Vice President, Human Resources & Chief Diversity Officer
Mike Strohl
Senior Vice President, Chief Customer Officer
John Lucas
Vice President, Information Technology
Curtis Popp
Vice President, Customer Operations
COMPANY VISION:
Enhance the well-being of our customers, communities, and employees by providing unparalleled service now and for generations to come.
COMPANY MISSION:
We fulfill the Promise of the Trust to provide essential utility services for our customers and communities, maintain the lowest possible rates with sound financial management, and create the greatest long-term benefit through a unique business structure.
ENGAUGE
Engauge is published by Citizens Energy Group, Corporate and Public Affairs Department, under the direction of Shannon Stahley, Director of Corporate and Public Affairs. It is distributed to the company’s employees and retirees, and to other interested parties upon request. The Corporate and Public Affairs Department welcomes any ideas, comments, or suggestions from readers on how this publication might better serve you. Please email the Corporate and Public Affairs Department at alowe@citizensenergygroup.com or call 317.927.4336.
Editor: Adam Lowe
Contributors:
Zoya Barker
Susan Harris
Melissa Hehmann
Terri Zaichek
Graphic Arts:
Wayne Stohs
Joel Bustamante
2025 Healthy Citizen Awards
What is a Healthy Citizen?
A Healthy Citizen is an individual nominated by a coworker who believes they have made a significant wellness achievement and should be recognized for their accomplishments.
Examples of a significant wellness achievement:
• Accomplishes significant health improvement
• Actively participates in Citizens' Wellness Programs
• Is supportive and encourages healthy behaviors
• Is a healthy role model
• Participates in community events related to health and wellness What are the perks of being named a Healthy Citizen?
• Engauge recognition
• Monetary award (valued at $50) How do I nominate someone?
Vist https://bit.ly/healthycitizen25 or scan this QR code to submit your nomination:
PLACEHOLDER
We’re recognizing 19 individuals who retired from Citizens Energy Group in 2024. Combined, our retirees provided more than 500 years of service to Citizens!
MARK YOUR CALENDARS
Volunteer for the Annual White River Cleanup
April 26
Citizens employees, retirees, friends, and family are invited to join Friends of the White River for the annual downtown White River Cleanup. The cleanup will take place from 8:30 a.m. to 12:00 p.m. Free parking is available at Wendell Phillips Matchbook Learning School 63 (1163 N. Belmont Ave., Indianapolis). Post-cleanup beverages and snacks will immediately follow at Guggman Haus Brewing Co. Guggman is a family friendly restaurant so bring the kids!
Mini Marathon Pit Station
May 3
For the 12th year, Citizens will support a pit station inside the Indianapolis Motor Speedway before the first turn, helping refresh runners with water. All employees who participate are eligible to receive 25 Well Points for this event.
Greatest Spectacle in Pickleball May 16-17
The fourth annual Greatest Spectacle in Pickleball tournament, now part of the Citizens family of events, will benefit the Warm Heart Warm Home Foundation™. To guarantee T-shirt size, pay by Wednesday, April 23. Final registration is Wednesday, May 7. Registration is $55 plus $10 for each event.
Citizens Summer Celebration at Victory Field May 30
Citizens employees are invited to join colleagues, family, and friends for an evening of fun, including a picnic, baseball game, and fireworks! The game will be held on Friday, May 30. Tickets will be available for sale via iTrust.
Safety Day Events
Westfield: June 4
Thermal: June 5
Meter Readers (Langsdale): June 10
Belmont: June 11
General Office: June 17
Underground: June 24
Langsdale: June 26
Employees are invited to enjoy food and fun at any of the Safety Day events scheduled. You’ll earn stamps for activities and have a chance to win great prizes! Mark your calendars and stay tuned for our June safety-themed issue of Engauge. More details – including event schedules – will be posted on iTrust.
For More Information, Email Darren Baker: dbaker@citizensenergygroup.com
Corporate Challenge
June 20
Citizens employees are invited to take part in the 2025 Indiana Sports Corp Corporate Challenge, presented by Elevance Health. The event will take place at the Indianapolis Motor Speedway on June 20. With varied activities such as cornhole, total body fitness, homerun derby, pickleball, football toss, bucket golf, running and cycling, obstacle courses, soccer shootout, yoga, and Zumba, there is truly something for everyone! Employees must register via iTrust. Family members are invited to enjoy the spectacle and participate in family-friendly activities throughout the day.
