November 2012

Texas Water Utilities

JOURNAL

VOLUME 22

NOVEMBER 2012

NUMBER 11

2013 TWUA REGIONAL SCHOOL SCHEDULE 2013 TWUA REGIONAL SCHOOL SCHEDULE: DATE

EVENT

PRIMARY CONTACT

EXHIBITS CONTACT

Feb 24-27

TWUA Annual School

David Moore (512) 459-3124

Norma Clark, (432)528-1608

Feb. 5-7

Far West Texas Regional School Pecos County Civic Center Ft. Stockton, Texas

Norma Clark (432) 528-1608

Tom Ezell, (432) 553-1196

April 2-4

Panhandle Regional School Amarillo Civic Center Amarillo, Texas

Jessie Flores (806)378-3019

Ruben Arias (806)378-3019

April 22-25

Southeast Regional School Holiday Inn Centre Beaumont, Texas

Pat Gray (713)637-8835

Rob Starr, (409) 755-1559

May 7-9

Central West Texas Regional School Abilene Civic Center Abilene, Texas

Shorty Radde (325)650-1834

Mickey Chaney (325) 548-2237

May 13-17

North Central Texas Regional School Univ. of Texas Arlington Arlington, Texas

Donna Starling (972)721-2431

Selena Jackson (972)237-8377

June 10-13

Central Texas Regional School Killeen Civic Center Killeen, Texas

Teresa Bryant (254)750-8007

Damon Boniface, (254) 986-2949

July8-10

Southwest Texas Regional School McAllen Conference Center McAllen, Texas

Javier Santiago (956)681-1700

Lynn Short, (361)485-3381

August 6-8

Permian Basin Regional School MCM Grande Hotel Odessa, Texas

Norma Clark (432)528-1608

Norma Clark, (432) 528-1608

August 27-30

East Texas Regional School Harvey Hall & R.T.D.C. Tyler, Texas

Mike Norris (903)939-8278

Mike Norris (903)939-8278

Nov. 4-7

West Texas Regional School Lubbock Civic Center Lubbock, Texas

Paul Nolen (806)775-2747

Russ Ropes (806)775-3237

Please contact the person listed above for additional information about your regional school or call TWUA Central Office at (888)367-8982.

Please visit our website at www.twua.org to register for one of these schools. Thank you for your support.

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Inside

ARTICLES S TRAINING LISTINGS S EMPLOYMENT

ARTICLES:

President's Perspective..................................................................6 by, Norma Clark, TWUA President TWUA Executive Director News:.....................................................8 by, Russell Hamilton, ED PES News: Updates to 40CFR & 136...............................................................10 by,Jennifer Moore, Pretreatment Coordinator, TRA Safety News: Routine Inspections of Laboratory Safety Equipment.................12 by,Christi J. Felice, MS, Safety Committee Member Customer Service News: Five Do's and Don'ts for Calming Cranky Customers...................20 by, Jeff Mowatt, Customer Service Strategist

14

LAS News: Call for LAS Award Nominations..................................................22 by, Jill Bolin, LAS Awards Chair

ADVERTISERS: Classified Ads.....................................................................................30 Ana-Lab...............................................................................................6 ChemEquip Services, L.L.C.................................................................... 9 Chlor-Serv, Inc...................................................................................22 Hartwell Environmental Corporation.....................................................15 Jim Cox Sales.......................................................................................3 Layne-Texas.......................................................................................26 Magna Flow........................................................................................ .7 Moody Bros., Inc................................................................................30 Professional Cards..............................................................................24 Samco Leak Detection........................................................................22 Smith Pump Company, Inc.........................................Inside Back Cover

16

TRAINING: .TWUA

Training Schedule................................................................................14 95th Annual School Information.............................................................16 WEAT Webinar...............................................................................................24 TEEX Training Schedule..................................................................................27

.TWUA

20

TEXAS WATER UTILITIES JOURNAL TEXAS WATER UTILITIES JOURNAL (ISSN 1051-709X) is published monthly by the Texas Water Utilities Association, located at 1106 Clayton Lane, Suite 112 West, Austin, Texas 78723-1093, for engineers, operators, managers, laboratory technicians, customer service personnel, and other professionals employed in, or interested in, the water and/or wastewater industry. Five dollars of each annual membership dues payment to the Texas Water Utilities Association pays for a subscription. Non-Member subscription price: USA $50 per year; $4.20 per single copy; $60 per year outside USA. Periodicals Postage Paid at Austin, TX. The Texas Water Utilities Association is wholly independent, and is not affiliated with the American Water Works Association, the Water Environment Federation, or any other National organization.

POSTMASTER: Send address changes to: TEXAS WATER UTILITIES JOURNAL, 1106 Clayton Lane, Suite 112 W., Austin, TX 78723-1093. TEXAS WATER UTILITIES JOURNAL is not responsible for facts and/or opinions expressed by contributors or in advertisements herein. Editorials and comments do not necessarily represent the official policy of the Texas Water Utilities Association. All inquiries should be directed to: Texas Water Utilities Association, 1106 Clayton Lane, Suite 112 W, Austin, TX 78723-1093, phone 512/459-3124. Any material accepted for publication is subject to revision and editing at the discretion of the publisher. All advertising in the TEXAS WATER UTILITIES JOURNAL is subject to approval of the publisher. Learn more about T.W.U.A. at our Web site: www.twua.org

4 TEXAS WATER UTILITIES JOURNAL www.twua.org

December 2012

We Offer Thanks Lord, as we gather together on this special day.

We reflect on our blessings and Your majesty here on display.

For this food we respectfully offer thanks.

Of Your many blessings, this one highly ranks.

We’re so thankful, for our families and friends.

We ask for strength and guidance, as Grace You extend.

We pray for forgiveness for all the times we failed; And we’re thankful You’re a loving God, as Your plan is unveiled.

At a time when conflict seems to be the norm; We lift our prayers and ask that the violence be transformed.

Many times Your Son has said, the greatest gift is love; So reconnect us all oh Lord, with guidance from above. .

For our soldiers and their families, we ask Your protection.

We pray You’ll bring them all safely home and deliver clear direction.

For the homeless, the sick and those with special needs; We pray Your grace will sustain and Your blessings will exceed.

We give You praise for this glorious day.

Help us never take for granted; our freedom to pray.

Provide us with the strength, to confidently stand tall; As we offer Praise to Him, the one, who gave all.

Amen © Russell Hamilton - 2012

December 2012

TEXAS WATER UTILITIES JOURNAL www.twua.org

TWUA PRESIDENT:

Norma Clark, Permian Basin Regional Officer

The holiday season is upon us! Although there are problems in the United States, we are fortunate to live in a country in which we have freedoms that many people in other parts of the world do not have, which is reason to give thanks. I wish all of you a happy and blessed Thanksgiving.

A description, criteria for each award and information on submitting awards can be found at www.twua.org. The deadline for submitting a nomination is December 31.

Please help us make this the year when all categories are awarded!

I hope that you are making plans to attend the 95th TWUA Annual School which will be held February 24 – 27, in Corpus Christi. TWUA staff and the many volunteers associated with Annual School put forth a lot of work to ensure that the school is successful and a rewarding educational experience for all students.

“Make it a habit to tell people thank you. To express your appreciation, sincerely and without the expectation of anything in return. Truly appreciate those around you, and you’ll soon find many others around you. Truly appreciate life, and you’ll find that you have more of it.” Ralph Marston S

In looking through the history of TWUA, I learned that the first Annual School (or Short School as it was called then) was held in Austin in 1920. There were 11 registrants; however, only three completed the course. Two schools were held in 1921, and by the 8th Annual School held in 1926, registration had grown to 227 and traditions had been developed that still continue.

One of those traditions is recognizing TWUA members who provide exemplary service to the water utilities industry and/or TWUA. Any TWUA member can nominate a TWUA member for an award. Unfortunately, nominations have continued to decrease to the point that not every award is always given due to a lack of nominations. I know that there are many TWUA members deserving of receiving an award.

If you know of someone, help us honor them by nominating them for one of the following awards.

•

The W.T. “Doc” Ballard Memorial Service Award

•

The Daniel C. Allen Memorial Distinguished Service Award

•

The Outstanding Professional Award

•

The Outstanding New Professional Award

•

Operator of the Year Award

•

Exemplary Service Awards in the areas of: Education and Training Public Education Association Leadership

P. O. Box 9000 • Kilgore, Texas 75663-9000 903-984-0551 • Fax: 903-984-5914 www.ana-lab.com • email: corp@ana-lab.com Ana-Lab Corporation is an employee-owned organization which provides industry, government, consultants, and individuals with complete, timely, and accurate chemical analysis, including state approved total coliform testing.

Amarillo 806-355-3556

Dallas 972-620-8900

Brownsville 956-831-6437

Austin 512-821-0045

Houston 281-333-9414

Community Improvement Community Service

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Heroism 6 TEXAS WATER UTILITIES JOURNAL www.twua.org

December 2012

December 2012

TEXAS WATER UTILITIES JOURNAL www.twua.org

EXECUTIVE DIRECTOR NEWS: Russell Hamilton, TWUA ED Proud Supporter of : Breast Cancer Awareness

We acknowledge the blessing of rainfall and cooler weather that we have received. The effects of this drought are far from over, but we take comfort in what has been provided and what is on the way. Fill our lakes and streams with abundant water. Help us to be a more appreciative society and one that does not take the gift of water for granted.

who owns a very successful horse ranch. From time to time, he allows fund-raising events to be held on his ranch and he is particularly interested in assisting with raising money for youth at risk programs.

