Collingwood Environmental Services Operational Plan … Operational Plan 2016.pdf · Water & Wastewater Systems Operational Plan Revision: 1 Date Issued: March 21, 2016 Pages: 23

Water & Wastewater Systems

Operational Plan

Revision: 1

Date Issued: March 21, 2016

Pages: 23

Collingwood Environmental Services Operational Plan

-Water System and Wastewater Treatment System-

Standard: DWQMS

Collingwood Environmental Services Management System: Page - 2 - of 23

Table of Contents

PREFACE A (INFORMATIVE) ................................................................................................................................................. - 4 - INTRODUCTION ......................................................................................................................................................................... - 6 - SCOPE ......................................................................................................................................................................................... - 6 - REFERENCES ............................................................................................................................................................................ - 6 - ACRONYMS AND DEFINITIONS ............................................................................................................................................ - 6 - 1. ENVIRONMENTAL SERVICES MANAGEMENT SYSTEM ....................................................................................... - 7 - 2. MANAGEMENT SYSTEM POLICY ................................................................................................................................ - 7 - 3. MANAGEMENT COMMITMENT AND ENDORSEMENT ........................................................................................... - 7 - 4. MANAGEMENT SYSTEM REPRESENTATIVE ........................................................................................................... - 8 - 5. DOCUMENTATION, DOCUMENT AND RECORDS CONTROL .............................................................................. - 8 -

5.1 DOCUMENTATION ............................................................................................................................................................ - 8 - 5.2 CONTROL OF DOCUMENTS .............................................................................................................................................. - 8 - 5.3 CONTROL OF RECORDS .................................................................................................................................................. - 8 -

6. DRINKING WATER & WASTEWATER TREATMENT SYSTEMS DESCRIPTIONS ............................................ - 9 - 7. RISK ASSESSMENTS AND ENVIRONMENTAL ASPECTS .................................................................................... - 9 -

7.1 RISK ASSESSMENTS (DWQMS) .................................................................................................................................... - 9 - 7.2 PLANNING ...................................................................................................................................................................... - 10 - 7.2.1 SIGNIFICANT ENVIRONMENTAL ASPECTS .................................................................................................................. - 10 - 7.2.2 LEGISLATIVE COMPLIANCE ........................................................................................................................................ - 10 - 7.2.3 OBJECTIVES AND TARGETS ....................................................................................................................................... - 10 - 7.2.4 OPERATIONAL CONTROL ........................................................................................................................................... - 11 -

8. RISK ASSESSMENT OUTCOMES .............................................................................................................................. - 11 - 9. ORGANIZATIONAL STRUCTURE, ROLES, RESPONSIBILITIES AND AUTHORITIES .................................. - 11 -

9.1 ORGANIZATION .............................................................................................................................................................. - 11 - 9.2 RESOURCES, ROLES, RESPONSIBILITY AND AUTHORITY ............................................................................................. - 12 - 9.2.1 OWNER ....................................................................................................................................................................... - 13 - 9.2.2 CAO ........................................................................................................................................................................... - 13 - 9.2.3 HUMAN RESOURCES OFFICER .................................................................................................................................. - 13 - 9.2.4 TOP MANAGEMENT - DIRECTOR OF PUBLIC WORKS, OR DESIGNATE ...................................................................... - 13 - 9.2.5 MS SYSTEM COORDINATOR - MANAGER OF ENVIRONMENTAL SERVICES OR DESIGNATE ..................................... - 13 - 9.2.6 MS REPRESENTATIVE OR DESIGNATE ...................................................................................................................... - 14 - 9.2.7 OVERALL RESPONSIBLE OPERATOR (ORO) AND MANAGER OF WASTEWATER TREATMENT OR DESIGNATE ....... - 14 - 9.2.8 OPERATORS ............................................................................................................................................................... - 14 - 9.2.9 ENVIRONMENTAL SERVICE ADMINISTRATION/CUSTOMER SERVICE STAFF ............................................................. - 15 -

10. COMPETENCE AWARENESS AND TRAINING ................................................................................................ - 15 - 11. PERSONNEL COVERAGE .................................................................................................................................... - 15 - 12. COMMUNICATION .................................................................................................................................................. - 16 - 13. ESSENTIAL SUPPLIES AND SERVICES ........................................................................................................... - 16 - 14. REVIEW AND PROVISION OF INFRASTRUCTURE ........................................................................................ - 17 -


15. INFRASTRUCTURE MAINTENANCE, REHABILITATION AND RENEWAL ............................................... - 17 - 16. SAMPLING, TESTING AND MONITORING ........................................................................................................ - 17 - 17. MEASURING AND RECORDING EQUIPMENT CALIBRATION AND MAINTENANCE ............................ - 18 - 18. EMERGENCY PREPAREDNESS AND RESPONSE ......................................................................................... - 18 - 19. AUDITS ...................................................................................................................................................................... - 18 - 20. MANAGEMENT REVIEW ....................................................................................................................................... - 19 - 21. CONTINUAL IMPROVEMENT ............................................................................................................................... - 19 - APPENDIX A - ACRONYMS ......................................................................................................................................................... I APPENDIX B - DEFINITIONS ....................................................................................................................................................... I


PREFACE A (Informative)

Table A.1 and Table B.1 identify broad technical correspondence between DWQMS and ISO 14001 and vise versa. The objective of the comparison is to demonstrate that both systems can be used together.

