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Home My WebLink About4.b. Receive Recap of Central San Academy Spring 2018 Session Page 1 of 19 Item 4.b. Central Contra Costa Sanitary District July 10, 2018 TO: ADMINISTRATION COMMITTEE FROM: CHRISTINA GEE, MANAGEMENT ANALYST REVIEWED BY: ANN SASAKI, DEPUTY GENERAL MANAGER ROGER S. BAILEY GENERAL MANAGER SUBJECT: RECEIVE RECAP OF CENTRAL SAN ACADEMY SPRING 2018 SESSION Please see the attached memo. Strategic Plan Tie-In GOAL ONE:Provide Exceptional Customer Service Strategy 1 - Foster Customer Engagement and Awareness ATTACHMENTS: 1. Memo 2. PowerPoint Presentation July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 15 of 36 Page 2 of 19 CENTRAL SAN CENTRAL CONTRA M PLACE July 10, 2018 TO: ADMINISTRATION COMMITTEE VIA: ROGER S. BAILEY, GENERAL MANAGER FROM: CHRISTINA GEE, MANAGEMENT ANALYST SUBJECT: RECAP OF CENTRAL SAN ACADEMY SPRING 2018 SESSION Every Tuesday between March 27 and May 1, 2018, Central San hosted members of the public for the third session of its citizens academy, Central San Academy. This year, the Academy welcomed 39 participants to the six-week course, representing an 8% increase over the 36 participants in 2017 and a 70% increase over the 23 participants in the Academy's first session in 2016. The following is an analysis of this year's program. Applicants Central San Academy attracted 60 total applicants for the session, not including 2 spouses of participants who attended the Facilities Tour on April 17: • 39 participants (who attended >_3 classes) • 5 people who attended 1 or 2 classes • 8 applicants who did not attend any classes • 8 applicants who dropped out due to conflicts in their schedule Participants Coming from a variety of backgrounds, the 39 participants were intelligent and inquisitive. They were excited to learn about Central San and passionate about the environment. They love their community and wanted to be more involved, especially with regard to water conservation and sustainability issues. This session was more so a "family affair" than previous sessions; among the attendees were 3 sets of spouses, one mother and son, two pairs of coworkers, and one pair of friends. Interestingly, while there were 9 engineers in the Class of 2017, this year, there were only 2 engineers in the group (both environmental engineers), as well as 2 chemists. Other participants included the following: • A student in the Bay Area Consortium for Water/Wastewater Education (BACWWE) program • Two CivicSpark Water Action Fellows working at the Alameda County Water District on water conservation program outreach and implementation July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 16 of 36 Page 3 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 2of9 o One was once a research assistant for a water conservation project and volunteered with the Environmental Justice Coalition for Water o The other one interned with the Coastal Watershed Council on water quality monitoring. She credited a tour of the Central San treatment plant through Diablo Valley College as the moment her love for all things water began to bloom. • A Vice President of Forward Planning and a Forward Planner at an international real estate development firm • A K-12 substitute teacher • A bicycle enthusiast from Rossmoor who cycles with clubs locally and volunteers actively with MedShare • A retired Contra Costa Library staff member who now serves on the Friends of the Walnut Creek Library Board and as a volunteer docent for the Mount Diablo Interpretive Association • A Director at West County Wastewater • A graduate of City of Concord's Community Institute, which is a similar program to Central San Academy • A member of Save Mount Diablo • A veteran who recently left the Coast Guard • A Master Gardener • A husband and wife who are active in their church. As in years past, there were more working professionals than retirees and more participants with a private sector background than a public sector background. This year, working professionals constituted 72%, or 28 participants, versus 28%, or 11 retiree participants, as shown in Figure 1 below. Figure 1 — Participants'Professional Backgrounds i private sector i Working L (64%) A Professionals (72%) 1 public sector (36%) • Participants • private sector (82%) 11 Retirees L A (28%) public sector (18%) July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 17 of 36 Page 4 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 3of9 Whether in their current jobs or before they retired, 69%, or 27 participants, came from the private sector, versus 31%, or 12 participants, from the public sector, as shown in Figure 2 below. Figure 2— Private or Public Sector Backgrounds V9 -91IMPI" Private Sector ■Public Sector The participants' primary reasons for wanting to attend the Academy