The Pipeline Newsletter Vol. 4, No. 1

VOLUME 4 | NO 1

The Pipeline Customer Care on the Move in Technology Did you know our Customer Care team has made important technological updates to the city’s call center? The City of Columbia’s customer service hub now offers several features to accommodate customer access to service requests. The department offers a call back feature, automated voicemails, online chat, digital contracts for new service, and an updated records retention system.

Customer Care Administrator Tiffany Latimer, MPA recently presented on the updates to the South Carolina American Public Works Association (SCAPWA).

The new technology hopes to streamline customer processes and help the city connect to citizens more efficiently. With the chat feature, customers can visit the Customer Care webpage and chat in real time with a live agent during standard business hours. If customers prefer to call, an automated call back feature prompts the customer to input the best call back

number and receive a return call directly from a service representative.

As the City of Columbia continues to grow in population and business, customer call services continue Customer Care Administrator, Tiffany Latimer to rise. The new updates align with the Envision Columbia Focus Area 7 to Lead the Way in Innovative and High Quality Municipal Services.

Learn more about what Customer Care is doing to keep Columbia Water on the move at www.columbiascwater.net/customer-care.

Columbia Water Celebrates Drinking Water Week 2021 Columbia Water held its first virtual Drinking Water Week celebration the week of May 2-8, 2021. The industry initiative started over 40 years ago and focuses on the importance of water infrastructure and the professionals that maintain it. The week is sponsored annually by the American Water Works Association (AWWA).

“The coronavirus pandemic continues to make evident the hard work performed by the people in the water sector,” said American Water Works Association CEO David LaFrance.

“The work they are performing throughout the pandemic, often sacrificing time with their family, is nothing short of heroic. I am proud to be associated with them.”

featuring local social media influencer and Westwood High teacher Jeff O’Shields. Mr. O’Shields along with a small group of students gave a shout out to Columbia Water professionals while performing a quick science experiment. The week of activities continued with three free webinars featuring community partnerships from Riverbanks Zoo and City of Columbia’s Doctor’s Care Wellness Coordinator Rebekah Gele’. Columbia Water’s Jill Martinez also provided an open public forum called “Ask the Water Lady” in which Martinez answered common water quality questions from the public.

Learn more about the AWWA and its initiatives for water professionals at www.awwa.org/Events-Education.

The Columbia Water festivities kicked off with a video www.columbiascwater.net | 803-545-3300 | 1136 Washington Street – Columbia, SC 29201

DRINKING WATER

Columbia Water Staff Attends SC Public Works Virtual Conference This past June, Columbia Water staff represented the City of Columbia, SC at the summer conference for the South Carolina chapter of the American Public Works Association (SCAPWA). With the pandemic still under way, this year marks the first ever virtual format for speakers and guests to attend. Public works professionals attended from all over the state of South Carolina from areas including Rock Hill and James Island.

Customer Care Administrator Tiffany Latimer and Columbia Water Communications Coordinator Mimi Draft presented a joint presentation about recent digital upgrades the city has implemented to provide better municipal services to customers.

Specifically, the duo focused on the online chat and callback features utilized by the city’s call center and upgrades to make the Customer Care team more efficient. The presentation also introduced the MyColumbiaSC mobile app to conference goers.

This app is available to customers in the Google Play Store, Apple App Store, or online at columbiascwater.net/customer-care under the tab entitled “Create a Service Request Online”.

Caleb King of the city’s Forestry and Beautification department also presented on chainsaw and bucket truck safety. City of Columbia water and engineering partners also presented from agencies including Woolpert, Black & Veatch, and Richland County Stormwater Management.

Learn more about membership and events hosted by the SCAPWA at southcarolina.apwa.net.

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WASTEWATER

Columbia Water Staff Member Completes Leadership Columbia 2021

2021 Leadership Columbia Graduate Class

This summer, Mimi Draft, communications coordinator for Columbia Water, graduated from Leadership Columbia Class of 2021. This professional development program is sponsored by the Columbia Chamber of Commerce and presented by BlueCross BlueShield of South Carolina. The program is over 30 years old, and it plays a critical role in building partnerships and networking opportunities for the industries around the city. Past Leadership Columbia alumni include Columbia Water Utilities Director Joey Jaco and Assistant City Manager of Operations Henry Simons.

Coalition (MFC). MFC works to connect fathers to their children and provide resources including legal services, job placement, and help with child support.