Table A.1 – Correspondence between DWQMS and ISO 14001

DWQMS ISO: 14001 Element Section

Drinking Water Quality Management System (title only) Environmental Management

System Requirements (Title Only) General Requirements 1 4.1 General Requirements

Quality Management System Policy 2 4.2 Environmental Policy Commitment And Endorsement 3 4.3.2 Legal And Other Requirements Quality Management System

Representative 4 4.4.1 Resources, Roles, Responsibility And Authority

Document And Record Control 5 4.4.4 4.4.5 4.5.4

Documentation Control Of Documents

Control Of Records Drinking Water System Description 6

Risk Assessment 7 Risk Assessment Outcomes 8

Organizational Structure, Roles, Responsibilities And Authorities 9 4.4.1 Resources, Roles, Responsibility

And Authority

Competencies 10 4.4.2 Competence, Training And Awareness

Personnel Coverage 11 4.4.2 Competence, Training And Awareness

Communications 12 4.4.3 Communication

Essential Supplies And Services 13 4.4.2 4.4.6

Competence, Training And Awareness

Operational Control Review And Provision Of Infrastructure 14

Infrastructure, Rehabilitation And Renewal 15

Sampling Testing And Monitoring 16 4.5.1 Monitoring And Measurement Measurement And Recording Equipment

Calibration And Maintenance 17 4.5.1 Monitoring And Measurement

Emergency Management 18 4.4.7 Emergency Preparedness And Response

Internal Audits 19 4.5.5 4.5.3

Internal Audits Nonconformity Corrective Action

And Preventative Action Management Review 20 4.6 Management Review

Continual Improvement 21 4.3.3 Objective, Target And Programme(s)


Table B.1 – Correspondence between ISO 14001 and DWQMS

ISO: 14001 DWQMS Section Element

Environmental Management System Requirements (title only) Drinking Water Quality Management

System (Title Only) General Requirements 4.1 1 General Requirements Environmental Policy 4.2 2 Quality Management System Policy Planning (Title Only) 4.3

Environmental Aspects 4.3.1 Legal Requirements 4.3.2 3 Commitment And Endorsement

Objective, Targets And Program(S) 4.3.3 21 Continual Improvement Implementation And Operation

(Title Only) 4.4

Resources, Roles, Responsibility And Authority 4.4.1 9 Organizational Structure, Roles,

Responsibilities And Authorities

Competence, Training And Awareness 4.4.2 10 11

Competencies Personnel Coverage

Communication 4.43 12 Communication Documentation 4.4.4 5 Document And Record Control

Control Of Documents 4.4.5 5 Document And Record Control

Operational Control 4.4.6 12 13

Communication Essential Supplies And Services

Checking (Title Only) 4.5

Monitoring And Measurement 4.5.1 16

17

Sampling, Testing And Monitoring

Measurement And Recording Equipment Calibration

Evaluation Of Compliance 4.5.2

Nonconformity, Corrective Action And Preventive Action 4.5.3 19 Internal Audits

Control Of Records 4.5.4 5 Document And Record Control Internal Audits 4.5.5 19 Internal Audits

Management Review 4.6 20 21

Management Review Continual Improvement


INTRODUCTION Collingwood Environmental Services Management System (MS) is a total management system that encompasses operational planning and activities by giving due attention to product quality and the environment. As an overall system, it effectively and efficiently covers all operational activities of the Drinking Water System (DWS) and the environmental objectives at the Water Treatment Plant (WTP) and Wastewater Treatment Plant (WWTP). SCOPE The MS addresses the primary function of Collingwood Environmental Services (CES) which is to produce and distribute safe drinking water, collect and treat wastewater, take all reasonable precautions to safeguard and protect the environment, as well as meet applicable legislative, regulatory and other requirements. The MS applies to buildings, installations, activities, products or services utilized. The MS enables CES to effectively manage its’ systems through documentation and records, maintenance practices and implementation of programs that strive for continual improvement to reduce health risks to our customers and/or reduce the impact of our activities to prevent pollution. The MS is designed to ensure CES achieves conformance and certification status within the Drinking Water Quality Standard. The MS also uses the ISO 14001 Standard as a “guideline” for environmental objectives and performance monitoring with an objective of continual improvement. The rules and procedures created in support of this manual apply to the Owner and all employees, as well as product or service providers working for, or on behalf of, CES. REFERENCES The references used in meeting the requirements of this manual are listed separately. Where conflict in interpretation arises between the content of this Operational Plan and legislated requirements, the latter will take precedence. ACRONYMS AND DEFINITIONS See Appendix A and B for a listing of acronyms and definitions.


1. ENVIRONMENTAL SERVICES MANAGEMENT SYSTEM The MS described in this manual is designed to meet or exceed the Standard for the Operational Plan required by any applicable legislative, regulatory or other requirements of the Drinking Water Quality Management Standard (DWQMS). The MS uses the ISO 14001 Standard as a guideline to meet and reduce the environmental footprint of the WTP and WWTP. Standard Operating Procedures (SOP) are implemented and maintained for managing Critical Control Points (CCP) in the drinking-water and wastewater treatment systems, and Significant Environmental Aspects associated with CES activities at the Treatment Facilities. References : DWQMS Element 1