were gleaned from their applications. As shown in Figure 3 below, the majority (38%, or 15 participants) applied out of curiosity or a general interest in Central San's operations. Close behind, at 33%, or 13 participants, were those who cited an interest in environmental issues and expressed active support for their causes. Those classified under "Desire to Be an Advocate" specifically stated in their applications that they wanted to share the information they would learn in the Academy with others. Figure 3— Reason for Attending . , V"J Interest in Environmental Issues Employment Opportunities/ Interest in Wastewater Career ' , ■Interest in Central San's Operations Desire to Be an Advocate July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 18 of 36 Page 5 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 4 of 9 Most of the participants (72%, or 28 participants) live in Central San's defined service area. The rest (28%, or 11 participants) came from as far as Mill Valley and San Jose, as shown in Figure 4 below. Like last year, the most-represented city during this session was Walnut Creek. Figure 4— City of Residence 10 10 Cn 4-1 8 � 6 U L 4 4 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 °t` o��JN�o..�o'�� .K�� °� o .oar•`G`� ° � °�``°�, � oma° `` °4, e �� o, '�� * O� 4b, Q`�•��5� Q� City of Residence ■In Service Area ■Not in Service Area Marketing Highlights In the months leading to Central San Academy, flyers were sent to local chambers of commerce, government offices, community groups, and engineering firms. The JFK University Engaged Service Learning Program also highlighted the program to their students. Additionally, the Academy appeared in the Lamorinda Weekly and Rossmoor News newspapers, and Mt. View Sanitary District posted about the Academy on their social media about once a month. Internally, brochures were displayed in the lobby and Permit Counter and were handed out by Household Hazardous Waste (HHW)/Residential Recycled Water Fill Station staff to potentially interested customers. Communication Services staff also presented during the public comment portion of the City and Town Council meetings in the service area, which yielded one participant. The East Bay Times ran a weekly quarter-page ad from February 18 to March 11, on four consecutive Sundays. This ad purchase included 100,000 digital banner ad impressions on their newspaper websites, which yielded 72 click-throughs. This was the most effective method, demonstrated in Figure 5 on the following page, drawing 14 participants. While the Pipeline was the most effective marketing tool last year, the mailing of the Spring 2018 Pipeline and the application period for the Academy did not coincide such that it could be used to promote the Spring 2018 session. July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 19 of 36 Page 6 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 5of9 Figure 5— Source of Referral 1 14 12 Cn c� 10 g 7 c� 6 4 4 3 3 2 1 1 1 1 a . o 5P oar ��o �� o �P •� 5� .�d' o 11(_ o° c�`a� o� �� o rp aG o0 � O P� o� �o opo Source of Referral Feedback from the Participants Central San Academy was partially founded to create a closed feedback loop with Central San's customer base. Through their discussions, the participants indicated that they were most interested in the complexities of running and expanding the recycled water program, the wastewater cleaning process, and new technologies. They were particularly attentive toward pollutants, "flushable" wipes, and how they as private citizens could help control what goes down their drains. They were also impressed by Central San's organization-wide commitment to innovation and multi-agency partnership opportunities such as the Recycled Water Exchange and the HYPOWERS projects. Participants were surprised to discover the significant costs of maintaining infrastructure, the resourceful ways Central San sends ash to Scott's and produces its own energy, and the implications of impending regulatory requirements. During a group activity where they were asked to make budgeting decisions based on a series of changing circumstances, they expressed an understanding for the difficult financial decisions the Board and staff have to make. On the next page is a sampling of the comments from emails and surveys, which the participants filled out after every class. The common theme was appreciation: for staff's enthusiasm; the amount they learned; and Central San's transparency, hospitality, and impressiveness as an agency. July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 20 of 36 Page 7 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 6of9 On Central San Academy: • I really appreciate all of the effort everyone at Central San puts into educating the public. This class is the best of all of what you do to share