A Leading Specialized Distributor of Water, Wastewater, Storm Drainage and Fire Protection Products, and Related Services
When you need the right product or relevant and expert advice to help you get your job done right, Core & Main is your trusted partner. With our nationwide footprint, we’re here to deliver solutions and core infrastructure products directly to Main Streets in your community.
Count on us to be committed to the best solutions for your success, now and for the long term.
Bowling Green 3352 Industrial Dr. 270-783-8721
Louisville 13106 Middletown Ind Blvd. 502-253-0002
Lexington 2141 Christian Rd. 859-253-3464
Horse Cave (Geothermal) 106 Cherry St. 270-786-3010
The support and feedback we receive from utilities mean a great deal to us and also help demonstrate to lawmakers the vital role KRWA plays in assisting small communities with their water and wastewater needs. These notes and letters of appreciation not only encourage our team but also strengthen our efforts to advocate for programs that benefi t rural communities across Kentucky.
“Randall was very helpful in helping me pass the certification exam. He even came and helped me one-on-one. Very thankful. Randall did a great job.”
– Nathan Heavrin, City of Muldraugh
“Pete was helpful in showing me new ways to obtain information and also assisted with sending me back a spreadsheet for my lead inventory. Thank you, Pete!”
– Kara Gardner, Slaughters Water
“Chris has been a real asset in dealing with our sewer plant problem. He is very knowledgeable in the operations of sewer plants and the treatment process. He played a key role in us obtaining emergency funding, including a letter explaining why it was important for us to get the funding. There aren’t enough words to express the gratitude that I have for Chris. He has been a godsend in helping us through our situation.”
– James Peters, City of Eddyville
“I can’t remember the hours, but Danny Stinson was here until we got it all fixed.”
– Daniel Smith, Black Mountain Utility District
“Whitney Denney was very helpful. Always willing to answer phone calls. Extremely nice!”
– Dwight Slone, Prestonsburg City’s Utilities
“Chris Klotter is a great guy and I would call on him again. In fact, I have his email. Thank you for sending him.”
– Jerry Hutchison, City of Warsaw
“Your staff, Chloe Brantley in particular, has always been outstanding in helping with any of our needs! It is wonderful to be working with some of the best in the business! Keep up the outstanding work!”
– David French, Western Mason Co. Water District
“Tim Blanton was very knowledgeable and friendly. We appreciate the information he gave, and will give him a call if we need him. Thank you.”
– Ethan Hurt, Frenchburg Water and Sewer
Building a Strong Future for Rural Water in Kentucky
Scott Young, Executive Director, Kentucky Rural Water Association
Dear Utility Members, Industry Partners, and Friends,
As we move into the fall season, I am reminded of the strength and resilience that defi ne Kentucky’s water and wastewater community. This is a season of transition, and it is also a time to look ahead with purpose. At KRWA, our commitment remains clear: to provide the training, technical assistance, and advocacy that help utilities meet
today’s challenges while preparing for tomorrow’s opportunities.
In the months ahead, we are focused on expanding the resources and programs that matter most to our members. From specialized training and technical support to legislative engagement, KRWA is dedicated to ensuring that every utility – large or small –has the tools to deliver safe, reliable, and sustainable water and wastewater services.
The work you do is essential to the health, safety, and economic vitality of our communities. As always, KRWA is here to
Our concern for the environment is more than just talk
stand beside you, amplify your voice, and strengthen the partnerships that keep Kentucky moving forward.
Thank you for the trust you place in us, and for your continued leadership in this vital industry. Together, we will build on our progress and ensure a strong future for rural water across the Commonwealth.
With gratitude and determination,
Scott Young Executive Director Kentucky Rural Water Association
“The work you do is essential to the health, safety, and economic vitality of our communities. As always, KRWA is here to stand beside you, amplify your voice, and strengthen the partnerships that keep Kentucky moving forward.”
Rural Water Strong Fighting for the Future of Rural America
Matt Holmes, Chief Executive Officer, NRWA
We stand here today at a critical point for the Rural Water sector, with numerous challenges before us, including proposals for devastating cuts to the affordable federal financing rural communities rely on, assistance that we were conceived on, and programs that our nation’s small and rural systems depend on daily in order to remain sustainable. These are the largest proposed cuts for our sector in decades,
and such cuts would have lasting impacts well into the future.
New challenges are also facing the industry, including the cost of PFAS treatment and Lead and Copper Rule compliance, cybersecurity threats, our aging workforce, and the cost and availability of supplies and equipment. You know the story better than I; you live it daily.
History tells us we have been here before, and when confronted with challenges in the past, Rural Water has faced them head on and, because of that,
we have come out stronger and more resilient. Rural America has and always will stand up in times of challenge. It is in the very fabric of the culture and DNA of the character of rural communities and their people.