: ISO 14001 Section 4.1 : SOP-E-01 Management Programs Procedure

2. MANAGEMENT SYSTEM POLICY The Owners and Top Management commit to, and endorse, the MS Policy Statement by affixing their signatures to the document, after the Operational Plan has been presented. The MS Policy Statement is also reviewed by the MS Committee and Top Management during the Management Review process to ensure its continued suitability and if required, it is amended at this time to meet actual or planned changes. Communication of the Management Policy Statement to Collingwood’s Mayor and Council, Environmental Services Staff, and the Public is conducted at the time of signing or when amendments to the Policy Statement are made in accordance with the Communication SOP. A copy of the current MS Policy Statement is displayed at the entrance of CES buildings and on the Town of Collingwood website. References : DWQMS Element 2

: ISO 14001 Section 4.2 : SOP-E12 Communication : SOP-E13 Essential Supplies and Services

Records : MSF-P-01 Current Signed Policy Statement : MR-01 Management Review

: MSF-ESS02 Supplier and Service Provider Acknowledgment : MS software: Supplier Management module

3. MANAGEMENT COMMITMENT AND ENDORSEMENT The Owner and Top Management of the Operating Authority (as defined in Section 9) are committed to the implementation, maintenance and continual improvement of the MS that meets the requirements of the DWQMS and use the ISO 14001 as a guideline for environmental objectives. The MS is documented in the Operational Plan. Endorsement by the Owner and Top Management acknowledges the need for, and supports the provision of, sufficient resources to maintain and continually improve the MS. Top Management demonstrates their endorsement of the Operational Plan through reporting to the Owner the results of the Management Review. After the inauguration of a new term of Council, the Operational Plan is presented to the Owner by Top Management. The Owners commitment to an effective overall Management System is evident by ensuring:


a) A Quality/Environmental Management System is in place that meet the requirements; b) The Operating Authority is aware of all applicable legislative and regulatory requirements; c) Communication of the Quality/Environmental Management System according to Element 12 of this

document; d) Determining, obtaining or providing the resources needed to maintain and continually improve the

Quality/Environmental Management System. Following a detailed review of the Operational Plan, it will be endorsed by the Owner and Top Management by the signing of the Management System Policy Statement. References : DWQMS Element 3

: ISO 14001 Section 4.3.2 Records : MSF-P-01 Current Signed Policy Statement 4. MANAGEMENT SYSTEM REPRESENTATIVE The Management System Representative is appointed annually by Top Management during the Management Review process. The MS Representative will perform the duties as described in Section 9.2: Roles and Responsibilities. References : DWQMS Element 4

: DWQMS Element 9 : ISO 14001 Section: 4.4.1

5. DOCUMENTATION, DOCUMENT AND RECORDS CONTROL 5.1 Documentation The MS core elements of documentation are described in the Operational Plan, the MS Policy Statement, operational control procedures, records, management programs and objectives and targets; they ensure effective planning of operations and process related activities for the CCP and Significant Environmental Aspects.

Documentation will indicate how the different elements of the MS relate to one another and will reference other relevant elements or sections. In addition, an informative reference chart showing comparisons between DWQMS and ISO 14001 standards and vice versa is provided to assist in interpreting this Operational Plan and titled Preface A Table A.1 and B.1.

5.2 Control of Documents The Operational Plan, SOPs, operating documents and records are controlled documents and are maintained within the MS software in a ’read only’ format. They are accessible to all employees. Local copies of individual pages may be printed to facilitate ease of use however, these copies must be obtained from the master electronic copy housed within the MS software. Only the current versions of controlled documents should be used. 5.3 Control of Records Records are to be controlled in accordance with SOP-E05. References : DWQMS Element 5

: ISO 14001 Sections 4.4.4, 4.4.5 and 4.5.4 : SOP-E05 Control of Documents and Records

Records : MS software: Document Control module


6. DRINKING WATER & WASTEWATER TREATMENT SYSTEMS DESCRIPTIONS The DWS and WWTS descriptions are reviewed annually. If any system is changed between review periods it is the responsibility of all Staff to notify the MS Representative with a detailed description of process changes and or additions so that the drinking water and wastewater system descriptions can be promptly updated and communicated. References : DWQMS Element 6

: SOP-COM-01 Communication Records : DWSD-01 : WWSD-02 : MS software: Communication module 7. RISK ASSESSMENTS AND ENVIRONMENTAL ASPECTS The procedure for Risk Assessment and identification of Environmental Aspects with respect to the operation of the DWS and the WWTP focuses on the following:

a) Identifying potential hazardous events and associated hazards as well as the environmental impacts of its activities, products and services;

b) Assessing the risks associated with the occurrence of hazardous events and determines which environmental aspects have significant impacts;

c) Ranking the hazardous events to the associated risk and environmental impact to the associated environmental aspect;

d) Identifying control measures to address the potential hazards, hazardous events and significant impacts;

e) Identifying critical control points, critical control limits and environmental objectives and targets; f) Identifying a method to verify at least once a year, the accuracy of the information and the

validity of the assumptions used in the risk assessment and environmental aspect; g) Ensuring that a risk assessment is conducted at least once every thirty-six months; h) Considering the reliability and redundancy of equipment and new or modified activities, product

and services; i) Complying with current legislation.

