Talking To Your Decision Makers:

A Best Practices Guide

Introduction

Purpose

This Guide will help you better understand:

 The role of the local individual(s) or group(s) that oversee and make

decisions affecting your water system.

 The benefits of having a good relationship with decision makers.

 How to effectively communicate your needs to these decision makers.

Target

Audience

This Guide is intended for operators and owners of community water systems

serving fewer than 10,000 persons.

General Responsibilities of Decision Makers

Decision makers can play a significant role in ensuring that your system is operating efficiently,

that your needs are addressed, and that your customers understand the challenges you face

and recognize the hard work that you do.

Financial

Responsibilities

 Review and approve annual budgets and monitor annual

spending.

 Make financial decisions to ensure your system has

sufficient funds to meet current and future needs.

 Acquire and approve financing for infrastructure repairs or

upgrades.

 Acquire and approve financing to enhance system security.

 Acquire and set aside funding for operator training and

certification.

Managerial

Responsibilities

 Hire and supervise system staff.

 Set staff policy and job descriptions.

 Set and provide guidance on system policies.

 Determine the strategic vision and goals for the system.

 Resolve staff conflicts and address staff needs or

complaints.

Communication

 Keep customers informed of the current status of the

system, upcoming projects, rate setting, staffing changes,

and any other key decisions.

 Serve as a liaison between system staff and the community.

 Ensure that the community is aware of the system's

emergency response procedures.

For additional information:

Call the Safe Drinking Water Hotline at 1-800-426-4791, visit the EPA Web site at

www.epa.gov/safewater/, or contact your state drinking water representative.
Office of Water September 2006 EPA 816-F-06-034

Communicating Effectively with Decision Makers

All decisions should be guided by principles that look to the present and future needs of the water system and what is best for the

system's customers and the community. Speak with decision makers regularly to avoid communication mishaps and to develop

responsive relationships with them. Your communication with decision makers can take many different forms, from short daily updates

on your system to more formal meetings. Effective methods of communication include:

 Daily or weekly e-mail updates

 Phone calls for updates on specific issues or to get information

 Weekly memos with system status updates

 Suggestion boxes near bill collection areas

 Formal meetings or presentations for requests for new equipment or rate changes

If you already have a good relationship with decision makers, you have a good foundation for ensuring that these meetings are

productive and successful. Regardless of your relationship, though, you should always approach meetings with a firm understanding of

the issues, your goals, and the audience you are addressing (especially if meetings with decision makers are open to the public).

Keep the following in mind when preparing for and attending a meeting with decision makers:

Carefully prepare your case and use supporting documentation.

Infrastructure

Upgrade

 Bring operational and maintenance records to the meeting with decision makers.

 Obtain cost estimates from reputable vendors.

Security System

Upgrade

 Explain why the water system is vulnerable to security breaches.

 Explain how an upgrade will address these issues.

Rate Increase

 Bring documentation outlining the impact of past rate increases on your system.

 Bring estimates or financial models showing that the rate increase will help your system to

continue to provide the appropriate level of service desired by customers.

Tailor your presentation according to the topic and the audience.

New or

Inexperienced

Decision Makers

 Briefly describe your water system, your experience, and your training.

 Explain technical terms when talking to decision makers.

Understand

Competing

Demands

 Learn what other funding needs exist in the community.

 Explain how your project will protect public health and benefit the community.

Give decision makers the information they need to state your case to the community.

Improve

Communication with

Customers

 Give decision makers non-technical, straightforward reasoning that they can repeat to consumers.

 Explain how your proposal will help your system to provide safe, high-quality drinking water to

consumers.

Work with decision makers to develop solutions that everyone can agree on.

Build Respect

 Work to understand decision makers' priorities and opinions and help them to understand your

own.

 Realize that decision makers may not always be able to accommodate your suggestions,

especially if decision makers must make community-wide funding decisions.

Understand

Common Goals

 Remember that decision makers are working towards finding solutions that are in the best interest

of the community.

 Build a strong working relationship with decision makers so that you can work together to achieve

your ultimate goal of providing safe drinking water to the community.