As we prepare for another Thanksgiving Holiday, I sincerely hope everyone experiences a blessed and joyous day. I urge you to remember our troops and their families. It is easy to take our freedom for granted. So during this time, I hope you will stop and reflect on our soldiers and the sacrifices they make; so that we can enjoy freedoms and life as we know it.

The rancher thought and then said; let me tell you a story. Some time ago there was a young boy who helped his father train horses. They would go from stable to stable, ranch to ranch, and town to town training horses and working on the ranches. As a result, the boy’s formal education was continually interrupted, and as you can guess, at times he struggled. When this young man was a senior in High School, the class was asked to write a paper about what you want to be and do after graduation.

I also want to acknowledge and thank the operators who will be working during the holiday season to ensure that we have abundant water, and those who work with Collections and Treatment of wastewater – without your efforts, the enjoyments of this holiday would not be as joyful, so thank you. In case, no one has acknowledged it to you lately you do a fantastic job!!

There is nothing new to report and no changes regarding direct supervision, process control, or anything related to criminal background checks.

Talks have been scheduled with TCEQ staff and hopefully there will be additional information to share next month.

I know this may seem early, but I would like to encourage you to start thinking about Annual School.

February will be here before you know it. The Omni is our partner and host hotel; so if possible I would like to ask for your help in meeting our room block obligation. I would also like to encourage you to come be a part of the Final Board Meeting – Opening Session – Awards Program – Reception on Sunday afternoon / evening. We are offering discounts for early registration and hope that you will take advantage of those. There is information in this journal regarding class offerings and registration. We fully understand that Corpus is not on the way to many Texas cities. However, we have found that it is a good fit for TWUA, and we just ask that you give Corpus a try. Be a part of building new traditions.

The story goes something like this, there was a man 8 TEXAS WATER UTILITIES JOURNAL www.twua.org

A reporter was interviewing the rancher for an upcoming story. The reporter asked the question so what got you interested in raising horses and helping those less fortunate?

That night this young man, wrote a twenty-page paper describing his dream in precise detail, of someday owning a horse ranch. He was very specific and even drew a diagram of a 1,500 acre ranch showing the placement of all the buildings, the stable, bunk house, the track, pastures and fences and he even drew a detailed floor plan of a 5,500 square foot house that would sit on the 1,500 acre dream ranch.

This young man poured his heart into the project. He carefully chose his words and did his best to punctuate correctly. The following Monday all papers were due.

He handed his to the teacher and felt good about his work.

Three days later the papers were graded and passed back. On the front, of this young man’s paper was a large red “F” and a note that read, “See me after class.”

This young man went to see the teacher after class and asked, “Why did I receive an F?” The teacher said, “This is an unrealistic dream for a young man like you. You have no money. You are from a wandering immigrant family that will never put down roots. You have no resources. Owning and maintaining a horse ranch requires a lot of money. You have to purchase land. You have to purchase the best breading stock, and later you’ll have to pay large stud fees. Horse ranches are labor intensive. There’s no way you could ever hope to accomplish what you wrote in your paper.

The teacher then added, if you will rewrite this paper with more realistic goals, I will reconsider your grade.”

December 2012

The young man went home devastated. He thought about what this teacher said long and hard. When his father came home, he asked what he should do. The father said, “Look son you have to make up your own mind on this. However, I think this is a turning point in your life; and this decision will help to mold you and your destiny.”

who gave me the ‘F’, brought 30 kids to our “kid’s camp” for a week. When the teacher was leaving, she said, I can tell you this now. When I was your teacher, I was something of a dream stealer. During this portion of my career, I stole a lot of kids’ dreams. I am so sorry, but I am glad that you have enough fortitude, not to give up on yours.

Finally, after much thought and anguish, the young man went back to the teacher and turned in the same paper, making no changes at all. He respectfully informed the teacher “You can keep the ‘F’ and I will keep my dream.”

Moral: Don’t let anyone steal your dreams. Follow your heart, no matter what. There will be set backs, and

The rancher then turned to the reporter and said, “I tell you this story because you are now sitting in my 5,500 square foot home in the middle of my 1,500 acre horse ranch and according to my peers I am a successful horse breeder and trainer. I still have that school paper framed over my fireplace. The best part of this story for me, is that last summer this same school teacher

Parting Thought – We do not need all operators in Texas to be a member of TWUA – JUST YOU!!!

there will be obstacles, but there is nothing quite like the realization of a dream or goal. S

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PES NEWS:

Updates to 40CFR & 136 By, Jennifer Moore, Pretreatment Coordinator, Trinity River Authority of Texas

The initiation of my introduction into the realm of Pretreatment actually occurred with the analysis of industrial wastewater in a lab setting. Prior to working for the Trinity River Authority’s (TRA) Pretreatment Division, I worked for a small private environmental laboratory for 5 years as a bench chemist. I analyzed countless samples for a variety of analysis. At that time, it was not on my radar that one of the reasons I was gainfully employed was because the industrial community had to meet certain Pretreatment regulations to discharge to the sanitary sewer. In fact, it was not until I first interviewed at TRA that I was aware that such regulations exist and how complex they can be.

Pretreatment regulations are vast and have a lot of “nooks and crannies” that cause us to never stop discovery or learning in this professional field.

Having the prior lab experience was a benefit and exceed my understanding of what care and attention were needed when collecting samples and reviewing sample data. I was introduced formally to 40CFR §136 by my mentor on my first day at TRA. 40CFR §136 is the location of the federal rules for analysis and sampling under the Clean Water Act (CWA).

Upon my introduction, a light bulb went off in my head.

I realized why clients at my previous job had asked for specific methods to be run and why internally in the lab setting we took great care to document samples that were not preserved correctly or collected in the wrong container.

In Pretreatment, we are tasked with determining if an industrial user (IU) is compliant with discharge standards.

In addition, we must take care to provide legally defensible data in a court of law. Most noncompliance issues for IUs stem from sample violations of categorical standards or publicly owned treatment work’s (POTW) local discharge standards. It is crucial that sample collection and your contract lab adhere to the methods, preservation techniques, sample collection containers, and hold times found in 40CFR §136. Following these procedures, as well, as properly documenting one’s adherence to them, should allow for the regulator or regulated to have confidence in the compliant or noncompliant results that are reviewed on a lab report.

At TRA we have created a collection and sample review “cheat sheet” that we utilize based on 40CFR §136.

This allows us to not have to lug around a full copy of the regulation. Some sections are not relevant to the parameters we sample for. I am sure many programs have something similar. I would like to encourage everyone from time to time to review such aids because

10 TEXAS WATER UTILITIES JOURNAL www.twua.org

EPA does update these guidelines for establishing test procedures for the analysis of pollutants. In fact, EPA finalized an update to 40CFR §136 this year on June 18, 2012. I was going to take this opportunity to share with my peers the changes and additions that might be relevant to those directly involved specifically with Pretreatment.

A. New Methods and New Versions of Previously Approved Methods A TPDES permittee must use an approved test procedure for the specific pollutant when measuring a required waste constituent. Since Pretreatment program requirements are a part of a TPDES permit, this holds true for not only samples collected at one’s own wastewater treatment plant but also for samples collected at IUs for the purpose of determining compliance. With this update, EPA added to the pool of methods or approved revisions to methods for such things as Oil and Grease, Metals, Pesticides, Microbiologicals, Non- Conventional, and Organics.

This included not only EPA methods but also Standard Methods, ASTM Methods, and Alternative Test Procedures (ATP). The most relevant additions related to us who work in the Pretreatment field are as follows: 1. Methods EPA 1664B was added for Oil and Grease.

Method EPA 1664A is still approved as well.

2. 40CFR §136 lists approved Pesticide methods in two tables. One is Table ID (Test Procedures for Pesticides).

The other is Table IG (Test Procedures related to Pesticide Active Ingredients). These tables would be referenced for test procedures if one wanted to identify if a pesticide manufacture (40CFR §455) had active pesticides ingredients present in their waste stream.

EPA established consistency between these two tables.

If an active pesticide was listed on the IG table and not on ID table, it was added to the ID table.

3. There are changes related to EPA 624 (Total Toxic Organic Volatiles). Some would be utilizing this method for certain categorical industrial users (CIU) and possibly as a local pretreatment standard. The update to the rule approves EPA 624 Method, “purgeables” for the determination of Acrolein and Acrylonitrile in wastewater and revises footnote 4 in Table IC (Non-Pesticide Organic) to specify that the lab must provide documentation about its ability to measure these analytes at the levels necessary to comply December 2012

with associated regulations. Previously, the footnote indicated that the EPA 624 Method could be utilized to screen for these two parameters; however, if they were known to be present, then the preferred method is EPA 603 or EPA 1624B. 4. It is common for many of us to use Standard Methods.

EPA has now indicated that laboratories using any approved Standard Methods must follow the quality control procedures specified in the 20th or 21st edition of Standard Methods.

B. Revisions in Table II at 40CFR §136.3(e) to Required Containers, Preservation Techniques, and Holding Times.

Table II in 40CFR § 136 is a very important area of the rule for us in Pretreatment. This table and its lengthy footnote section identifies for us a quick way to know the correct container type, preservation, and hold time requirements for the collection of parameters. Some of the modifications to this table that are more relevant to our work in Pretreatment include: 1. For cyanide sample handling, Footnote 5 of Table II was revised to recommend treatment options from an ASTM method for samples containing oxidants. EPA actually shortened the footnote. Previously, they listed specific reducing agents and procedures.