7.1 Risk Assessments (DWQMS) The MS Risk Assessment is reviewed annually and updated as required. A complete Risk Assessment will be redone every (3) three years and updated as required. Hazards and risks are determined in accordance with the Risk Assessment and Risk Assessment Outcome Procedure SOP-E-7&8 and stored within the MS software. All potential hazards and hazard events are identified and the level of risk for each hazard is assessed. Critical Control Points (CCP) and their respective Critical Control Limits (CCL) are developed to control or minimize the effect of the risk to the drinking water and wastewater systems. SOPs are established, implemented and maintained for all identified CCP and their respective CCL. All employees are required to follow and apply those procedures as written. As a function of Continual Improvement, each procedure is reviewed annually for continued suitability. Suggestions are invited from any person who considers that there is a better way of performing a task. All suggestions are investigated and those with merit are tested prior to implementation. References : DWQMS Element 7

: SOP-E-7&8 Risk Assessment and Risk Assessment Outcomes Procedure Records : MS software: Hazards and Risks module

: MSF-RA01 & 02 Risk Assessment


7.2 Planning MS Planning focuses on the identification of environmental aspects related to the operation of the WTP and WWTP to ensure minimal environmental impact and compliance with current legislation. References : ISO 14001 Section 4.3 7.2.1 Significant Environmental Aspects Significant Environmental Aspects are identified and activities are regularly monitored to ensure an awareness of all Environmental Aspects. All employees are required to alert management to any situation they feel may have an impact on the environment. The Environmental Aspect Procedure is used to identify and record actions and decisions in connection with Significant Environmental Aspects. Procedures are established, implemented and maintained to mitigate the impacts of all Significant Environmental Aspects. References : ISO 14001 Section 4.3.1 : SOP-7A Environmental Aspect Records : MS software: Environmental Aspect module

: MSF-EA01 Significant Environmental Aspect List 7.2.2 Legislative Compliance A list of legal instruments and other regulations or requirements affecting CES activities is kept electronically. Legal compliance is current and maintained in the MS software, which prompts scheduled reviews of federal provincial and municipal DWS and WWS permits, licenses, Certificates of Approvals and industry standards. The MS Representative is responsible for the interpretation and training of DWS and/or WWS staff on regulatory requirements. The MS Representative is also responsible for identifying the possible impact existing or new regulation may have on the DWS, and/or WWS activities. When changes to legal and other requirements are amended, the revised related document is uploaded into the MS software and distributed to DWS and/or WWS staff and the necessary training is applied. Legal and other requirements compliance are evaluated as per SOP-E-19C and reported as per SOP-E-19A. References : ISO 14001Section 4.3.2, 4.4.1, 4.5.2 : SOP-E-19C Legal and Other Requirement and Compliance Evaluation : SOP-E-19A Audits Records : MS software: Document Control module

: MS software: Legal and Other Requirements module : MS software: Audits module : MS software: Quality, Standard or Supplier Nonconformance module

7.2.3 Objectives and Targets Operational objectives and targets are developed and include all activities that affect or may affect operational standards and legal or other regulatory compliance.


The Operational Plan is reviewed annually and updated as required. Operational objectives are determined by the MS Coordinator, Manager of Wastewater, MS Representative, Overall Responsible Operators (OROs), Operators and CES staff with Top Management approval. A team approach is used to develop the objectives and targets. The MS software stores the list of objectives and specific, measurable, time bound targets are developed. These targets are designed to provide a measure of performance and progress and represent the end results that are to be achieved. References : ISO 14001 Section 4.3.3

: SOP-E-7C Objective and Targets : SOP-E-1MP Management Programs

Records : MS software: Objectives and Targets module 7.2.4 Operational Control Standard Operating Procedures are established, implemented and maintained for all identified Significant Environmental Aspects. All employees are required to follow and apply these procedures as written. As a function of Continual Improvement, each procedure is reviewed annually for continued suitability. Suggestions are invited from any person who considers that there is a better way of performing a task. All suggestions are investigated and those with merit are tested prior to implementation. References : DWQMS Element 8 : ISO14001 Section 4.4.6

: SOP: E-7B Operational Control : MSF-SEA-01Environmental Aspect List : MSF-RA01 & 02 Risk Assessment

8. RISK ASSESSMENT OUTCOMES The results of the Risk Assessment are called Risk Assessment Outcomes These are documented and records are maintained electronically. This process identifies control measures to address the potential hazard and hazardous events and identifies CCP and their respective CCL. References : DWQMS Element 8

: SOP-E-7&8 Risk Assessment and Risk Assessment Outcomes Records : MS software: Hazards and Risks module

: MSF-RA01 & 02 Risk Assessment 9. ORGANIZATIONAL STRUCTURE, ROLES, RESPONSIBILITIES AND AUTHORITIES 9.1 Organization The Collingwood Environmental Services organization chart is shown as figure 9.1.A.


QMS/EMS System CoordinatorManager of Environmental Services

Manager of Wastewater Treatment

OwnerThe Corporation of the Town of

Collingwood

Top ManagementDirector of Public Works &

Engineering

CAO

Human Resources Officer

QMS/EMS Representative

Environmental Services Admin/Customer Service Staff

ORO Water Treatment

ORO Distribution System

Operator Water Treatment

Operators Distribution System

Operator WastewaterTreatment

Figure 9.1.A 9.2 Resources, Roles, Responsibility and Authority The essential resources required to maintain the DWS and WWS product quality and limit the impact on the environment include; human resources, organizational structure, specialized skills, technology and financial resources. The resources required for improvement or expansion of the Collingwood Environmental Services systems or activities are part of feasibility and budgeting planned activities. The outcomes of planned or expanded changes are considered in relation to the overall management plan.


9.2.1 Owner The Owner is the Corporation of the Town of Collingwood. Responsibilities:

a) Ensure the municipal residential drinking water and the wastewater treatment systems are operated by professional, competent and licensed staff;

b) Endorse the operational plan; c) Provide direction and guidance to Top Management and the MS Coordinator.