For More Information, Email Alex Haberfield: ahaberfield@citizensenergygroup.com
June 30
For More Information, Email Adam Lowe: alowe@citizensenergygroup.com
Each summer, Citizens recognizes current employees and their family members who graduate from high school or college. To be sure you and/or your loved one don’t miss the chance to be included in the graduate section of the July/August Engauge, complete the graduate announcement form at https://bit.ly/citizens-grads by June 30. Be sure to attach a photo of each graduate!
CITIZENS FOR GOOD: VOLUNTEER SPOTLIGHT
Our volunteer spotlight is a chance to meet a Citizens Energy Group employee who is making a big impact in the community outside of their job. Citizens employees are encouraged to volunteer at Citizens-sponsored events, or at community organizations of their choice.
Meet Ann Shutters, Property Accounting Supervisor
Ann Shutters has been part of the Citizens team since November 2012. As a Property Accounting Supervisor, Ann manages the accounting transactions related to Citizens capital projects, fixed assets, and depreciation expenses. She also oversees annual tax compliance. Ann has volunteered with Premier Dance Company for more than five years. Ann shares, “volunteering allows me to meet new people and helps me contribute to society by supporting causes I care about.”
What sparked your interest in volunteering for Premier Dance Company?
I have been in the dance instruction space for more than 35 years. One of my previous students, Meaghan Molsberry, created a nurturing environment for younger dancers that I was interested in being a part of.
What has been your most rewarding experience volunteering for Premier Dance Company?
Most recently I received a valentine from a student that read, “Thank you for believing in me even though I don’t always believe in myself.”
What contribution or achievement are you most proud of?
I am always excited to use my talents as a CPA to help small nonprofits meet their goals. What motivates you to stay involved with Premier Dance Company?
This organization is always looking for ways to provide positive childhood experiences through dance, which is key to long-term improved mental and physical heath into adulthood.
Why do you feel volunteerism is important at Citizens Energy Group?
I think it is important to contribute to positive change in your local community. I love that Citizens connects its employees with various volunteer opportunities. I find that discovering new skills, building relationships, and having a sense of purpose are some of the key benefits of volunteering at Citizens.
You’ve volunteered for Citizens-sponsored events. What has been your favorite?
I have enjoyed my time volunteering at Gleaners.
What do you enjoy most about volunteering alongside your Citizens coworkers?
I love seeing what impact we can make as a group. At the end of each Gleaners session, I am always amazed at the large number of meals we were able to provide to those facing food insecurity.
About Premier Dance Company
PDC Boosters is a nonprofit organization operated by the parents of national competition dancers of the Premier Company at Premier Academy of the Performing Arts in Avon, IN. Their primary purpose is to help organize public fundraising, take part in community events, and foster small business outreach to raise the necessary funds for youth to compete in this athletic sport while fostering teamwork and developing leadership. The greatest need for Premier Dance Company today is a monetary need due to the rapidly rising costs to attend conventions, competitions, supplies, and travel. Premier Dance Company is entirely volunteer driven.
Jessica McCowan shares, “What we like most about having Ann with us is the authentic mentoring she provides our dancers of all ages. She models the skill of listening and responding with empathy. Hard work and diligence can be a difficult task and attribute for the younger generation to learn, but Ann makes it fun while helping them through the hard parts and elevating and encouraging them through the learning moments. We are so happy to have her with us and the impressions that she makes upon our children.”
Premier Dance Company Boosters ● Jessica McCowan, President ● jessmccowan7@gmail.com
WOMEN IN LEADERSHIP
In March, Citizens Energy Group proudly celebrated International Women’s History Month with the theme “Moving Forward Together! Women Educating and Inspiring Generations.” To honor this theme, we sought advice and lessons learned from women leaders across the Trust including Ann McIver, Director Environmental Stewardship; Dear Schramm-Satayathum, Senior Legal Counsel; Kenya McMillin, Community & Stakeholder Engagement Manager; Misty Douglas, Senior Manager of Employee Relations and Recruitment; Michelle Bennington, Manager of Gas Control; and Sara Mamuska-Morris, Vice President, Capital Programs & Engineering.
