This event was originally broadcast on October 10, 2019
and is now available for on demand viewing.
A certificate of attendance will be offered.
Today's water and wastewater utilities are balancing myriad challenges -- such as aging infrastructure and water scarcity -- against a backdrop of increasingly limited funding. A strong customer engagement program can make a world of difference when it comes to having happy customers -- customers who, in turn, are supportive of their utility's investment initiatives and capital improvement plans. In this webcast, presenters will share practical, useful advice and guidance for connecting with rate payers. Hear from Henrietta Locklear, a vice president with Raftelis, who will discuss ways to effectively communicate with water utility customers about rates. And April Coady, director of public and governmental affairs for Eastern Municipal Water District, will share secrets of her utility's award-winning success with customer engagement.
Henrietta Locklear is a vice president with Raftelis and directs its stormwater management consulting practice, leading the Memphis, Tenn., Cary, N.C., and Atlanta, Georgia, offices. Her background is in local government management including environmental finance and public policy. Her work includes assessing and implementing affordability programs for large utilities. She also convened and leads the Raftelis affordability community of practice, a group of practitioners within the company engaged in leadership on affordability issues in the utility industry.
Director, Public and Governmental Affairs
April Coady serves as the Director of Public and Governmental Affairs for Eastern Municipal Water District (EMWD). April joined EMWD in 2007 and has served in various roles in the Public and Governmental Affairs Department. April has more than 20 years of experience serving in municipal governments, with nearly 15 of those years in the water and wastewater industry. Prior to joining EMWD, she served as the Public Information Officer for the Lake Arrowhead Community Services District and as the Public Affairs Manager for the City of Diamond Bar. April holds a Bachelor of Science degree in Communication and Journalism from California State Polytechnic University.