Hydrant Fire Flow Testing Jeff Bennett, WVPSC, Engineering Division

Flow testing of fire hydrants is sometimes necessary to determine the available fire flow at a particular location in the distribution system. The flow test data can be used to evaluate the distribution system capacity, design private fire-sprinkler systems, and to establish fire insurance ratings. Available fire flow is measured in gallons per minute (gpm) at a residual pressure of 20 psi. It should be emphasized that it is not necessary to open the hydrant fully, or even to a 20 psi residual, in order to determine the total available flow. The only require-ment is that the residual pressure drops at least 10 psi below the static pressure. The total available flow can be calculated by knowing the static pressure, residual pressure, and pitot pressure at any rate of flow.

The minimum tools needed include two pressure gauges (preferably liquid filled), a pitot tube, hydrant wrench, and a ruler to measure the hydrant outlet nozzle. One of the pressure gauges should be attached to a drilled and tapped hydrant cap and be capable of reading the expected static and residual pressures. If a pitot tube is not available, a second pressure gauge attached to a drilled and tapped hydrant cap can be used to measure the barrel pressure. The pitot pressure gauge (or second drilled cap gauge) should read in 1 psi increments and should be capable of reading low pressures, normally from 0 to 30 psi.

The hydrant that is being flow tested is referred to as the “flow hydrant.” The residual pressure is measured from another hydrant called the “pressure hydrant” located upstream, or from an upstream meter connection on the feed line, while the flow test is being conducted. Two people with some form of communication between the hydrants are needed while con-ducting the test.

After you have identified the flow hydrant and the pressure hydrant (or tap), flush them briefly to remove any sediment. Attach the pressure gauge to the pressure hydrant (or tap) and record the static pressure. Next, measure and record the inside diameter of the outlet nozzle on the flow hydrant to the nearest 1/16 of an inch. Determine the outlet nozzle’s co-efficient according the diagram below. The coefficient depends on the geometry of the inside of the hydrant opening and can be determined by feeling the inside of the hydrant nozzle.

If a pitot tube is not available, attach the second drilled cap gauge to the flow hydrant’s

other nozzle. Open the flow hydrant slowly until the person at the pressure hydrant (or tap) signals that the residual pressure is at least 10 psi below the static pressure. Insert the pitot gauge into the center of the flow stream approximately ½ of the diameter away from the noz-zle and record the pitot pressure or the barrel pressure from the cap gauge if a pitot gauge is not available.

The Pipeline Published Bi-Monthly by the Public Ser-vice Commission, 201 Brooks Street, P.O. Box 812

Charleston, WV 25323 Web Address: http://www.psc.state.wv.us.

Email: dwitt@psc.state.wv.us Telephone: (304)340-0300, Toll Free: (800)344-5113, Fax: (304)340-3759

Contributors

The information contained in this publi-cation is based on the current laws, rules,

regulations, and policies of the PSC, DEP and DHHR and reflects the per-sonal or professional opinions of the

individual authors. Nothing contained in the publication should be construed as an

adjudication on any specific factual situation or as a formal opinion of the

PSC, DEP, or DHHR unless it is clearly cited as such.

DEP Storm Water Con- Page 2

Rights and Responsibili-ties of Residential

Page 3

Customer Bill of Rights Brochure

Page 4-5

Record Retention Page 6-7

Fleet Safety Page 8

Eastern Wyoming PSDI Receives An Award

Page 9

Groundwater Flow Model Loan Program

Page 10

Dealing With Complaints Page 11-12

Staff List Page 13

Employee Corner Page 14

Inside this issue:

News and Views From WV Bureau for Pub lic Health, WV Depar tment o f Environmenta l Pro tect ion, and the Pub li c Service Commission o f WV

Continued on Page 12

March -April 2007

2

DEP Storm Water Construction General Permits

For every construction project that disturbs one acre or greater, a Storm Water Construction General Permit is required. This article is going to address the lack of compliance with the terms and conditions of this permit and potential consequences to the Owner and their pro-ject.

What could possibly happen if you, your contractor, or your engineer fails to follow the terms and conditions of your permit? One wastewater system Owner can an-swer that question now. In September 2006, the Owner was issued an Order from the DEP to cease and desist construction activity within 25 feet of any stream until compliance with their Order was achieved. The DEP found that sediment and erosion control measures were not installed or used by the permittee to achieve compli-ance with its permit, the Owner had failed to follow the specified terms and conditions of its Storm Water Pollu-tion Prevention Plan (SWPPP) which was submitted and made part of its permit, and that distinctly visible settle-able solids and soil deposits were observed on the bot-tom of the stream. The Owner was then required to sub-mit a proposed corrective action plan and schedule to achieve compliance with the terms and conditions of its permit and upon approval of the plan had to achieve compliance within 15 days. The Owner did not receive permission to go back to work within 25 feet of any streams until November 29, 2006; two months of delay. During this time the contractor had to work on other

By: Katheryn Emery, P. E., WVDEP

areas of the project. There are several points in the preceding paragraph

for every owner to take note. 1) The contractor was do-ing the work, the engineer was doing the inspection, but it’s the Owner’s permit and as such, the Owner will be the recipient of the Order. 2) The SWPPP, submitted either by the Owner or by the engineer on behalf of the Owner, was not enforced. The Owner must read and understand the terms of the storm water permit and any subsequent plans that are incorporated as part of the per-mit. 3) While means and methods cannot be dictated to the contractor, the permit is incorporated in the plans and specifications and can and should be enforced by the engineer as they would enforce concrete strength, pipe material or any other specification.

All of this could have been avoided if the permit conditions had been enforced at the beginning of the job. What resulted from trying to circumvent or ignore these requirements were construction delays that trans-late into additional costs and these requirements still had to be met.