You have exemplifi ed this very nature through the amazing response to our Rural Water Strong campaign. When we put out the call to not only garner your signature on the pledge but also share your testimonials straight from rural America, you answered. As I am writing
this, we have over 8,300 signatures on the pledge, and since January of this year we have reached over 77,000 people on social media and our Rural Water Strong website has been viewed over 43,000 times! I cannot express my thanks enough for the support you have shown for Rural Water and rural America!
At our Rural Water Rally this past February, rural leaders from across the nation came to Washington, D.C., to make the case for Rural Water to their members of Congress. We met directly with the Chairman of the House Appropriations Committee, the Majority Leader of the Senate and numerous other water champions on Capitol Hill to carry your voice and desires to our nation’s decision makers.
Additionally, in April, NRWA hosted the Rural Water Policy Forum to highlight examples of the economic and public health impact on small and rural communities through the successful partnerships between State Rural Water Associations and federal agencies.
NRWA met with newly appointed leaders within the Trump Administration who are responsible for the water funding in both USDA and EPA. We also met
with the leadership within the Offi ce of Management and Budget to make the case for why these critical financing tools and services should be contained within the President’s Budget.
On May 2, 2025, President Trump released his “Skinny Budget,” which included a summary of what would be contained within his offi cial budget.
The USDA Rural Development mission area was included in this Skinny Budget, specifi cally with the following justifi cation:
“Infrastructure loans are prioritized for aging rural water and wastewater systems, as well as technical assistance through the ‘Circuit Rider’ program balanced with reductions in the grants. Other specialty water grants and earmarks are not funded except where the tax base cannot support loans, including maintaining funding for Native American Tribes.”
While the funding included in the Skinny Budget for Rural Development was at a reduced level, Rural Water was grateful that President Trump’s budget request included funding for rural water and wastewater utilities. I am confi dent that with your input and support, you have already made a difference in the appropriations process that helped get
USDA Rural Development included in the President’s budget.
Now that the official budget has been released, Congress is moving forward on their work for the FY2026 appropriations, including Rural Water’s priority programs. This process is in full swing in both the House and the Senate, and we will continue to work with our rural water champions in Congress and the Administration to ensure your voices are heard. But much more work lies ahead of us.
Currently the funding levels for USDA Rural Development are inadequate to address the basic core needs and services that rural America has relied on for decades to remain healthy, sustainable, affordable, and economically prosperous.
Ladies and gentlemen, budgets are about priorities. Are you a priority? Is rural America a priority? Is the strength of our industry directly linked to the health and economic vitality of the rural communities you serve? You know the answer – and so should your elected representatives. I implore you to stand up for Rural America and ask your Senators to support this campaign to provide the adequate funding and services that rural communities deserve.
By Savannah Goad, KRWA Marketing & Business Development
From August 18–20, 2025, nearly 1,000 water and wastewater professionals gathered in Louisville for Kentucky Rural Water Association’s 46th Annual Conference & Exhibition. With the theme “Setting the Pace,” this year’s event brought energy, collaboration, and inspiration to every moment –from technical training and business meetings to networking receptions and award celebrations.
Pre-Conference Kickoff
The week began with a Welcome Reception hosted by Hawkins, Inc. Attendees enjoyed a beautiful view of the Ohio River while reconnecting with friends and colleagues.
That same evening, the Women of Rural Water Social Hour, sponsored by Rubin & Hays and held at Derby City Gaming Downtown, gave the women of rural water a chance to network, recharge, and share plenty of laughter while playing games.
Monday Highlights
Monday teed off with the Golf Scramble at Heritage Hill Golf Club, sponsored by Wealth Enhancement Group. We also want to extend a special thank you to our Golf Hole Sponsors who helped make the day such a success: Bell Engineering · Bennett & Williams Environmental Consultants, Inc. · Commonwealth Engineers, Inc. · Core & Main · G&C Supply Company, Inc. · Hawkins Water Treatment Group · Kentucky Engineering Group · Kentucky 811 · Kenvirons · NECO Water · ProSource Water Products, Ltd. ·
SETTING THE PACE
Raymond James · Rural Water Financing Agency · Rustoleum/High Performance Products · The Sherwin-Williams Company · Thornton, Musso, & Bellamin · United Systems · Wascon, Inc. · WaterStep
Meanwhile, continuing education sessions began for water and wastewater operators, along with commissioner training. For the first time, we also offered a CPR/AED Training led by Susan Flowers, MSN, RN, and a USDA RD Apply Lab.
That afternoon, the Exhibit Hall opened with more than 150 companies
showcasing the latest technology, products, and services for utilities. Thank you to Louisville Water Company for serving as our Exhibit Hall Sponsor, and to our Exhibit Hall Supporting Sponsors: BL Anderson , Hayes Pipe Supply, Inc. , NECO Water, and S4 Water Sales
We also congratulate Consolidated Pipe & Supply Company, winner of the 2025 Best Booth Display Award ! The day wrapped up with a lively Exhibitor Reception.
