Water Department Impacted Services Updatehttps://www.phoenix.gov/newsroom/water-services/1070Water Services3/19/2020 10:00:00 PMhttps://www.phoenix.gov/newssite/Lists/NewsArticle/Attachments/1070/Newsroom_Virus_Impacts.pngWater Department Impacted Services Update<div class="ExternalClass910B6D5624FB4B32A34420EC686B093A"><html> <a target="_blank" href="/newsroom/em-and-hs/1054">​<strong>See all City of Phoenix Impacted Services</strong> </a> <br> <span id="ms-rterangepaste-start"></span><em style="font-size:13.3333px;">Use Translate button to read in another language</em>​ <span id="ms-rterangepaste-end"></span><br> <strong style="font-family:Calibri;"> <br>What services is the Water Services Department providing by appointment only?<br>​<br></strong><strong style="font-family:Calibri;">Infrastructure Record Services - 8th Floor</strong><p><span style="font-family:Calibri;">Email <a target="_blank">IRSPUBLICCOUNTER.WSD@PHOENIX.GOV</a> or call <span style="background:white;color:black;">602-495-5601<br></span><strong>Assets and Development Planning – 8th Floor<br></strong></span><span style="font-family:Calibri;"><strong>Procurement and Bid Drop-Off Services - 9th Floor<br></strong></span><span style="font-family:Calibri;">For questions related to solicitations or procurement activities, please visit <a href="https://solicitations.phoenix.gov/" target="_blank">https://solicitations.phoenix.gov/</a><strong><br></strong></span></p><strong><br>What are my options to pay my bill?</strong> <br> <ul dir="" style=""> <li>City Services Pay Stations remain open for business</li> <li>Visit your local Chase Bank to pay in person</li> <li>Pay Online 24/7/365 at Phoenix.gov/PayOnline</li> <li>Pay Using the Telephone Messaging System 24/7/365 call (602) 262-6251 and follow the prompts<br></li> <li>Call Phoenix Customer Services Monday – Friday 8 a.m. to 5 p.m. at (602) 262-6251<br></li> </ul> <p> <strong>Is Phoenix's drinking water safe?</strong><br> Yes. The City of Phoenix disinfects drinking water prior to delivery to customers. We utilize multiple steps in our treatment process that physically remove and chemically inactivate viruses and bacteria, including the virus that causes COVID-19. According to the EPA, COVID-19 is a type of virus that is particularly susceptible to drinking water treatment processes. The city continuously monitors and test our water throughout the treatment process and distribution system to ensure its quality and safety.  </p> <p> <strong>Do I need to purchase bottled water?</strong><br> No. Phoenix Water Services will continue to deliver safe drinking water to your tap 24/7/365. </p> <p> <strong>Can the COVID-19 virus spread through sewerage systems? </strong><br> Th e World Health Organization has indicated that “there is no evidence to date that COVID-19 virus has been transmitted via sewerage systems, with or without wastewater treatment." </p><p> <a target="_blank" href="/newsroom/em-and-hs/1054"> See all City of Phoenix Impacted Services </a> </p> </html></div>https://www.phoenix.gov/waterservicesNewswater-servicesWater Dept
City of Phoenix Selects Troy Hayes as New Director of Phoenix Water Serviceshttps://www.phoenix.gov/newsroom/water-services/1841Water Services3/31/2021 12:00:00 AMhttps://www.phoenix.gov/newssite/Lists/NewsArticle/Attachments/1841/Newsroom_Water_049.jpgCity of Phoenix Selects Troy Hayes as New Director of Phoenix Water Services<div class="ExternalClassE903347DAF174E43A06E71CBAC3306D6"><html> <p>​​<br></p> <span id="ms-rterangepaste-start"></span> <div>Phoenix City Manager Ed Zuercher announced Troy Hayes, P.E. as the new Director for the city of Phoenix Water Services Department, effective April 5, 2021. <br></div><div><br></div> <div>Hayes has been with the city of Phoenix for over 20 years, serving in a broad range of roles and responsibilities. These include water treatment program manager, water quality manager, deputy water services director, and most recently, as assistant water services director since 2014. Before joining the city, he worked in the private sector for six years. Hayes’ career demonstrates an in-depth knowledge of the city's water and wastewater utilities' operations and capital programs. <span id="ms-rterangepaste-start"></span><strong style="font-size:12px;"><span style="font-family:"trebuchet ms", sans-serif;color:rgb(51, 51, 51);"><a target="_blank" href="https://action.phoenix.gov/c1.pl?a0d4f34a5f0ed4e8aada43c8907e1a6fbb24cdde32676ad480fef9b0f31846c8"><span style="color:rgb(41, 128, 185);font-size:12px;">Download a photo of Troy Hayes.