Owners need to take a more proactive role to make sure their engineers and contractors are following the terms and conditions of their permits. Engineers need to make sure their inspectors are enforcing the terms and conditions of the permits as well as all other construc-tion specifications to protect their clients from these po-tential consequences.

Happy Easter

3

Rights and Responsibilities Of A Residential Water Utility Customer

An important part of a utility’s daily operations is customer service. The front-line employees of every utility are asked everyday to provide customers with answers to questions and concerns regarding the cus-tomer’s rights and responsibilities with water service.

Included in this issue of The Pipeline is a brochure explaining the Rights and Responsibilities of a Residen-tial Water Utility Customer. The PSC Staff has com-piled some of the most often asked questions and an-swers, disconnection, deposit, definitions and other commonly requested information into a quick and easy reference pamphlet. The brochure is designed for each utility to include its own name on the front cover and also the utility contact information on the back. The contact information may include the utility name, ad-dress, business office hours, phone number and the after hours emergency phone number. If you would like the pamphlet in “Word” so you can design it for your spe-cific purposes, please call or email me

(shuffman@psc.state.wv.us). Utilities can use the enclosed leaflet - add the neces-

sary contact information, utility name to the front cover, photocopy, fold and distribute to customers. The pam-phlet is intended to be double-sided on 8.5 x 11 inch paper in a three panel, two-fold design. With the paper facing you so that you can read the “What is on your billing statement?” and “Deferred Payment for Overdue Bill,” fold the right side panel in at the right column gut-ter and crease, then fold the left side panel in at the left column gutter and crease. The leaflet should be folded twice to form a neat six-page pamphlet.

The purpose of the brochure is to educate customers in a simple and brief manner. Education of your con-sumers is an important part of customer service and goes a long way in creating positive customer relations.

By: Sharra Huffman, Consumer Affairs Technician, PSC Water and Wastewater Division

See Brochure Pages 4 and 5

Funding support to community water systems for Wellhead Protection (WHP) projects will be continuing in 2007 by the Bureau for Public Health, Office of Envi-ronmental Health Services (OEHS). During the inaugu-ral year of the program, four community water supply WHP projects were selected totalling over $50,000. The 2008 WHP grant application package will be available in the spring of 2007 with applications due by mid sum-mer.

Please consider the following criteria: A WHP project must address one or more of the

following topics – new or revised WHP delineation, new or revised potential contaminant sources assess-ment, security issues around the well field, or imple-mentation components of a WHP program.

Funding Opportunities for Wellhead Protection Programs

Assessment projects should indicate a clear path toward implementation of a WHP program.

Funds cannot be awarded for work already com-pleted.

WHP Grants are for a project period of one (1) year for up to $15,000.

Grantees can reapply and be awarded future grants after three (3) years.

If you have questions on this program, you may call Scott Rodeheaver at 304-558-6713 for more informa-tion. West Virginia Rural Water Association, assisted by OEHS staff, is planning to conduct workshops at vari-ous locations across West Virginia to assist potential applicants with questions and completion of the applica-tion package.

By: Scott Rodeheaver, Assistant Program Manager, Source Water Assessment and Protection

4

New

s an

d V

iew

s F

rom

WV

B

ure

au f

or P

ub

lic

Hea

lth

, W

V D

epar

tmen

t of

E

nvir

onm

enta

l P

rote

ctio

n,

and

th

e P

ub

lic

Ser

vice

C

omm

issi

on o

f W

V

You

r ser

vice

can

not b

e di

scon

nect

ed:

For n

on-p

aym

ent o

f cha

rges

for s

ervi

ces

not r

elat

ed to

wat

er, s

ewer

and

/or s

torm

w

ater

serv

ice,

if a

pplic

able

. Y

our s

ervi

ce c

an b

e di

scon

nect

ed if

: 1.

Y

ou fa

il to

pay

you

r bill

s, in

clud

ing

delin

quen

t bill

s fro

m a

pre

viou

s add

ress

. 2.

Y

ou fa

il to

pay

you

r def

erre

d pa

y-m

ent a

gree

men

t on

time.

3.

Y

ou fa

il to

pay

requ

ired

depo

sits

. 4.

Y

ou ta

mpe

r with

the

met

er.

5.

Ther

e is

a sa

fety

haz

ard.

6.

Y

ou re

fuse

or f

ail t

o al

low

the

utili

ty

to o

btai

n a

met

er re

adin

g.

7.

Vio

latio

n of

Rul

es.

Rig

hts

and

Res

pons

ibili

ties

of a

Res

iden

tial

Wat

er U

tilit

y

Cus

tom

er

(Util

ity N

ame

Her

e)

Util

ity C

onta

ct I

nfor

mat

ion:

Custo

mer

Bill o

f

Right

s Fo

r M

ore

Info

rmat

ion

Serv

ice

Dis

conn

ecti

ons (continued):

FIR

ST, c

onta

ct y

our u

tility

to tr

y an

d re

-so

lve

the

prob

lem

. If

the

utili

ty c

anno

t re-

solv

e yo

ur p

robl

em, y

ou m

ay c

onta

ct U

tility

C

ompl

aint

s at t

he P

SC a

t 1-8

00-6

42-8

544.

W

hile

a C

onsu

mer

Affa

irs T

echn

icia

n re

-vi

ews y

our d

ispu

te, y

our s

ervi

ce sh

ould

not

be

dis

conn

ecte

d. H

owev

er, y

ou m

ust s

till

prom

ptly

pay

any

cha

rges

not

in d

ispu

te.