Now, EPA references the practice of adding a reducing agent to remove an oxidant as detailed in an ASTM Method D736509a or Standards methods (20th and 21st editions) Section 9060A. Therefore, if you have an oxidant present (i.e. Chlorine) you would need to add a reducing agent; therefore, you would need to follow one of the methods identified in the footnote.

2. Cyanide sampling instructions are further revised in Footnote 6 to detail that options are available for interference mitigation instructions in the ASTM method D7365-09a. In addition, when these instructions are not effective in the method, the footnote further details that a lab may use any means necessary to remove the interference as long as it meets the QC in the test method and maintains documentation of the process.

Previously, footnote 6 was huge because it painstakingly detailed ways to remove oxidants. Once again EPA is now just referencing one to the method.

3. The rule revised footnote 22 which has to do with bacterial tests like E. coli. and Enterococci. The footnote was reworded to read sample analysis should begin as soon as possible after receipt, and sample incubation must be started no later than 8 hours from time of collection. EPA simplified their intention on the footnote.

Orthophosphorous must be filtered immediately, details the filter size, and states filtration must occur within 15 minutes of collection. For us that translates to: filter in the field, not in the lab.

C. Further Revisions and Additions Related to Laboratory Practices In general, the rule clarifies procedures related to practices on the laboratory side. A summary of those changes are as follows: 1. EPA clarified the procedures for obtaining review and approval for the use of ATPs in 40CFR §136.4 and §136.5.

2. 40CFR §136.6 revisions would allow a laboratory to make certain modifications to an approved method to address matrix interference without the extensive review and approval process specified for an ATP. The revisions provide more examples of allowed and prohibited method modifications and clarify those situations in which an ATP is required and not required.

3.

EPA is specifying “essential “QC elements in 40 CFR §136.7 for use in conducting an analysis for CWA compliance monitoring. This is a new section of 40 CFR §136 and specifies laboratories need to be using the QA/ QC procedures in analytical methods or may be part of the methods compendium for approved §136 methods from a consensus organization (i.e. Standard Methods). Also, provides direction if a method does not identify QA/QC procedures.

Revisions at 40CFR §423 (Steam Electric Power Generating Source Category) This rule revises the 40CFR §423 definitions for total residual chlorine and free available chlorine to allow the use of “chlorine–total residual” and “chlorinefree available” methods on Table 1B in 40CFR §136.

These chlorine tests don’t appear to be a sampling requirement for indirect discharges.

I would like to encourage you to review the summary of the Final Rule (77FR29758). It can be accessed here: http://water.epa.gov/scitech/ methods/cwa/update_index.cfm. The summary has some good background information on the updates to the rule that provide good insight why EPA made those updates and modification to 40CFR §136. In addition, I only tried to focus on those changes that one might encounter under Pretreatment tasks. If you are involved with sample collection, data review, or lab analysis for other CWA compliance criteria, I would advise taking a peek at the summary of updates and modification to the rule. S

4. EPA clarifies in footnote 24 (new footnote) reasons that December 2012

TEXAS WATER UTILITIES JOURNAL www.twua.org

SAFETY NEWS:

Routine Inspections of Laboratory Safety Equipment By, Christi J. Felice, MS, Safety Committee Member

Employees generally receive frequent training on their facility’s emergency procedures with drills and safety discussions common. Supervisors provide the necessary safety equipment and supplies for their operation and actively train employees on the location and proper use of the safety equipment they have. However, how many supervisors inspect the condition of their safety equipment and supplies regularly? Conducting routine inspections of safety gear provides an opportunity to locate and correct faulty equipment or missing supplies before an emergency occurs.

Eye Wash & Shower Stations

The following is an overview on how safety equipment is inspected at a wastewater laboratory. This example can be adapted for all types of safety inspections and are suggestions for those facilities that may already have an equipment review process in place.

Inspection Checklist Each month the laboratory’s Safety Officer completes a “Monthly Safety Equipment Inspection” form by utilizing an inspection checklist. Positioned throughout the laboratory are various safety supplies and equipment that are reviewed including: •

First Aid Kits

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Eye Wash & Shower Stations

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Fire Extinguishers & Fire Blankets

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Broken Glass Containers

•

Fume Hoods

First Aid Kits First aid kits are the most frequently accessed safety supply in the laboratory. These kits contain bandages, alcohol wipes, antiseptic ointments, small eye wash bottles, burn gel, and pain relievers.

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Check available amounts on all items within the kits.

•

Check expiration dates on all items that are printed with one.

Any products that are low in quantity are restocked. Any expired items are removed and replaced with new ones.

When there is no clinic or hospital in proximity to the workplace, trained personnel in first aid and first aid supplies are required under OSHA’s 1910.151(b) standard.

Emergency eye wash and shower stations are inspected monthly for proper function. Some manufacturers may recommend weekly checks. Consult the manufacturer for questions regarding specific inspection details.

•

Flush both the shower and eye wash lines to clear them of any debris, bacteria, and stagnant fluid.

•

The water pressure should not be too strong or too weak, and the water levels in the eye wash flow should be even.

•

The eye wash basin should be clean of debris and stains.

•

The eye wash heads should have dust covers that are intact and effective.

•

The unit should be clearly marked with signs and should drain well.

Any defects in the eye wash or safety showers should be addressed immediately with needed repairs scheduled. If necessary, the unit can be removed from service via the facility’s tag-out procedures pending repair.

When personnel have the potential to be exposed to injurious corrosive materials, eye wash and/or shower stations are required within the immediate work area under OSHA’s 1910.151(c) standard. ANSI Z358.1 is the standard that establishes the minimum performance requirements for the eyewash and shower equipment.

Fire Extinguishers & Fire Blankets There are several fire extinguishers located throughout the laboratory. They are provided and serviced by a professional vendor. The vendor inspects the condition of each extinguisher monthly and conducts annual discharge tests of each unit.

•

Confirm the types of extinguishers installed are appropriate for the potential fire hazards of their location.

•

Examine extinguisher inspection tags to verify the vendor is reviewing each unit and noting it as safe and ready for use.

•

Include vendor contact information on the inspection checklist in case a service call is needed.

•

Verify with the vendor that old extinguishers are removed from service and replaced with new ones as needed.

In addition to extinguishers, fire blankets are checked for ease of accessibility and quality of condition. If fire blankets are present they should also be inspected and checked 12 TEXAS WATER UTILITIES JOURNAL www.twua.org

December 2012

for insects or other pests that may have taken up residence.

Requirements for portable fire extinguisher training and maintenance are covered under OSHA’s 1910.157 standard.

Broken Glass Boxes Broken glass boxes are usually cardboard containers with a plastic liner.

•

Observe how full and heavy the box is.

•

Inspect the integrity of the box. Is it intact?

If the box is damaged or at least half full it is disposed of and replaced with a new box. While these boxes appear to have a large capacity, once half full, they may get heavy and start to weaken.

Fume Hoods Laboratory fume hoods are used not only by lab personnel but also by sampling personnel to add chemical preservatives to their sample bottles. Because the fume hoods are used frequently, air flow should be checked weekly with a velometer or other air movement testing device. The flow rates are logged on an equipment quality control check sheet.

•

Keep hoods clean of spills, debris, and clutter

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Check lights and replace bulbs if needed

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Verify air fan turns on and runs without problem

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Position the sash at a level of optimum air velocity for work.

Typically, the average face velocity of the sash at 18 inches should be at least 100 feet/minute (fpm).

and service calls for needed repairs are scheduled and documented.

Conclusion: This inspection procedure is useful and can be tailored for use in other work environments. Having an inspection checklist for laboratory safety equipment is also an excellent method to document the laboratory’s OSHA compliance and general safety efforts. While routine inspections of safety equipment in a laboratory setting provides an opportunity to correct faulty equipment or missing supplies, it is also important to continue to train employees on its proper operation.

Christi is a chemist with the City of Lubbock's Southeast Water Reclamation Laboratory, a member of the Caprock District of TWUA and a new member of the Safety Committee.

Christi works as the Safety & Quality Control Officer with the laboratory and has a level A Laboratory Analyst Certification.

Christi is a graduate of Texas Tech University and holds a bachelor’s degree in Geology and Master of Science in Environmental Technology Management. If you would like to contact Christi or want to receive an electronic copy of her inspection form that can be edited, send an email to: cfelice@mylubbock.us . S

Mechanical problems with the hood’s fans are reported to the facility’s Maintenance department for repair. The hoods are inspected and certified annually by a professional vendor.

Inspections and certifications can also be completed in-house using properly calibrated and maintained equipment.

Other Items Reviewed Chemical spill and mercury clean up kits are checked for volume, condition, and appropriateness for possible spills.

Other first aid equipment, such as the Neutral-Sol Chemical Burn and Eye Wash solutions, are also checked for intact seals, clarity of liquid, and expiration dates. The laboratory’s weather radio is also checked for proper operation and a charged battery.

Emergency supplies and equipment should be checked monthly to assure adequate supply and operation.

Automatic External Defibrillators (AED’s) may also be present at a facility and should be checked at least monthly for proper operation. AED pads should also be checked to make sure they have not expired.