9.2.2 CAO In addition to normal administrative duties for the Town of Collingwood, the officer will; Responsibilities:

a) Endorse the operational plan. 9.2.3 Human Resources Officer Responsibilities: In addition to normal human resource duties for the Town of Collingwood, the officer will;

a) Maintain a record of each operator’s qualifications and experience.

9.2.4 Top Management - Director of Public Works, or Designate Responsibilities:

a) Appoint members to the MS Committee and MS Representative; b) Monitor and communicate the operational and environmental performance of the Management

System to CAO and the Owners; c) Obtain resources for infrastructure as necessary from the Owners; d) Maintain authority to approve expenditures; e) Liaison with Corporate Officers and representatives from other government and non-government

bodies to ensure CES acts and reacts in accordance with legal and other requirements; f) Provide direction and guidance to the MS Coordinator.

9.2.5 MS System Coordinator - Manager of Environmental Services or Designate Responsibilities:

a) Act as Chair of the MS Committee; b) Monitor and communicate the operational and environmental performance of the MS to Top

Management and the Owners; c) Liaison with Corporate Officers and representatives from other government and non-government

bodies to ensure CES acts and reacts according to the legal and other requirements; d) Provide direction and guidance to the Manager of WWTP, MS Representative, OROs, Operators

and Administration/Customer Staff; e) Communicate requirements to contractors or other persons working on behalf of Collingwood

Environmental Services for qualification and compliance with MS policy and procedures; f) Maintain authority to approve expenditures; g) Perform Management Review.


9.2.6 MS Representative or Designate Responsibilities:

a) Monitor and communicate the operational and environmental performance of the Management System to the MS Coordinator;

b) Ensure the MS is established, implemented and maintained as described in this Operational Plan; c) Ensure completion of activities to support the Management Policy and directives of the

Management Review Committee; d) Ensure the record of training and awareness for Operators is maintained; e) Coordinate DWS and WWS activities to ensure conformance to SOPs; f) Ensure that the corrective action procedure is followed; g) Provide operational and environmental direction and guidance to the Managers, OROs, Operators

and Staff to ensure satisfactory completion of tasks; h) Ensure that measurements of process characteristics are defined, monitored and recorded; i) Select director approved courses and submit to MS Coordinator for review & approval; j) Communicate requirements to contractors or other persons working on behalf of Collingwood

Environmental Services for qualification and compliance with MS policy and procedures. 9.2.7 Overall Responsible Operator (ORO) and Manager of Wastewater Treatment or Designate Responsibilities:

a) Monitor and communicate the operational and environmental performance of the Management System to the MS Coordinator

b) Supervise Operators; c) Ensure measurements of process characteristics are defined, monitored and recorded; d) Ensure scheduled equipment maintenance is performed and output maintained; e) Train or coach Staff in their duties and responsibilities; f) Ensure established procedures are followed; g) Ensure prescribed reports and records are completed and filed; h) Select director approved course and submit to MS Coordinator for review and approval; i) Ensure training certificates are submitted upon successful course completion to the MS

Representative; j) Communicate requirements to contractors or other persons working on behalf of Collingwood

Environmental Services for qualification and compliance with MS policy and procedures; k) Suggest improvements to MS and operations.

9.2.8 Operators Responsibilities:

a) Monitor and communicate the operational and environmental performance of the Management System to the ORO or MS Coordinator;

b) Operate and monitor the system(s); c) Complete operating records as required; d) Perform equipment maintenance as scheduled; e) Complete maintenance records as required; f) Take action in cases of malfunction; g) Where action is beyond the Operator’s ability, communicate details of the issue immediately to the

ORO or MS Coordinator; h) Select director approved course and submits to MS Coordinator for review and approval;


i) Ensure training certificates are submitted upon successful course completion to the MS Representative;

j) Communicate requirements to contractors or other persons working on behalf of Collingwood Environmental Services for qualification and compliance with MS policy and procedures;

k) Suggest improvements to MS and operations. 9.2.9 Environmental Service Administration/Customer Service Staff Responsibilities:

a) Receive approved materials for use in the operation or maintenance of the system(s); b) Receive customer complaints; c) Suggest improvements to MS.

References : DWQMS Element 9

: ISO 14001 Section 4.4.1

10. COMPETENCE AWARENESS AND TRAINING CES staff members who perform duties directly affecting drinking or wastewater effluent water quality or have the potential to cause a significant environmental impact are hired based upon possession of appropriate education, training, skills and experience. New employees are made aware of the importance of conformity with the MS policy and procedures and requirements during their orientation. They are also made familiar with the DWS or WWS and how their responsibilities and duties may affect the provision of safe drinking water and the environment. CES ensures competency of its staff by maintaining a competency requirement table and training and awareness record. References : DWQMS Element 10

: ISO14001 Section 4.4.2 : SOP-E-10 Competence Training and Awareness

Records : MSF-COMP-01 Competency Requirements Table : CDWS Awareness and Training Record : MSF-ESS-03 Supplier and Service Training

11. PERSONNEL COVERAGE Drinking Water System Normal operating hours for the DWS is Monday to Friday 7:30am till 4:00pm with 24 hour/7 day a week system coverage. Response to after-hour operational alarms or emergencies is provided by two (2) DWS on-call Operator in Charge (OIC) [one (1) for the treatment plant and reservoirs and one (1) for the distribution system]. There are two (2) OROs for the drinking water system one (1) Treatment and one (1) Distribution both are designated by Top Management. If the ORO of Drinking Water System is absent or unable to act as ORO, the designated OIC receiving relief at higher grade pay is considered the ORO. The designated OIC is considered to be the Operator on-call. If the designated on-call Operator is an Operator in Training (OIT) an adequately certified Operator will be designated as OIC.