The

Con

sum

er A

ffai

rs T

echn

icia

n w

ill c

on-

tact

you

and

the

utili

ty to

dis

cuss

the

reso

lu-

tion

in a

n in

form

al m

anne

r. M

ost o

f the

re

ques

ts fo

r ass

ista

nce

the

PSC

rece

ives

are

re

solv

ed in

an

info

rmal

man

ner.

How

ever

, if

thes

e ef

forts

are

not

satis

fact

ory,

the

staf

f can

pr

ovid

e yo

u w

ith in

form

atio

n on

how

to o

b-ta

in fu

rther

revi

ew o

f you

r PSC

com

plai

nt.

Hav

e a

Dis

pute

?

The

Publ

ic S

ervi

ce C

omm

issi

on o

f Wes

t V

irgi

nia

(P

SC

) pre

pare

d th

is b

roch

ure

to

let

you

kn

ow

you

r ri

ghts

an

d re

spon

sibi

litie

s as

a w

ater

cu

stom

er in

th

e S

tate

of

Wes

t V

irgi

nia

. It

in

clu

des

answ

ers

to y

our

mos

t co

mm

on

ques

tion

s an

d co

nce

rns.

If y

ou h

ave

a qu

esti

on

or a

pro

blem

wit

h y

our

serv

ice,

first

con

tact

you

r u

tilit

y. I

f you

r u

tilit

y ca

nn

ot r

esol

ve t

he

prob

lem

, ca

ll th

e PS

C.

5

All

wat

er u

tility

bill

s mus

t inc

lude

: 1.

C

urre

nt m

eter

read

ing

and

date

. 2.

Pr

evio

us m

eter

read

ing

and

date

. 3.

N

umbe

r of c

ubic

feet

or g

allo

ns c

onsu

med

. 4.

Es

timat

ed b

ills s

hall

be d

istin

ctly

mar

ked

as su

ch.

5.

Bill

s are

due

upo

n re

ceip

t. T

he st

atem

ent

shou

ld

lis

t lat

est p

ay d

ate

and

the

delin

quen

t da

te.

6.

Cle

ar it

emiz

atio

n of

the

amou

nt o

f the

bill

fo

r the

cur

rent

bill

ing

perio

d, a

ny u

npai

d ba

l-an

ce a

nd a

ny la

te p

enal

ty fe

es.

7.

Cle

ar it

emiz

atio

n of

oth

er u

tility

cha

rges

an

d cr

edits

. 8.

A

stat

emen

t tha

t: R

ates

are

ava

ilabl

e up

on

requ

est.

9.

If th

e ra

te sc

hedu

le is

not

incl

uded

with

th

e bi

ll, th

e ut

ility

mus

t pro

vide

a c

opy

of th

e ra

te sc

hedu

le to

cus

tom

er u

pon

requ

est a

nd

whe

neve

r a ra

te c

hang

e be

com

es e

ffec

tive.

Wha

t is

on

your

bill

ing

stat

emen

t?

Bill

due

date

- Th

e da

te w

hen

the

utili

ty m

ails

the

bill.

La

test

pay

dat

e - T

he la

st d

ate,

whi

ch sh

all b

e no

so

oner

that

the

20th d

ay fo

llow

ing

the

bill

due

date

, th

at th

e bi

ll m

ay b

e pa

id w

ithou

t inc

urrin

g a

late

pa

ymen

t pen

alty

.

Del

inqu

ent b

ill -

Any

bill

issu

ed b

y a

Publ

ic S

er-

vice

Dis

trict

(PSD

) or m

unic

ipal

ity th

at h

as n

ot

been

pai

d w

ithin

20

days

of t

he b

ill d

ue d

ate;

or a

ny b

ill is

-su

ed b

y a

wat

er u

tility

that

is n

ot a

PSD

or m

unic

i-pa

lity

with

in 3

0 da

ys o

f the

bill

due

dat

e.

Rem

inde

r: T

he d

ue d

ate

perta

ins t

o cu

rren

t ch

arge

s onl

y . A

ny p

ast d

ue b

alan

ce sh

ould

be

paid

im

med

iate

ly to

pre

vent

term

inat

ion

of se

rvic

e.

Def

init

ions

Exp

lana

tion

of M

eter

Rea

ding

s - T

he u

tility

will

in-

form

cus

tom

ers e

ither

by

prin

ted

desc

riptio

n or

by

ex-

plan

atio

n at

the

utili

ty o

ffice

the

met

hod

of re

adin

g m

eter

s. Ex

plan

atio

n of

Rat

es -

The

utili

ty sh

all e

xpla

in to

the

cust

omer

the

utili

ty’s

rate

s app

licab

le to

the

type

of

serv

ice

furn

ishe

d to

the

cust

omer

and

all

othe

r cla

sses

of

cus

tom

ers.

Post

ing

of, R

ates

& P

olic

y, L

aw, R

ules

and

Col

lect

ion

Agen

ts -

The

utili

ty sh

all m

aint

ain

in it

s offi

ce fo

r in-

spec

tion

by th

e pu

blic

, the

follo

win

g:

1.

App

rove

d ta

riff r

ates

. 2.

R

ules

& P

olic

ies o

f Util

ity.

3.

A c

opy

of th

e PS

C L

aw o

f Wes

t Virg

inia

. A

cop

y of

the

PSC

Wat

er R

ules

and

Reg

ulat

ions

. O

nce

a ye

ar, o

r as

ofte

n as

util

ity c

hang

es c

olle

ctio

n ag

ents

, eac

h ut

ility

shal

l pub

liciz

e by

new

spap

er o

r bill

in

sert

to it

s cus

tom

ers t

he c

olle

ctio

n ag

ents

to w

hom

cu

stom

ers m

ay d

eliv

er p

aym

ent o

f wat

er b

ills.