Lastly, the chemical inventory list and MSDS books should be updated as new products are received with the materials readily available for use. MSDS’s should have a production date within the last two years. If not, new ones are acquired, replacing the older versions in the active book.

Inspection Results Once completed the inspection checklist is signed by the Safety Officer and archived in the laboratory’s safety files according to the facility’s records retention policy. Purchase orders December 2012

Emergency equipment such as eyewash and shower equipment should be maintained clean and free of debris. Water flow should be even, as in this example.

TEXAS WATER UTILITIES JOURNAL www.twua.org

TWUA TRAIN To register for any TWUA classes – simply complete the registration form and fax to (512)459-7124 or contact TWUA @ 888-367-8982 for additional details. *NOTICE: Due To Recent Increases For Training Materials - Class Costs Have Increased. ***Pre-Registration Is Defined To Mean 14 Days Prior To Any Scheduled Event. All registrations received after the pre-registration cutoff date must pay on-site registration fee. We strongly encourage everyone to please pre-register by fax, e-mail, or calling on site registrations are welcome but not preferred.

Date

Location

Course

Address

Hours

Credit

Nov 27-29 Dec 11-13 Jan 15-17 Mar 12-14 Dec 17-19 Jan 14-16 Nov 6-8 Jan 29-31 Feb 5-7 May 21-23

Carrollton Waco New Braunfels Huntsville Laredo Domino Weslaco New Braunfels Carrollton New Braunfels

Basic Water Basic Water Basic Water GW Prod W Lab W Lab Distribution Distribution Distribution Distribution

4750 Josey Lane 200 Colcord 355 FM 306 488 SH75 N TAMU International FM 3129 1912 Joe Stevens 355 FM 306 4750 Josey Lane 355 FM 306

20 20 20 20 20 20 20 20 20 20

W W W W W W W W W W

Jan 8-10 Jan 8-10 Jan 28-30 Feb 12-14 July 22-24 Jan 7-9 Mar 25-27 Nov 13-15 Apr 9-11 May 20-22 Nov 4-6, 2013 Dec 19-21 Apr 2-4 Jun 11-13 Oct 21-23

Huntsville Carrollton Corpus New Braunfels Corpus Goliad Corpus Corpus New Braunfels Corpus Corpus Laredo Huntsville Huntsville Corpus

Basic Wastewater basic Wastewater basic Wastewater Basic Wastewater basic Wastewater WW Treatment WW Treatment WW Collection WW Collection WW Collection WW Collection WW Lab WW Lab Act Sludge Act Sludge

448 SH75 N 4750 Josey Lane 2726 Holly 355 FM 306 2726 Holly 211 E Franklin 2726 Holly 2726 Holly 355 FM 306 2726 Holly 2726 Holly TAMU International 448 SH75 N 448 SH75 N 2726 Holly

20 20 20 20 20 20 20 20 20 20 20 20 20 20 20

WW WW WW WW WW WW WW WW WW WW WW WW WW WW WW

Sept 23-25 Nov 13-15 Nov 13-15 Mar 19-21 Jul 16-18 Aug 19-21 Dec 5-7 Dec 11-13 Jan 16-18 Jun 11-13 Dec 3-5 Mar 12-14 May 7-9

Corpus New Braunfels Victoria Carrollton Huntsville Corpus Rockport New Braunfels Domino Carrollton Rockport New Braunfels Huntsville

Management Pump and Pumping Pump and Pumping Pump and Pumping Pump and Pumping Pump and Pumping Safety Safety Safety Safety V&H V&H Chlorinator Maint

2726 Holly 355 FM 306 2902 Bluff 4750 Josey Lane 448 SH75 N 2726 Holly 2751 SH35 Bypass 355 FM 306 FM 3129 4750 Josey Lane 2751 SH35 Bypass 355 FM 306 448 SH75 N

20 24 24 24 24 24 20 20 20 20 20 20 20

W/WW W/WW W/WW W/WW W/WW W/WW W/WW W/WW W/WW W/WW W/WW W/WW W/WW

Dec 11-13 Jan 7-11

Carrollton TWUA

BPAT Refresher EIT (Instructor I)

4750 Josey Lane 1106 Clayton Lane

20 40

W/WW/CSI/BPAT No operator hours

14 TEXAS WATER UTILITIES JOURNAL www.twua.org

December 2012

NING SCHEDULE 20 HOUR CLASSES : (PRE-REGISTRATION) $200 MEMBER $250 NON-MEMBER (ON-SITE ) $250 MEMBER $300 NON-MEMBER 24 HOUR CLASSES: (PRE-REGISTRATION) $260 MEMBER $310 NON-MEMBER (ON-SITE) $310 MEMBER $360 NON-MEMBER You can registrar on-line at http://www.twua.org/training.php for your next training class.

OCCUPATIONAL LICENSING CUSTOMERS: Beginning March 1, 2011, the Texas Commission on Environmental Quality (TCEQ) will accept a credit card or electronic check transfer for payments for all new occupational license and registration applications. As a result, any person applying for a new Occupational License or registration will be able to pay their application fee online using the TCEQ’s ePay system. Note: All online renewals will continue to be processed through Texas.gov. The ePay system allows companies, cities, municipalities, and organizations to pay up to 20 employees at one time using this system. At the time of the exam a printed receipt will be required. The receipt is considered to be a copy of the email verifying your payment or a copy of the web page showing the Trace Number and Voucher Number(s). For additional information and instructions on how to use the ePay system, please visit http://www.tceq.texas.gov/licensing/exams/registration. If you have questions please contact the Occupational Licensing Section at 512-239-6133 or email us at licenses@tceq.texas.gov. Allan Vargas, Manager Occupational Licensing Section.

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TEXAS WATER UTILITIES JOURNAL www.twua.org

Texas Water Utilities Association 95th Annual School

February 24-27,2013 Corpus Christi, Texas

TWUA Professionals We are proud to announce our upcoming 95th Annual School in Corpus Christi, Texas at the American Bank Center. Please mark your calendars and take advantage of our training program and more. Please remember in some cases classroom sizes may be limited.

Hotel Reservation Information: Hotel: Group Code TWUA/ Omni Hotel Bayfront will serve as our host hotel again this year. Room rate $143+taxes) For direct information or reservation please call (800)843-6664 or you can visit www.omnihotel.com for on-line reservations. This information is also located on our website at www.twua.org. Please note group discount reservation cut-off date is February 1, 2013.

Academic Offerings: All classes are 20 hour training courses. We encourage everyone to attend General Session on Sunday,February 24th, at the Omni Hotel and

visit the Exhibitor Area at the American Bank Center. Technical Sessions will begin at 8:00 a.m. on Monday and will end at 12:00 p.m. on Wednesday.

TCEQ Examinations Information: All TCEQ Water and Wastewater exams will be given at 1:30 p.m. on Wednesday, February 27th.

Class “A” exams and TWUA L.A.S. Voluntary Laboratory Analysts will be given *Tuesday, February 26th, at 8:00 a.m. Applications for the “A” exam must be approved prior to the Annual School. Approval for an “A” exam takes approximately 30-60 days. Call TCEQ Occupational Licensing Section for more information.

(512)239-6133 (W) (512) 239-0176 (WW).

Payment must be made on-site or prior to testing.

Please do not include testing fee with your TWUA registration. Please make check payable to: TCEQ and please allow (45) days for test results to be available on (TCEQ) website.

Exam Fees: Water Licensing Exams............................$111 Wastewater Licensing Exams...................$111 Collection I/II/III.........................................$111 TWUA LAS......................................$105/$150

Pre-registration and payment is also required for the TWUA Voluntary Laboratory Analysts’ Certification Program. Contact David Moore at TWUA Central Office (512)279-8125 for more information.

Discounts, Fees and No Refunds Policy:

By Mail or Online: Please submit all registration forms with a check or money order payable to: TWUA Central Office, 1106 Clayton Lane Suite #112 West, Austin, Texas 78723. Online registration is also available at www.twua.org. All major credit cards are accepted.

Fees: MEMBER Pre-Registration Fee: ........................................$220

NON-MEMBER Pre-Registration Fee:................................$270 *On-Site Registration Fee (Member):.................................$270 *On-Site Registration Fee (non-member):..........................$320

w No Refunds: Attendee substitutions are acceptable if received in Central Office prior to February 15, 2013. In other cases the funds can be used toward a future TWUA course. w Discount: In an effort to encourage pre-registration and save money, all Annual School registrations received and paid prior to November 30, 2012 may deduct $20 dollars from the above listed price. December 31, 2012 registrants may deduct $15 dollars from the listed price. Payment must accompany registration to qualify for discount. Registrations will still be accepted in January 2013 however all prices will increase $50 dollars. We are requesting all registrations and payments be sent to TWUA Central Office prior to February 15, 2013 following this date on-site registration will be available.

16 TEXAS WATER UTILITIES JOURNAL www.twua.org

December 2012

TWUA ANNUAL SCHOOL REGISTRATION FORM

Texas Water Utilities Association 95 Annual School (February 24-27,2013) th

95th Annual School Registration Form American Bank Convention Center - Corpus Christi, Texas

TEXAS WATER UTILITIES ASSOCIATION 95th ANNUAL SCHOOL February 24 – 27, 2013 American Bank Convention Center – Corpus Christi, Texas

ACADEMIC OFFERINGS: WASTEWATER COURSES:

WATER COURSES:

Basic Wastewater Wastewater Treatment Wastewater Collection Activated Sludge Wastewater Laboratory Advanced Pretreatment

WATER / WASTEWATER COURSES:

Basic Water Ground Water Production Water Distribution Surface Water II Water Laboratory

Special Topics for Lab Analysts Water Utilities Management Calculations Water Utilities Safety Special Topics **** CCC/CSI CS- Utility Relations – No Operator Credit

**** Pending TCEQ Approval Special Notes: **** These courses REGISTRATION FEES:are pending TCEQ Approval; they will be 20 hour classes

TEXAS WATER UTILITIES ASSOCIATION MEMBERS ONLY

Pre-Registration Until 12-31-2012

On-Site & After 1-11-2013

Water and/or Wastewater Courses ................................................................................................................... $220 .................................................