Wastewater Treatment System Normal operating hours for the wastewater system is Monday to Friday 8:00am till 4:30pm with 24 hour/7 days a week coverage of the system. Response to after-hour operational alarms or emergencies, is provided by one (1) WWTP on-call OIC for the treatment plant and pumping stations. There is one (1) Manager for the WWTP who is designated by Top Management. References : DWQMS Element 11

: SOP-E-11 Personnel Coverage

12. COMMUNICATION The procedure for internal and external communication is through MS software, telephone, e-mail, the Town of Collingwood website, individual or group meetings, or notice boards. External communications with water and wastewater customers, suppliers, agencies, interested parties and persons, involving water quality, the environment or CES business are managed through Top Management. To avoid misunderstandings arising in connection with external communication, only the MS Coordinator or Top Management may issue a statement either verbally, or in writing. A Significant Environmental Aspect will not be externally communicated without written request from the MS Coordinator or Top Management. References : DWQMS Element 12

: ISO14001 Section 4.4.3 : SOP-E-12 Communication : SOP-E-19B Nonconformance Corrective and Preventive Actions

Records : MSF-COM-01 Communication inbound and outbound log

: Local Safety Meeting Module. : MSF-ESS-02 Supplier and Service Provider Management Policy Statement Acknowledgment:

: MS software: Communication module : MS software: Quality, Standard or Supplier Nonconformance module

13. ESSENTIAL SUPPLIES AND SERVICES The procedure for establishing external essential supplies and services that may affect drinking water or wastewater effluent quality is in accordance with CES’s established material specifications. The selection of essential supplies and services is to be procured in accordance with the Town of Collingwood’s Purchasing Policy. CES has developed long term relationships with a number of reliable suppliers of goods and services. References : DWQMS Element 13

: SOP-E-13 Essential Supplies & Services : SOP-E-12 Communication : SOP-E-19B Nonconformance Corrective and Preventive Actions

: Town of Collingwood Purchasing Policy

Records : MSF-SS-01 Essential Supplier and Services Procurement : MSF- SSCL-01 Material Receiving Checklist

: MSF-ESS-02 Supplier and Service Provider Management Policy Statement Acknowledgment

: MSF-ESS-03 Supplier and Service Training : MS software: Supplier Management module


: MS software: Communication module : MS software: Supplier Non-conformance module

14. REVIEW AND PROVISION OF INFRASTRUCTURE The procedure for review and provision of new infrastructure that may affect quality or supply of safe drinking water consists of the annual review of the current Master Servicing Plan, Asset Management Plan and Distribution Hydraulic Model. This review, by Top Management and the MS Committee during the Management Review process, generates recommendations for the provision of new infrastructure. Top management then communicates their recommendation to the Owner at the Annual Budget for consideration. References : DWQMS Element 14

: SOP-E 14 Review & Provision of Infrastructure : Current Master Servicing Plan : Current Asset Management Plan : Current Distribution Hydraulic Model

Records : MS software: Management Review module : MSF-MR-01 Management Review

15. INFRASTRUCTURE MAINTENANCE, REHABILITATION AND RENEWAL The procedure for infrastructure maintenance, rehabilitation and renewal that may affect the quality or supply of safe drinking water, consists of the annual review of the Water and Wastewater Rate Study, and the data of completed scheduled, unscheduled maintenance and corrective and preventative actions in the Asset Management and GIS software. The review of this data generates recommendations for infrastructure maintenance, rehabilitation and renewal which are reported to Top management during the Management Review process. Top management then communicates their recommendations to the Owner for consideration. References : DWQMS Element 15

: SOP-E-15 Infrastructure Maintenance : Current Water and Wastewater Study

Records : Geographic Information System (GIS) : MSF-MR-01 Management Review : MS software: Management Review module

16. SAMPLING, TESTING AND MONITORING The procedures for sampling, testing and monitoring activities that may affect the quality or supply of safe drinking water or the environment, is completed according to established programs and schedules. Samples collected are tested on-site or sent to accredited laboratories as prescribed by legislation. Sample results are reviewed within 72 hours of testing by the Managers, OROs or Operators and the results filed accordingly. References : DWQMS Element 16

: ISO 14001 Section 4.5 : SOP-E-16 Sampling, Testing and Monitoring : SOP-C-01 Water Quality Regulatory Monitoring : SOP-C-02 Weekly Biological Sampling : SOP-C-03 Quarterly Chemical Sampling and Testing : MAP-S-01-08 Distribution Sampling Location Map : MAP-S-02 Facilities Sampling Location Map : MSF-E-16 Master Sampling : Practices for Collection and Handling of Drinking Water Samples


Records : Sample results attached to the chain of custody form supplied by the accredited laboratory : MSF-COM-01-08 Communication inbound and outbound : MS software: Communication module : MS software: Quality, Standard or Supplier Nonconformance module

17. MEASURING AND RECORDING EQUIPMENT CALIBRATION AND MAINTENANCE The procedures for measuring and recording equipment calibration and maintenance that may affect the quality and supply of safe drinking water or have a significant impact on the environment are completed according to established programs and schedules. The calibration status of all measuring and test equipment used to verify performance within established parameters is checked and adjusted according to the Master Calibration Log. To ensure accuracy, calibration of measuring equipment is carried out by qualified third parties annually. Continual monitoring of calibration of measuring equipment is carried out by the Operators. Management Programs (MP) are designed to meet the CES objectives and targets. Each MP contains a performance indicator and monitoring requirements to indicate the program’s progress towards identified objectives and targets. References : DWQMS Element 17