This year’s class included professionals from organizations like Habitat for Humanity, South Carolina Federal Credit Union, and South Carolina Education Lottery. Every year the class nominates a nonprofit entity to do a community service project. The 2021 recipient is Midlands Fatherhood

The program culminated with a ribbon-cutting ceremony and graduation for the Leadership Columbia class, MFC staff, and local dignitaries including City of Columbia Councilman Rev. Ed McDowell and Columbia Chamber of Commerce President Carl Blackstone.

The Leadership Columbia Class of 2021 designed and remodeled an empty storage space at the MFC Columbia location into a communal space called the Dad’s Den. The Dad’s Den will provide a comfortable area for family time and program services to MFC participants. Columbia Water donated educational games to the facility that will offer take home and in-house activities to dads and their children.

Columbia Water Inspires Future Leaders from Richland One Careers Program Columbia Water leadership presented at a luncheon for students from the Richland One Career and Technical Education (CTE) Department. Richland One CTE centers an educational curriculum on work-based learning and career paths. Students from this program are able to explore jobs that take them right into the workplace from industries like manufacturing, construction, health science, and public administration.

City of Columbia guest speakers included Dana Higgins (Director of Engineering, Engineering), Joey Jaco (Director of Utility Operations, Utilities), Tiffany Latimer (Customer Care Administrator, Customer Care), Jeremy Yates (Interim Water Distribution & Maintenance Superintendent, Water Distribution), Robert Anderson (Director Public Works, Public Works), David Foster (Fleet Services Administrator, Fleet Services), and Gardner Johnson (HR Employee Relations, Human Resources). These city leaders were able to share vital information about working for the City of Columbia with students from across Richland One who will soon enter the workforce. Special thanks go to Eric Cassell (Special Projects Coordinator, Engineering) for organizing the event with Tana Lee, Director of CTE and Leah Scott, Program Consultant of the CTE Department.

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WASTEWATER

Lower Saluda River Relief Sewer Project Designed to relieve capacity issues, rehabilitate existing infrastructure, and decrease sanitary sewer overflows (SSOs) in the Bush River Road/Saluda Shoals area, the Lower Saluda River Relief Sewer project (SS7428) began construction in April 2021. The project includes the installation of approximately 21,000 linear feet of gravity sewer, mostly located parallel to the existing line scheduled to remain in operation, as well cured-in-place pipe (CIPP) lining of approximately 1,700 linear feet of the existing line to address various pipe defects.

The project will begin at the Saluda River Pump Station located off Garden Valley Lane, continue alongside the Saluda River through Saluda Shoals Park, and terminate at the Saluda Shoals entrance on Bush River Road.

Construction is expected to be completed by late 2022, with the majority of construction within the Saluda Shoals Park scheduled to occur in 2022. Close coordination with the Irmo-Chapin Recreation Commission regarding trail closures and relocations is currently underway, and the construction schedule has been timed to coordinate with the Saluda Shoals Holiday Lights on the River that occurs each November and December. https://cleanwater2020.com/projects/ss7428

Saluda Shoals Park entrance.

Lower Saluda River Relief Sewer project area in Saluda Shoals Park.

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STORMWATER

Benefits of Composting and Rainwater Harvesting

Blue Thumb Landscaper Conference

Did you know that one of the largest contributors to landfills in South Carolina is food waste?

Learn more at: www.scdhec.gov/dwfsc.

Composting is a great way to reduce the amount of food waste entering the waste stream. Composting is simply nature’s way of recycling organic materials into a nutrient-rich soil. Learn more at: www.epa.gov/recycle/compost-home.

Rainwater harvesting is a fantastic way to help manage stormwater runoff on your property and possibly save you money on your water bill. Rainwater is great for your plants as well. Additionally, you can use stored rainwater to wash your vehicle and refill your fish pond.

Storm Drain Marking

Small-scale mushroom production was just one of the topics at this year’s Blue Thumb Landscaper Conference.

On February 18, 2021, Richland County Stormwater Management and Columbia Water hosted the 6th annual Blue Thumb Landscaper Conference. This was our first ever virtual conference. We had 45 attendees and hosted six diverse presenters. Topics included soil health, native plants and insects, mosquito control, parks and wetlands in stormwater management, aquatic plant management and small-scale mushroom production. Continuing Certification Units were available for attendees.

City of Columbia Drains aren’t Dumps storm drain art by Jessica Dame.

