The Emergency Services unit, a customer’s first point of contact, handles more than 60,000 calls and responds to over 12,000 utility calls annually. The types of calls handled include: sewer backups, manhole issues, dirty/rusty water, water pressure issues, meter issues, water leaks, water quality concerns, disruption of water service. Emergency Services crews provide the first response to utility related issues. They evaluate the situation and resolve the issue, call in crews to resolve it, or refer the customer to the appropriate source for assistance.
Emergency Service dispatchers also monitor the SCADA (Supervisory Control and Data Acquisition) center that utilizes radio frequencies to monitor over 7,500 operating points in the system every 5 to 7 minutes, including, sewage pumping stations, water reclamation facilities and water storage facilities. This automated system allows the utility to be more efficient by reducing need for manpower, while being responsive to operational needs at remote sites.