California Water Service June 13, 2019 Quality. Service.

California Water Service June 13, 2019 Quality. Service. Value. CUEA Members Meeting the Challenge 2018- An Unprecedented C Year for Wildland Fires Water Utilities Lesson Learned Gerald Simon, VP Safety, Security and Emergency Preparedness Officer California Water Service Group

Largest in the West 3rd largest in U.S. Serves 2 million+ people via o o o o o o o o

Quality. Service. Value. 6,000+ miles of main 1,130 wells 662 storage tanks 155,000+ valves 50,000+ hydrants 2,010+ sampling stations 6 surface water treatment plants 10 wastewater treatment plants 6

California Regional Map Corporate Headquarters Customer Support Services San Jose, CA 22 Districts in California Quality. Service. Value. 3

National Response Framework Prevent Recover Prepare Respond (mitigate) Over the past 4 years, Cal Water has implemented a number of programs to do our part to adhere to our nations Response Framework.

Quality. Service. Value. 4 Cal Waters Emergency Response Approach Conduct emergency response/Emergency Operations Center (EOC) training for all managers, supervisors, and corporate officers Train Boots on the Ground Utilize our Emergency Action Guidebook, a response template for field & office employees Quality. Service. Value. 5

Quality. Service. Value. Emergency Operations Center Training Annual emergency response training so each officer, supervisor, and manager aware of his/her position and role during EOC activation o All districts/subsidiaries, (16) 6-hour courses o Boots on the Ground training (12) 3-hour

courses Adherence to and compliance with National Incident Management System (NIMS), Standardized Emergency Management Systems (SEMS- state), and Incident Command System (recognized all-hazard response mitigation) Establishment of EOC equipment in every district and subsidiary EOC in a Box Utilizes emergency size-up and field operations checklists to assure a coordinated response Quality. Service. Value.

7 5 3 4 2 1 Quality. Service. Value.

8 EOC Activations Since we launched our emergency response refresh four years ago, we have set up EOCs on 29 different occasions. Most notably, we have had 6 extended EOC activations, which have solidified our use and utilization of emergency response principles. Major EOC activations include: December 2014 statewide storms EOC set up to support 21 California districts (2 days) 2016 Erskine Fire 108 employees from 20 Cal Water districts (17 days) 2017 Oroville Spillway incident - EOC in Chico (5 days) 2018 Mendocino Complex Fire EOC in Marysville for Lucerne (10 days) 2018 Woolsey Fire EOC in Westlake (4 days)

2018 Camp (Paradise) Fire EOC in Chico (10 days) Quality. Service. Value. 9 Emergency Response Trailer Unit Fully equipped Can sustain 6 workers with all tools, equipment, tents, port-a-potties, and cooking equipment for 7 days

Quality. Service. Value. 10 Emergency Action Guidebook Step-by-step checklists for a number of emergencies, including: o Earthquakes o Active shooter o Water quality emergencies o Floods & storms

Given to EVERY Cal Water staff member (desks) and placed in every service vehicle (trucks) to utilize when these emergencies occur Quality. Service. Value. 11 Earthquake Checklist (example) Office Actions

Quality. Service. Value. Field Actions 12 Erskine Fire (Kern River Valley) Quality. Service. Value. 13 Erskine Fire: Coordination

108 people responded 14 districts sent personnel and equipment to assist Extensive coordination with Cal Fire, Kern County, US Forest Service, and BLM 17 days of EOC activation, 13 of those handled in Bakersfield Emergency Response Trailer Unit utilized

to assist in this effort Focused on our two emergency response missions o o Provide water for firefighting Provide clean, fresh water for our customers to drink Received NAWC Living Water Award for Erskine Fire response

Quality. Service. Value. Erskine Fire: The Aftermath & Recovery Quality. Service. Value. 15 Lessons Learned Make sure you can obtain fuel for generators & vehicle during wildfire operations Local area impacted, so water for Community Points of Distribution (CPODs) may need to come from outside of the area

Keep ample CPOD inventory on ERTU Because small districts dont have enough resources in an emergency, they need help from other districts to support EOC Consider multiple resources needed to keep system running (generators, fuel, EMTs) Quality. Service. Value. 16 Oroville Spillway Incident Quality. Service. Value.

17 Oroville Spillway Incident Caused evacuation of Marysville, Oroville, and Yuba City Marysville & Oroville citizens evacuated to Chico Fairgrounds Cal Water EOC established in Chico in support of Oroville & Marysville Cal Water had to run pumps manually during evacuation Our operations set up to protect our workers o Included checking with National Weather Service and continuing to know when we could go back to check water system and fill fuel tanks Cal Water embedded in Butte County EOC to support firefighter

operations and assure availability of water for firefighting CPODs set up to deliver bottled water to our thousands of displaced residents Cal Water provided movie night and Sees candy for Valentines Day Extensive coordination with NOAA to save threatened steelhead fish Quality. Service. Value. 18 As a gesture of partnership and contribution to the community, Cal Water

returned to Chico, Oroville, and Marysville to provide emergency response and EOC training for all three cities. Quality. Service. Value. 19 Oroville Community EOC Quality. Service. Value.