Who are the women who’ve inspired and mentored you, and how did they impact your growth?
Dear shares, “I was really inspired by my aunties here in the US and from my family’s home country. I’m not sure if the women from my family’s home country are assertive or if gender barriers are simply almost non-existent with education, or both, but I have the privilege to observe these ladies and many others pursue their careers while balancing family life.” Misty has been inspired and mentored by many women throughout her career. She shared, “They taught me the power of resilience. They challenged me to step outside my comfort zone, trust my instincts, and advocate for myself.” Kenya credits “five great women of Alpha Kappa Sorority, Inc.” and explains, “These boss women successfully navigated through their respective industries and are committed to mentoring women to thrive in theirs.”
What steps can organizations take to ensure that women not only get a seat at the table but are heard and valued?
Ann: “Organizations must continue to be intentional in recognizing that there are so many qualities and characteristics that make all of us who we are, including our voices. When I look at the collection of DiSC [behavioral assessment] profiles for the Environmental Stewardship team, it is dominated by the S/C styles [“Steadiness” and “Conscientiousness”]—more than 60 percent of the group, with women comprising half. Despite their tendency for reserve, this group of women are strong and capable, and their thoughts and opinions have value and can change the way we’re considering an issue. To hear those voices, we must be intentional.”
How do you maintain resilience and motivation during challenging times?
Misty: “For me, resilience and motivation come from focusing on my purpose. Challenges are always going to happen in every job, but I try to see them as opportunities to learn and grow. I also lean on my support system because they help me push through challenging times. I love what I do, and I’m reminded of my ‘why’ to keep me moving forward.”
What’s a piece of advice you wish you had received earlier in your career?
Michelle: “That it is ok to ask questions. Asking questions shows your willingness to learn and understand others’ opinions. The more questions you ask, the more you learn.”
Sara: “That career advancement isn’t necessarily a linear slope. There will be times, for reasons you may not think of right now, when you don’t get the promotion, or you take a different job at a lower salary, or you take one or more lateral moves within an organization. All of those steps are helping you to get to where you eventually want to be. If you expect sequential steps, you may get unnecessarily frustrated when life happens and there is a hiccup to your ‘plan.’”
Can you share a defining moment in your professional journey that shaped who you are today?
Michelle: “One of the most challenging and defining moments in my career was making the move to Gas Supply after being in IT for 15 years. Moving from a corporate environment to Operations was a big transition. I had a lot to learn and leaned on those around me to help. I learned the importance of working together as a team to identify and resolve issues.” Dear shares, “Each and every moment, regardless if at work or home, impacts my professional journey.”
How do you advocate for yourself in environments where your voice might be overlooked?
Kenya: “As a leader walking into the room, exude confidence, know who you are and what you stand for, and use your voice to strategically ask for what you want. Your voice can be your most valuable attribute as a leader. Your voice should influence, impact, and command attention. A point to always remember—when you think no one is listening, you have left a lasting impression on at least one person.”
What leadership qualities do you believe are essential for women to succeed in today’s workforce?
Sara shares, “I honestly think that being a woman in today’s workforce is a superpower. Women have innate abilities to multitask, to have empathy, to be inspirational, to collaborate, to be creative. These traits (based on studies) are ranked higher in women than men while intelligence, ambition, and hard work are often ranked similarly when comparing women to men. Women are making inroads in male-dominated career paths, and I think that leaning into what we do best is the best way to succeed.”
Sara Mamuska-Morris, Vice President, Capital Projects & Engineering, has been at Citizens for 24 years. She has Bachelor of Science degrees in mechanical engineering and materials engineering; an MBA in finance; and a Registered Professional Engineer license in Indiana.
Misty Douglas, Senior Manager of Employee Relations & Recruitment, has been at Citizens for 22 years. She holds a Bachelor of Science in business administration, an MBA, and SHRM-CP certification.
Ann McIver, Director of Environmental Stewardship, has been at Citizens for 26 years. She has Bachelor of Arts degrees in mathematics and criminal justice, a Masters of Public Affairs with a concentration in environmental management, and she is certified as a Qualified Environmental Professional.