your work with the public. • Keep on doing outreach and educating the public about what the District does in order to increase understanding. • You all are doing a fantastic job! Thank you for all the time and effort in putting on this event. • I was very impressed that Roger Bailey actually gave the presentation [on Central San and wastewater]. It was excellent. • I enjoyed the amount of passion the staff seems to have. I think it's awesome that the staff is involved with pilots, new projects, and improvements that benefit all. • Central San provided professionals to elaborate about treatment. [This] far exceeded anything I had in mind. • I thought everyone conveyed the information so well; so much information was presented in a very interesting and easy-to-understand manner. Great job! • The most interesting concept I took away from this class is how much Central San lets the public get involved. • You did a fantastic job!! It was time well spent!! On Central San: • You folks have always impressed me with your innovation and customer service (especially in Permits). • I was impressed with how well Central San meets or exceeds its goals and provides excellent service based on the awards it has won and customer satisfaction. • You folks would have to acquire superpowers to be any better! On the Hydro and Rodding Truck Show and Tell: • The Hydro and Rodding Crews [Maintenance Crew Member IIs Anthony Harbaugh and Scott Swan] were interesting. Everyday heroes at work. My hats off to those gentlemen. • I really enjoyed the "truck show." O Your crew did a great job sharing their work details. Those guys do a great job out in the community every day. • The two field trucks are so much bigger than I thought they would be. It's amazing that they are able to maneuver the tiny streets in Orinda. On the Facilities Tour: • This is a class "A" facility. I wish my company I retired from had a tour as well thought of as this one was. • The complexities of the process, the dedication and professionalism of the workers [were all interesting]. I appreciate the transparency in opening the facility for public tours and engagement. • [I found it interesting] how massive, clean and well-run [the facility] was [and] how great the staff is. Very knowledge and personable. • The young man who led the HHW tour [Senior HHW Technician Matthew Thomas] was fabulous! He should be included in any public video you produce. July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 21 of 36 Page 8 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 7of9 • The Lab and Machine Shop are impressive capacities to have on site! Just two of the many efficiencies you have integrated into your infrastructure. Areas of Success As in years past, staff and the Board were welcoming to participants, which no doubt correlated with how engaged they were. The presenters, from all walks of life at Central San, gave informative talks and had interesting discussions with the participants based on their thoughtful questions. The most lauded parts of the Academy were the budgeting group activity, lab demo, hydro and rodding trucks, and facilities tour. The Academy also demonstrated its ability to create behavioral change; at least one participant is getting an overflow protection device, and several said that they would be utilizing the HHW Collection Facility or Reuse Room in the future. Areas of Potential Improvement Time management continued to be a perennial challenge with this year's session. Due to traffic, participants often trickled in past the 6:00 p.m. start time, which sometimes created the need to start the program later than planned, which caused the final presenter to rush through his/her presentation. While it is a challenge to anticipate how long a presentation and questions may take, it may be worth shuffling the curriculum on the more time-consuming days to create more latitude. The amount of time allotted for the facilities tour was expanded this year; however, the size of each tour group (about 17 people) proved somewhat unwieldy. Typically, staff restricts the tour size to 15 people maximum but ideally 10-12. By splitting the tour over multiple days and times, the group size would decrease and more scheduling flexibility would be created for the participants. The curriculum currently has one interactive activity during each session; however, if there is an opportunity to encourage more networking, this would further help build community and camaraderie among the group. Some participants requested homework to supplement their education, which was assigned to them via e-mail after the first week. In the future, a webportal of some kind could be useful to post handouts and links to suggested reading and YouTube videos. Impact of the Academy Though difficult to quantify, Central San Academy has a radiating