Lessons Learned Obtaining water for CPODs essential Corporate Communications partnership is essential in relaying evacuation and CPOD messaging Partnership with weather service very important- critical in making strategic & operational decisions Opening EOC is essential, even when local government may not Putting system on generators only (with EMTs) also important; Systems may have to power on and be left without crews. Make sure you consider fuel needs Quality. Service. Value.

21 Mendocino Complex Fire (Lucerne) Largest recorded fire in Californias history at 459,123 acres Spanned Lake, Glenn, Colusa, and Mendocino counties 157 residences and 123 other structures destroyed Directly impacted our Redwood Valley Districts Lucerne system (Clear Lake) Must keep plant operating to provide critically needed water supply

for firefighting EOC established in Marysville to support Lucerne Quality. Service. Value. Mendocino Complex Fire Quality. Service. Value. 23 Mendocino Complex Fire: Marysville EOC Quality. Service. Value.

24 Mendocino Complex Fire: Planning, Situation Status, Accountability Quality. Service. Value. 25 Mendocino Complex Fire: Recovery CPODs Quality. Service. Value.

26 Lessons Learned Have and utilize remote SCADA capabilities Consider alternatives when there may be personal crises during a company emergency Know who essential responders are in first responder areas Embed personnel with county EOC or SOC if required Keep EOCs free of contaminants Pre-event: establish fuel contact(s) and make sure you can calculate fuel needs and obtain fuel Get engineering support Quality. Service. Value.

27 Woolsey Fire (Westlake District) November 8-21, 2018 1,500 structures destroyed, 341 damaged, 96,949 acres burned 3 firefighter injuries, 3 civilian fatalities Source: abc7news.com Quality. Service. Value. 28

Woolsey Fire (Westlake District) Early activation of EOC needed Texting not an effective form of communication at 3:30 a.m., integrated communication contemplated with 24-hour Call Center Wind events and impending PSPS should prompt district personnel to top off tanks and vehicles Ongoing relationships with local fire, police, and politicians

essential Source: latimes.com Quality. Service. Value. 29 Lessons Learned Must be able to coordinate with public agencies Use hydraulic models for water demand, impact, and water quality analysis Utilize GIS and mapping abilities to visually indicate situational awareness to diverse set of stakeholders Have SCADA operational awareness of asset status, levels, and

water supply; ensure alerts are set and functional Identify hydrants and relay volume for fire supply to supporting agencies Know that Engineering can support other roles and vice versa (ex. mapping and relief incident commander) Quality. Service. Value. 30 Camp Fire (Paradise/Chico) November 8-25, 2018 Structures destroyed: o

o o 13,972 residences 528 commercial 4,293 other 88 civilian fatalities, 3 firefighter injuries 153,336 acres burned Became most destructive loss of life fire in the states history Quality. Service. Value. 31

Camp Fire (Paradise/Chico) Source: abcnews.go.com Source: sanfrancisco.cbslocal.com Quality. Service. Value. 32 Lessons Learned Evacuate in a timely manner Protect employees from excessive smoke; keep air filters, N95

masks, and other essential supplies available Determine short-term and extended mutual assistance and personnel needs for that Critical Incident Response Management (CIRM) peer to peer support program is an extremely critical resource during and after the disaster Quality. Service. Value. 33 Coordination with PIO/Liaison is Key Quality. Service. Value.

34 PIO/Liaison Communication for water quality issues, system concerns, community support Door-to-door, email, text, phone communication with customers Regular updates to city, county, community leaders and media Updates to legislators and PUC Dedicated section on web site home page Frequent updates on social media Participation in community meetings with first responders and residents Quality. Service. Value.

35 Social Media Engagement Significance of highlighted comment: This customer had been very outspoken critic of Cal Water due to water rates Quality. Service. Value. 36 Communication Lessons Learned

Regular, proactive, direct communication important to quell fears, enhance confidence in our ability to serve Must build relationships to maintain ability to coordinate with public agencies (state, county, and local) Customers receive information via various channels, so must use comprehensive outreach approach Steps to support community (CPODs, distribution centers) help build relationships Quality. Service. Value. 37 Focusing on Recovery:

Critical Incident Response Management (CIRM) Emotional wellness and peer support provided to employees who respond to, or are affected by, disasters or traumatic events 54 Cal Water employees currently trained to provide emotional support following an incident or response

CIRM team utilized 18 times during the past 2 years Quality. Service. Value. Community EOCs Implement Community EOC programs in small districts and rural areas Small areas must work together as resources may have extended response times Quality. Service. Value. 39

Hawaii Community EOC 53 community members attended, including Hawaii PUC Commissioner Lorraine Akiba Quality. Service. Value. 40 Washington Community EOC Quality. Service. Value. 41

Lessons Learned Address vulnerabilities and assess potentially under-resourced areas Ensure equipment and assets, including transfer switches, are in proper working order or repaired/ replaced Quality. Service. Value. Maintain ability to coordinate

with public agencies (state, county & local) Address statewide concerns we must partner on vegetation management strategies (raking the forests 42 Lessons Learned Over-prepare with personnel, generators, etc. Assure continuous water quality support during critical incidents Must keep water flowing for firefighter use and customers

health fuel for generators and vehicles filters for office and employee safety. Quality. Service. Value. 43 It works well when Prevention, Preparation, Response & Recovery are ALL utilized Quality. Service. Value.

44 Q&A Thank You! Quality. Service. Value. Quality. Service. Value. 45

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