SETTING THE PACE RECAP
TUESDAY:
Training, Business & Celebration
Tuesday morning began with Breakfast with the Exhibitors before diving back into training. This year, KRWA offered 14 CEU hours – the most ever at our conference.
For the first time, we also brought training directly into the exhibit hall, giving exhibitors the opportunity to teach and share their expertise in real time.
During the Annual Business Meeting, members elected the following offi cers for 2025/2026:
• President – Christina O’Bryan, Daviess County Water District
• Vice President – Daren Thompson, Lebanon Water Works Company & Springfi eld Water & Sewer Commission
• Secretary – Bob Pack, Paintsville Utility Commission
• Treasurer – David Peterson, Caveland Environmental Authority
The Associate Member Meeting, led by Clay Kelly, also took place on Tuesday.
At the Awards Luncheon, we honored all 2025 Wooden Bucket Award Nominees: Ashland Water Works · Carrollton
Utilities · City of Danville · Green River Valley Water District · Harrison Co. Water Association · Letcher Co. Water & Sewer District · Morehead Utility Plant Board · Ohio Co. Water District · South Logan Water Association · Western Pulaski Co. Water District
Congratulations to Ohio County Water District, the recipient of the 2025 Wooden Bucket Award!
We were also inspired by remarks from Kelley Dearing Smith of Louisville Water Company, who welcomed attendees, and Phillip Combs, President of the National Rural Water Association , who shared his vision for the future of rural water nationwide.
In addition, KRWA recognized dedicated staff members: Bobbie Shanahan (25 years), Pam Byrd (25 years), and Nathan Gassaway (5 years).
The afternoon offered six concurrent tracks for continuing education: Customer Service, Engineering, Safety, Drinking Water, Wastewater, and Regulatory, giving attendees a range of specialized sessions to enhance knowledge and skills across the industry.
August 18-20, 2025 | Louisville, KY
SETTING THE PACE RECAP
Tuesday concluded with the Member Appreciation Reception, sponsored by Zenner USA, featuring the WaterPac Raffle, Zenner USA’s Meter Challenge, and plenty of giveaways. Together, we raised $4,540 for WaterPac during this year’s conference! WaterPac is a separate, segregated fund established by the National Rural Water Association that enables individuals to collectively support candidates for Congress who share their interests in the success of water and wastewater utilities.
A special congratulations goes to John Potter (Warren County Water District) for winning the Meter Challenge and advancing to the Ultimate Meter Challenge at NRWA’s WaterPro Conference in New Orleans!
Apprenticeship & Training Recognition
Tuesday’s reception also celebrated the next generation of water professionals. Apprenticeship graduates recognized with diplomas from the U.S. Department of Labor included:
Garrett Black (Oldham Co. Water District), Audrey Thompson (Lebanon
Water Works), Sam Baum (Lebanon Water Works), Brian Adams (Henderson Water Utility), Dawn Braswell (Henderson Water Utility), Dustin Strader (Webster Co. Water District), Jody Price (Vine Grove Municipal), and Austin Kaleb Duckett (Lebanon Junction Water Works).
In addition, two new apprentices were welcomed: Hunter Hallman (Adairville Water Works) and Dylan Barr (Meade Co. Water District)
KRWA also recognized utilities leading the way in workforce development: North Marshall Water District , enrolling four new apprentices for Fall 2025, and Henderson Water Utility, enrolling three new apprentices for the same semester.
Finally, several individuals were acknowledged for completing the Meter Testing Certifi cation, demonstrating their competency in proper testing procedures and PSC regulations. Recipients included: Zach Rahm (Oldham Co. Water District), Garrett Black (Oldham Co. Water District), Sam Baum (Lebanon Water Works), Mark Browning (Green River Valley Water District), Larry Cornett (Evarts Municipal Water Works), John DuBose (South 641 Water District),
Aden Stephenson (Carrollton Utilities), Audrey Thompson (Lebanon Water Works), and Daren Thompson (Lebanon Water Works).
WEDNESDAY:
Setting the Pace for the Future
Wednesday wrapped up the conference with sessions in the Combined Water & Wastewater Track, Workforce Track, and Finance Track – equipping attendees with tools and ideas to continue setting the pace in their communities.
Thank You!
We are grateful to everyone who made this year’s conference possible. A heartfelt thank you goes to our partners, sponsors, exhibitors, speakers, and attendees – your support fuels KRWA’s mission and strengthens the entire rural water community.
This year proved that Kentucky’s rural water and wastewater professionals are truly setting the pace for the industry, and we can’t wait to welcome you back to Lexington, August 24–26, 2026!
