Customer Service Resources
 

Customer Service Resources
Keep up to date on the latest resources within our community. Read about what our members are up to, learn how to get involved, or browse through our collection of tools, policy statements, and publications. 

Submit developments to the community manager

Common Questions and Answers

QUESTION: If flushing drugs down the toilet causes environmental problems, how should I dispose of unwanted medication?

ANSWER: Where available, take the medications to a hazardous waste collection site or take-back program at a medical care facility. Before taking any controlled substance to a collection event, however, check with the organizers to find out if they are authorized to accept the material.

If you can’t do that, keep the medicines in the original container. Remove the label or mark off your name and prescription number for safety. Add some water or soda to dissolve solid pills. Add something inedible like cat liter, dirt or cayenne pepper to liquids. Close the lid and secure with duct or packaging tape. Place the drug bottle inside an opaque container, like a coffee can or plastic laundry bottle. Tape that container closed. Hide the container in the trash; do not put it in the recycle bin. Don’t put it in with food that could be scavenged by humans, pets or wildlife.

EPA and the US Food and Drug Administration (FDA) do recommend flushing certain controlled drugs that are particularly powerful and/or addictive, including oxycodone, morphine, fentanyl patches and gatifloxacin. Be sure to read the disposal information provided with the drug for guidance, or check out FDA’s Web site.

(Common Questions and Answers are developed from AWWA’s Plain Talk about Drinking Water, Fifth Edition)

AWWA Water Library

The Water Library offers instant access to your choice of more than 8,000 Journal - American Water Works Association articles published from 1971 to date and the entire collection of more than 3,300 Opflow articles dating from 1976 to date. You can also research and download 150 current AWWA Standards and more than 400 historical Standards. Some recent examples include:

  1. Implications of Residential Irrigation Metering for Customers' Expenditures and Demand
  2. Mining Water Billing Data to Inform Policy and Communication Strategies
  3. Field Report -- Reaping the Benefits of AMI: A Kansas City Case Study
  4. Going Mobile: Field Force Computing Improves Productivity
  5. Take a Fresh Look At Customer Service
  6. Secrets to a Successful CIS Implementation
AWWA Policy Statements
Other Customer Service Organizations
Drinktap.org

AWWA's blog at drinktap.org provides answers to commonly asked questions.

Customer Service Certificate Program
This certificate program will provide your customer service representatives (CSRs) and other utility staff the opportunity to meet the high standards expected by your customers. This training program is based on an AWWA publication titled Focus First on Service: The Voice and Face of Your Utility (2007). Participants must complete the full training program to receive a certificate of completion. The curriculum comprises three courses:

• Course 1: Customer Relationship Building
• Course 2: The Business of Customer Service
• Course 3: Water Industry Operations

See the Guidelines for the Customer Service Certificate Program for more information.

Tools and Reports

Drinking Water Advisory Communication Toolbox: CDC’s Drinking Water Advisory Communication Toolbox provides information on how to plan for, develop, implement, and evaluate drinking water advisories. The approach presented recognizes the differences in scope, scale, and severity of situations that trigger advisories – a main break, a hurricane, a drop in pressure, or intentional contamination. The Toolbox includes instructions on how to get prepared, what to do during an event, templates and tools to use during an event, and recommendations for follow-up actions and assessments.

Red Flags Rule: The Red Flags Rule requires many businesses and organizations to implement a written Identity Theft Prevention Program designed to detect the warning signs - or "red flags" - of identity theft in their day-to-day operations. By identifying red flags in advance, businesses will be better equipped to spot suspicious patterns that may arise -- and take steps to prevent a red flag from escalating into a costly epicode of identity theft.  The Federal Trade Commission provides resources to help business people educate their staff and colleagues about complying with the Red Flag Rule.

Free Water Audit Software, Version 4.2 with new software compiler: Based on the IWA/AWWA methodology, Version 4.2 includes an important new data-grading capability that allows the auditor to rate the overall degree of validity of their water audit data. With the new compiler Users can now aggregate all data into a master table and create charts showing audit components and basic histograms of grading values.
English
French

Validated Water Audit Data for Reliable Benchmarking (2011): The Validated Water Audit Data for Reliable Benchmarking (2011) and 2011 Data:  Water loss findings from 21 North American utilities are presented in this analysis report and audit dataset using the IWA/AWWA Water Loss Methodology and Water Audit Compiler.

AWWA Drip Calculator: Measure or estimate the amount of water wasted due to leaks

Contact the Customer Service Community manager if you'd like to submit a free tool or report


AWWA Section Customer Service Activities

Several AWWA Sections have active groups based around customer service. Take a look for your area in the list below and get involved in customer service activities in your region: