Code Enforcement Process Maps

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Process Maps for all Code Enforcement Work

City of Raleigh Public Utilities Department Code Enforcement Business Process Maps

Table of Contents

Damages ..................................................................................................................................................................................................................................................................................... 1 Revision 1: 11/2/2016 Service Splits ............................................................................................................................................................................................................................................................................... 2 Revision 1: 11/2/2016 Leaks ........................................................................................................................................................................................................................................................................................... 3 Revision 1: 11/2/2016 Crossed Lines/Records ................................................................................................................................................................................................................................................................ 4 Revision 1: 11/2/2016 Meter Violations ......................................................................................................................................................................................................................................................................... 5 Revision 1: 11/2/2016 Utility Obstructions ..................................................................................................................................................................................................................................................................... 6 Revision 1: 11/2/2016 Illegal Operation of Valves .......................................................................................................................................................................................................................................................... 7 Revision 1: 11/2/2016

Map Date: 11/2/2016

Non-Conforming Services ........................................................................................................................................................................................................................................................... 8 Revision 1: 11/2/2016 Hydrant Meters........................................................................................................................................................................................................................................................................... 9 Revision 1: 11/2/2016 SOA/Sewer/Water Connection ................................................................................................................................................................................................................................................. 11 Revision 1: 11/2/2016 Raleigh/Garner Easements ....................................................................................................................................................................................................................................................... 12 Revision 1: 11/2/2016 Encroachment Request ............................................................................................................................................................................................................................................................. 13 Revision 1: 11/2/2016 SSO............................................................................................................................................................................................................................................................................................ 14 Revision 1: 11/2/2016 Information Request ................................................................................................................................................................................................................................................................. 15 Revision 1: 11/2/2016

Map Date: 11/2/2016

Damages Process Field Staff Code Enforcement Phase No

Yes

Notate Location of Damage: Wiithin or Outside of Tolerance Zone

Start

Properly Located?

Yes

Take Pictures of Scene 1. Determine Tolerance 2. Evidence of Utility 3. Potholing

Notate if Damage was on Public or Private Property

Site Visit to Investigate

Research Locate Ticket

Locate Ticket Exists?

Code Responds?

Yes

Notate Yes or No of Evidence of Uitlity

Evidence of Uitlity

Notate Yes or No of 3 Hr. Locate Ticket

Yes

Not Marked

Notate Yes, No, NA of Evidence of Potholing

Select Action of NOV, CP, No Action

Set Reminder for Appeal Time Frame

Close Case

End

Notate Whether the Locate Ticket Description was Accurate or Vague

Notate Liablity and Final Investigation Notes

Notate Yes or No of Evidence of Uitlity

Receive Damage Investigation Report from Field Staff

Notate Yes or No Positive Response

City Make Repairs

Yes

Notate Yes or No of Evidence of Potholing

Notate Yes or No if Locate ticket expired

Assess and Notate Root Cause

Notate Yes , No, NA There is a Damage Locate Ticket, enter number and attach

Notate Yes/No/NA Whether Contractor Preformed Substandard Repair

Notate the Locate Ticket Number and attach

Take Pictures of Scene 1. Determine Tolerance 2. Evidence of Utility 3. Potholing

Get Locate Ticket No. and Name of Contractor and Firm

Complete Damage Investigation Form

Submit for Further Investigation

Service Splits Code Enforcement Water Distribution Internal Draft Start

Report to Code Enforcment

Notate No for permit and Question Property Owner/ Developer who preformed work

Notate that Corrective Actions

Check with Development Services

Notate Yes/No if Illegal Connection formed

Check with WD for Work Order

have been completed

Notate if Customer is in Life/Safety Hazard

Notate Yes/No for Account in CCB and Comments

Notate and Check for Backflow and Record

Site Visit

Review Permits

Permit Exists?

Notate Final Comments and Close Case

Yes

If Life/Safety Hazard Exists-Contact WD to Restore Service

Yes

Notate permit or work order and comments from investigation

Contact contractor or responsible party to repair

Notate WO number and attach costs

End

Complete Work to Restore Service

Leaks Code Enforcement Phase Start

Research Locate Tickets for Contractors in Area

Close the Leak Case and Begin Damage Case

Inside Right of Way

WD to Make Repairs

Yes

Location of Leak

Advise Property Owner to call plumber

Notate that 48 Hour Written Notice was Issued

Coordinate to shut off water with EMT approval

Notate that repairs not made

Repairs Made?

Notify Housing

Outside Right of Way

Notate that repairs are made

Behind

Front or Behind Meter

Site Visit

Coordinate with EMT for Shut Off Approval

Major Leak Code 8-2010

Bill for Repairs and Collect

WD Makes Repairs

Yes

Notate Final Comments and Close Case

Non-Contractor

End

Natural Occurring (Failing Pipe, Spring, Ground Water etc.)

