New guide shows benefits of community stewardship

As providers of an essential community service, utilities can leverage their assets and operations to expand their stewardship role in their communities.

“Many utilities already integrate community stewardship throughout some of their functional areas as an integral part of their business models,” said Adriana Lamar, Miami-Dade Water and Sewer Department’s public affairs chief and a member of the steering committee that developed the report.

“This timely guide provides a flexible tool for utility managers to adopt strategies that are appropriate to their utility capacity and relevant to their local context,” added Lamar (pictured below).

The new guide highlights utility innovators and provides utility managers with strategies and tools to support their local communities, effectively engage underserved communities and apply a social equity lens to water service delivery.

Strategies are outlined as a menu of options that address the following utility functional areas:

•    Capital planning: eliminate disparities in access to service and service quality.
•    Project design, construction and preventative maintenance: reduce impacts and integrate positive co-benefits into these functions.
•    Contracting and procurement: increase contracting and procurement services with local, small, minority- and woman-owned businesses.
•    Finance: make services affordable to all residents served.
•    Customer service and communications: increase access to information and assistance.
•    Environmental stewardship: increase opportunities for environmental stewardship and access to utility open space areas.
•    Human resources: promote a welcoming culture and increase diversity, equity and inclusion in hiring, promotion and tenure.

Depending on each utility’s goals and local community needs, managers can choose from a menu of strategies and methods that provide the most benefit to their community goals. The guide also includes principles and tips for engaging the community effectively and meaningfully. Case studies and tools highlight a range of innovative social equity programs including:

•    Infrastructure service line extension
•    Lead service line replacement
•    Community stewardship partnerships
•    Customer affordability programs
•    Customer assistance programs
•    Disadvantaged business contracting
•    Community benefits programs

Adopting a community stewardship role can result in many benefits to the utility and broader community including:

•    A stronger sense of community
•    Greater customer satisfaction
•    Increased local business development and economic growth
•    Increased neighborhood stability, prosperity and resiliency
•    Improved public and community relations
•    A stronger foundation for action in times of crisis
•    Cost savings from reduced water shut-offs and project delays
•    Stronger local and regional partnerships
•    Additional funding sources available due to partnerships and multi-use projects

“Across the country, utilities are looking for creative ways to embody the community stewardship role within their service delivery mission,” Lamar said. “This guide highlights these utility innovators and provides utility managers with strategies and tools to support their local communities, effectively engage underserved communities and apply a social equity lens to water and wastewater service delivery.”