Building public trust through the tale of a rescue puppy

When a puppy was rescued from a San Antonio sewer main in 2023, it was instantly a heart-warming news story.

The water utility, together with the fire department, spent more than eight hours coaxing the little pup out. Rescuers had to use a brightly lit robotic camera (usually used to identify sewer blockages) to push the pup some 200 feet to a manhole, where workers could lift her out.

That’s where many of these kinds of stories end, but not for San Antonio Water System.

Not only did Anne Hayden, director of the communications team, adopt the puppy the very next day, she also had an idea. “Anne came into my office and said, ‘I think there’s a bigger opportunity here,’” recalls Gavino Ramos, senior vice president of communications and external affairs.

That’s how the idea of a children’s book was born.

“Pipa’s Big Adventure” chronicles the rescue and uses the opportunity to teach its readers about the dangers of flushing things like grease, food, and wipes. “What’s all this stinky stuff?” Pipa asks in the book. As a robot guides Pipa around these things, the pup commits to making sure everyone knows about the dangers of non-flushable items.

The illustrated book, created in conjunction with the utility’s education team and creative agency, includes photographs from the real rescue in its final pages. It was published earlier this year and is already used in classrooms across San Antonio’s 16 independent school districts, as well as at community events and book readings. The utility has done readings at Barnes & Noble and independent bookstores in the area, sometimes with up to 40 kids.

“It’s created a life of its own,” Ramos said, noting the kids’ excitement when they learn the book is based on a true story.

“The children really buy into it. They start asking, ‘Well, why do people flush that? And why shouldn’t they?’” Ramos said. The best part? They tell their parents all about Pipa’s promise to keep non-flushables out of pipes.

“I’m the parent of two kids, so I know when my kids would come home from school and start telling us what we should and shouldn’t do,” Ramos said and laughed. “Being able to create this young group of advocates — it’s worth its weight in gold.”

The utility has also incorporated Pipa into its Careers on Wheels program, where crews visit schools to talk about career opportunities in the water sector. Teens are often interested to learn more about the robotic device used to guide her out. “There are so many different careers in water,” Ramos said.

The water system’s fleet of sewer combos and vans are all being wrapped to feature Pipa and her message about keeping grease and wipes out of sewer lines.

Proceeds from Pipa’s Adventure book sales support Project Agua, which helps residents pay bills, and the local animal shelter that initially took care of Pipa. Each book includes both English and Spanish text.

Ultimately, Ramos credits the team — from the CEO, who ensured crews were on site to facilitate the rescue, to his communications colleagues, “who are not only good at what they do, but also passionate about what they do” — for turning the rescue into a relatable, educational, and heartwarming campaign.

“There may be people who say, ‘This isn’t what you should be doing,’ because we’re water and wastewater. But it’s teaching the kids — and teaching in in a way that people want to learn,” Ramos said. “I’ve been blessed to have a team like we do. Everybody gets it.”