Cus

tom

er In

form

atio

n:

A u

tility

can

add

a la

te p

aym

ent p

enal

ty if

you

r bill

ha

s not

bee

n re

ceiv

ed b

y th

e ut

ility

by

the

late

st p

ay

date

prin

ted

on y

our b

ill.

On

all c

urre

nt u

sage

bill

-in

gs n

ot p

aid

by th

e la

test

pay

dat

e, 1

0% w

ill b

e ad

ded

to th

e ne

t cur

rent

am

ount

unp

aid.

Thi

s de-

laye

d pa

ymen

t pen

alty

is n

ot in

tere

st a

nd is

to b

e co

llect

ed o

nly

once

for e

ach

bill

whe

re it

is a

ppro

pri-

ate.

Late

Pay

men

t P

enal

ty:

A d

epos

it m

ay b

e re

quire

d w

hen

appl

ying

for n

ew

serv

ice.

A d

epos

it m

ay a

lso

be re

quire

d if

a de

posi

t is

not

on

file

- to

rest

ore

wat

er se

rvic

e af

ter s

uch

serv

ice

has b

een

disc

onne

cted

for n

on-p

aym

ent.

Dep

osit

Req

uire

men

ts

A c

usto

mer

shal

l be

give

n th

e op

portu

nity

to e

nter

into

a

defe

rred

pay

men

t agr

eem

ent -

pro

vide

d th

at th

e cu

s-to

mer

has

dem

onst

rate

d an

abi

lity

to p

ay b

ut o

nly

in

inst

allm

ents

. Th

e de

tails

of t

he d

efer

red

paym

ent

agre

emen

t are

to b

e ne

gotia

ted

betw

een

the

utili

ty a

nd

the

cust

omer

. Se

vera

l fac

tors

are

con

side

red,

incl

udin

g bu

t not

lim

ited

to:

amou

nt o

f del

inqu

ency

; abi

lity

of

the

cust

omer

to p

ay; p

aym

ent h

isto

ry; t

ime

the

delin

-qu

ency

has

bee

n ou

tsta

ndin

g; re

ason

s why

the

delin

-qu

ency

has

bee

n ou

tsta

ndin

g; a

nd a

ny o

ther

rele

vant

fa

ctor

s. O

nce

a de

ferr

ed p

aym

ent a

gree

men

t has

bee

n es

tabl

ishe

d, th

e cu

stom

er m

ust p

ay th

e cu

rren

t bill

on

time

and

in fu

ll an

d m

ake

timel

y pa

ymen

ts in

acc

or-

danc

e w

ith th

e de

ferr

ed p

aym

ent a

gree

men

t.

Def

erre

d P

aym

ent

for

Ove

rdue

Bill

A u

tility

mus

t mai

l a w

ritte

n no

tice

of te

rmin

atio

n be

fore

yo

ur se

rvic

e ca

n be

dis

conn

ecte

d. T

his n

otic

e m

ust i

n-cl

ude:

1.

Dat

e w

hen

serv

ice

can

be d

isco

nnec

ted.

2.

Rea

son

for t

he d

isco

nnec

tion.

3.

Rig

ht to

cha

lleng

e th

e te

rmin

atio

n.

4

. In

stru

ctio

ns fo

r con

tact

ing

the

appr

opria

te u

tility

pe

rson

nel b

y te

leph

one

and

mai

l, in

clud

ing

busi

ness

hou

rs.

5

. In

stru

ctio

ns fo

r con

tact

ing

the

PSC

, if y

ou a

re n

ot

sa

tisfie

d w

ith th

e ch

alle

nge

to th

e ut

ility

. Th

e no

tice

mus

t be

mai

led

to y

our m

ailin

g ad

dres

s at

leas

t 10

days

prio

r to

disc

onne

ctio

n da

te.

If se

rvic

e is

no

t dis

conn

ecte

d w

ithin

30

days

, the

util

ity m

ust m

ake

a w

ritte

n te

rmin

atio

n no

tice

agai

n.

A u

tility

may

dis

conn

ect u

tility

serv

ice

with

out n

otic

e w

here

a d

ange

rous

con

ditio

n ex

ists

for a

s lon

g as

it e

x-is

ts o

r whe

re th

ere

has b

een

tam

perin

g w

ith u

tility

’s

equi

pmen

t or f

acili

ties.

Serv

ice

Dis

conn

ecti

ons:

6

I have had a lot of questions from utilities as to what records they need to keep and how long they need to keep them. With the beginning of a new fiscal year upon us I thought this is would be a good time to dis-cuss the retention of records.

As stated in the West Virginia Legislative Rule, Public Service Commission, Chapter 24-1, Series III, Rules and Regulations for the Government of Electric Utilities: 2.01 RECORDS AND REPORTS

Preservation of Records – All records required by these rules shall be preserved by the utility in accor-dance with the “Regulations to Govern the Preservation of Records of Electric, Gas and Water Utilities” as pre-scribed by the National Association of Regulatory Util-ity Commissioners (NARUC) dated May, 1985, and adopted by the Commission by General Order No. 184.6 of March 31, 1987, and effective May 29, 1987, except, as they may be hereinafter modified by the Commission

RECORD RETENTION By: Susan L. Brown, Utility Analyst II, PSC Water and Wastewater Division

…No such record shall be destroyed earlier than as provided by these rules without Commission ap-proval.

The “Regulations to Govern the Preservation of Records of Electric, Gas and Water Utilities,” from NARUC states:

“When any records are destroyed before the expi-ration of the prescribed period of retention, a certified statement listing, as far as may be determined, the records destroyed and describing the circumstances of accidental or other premature destruction shall be filed with the Commission within ninety (90) days from the date of discovery of such destruction. Dis-covery of loss of records is to be treated in the same manner as in the case of premature destruction.”