: ISO 14001 Section 4.5.1 : SOP-E-17 Monitoring and Measurement Equipment Calibration : SOP-E-5 Control of Documents and Records : SOP-E-13 Essential Supplier and Services

Records : MS software: Monitoring and Measurement module

: MSF-E-17 Master Calibration Log : Third party calibration certificates : MSF-CAL-01 : MSF-SS-01 Essential Supplier and Services Procurement

18. EMERGENCY PREPAREDNESS AND RESPONSE An emergency is considered to be a potential situation or service interruption that may result in the loss of the ability to maintain a supply of safe drinking water to consumers or could have an impact on the environment. The Emergency Response Plan describes the process of maintaining a state of emergency preparedness for the DWS. It refers to applicable emergency response procedures. References : DWQMS Element 18 : ISO 14001 SECTION 4.4.7

: SOP-E-18 Emergency Response & Preparedness : Emergency Response Plan : Town of Collingwood’s Emergency Plan and Procedures

: SOP-E-19B Nonconformance, Corrective and Preventive Action Records : DWS Awareness and Training Record 19. AUDITS The Audit Procedure describes the process for internal and compliance audits, including audit criteria, frequency, scope, records, methodology and schedule. The Corrective and Preventative Action Procedure describes the process of initiating, investigating, performing and documenting corrective and preventative actions. References : DWQMS Element 19

: ISO14001 Section 4.5.5 : SOP E-19A Audits Procedure


: SOP E-19B Nonconformance Corrective and Preventive Actions : SOP E-20 Management Review

Records : MS software: Audit module : MS software: Quality, Standard or Supplier Nonconformance module

: MSF-MR-01 Management Review

20. MANAGEMENT REVIEW The Management Review Procedure describes the process for Management Review, including reviewers, reviewing items, outcomes, and documentation. References : DWQMS Element 20

: ISO 14001 Section 4.6 : SOP-E-20 Management Review

Records : MS software: Management Review module

: MSF-MR-01 Management Review Minutes 21. CONTINUAL IMPROVEMENT CES strives to continually improve the effectiveness of its MS through the use of corrective actions, especially from the annual internal audits (as per the Audit Procedure), staff suggestions and management reviews (as per the Management Review Procedure). References : DWQMS Element 21

: ISO14001 Section 4.6 : SOP-E-20 Management Review

Records : MS software: Management Review module

: MSF-MR-01 Management Review Minutes

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APPENDIX A - ACRONYMS CCL Critical Control Limits CCP Critical Control Points CES Collingwood Environmental Services DWQMS Drinking Water Quality Management System DWS Drinking Water System MP Management Program MS Management System MSF Management System Form OIC Operator in Charge ORO Overall Responsible Operator SCADA Supervisory Control And Data Acquisition SOP Standard Operating Procedure WTP Water Treatment Plant WWS Wastwater System WWTP Wastewater Treatment Plant APPENDIX B - DEFINITIONS Audit A systematic and documented verification process of objectively obtaining

and evaluating evidence to determine whether an organization’s management system conforms to the audit criteria set by the organization. It includes the communication of the results to management.

Adverse Condition A condition outside of legal compliance. Collingwood Environmental Services Management System (MS)

Drinking Water Quality Management System & ISO;14000 Environmental Management System (used as guideline), as the overall Management system that includes organizational structure, planning activities, responsibilities, practices, procedures, processes and resources for developing, implementing, achieving, reviewing and maintaining the management policy.

Collingwood Environmental Services (CES)

A department of the Town of Collingwood responsible for the operation of drinking water system and the wastewater treatment system.

Consumer The drinking water system and wastewater treatment system end user. Continual Improvement Process of enhancing the Management System to achieve overall

performance conducive to the organization’s Management Policy. Contractors External firms or individuals retained by Town of Collingwood to perform

work on the drinking water system or wastewater treatment system. Controlled Copy A copy of the Management System’s Operational Plan that contains all of

the most current additions, revisions, and deletions to policies, programs, and procedures.

Corrective Action Measure(s) triggered upon the identification of a non-conformance in order to mitigate adverse effects of non-conformance and to restore adherence to CES requirements.

Critical Control Limit (CCL)

The point at which a Critical Control Point response procedure is initiated.

Critical Control Points (CCP)

An essential step or point in the subject system at which control can be applied to prevent or eliminate a health or environmental hazard or to reduce it to an acceptable level.

Designate Person(s) that is appointed to perform duties in the absence of a person whose duties are outlines in the Roles and Responsibilities of the Operational Plan.

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Documentation The dynamic information, available electronically or in hard copy, that provides instruction of how to carry out an activity.

Drinking Water Quality Management Standard (DWQMS)

Legislative requirement under the Ontario Safe Drinking Water Act.

Drinking Water Health Hazard

A condition of the system or a condition associated with the system’s water, including anything found in the water,

i) that adversely affects, or is likely to adversely affect, the health of the users of the system; or ii) that deters or hinders, or is likely to deter or hinder, the prevention or suppression of disease, or iii) that endangers or is likely to endanger public health, or iv) a prescribed condition of the drinking water system or, v) a prescribed condition associated with the system’s waters or the presence of a prescribed thing in the waters.