Michelle Bennington, Manager of Gas Control, has been at Citizens for 35 years. She holds a Bachelor of Science in business administration.
Kenya McMillin, Community and Stakeholder Engagement Manger, has been at Citizens for two years. She has a Bachelor of Public and Environmental Affairs Management degree.
Dear Schramm-Satayathum, Senior Legal Counsel, has been at Citizens for two years. She holds a Bachelor of Science in mechanical engineering, an MBA, and a JD.
CELEBRATING OUR 2024 RETIREES
Congratulations to the 19 individuals who retired from Citizens Energy Group in 2024! In every March issue of Engauge, we recognize the prior year’s retirees for their service to the Trust. Thank you for your commitment to delivering operational excellence and outstanding customer service during your careers at Citizens. We wish you all the best in your retirement. Combined, our 2024 retirees provided nearly 500 years of service to Citizens!
Alton Atwater, Water Attendant
Retired in December 2024 after more than 36 years of service.
Alton began his career with Citizens in 1988 as a Laborer - Ovens, and held multiple roles throughout his career, including Yard Utility Person, Plant Support Station Helper, Turbine-Boiler Auxiliary Operator, Coal and Ash Handler, Utility Service Tech, Fitter “B” Hauler, and finally Water Attendant, the position from which he retired.
Kathryn Begley, Treasury Analyst
Retired in December 2024 after more than 24 years of service.
Kathryn most recently held the roles of Residential Contact Center Tier 1 Associate, Treasury Coordinator, and – at retirement – Treasury Analyst. Kathryn was integral in the Treasury integration process during the acquisition of Citizens water and wastewater utilities, as well as Westfield utilities.
Robert Donelson, Maintenance Foreman
Retired in December 2024 after more than 24 years of service.
Since joining the team in 2000, Bob managed the Chilled Water maintenance department. He was involved in five Chilled Water expansion projects including the recent Elanco project; he helped train new operators and maintenance staff on facility equipment; and he budgeted and managed long-range forecasts of equipment overhauls and conversions at all the Chilled Water plants.
Steven Edwards, Steam Distribution Operator
Retired in May 2024 after more than 23 years of service.
Steven’s career began with Citizens acquisition of its Thermal division in 2000, as a Unit Operator. During his career, Steven served as Utility Mechanical Maintenance, Stockperson, and, most recently, Steam Distribution Operator. Throughout his career, he helped the Thermal division maintain high levels of reliability for our customers in the downtown Indianapolis area.
Cheryl Francis, Customer Support Specialist I
Retired in May 2024 after more than 20 years of service.
Cheryl spent her entire career at Citizens in the Contact Center where she exemplified owning the customer experience and touched the lives of countless customers. She held multiple invaluable roles within the Contact Center, rising to meet the evolving needs of the department.
Karen Gee, Supervisor PA Training
Retired in December 2024 after more than 29 years of service.
Karen joined Citizens in August 1995 as a Customer Service Representative and held increasing levels of responsibility throughout her tenure. She spent her entire Citizens career in various areas of Customer Service. For the past nine years, Karen served in the role of Performance Assurance Training Supervisor. She worked closely with the Contact Center, training their associates in necessary skills, and she led development for new trainers, collaborating with the Training Developer as well as other areas of Customer Service.
Douglas Gladden, Leak Survey Inspector
Retired in January 2024 after more than 24 years of service.
Douglas Gladden began his career with Citizens in 1999 as a Gas Operations Laborer and served more than 24 years in the role of Leak Survey Inspector, ensuring the safety of customers and the reliability of service throughout the Indianapolis area.
Jeff Hansen, Director Wastewater Plant Operations
Retired in September 2024 after more than 23 years of service.
With 33 years in the utility industry, Jeff’s experience included managing chilled water plants for a decade. Jeff began his career at Citizens in 2000 as Customer Service Manager in the Thermal division. Since 2017, he served as the Director of Wastewater Operations. His contributions were pivotal in several major projects, including the 2011 transition of the wastewater system from the City of Indianapolis to Citizens.
Randy Higginbotham, Manager Westfield Operations
Retired in December 2024 after more than 10 years of service.