CSS Utility Relations Course ............................................................................................................................. $230 .................................................

PES Advanced Pretreatment Course ................................................................................................................ $230 .................................................

LAS Special Topics for Lab Analysts........................................................................... ..................................... $230 .................................................

TEXAS WATER UTILITIES ASSOCIATION NON-MEMBERS

$ 270 $ 280 $ 280 $ 280

20 hour Water and/or Wastewater Courses ...................................................................................................... $270 ................................................. $ 320

REGISTRATION INFORMATION: Provide complete information for each registrant - Photocopy this form if necessary - Substitutions ONLY - Refunds Cannot Be Made

Name:_______________________________________________ SS# or License #: ________________________________________________________________ Badge Name (Nickname):__________________________________ Course Selection: _____________________________________________________________ Address: __________________________________________________ Email: ___________________________________________________________________ City: _________________________________________ State: ______ Zip: _______________ Phone: _________________________________________________ Representing: _______________________________________ TWUA Member Method of Payment: Check (Ck #__________________)

Credit Card

YES

NO

Please provide information if a receipt is needed.

Attn:___________________________________ Email:__________________________________ or Fax #:________________________________

Bill my (Visa) (Master Card):_____________________________________________________________ Exp Date: _____________ Zip Code: ________________ Authorizing Signature for Credit Card: _____________________________________________________________________________________________________

School Registration Fee (See Above)……………………………………. ...................................................................................... $___________ AA Club Luncheon Ticket - $25 (Monday) ……………………………………. .............................................................................. $___________ A Club Luncheon Ticket - $25 (Monday) ……………………………………. ................................................................................. $___________ Event Parking Pass - $15 (Mon. – Wed.) ……………………………………. ................................................................................ $___________ Total Enclosed……………………………………. ................................................................................................................. $___________ Please make checks payable to TWUA: Mail registration form with payment to:

Texas Water Utilities Association School Registration Fee Includes: Evening reception, continental breakfast, shuttleAnnual service and exhibits, space is limited so register early.

Please make checks payable to TWUA: registration form with payment to: 1106 Clayton LaneMail Suite #112 West Texas Water- Utilities Association Annualonline School Austin, Texas 78723-1093 Registration is available at: www.twua.org 1106 Clayton Lane Suite367-8982 # 112 WestFax: (512) 459-71249-7124 For questions please call Central Office: (888) Austin, Texas 78723-1093 December 2012 TEXAS WATER UTILITIES JOURNAL www.twua.org Registration is available online at: www.twua.org Exhibits and Sponsorship Opportunities Are Available *Call Central Office for Questions: (888) 367-8982 Fax: (512)459-7124

TWUA 2013 AWARD CATEGORIES W. T. "DOC" Ballard Memorial Meritorious Service Award: As the Association's most prestigious award, the Meritorious Service Award should be presented only to one who has exhibited untiring dedication to the water utilities industry and to this organization. The recipient's service should span a period of fifteen or more years, and he/she should be or have been active at the State or National level of the industry and at the State level of this organization.

Daniel C. Allen Memorial Distinguished Service Award: As the Association's second highest award, the Distinguished Service Award should also be presented only to one who has exhibited untiring dedication to the water utilities industry and to this organization. The recipient's service should span a period of fifteen or more years, and he/she should be or have been active at the State level of the industry and at the State level of this organization.

Outstanding Professional Award: The Outstanding Professional Award should also be presented only to one who has exhibited dedication to the water utilities industry and exemplary service to this organization spanning a period of from five to fifteen years. The recipient's service should be or have been active at the T.W.U.A. Region or Section level and may include service at the State level of this organization.

Outstanding New Professional Award: The Outstanding New Professional Award should also be presented only to one who has served the water utilities industry and this organization in an exemplary manner and who has been employed in the industry for no more than five years. The recipient must be or have been active in his/her local TW.U.A. District or Chapter.

Exemplary Service – Education & Training: The Exemplary Service in Education and Training Award is designed to recognize outstanding contributions to the industry and to this organization for any duration of time. It is specifically designed to recognize those who give of themselves in serving the education and training needs of T.W.U.A. members and others employed in the water utilities industry.

Exemplary Service – Public Education: The Exemplary Service in Public Education Award is designed to recognize outstanding contributions to the industry and to this organization for any duration of time. It is specifically designed to recognize those who give of themselves in serving the need for improved public awareness of the importance of water and of the issues involved in the water utilities industry.

Exemplary Service – Association Leadership The Exemplary Service in Association Leadership Award is designed to recognize outstanding contributions to the industry and to this organization for any duration of time. It is specifically designed to recognize those who have shown exceptional leadership skills in the Association or one of its subsidiary Regions, Sections, Districts or Chapters.

Exemplary Service – Community Improvement: Exemplary Service in Community Improvement Award is designed to recognize outstanding contributions to the industry and to this organization for any duration of time.

It is specifically designed to recognize those who have been instrumental in bringing about a significant improvement in the protection of the public health or the water related environment in the community which he/she serves.

Exemplary Service – Heroism: The Exemplary Service in Heroism Award is designed to recognize one who has performed an exceptionally humanitarian act, whether on their job or in their private life. The recipient must have demonstrated endurance, civic concern, bravery, courage, nobility or other traits normally associated with heroism, but not have shown disrespect for their own life or safety in doing so.

The Association's Awards Committee also seeks nominations in the following Organizational Award categories: Leadership Award: The Leadership Award is designed to recognize an organization which has been particularly devoted to improving the public health and water environment of the citizens of Texas (or the Nation) and thus supporting the underlying mission of this organization. The award may recognize an organization for a particular product, program or service, or may be in recognition of their ongoing efforts in this regard.

Alliance Award: The Alliance Award is designed to recognize an organization, which has been particularly supportive of the Texas Water Utilities Association. The award may recognize an organization that has been particularly helpful in supporting T.W.U.A. membership, sponsoring Association educational or other events or in making monetary contributions to this organization, its programs and services, or in other areas.

R. B. “BOB” Batchelor Memorial Safety Program Award: Designed to recognize a utility, or a particular Department or Division within a utility, for an outstanding Safety Program.

Public Education Program Award : Designed to recognize a utility, or a particular Department or Division within a utility, for an outstanding Public Education Program.

Operator of the Year: This award is designed to recognize Operators of the Year within the Association that stand out in the categories by population.

Every subsidiary unit and every member of T.W.U.A. is invited to participate in the nomination process. Nominations should be made electronically or by using the forms on the next two pages. Forms must be in T.W.U.A. Central Office by December 31. All individuals and organizations nominated will be recognized in an upcoming issue of the JOURNAL. W. T. "DOC" Ballard Memorial Meritorious Service Award, Daniel C. Allen Memorial Distinguished Service Award, R. B. “BOB” Batchelor Memorial Safety Program Award, Outstanding Professional Award, Customer Service, LAS Award, PES Award will all be presented at the General Session on Sunday- March 4th In the Omni Bayfront Hotel Ballroom.

Please submit nominations electronically at: http://www.twua.org/membership/awards/award-nomination please be as detailed as possible in your narration. You may fax the R.B. BOB Batchelor Memorial Safety Program Award nominations to: (512) 459-7124. Should you have any questions please contact Central Office at (512)459-3124.

Exemplary Service – Community Service: The Exemplary Service in Community Service Award is designed to recognize outstanding contributions to the recipient's community in a non-industry related manner. It is specifically designed to recognize those who have caused favorable public reflections on the industry through their care, concern, benevolence, kindness or other traits normally associated with philanthropy and humanitarian acts in his/ her community.

18 TEXAS WATER UTILITIES JOURNAL www.twua.org

December 2012

TEXAS WATER UTILITIES ASSOCIATION AWARD NOMINATION FORM R. B. “BOB” BATCHELOR MEMORIAL SAFETY PROGRAM AWARD Note: All nominees for the Safety Program Award must be able to demonstrate a reduction in the number of lost time accident or injury cases from the previous year in order to be considered.

Name of Nominated Utility: _________________________________________________________________ Date: ______________ Department/Division or Section (if applicable): _____________________________________________________________________ Nominee’s Address: ___________________________________________________________________________________________ City/State/Zip Code: __________________________________________________________________________________________ Contact Person: _______________________________________________ Daytime Telephone: ______________________________ This nomination is for the 12-month period which ended on: __________________________________, 20____________ Last Year

This Year

Average Number of Employees

Safety Training Hours per Employee

Number of Lost Time Cases (Involving Injury or Illness)

Number of Occupational Fatalities (Resulting from Injury or Illness)

Lost Time Cases/Employee (%)

Number of Cases Number of Employees

X 100 = %

Lost Time Case Reduction (%)

Last Year’s # - This Year’s # X 100 = % Last Year’s #

Please attach the following to the nomination form: 1.