ByArianna Lageman, KRWA Compliance Specialist
TheImportance of Networking
f you’ve never had the pleasure of associating with large groups of geologists, you might not be aware that they are highly social folks. Where groups of geologists gather, conversation fl ows freely along with the sharing of ideas and knowledge (the beer also fl ows pretty freely – this may help explain the convivial nature of the gatherings). Full disclosure, I am a geologist and I defi nitely was indoctrinated in the idea of “group-think” learning. Weekly meetings with my advisor included the entire advisory group (about 15 of us – usually in the local brewery). Quarterly meetings involved almost the whole department.
We talked about our research, our road bumps, our successes, our (sometimes unorthodox) ideas about how to get from point A to point B. We talked. A lot. And we all grew and learned and, most important of all, our work was improved because of it. We became better researchers. Better scientists. This same principle applies in our professional lives. Networking is absolutely vital if we want to grow and expand in our fi eld – if we want to become better professionals. I feel like so many of us lose sight of the importance of these events and we get bogged down by the busyness of the schedule – I know
that late summer through fall is jam-packed for me. I needed to remind myself that I have a lot to gain by attending, so I’m sharing my reasoning here, just in case you need a reminder (or a bit of encouragement) as well. Why exactly do we go to all of these meetings and conferences? Is it to earn enough CEUs to continue our certifi cation? Or does our employment contract make us go (I’m looking at you, Circuit Riders)? If we’re going to these meetings simply because we “have to,” then perhaps we aren’t getting much out of them. This is a case where you truly get out of it what you put into it.
Professional conferences, training events, and meetings are great opportunities to keep us updated on the latest technologies that are available in our fi eld. KRWA’s Annual Operator Expo has been so educational for me! I’d seen videos of ice pigging, but I hadn’t had the opportunity to watch it in real life until Expo. I’m a hands-on kind of learner so it’s just a fun way to get out and play with some cool toys.
These meetings also keep us updated on regulatory changes. This isn’t nearly as fun as getting out to see and touch equipment, but it is incredibly important. Many of you can attest to this, but minor updates in regulation can have a major impact on our daily operations so keeping current on these issues is absolutely necessary. Many times, these conferences give us a heads up that change is coming so we can better be prepared when changes go into effect.
In addition to learning about technological advances and regulatory changes from speakers, I find that sometimes the best learning opportunities at these meetings comes from interactions amongst the attendees. When we gather in groups, we have the opportunity to share
When we gather in groups, we have the opportunity to share our knowledge and experiences with one another. We meet people who can be resources for us, or perhaps we become a resource for others to rely on. In either case, our collective knowledge grows and we’re better off for it.
our knowledge and experiences with one another. We meet people who can be resources for us, or perhaps we become a resource for others to rely on. In either case, our collective knowledge grows and we’re better off for it.
On the other hand, being a competent, skilled employee is not always enough. Have you heard the phrase “it’s not what you know, but who you know?” Coming together with our professional peers is an excellent way to network and discover job opportunities. I can honestly say that my last three positions (including my current one!) were gained by reaching out to people I know. In fact, only one of those positions was even advertised as
being available – if not for networking, I wouldn’t be where I am today.
There are so many opportunities to get out there and network with your peers: professional organizations that host conferences; your local Area Development District has meetings; there are trainings galore all over the state. Along with hundreds of hours of training, KRWA also hosts three major conferences per year: Management Conference (February in Bowling Green); Operator Expo (May at the Hardin County Fairgrounds); Annual Conference (August, alternating between Louisville and Lexington). I hope to see all of you at some point throughout the year! Come introduce yourself. Let’s chat.
Workforce Development: The Key to Solving Kentucky’s Water Challenges
KBy Heather Stevenson, KRWA Director of Workforce Development
entucky’s water and wastewater utilities face no shortage of challenges. Across the state, system managers and operators are working tirelessly to maintain safe, reliable service in the face of mounting pressures. Among the most pressing issues are four interrelated challenges:
1. Aging and Inadequate Infrastructure
2. Regulatory Compliance
3. Funding and Financial Constraints
4. Lack of Technical Expertise and Workforce
While each of these is signifi cant on its own, they are also deeply connected. And at the center of it all is the workforce. The reality is this: without a trained, committed workforce, Kentucky cannot fully address the other three challenges. That is why investing in technical training and workforce development is not just about filling positions –
it is about creating a sustainable foundation for our entire industry.
1
AGING AND INADEQUATE INFRASTRUCTURE
Kentucky’s water systems are among the oldest in the nation, with many facilities and pipelines operating well past their intended lifespans. Replacing this infrastructure will take decades and billions of dollars. In the meantime, skilled operators can make the difference between infrastructure that limps along
and infrastructure that delivers safe water reliably. Training equips operators to extend the life of assets through preventive maintenance, detect problems early, and implement cost-effective repairs. A well-trained workforce ensures that when new investments are made, they are operated and maintained at peak effi ciency, protecting the value of every taxpayer and ratepayer dollar.