During late 2020 and early 2021, Columbia Water, Richland Co. Stormwater and our community partners in the Pinehurst and Earlewood Communities marked over 50 storm drains throughout the City of Columbia as part of the Drains aren’t Dumps campaign. The Drains aren’t Dumps campaign promotes awareness throughout the City of Columbia and Richland County that our storm drains lead directly to our waterways and that stormwater runoff is not treated at a wastewater treatment facility. All participating communities have the opportunity to have a storm drain in their neighborhoods painted by Jessica Dame.

We had 45 attendees and hosted six diverse presenters.

Topics included soil health, native plants and insects, mosquito control, parks and wetlands in stormwater management, aquatic plant management and small-scale mushroom production.

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STORMWATER

Root Camp On March 27, 2021, Columbia Water hosted their first ever “Root Camp” gardening and composting seminar at Earlewood Park. Participants learned the basics of seed starting, composting, and rainwater harvesting. Topics also included native plantings and proper irrigation techniques. Don’t take our word for it; listen to what one of the attendees had to say: “Hi, I’m Jessica I attended your compost class last weekend. (I was the one obsessed with worms.) I’ve been doing lots of research and have started some new plant projects thanks to you! I got the worms in today and put them in their new Columbia Water provided home. I also got a lot of seeds from Lowe’s and made newspaper pots in hopes to start veggie container gardens. And I’m making my own rain barrel out of a trashcan to help collect rain water/store collected water for my new pitcher plant who prefers rainwater. Thanks so much for the class! It was the jump I needed to stop “planning” and start doing!”

Root Camp Attendee, Jessica, shares photos of her homework.

Participants learned the basics of seed starting, composting, and rainwater harvesting. Topics also included native plantings and proper irrigation techniques.

MEET CLUMBIA WATER warren hankinson How long have you been with the City of Columbia and what do you do?

Five years as Watershed Coordinator.

What is something interesting about you that we wouldn’t learn from your work bio?

You can choose: For most of my career I was sure I was going to be a marine biologist, but I feel I’ve found a good fit a couple of hours from the nearest coast; I enjoy reading and writing, fiction and nonfiction.

What’s the best experience you’ve had working for the City of Columbia?

Toughy. Lots of good experiences working with

coworkers and watershed groups and other environmentally concerned citizens. I’ve had some amazing days in the field doing outfall inventory and other field work, seen some very nice places along the City’s waterways. You accompanied me on a couple of good ones. I did get to go on a kayak tour led by Karen Kustafik once.

Hiking OR Kayaking, and why?

Not a completely fair question. I’ve been hiking my whole life in many places throughout the US and kayaking only a few times over the last few years. Kayaking is kind of water hiking anyways, I guess, but on a bright, hot summer day in Columbia it gets an edge because you can stop and jump in the water wherever you are.

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CUSTOMER CARE

Customer Care Kudos I talked to Ms. Tucker. Ms. Tucker found me in the system, followed me online to make sure I was in the right place on your website, she made sure I was able to get in the system as I was not able to get in with the account number that was given to me by the previous representative. Ms. Tucker provided me with the correct account number and I was able to get into the system without any issues.

It is a blessing to talk with a representative who is very knowledgeable, experienced, and patient with her customers.

Please give Ms. Tucker a shout out for the great work she provides for the communities.

- Ms. Willette Smith (via email) Dear Management, So often we jump at the chance to complain but I take great pleasure in complimenting Ms. Cynthia for her exemplary customer service!! She really went the extra mile to help me keep my 74-year-old uncle’s water turned on. My uncle called me at the last minute for assistance and directed me to pay today using the phone service, not realizing that his water still would have been turned off even if I had made the payment today.

Fortunately, he gave me the wrong account number, so I had to call in for help and ran into two great customer service reps who both went to great lengths to help me. Cynthia stood out b/c she really took the time to explain that if I paid on the phone, the payment would not be received in time for his water to remain on! However, if I paid online, the payment would be received immediately. She stayed on the phone until I could get my uncle on and then made me an authorized user on his account (with his permission of course). She walked me through the online registration to make sure I could enroll to pay his bill in time (that pop-up system is no joke, lol). She even confirmed receipt of his payment so I could rest easier and then reviewed his account with me so we can make sure his account is taken care of in the future.

Thank you, Ms. Cynthia, for showing that you care. We need more people like you in the position of service. Continue to be GREAT!!

- Kimberly Powe (via email)

MEET COLUMBIA WATER LATEAL JOHNSON

How long have you been with the City of Columbia and what do you do?