2.

3.

A copy of the nominee’s documented safety program with all supportive policies and procedures.

A record of Safety Training provided to employees.

A calculation of the average hours of safety training provided per employee.

Submit all nomination forms, by December 31st by mail to:

Texas Water Utilities Association 1106 Clayton Lane, Suite 112 West Austin, Texas 78723-1093 or by Facsimile to:

(512) 459-7124

December 2012

TEXAS WATER UTILITIES JOURNAL www.twua.org

CUSTOMER SERVICE NEWS:

Five Do's and Don'ts for Calming Cranky Customers By, Jeff Mowatt, Customer Service Strategist Perhaps you’ve noticed that customers are becoming increasingly hostile. Case in point was the highly publicized incident where a patron in a fast food restaurant became so enraged that he attacked the restaurant manager. The customer spilled his coffee on his breakfast, and when the manager refused to replace the meal, the ensuing argument led to violence that ended with the customer being arrested.

It seems in our fast-paced frenetic world customers are now more tired, rushed, stressed, and downright fedup. That’s why in my customer service seminars both managers and frontline employees frequently ask me how to handle the proverbial customer from hell. Here, are five Do’s and Don’ts for calming cranky customers.

1. Do consider the big picture. Don’t focus on the single transaction The fast food fisticuffs could have been avoided if the restaurant manager (better yet the frontline employee) would have cheerfully replaced the patron’s meal for free. The incremental cost to the restaurant would have been nominal, and the loyalty and subsequent return on investment would have been substantial. Instead, the manager took the low road and focused on the cost of the meal and the fact that it wasn’t the restaurant’s fault. This manager should have been a litigator; he certainly wasn’t a business person.

2. Do acknowledge feelings. Don’t say, “Calm Down.” Ever.

Can you think of a single example in the history of the world when telling somebody to, “Calm down” did anything other than make things worse? Me neither.

It’s never appropriate to tell someone how they should feel. On the contrary, you’ll improve their demeanor by validating their feelings with empathic statements like, “That sounds frustrating.”

3. Do ask the four Ws. Don’t ask “Why” When a customer has a problem, and you need the pertinent details, ask the four Ws: who, what, where, and when. But avoid asking Why. Generally, the response to why something went wrong is that someone was inept. Imagine asking a customer, “Why didn’t you read the instructions?” This is not constructive and just makes things worse.

4. Do apologize for foul-ups. Don’t over explain Over the 20 years that I’ve written and delivered customized customer service seminars, I’ve discovered that the main reason customers become irritated is 20 TEXAS WATER UTILITIES JOURNAL www.twua.org

simple - the organization broke a promise; one that was either expressed or implied. Telling a customer, “I’ll call you back”, then neglecting to do so is called lying. If we normally complete a project in 3 days, and this time it takes 3 weeks we are now breaking an implied promise.

In both cases, the customer didn’t get what they expected so we need to apologize. It’s also helpful to give them something extra to make up for the customer’s hassle factor. If there are extenuating circumstances then give the customer a brief explanation. Try to keep it short.

Going into lengthy details about why you couldn’t keep your end of the bargain sounds like trying to rationalize poor service. It only makes matters worse.

5. Do be respectful. Don’t become a doormat Some customers are not in their best when they get angry. They can shout, swear, cry, or become abusive.

That does not give us license to react in kind. We do need to be respectful. We don’t need to kowtow. Imagine a customer, upset about a late delivery, is swearing at a supplier on the phone. In that case, the supplier would do well to respond with something like, “Sir, I want to help you. Using that language however, is preventing me from focusing on resolving this issue. So I’m going to ask you to stop using that language so we can focus on fixing the problem.” If the customer continues with the verbal abuse, close the conversation with, “Sir, as I explained earlier I want to help you, but I can’t help you when you’re using that kind of language. I’m going to hang up now, but please call back when you can talk to me without using that language. Goodbye.” Then go immediately to your supervisor and give them the details of the conversation. That way, they’ll be forewarned when the customer calls back demanding to talk with the manager.

Bottom line - have some empathy Who among us can claim that as a customer, we’ve never been terse or worse with a service representative who was in no way responsible for the foul-up? Some customers are cranky because stuff happens in their lives that have nothing to do with you. So before becoming too self-righteous or casting proverbial stones at those miserable customers, we’d do well to put ourselves in their shoes.

It’s also worth remembering that if work was supposed to be fun they wouldn’t need to pay us. Dealing with upset customers sometimes comes with the territory.

Fortunately, by learning to handle difficult customers well, you’ll make them even more loyal than before the foul-up.

That makes the job less stressful and more rewarding for everyone. S December 2012

DOUBLE "A" CLUB CALL FOR INDUCTEES

The Double "A" Club will conduct its annual induction of new members at their luncheon on Monday at 12:00 p.m., February 25, 2013, at the Omni Bayfront Hotel in Corpus Christi, Texas. Membership in this prestigious organization is limited to those who (1) are members of the Association (2) hold an "A" License in both water and wastewater and (3) apply for membership. To apply for induction, simply complete the form below, and mail it to TWUA Central Office at 1106 Clayton Lane, Suite #112 West, Austin, TX 78723-1093 or FAX it to 512/459-7124.

Name: _______________________________________ SS#: License #_______________________________ Employer: ___________________________________Daytime Phone Number: (

) ______ -___________

Address: ___________________________________ City: ________________State______ Zip: ___________ "A" License Issue Dates: Water: ____________________ Wastewater: _____________________

"A" CLUB CALL FOR INDUCTEES

The "A" Club will conduct their luncheon on Monday, February 25, 2013, at the Omni Bayfront Hotel in Corpus Christi, Texas. at 12:00 p.m. Membership in this prestigious organization is limited to those who (1) are members of the Association, (2) hold an "A" License in either water or wastewater and (3) apply for membership. To apply for induction, simply complete the form below, and mail it to TWUA Central Office at 1106 Clayton Lane, Suite #112 West, Austin, TX 78723-1093 or FAX it to 512/459-7124.

Name: _______________________________________ SS#: License #_______________________________ Employer: ___________________________________Daytime Phone Number: (

) ______ -___________

Address: ___________________________________ City: ________________State______ Zip: ___________ "A" License Issue Dates: Water: ____________________ Wastewater: _____________________

TWENTY-FIVE YEAR CLUB/CALL FOR INDUCTEES

The Association will honor new members of its Twenty-Five Year Club, and present this year's recipients at the TWUA General Session on Sunday, February 24, 2013 in the Ballroom of the Omni Bayfront Hotel Corpus Christi, Texas. Membership is limited to those who (1) are current members of the Association, (2) have been a member for twenty-five or more years and (3) who apply for membership. Years do not have to be consecutive. To apply for induction, simply complete the form below, and mail it to TWUA Central Office at 1106 Clayton Lane, Suite #112 West, Austin, TX 78723-1093 or FAX it to 512/459-7124.

Name: _______________________________________ SS#: License #_______________________________ Employer: ___________________________________Daytime Phone Number: (

) ______ -___________

Address: ___________________________________ City: ________________State______ Zip: ___________ Region, District, Chapter, Section or other Affiliations: _____________________________________________ December 2012

TEXAS WATER UTILITIES JOURNAL www.twua.org

LAS NEWS:

Call For LAS Award Nominations By, Jill Bolin, LAS Awards Chair As Water Utility Professionals, I am sure you have come in contact with some individuals who have shown excellence in the realm of water or wastewater analysis and/or excellence in their contributions to the TWUA and LAS. We are seeking to recognize such individuals for their efforts. Please take a moment to nominate these deserving people for an LAS award! The form has been simplified to make it easier for you to nominate someone without having to take too much time to complete the form. You don’t have to be a member of the LAS to nominate someone, and in some cases, you don’t have to be a LAS member to be an award recipient.

Leadership – recognizes an individual who has shown themselves to be a leader in the LAS. This person must be a LAS member.

There are 4 awards given by the LAS. They are:

As a past recipient of an LAS award, I can tell you that receiving such an honor is an extremely uplifting experience that encourages one to serve the organization and make it better.

Outstanding Lab Analyst- recognizes an analyst, who may or may not be a current member of the LAS, for service in their profession above and beyond what is expected. This person does not have to be a full-time analyst; they may be an operator who performs analyses as part of their daily activities.

Outstanding Service – recognizes an individual who has given outstanding service to the LAS. This person must be a LAS member also.

Laboratory Alliance – recognizes an individual who may not work in a Laboratory or perform analyses, but through their efforts has greatly assisted in the mission of laboratories (State personnel, vendors, training providers, etc.)

The deadline for applications is December 31, 2012. If you have any questions, please call me at 936-564-5046 or 936615-7402. Jill Bolin, LAS awards chair. S

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22 TEXAS WATER UTILITIES JOURNAL www.twua.org

December 2012

TEXAS WATER UTILITIES ASSOCIATION Laboratory Analysts Section LAS AWARD NOMINATION FORM Individual is being nominated for:

_____Outstanding Service

_______Outstanding Lab Analyst

_____ Leadership

_______Laboratory Alliance

_____Other (specify) Name of Nominee: Nominee’s Daytime Phone:

Title: e-mail:

Member of Chapter/District:

Member since:

Present employer:

Years there:

Certifications & License held:

Professional Memberships/Awards:

Descriptions of Job/Duties:

Notable Achievements for Nomination:

Please send completed forms to Jill Bolin at: Email: bolinj@ci.nacogdoches.tx.us or Fax 936-569-2729 (call 936-564-5046 to make sure I received it) or Mail to: Jill Bolin, Lab Manager C/O City of Nacogdoches WWTP P.O. Box 635030 Nacogdoches, TX 75963 December 2012

TEXAS WATER UTILITIES JOURNAL www.twua.org

Non‐Potable Water Reuse Webinar Topics:

Wednesday, December 12, 2012 12:00PM – 1:30PM

Join us for a webinar focused on non‐potable water reuse and the Chapter 210 Rules. Topics to be discussed include the basics of why a utility would operate a non‐potable water system, how to get started, explanation of commonly misunderstood requirements, and new developments. With recent drought conditions, many utilities have developed or expanded their non‐potable water reuse systems. In support of this industry growth, WEAT, TAWWA, and WateReuse Texas have teamed up to provide an education opportunity.