The following information provided is condensed from the “Regulations to Govern the Preservation of Records of Electric, Gas and Water Utilities” as pre-scribed by the National Association of Regulatory Utility Commissioners (NARUC).

CORPORATE AND GENERAL Paid or canceled debt securities 3 years after payment Organizational documents 50 years Deeds and other title papers 6 years after disposition Licenses 25 years after plant is retired Copies of formal orders of regulatory commissions Life of utility Permits 6 months after expiration Service contracts 6 years after expiration Leases 3 years Labor contracts 3 years Audit reports 7 years after date of report

GENERAL ACCOUNTING RECORDS General ledgers 50 years Trial balance sheets of general and subsidiary ledgers 50 years General and subsidiary journals 50 years Cash books: general and subsidiary 10 years after close of fiscal year Voucher 6 years Invoices 6 years Accounts receivable register 3 years after settlement Records of securities 3 years after disposal Payroll records: Payroll sheets or registers 3 years Time sheets 3 years Employees’ earnings record 3 years after termination

Continued on Page 7

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INSURANCE Insurance policies 3 years after expiration Records of claims collected 6 years Injuries and damages 3 years after settlement

PERSONNEL Employees’ service records 3 years after termination Applications for employment Destroy at option Employees’ benefit & pension records 3 years after termination of plan

PURCHASES AND STORES Records of sales of scrap 3 years Inventories of materials and supplies 3 years

REVENUE ACCOUNTING AND COLLECTING Customers’ service applications 3 years, if executed Customers’ deposit ledgers or card records 3 years after termination Meter reading sheets and records 2 years or as may be necessary Summaries of monthly operating revenues 6 years Customers’ ledgers 3 years or as may be necessary\ Trial balances of ledgers 3 years Records relating to forfeited discounts 3 years Collection reports and records 3 years Customers; account adjustments 3 years Uncollectible accounts 3 years

TREASURY Bank Statements Destroy at option after completion of annual audit

by independent accountants Check stubs, registers, or other records 6 years

MISCELLANEOUS Annual financial, operating and statistical reports 10 years after date of report Budgets 3 years Reports to federal and state regulatory commissions Life of corporation Service interruptions 6 years

Furthermore, as stated in the Water Rules (2.1.2), “Location of records – Such records shall be kept in the office or offices of the utility, and shall be open at all reasonable hours for examination by the Commission or its represen-tative, or by others authorized by the Commission.”

RECORD RETENTION . . . Continued From Page 6

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Motor vehicle crashes are a leading cause of work-related injuries. Crashes on and off the job have far-reaching financial and psychological effects on employ-ees, their coworkers and families, and their employers. The real tragedy is that these crashes are largely pre-ventable. In response to this, the Board of Risk and In-surance Management has developed vehicle/driver safety initiatives, set forth in the Standards of Participa-tion program, for employers to reduce motor vehicle crashes. In addition to implementing a comprehensive fleet management program, it is recommended that all employees who operate a vehicle (whether private or entity-owned) for work-related duties are provided train-ing on safe vehicle operations on an annual basis.

A comprehensive fleet management program should be implemented to:

A. Save lives and to reduce the risk of life- altering injuries within your workforce.

B. Protect your organization’s human and financial resources.

C. Guard against potential company and personal liabilities associated with crashes in-volving employees driving on company busi-ness.

A comprehensive fleet management program will help to keep the driver and those with whom he/she shares the road safe. Additionally, the program can change driver attitudes, improve behavior, and increase skills to build a “be safe” culture. By instructing em-ployees in basic safe driving practices and then reward-ing safety-conscious behavior, you can help employees and their families avoid tragedy.

An effective program requires the full cooperation of each driver to operate his/her vehicle in the safest possible manner and to comply fully with their responsi-bilities as outlined in a Fleet Safety Program.

A comprehensive fleet management program should include detailed procedures for:

Fleet Safety Submitted by: Jill Farrar, Safety/Loss Control Specialist, WV BRIM

A. Assigning responsibilities at all levels of employment

B. Vehicle usage C. Employee driver’s license checks D. Accident reporting and investigation E. Accident Review Committee F. Vehicle selection and maintenance G. Training standards H. Car phone safety I. Fleet safety rules

Driver Recognition Program A comprehensive fleet management program pro-

vides guidelines for what an employer can do to im-prove traffic safety performance and minimize the risk of motor vehicle crashes. Employers have enormous power to protect their businesses by educating their em-ployees about safe driving practices. Following these guidelines helps to ensure that you hire capable drivers, only allow eligible drivers to drive on company busi-ness, train them, supervise them, and maintain company vehicles properly. Adhering to the guidelines set forth in a comprehensive fleet safety program can also help to keep your motor vehicle insurance costs as low as possi-ble. A comprehensive fleet management program can be found in the sample Loss Control Manual, developed by the Board of Risk and Insurance Management, at http://www.state.wv.us/brim/Loss/losscntl.htm. References:

National Highway Traffic Safety Administration www.nhtsa.dot.gov

Occupational Safety and Health Administration www.osha.gov

Board of Risk and Insurance Management Sample Loss Control Manual http://www.state.wv.us/brim/Loss/losscntl.htm

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The Eastern Wyoming Public Service District (EWPSD), in the eastern portion of Wyoming County, West Virginia, will receive the 2006 Drinking Water State Revolving Fund (DWSRF) award from the U.S. Environmental Protection Agency (U.S. EPA) Mid-Atlantic Region, for its sustainable public health protection efforts. The award will be presented during the April 4, 2007, WV Infrastructure and Jobs Devel-opment Council (IJDC) meeting. The IJDC was instrumental in securing and coordinating project funding.