2 REGULATORY COMPLIANCE
Drinking water and wastewater regulations are growing more complex each year. From disinfection by-products to emerging contaminants like PFAS, compliance requires operators with both technical knowledge and practical problem-solving skills. Training provides the foundation to understand these requirements, but more importantly, it prepares operators to apply that knowledge under realworld conditions. Investing in workforce development reduces the risk of violations, helps utilities stay ahead of new rules, and builds public trust in our systems.
3
FUNDING AND FINANCIAL CONSTRAINTS
Most Kentucky utilities, particularly small and rural systems, face serious financial pressures. Every dollar counts. A skilled workforce is one of the best tools to stretch limited resources. Properly trained operators can optimize chemical usage, conserve energy, and prevent costly mistakes. Retaining employees through professional development also reduces the hidden costs of turnover. Just as importantly, a stable and competent workforce strengthens a system’s eligibility for federal and
state funding by demonstrating capacity to manage and sustain critical infrastructure investments.
4 LACK OF TECHNICAL EXPERTISE AND WORKFORCE
Finally, the workforce challenge itself is one of the greatest threats facing our industry. Retirements are accelerating, and many utilities are struggling to recruit and retain new operators. This shortage magnifi es every other challenge. Even systems with funding and infrastructure upgrades will struggle to succeed without qualifi ed staff. Apprenticeship programs, continuing education, and mentorship opportunities create a steady pipeline of professionals who are both technically competent and committed to serving their communities.
Workforce as a Force Multiplier
When we invest in workforce development, we are not solving just one problem –we are creating solutions for all four. Workforce development pays off because it saves money, ensures compliance, and builds resilience. Skilled operators
extend the life of infrastructure, ensure compliance, make the most of limited financial resources, and provide the backbone for the next generation of water professionals. Workforce development is the one investment that multiplies across every challenge Kentucky’s water systems face.
At Kentucky Rural Water Association, we believe the future of our industry rests in the hands of the people who operate it. That is why we remain committed to “Helping Water and Wastewater Utilities Help Themselves” through our apprenticeship program and other training opportunities and equipping utilities with the resources they need to recruit, train, and retain the workforce of tomorrow.
W.I.I.N.(ing) Against Lead Pipes
n the past 20 years, our risk of lead exposure has decreased dramatically.
Lead is no longer used in wall paint, cups, gasoline and medicines. Most lead water service lines and household pipes have been replaced with less toxic materials. In 1986, the federal government essentially banned the use of lead materials in water and plumbing systems with the passage of the Safe Drinking Water Act amendments.
Today, most of the potential risk for lead contamination in water comes from inside a building, from older faucets, spigots and other fi xtures.
Minimizing the risk of lead contamination in drinking water is an ongoing effort among state and federal government agencies, particularly in facilities that care for our youngest citizens. According to the Centers for Disease Control, even low levels of lead in blood is associated with developmental delays, diffi culty learning, and behavioral issues, and children six and under are at greatest risk.
The Kentucky Division of Water, through the Water Infrastructure Improvements for the Nation (WIIN Act) grant program, has been partnering with the Kentucky Rural Water Association (KRWA) to test the water in schools and childcare facilities for lead. Participation is voluntary and non-punitive and is seen as an educational opportunity for participants.
“We help interpret results, identify if issues are fi xture-specifi c or buildingwide, and guide next steps,” Division of Water Environmental Scientist Advisor Eileen Miller said. “Private testing offers a faster turnaround, sure, but our program is comprehensive and free.”
By Aidan Dillard-Hijikata
Although Kentucky’s program has been around since 2020, it has begun to gain traction in recent months, partly due to funds made available through the EPA’s Water Infrastructure Improvement for the Nation (WIIN) grant. Grant funds totaling $1.9 million in Kentucky provide free
Todd Ritter, with the Kentucky Rural Water Association, answers queries from reporting staff at the Nicholas County Elementary Head Start in Carlisle, Kentucky on June 30, 2025.
(KY EEC/AIDAN DILLARD-HIJIKATA)
Todd Ritter, with the Kentucky Rural Water Association, fi lls a sample cup with kitchen water at the Nicholas County Head Start in Carlisle, Kentucky on June 30, 2025.
(KY EEC/AIDAN DILLARD-HIJIKATA)
This article was reprinted with permission from Land, Air & Water, Kentucky Energy and Environment Cabinet’s Webzine.
testing for schools and childcare facilities and could be used to help remedy issues found with fi xtures.
So far, KRWA has collected samples from 120 schools and childcare facilities, Miller said, which are analyzed for lead at the state’s lab in Frankfort. Another 30 facilities have registered for the program and are to be tested within the next couple of months.
So far, results have been good. Of the outlets tested, 78 percent have shown levels below one part per billion (ppb).