effect on the community. Many of the participants perform volunteer work, are active with community groups, are involved with local government agencies, or work in a business that is related to Central San's operations. In their surveys, participants indicated how they will be utilizing the information they learned: • Be a better informed customer and community advocate July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 22 of 36 Page 9 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 8of9 • Give a brief talk on the basics of recycling wastewater into usable water at the numerous organizations where I belong • Smile after every flush, knowing the water is well taken care of • [This class] made me very aware about what I let go down my drain at home • Be able to give factual information to my friends in discussions and make better informed decisions • Better understand what goes into determining the costs I pay • Use information to guide decisions on voting • Inform friends and other family members to take the class because you provide so much information on what you do here • 1 have already taken this to work with me • Improve training my building services crews with respect to "respecting the drain" [likely from the participant from Pleasant Hill Recreation and Park District] • Share what I have learned with friends, family, neighbors, City Council, and anyone who will listen [this is derived from multiple comments]. Central San now has 98 Academy alumni who can serve as volunteers at future events, external ambassadors, and an ad hoc focus group. An alumni association Facebook page is live, where alumni can stay connected, share ideas with each other, and keep apprised of Central San events. Additionally, alumni newsletters are published twice a year. Central San Academy helps execute the Goals of the Strategic Plan. Being one of the few if not the first of its kind in this area, the award-winning Academy helps Central San maintain a strong reputation in the community. Central San also provides exceptional and unique customer service by soliciting feedback from the Academy's participants. Their contributions help Central San better understand and meet the needs of its customers. Costs The total cost of Central San Academy's 2018 session is estimated at $14,860.80, including class materials and staff time. To save on expenses, the printing of hard copies and staff attendance requiring overtime were limited, and supplies purchased in previous years were reused. It is important to note that the majority of the presenters were salaried managers and directors who did not receive overtime pay for their extended workday. Despite the efforts to continue to cut costs, the addition of an East Bay Times advertisement created a 14% increase in the cost per participant from the 2017 session. Still, the figures in the following chart demonstrate that the cost to continue to run the program is significantly lower than the cost to establish it in 2016. July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 23 of 36 Page 10 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 9of9 Program Year Participants Cost per % Change in Cost per Participant Participant vs. Previous Year 2016 (Inaugural 23 $11513.41 n/a Session) 2017 36 $334.53 -78% 2018 39 $381.05 +14% Next Steps Should the Board elect to continue this program, Central San Academy can build upon the foundation created during the first three years. Next year's goals will be to replicate the successes, address the areas for improvement, and continue to run the program in a cost-effective manner. There are currently 34 people who could potentially be interested in a future session: • 13 people have asked to be put on a mailing list for the next session • 16 Spring 2018 applicants were unable to attend the classes • 5 people attended 1 or 2 of the Spring 2018 classes and expressed the hope to attend the full series in the future. Staff is seeking input from the Administration Committee on whether to continue the program in 2019, after which the matter will be brought to the full Board. July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 24 of 36 06/08/18 R41 SAN AC;"13�� , RECAP OF CENTRAL SAN ACADEMY SPRING 2018 SESSION -�- }, Administration Committee Meeting i July 10, 2018 Christina Gee, Management Analyst APPLICANTS • participants L Mood attended>_3 classes applicants _ • attended 1 or 2 classes • applicants - .v A� f did not attend any classes applicants dropped out due to conflicts in their schedule Total of 60 applicants b—wn ., - d b6i July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 25 of 36 1 06/08/18 PARTICIPANTS' BACKGROUND 8 private 28 Working' L sector .4% 1 public Participants39 L sector(36% • private 11 Retirees L sector(82% L (28%) 1<r- 2 public sector Private Sector ■Public Sector �-7,=9 L CENTRALSAN REASONS FOR ATTENDING ■Interest in Environmental Issues Employment Opportunities/Interest in Wastewater Career ■Interest in Central San's Operations Desire to Be an Advocate CENTRALSAN S July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 26 of 36 2 06/08/18 CITY OF RESIDENCE 12 10 10 8 7 c ca Q 6 U_ co d 4 4 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 0 -�\\\o \�°l �a�a \�aa ��O °� �o�� mor In Service Area Not in Service Area MNot in Service Are 72%or 28 participants 28%or 11 participants -'1 ADVERTISING THE ACADEMY Flyers Source of Referral • Chambers of Commerce 16 14 • Government Offices 14 • Community Groups 12 10 • Engineering Firms 8 7 Press Release 6 • Lamorinda Weekly 4 4 4 3 3 • Rossmoor News 2 1 1 1 1 Brochures at Central San o 0 0 0 0 Z, Z" 5P °ter o��.•,Q� Q�� P � �o� o�� aQ JFK University Qo � Pipeline 41e ti��,��° °�° ��.� G°��°,�� a '� o East Bay Times .��0 ��a � G°��G°`a a� 0 A G� �a CENTRALSAN July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 27 of 36 3 06/08/18 PARTICIPANT FEEDBACK • Most Engaging Topics • Recycled Water Program • Wastewater cleaning process • Environmental protection • New technologies and innovations • Recycled Water Exchange ; • HYPOWERS - • Most Surprising Topics -, • Cost of maintaining infrastructure • Resourcefulness of Central San • Implications of regulatory requirements CENTRALSAN AREAS OF GREATEST SUCCESS • Hospitality .W • Friendly staff and Board V] I • Welcoming,transparent atmosphere 1, �� q4�w• Curriculum �� -- • Budgeting group activity • Lab demo - A _ • Hydro and rodding trucks -' • Facilities tour • Presenters • Prepared, knowledgeable,enthusiastic • From various levels of the organization �+• ate,. As CENTRAL SAN t July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 28 of 36 4 06/08/18 AREAS OF POTENTIAL IMPROVEMENT Time managementd ' .:•Size of tourgroups •More networking k-, opportunities and group activities 46 `* Webportal *Assign homework • Post materials CENTRALSAN GROWTH OF ACADEMY ALUMNI • Steady increase in participation (2336 b39) 'till b ` / • 98 total alumni • Greater awareness of services to the community 1 KW • Helping to support Central San's practices 2017 • Volunteers for Central San events and ,, educational programs _ • Ad hoc focus group ` 2015 i ► f' J CENTRALSAN July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 29 of 36 5 06/08/18 THE ACADEMY's REACH Alameda County WaterDistrict l f, y stip International I Estate Development Classes CountyWest I Mountve L Cycling clubs -• I e Diablo Friendsof - Walnut CreekLibrary Pleasant Hill Recreation I • Park District fig= s IMPACT OF THE ACADEMY • Continued transparency • Maintaining reputation in the T. community (Strategic Plan Goal) • Leadership in the industry (2016 T California Special Districts Award) • Inspiring behavioral change • Household Hazardous Waste '- ' .s Collection Facility and Reuse Room jy..i X•. }. • Overflow Protection Devices • Awareness of what should go down _ the drain or toilet • • Exceptional customer service Direct dialogue with customer base e Feedback helps Central San better understand and meet the needs of its customers ff CENTRALSAN July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 30 of 36 6 • �i i EstimatedCOSTS • costs by Program Year Participants Cost er Participant r� r �- 201623 $1,513.41w �• i'- - (Inaugural 201736 $334.53 ; f 39 $381.05 • 2018 Cost-saving - • Limited• Limited staff attendance requiring overtime • hard copies • Unit cost decreases as program grows 771 ALa zi ti. iL. 61 F r; _ - CENTRAL SAS! reciate all of reaIII app one at T-Ks�s a cuss"�4" the effort every s into fac��Ltt�.t w�sk vu.� YOaf Central San put This 0DVV+awU t ret"red h u folks�'°uld educating the public-l of from.had a tour as ave to acquire is the best of al Your we��thou '►�t o as superp°mer class9 f s to at you do to Share yo this o was. be an.Ybetter! wh public. v�,e V4 o rk with the p IT smile after every flush, knowing the water is we[[ The complexities of the process,the taken care of dedication and professionalism of the workers[were all interesting].I appreciate the transparency in opening the facility for public tours and engagement. CENTRAL SAN 06/08/18 THANK YOU General Manager Roger S. Bailey eThe Executive Team eAll of the presenters The Board of Directors FUTURE SESSION • Input requested • Waitlist assembled - 13 potential applicants on the mailing list 16 people unable to attend any 2018 classes 5 people who attended 1 to 2 classes " • Goals • Re plicate successes -� p Irr-. • Address areas for improvement • Continue cost-effective operation '+ CENTRALSAN July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 32 of 36 8 06/08/18 QUESTIONS? r loft f� ,a aFP V-= L R ALSAN July 10, 2018 Regular ADMIN Committee Meeting Agenda Packet- Page 33 of 36 9