Randy began his career at Citizens in 2014 with the acquisition of Westfield utilities after having previously worked at the City of Westfield for more than 16 years. Over the years, he took on various roles with increasing responsibility. Since 2020, he has been Manager of Westfield Water and Wastewater Operations. He contributed to the successful integration of Westfield utilities into the Citizens portfolio as well as accommodating the utilities’ significant growth.
William Hill, Leak Survey Inspector
Retired in January 2024 after more than 35 years of service.
William began his career with Citizens in 1988 as a Laborer - Ovens. Throughout his time with Citizens, William held the roles of Environmental Repairperson, Coal and Ash Handler, Electric Mechanical Millwright, Utility Service Specialist, Stockperson, and Leak Survey Inspector, from which he retired.
Judy Jordan, Customer Support Specialist III
Retired in October 2024 after more than 22 years of service.
Judy joined Citizens as a Customer Service Representative in 2001. Judy was quickly promoted to a Team Leader within the Contact Center before becoming a Sales Associate in 2007”. In 2022, Judy joined a new team as Customer Support Specialist III to help support the representatives in the Contact Center via support chats and provide live assistance for both representatives and supervisors. Judy also worked with the billing department to schedule appointments for customers with meter issues.
John Kline, Transmission Controller II
Retired in December 2024 after more than 13 years of service.
John was instrumental in the delivery of potable water to customers throughout the Indianapolis community. His influence on the development and growth of the Central Control System will continue to benefit customers for years to come.
Lannie Meador, Gas Controller II
Retired in December 2024 after more than 44 years of service.
Lannie joined Citizens in 1980 and since then was responsible for providing a safe and reliable gas supply to customers.
Susie Mikels, Contact Center Supervisor
Retired in March 2024 after more than 22 years of service.
Frank Neal, Technical Specialist III Gas
Retired in May 2024 after more than 26 years of service.
Susie joined Citizens in 1980 in a rotational capacity, dividing her time between Customer Service, Billing, and Revenue Assurance in the Customer Service area. Susie left Citizens for a short time and came back as an Inside Sales Supervisor in the Marketing department. She was promoted to Inside Sales Supervisor and was instrumental in implementing a standalone Business Contact Center, concentrating on building relationships with our Commercial and Industrial clients. She later transferred to the position of Contact Center Supervisor, from which she retired.
Frank joined Citizens in 1997 as a Residential Sales Rep and held multiple roles within the Trust, including Sales Project Coordinator, Distribution Dispatcher, Engineering Specialist, and Technical Specialist III Gas, from which he retired.
George Rodgers, Water Attendant
Retired in January 2024 after more than 42 years of service.
George began his career at the Citizens Gas & Coke Utility Coke Plant in 1981 as a Mason and held multiple positions throughout his time with Citizens, including Gas Operations Laborer, Coal and Ash Handler, and, since 2014, Water Attendant. During his time in Water Distribution, George was instrumental in helping maintain hydrants and valves in the water distribution system—a vital element of fire safety in Indianapolis.
Susan Sekeres, Billing and Receivables Management
Retired in December 2024 after more than 23 years of service.
Throughout her career, Sue was an invaluable member of her team, contributing significantly to Citizens success and growth. Sue started her career in the Contact Center serving Citizens customers for several years, and she spent several more years working closely with commercial customers establishing new service. She joined the Billing department in 2022 as a Billing Specialist I and ended her career in Customer Billing Services as a Billing Specialist II. Sue’s attention to detail and hard work helped stabilize Citizens billing system after the implementation of our CIS system in 2021.
James Tucker, Utility Service Specialist
Retired in December 2024 after more than 35 years of service.
James joined Citizens in 1989, as a Laborer - Ovens. During his career with Citizens, he also held the positions of Plant Station Helper, Electric Mechanical Millwright, and Utility Service Specialist, from which he retired. Throughout his career, James worked to ensure the safety of customers and the reliability of service throughout the Indianapolis area.
Alan Wiseman, Environmental Engineer
Retired in December 2024 after more than 13 years of service.
Since joining the team in 2011, Alan managed solid and hazardous waste for all areas of the Trust. He supported multiple capital projects, including DigIndy, and provided wellhead protection planning services for 12 drinking water wellfields. Alan also delivered training for drinking water operations and waste management.