</span></a></span></strong><span style="font-size:12px;">​</span><span id="ms-rterangepaste-end"></span><br></div><div><br></div> <div>Phoenix Water Services provides more than 1.7 million customers with drinking water and more than 2.9 million people in the metro Phoenix area with wastewater collection and treatment services. </div><div><br></div> <div>"Troy's leadership experience combined with his dedication to water reflects our core values of serving customers, employees and communities while protecting public health and providing one of our most valuable resources," said Zuercher.</div><div><br></div> <div>Hayes has led the city’s award-winning Water Division to recognitions such as AZ Water Association's Large System of the Year for the Phoenix Distribution system in 2020 and 2021 and Water System Project of the Year for the Highline Booster Pump Station project, to name a few. </div><div><br></div> <div>"Providing the essential service of safe, clean and reliable water service to our residents, business owners, and communities is vital," said Vice Mayor Thelda Williams, chair, Transportation, Infrastructure and Innovation Subcommittee.</div><div><br></div> <div>"Troy has the experience and leadership skills necessary to lead Phoenix through its critical water needs."</div><div><br></div> <div>"I'm grateful for the opportunity to lead the department of over 1,400 employees who never stop working hard to provide our essential lifeline--water," said Hayes.<br></div><div><br></div> <div>"I grew up in Phoenix and have spent my entire life dedicated to water. It's an honor to continue the great work of this department as Director." <br></div><div><br></div> <div>Hayes is a second-generation Phoenix Water Services employee and loved spending time with his late father at the water treatment plants when he was a boy. Hayes is a registered engineer in Arizona and holds a Bachelor of Science degree in chemical engineering from the University of Arizona and a Master of Business Administration degree from the University of Phoenix.<br><br></div> <div><strong>Media Contact:</strong> <br></div> <div>Athena Sanchez</div> <div>Public Information Officer, Phoenix Water </div> <div>Cell: 602-621-0507</div> <div>Email: athena.sanchez@phoenix.gov</div> <div> <br>​<br></div> <span id="ms-rterangepaste-end"></span> <p> <br> </p> </html></div>https://www.phoenix.gov/waterservicesNewswater-servicesWater Dept
Phoenix Water to Host Conservation Workshops Virtually https://www.phoenix.gov/newsroom/water-services/1804Water Services3/13/2021 12:00:00 AMhttps://www.phoenix.gov/newssite/Lists/NewsArticle/Attachments/1804/newsroom_water_043.jpgPhoenix Water to Host Conservation Workshops Virtually <div class="ExternalClassD0412C5576F14E11A90A91002D3590C8"><html> <p>​The Phoenix Water Services Department will host free and informative virtual workshops to educate residents about how to be water smart at home. The workshops are hosted by Phoenix Public Library and covers a wide range of water topics.<br></p> <p>“Our workshops have always been a critical part of educating Phoenicians about the value of water. Having the opportunity to host them virtually in partnership with the Phoenix Public Libraries is exciting," says Phoenix Water Services Interim Director Eric Froberg.</p> <p>March 15 through 21, 2021 is the Environmental Protection Agency's (EPA) annual Fix a Leak Week! The week brings awareness to how much valuable water is wasted each year due to leaks inside and outside the home. </p> <p> <strong>Find and Fix Leaks:</strong> Learn how to find and fix leaks that are draining on the budget. </p> <ul> <li>Thursday, March 18 at 1 p.m. </li> </ul> <p>April is Water Awareness Month dedicated to encouraging Arizonans to be conscious of every precious drop. Without water, there is no life. </p> <p> <strong>Water 101:</strong> Learn more about where your water comes from, how water gets to us, how we use water, where it goes to and how Phoenix is planning for the future.</p> <ul> <li>Thursday, April 8 at noon </li> </ul> <p>Register online by visiting: <a target="_blank" href="https://www.phoenixpubliclibrary.org/locations">phoenixpubliclibrary.org</a></p> <p>In addition to the virtual workshops, all the water services landscape resources and water conservation tips are available at <a target="_blank" href="/waterservices/watercloud">phoenix.gov/watercloud</a>. </p> <p> <strong> </strong> </p> <p> <strong>Media Contact:</strong> <strong>  </strong> </p> <p>Athena Sanchez</p> <p>Public Information Officer, Phoenix Water</p> <p>Cell: 602-621-0507</p> <p>Email: <a target="_blank" href="mailto:athena.sanchez@phoenix.gov">athena.sanchez@phoenix.gov</a><br></p><br></html></div>https://www.phoenix.gov/waterservicesNewswater-servicesWater Dept
