Proactive Distribution for Meter Replacement Projects in Rural Communities
Case Example from Truepani on Filter Distribution in Coalton, WV
Project Overview
The Town of Coalton, with a population of 184, is updating its water treatment plant and replacing potable water lines. Knowing this work will disturb drinking water service lines, filters are being distributed to residents in case lead levels temporarily increase as a result of this disturbance.
The program was initiated through a contract with the West Virginia Department of Health, which issued a Request for Proposals (RFP) for 175 eligible water systems in the state. The RFP encompassed software, technical assistance, communication support, and sampling needs. Truepani has been tasked with filter distribution and public engagement.
As part of the initiative, 106 households in Coalton have each received a pitcher filter, equipped with a six-month cartridge certified to remove lead, to provide access to safe drinking water. Residents can also request additional cartridges as needed to maintain continuous coverage.
Project Timeline
The project is set to run from November 2023 to September 30, 2025, with the possibility of renewal.
Best Practices
Be Proactive
A key lesson from this project is the importance of proactive planning to manage both planned and unplanned disturbances. While planned disruptions can be anticipated, unplanned events often catch utilities off guard. Under LCRI guidelines, significant disturbances require timely communication and the creation of a plan to make filters available to residents, but responding effectively without preparation is challenging. Many utilities are now adopting proactive strategies, such as keeping a supply of filters and pre-drafting communication plans, to minimize delays and confusion. The takeaway: proactive planning and maintaining essential supplies are crucial for handling the unexpected and ensuring uninterrupted service.
Think Outside the Box
Rural communities often require innovative and flexible delivery solutions tailored to their specific needs. In Coalton, many residents lacked traditional street addresses and relied on PO boxes, which limited direct deliveries. Recognizing this, the team adopted a creative approach. Instead of allowing logistical hurdles to stall progress, they collaborated with Mayor Jim Rossi to send filter pitchers directly to his home, establishing a central distribution point where residents could collect supplies as needed. This unique delivery mechanism underscored a crucial insight for utilities serving small, rural communities: standard delivery methods often fall short, requiring innovative approaches--and a dedication to public service--to ensure residents receive the resources they need.
Identify Unique Communication Needs
During the project, there were significant challenges communicating with residents in the rural area, where limited broadband access and a large population of older residents compounded the difficulties. According to the Federal Communications Commission, 22.3 percent of Americans in rural areas lack coverage from fixed terrestrial 25/3 Mbps broadband, as compared to only 1.5 percent of Americans in urban areas. Additionally, the older average age in many rural communities, where residents may be less familiar with modern technology, further complicates efforts to connect. To adapt, the team thought of creative approaches tailored to small communities.
Transparency is Key
Truepani employed innovative communication strategies to notify residents about the town’s project and ensure community participation, such as placing stickers with the town’s logo on filter boxes and including informative flyers about the project and its benefits. This outreach was designed to educate residents on the significance of the water infrastructure improvements and the implications of water main disturbances. The flyers also emphasized the "free" aspect of the filters to alleviate any concerns about costs.