYPICALCUSTOMERCOMPLAINTRESPONSEPROTOCOL

| best practices |


he has been in the water industry for about 47 years. Much of that time was spent with the City of Arlington where he served as water treatment manager, water utilities director and deputy city manager. In 2005 Charlie retired from municipal service and joined CDM Smith beginning his consulting career. Oh, and along the way, Charlie served as the Texas Section Chair in 2002-2003 and in 2012 he served as President of AWWA. Throughout his career he has shown that he can get things done and lead others to do the same. In terms of character and qualifications, it doesn’t get any better than this. Quality Committee Members. In my last TEXASh2o article I talked a little about the process to select the Strategic Planning Committee members. We wanted to have a committee that reflected TAWWA and our commitment to diversity and inclusion. The commit-tee includes both genders, different ages, varied work backgrounds and as much geographical representation as we could muster. Members were appointed and invited. I appointed some of the section leadership, and every chapter or region of TAWWA was invited to nominate someone to serve on the committee. The nominations described the nominee’s background, AWWA activities and why that person should serve on the committee. We received outstanding nominations from many parts of the state and accepted every one of them.

There are 24 members of the Strategic Planning Committee. Charlie felt that it was important to have as much representation as possible, and I agree with him. I am confident that the committee members will use their diverse experiences, backgrounds and strengths to make important contributions to our strategic plan. Here is a list of our ad hoc Strategic Planning Committee members:

• Ron Tamada, TAWWA Chair• Charlie Anderson, Ad-hoc Committee Chair• Elston Johnson, TAWWA Chair Elect & Ad-hoc

Committee Vice Chair• Mike Howe, TAWWA Executive Director• Fiona Allen, Water Utilities Council Chair• Christianne Castleberry, Education Division Chair• Donna Howe, Membership Committee Chair• John Keane, Southeast Chapter President• Joel Klumpp, Regulatory Agencies Division Chair• Alissa Lockett, Engineering & Construction

Division Chair• John Logan, Young Professional Committee Chair• Sherif Mabrouk, Capitol Area Chapter• Charlie Maddox, Water Science & Research

Division Chair• Jennifer Nations, TAWWA Water Conservation and

Reuse Division Chair• Wayne Owen, Water Resources Division Chair• Theresa Pedrazas, TAWWA Mentoring Committee

Chair• Atzuko Reveles, Desert Mountain Chapter Past

President• Shay Roalson, Regional Activities Committee Chair• Dean Sharp, Management Division Chair• Jerry Snead, Distribution Division Chair• Greg Swoboda, South Texas Region Trustee• Mia Welch, North Central Texas Chapter President• Terry Winn, East Texas Region Trustee• Crystal Ybanez, Coastal Bend Chapter Vice President

The Section Chair’s Charge to the Committee. At our startup meeting Charlie gave me some time on the meeting agenda to share my vision and charge for the committee. I will close with the four parts of my charge to the committee. As I told the members at the meeting, the charge was developed around some old

The TAWWA Strategic Planning Committee members at its startup meeting on February 4 in Austin.

CONTINUED FROM PAGE 4 | letter from the texas section chair




sayings because, well, I’m old. One. Remember to dance with those who brung ya. TAWWA is the members. Each goal, objective and task that the committee develops should in some way improve or enhance the value of our membership. Two. Remember your roots. The TAWWA’s mission statement has three components: protecting public health through safe, sufficient drinking water supplies, influencing and informing governmental policies, and educating our members and the public. AWWA has five core principles: protect public health, safeguard the environment, share best practices, inspire innovation, and foster diversity and inclusion. Our strategic plan should not stray from these values and should seek to incorporate them as appropriate. Three. Share the love. I hope this ad hoc experiencewill provide the opportunity for the committee members to develop new friends and colleagues as they work together. Also, I ask that the committee include as many Texas Section members and groups as practicable to implement or execute the strategic plan.

This is not theirs to carry; it’s ours. Four. Leave the wood pile higher than you found it. All the goals, objectives and tasks should result in a better Texas Section. There may be the temptation to include something just so we can say we covered it, but if it doesn’t really make us better, leave it for later. Since we all have day jobs (except yours truly), we have only so much effort to devote to achieving the strategic plan goals. Let’s work on the items that truly make us a more vibrant organization. Finally, a good word about Texas WaterTM 2019. If you’re considering attending Texas WaterTM 2019 in Houston, please do. An excellent technical program, numerous networking opportunities, exciting competitions, a huge number of exhibits, special plant tours and a whole lot more await you. I’ve had the privilege of attending most of the local planning committee meetings led by WEAT’s Shannon Dunne and TAWWA’s Drew Molly. The entire committee has been fully engaged since day one with the goal of providing all of us with the best conference possible. I believe they have succeeded. See you in Houston April 2-5, 2019.


