Odor Control Begins and Ends with the Community

Introduction The natural response by an owner to a community alarmed about nuisance odors from the collection system or water reclamation facility nearby is to investigate where the odors are originating and mitigate them with the implementation of a cost-effective odor control technology that will return the owner back to the ranks of being a 'Good Neighbor'. The owners are finally getting it, the community will not go away quietly, and that effective odor control is required to address the prime driving force & the community. But just as important as installing the right odor control technology may be in appeasing the community, so is communicating with the residents of the community to: - listen to their voices - understand their concerns - ask for their assistance - find out where, when, how strong, and how long the odors last - let them know the steps that are being taken to mitigate the odors - let them know of the time it will take to implement. Simply put, what you don't tell the community, they won't know! And under that scenario the rumors about doing nothing will proliferate and the owner will likely suffer from the loss of credibility. Methodology It is up to the owner then to take the steps necessary to ensure that the loss of credibility is not permanent. Accordingly, creating a dialogue with the community is a critical first step that will go a long way to have them starting to think that you are listening, you do care and that you are doing something to mitigate the bothersome nuisance odors in their community. The steps taken will determine how the community responds, but the necessary steps can vary from simple baby steps to more sophisticated and involved giant steps. Credibility can be regained! Nevertheless, do not expect the community to jump on your band wagon. Understand that the community will always tend to be skeptical of what you do, will want you to do more than is required by regulation, and will demand that you avoid any backsliding. However, after you create that dialogue they will be more likely to stop outwardly fighting the owner at every turn and perhaps even support your efforts. Be prepared, the road may be long and difficult but the benefits will be worth the journey. This presentation will discuss varied approaches that different owners have taken to open up a dialogue with residents through a community outreach program. Some of the varied approaches include, but are not limited to: - Developing bill folds, brochures and/or newsletters - Identifying key community representatives and meeting with them - Conducting informal informational meetings with the residents - Conducting site tours - Creating a Citizens Advisory Committee - Training community representatives to be the 'noses' in the community - Provide monthly updates - Establishing a formal odor complaint hotline with Odor Log Form Phone number Internet site - Oversight Committee - Visitors Center. With the help of technology, the ability to communicate, particularly with the younger generation, has vastly improved the owners resources to communicate with the community, including avenues to reach out and to receive comment back from the community through the internet using: e-mail, Facebook, Twitter, Instagram, etc. The means to communicate with the community has expanded and also made it easier. But as always, controlling the message and reporting the relevant information is still the key aspect of communicating through any media. Careful and planned messages are important. Examples There are many community outreach approaches that are available, from simple to more complex. The utility must select the approach that fits best and move forward with its implementation. An examination of approaches outlined above applied by owners across the country will be presented.