Although the EPA has set the new action level at 10 ppb under the Lead and Copper Rule, “the Division of Water and KRWA are pushing for 1 ppb,” said Todd Ritter, one of four KRWA staff members who travel across the Commonwealth to collect water samples for the program. That number is very close to the minimum amount that can be detected by modern equipment, he explained.
When detections occur, Ritter said, KWRA recommends flushing the water lines for 30 seconds before using the water. In some instances, schools may elect to replace fi xtures, such as old drinking fountains, if they are suspected of being a source of lead contamination.
“Older buildings tend to be more vulnerable,” Ritter said.
Under EPA’s Lead and Copper Rule Improvements (LCRI), local water systems will be required to offer lead testing for drinking water at elementary
schools and childcare facilities beginning in 2028. Until then, Kentucky’s Voluntary Lead Testing program is providing an essential, immediate service for many schools that want to know the quality of their drinking water.
Todd Ritter, with the Kentucky Rural Water Association, samples a classroom handwashing sink at the Nicholas County Head Start in Carlisle, Kentucky on June 30, 2025.
(KY EEC/AIDAN DILLARD-HIJIKATA)
WALKING THE GEMBA:
Why Presence Matters More Than Paperwork
Dashboards show whether you passed. Walking the system shows how you barely passed – and what will break next. In a sector where public health, safety, and trust are on the line, the most consequential leadership move is not another memo. It is lacing up your boots.
Over three decades in management and thousands of Gemba walks, later I have learned one truth: if you want to lead, you must leave the office. Reports, audits, and dashboards matter, but they never tell the whole story. The real story unfolds in the field, in the lab, at the counter, and in the trench. That is where leadership happens, because that’s where water work happens.
Paperwork is essential. Regulators demand it, boards expect it, and customers trust it. But reports are always after the fact. They summarize, condense, and filter reality into neat boxes. On paper, chlorine residuals are “in range.” At the sampling station, the operator flushes an old tap longer than the SOP assumes. On paper, 95 percent of valves are exercised. In the trench, a crew fi ghts a frozen key with their shoulders. On paper, call times average three minutes. At the counter, clerks rush customers through conversations that
Shannon Elam, General Manager of North Marshall Water District
leave no one satisfi ed. Paper shows outcomes. Presence shows process. Without presence, leaders risk governing by assumption instead of evidence.
Lean thinkers call it Gemba – the “real place.” It is where value is created and where problems are revealed. For utilities, the Gemba is everywhere water touches: the treatment plant fl oor, the trench at midnight, the sample bench, the front desk where a customer asks for help. To practice leadership presence is to go to those places – not as an inspector, but as a learner. The best question is not “Why aren’t you following the SOP?” It is “What makes the SOP hard to follow in real conditions?” Or “What tools or support do you need to do this job more safely and efficiently?” That shift – from directing to discovering – changes everything.
At a treatment plant, a superintendent reviews turbidity numbers. All within range, compliance achieved. But walking the lab, they notice an operator tapping the turbidimeter to coax a reading. The sticky sensor never appears in the report, but it shapes daily stress. A small equipment upgrade follows. Compliance becomes easier, not fragile. In the distribution system, a manager watches
a crew dig out a leak. The paperwork will later say “repair complete.” In the trench, the leader hears grumbling about clamps that do not quite fi t and valve keys that wear out shoulders. The insight does not become a reprimand; it becomes a purchase order. Weeks later, repairs are faster, safer, and less punishing.
“ Lean thinkers call it Gemba – the “real place.” It is where value is created and where problems are revealed.”
At the customer counter, a director spends an hour beside clerks. Reports celebrate short call times. Reality reveals rushed conversations and frustrated customers. Clerks explain that rigid policies tie their hands. Leadership listens, revises the policy, and empowers clerks with plain language and a little fl exibility. Call times tick upward.
Complaints plummet. Even trustees benefi t. A budget line for “lab equipment” feels abstract in a board packet. But after a tour, they watched operators wrestle with a sticky sensor and seen how fragile compliance really is. Investment decisions shift when presence replaces abstraction. Presence, in every case, reveals what paper hides.
Presence is not micromanagement. Micromanagement says, “I don’t trust you, so I’ll check your every move.”
Presence says, “I trust you, and I want to understand your challenges so I can remove them.” To get there, leaders must shift mindset: from managing by memo to leading by walking. From what is reported to what is real. From checking compliance to removing barriers. Policies do not change culture; proximity does. Dashboards show outcomes; Gemba shows the cost of those outcomes. Compliance is the baseline. Leadership ensures the system makes compliance easy, not heroic. Presence is not about telling people what to do. It is about listening long enough to know what gets in their way – and fi x it.
Leaders already pressed for time may wonder if presence is worth it.
