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Home My WebLink About11.c. Recap of Central San Academy Spring 2018 Session Page 1 of 19 Item I1.c. CENTRALSAN CENTRAL CONTRA COSTA SANITARY DISTRICT July 19, 2018 TO: HONORABLE BOARD OF DIRECTORS FROM: CHRISTINA GEE, MANAGEMENT ANALYST REVIEWED BY: ROGER S. BAILEY, GENERAL MANAGER ANN SASAKI, DEPUTY GENERAL MANAGER EMILYBARNETT, COMMUNICATION AND INTERGOVERNMENTAL RELATIONS 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 - Build external customer relationships and awareness ATTACHMENTS: 1. Memo recapping Spring 2018 session 2. PowerPoint Presentation July 19, 2018 Regular Board Meeting Agenda Packet- Page 73 of 111 Page 2 of 19 I CENTRAL CONTRA COSTA SANITARY DISTRICT July 19, 2018 TO: HONORABLE BOARD OF DIRECTORS VIA: ROGER S. BAILEY, GENERAL MANAGER ANN SASAKI, DEPUTY GENERAL MANAGER EMILY BARNETT, COMMUNICATION & INTERGOVERNMENTAL RELATIONS 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 July 19, 2018 Regular Board Meeting Agenda Packet- Page 74 of 111 Page 3 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 2 of 9 • Two CivicSpark Water Action Fellows working at the Alameda County Water District on water conservation program outreach and implementation 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 8 private sector Working28 Professionals L < � . . . . . • Participants 11 Retirees (82%) . , \ 2 public sector July 19, 2018 Regular Board Meeting Agenda Packet- Page 75 of 111 Page 4 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 3 of 9 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 F0000-- —",qql 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 ■Interest in Environmental Issues ■Employment Opportunities/ Interest in Wastewater Career EM ■Interest in Central San's Operations Desire to Be an Advocate Em July 19, 2018 Regular Board Meeting Agenda Packet- Page 76 of 111 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, which includes one Rossmoor participant. It is unclear why Walnut Creek's participation has been consistently stronger than other cities', as there was no one clear advertisement method that worked. Five heard about the program through the East Bay Times advertisement, two were referred by Central San Academy alumni, and the other three were referred respectively by word of mouth, the Pipeline, and a Facebook ad. Figure 4 — City of Residence 12 10 10 u) 8 7 Q 6 U 4 4 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 0 1 1 I oo�Gpa oa aca \.zA\oA Qmoo� �toyo� 0 ° Jo Qe � � � p � ac � 5 be 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 July 19, 2018 Regular Board Meeting Agenda Packet- Page 77 of 111 Page 6 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 5 of 9 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. This was the first year a social media ad buy was used for the Academy. Targeted ads were purchased through Facebook and Twitter, which brought in 3 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. Figure 5— Source of Referral 16 14 14 12 U) 10 M Q- g 7 I 6 4 4 4 3 3 2 1 1 0 oSPa oJr o\\�e .Q �\�� co pyo e�\�� aQe� a�\� o�ao�` Q�Q �Qao oGrJ�z� oo Qo � o � X 00 o�Go a� PJB �,°A eta 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 July 19, 2018 Regular Board Meeting Agenda Packet- Page 78 of 111 Page 7 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 6of9 changing circumstances, they expressed an understanding for the difficult financial decisions the Board and staff have to make. The following 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. On Central San Academy: • 1 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. • 1 was very impressed that Roger Bailey actually gave the presentation [on Central San and wastewater]. It was excellent. • 1 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. • 1 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). • 1 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. • 1 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. July 19, 2018 Regular Board Meeting Agenda Packet- Page 79 of 111 Page 8 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 7 of 9 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. • 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. July 19, 2018 Regular Board Meeting Agenda Packet- Page 80 of 111 Page 9 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 8 of 9 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 • 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 July 19, 2018 Regular Board Meeting Agenda Packet- Page 81 of 111 Page 10 of 19 Central Contra Costa Sanitary District Recap of Central San Academy Spring 2018 Session Page 9 of 9 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. Program Year Participants Cost per % Change in Cost per Participant Participant vs. Previous Year 2016 (Inaugural 23 $1 ,513.41 n/a Session) 2017 36 $334.53 -78% 2018 39 $381.05 +14% Committee Review The Administration Committee received this recap at its July 10, 2018 meeting. Next Steps In accordance with a consensus of the Board on August 3, 2017, staff is providing this annual update to the Board and will continue the Academy until further notice. Due to upcoming construction work in the Multipurpose