City of Phoenix Water Services Department Proposed Water Rate Increasehttps://www.phoenix.gov/newsroom/water-services/1717Water Services2/11/2021 4:00:00 PMhttps://www.phoenix.gov/newssite/Lists/NewsArticle/Attachments/1717/Newsroom_Water_049.jpgCity of Phoenix Water Services Department Proposed Water Rate Increase<div class="ExternalClass794F872885B449FB87F0E15DF1656D51"><html> <p>​The City of Phoenix Water Services Department is proposing a 6.5% water rate increase spread out over a two-year period. <br></p> <p>City of Phoenix Water Services staff will host several virtual public meetings. To register for a virtual public meeting, visit <a target="_blank" href="/waterservices/customerservices/rateinfo">phoenix.gov/waterrates</a>. All meetings will include the same information. Here are the dates and times:<br></p> <ul> <li>January 27 at 6 p.m. </li> <li>February 4 at noon </li> <li>February 11 at 3 p.m. </li> <li>February 18 at 6 p.m. Spanish  </li> <ul> <li>*Information will be provided in Spanish only</li> </ul> </ul> <p>During the meetings, staff will gather public comments and provide information on the city's rate-setting process, including how the department will use these additional funds. </p> <p>Community members are encouraged to fill out a brief survey regarding water rates. Survey links listed below. <br></p><p>English: <span style="font-size:13.3333px;">https://www.surveymonkey.com/r/DYKRMWB</span><br></p><p>Spanish: <span style="font-size:13.3333px;">https://www.surveymonkey.com/r/HXZMXH6</span><br></p><p>The proposed rate increase for the average single-family residential customer will be approximately $2.40 a month, or 8 cents per day. Even with the rate increase, customers will still pay some of the lowest water rates in the nation. Sewer rates will not be impacted.</p> <p>The proposed rate increase would provide funding for the city's Capital Improvement Program. Phoenix will invest 1.7 billion dollars in the program as a result of the proposed water rate increase. These capital improvement projects will continue to protect public health and reduce long-term operational costs, which will improve the overall system efficiency. Rehabilitating and replacing water pipes will ensure reliable delivery of the city's drinking water. The program's investment will also build and maintain utility treatment plants, pumps, reservoirs, and wells that promote economic development and benefit future generations.</p> <p>Infrastructure investment means stronger neighborhoods, economic vitality, jobs within the community, and reduced water-main breaks before they become an issue for residents. Old water pipes installed in the mid-20th century are now reaching the end of their lifecycles. The city installed 4,100 miles of pipes in the 1960s – 1980s. These water pipes will need repairs and replacement in the near future. Seventy-five percent of the city's five-year CIP will be directed toward the advanced renewal of this infrastructure.</p> <p>The city of Phoenix water system includes numerous storage facilities, pump stations, pressure reducing valves, and approximately 7,050 miles of water distribution mains. More than 52,000 fire hydrants are maintained citywide to ensure that water is available in emergency cases.</p> <p>The city of Phoenix Water Services Department employs over 1,450 essential employees who work to provide water and wastewater services to 1.7 million customers within 540 service area miles. Phoenix Water Services is a community-owned utility and accountable to the residents of Phoenix through the members of the Phoenix City Council. </p> <p>These recommendations will be presented to the Phoenix City Council for consideration on Wednesday, March 17, 2021. If approved, the rates will go into effect later this year. </p> <p>If you have a question or comment about the department's rate increase, please email <a target="_blank" href="mailto:watersmart@phoenix.gov">watersmart@phoenix.gov</a>.<br></p> <p> <span id="ms-rterangepaste-start"></span> <strong>Media Contact: </strong> <br> Athena Sanchez<br> Public Information Officer, Phoenix Water<br> Cell: 602-621-0507<br> Email: <a target="_blank" href="https://action.phoenix.gov/c1.pl?0b138aa5815e54bbcb51ae7ed94273d17e4121f81234058c">athena.sanchez@phoenix.gov</a>​<span id="ms-rterangepaste-end"></span><br></p> <p> <em>Story updated on 2/11/2021</em><br></p> </html></div>https://www.phoenix.gov/waterservicesNewswater-servicesWater Dept