Speakers:

• • •

Louis C. Herrin III, PE, TCEQ Bob Johnson, PE, MWH Americas Brad B. Castleberry, Lloyd Gosselink Attorneys

Go to www.weat.org for online registration Single User  Multi‐site User

$15 $40

METHOD OF PAYMENT

 CHECK

 MC

 VISA

AMEX

Credit Card No.: _____________________________

Name:________________________________________

Expiration Date: _____________________________

Title:__________________________________________

Card Holder Name:___________________________

Company:______________________________________ Address: ______________________________________ City:________________________

State: __________

Zip:___________ Phone:__________________________ Email:

Signature:___________________________________ Send Registration Form with Payment to: WATER ENVIRONMENT ASSOCIATION OF TEXAS 1825 Fort View Road, Suite 102 Austin, TX 78704 Phone (512) 693‐0060, Fax (512) 693‐0062, Email: Julie@weat.org

CANCELLATION POLICY: Refunds will be given, minus $2 handling fee, if registrant cancels in writing 3 days before program date.

Questions for our speakers can be submitted in advance to Jennafer.Covington@ch2m.com PLEASE FOLLOW ALL INSTRUCTIONS AFTER REGISTERING TO ENSURE YOU RECEIVE YOUR UNIQUE LOGIN INFORMATION WITH GOTOWEBINAR. 24 TEXAS WATER UTILITIES JOURNAL www.twua.org

December 2012

TEXAS WATER UTILITIES ASSOCIATION Individual Membership Application Use this form to: 1) Join TWUA "At Large" 2) Join TWUA and a District/Chapter 3) Renew your TWUA Membership Please Print Clearly

Application for: o o o o o

Active Member Full-Time Student Retired Member Membership Renewal New Member

*For additional information please contact our Membership Coordinator Ms. Henrietta Adee at: h.adee@twua.org

"At Large" or District/Chapter Name:_________________________________ Membership for year 20____ Name:_ _______________________________________________________ SS# _______ - _______ - __________ Home Address:_ ________________________________________________ City:____________________________State:________ Zip:___________ Home Phone: (

)____________________________________

Work Phone: (

)____________________________________

E-Mail Address:_____________________________________________ Employer:_ ________________________________________________ Job Title:_ _________________________________________________ Amount of Dues Enclosed: $___________________________________ Signature of Member:_ _______________________________________ Today's Date:_______________________________________________ A portion of your T.W.U.A. Dues is allocated for a subscription to the Texas Water Utilities Journal.

Submit all dues to the TWUA Central Office: 1106 Clayton Lane, Suite 112 W, Austin, TX 78723-1093 For more information, call 888-367-8982 or 512-459-3124.

Fax: 512-459-7124.

December 2012

TEXAS WATER UTILITIES JOURNAL www.twua.org

TWUA PROFESSIONAL BUSINESS CARDS: SUTORBILT Legend ® HeliFlow ®

DuroFlow ®

CycloBlower ®

Sales ▪ Service ▪ Repairs ▪ Fabricated Packages

(713) 472-2222

407 Eagle Ave.

Blowers@Pinnind.com

Pasadena, TX 77506

www.pinnacleindustriesltd.com

FAX: (713) 472-1359

601 Texas Avenue Lubbock, Texas 79401 www.thePROSco.com 806.749.PRO1 (7761) office 806.749.PRO2 (7762) office fax repairyourblower@thePROSco.com

Houston/Stafford/Gulf Coast 281-980-7448 Austin/San Antonio/South TX 512-288-8552 Dallas/Ft. Worth/Oklahoma 972-769-1993

Equipment Sales & Service www.newmanregencygroup.com

Recondition Specialist of all Brands, Makes, and Models of:

Blowers and Air Ends ELGI, Gardner Denver, Roots, Lamson, Hoffman, ANY BRAND

26 TEXAS WATER UTILITIES JOURNAL www.twua.org

December 2012

WATER and WASTEWATER TRAINING Visit TEEX.org/subscribe and sign up to receive monthly updates on industry news and course information.

Join us in South Padre Island, Texas Jan. 29-31, 2013, for our Water Training Expo. teex.org/waterexpo Texas A&M Engineering Extension Service

Infrastructure Training & Safety Institute 200 Technology Way | College Station, TX 77845 800-SAFE-811 (800.723.3811) teex.org/water | itsi@teex.tamu.edu Facebook.com/TEEXitsi C13.6342.10

Twitter.com/TEEXsafety

Ad Code: W13MK1

December 2012

TEXAS WATER UTILITIES JOURNAL www.twua.org

MARQUEZ, HUMBERTO THOMPSON, ETHAN W TRAFFANSTEAD, DONALD TREVINO, ALEX B JR VILLANUEVA, JOSHUA L WATKINS, JERRY B

BOSWELL, BARRY D ESMOND, CHRIS FOLEY, BILL R FUNK, RHETT W HOLMES, WILLIAM A III LOPEZ, JOE C JR MARTINEZ, JESSIE MILEWSKI, NATHAN MONAGHAN, SCOTT A MORENO, BENJAMIN L NOTTINGHAM, ROY A PEVEHOUSE, DANNY PRESSLER, RONNIE PURSER, STEVEN P ROBLES, KARLA SHIPP, ROGER L SPEED, EMILY L TRAN, CAPTAIN WALKER, RONALD

LICENSES ISSUED: SEPTEMBER 2012 CLASS III BEARDEN, JOSEPH E CLAPP, DAVID H JENKINS, RANDALL R SIKES, CHARLES R

WATER OPERATOR

WATER

WATER DIST

CLASS A

GROUND WATER

CLASS B

BASABE, MARCOS BURLESON, JAMES T FLORES, ESTEVAN GIDDINGS, GARY D GONZALES, MICHAEL HERNANDEZ, JOSE A PRICE, JEFF N

CLASS B

PUTMAN, BILLY J

WASTEWATER TREATMENT

ALEJANDRO, MARIO BODDIE, ROY L HACKER, GARY L STROUD, CHARLES

CLASS C

CLASS A

BIRCH, EDWARD R CERVENKA, CHRIS M CLAWSON, JEREMY D CONDE, EFRAIM COSPER, COY R DONALDSON, TOBYN P FOOTE, TERESA L GARCIA, ALEJANDRO GARCIA, JOE M JOHNSON, MAX L JR KENDIG, TED B KNEUPPER, JACLYN A RS KRUEGER, MATTHEW LAWRENCE, JASPER E SR PAULIN, ARMANDO JR RODRIGUEZ, ADAM ROSENFELD, RUDI SANCHEZ, MIGUEL A JR VILLANUEVA, JOSHUA L

GIDDINGS, GARY

CLASS C CLASS D ANCISO, ROLANDO BEALE, WILLIAM C BLUEMEL, BILLY S CASSO, JOHN L CORTEZ, DOMINIC DAHL, NATHAN S DE LA GARZA, SANTOS D DELAROSA, JOHN A DILLARD, LEE R EICHHOLZ, BENJAMIN R ESTRIDGE, MATTHEW A PE FUCHS, GREG J GEERLINGS, ERIC P GERARDINO, MICHAEL A HACKER, KENNETH H HICKS, LARRY K KOONSMAN, KENNETH L SR LENOIR, KIM M MARCANTEL, GARY L JR MCCOY, JEFF A MCMILLIAN, JAMES E JR MCPHERSON, WILLIAM MORGAN, ERIC C MORTON, MARTIE B NOMBRANO, ANTHONY R ODONNELL, DAVID M OLIVER, CHARLES K PATTON, CHARLES B RAMOS, RENE E REYES, RICK RICHARDSON, STACY RICHARDSON, WARREN I ROBERSON, JAMES E ROBINSON, STEPHEN R ROBLES, SALVADOR A SANCHEZ, MICHAEL C TAWWATER, JUSTIN S TIPTON, RUSSELL W TISETH, JOSEPH H TITZMAN, ROBERT J TORRES, JERRY WICHMAN, MATTHEW R WILLIAMS, JUANITO Q JR WILSON, ANDREW D WORMINGTON, CLIFFORD J WRIGHT, JAY L

BROWN, MICHAEL R CASTANEDA, FELICIANO CHAPMAN, BILLY V III CLINTON, THOMAS M DAILEY, ROWDY C DUNN, JEREMY E GONZALEZ, VICTOR M PARKER, BONNIE F PLEDGER, SHANE R STEELE, JEREMY B TIPPS, JUSTIN L WILLIAMS, RUSSELL