Room, Central San Academy's next session will likely be held in fall 2019. It will build upon the foundation created during the first three years, with the goals 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. July 19, 2018 Regular Board Meeting Agenda Packet- Page 82 of 111 Page 11 of 19 07/10/18 RECAP OF CENTRAL SAN ACADEMY SPRING 2018 SESSION -._. Board of Directors Meeting - . July 19, 2018 Christina Gee, Management Analyst jLqvidgIMP M2,111111 APPLICANTS — 39 participants • attended>_3 classes Y . applicants • attended 1 or 2 classes i. ILI + : applicants � • did not attend any classes F : applicants — � dropped out due to conflicts in their schedule CENTRALSANJTotal of 60 applicants �l 1 July 19, 2018 Regular Board Meeting Agenda Packet- Page 83 of 111 Page 12 of 19 07/10/18 PARTICIPANTS' BACKGROUND ■Private Sector ■Public Sector 3 I 94-RUFTINUT.M. REASONS FOR ATTENDING M ■Interest in Environmental Issues ■Employment Opportunities/Interest in Wastewater Career ■Interest in Central San's Operations Desire to Be an Advocate 4 I 2 July 19, 2018 Regular Board Meeting Agenda Packet- Page 84 of 111 Page 13 of 19 07/10/18 CITY OF RESIDENCE 12 10 10 8 42 n 6 r a a a 11 J22 z Pc�cc' • F�°a��aca °9,t�•1,9�1 Qco`•Q��0�cQ9,p�bac o� •In Service Area Not in Service Area Not in Service Area 72%or 28 participants 28%or 11 participants ` 5 ADVERTISING THE ACADEMY • Flyers Source of Referral • Chambers of Commerce 1s 14 • Government Offices 14 • Community Groups 12 1 10 • Engineering Firms v 8 7 • Press Release a 6 • Lamorinda Weekly 4 4 4 3 3 • Rossmoor News 2 • Social Media Ad Buy 0 - K—AL 0 1 • Brochures at Central San �aSP�1°J�QQa�cuQace\��QoS�PG �aoa�aa`c�SQaQa � ca° Qa u J • JFK University y�Q>a S�° y0^� 0�° oapo • Pipeline GGocooccaa • East Bay Times a�a``a\��Po Geo a�co �l 3 July 19, 2018 Regular Board Meeting Agenda Packet- Page 85 of 111 Page 14 of 19 07/10/18 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 4 dill. '4 - - 1--- 7 AREAS OF GREATEST SUCCESS • Hospitality • Friendly staff and Board • Welcoming, transparent atmosphere • Curriculum f" • Budgeting group activity • Lab demo • Hydro and rodding trucks • Facilities tour • Presenters • Prepared, knowledgeable, enthusiastic • From various levels of the organization AN 8 1 4 July 19, 2018 Regular Board Meeting Agenda Packet- Page 86 of 111 Page 15 of 19 07/10/18 AREAS OF POTENTIAL IMPROVEMENT -Time management •Size of tour groups • More networking '. opportunities and group activities ° •Webportal •Assign homework • Post materials " . a 9 GROWTH OF ACADEMY ALUMNI • Steady increase in participation � (23-s-36-s-39) 26116 • 98 total alumni . • Greater awareness of services to the �. community • Helping to support Central San's practices ` • Volunteers for Central San events and educational programs • Ad hoc focus group 2UT�8ire CENTRALSAN � - r 1 5 July 19, 2018 Regular Board Meeting Agenda Packet- Page 87 of 111 Page 16 of 19 07/10/18 THE ACADEMY'S REACH InternationalAlameda County Water District - m« EstateDevelopment LibraryK-12 Classes West County Wastewater District Cycling clubs Friends of the Walnut Creek and Park District 11 IMPACT OF THE ACADEMY • Continued transparency • Maintaining reputation in the community (Strategic Plan Goal) • Leadership in the industry (2016 California Special Districts Award) • Inspiring behavioral change F • Household Hazardous Waste Collection Facility and Reuse Room • Overflow Protection Devices • Awareness of what should go down the drain or toilet • Exceptional customer service • Direct dialogue with customer base • Feedback helps Central San better understand and meet the needs of its customers �z L CENTRALSAN 6 July 19, 2018 Regular Board Meeting Agenda Packet- Page 88 of 111 1 1 i COSTS Estimated• costs by Program Year Participants Cost per Participant _ - :�-- 201623 $1,513.41 �._ (Inaugural Session) �' i+� ' ` 36 $334.53 N 2017 tr a 201839 $381.05r1 • Cost-saving efforts Limited• staff attendance '• • overtime • Limited hard copies • Unit cost decreases as program grows l ,1 tairs f CENTRALSAN ciate all of I really appre one at ThCs is a class'A' the effort events into fac �.I wish w�. YOU Central San p u folks Would ublic.Th's eovupawU I retCred h educating thee t of all of from had a tour as Save to acquire class is the bto share y weU.thought of as be to Your What Y011 do ublic. this owe was. any setter! Work with the p I'll smile after every flush, knowing the water is well The complexities of the process,the taken care of dedication and professionalism of the workers[were all interesting].1 appreciate the transparency in opening the facility for public tours and engagement. . S CENTRALSAN Page 18 of 19 07/10/18 FUTURE SESSION • Potential dates in fall 2019 • 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 • Replicate successes • Address areas for improvement • Continue cost-effective operation 0;0 � .. N 16 I THANK YOU General Manager Roger S. Bailey -The Executive Team -All of the presenters -The Board of Directors U A =� 15 8 July 19, 2018 Regular Board Meeting Agenda Packet- Page 90 of 111 Page 19 of 19 07/10/18 QUESTIONS? x 'IiQ i 17 11 k- h,�L 9 July 19, 2018 Regular Board Meeting Agenda Packet- Page 91 of 111