Second Annual Stormwater Awareness Week Jan. 25 -31, 2021https://www.phoenix.gov/newsroom/water-services/1714Water Services1/20/2021 4:00:00 PMhttps://www.phoenix.gov/newssite/Lists/NewsArticle/Attachments/1714/newsroom_water_045.jpgSecond Annual Stormwater Awareness Week Jan. 25 -31, 2021<div class="ExternalClassFB143372141A4553977C8ABBBE3B9C92"><html> <p>Phoenix Water Services is kicking off 2021 with a focus on stormwater pollution prevention. The utility's second annual Stormwater Awareness Week is set for January 25 – 31, 2021. A <a href="https://phoenixpublicmeetings.webex.com/mw3300/mywebex/default.do?nomenu=true&siteurl=phoenixpublicmeetings&service=6&rnd=0.6527130805885206&main_url=https://phoenixpublicmeetings.webex.com/ec3300/eventcenter/event/eventAction.do?theAction%3Ddetail%26%26%26EMK%3D4832534b00000004f7f31880b7503b27dd8986d4b4265de7fde0ddb8693f34828e0052367d334767%26siteurl%3Dphoenixpublicmeetings%26confViewID%3D178720729551879415%26encryptTicket%3DSDJTSwAAAARS19pLhbRZMpButVNO9TIUu6FIg0euBvPCfs0Cq3nYFA2%26" target="_blank">virtual workshop​</a> is scheduled for Thursday, January 28 at noon to help spread awareness on the importance of stormwater pollution prevention. </p> <p>A number of Arizona cities and organizations will join Phoenix for this regional effort to educate the public about the importance of preserving stormwater quality for the environment and future generations.</p> <p>"Stormwater Awareness Week encourages communities to make smart choices when it comes to preserving the quality of stormwater in our desert city," said Mayor Gallego. “With our hotter than normal summers and the lack of rain, it is important to remember that stormwater doesn't get treated and flows directly to nearby washes and retention basins, making it imperative that we preserve our systems."</p> <p>Stormwater picks up pollutants as it flows over rooftops, gutters, parking lots, driveways, and other paved surfaces. That polluted stormwater can work its way into storm drains, and eventually to surface water and retention areas.</p> <p>Simple actions to reduce stormwater pollution include:</p> <ul> <li>Disposing trash, recyclables and chemicals properly like detergent, paint, medications, etc.</li> <li>Recycling motor oil and maintaining your vehicle to prevent leaks</li> <li>Cleaning up after your pet</li> <li>Using lawn-chemicals sparingly and always following manufacturer's directions</li> <li>Properly disposing leftover paint and household chemicals at a household hazardous waste event</li> <li>And please remember - only rain in the storm drain</li> </ul> <p>"Stormwater Awareness Week highlights issues about stormwater pollution that we don't often think about," said Interim Water Services Director Eric Froberg. “Everyone has an important role in stormwater pollution prevention. Having the opportunity to host a virtual workshop for our residents will go a long way to help educate our community." </p> <p>Phoenix Water Services is hosting a virtual workshop on Thursday, January 28 at noon. to discuss the City's Stormwater Management Program and our activities to reduce stormwater pollution. Please register <a href="https://phoenixpublicmeetings.webex.com/mw3300/mywebex/default.do?siteurl=phoenixpublicmeetings&service=6" target="_blank">here</a> to participate. </p> <p>To learn more about the City of Phoenix Water Services Department Stormwater Awareness Week and what you can do as an individual or business to prevent stormwater pollution, please visit <a href="/waterservices/envservices/stormwater-program" target="_blank">phoenix.gov/stormwater</a>.​​​<br></p> <p><br></p><p><strong>Media Contact: </strong></p><p>Victoria Welch</p><p>Public Information Specialist </p><p>602-262-5060<br></p><br></html></div>https://www.phoenix.gov/waterservicesNewswater-servicesWater Dept