The 2006 DWSRF Awards for Sustainable Public Health Protection recognize DWSRF borrowers demonstrat-ing leadership and innovation in financing, innovative project implementation, creative use of partnerships, or promotion of sustainable infrastructure. States manage the DWSRF pro-gram and select projects to receive funding. In West Virginia, the Department of Health and Human Resources manages the DWSRF program. Each state DWSRF program selects one DWSRF borrower for the Sustainable Public Health Protec-tion Award.

Formerly separate, independent eastern Wyoming County, West Virginia water systems had severe microbi-ological contamination, serious water quantity problems and were old, poorly operated and maintained. Using more than $14.5 million in federal and state grants and loans, EWPSD has almost completed a regionalization/consolidation project. The project includes a new regional water treatment plant sized to meet current and future needs, three new water stor-age tanks, and a new distribution system (over 100,000 linear feet of water lines), providing a safe and dependable potable water supply to more than 3,800 local residents. Grants and loans include a 30-year, $3.5 million DWSRF loan.

EWPSD water systems continue making anticipated pro-gress since the District was formed (consolidating several failing water systems in 2000) and the capacity development assessment was conducted (June 2001). The District contin-ues implementing assessment recommendations and maintain-ing improved managerial and financial capability. The Phase I technical capability improvements (regional water system eliminating existing obsolete water systems) are nearly com-plete.

The previously unmanaged, unsupervised small water systems now forming the EWPSD continue to be well man-aged by the Logan County PSD (under contract with EWPSD). These (formerly financially failing) EWPSD sys-tems have implemented appropriate rates since PSD forma-tion and are now financially sound. Final EWPSD rates will become effective upon regional water system consolidation project completion.

Eastern Wyoming PSD Receives An Award By Richard Watson and Ghassan Khaled

The projects correcting EWPSD's serious technical capa-bility deficiencies continue making progress. Below is the current status of the projects. Phase I:

Replacement of all the water lines in downtown Mullens has been completed.

The regional water treatment plant was completed and began operation January 22, 2007.

Water system consolidation (Welton Water, Wyco Water PSD, Buckeye Water - Iroquois, Buckeye Water - Stephen-son, Corinne Water, Mullens Water - Mullens, and Mullens Water - Nuriva) has been completed. Water line extension, meter installation, and system interconnection work is more than 95% complete. Approximately 70 customers must still be connected to the regional system. Anticipated connection completion is May, 2007. Phase II:

The Mullens Water – Itman water line extension has been designed. Most project funding is included in the FY2008 Abandoned Mined Lands (AML) grant. Additional project funding is being pursued. The project is still scheduled for bid and construction in 2008. Phases III and IV:

Extending water lines to Brookside - Otsego and Pier-point Water systems.

Extending water lines to Herndon Heights Community Water, Alpoca Water Works, Covel Water, Garwood Com-munity Water, and Herndon Community water systems.

These phases are not yet funded or designed and no pro-jected completion dates are set. The AML program is cur-rently determining if these projects are AML eligible.

For more information on the EWPSD or capacity devel-opment assistance for your water system, please contact the authors of this article.

Ghassan Khaled, Capacity Development/Small Systems Coordinator, Environmental Engineer, U.S. EPA - Region III - Drinking Water Branch (3WP21), 1650 Arch Street - Phila-delphia, PA 19103-2029, Telephone: 215-814-5780 - Fax: 215-814-2318, E-mail: khaled.ghassan@epa.gov

Richard L. Watson, Capacity Development Coordinator Environmental Engineering Division, Capitol and Washing-ton Streets - 1 Davis Square, Suite 200, Charleston, WV 25301-1798, Telephone: 304-558-6747 - Fax: 304-558-0691, E-mail: richardwatson@wvdhhr.org

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Groundwater is an important source of drinking wa-ter in West Virginia. Groundwater is a valuable re-source vulnerable to contamination from local land use activities. Because these contaminants can cause detri-mental health effects, it is important for the public to be aware of how to protect their groundwater supply. West Virginia teachers are in a unique position to empower their students (and potentially students’ parents) with knowledge of groundwater protection.

In an effort to support these teachers, the Source Water Assessment and Protection (SWAP) Program, a section of the WV Department of Health and Human Resources, Bureau for Public Health (BPH), has devel-oped a program to loan groundwater flow models to teachers statewide. By teaming with the WV Depart-ment of Environmental Protection’s Project WET pro-gram, the BPH has identified a number of teachers who are already aware of the importance of groundwater pro-tection. The BPH has extended to these teachers the opportunity to borrow a groundwater flow model.

A groundwater flow model has been likened to an ant farm in appearance. But instead of watching ants, students will be able to “see” water underground. The BPH considers these models valuable teaching tools, because they can be used to illustrate:

The potential to contaminate drinking water from relatively common activities, through point and non-point sources.

The effects of a pump on groundwater. Pumps are used in many public water systems to bring groundwater to the surface for use.

How quickly contaminants can enter a groundwater source via karst geology, common in eastern portions of

Groundwater Flow Model Loan Program

West Virginia. Models will be loaned to teachers who demonstrate

the best plans for raising groundwater protection aware-ness to the maximum students and parents through classroom and take home activities. Along with the model, teachers will receive materials and training re-lated to groundwater concepts and use of the groundwa-ter model.

The BPH program goal is to distribute groundwater

flow models throughout the state. Because of the social implication of groundwater protection, teachers from all disciplines are encouraged to apply.

Questions concerning the loan program can be di-rected to Mindy S. Ramsey, Environmental Resource Specialist, Source Water Assessment and Protection Program, by phone 304-558-6759 or by email:mindyramsey@wvdhhr.org

By Mindy Ramsey, Environmental Resource Specialist II, Source Water Assessment and Protection Program , WVDHHR

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Depending on the size of your utility, you probably get an angry customer on a regular basis. Your office personnel should be prepared to deal with almost any situation, but are they prepared?