SURFACE WATER TREATMENT

WASTEWATER

CLASS B

WASTEWATER COLLECTION

NEVELS, MICHAEL WOMACK, JOHN E III

CLASS I

CLASS C AINSWORTH, ANH T BOYD, ALAN F BRINKLEY, LARRY D COMISKEY, PHILIP M DE LEON, ALFREDO FLORES, CHRISTINA FLORES, JOSE A HUDSON, JUSTINE L KNIGHT, LUCAS J LEINNEWEBER, CHRIS MARTINEZ, SALVADOR MCLANE, RODNEY J PERKINS, GREG L PIETZSCH, FRANZ J PILKINGTON, JUSTIN R PRUITT, CHRISTOPHER A STOWELL, CRAIG A

ALANIS, SERGIO HUTCHINSON, JON RATLIFF, ADAM C REICH, ANDREW P

CLASS B AMOS, JAMES L CURRY, MICHAEL F DIAZ, HENRY H GONZALEZ, ERNESTO HELMS, CLINTON R HOBBS, KEVIN R HUEY, BEAUX A JESSEMY, RANDY C KARST, ANDRE R KELLOGG, DEAN L MCILVANIE, ORVILLE SMITH, JOSHUA C STOVALL, DAEMEON VILLANUEVA, TOM F CLASS C BELAIRE, SYLVIAN BRIDGES, CHRIS HOWELL, JASON A MARTINEZ, JESUS MORALES, GABRIEL MUNGLE, DAVID A PILKINGTON, JUSTIN PRUITT, CHRIS RODRIGUEZ, RONALD TAVERA, EDGAR R TORRES, PAUL C WATSON, CODY D

CLASS II ADDISON, VAUGHN M BRADEN, SHAWN R CALDERON, JAMES M GONZALEZ, ARMANDO HOWARD, JOEL M JR MARQUEZ, HUMBERTO THOMPSON, ETHAN W TRAFFANSTEAD, DONALD TREVINO, ALEX B JR VILLANUEVA, JOSHUA L WATKINS, JERRY B CLASS III

BEARDEN, JOSEPH E CLAPP, DAVID H JENKINS, RANDALL R 28 TEXAS WATER UTILITIES JOURNAL www.twua.org SIKES, CHARLES R WASTEWATER

BACKFLOW PREVENTION ASSEMBLY TESTER BARGA, LAWRENCE G BRIAN, JUSTIN D DAVIS, BRADFORD VINCENT JONES, COLE D JONES, TIMOTHY J LARSON, DEVEN M LUNA, TONY MALITZ, JAMES M MAYO, DANNY G MCCLANAHAN, JEFF A MCLEMORE, RANDALL W MONCIVAIS, JOSE M NUGENT, CHRISTOPHER J RIVERA, DAVID T ROSE, JEFF R STEVICK, DUSTIN L THOMPSON, JOHNNY R TOBOLKA, TYLER W VALDEZ, THEODORE M VATER, DENNIS M WADDLE, JEREMY D WILLEY, JOSEPH A

CUSTOMER SERVICE INSPECTOR BABB, GEORGIA L FRANCIS, JEREMIAH J HOOKS, HOWARD B JR SPENCER, JOHN D ZIELKE, LANCE E

CLASS D ARMSTEAD, STACEY BLANK, DUSTIN S BOSWELL, BARRY D ESMOND, CHRIS FOLEY, BILL R FUNK, RHETT W HOLMES, WILLIAM A III LOPEZ, JOE C JR MARTINEZ, JESSIE MILEWSKI, NATHAN MONAGHAN, SCOTT A MORENO, BENJAMIN L NOTTINGHAM, ROY A PEVEHOUSE, DANNY PRESSLER, RONNIE PURSER, STEVEN P ROBLES, KARLA SHIPP, ROGER L SPEED, EMILY L TRAN, CAPTAIN

December 2012

IMAGINE A PROGRAM T H AT H E L P S U S

Licensing Review Questions 1. Potable water means the water is –

S A V E W A T E R T O D AY. S O T H E Y ’ L L H AV E I T

a. Aesthetically pleasing b. Safe for human consumption c. Unsafe for human consumption d. Has adequate disinfection e. Aged and should be flushed 2. Taste and Odor issues in groundwater are typically caused by:

T O M O R R O W.

a. High pH b. Low pH c. Hydrogen Sulfide d. Carbon Dioxide e. Zinc and Copper 3. A pressure test of the force main is required before placing into service. The PSI for this test is – a. 25 psi over pipe rating b. 25 psi over normal operating pressure c. 50 psi over pipe rating d. 50 psi over normal operating pressure e. Not required for entities under 3,300 population

EPA is proud to introduce WaterSense, a program that sets performance and water-efficiency specifications for products and services. Local utilities can use WaterSense to help residents save water. Together, we can build an ethic of water efficiency and protect this resource for future generations. Learn more at www.epa.gov/watersense.

4. TAC 30 – 290.45(b)(2)(A)&(B) – Surface water suppliers MUST have a raw water pump capacity of __________ gpm per connection and treatment plant capacity of ________ gpm per connection under normal design flow – a. 0.3 gpm & 0.3 gpm b. 0.6 gpm & 0.6 gpm c. 0.6 gpm & 0.3 gpm d. 1.6 gpm & 0.6 gpm e. 2.0 gpm & 2.0 gpm

Answers to Licensing Review: 1.B 2.D 3 D 4.B December 2012

TEXAS WATER UTILITIES JOURNAL www.twua.org

TWUA Employment/Classified Ads:

MANAGER, SYSTEM MAINTENANCE Dallas, Texas

Position will be responsible for direct oversight of operation and maintenance activities and personnel for the Collection System of the Trinity River Authority of Texas Central Regional Wastewater System.

Will provide long-term planning recommendations and manage operation and capital improvement budgets. Will require relationshipbuilding; strategic thinking, a high level of technical expertise; and ability to motivate and empower staff to maintain the highest professional standards.

Bachelor’s degree in a related technical field. Texas Commission on Environmental Quality (TCEQ) Class III Wastewater Collection Operator License preferred or a TCEQ Class “B” Texas Wastewater Treatment License is acceptable. Salary: $70,000 - $87,500 per year. Fax resume and salary requirements to: 972-975-4412 Email resume and salary requirements to: shafferl@ trinityra.org WATER SYSTEM OPERATIONS SUPERINTENDENT Texas City

Under the direction of the Director of Utilities, performs various skilled and semi-skilled works in the supervision of operations and maintenance of the potable water system. 1. Supervises the operation of water production and treatment equipment, including well sites, pumping, booster and reducing stations and treatment facilities. 2. Ensures that the potable water system is operating efficiently and meets standards for compliance with federal, state, and local water quality and environmental agency rules and regulations. 3. Ensures that sufficient potable water is supplied to users to satisfy public

health and safety requirements, industrial, and fire-fighting requirements. 4. Monitors control panels, meters, gauges, and computerized recording and control system for fluctuations or variations in operating conditions to determine correct adjustments. 5. Supervises and schedules operational and maintenance staff of semiskilled and skilled employees. 6.

Oversees the operation of the SCADA system which monitors well sites and water tanks. 7.

Prepares and monitors water system operations department budget and capital improvement projects related to department.

8. Maintains operational logs and performance records, including daily and other periodic activity, production, and testing and quality control reports.

9. Develops and maintains database of maintenance, operations, production, and testing activities for federal, state, and local regulatory compliance.

10. Reviews sampling and testing procedures and monitors laboratory results. 11. Devises and schedules training programs and safety compliance training.

12. Reviews and evaluates plans and proposals for changes, upgrades, and additions, coordinates work by contractors and consultants for contract compliance. 13. Performs employee recruitment, hiring, and evaluations. 14. Responds to emergency situations, including power outages and adverse water treatment conditions, and public complaints and inquiries. 15. Remains on call 24 hours a day for operational and maintenance emergency situations. 16. Prepares oral and written reports as required on operations and maintenance.

17. Represents the city to users, outside groups, and other city departments. 18. Supervises procurement of equipment and services for the potable water

30 TEXAS WATER UTILITIES JOURNAL www.twua.org

system operations. 19. Performs all work duties and activities in accordance with city policies and procedures. 20. Works in a safe manner and reports all unsafe activity and conditions to the Director of Utilities immediately.

21. Performs related duties as assigned. Requires a high school diploma or GED. Must possess a valid Texas Class “C” Driver License and compliance with the City of Texas City policy on driving.

Must possess a valid TCEQ Class “A” Water License. Fax resume and salary requirements to: 409-643-5952 Email resume and salary requirements to: rwyatt@ texas-city-tx.org

PUBLIC WORKS DIRECTORS Belton, Texas Manage, direct, and coordinate the activities of the Public Works department. Visit our website at www.beltontexas.gov/pwdir for more detailed information.

Professional Engineer (PE) certification and a Bachelor’s degree from an accredited college or university with major course work in civil engineering, public administration, or a closely related field. More info can be found on the website. Salary: Competitive/ Depends on Qualifications Contact Charlotte Walker at: (254)933-5805 for more information or fax resume and salary requirements to: (254) 933-5859 Email resume and salary requirements to: pwdir@ beltontexas.gov

December 2012

Water, Agua, L’eau, Wasser, Acqua, Água.

In any language, Flowserve is the proven leader.

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For more information, contact Smith Pump Company at www.smithpump.com or visit http://water.flowserve.com.

Smith Pump Company Fort Worth • Waco • Austin • San Antonio • McAllen • Houston Phone: 1 800 299 8909