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3rd Annual "Tappin' It In Texas" Pipe Tapping Competition

Thursday, March 215 pm

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Team, sponsor and attendee registration is available at

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Proceeds go toward the TAWWA Fund for Operators


| new members |

Gineida AcevedoFort Worth, TX

Robert AdamsAustin, TX

AEI EngineeringHouston, TX

Aquilla Water Supply DistrictHillsboro, TX

Brooke BatchelorHouston, TX

Raneem BizriLubbock, TX

Greg BowenHouston, TX

Roy BuchananLongview, TX

Juan BujanosBrownsville, TX

Brian BurnsWills Point, TX

James BusbyMidland, TX

Robert CanterburyHarlingen, TX

Erik CastilloMcAllen, TX

City of BowieBowie, TX

City of CooperCooper, TX

Joe CokerLewisville, TX

Bradley DanielsHillsboro, TX

Frank DesrochesSan Antonio, TX

Elijah DorminyIrving, TX

Greg FiserHouston, TX

Veronica GalindoEl Paso, TX

Abel GarciaEl Paso, TX

Lorna GibsonGrapevine, TX

Bridgett GreenHouston, TX

James GriffithRound Rock, TX

Russell GrubbsDickinson, TX

Kyla HarringtonGeorgetown, TX

Darrell HartwickDickinson, TX

Jerri HeitRound Rock, TX

Paul HightowerBastrop, TX

Michael HinesDallas, TX

Emily HowseCooper, TX

Gaurang JairwalaLeague City, TX

Tim JamesRichardson, TX

Andy LaiMidland, TX

Vincent LealFort Worth, TX

Rene LeonEl Paso, TX

Shawn LodenRosenberg, TX

Melissa LoydCollege Station, TX

Ethan LutzDallas, TX

Joanne MacdougallHouston, TX

Robert McDonaldGrand Prairie, TX

Thomas McGarrDallas, TX

Ronald MickAustin, TX

Dynnie MitchellPearland, TX

Paul NeuhausTyler, TX

Zachariah OommenHouston, TX

Miles PearsonDiana, TX

Akash RathodCoppell, TX

Jonathan RobinsonGrand Prairie, TX

Justin RodriguezTomball, TX

Roy RodriguezDayton, TX

Henry RomansAmarillo, TX

Lisa RosendorfEl Paso, TX

Alberto RubioRound Rock, TX

Prachi SalekarBryan, TX

Juan SalinasCedar Park, TX

Shawn SchornNew Braunfels, TX

TAWWA Welcomes New Members Joining Dec. 1, 2018–Jan. 31, 2019

Sean SchreiberMarble Falls, TX

Haden SimmonsLongview, TX

David SmithBenbrook, TX

Cora SnyderGrand Prairie, TX

Allen SparksCypress, TX

Richard SteadmanCypress, TX

Keith StephensLinden, TX

Kyle SuggPantego, TX

Giovanni TavernaGrapevine, TX

Douglas TaylorGrand Prairie, TX

Alex TrevinoGregory, TX

Jillian Velasquez-ShipEl Paso, TX

Ashley WaitsIrving, TX

John WoodworthMansfield, TX

Hesam ZamankhanDallas, TX

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| awwa election results |

At it's annual winter meeting Jan. 26 in Vancouver, B.C, AWWA’s Board of Directors elected Melissa Elliott as the next president-elect. She is a member of the Rocky Mountain Section and is a manager at Raftelis Financial Consultants.

The four vice presidents elected are:• Elizabeth Carter is the director of the Rocky Mountain Section and a principal engineer at Aurora Water in

Colorado.• Richard Hope is the director of the Wisconsin Section and a senior vice president at AECOM in Stevens Point,

Wis.• Lee Anne Jones is the director of the Ontario Section and a senior project manager at Jacobs in Toronto,

Ontario.• Greg Lukasik is the director of the Montana Section and an associate principal at Great West Engineering in

Billings, Mt.

Cheryl Porter was elected as director-at-large. She is a member of the Michigan Section’s Government Affairs Council and is the chief operating officer for Great Lakes Water Authority in Detroit.

AWWA Board of Directors Officer Election Results

TAWWA Legislative Lunch Breaks

Join TAWWA Executive Director Mike Howe and Heather Cooke, TAWWA Legislative Committee Chair, for a series of Legislative Lunch Break

webcasts. These very popular webcasts are a fast and informative way to keep up with what is going on at the State Capital.

Though these webcasts are free to TAWWA members, you must register in advance at www.tawwa.org.

The next webcast is March 11 from 12:30-1:30 pm (Central Time).Register today at www.tawwa.org!