August 5, 2019. I am a Customer Care Specialist.

What is the most interesting thing about you that we wouldn’t learn from your work bio?

I am the mother of two beautiful daughters.

What’s the best experience you’ve had working for the City of Columbia?

Working with a wonderful team of people who are always willing to go the extra mile.

Chocolate OR Vanilla, and why?

Chocolate. It is the best flavor.

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CAUSE FOR APPLAUSE

Wastewater Management Employee

Status Change

Trevor Rugg Tyler Brunson Jonathan Nichols Martin Green Charles Wakefield Trenton Ward Jody Harley Charles Wakefield Casey Ragsdale Jennifer Mann George Bryan Dee Dee Crisostomo Martin Golston Jason Manchee Philip Osborne Casey Ragsdale Temetrius Brown Fannie Goodwin Marvin Narr Kyle Esquivel Trevor Rugg Austin Kelly James L. Hill Brandon Bright Christopher Ruff Lawrence Carter Marshaye Stack

Completed Foreman Competency Completed CDL Class A Completed CDL Class A Completed CDL Class A Completed Foreman Competency Completed CDL Class A Passed Crane Certification Passed Crane Certification Passed Crane Certification Passed Level D Wastewater Collection System Received PACP, MACP, & LACP Certifications Received PACP, MACP, & LACP Certifications Received PACP, MACP, & LACP Certifications Passed Crane Certification Completed CDL Class A Completed Foreman Competency Promoted to Wastewater Collection System Operator D Completed CDL Class A Promoted to Wastewater Collection System Operator B Promoted to Wastewater Collection System Operator A Passed Crane Certification Completed CDL Class A Promoted to Wastewater Collection System Operator C Completed Foreman Competency Promoted to Wastewater Collection System Operator A Completed CDL Class A w/ Tanker Passed WEASC Level C Operator

Effective Date 6/22/2020 9/25/2020 10/16/2020 10/29/2020 11/09/2020 12/01/2020 12/04/2020 12/04/2020 12/18/2020 1/26/2021 2/01/2021 2/01/2021 2/01/2021 2/10/2021 2/10/2021 2/16/2021 2/24/2021 2/25/2021 3/08/2021 3/15/2021 3/25/2021 4/12/2021 5/01/2021 5/15/2021 5/15/2021 ---

Wastewater Maintenance Employee Name Status Change Effective Date Douglas Brooks Passed Water Distribution Operator* Level B 1/15/2021 Omekas Moaney Passed Water Distribution Operator* Level C 1/28/2021 Christopher Lofton Passed Water Distribution Operator* Level D 2/4/2021 Jordan Cunningham Completed CDL Class A 4/12/2021 Willie Doctor Completed CDL Class A 4/16/2021 Douglas Brooks Passed Water Distribution Operator* Level A 5/19/2021 Fonzta Lawson Completed CDL Class A 5/21/2021 Omekas Moaney Promoted to Water Distribution System Operator D -Russell Smith Promoted to Water Distribution System Operator D --

*LLR SC Environmental Certification

STORYTELLERS & SHUTTERBUGS Storytellers & Shutterbugs

Share photos and worksite tales with our community through The Pipeline! We’re always looking for original ideas, timely topics, and project pics. To submit your articles or ideas, please contact us at ColumbiaWater@columbiasc.gov.

Wastewater Management Service Recognition Awards 25 years • Joseph Harley 15 years • Reginald Tyler 10 years • Jamel Pinckney • Frank Wilder

5 years • Gerald Holas • Marc Kelly • Nicholas Kraft • Marvin Narr • Casey Ragsdale • Marcus Richardson • Charles Wakefield

Wastewater Treatment Plant Wastewater Treatment Plant Operator of the Year Thomas Papay Maintenance Person of the Year Brian Fenderson • WWTP laboratory staff passed all of their tests with a high level of precision and maintaine certification.

• The WWTP passed its DHEC inspection without any findings.

Engineering

Congrats on your retirement! Donny Amick retired in June 2021 from the City of Columbia Engineering Division.

Customer Care

May 2021 Customer Care Contest Winners • Terell Smith Most Calls at 94 calls taken.

• Ariel Hopkins Lowest Average Handle Time (AHT) at 3 minutes and 55 seconds.

Winners were granted early leave and the joy of service!

Columbia Water

1136 Washington Street, Columbia, SC 29201 www.columbiascwater.net Ph: 803-545-3300

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