Office personnel should give each customer their undivided attention. Give the customer a chance to tell their side of the story and get the facts from all sides. If the meter reader or another employee needs to be con-tacted to get their side of the story, talk to them before forming an opinion or responding. There are times when the board should be involved to determine how a situation should be handled. Always look at the com-plaint and see whether a written policy is appropriate. This could save time and confusion in the future.

In researching my article I ran into a web site from Public Relations for Dummies. (http://cda.dummies.com/WileyCDA/Dummies Arti-cle/id-908.html) The following is a list of important rules to follow when dealing with a customer. ♦Always tell the truth. ♦Be as forthright as you can. Do not be misleading or dishonest. ♦Be prepared. Don’t wait until a problem hits and then ask, “What do we do?” ♦Show that you care. Demonstrate compassion. ♦Move quickly and get the problem resolved as soon as possible. ♦Return all calls and don’t avoid the customer. ♦Admit if you made a mistake, apologize, explain how you’re going to fix it, and then do what you promised.

The following is an excerpt from Online Customer Service for Dummies http://www.summitcircuit.com/archive/et-0501.html: ♦Make it easy for customers to complain. ♦View complaints as gifts. ♦Thank the customer. (?) ♦Let the customer vent. (!) ♦Sincerely apologize:

1. Even if you are not the person who made the mistake.

2. Even if the customer is in the wrong by saying something like “I’m sorry you are having a problem.”

3. Don’t use your apology as a preemptive strike by making it the first think you say to an upset

Dealing With Complaints By: Susan Brown, Utility Analyst I, PSC Water and Wastewater Division

customer. Give them time to provide the neces-sary details so you can make the apology more personal and specific to their circumstances

♦ Identify the elements of the complaint. ♦ Fix the problem. ♦ Follow up. ♦ Practice prevention. I also found the web site of The Holland Sentinel

Online which had an article titled “Well-trained Staff Helps Head off Customer Complaints” by Ken Vander Meeden (http://www.hollandsentinal.com/cgi-bin/printme.pl). Although he is writing more for a pri-vate business I feel he makes some good points that can be beneficial to water or sewer utilities.

♦ Train your people to treat every customer as an individual. This can be tough on a busy day but stress the importance of being courteous, greet-ing customers with a smile and respecting their opinions

When your customers are unhappy, train your front-line people to handle the issue. Try to see the problem as if it were your own. Acknowledge the customer’s distress and apologize. Respond quickly and insist that your people follow through on their promises. If possi-ble, empower your people to make routine decisions without waiting for “the manager.” (Remember that bill adjustments should always have proper approval.)

There are more complaints after termination notices are mailed than any other time of the month. Manage-ment should be aware of the added responsibilities and pressures staff faces and should do everything possible to ensure staff isn’t overwhelmed by the increased com-plaints. Management may want to hire a part-time worker to help in the office during this period.

Management should also consider how the office is organized. The more efficient the office is set up, the better for everyone. It is inefficient if the office clerk must leave the office to get important information such as work orders. It is also important that the office is designed so customers can’t just walk in and start com-plaining directly to the clerk who may be busy working on another important matter. While the customer needs to be acknowledged as soon as possible it is also impor-tant that the clerk have an opportunity to set aside what-ever is at hand before taking on another task such as a customer complaint.

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Dealing With Complaints. . . Continued from Page 11 In our experience, most disputes arise out of misun-

derstandings; repeat-complainers who will “harp” every month about various items; will arise in situations where the office staff is totally inundated by the telephone calls and by customers demanding attention in addition to the regular office tasks. It is important that during those times, someone can take the complaint and respond or promise that someone will call back with an answer the next day. It is important for members of the utility board to recognize this and take steps accordingly.

I would like to remind everyone of the Water and Sewer Rules 4.5 dealing with complaints.

4.5.a Each utility shall make a full and prompt in-vestigation of all complaints made to it by its customers,

Now that you have the static pressure and residual pressure from the pressure hydrant and the pitot pressure (or barrel pres-sure) and outlet diameter from the flow hydrant nozzle, we can determine the flow the hard way or the easy way. The easy way is to use already prepared flow tables or computer software programs. I found excellent free software called Igneus Flow Test 1.04 and downloaded it at: http://www.softpedia.com/get/Science-CAD/Igneus-Flow-Test.shtml This shareware software not only provides the calculations but also prepares a report and graphs the flow at various pressures. Flow tables are available in AWWA Manual M-17.

If you want to do it the hard way and perform the calculations yourself, some basic algebraic skills are necessary. The "Q" formula and Hazen-Williams formula are used to determine single outlet hydrant flow. The Q formula produces the actual vol-ume of water in GPM that we are getting from the flow hydrant. The Hazen-Williams formula takes this information and calcu-lates what the hydrant would flow if all outlets were being used simultaneously without having to actually open all outlets and max-flow the hydrant.

Q FORMULA The Q formula produces a value in GPM based on the nozzle diameter (in inches) and pitot pressure (solving for "Q".) Where Q=observed flow (in GPM), c=coefficient (based on geometry of the nozzle opening, see illustration above),

d=nozzle outlet diameter (inches), p=pitot pressure.

HAZEN-WILLIAMS FORMULA This formula calculates available flow at 20 psi, or any desired residual pressure, based on the readings taken before and

during the single outlet flow test (solving for "QR".)

Where QF=observed flow (GPM), hr is the drop in pressure from the static pressure to the desired residual baseline (usually

20 psi) and hf is the drop in psi from static pressure to the actual residual pressure that was measured during the test. Please note that we are calculating to the .54 power (a fractional number.)