“ Leadership is not about managing paperwork. It is about leading people. And the only way to lead people is to go where they work, see what they see, and shoulder what they shoulder. Presence is not optional. It is essential.”
The payoff is clear. Observing reality prevents misdiagnosis. A “slow crew” turns out to be a “slow clamp.” A “training problem” is really a “layout problem.” Investment decisions sharpen when informed by firsthand observation. Reports lag, but Gemba surfaces problems in real time. A hydrant flush that takes twice as long as expected, a part that always arrives late, a script that confuses customers – these are spotted and fi xed before they become trends.
When staff see leaders show up, listen, and follow through, trust grows. Employees share risks earlier, admit mistakes, and propose ideas. The culture shifts from compliance-driven silence to improvement-driven openness. Standing in a trench on a chilly night sends a stronger message than any memo: “Your work matters enough for me to be here with you.” Symbolism is not trivial. It shapes morale, loyalty, and pride.
Lean rests on two pillars: continuous improvement and respect for people. Respect is not a line in a policy. It is experienced when leaders show up, ask questions, and act on the answers. Respect is giving operators tools that
do not injure them. It is giving clerks policies they can explain without apology. It gives crews support, so compliance is achievable within normal hours. When staff feel respected, they give more – an extra check, a better idea, the courage to raise a hand before a near miss becomes an incident. Respect breeds vigilance, and vigilance keeps water safe.
Presence also builds unity. In utilities, divisions can grow office versus field, management versus crew, plant versus distribution. As a leader, anything you do to divide your people will weaken your ability to achieve organizational objectives. Presence closes the gaps. When office leaders walk the trench, when managers sit at the counter, when trustees tour the plant, silos break down. Staff see leadership not as distant enforcers but as partners in the same mission.
One mid-sized utility saw leak repair times inch upward. Dashboards said effi ciency was fine. Customers disagreed. Leadership committed to a month of ride-alongs. Patterns appeared quickly: clamps mismatched for older zones, manual valve keys straining shoulders, parts trucks delayed in school traffi c.
Three fi xes followed: zone-specifi c clamp kits, hydraulic valve operators, and micro-staged parts trailers. Repair times dropped 27 percent in a quarter. Injuries declined. Complaints eased. No new software. No grand initiative. Just presence pattern fi x.
The power of presence compounds when it becomes habit. Leaders who practice it set a rhythm: plant walks, ride-alongs, counter sits, board tours. They rotate focus – safety this week, customer experience next. They capture insights simply, act quickly, and close the loop with staff. When presence is routine, it stops feeling like inspection and starts feeling like culture.
Ask yourself: when did I last walk the plant fl oor instead of reading the report? When did I last stand in the trench, not just review the work order? When did I last sit beside a clerk and hear the customer’s frustration firsthand? When did I last invite a trustee to see the system we ask them to fund? Your answers will reveal whether you are leading by assumption – or by evidence.
Dashboards will not go away, nor should they. They tell you if you passed. But if you want to know how you passed –and whether you will be ready to pass again – you must walk the Gemba. Leadership is not about managing paperwork. It is about leading people. And the only way to lead people is to go where they work, see what they see, and shoulder what they shoulder. Presence is not optional. It is essential. If you want to lead where water flows, you must walk where water is made.
Shannon Elam serves as the General Manager of the North Marshall Water District, where he leads operations dedicated to providing safe, high-quality drinking water to the community. He holds a master’s degree in healthcare management and has more than 30 years of management experience across multiple sectors.
In addition to his leadership background, Mr. Elam is a licensed Class IV Distribution Operator and a certified Lean Six Sigma Black Belt, blending technical expertise with process improvement discipline. His career reflects a commitment to operational excellence, regulatory compliance, and customer-focused service, while fostering a culture of continuous improvement within the utility.
RURAL AMERICA RELIES ON RURAL DEVELOPMENT
PUBLIC HEALTH FOR RURAL COMMUNITIES
Water is a vital resource and is required for all aspects of daily life, including drinking, cooking, washing, and flushing. In order to protect public health, all Americans should have access to this resource through reliable infrastructure.
Rural America’s 46.1 million residents deserve safe drinking water and clean wastewater treatment just as much as urban or metropolitan residents. While access to basic water infrastructure may be taken for granted by many American citizens, it still is not a reality for approximately 146,000 rural households.
Over the last 70 years, through billions of dollars in financial assistance through USDA RD, the U.S. has made great advancements in the standard of living in rural America. Millions now have access to safe drinking water that their parents did not have. Thousands of rural communities now have modern wastewater systems, eliminating millions of failed septic tanks, cesspools, straight pipes, and worse.
For the 27,500 public elementary and secondary schools, approximately 9.8 million students, and 1,810 hospitals in rural America, public health would be immediately jeopardized without safe drinking water and clean wastewater treatment.