Water Use Calculator: A New Water Conservation Toolhttps://www.phoenix.gov/newsroom/water-services/1690Water Services1/5/2021 4:00:00 PMhttps://www.phoenix.gov/newssite/Lists/NewsArticle/Attachments/1690/Newsroom_Water_011.pngWater Use Calculator: A New Water Conservation Tool<div class="ExternalClassDB6560F865F34169BA4C29C9D73CB973"><html>​Phoenix Water's new water usage calculator is a tool to help residents get a better understanding of day-to-day water consumption. Showers, dishwashing, laundry, toilet flushes, outdoor landscaping, and pools contribute to the resident's daily water use. <br><br>"Water conservation has always played a critical role in Phoenix's water resource planning. As we prepare for a hotter, drier future, water conservation will be even more important for our city's resiliency and sustainability. The water calculator is an excellent resource to add to our water conservation efforts," said Councilwoman Thelda Williams, chair of the Transportation, Infrastructure and Innovation Subcommittee.<br><br>To get started, residents can visit <a href="/waterservices/watercloud" target="_blank">Phoenix.gov/WaterCloud</a> and click on the Home Water Usage Calculator. That calculator makes it easy to enter information about the household, such as family size, type of landscaping, age of the home, length of the average shower, and more. The calculator compiles a resident's optimal monthly water usage into a detailed report tailored to the household. <br><br>In the report, residents can view monthly and annual water usage breakdown (in gallons), as well as graphs that highlight indoor versus outdoor water usage. Residents are encouraged to use a recent City Services bill to input actual usage for a more accurate comparison. The calculator produces an estimate, and actual usage may vary. <br><br>Phoenix Water's water usage calculator is one of the 14 water conservation measures recommended by the Water Conservation Ad Hoc Committee (Committee) and adopted by the Phoenix City Council to maintain Phoenix's legacy as a water conservation leader. <br><br>“Water is the foundation of public health, which makes water resource planning critical to desert living. This free tool allows customers to develop a plan for their indoor and outdoor water use. We must continue to implement new tools to encourage water conservation in an effort to preserve our water supplies and prepare for the future," said Councilwoman Laura Pastor. <br><br>The Committee convened from May 2019 to Dec. 2019 to identify water conservation measures around three focus areas, including landscape requirements and guidelines, codes and enforcement, and education and outreach. The Committee was co-chaired by Councilwoman Williams and Councilwoman Pastor and comprised of citizens from the community with water expertise in the non-profit, private, and public sectors. <br><br><p>​​Additional resources are available to help resident's conserve water and save on their City Services bill:<br></p><ul style="list-style-type:disc;"><li><a href="/waterservices/resourcesconservation/order-literature-and-media" target="_blank">Request free water-saving re​sources</a><br></li><li><a href="http://www.smarthomewaterguide.org/" target="_blank">Sudden water bill spike? Check for leaks</a><br></li><li><a href="http://www.phoenix.gov/watercloud" target="_blank">Visit Phoenix Water's Water Cloud digital education page</a></li><li><a href="http://www.amwua.org/plants" target="_blank">Get low water use plant ideas for the landscape</a></li><li><a href="https://wateruseitwisely.com/100-ways-to-conserve/landscape-watering-guide/" target="_blank">Watering plants the right amount? Check out this handy guide</a></li><li><a href="https://wateruseitwisely.com/" target="_blank">Find over 100 water-saving tips and more​</a><br></li></ul><p><em><br></em></p><p><span id="ms-rterangepaste-start"></span><em>Story contributed by: Gina Conrow​</em><br></p><p><strong>Media Contact:</strong><br>Athena Sanchez<br>Public Information Officer, Phoenix Water<br>Cell: 602-621-0507<br>Email: <a href="https://action.phoenix.gov/c1.pl?0b138aa5815e54bbcb51ae7ed94273d17e4121f81234058c" target="_blank">athena.sanchez@phoenix.gov</a>​<br></p></html></div>https://www.phoenix.gov/waterservicesNewswater-servicesWater Dept