Drinking Water System (DWS)

A system of works, excluding plumbing, that is established for the purpose of providing users of the system with drinking water and that includes,

i) anything used for collection, production, treatment, storage, supply or distribution of water, or ii) anything that relates to the management of residue from the treatment process or the management of the discharge of a substance into the natural environment from the treatment system, or iii) a well or intake that serves as the source or entry point of the raw supply system.

Environment Surroundings in which the organization operates, including air, water, natural resources, flora, fauna, humans, and their interrelation.

Environmental Aspect Element of an organization’s activities, products, or services that can interact with the environment.

Environmental Concern Any situation identified which is contrary to regulatory requirements and best management practices, or is a potential risk to the environment including: spills, leaks, improperly stored/contained materials, orphaned/unlabelled containers, etc.

Environmental Impact Any change to the environment, whether adverse or beneficial, wholly or partially resulting from the organization's activities or products.

Environmental Management Program

Any program established for the purpose of achieving the environmental objectives.

Environmental Objective An overall environmental goal, arising from the Environmental Policy, which the organization sets to achieve. Objectives are quantified where possible.

Environmental Performance

The measurable results of the EMS related to control of environmental aspects, based on the Environmental Policy Statement, and objectives and targets.

Environmental Target A detailed performance requirement, quantified wherever practicable, that arises from the environmental objectives. Targets need to be set and met in order to achieve objectives.

Management System (MS) Software

Electronic scheduler and management and storage of all controlled documents.

Interested Party Individual or group concerned with, or affected by, the environmental performance at the Collingwood Drinking Water System or Wastewater Treatment System.

Management Policy Statement

The statement of intentions and principles in relation to overall Management System performance to provide a framework for action, continual improvements and for setting environmental objectives and targets.

Ministry of the Environment & Climate Change (MOECC)

The provincial Ministry responsible for the promoting clean and safe air, land and water to ensure healthy communities, ecological protection and sustainable development.

Management System (MS) May consist of any combination of the following: Managers, ORO’s,

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Commitee Operators, & Administration or Customer Service staff. Management System (MS) Coordinator

The designated chair of the MS committee. The MS Coordinator has final approval of all actions of the Management System.

Management System Form (MSF)

A record completed by Operators within the Management System.

Management System (MS) Representative

A designated individual who establishes, implements and maintains the Management System and is appointed to the MS committee.

Municipal Drinking Water System

A drinking water system or part of a drinking water system that, i) is owned by a municipality or by a municipal service board established under section 195 of the Municipal Act, 2001, ii) is owned by a corporation established under section 203 of the Municipal Act, 2001, iii) From which a municipality obtains or will obtain water under the terms of a contract between the municipality and the owner of the system, or iv) that is in a prescribed class.

Municipal Residential Drinking Water System

A large municipal residential system or a small municipal residential system as defined in O. Reg. 170/03.

Operating Authority

The person or entity that is given responsibility by the owner for the operation, management, maintenance or alteration of the subject system.

Operational Plan The Operational Plan required by the Director’s direction. Owner Every person who is a legal or beneficial owner of all or part of the system. Public System consumers and stakeholders. Overall Responsible Operator (ORO)

Individual who has been designated to supervise day-to-day operations of the drinking water system.

Operators Individuals who perform day-to-day operation of the Drinking Water and Wastewater Treatment systems and have been qualified as such by the Ontario Water Wastewater Certification Office.

Performance Indicator The quantification or qualification of a performance measure. One or more performance indicators may be needed depending on the difficulty in quantifying a performance measure.

Performance Measures Qualitative or quantitative attributes that must be measured in order to determine whether the expected results are being achieved. Some examples include capability, readiness, sustainability, deploy ability, timeliness, or customer satisfaction. They may be further analysed in terms of their composite elements such as personnel, equipment, policies, plans, and in terms of priority. Subordinate levels may further classify these analysis elements.

Preventive Action Measure(s) triggered upon prediction of potential non-conformance with EMS requirements in order to prevent it from happening.

Prevention of Pollution Use of processes, practices, materials or products that avoid, reduce or control pollution, which may include recycling, treatment, process changes, control mechanisms, efficient use of resources and material substitution.

Read Only Controlled document that is available to read only & print for point of reference. A read only document cannot be change without permission.

Record Static information that provides evidence of the state of completion of an activity. Records may be available electronically or in hard copy.

Supervisory Control And Data Acquisition (SCADA)

The process by which real-time information is gathered from remote locations for processing and analysis.

Significant Environmental Aspect

An environmental aspect that has, or can have, a significant environmental impact. Significant environmental aspects are differentiated from other environmental aspects, and constitute the group of aspects where the majority of environmental management resources should be focused.

Standard Operating Procedure (SOP)

Documentation of the key steps in a process to help ensure consistency and quality.

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Stakeholder An individual or group concerned with, or affected by, the environmental performance at the Collingwood Drinking Water System and Wastewater Treatment Plant.

Supplier An organization or person that provides a product or service that affects the systems quality and/or environmental impairment.

Sustainable Development Development that meets the needs of the present without compromising the ability of future generations to meet their own needs.

Top Management A person, persons or a group of people at the highest management level within an Operating Authority that makes decisions concerning the QMS and provides recommendations to the Owner respecting the subject system(s).

Uncontrolled Copy A copy of the Management System Manual or Standard Operating Procedure that does not necessarily contain the most current additions, revisions, and deletions to policies, programs, and procedures.

Unusual Condition Differing in some way from the normal operating condition; does not occur very often.