Even for established water and wastewater systems, new regulations such as EPA’s recent PFAS and Lead and Copper Rules results in costly operational and infrastructure upgrades. USDA RD WEP ensures rural America and its communities have access to funding when they are faced with making these upgrades to remain in compliance.
Today’s Congressional policies and funding decisions are jeopardizing the public health of every community in rural America. Budget cuts will leave USDA WEP unable to accomplish its mission. WEP is instrumental in helping rural America ensure public health is protected for all rural people.
USDA RURAL DEVELOPMENT WATER & ENVIRONMENTAL PROGRAMS (WEP)
Since 1972, USDA RD WEP has been the consistent source of support for rural communities to complete necessary upgrades to their water and wastewater facilities.
During 2023, WEP obligated more than $1.6 billion in loans and grants, with 73.5% of projects addressing a health and sanitary issue. The projects funded support more than 1.1 million rural residents, including approximately 28,326 new service connections.
TELL CONGRESS NOW KEEP RURAL AMERICA STRONG!
Scan the QR Code to learn more about how you can help keep Rural America Strong!
USDA RURAL DEVELOPMENT WATER PROGRAMS PROTECT PUBLIC HEALTH
THE IMPACT
WEP PROVIDES NEW WATER TREATMENT PLANT FOR SULLIVAN, ILLINOIS
RURAL AMERICA
DESERVES RURAL DEVELOPMENT
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If Congress does away with this funding, there will be a lot of communities that are unable to provide safe drinking water to their customers. Nobody is going to pay an additional $150 every month for their water services. This funding is vital to small communities to be able to meet compliance and provide safe drinking water.
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Chuck Woodworth Sullivan Public Health and Safety Commissioner
IMPACT IN ACTION
Portions of the City of Sullivan’s treatment plant were over 40 years old and in dire need of repair and the chlorination system had no backup.
CITY OF SULLIVAN, IL POPULATION | 4,413 WATER USERS | 2,367
“We had an evaluation from the EPA with the old water plant and they wanted redundancy on the softening process and other items. With the condition of the building, we were going to have to rebuild part of the building,” said Chuck Woodworth, Sullivan’s Public Health and Safety Commissioner.
Illinois Rural Water Association Circuit Riders worked with the community’s administration and operational staff to obtain funding through USDA RD.
“We met with them and got the paperwork started. They said we were eligible for everything and that it would be a wonderful project for us to do. Working with RD was awesome. We would ask something, and they would have an answer. The whole process, I felt like, was very easy,” Woodworth said.
This project, completed in October 2023, alleviated all health and sanitary concerns, met Illinois EPA requirements, and ensured safe potable water for all users.
“If not for the help from the loan to build the plant, we would probably not be able to meet compliance today. We would not have been able to afford to make the required changes. Without Rural Development funding, we wouldn’t have been able to do that,” Woodworth said.
CALL TO ACTION
Fund Water Infrastructure - Stand Up for USDA Rural Development
Rural Development will continue to play a vital role in modernizing, preserving, and protecting rural America’s infrastructure and public health. You can help secure its future today by signing the pledge and writing to your Congressional representatives today.
Providing adequate support and resources necessary to protect and enhance the environment, public health, sustainability of utilities, and economic vitality of rural America with clean, affordable, and safe water service is a primary responsibility for our federal elected officials.
Visit www.ruralwaterstrong.org to learn more.
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Upcoming Events
OCTOBER
14–16 Surface Water Treatment Certifi cation School
Bowling Green, KY
NOVEMBER
5-6 2025 Management Conference
Please Note: The Best Tasting Water Contest is moving! This year, bring your water samples to Bowling Green for the 2025 Management Conference.
12–13 UMI – Human Resource Management for Utilities Morehead, KY
18–20 Wastewater Collection Certifi cation School Louisville, KY
DECEMBER
9–11 Wastewater Treatment Certifi cation School –
Jenny Wiley SRP Prestonsburg, KY
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Jenny Wiley SRP Prestonsburg, KY
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May 13–14, 2026 EXPO Glendale, KY
August 24–26, 2026 Annual Conference Lexington, KY
November 4–5, 2026 Management Conference Bowling Green, KY
Supporting Kentucky utility infrastructure
Flexible term program Interim loan program
The tools rural communities need to grow stronger are well within reach, and we help local leaders use them wisely. Raymond James works with communities to cultivate a variety of development projects across the United States, and right here in Kentucky. With over $1.8 billion in loan issuances for Kentucky Rural Water’s successful lending programs, our experienced and local banking team is committed to funding the progress of Kentucky’s utility infrastructure.
Proud partner to Kentucky Rural Water’s successful lending programs
$1,195,000,000 in Interim Loan Program issuance (more than 500 loans)
$690,000,000 in Flexible Term Program issuance (more than 300 loans)
Program partners
Rural Water Financing Agency
Raymond James Rubin & Hays
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