Phoenix City Council Approves $2 Million to Fund the Project Assist Programhttps://www.phoenix.gov/newsroom/water-services/1675Water Services12/23/2020 8:00:00 PMhttps://www.phoenix.gov/newssite/Lists/NewsArticle/Attachments/1675/newsroom_water_043 (2).jpgPhoenix City Council Approves $2 Million to Fund the Project Assist Program<div class="ExternalClassBE3DF89369B0401E9CDA0ED8C383743C"><html> <p>​On Dec. 8, 2020, the Phoenix City Council approved additional funding of $2 million to be directed to the Project Assist program, offering financial support for residents with delinquent City Services bills during the COVID-19 pandemic. <br></p> <p>Residential customers with delinquent accounts are currently being identified through the City Services billing system. Those who may be eligible for funding include: residential account holders who have missed multiple monthly payments within the last 18 months; customers that have made multiple monthly partial payments to a single account throughout the past 18 months; or those who have signed up for deferred payment arrangements due to the pandemic.</p> <p>Staff in the City's Customer Services Center are continuing outreach efforts to delinquent residential customers to request authorization to apply funds on their behalf. Accounts with any documented tampering or theft of services are ineligible.</p> <p>Project Assist is a City of Phoenix program, administered by the Human Services Department, that provides financial assistance to low-income households experiencing crisis in order to resolve their past due City Services bills (water, trash and sewer).</p> <p>Project Assist is funded through the Water Services Department and donations from water customers. Customers who are interested in donating to the fund can do so at the time of payment, either <a target="_blank" href="https://action.phoenix.gov/c1.pl?52721b630a442eb8f5663fb64484e0bd0657235fee31f81dd369d439ca6bc2ab">online</a> or by mail.</p> <p>For those needing additional assistance, including rent, mortgage and utility assistance, are encouraged to visit <a target="_blank" href="https://action.phoenix.gov/c1.pl?efb3aaa44b43704dd4f674d7316ce591db4a1faa2737d884">phoenix.gov/resources</a>. Additional information, including COVID-19 testing locations and city impacted services, are available at <a target="_blank" href="https://action.phoenix.gov/c1.pl?1ae7d3e33a0b8db68644aa2a6d8d10ca5487cf24da0dfe36">phoenix.gov</a>. </p> <p> <span style="text-decoration:underline;"> <strong>​About Phoenix Water </strong> </span> <br> The City of Phoenix Water Services Department is more than 100 years old and treats and distributes tap water to 1.7 million customers daily. Phoenix Water also manages the city's sewer system and handles wastewater treatment operations for 2.5 million residents in five Valley cities. Infrastructure includes 7,050 miles of water lines, 4,935 miles of sewer lines, eight treatment plants, 56,000 fire hydrants and 98,216 manholes. Phoenix's water and sewer rates are among the lowest of comparable-sized cities nationwide. Our tap water supply is in very good shape due to decades of planning and multiple water sources. The city reuses nearly all of its wastewater on crops, wetlands, and energy production.</p> <p>Facebook, Instagram, and Twitter: @PHXWater<br></p> <p> <br> </p> <p> <strong>Media Contact: </strong> <br>Athena Sanchez<br> Public Information Officer, Phoenix Water<br> Cell: 602-621-0507<br> Email: <a target="_blank" href="https://action.phoenix.gov/c1.pl?0b138aa5815e54bbcb51ae7ed94273d17e4121f81234058c">athena.sanchez@phoenix.gov</a><br></p> <p> <br> </p> </html></div>https://www.phoenix.gov/waterservicesNewswater-servicesWater Dept
City of Phoenix Customer Service Reps Make Over 28,000 Calls to Help Customers During COVID-19https://www.phoenix.gov/newsroom/water-services/1650Water Services12/4/2020 5:00:00 PMhttps://www.phoenix.gov/newssite/Lists/NewsArticle/Attachments/1650/Newsroom_Water_043.jpgCity of Phoenix Customer Service Reps Make Over 28,000 Calls to Help Customers During COVID-19<div class="ExternalClass246FC5AEECF24B44AD48432E46DF0D40"><html> <p>​Customer service is often overlooked until it's needed. This year, the City of Phoenix City Services customer service was needed more than ever. Deborah Doss is the Treasury Collections Supervisor for Phoenix Water customer service and has been with the city for 16 years; 10 of those years have been with the Water Services Department.  <br></p> <p>The majority of Doss' career has been in payment collections, working for a private company before starting with the city. She now leads a team of customer service representatives who work with customers to collect outstanding payments on their water, trash, and sewer (City Services) bill.