Precautions should be taken to minimize property damage. If the distribution system is strong and the pressure drop is less than 10 psi, an additional hydrant(s) would have to be flow tested at the same time to obtain accurate results. Additional infor-mation can be obtained from AWWA manual M-17, Installation, Field Testing, and Maintenance of Fire Hydrants and from National Fire Protection Association (NFPA) Standard 291: Recommended Practice for Fire Flow Testing and Marking of Hy-drants.

either directly or through the Commission. In the event that the complaint is not adjusted, the utility shall notify the customer that he may file an informal or formal complaint with the Commission.

4.5.b The utility shall keep a record of all com-plaints received, which record shall show the name and address of the complainant, the date and character of the complaint, and the adjustment or disposal made thereof.

4.5.c Records of complaints shall not be destroyed until a summary has been prepared for permanent re-cord, showing the character of complaints made, the number of each type received in each month, and the disposition of the complaints.

Hydrant Fire Flow Testing . . . Continued from Page 1

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* PSC WEB PAGE: http://www.psc.state.wv.us * TOLL FREE (800) 344--5113

Public Service Commission of West Virginia Our Staff Is Ready To Help You. Don’t Hesitate To Call Or Write

Jon W. McKinney, Chairman

Commissioners Edward H. Staats

Michael Albert

WATER & WASTEWATER DIVISION Amy L. Swann, Director 340-0481 Vickie Miller, Administrative Secretary 340-0482 Edwina Strickland, Secretary I, 340-3749 CASE CONTROL SECTION Bill Nelson, Chief Utilities Manager 340-0445 David Acord II, Utility Analyst Supervisor 340-0475 Karen L. Buckley, Utility Analyst II 340-0470 Bob Cadle, Utility Analyst II 340-0419 Charles Knurek, Utility Analyst III 340-0460 Randy Lengyel, Utility Analyst III 340-0447 Pete Lopez, Utility Analyst II 340-0823 Scott McNeely, Utility Analyst II 340-0397 Nathan Nelson, Utility Analyst II 340-0488 Michael Quinlan, Utility Analyst I 340-0869 C. Sue Stephenson Utility Analyst I 340-0868 ASSISTANCE SECTION Geert F. Bakker, Chief Utilities Manager 340-0467 Elizabeth J. Perdue, Utility Analyst Supervisor 340-0870 Conrad Bramlee, Utility Analyst III 340-0471 Susan L. Brown, Utility Analyst II 340-0422 Drema Witt, Admin. Service Asst. 340-0440 INFORMAL COMPLAINTS James F. Aucremanne, Consumer Affairs Tech 340-0379 Sharra Huffman, Consumer Affairs Tech 340-0826 Melissa Nicely, Consumer Affairs Tech 340-0494 FAX 340-3759

ENGINEERING DIVISION Earl Melton, PE, Director 340-0392 Victoria Trent, Secretary 340-0370 Lynn Pringle 340-0395 CASE CONTROL SECTION David W. Dove, PE, Chief Utilities Manager 340-0436 Lisa Bailey, Technical Analyst I 340-0499 Audra Blackwell, Technical Analyst II 340-0448 Jonathan Fowler, PE, Engineer III 340-0491 David Holley, Technical Analyst I 340-0328 Joe Marakovits, Technical Analyst III 340-0443 Jim Spurlock, Technical Analyst II 340-0357 Sylvie Steranka, Technical Analyst I 340-0466 James C. Weimer, PE, Engineer I 340-0476 ASSISTANCE SECTION James Ellars, PE, Chief Utilities Manager 340-0331 Jeff Bennett, Utility Inspector II 340-0313 Ralph Clark, PE Engineer II 340-0455 Ingrid Ferrell, Technical Analyst III 340-0335 Dave Foster, Utility Inspector III 340-0398 Craig Miller, Utility Inspector II 340-0353

LEGAL DIVISION

Rick Hitt, General Counsel 340-0317 Janet Brown , Secretary II 340-0332 Karen Fisher, Secretary I 340-0342 Sandy Green, Secretary I 340-0363 Rachel Tolley, Secretary I 340-0319 Caryn Watson Short, Supervising Attorney 340-0338 Leslie Anderson, Staff Attorney 340-0368 John Auville, Staff Attorney 340-0311 Meyishi Blair, Staff Attorney 340-4875 Wendy Braswell, Staff Attorney 340-0334 Carrier Freeman, Staff Attorney 340-0416 Belinda Jackson , Human Resource Attorney 340-0497 Lisa Wansley-Layne, Staff Attorney 340-0431 Terry Owen, Staff Attorney 340-0339 Ron Robertson, Staff Attorney 30-0336 Cass Toon, Staff Attorney 340-0409 FAX 340-0372

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Water & Wastewater Division WV Public Service Commission 201 Brooks Street, P.O. Box 812 Charleston, WV 25323

Pre-Sorted Standard

U.S. POSTAGE PAID

Permit No. 271

Elizabeth Perdue is the supervisor in the Assistance Section of the Water & Wastewater Division of the Public Service Commission. Elizabeth ac-cepted the position in July, 2006. She earned her B.A. degree in Business Management from West Virginia Institute of Technology and later earned her B.A. degree in Accounting from West Virginia University Institute of Tech-nology. She is a Certified Public Accountant.

Elizabeth loves animals. She often takes in strays and finds homes for them. She currently has one cat and nine dogs of her own, plus four foster dogs. Her greatest joy in life is her two year old son, Tanner. She sings in Church and Tanner often accompanies her. Tanner’s favorite toy is Thomas the Train. He dresses in Thomas from his shirt down to his shoes. He even sleeps in a Thomas bed.

Employee Corner