This retiree list reflects Citizens retirees who achieved 85 points toward receiving their pension. Points are determined by age (triggered at a minimum of 55 years of age) and tenured years of service, totaling 85.
New Spouse HSA Contribution Well Points Timeline
In an effort to align the spouse Well Points timeline with that of employees, 2025 will be a transition year. In 2025, spouses will have the opportunity to earn Well Points to be eligible for an HSA Contribution for years 2025 AND 2026. In 2026, spouses will have the opportunity to earn Well Points to be eligible for a 2027 HSA Contribution.
Spouses earn Well Points from January 1, 2025-November 30, 2025
• Spouses need 250 Well Points to earn 100 percent of the HSA contribution.
$250 HSA contribution for 2025
· $250 HSA contribution for 2026
• HSA contribution dates
December 2025
· January 2026
Learn more about our 2025 Well Points Program by visiting the Health & Wellness iTrust home page.
Benefits Corner
What changes can be made outside of the annual Open Enrollment period?
• HSA contributions: You may change your HSA contributions any time throughout the year by logging into your bswift account and selecting “Change Eligible Benefits & HSA” on the homepage.
• 401(k) contributions: You may change your 401(k) contributions anytime throughout the year by logging into your Fidelity account.
• Pet insurance: You may enroll into Total Pet Plan or Wishbone Pet Insurance at any time by logging into your bswift account and selecting “Change Eligible Benefits & HSA” on the homepage.
• Identity theft protection: You may enroll in Identity Force at any time by logging into your bswift account and selecting “Change Eligible Benefits & HSA” on the homepage.
Employees and spouses can stay up to date on benefit changes, deadlines, and more with Citizens Connect. Scan the QR code to create your own account. Go to Settings and add your phone number or email address to get started.
Emergency Contact Information Update
Having up-to-date emergency contacts is crucial for situations in which we may need to reach someone on your behalf. To review or update your emergency contacts, please follow these steps:
• Go to Oracle EBS > Employee Self Service > Personal Information
• Scroll down to the Emergency Contacts section (remove any duplicate contacts)
• Click the Update button to make changes
Did you miss out on the HSA Bulk Transfer process?
If you didn’t meet the deadline to authorize the HSA Bulk Transfer from Chard Snyder to Lively, you can still initiate a transfer on your own through the Lively Dashboard. Go to the menu, select “HSA Transfers” and follow the steps to submit a transfer request.
Please note, Chard Snyder will charge a $20 transfer/ account closure fee when an individual transfer is processed.
VOICES of the CUSTOMER EXPERIENCE
Quarter 1 | 2025
SHARED FIELD SERVICES
Owning the customer experience is a cornerstone of Citizens success and is vital to fulfilling our promise as a Public Charitable Trust. We are thrilled to offer this new column, Voices of the Customer Experience, dedicated to shining the spotlight on employees who strive to ensure our customers – both external and internal – receive the best experience possible. Their commitment, hard work, and passion for excellence not only drive our business forward but also create a positive and lasting impact on everyone they interact with. Join us in celebrating these outstanding individuals who truly embody the spirit of Citizens!
Giovani Lucero TECHNICAL SPECIALIST I GAS
“Giovani has been an invaluable resource to UE&C’s efforts to update the tag line process including assisting with translating information for external Customers as well as being the voice of the gas and water tag line prompts for Spanish speakers. Thank you Gio for all you do for the team!” – CSA Impression for Collaborate from Justin Burnett, Engineer II
Charlie Furr UTILITY SERVICE
SPECIALIST
Chad Shumard-Supple SENIOR DISTRIBUTION DISPATCHER
Charlie Furr, USS Chad Supple, Dispatch Congratulations to Charlie Furr and Chad Supple for receiving positive recognition in a customer review with the Better Business Bureau! Your dedication to exceptional service and commitment to customer satisfaction have not gone unnoticed. This acknowledgment is a testament to your hard work, professionalism, and the outstanding experiences you provide.
A Citizens customer posted a glowing review with the Better Business Bureau thanking Charlie and Chad for their excellent customer service and kindness.