</p> <p>Prior to the ongoing pandemic, Doss and her team of five customer service representatives' primary role was to collect payment on outstanding bills. When 2020 changed everything for everyone, Doss and her team transitioned to helping customers find financial relief through the CARES Act. </p> <p>Customers are encouraged to pay any amount possible towards their monthly bill and enroll in the Deferred Payment Plan to keep their account in good standing. But with the CARES Act, customers have options to help find additional relief with outstanding payments. The staff educate customers on the options available and assist them with applying for funds. </p> <p>The CARES Act appropriated $150 billion to State, Local and Tribal governments to alleviate the financial impacts of the COVID-19 outbreak. The City of Phoenix received a small portion of this funding. The money allotted to the city was made available to customers, through residential and commercial assistance programs, to pay their City Services bill in hopes of relieving some of stress for the city of Phoenix customers. Doss' team took the lead on calling customers with outstanding accounts to inform them of the assistance available and explain to them how to apply. </p> <p>“People repeatedly call in and say they lost their job; they don't know what's going to happen, and I'm here to help them," Doss said. “Customers are crying and scared. They don't know how they're going to get by, and our team is there to offer hope. We don't like to rush the calls." </p> <p>Doss and her team's dedication to getting the word out about the financial relief led to them make over 28,601 calls from July - October 2020. Doss' <em>'How can I help the customer?'</em> attitude has come a long way in helping the city of Phoenix customers find hope in a time when things seem so uncertain. <br></p> <p>Due to the nature of the work, teleworking was not an option for Doss and her staff. To better support the team, plexiglass was installed to create physical distance for employees, and they are also provided hand sanitizer and masks. Some of the employees were relocated to different facilities to give, at minimum, six feet of distance. </p> <p>“The work our customer service representatives are doing is essential in assuring the public health benefits of our water systems and solid waste disposal. Without it, the good work of Water Services and Public Works couldn't get done. We strive to serve and assist our customers with equity and dignity." said Assistant Director Holly Rosenthal of Phoenix Water.  </p> <p>It is essential for the staff to reach as many people as they can. Having Spanish speaking staff available to assist the significant Latino population in Phoenix went a long way to reach an audience that may not have been able to connect otherwise. </p> <p>Residents have until December 31, 2020, to receive the CARES Grant to assist with their City Services bill and are encouraged to start the application process as soon as possible. </p> <p>More information can be found on <a target="_blank" href="/resources">phoenix.gov/resources</a> or by calling customer service directly at 602-262-6251. Customer service staff are available Monday- Friday from 9 a.m. – 5 p.m. Residents can also visit <a target="_blank" href="/payonline">Phoenix.gov/payonline</a> to sign up for the Deferred Payment Plan by using the online portal.<br></p><p></p><strong>Media Contact: </strong><br>Athena Sanchez<br><div>Public Information Officer, Phoenix Water <br>Cell: 602-621-0507</div><div>Email: <a href="https://action.phoenix.gov/c1.pl?608086ccbd057ec33d3cf694325093d06cd16183e37dc76f5e4f5473d5470209" target="_blank">athena.sanchez@phoenix.gov</a></div><div><br><em>Story updated 12/4/2020. </em>​<br><br></div> <p> <br> </p> </html></div>https://www.phoenix.gov/waterservicesNewswater-servicesWater Dept



Water ServicesPHXWaterhttps://www.phoenix.gov/waterservicesWater Serviceswater-servicesWater Depthttps://www.youtube.com/user/cityofphoenixazhttps://nextdoor.com/agency-detail/az/phoenix/city-of-phoenixphxwaterphxwaterTwitter



COVID-19 Testinghttps://www.phoenix.gov/newssite/Lists/AdBox/DispForm.aspx?ID=19https://www.phoenix.gov/newssite/Lists/AdBox/Attachments/19/Virus_Slider_Public_testingB.pngCOVID-19 Testing<div class="ExternalClass9084C8DD45B84256A8E5DBBB547B1775"><html>Learn about COVID-19 Testing with no out-of-pocket costs.<br></html></div>Newshttps://www.phoenix.gov/newsroom/em-and-hs/15613/25/2021 8:47:20 PM9/25/2021 8:47:20 PM

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