Mark your calendar for future legislative webcasts (we'll post registration information for these later on):

April 15: 12:30-1:30 pm May 13: 12:30-1:30 pm

Wrap up on June 25: 12:30-1:30 pm


To Whom It May Concern: I want to tell you about an exciting event where you have an opportunity to make a difference This year we are helping to make a difference as part of the Water For People Texas Committee held at the Texas Water Conference™ 2019 in April, which is being held at the George R. Brown Convention Center in downtown Houston, TX. This is the Largest Regional Water Conference in the U.S. The Water For People committee of the Texas American Water Works Association (TAWWA) and the Water Environment Association of Texas (WEAT) is conducting a silent auction, and all proceeds will go directly to Water For People. Please consider a donation to our auction, and bring us one step closer to ending the cycle of water and sanitation poverty for good. Through partnerships in the countries where it works, Water For People’s goal is to reach total water and sanitation coverage in entire regions. To create sustainable solutions, Water For People engages families, communities, government entities, and local businesses to plan, finance, build, operate, and maintain their own systems so that they last well into the future, without additional support. You can find brief 2-5 minutes videos by clicking on the blue text that follows for positive examples of the work being done around the world through Water For People, a global non-profit with a revolutionary mission of water and sanitation for every family, every school, and every clinic in which it works! Water For People insists on remaining for generations, gaining district-wide matching support, employing locals, and empowering women. Rest assured that we are accountable to all our supporters. For fifteen consecutive years, Water For People has earned a four-star rating from Charity Navigator, America’s leading charity evaluator for fiscal responsibility, and a distinction that less than 1% of charities have achieved. We hope that you share in our vision to bring world-wide water and sanitation, and we hope that you will take the first step by contributing to our cause. Included below is our “In-Kind Donations” form. Please email a copy of the completed form prior to sending the item, or visit the Texas Water 2019 website and complete the online form: https://www.txwater.org/wfp_auction_submission_2019.cfm. I will then follow up with you to discuss the best way to secure your donation item. If you have questions, please feel free to call me at 713-423-7313 or email me at [email protected]. Again, we sincerely appreciate your previous donation, and your consideration for support. Sincerely yours, Texas Water 2019 – Water For People Committee Co-Chairman Christopher Varnon, P.E. P.S. – All items donated are tax deductible. Water For People is a 501(c)3 nonprofit organization

Details:

• Silent Auction items can include tickets to sporting events, art,wine, clothing, professional memberships, electronics, gift cards,etc…

•

•

Monetary donations and corporate sponsorships are welcome. Donations are tax-deductible up to the value of the item.The Texas WaterTM 2019 silent auction will take place on Wednesday and Thursday and will be located inside the exhibit hall.

• Bidding closes Thursday at 1:15 P.M. Most items will be displayedat the booth, and some items may be used as a prize in the raffle.

Water For People helps people in developing countries improve quality of life by supporting the development of locally sustainable drinking water resources, sanitation facilities, and hygiene education programs. The vision is, “A world where all people have access to safe drinking water and sanitation, a world where no one suffers or dies from a water – or sanitation – related disease.”

www.waterforpeople.org

FOR MORE INFORMATION, FOR SPONSORSHIP, OR TO MAKE A DONATION, PLEASE

CONTACT:Christopher Varnon

Tel: 713.423.7313 - [email protected] https://www.txwater.org/wfp_auction_submission_2019.cfm

WATER FOR PEOPLE NEEDS YOUR HELP!!! Please donate to the Texas WaterTM 2019 Silent Auction

Water For People Silent Auction Texas WaterTM 2019

April 2-5, Houston, TX

Want to volunteer at the auction? Let us know!


| classified |

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BRIEF JOB DESCRIPTION: Under supervision of the Project Manager, perform acoustic leak detection on various water distribution systems, water conservation consulting and GPS data collection services.

EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES:• Leak detection and water distribution field knowledge:

1 year experience • Water Distribution license preferred • Knowledge of GPS applications and data collection• Must be proficient with computer skills and applications• Must live in the Austin area to commute daily to SAMCO

office building• Able to travel and stay overnight while working on out-

of-town projects

Salary pending qualifications

Please go to website samco-leakservice.com under "Contact" tab and email application with resume to owner Sam Godfrey 512-751-5325 if you have any questions.

CLASSIFIED: SAMCO Leak Detection

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What’s Happening Across Texas

Want to share your event with the Texas water community? Contact Mike Howe, 512-238-9292, or [email protected].

Check the Section’s website, www.tawwa.org, for the latest information on Section activities.


| calendar |

DATE ACTIVITY TIME LOCATION INFORMATION

MAR 6 Bingo For BagsFundraiser 5:30 pm Aggie Park

San Antonio www.tawwa.org

MAR 11 TAWWA LegislativeLunch Break Webcast 12:30 pm Online www.tawwa.org

MAR 21 "Tappin' It In Texas" Pipe Tapping Competition 5 pm DN Tanks Facility

Grand Prairie www.tawwa.org

APRIL 2-5 Texas WaterTM 2019 George R. Brown CC Houston www.txwater.org

APRIL 27 9th Annual WFP Charity Volleyball Tournament 9 am Krieg Field Volleyball Courts

Austin www.tawwa.org

| calendar || calendar |

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