Introducing Our Newest SFS Employees
Jeff Price UTILITY SERVICE SPECIALIST
An Indianapolis resident sent in this note recognizing a Citizens employee (who was later discovered to be Jeff Price) who stopped to help during snowy weather.
FIELD SERVICES
Kari Maxwell ENVIRONMENTAL SPECIALIST III
“Kari jumped at the chance to expose Purdue students participating in a PERL project to the world of environmental stewardship. Kari showed these five students why permitting is a key element of stewarding the environment, what permits looks like, and various other topics that helped the students increase in understanding. Kari served as an impromptu mentor to these students and left them better for having spent an hour with Citizens. Kari, keep up the great work sharing your knowledge and actions stewarding the environment with others! Go Kari Go!” – CSA Impression for Coaching & Developing Others from Bruce Cooley, Project Manager
From Left to Right: Dispatch: Katie Fe Ben Baird, Emily G Kevin Kyles, Tasha Banyard, Morgan Kyle Perkins, Jen Perry, and Britta Williams
Meet Tim Gerardot, Performance Excellence Project Manager
Tim Gerardot joined Citizens in 2016 as a Performance Excellence Project Manager in the Quality Department. Prior to joining Citizens, Tim served as Director of North American Lab Operations for Polaris Labs, where he was responsible for labs in Indianapolis, Salt Lake City, Houston, and Edmonton. Much of his work has focused on leading Lean Six Sigma implementations.
1. Tell us about your team/ department and what you are responsible for at Citizens.
errell, Gomes, a Willsey, nifer ny
The Quality Department is a small team of four. We are responsible for implementing Citizens Lean and Six Sigma (CLASS) and promoting a Lean culture throughout the Trust. We accomplish this by driving the organization to eliminate waste, using data to drive decisions, addressing root causes, identifying improvement opportunities, and implementing solutions with true measurable benefits.
2. What do you enjoy about your job?
I like that I get to work with every department at Citizens and get to see everything that Citizens does. When I first started and was leading CLASS General Awareness training, I was able to meet every employee in the company. I have a passion for continuous improvement and training others on Lean. Looking back, I think I have been a part of more than 200 training sessions in just over eight years.
3. What do you appreciate about working at Citizens?
I really appreciate the volunteer culture at Citizens and that we are given the opportunity to volunteer in the community during work hours. Not many companies are this dedicated to volunteering. I love being a team lead for Sharing the Dream every year and seeing the transformation that the park facilities go through.
4. How do you spend your time outside of work?
I am an avid Purdue fan; I have had basketball and football season tickets since I was a student there. Last year, I was able to follow the team throughout the NCAA tournament in Indy, Detroit, and Phoenix all the way to the National Championship game. I enjoy travelling to anywhere with a beach or casino. We take an annual family trip to Atlantis, Bahamas, as we can enjoy both there. I am also a huge Cubs fan and get to as many baseball games as possible. So far, I have made it to 10 different MLB ballparks and hope to get a few new ones this year.
Quality Corner
CLASS Belt Certifications
YELLOW BELT
CSA Skills Proficiency and Utilization
• Project Leader: Breanne Fite (Human Resources)
• Executive Sponsor: Tony Cunningham
• Team Member: Liv Campbell
• Breanne’s project addressed the underutilization of the Skills Development Tool in CSA (Citizens Success Academy), which tracks an employee’s proficiency level in the skills associated with their position and/or desired position.
• Benefits: Since July 2024, the number of employees who have used the Skills Development Tool to take a course in order to complete an assessment of their skill(s) has increased from 20 percent to 38 percent.
Quarterly CEO Board Reporting
• Project Leader: Laura Walden (Executive Assistant to the President)
• Executive Sponsor: Jeffrey Harrison
• Team Members: Shelby Hartman, Debbie Frye
• Laura’s project developed and documented a process to streamline the quarterly CEO Board reporting process. Prior to this project, the original timeline for collecting data to the completion of a final report was roughly five to six weeks, with no standard procedure in place.
• Benefits: The new process has been used when creating the past two reporting cycles and reduced the lead time to approximately four weeks. It has been further noted that an additional week can be saved if the report is transferred to the Manager of Board and Governance Affairs with a final review by the
• Corporate & Public Affairs department to check for accuracy ensure it coincides with public communications.
ADVANCED YELLOW BELT
Sewer Lateral Damage Prevention
• Project Leader: Joe Nagy (Wastewater Collections)
• Executive Sponsor: Roger Hanas
• Team Members: Jose Lopez, Ron Sanders, Kevin Hackett, Jim Allen, Walt Wynn, Richard Calvert, Craig Cordi
• Joe’s project addressed damage to sanitary laterals and mains while completing emergency repairs and planned projects. Since 2021, 28 documented occurences have cost Citizens approximately $43,430 annually in repair costs and resulted in service interruptions for our customers. Damage also occurred outside these known cases but was not well documented.
• Benefits: The new process has been in place for seven months, with no recorded instances compared to four instances during the same seven months in the prior year, which had resulted in saving over $24,000 in repair costs.
High Occupancy Building (HOB) Map Notes
• Project Leader: Maria Garavaglia (Energy Distribution Engineering)
• Executive Sponsor: Richard Calvert
• Team Members: Tom Laue, Brittany Meunier
• Maria’s project developed a process for effectively managing the Map Notes and Identified Issues that are gathered during leak surveying. Leak Surveyor Specialists (LSSs) are responsible for performing the survey and entering Map Notes and/or Identified Issues while at a property. Prior to this project, Energy Engineering would filter through all of the notes and correct any map or property issues based off the notes; this could take up to two hours per month to clean .
• Benefits: There are now two different tables, one for HOBs and one for Map Notes, which eliminates the time spent filtering through the data to identify the HOB issues/notes as well as any incorrectly identified notes. This saves an estimated 24 hours per year.
Laura Walden
Breanne Fite
Recently Completed Just Do It (JDI) Projects
Just Do It projects are a great way to continuously improve something where the solution is already known. This doesn’t mean it necessarily has to be a quick or simple project; it just doesn’t go through the DMAIC process. But Just Do It projects can make a big impact in efficiency and savings. All completed Just Do It projects can be found on Quality’s CI Activities and Completed Projects page.
• Storm Sewer Maintenance Tracking: Kevin Hackett (Wastewater Collections)
• Steam Plant Desuperheat System: Ray Proud (Thermal Operations)
• Track Software Application Obligations in Jaggaer: Bill Lovett (Supply Chain)
January Yellow Belt Training
In Memoriam
We are saddened to report the recent passing of two retirees.
Jesse Bender on January 26, 2025. Jesse retired on January 1, 2011, after 29 years of service.
Ralph Arney on February 4, 2025. Ralph retired on April 1, 1993, after 38 years of service.
NEW EMPLOYEES
Rich Adjei Corporate Support Services
Jason Armold Corporate Support Services
Sophia Basto Corporate Support Services
Autumn Bracey-Stevens Corporate Support Services
Anthony Combs Corporate Support Services
Shawn Daub Corporate Support Services
Emily Gomes Corporate Support Services
Iesha Greene Corporate Support Services
Shane Hedrick Corporate Support Services
Dailyn Van Horn-Lander Corporate Support Services
Joshua Howell Corporate Support Services
Mahogany Hughes Corporate Support Services
Joshua Jackson Corporate Support Services
Michael King Corporate Support Services
Alex Kurivial Corporate Support Services
Matthew Mecaskey Corporate Support Services
Robria Miller Corporate Support Services
Cameron Minor Corporate Support Services
Kyle Perkins Corporate Support Services
Maria Pernisola Corporate Support Services
Jennifer Ann Perry Corporate Support Services
Thawng Pi Corporate Support Services
Shonna Quick-Crowell Corporate Support Services
David Sullivan Corporate Support Services
Erika Maldonado Corporate Support Services
Don Oliver Corporate Support Services
Jacob Survance Corporate Support Services
Kelly Williams Corporate Support Services
Jennifer Yahl Corporate Support Services
(From left to right) Nathaniel LaPlante, Alex Haberfield, Danny Powers, Jeremy LaFara, Gary Young, Tim Uhmansiek, Justin Goffinet, Samantha Anglin, Janey Shivers, Jerome Mayden, Rachel Foster, Luke Long, Richard Faulk)