Front

Notate about WD Investigation

Notate Root Cause

Cause of Leak

Notate and add final comments and close leak case and open Damage Case

Damage Process

Contractor

Crossed Lines/Records Code Enforcement Meters Phase Start

Researches and Notifies Customer

Records or Line Crossed

Notify CCB

End

Records

Lines

Notate Item Fixed, Add Final Comments and Close Case

Yes

End

Sends NOV with Deadline

Corrected

Notate Non- Compliance Issue, May issue CP and/or disconnection

Meter Violations

Phase

Notate and Issue NOV

Notate Yes or No if Repeat Offender

Stolen Meter

Meter Violation Reported

Start

Illegal Connection Damage Stolen Tampering

Stolen Meter Undocumented Tampering Damages

Notate Site Visit, comments and attach photographs

Yes

Notate any Corrective Actions and Collect CP and or Recovery Costs

Contact police and they will arrive and complete police report

Need to Visits the Site

Evidence of Code Violations

Code Enforcment

End

Photographs/ Information of Tampering

Notate results of research and attach documentation

Notate Final Comments and Close Case

End

Utility Obstructions (Hydrants/Valves/BlowOffs/Manholes/Meter) Internal/External Code Enforcment Code Enforcment Start Observe obstruction of utility asset Natural Overgrowth Yes

Clearing Process

Notify Code Enforcement of Obstruction, Include Nearest Address and Facility ID and any Documentation if Applicable

Request obstruction to be cleared within 10 Days with Doorhanger/Verbal Notification

Revisit Site to Observe Obstruction and Document

Issue NOV and 45 Days to Remove Obstruction

Revisit After 45 Day Time Frame

Residence/Business

Compliance

Yes

Site Visit and Verify Obstruction Document and Attach Photos

Type of Obstruction

Obstruction Owner Type

Compliance

Notate Final Comments and Close Case

Vegetation/Structure

Yes

Vehicle

Yes

Comply with Letter

End

Notify Local Police to Remove

Notify Field Crew to Remove Obstruction

Issue Letter Advising 45 days to Remove Obstruction

Utility

Yes

Obstruction or Asset Relocatable

Escalate to Attorneys Office

Obstruction

Assess CP and NOV

Compliance

Attach cost of removal and may bill recovery costs

If Applicable Bill for Relocation of Asset

Asset

Notate Final Comments and Close Case

End

Illegal Operation of Valves Water Distribution Code Enforcement Executive Management Team Code Enforcement Start Investigate and determine cause and effect Emergency Situation Review investigation details and determine if NOV or penalties should be assessed Send details of investigation to Executive Management Team Yes

Discover Unauthorized Person Operating Valves

Notify Code Enforcement and attach evidence if applicable

Damage Case

Yes

Damage

Follow Up and Ensure Penalties/ Cost are Paid within Appeal Time Period

Issue NO and may issue CP and/or Associated Costs

Notate final comments and close case

End

Contact Operator and Educate on Valve Operation

Yes

Deemed Emergency

EMT Advise NOV/Penalties

Yes

Non-Conforming Services Field Divisions Code Enforcement Draft Start

Observe non- compliance activity

Report to Code Enforcement

Send letter to property owner and coordinate with field crew

City

Send NOV/CP

Research which party is responsible

Research and verify request

Responsible Party

Compliance

Valid Request

Yes

Problematic

Yes

and notate comments

Notate final comments and close case

Send letter advising it their resposnbilty to correct

Yes

Send letter advising City will not be investigating the matter at this time

Code Enforcement Violation?

End

Yes

Open appropriate case

Issue NOV/CP

Hydrant Meters

Internal/ External Code Enforcement Phase Start

Report a Hydrant Meter Violation

Warning and Educate on Proper Connection

Yes

Intent to Comply

Observe a Hydrant Meter Violation

Check CCB to verify Hydrant Meter Account and Notate

Need to Make Site VIsit

Evaluate Information

Notate Contractor and Project

Yes if Not Documented

Site Visit

Code Violation

Yes

End

Contact Meters of violation and issue recommendation on additional actions

Issue NOV, Notate CCB

Notate final comments and close case

Improper Connection

Unmetered Connection

Confiscate Hydrant Meter

Severity

End

Assess and Notate Cost of Repair/ Replacement

Notate Final Comments and Close Case

Confiscate Hydrant Meter

Tampering

End

Confiscate and Return to Meters Notate CCB Account

High

Failure to Report Malfunction

Severity

Instruct Customer to Disconnect and Return Unit for Replacement/Repair Notate CCB Account

Follow up with Meters to ensure customer returned for repair/ replacement

Low

Confiscate Hydrant Meter Sub Process

Phase

Contact Account Holder and give deadline if not returned, considered stolen and reported to police

Instruct Account Owner to Return to Meters-Give Deadline

Follow up with Meters to see if returned

Returned

Further Escalation

Yes

Disconnect from Hydrant or Receive from Contractor and acessories

Retrievable

Yes

Return to Meters

End

Yes

Code Enforcement

SOA/Sewer/Water Connection

Phase

New Request or Report of Unknown Connection

Start

Internal/External Code Enforcement

Report of Unpermitted Connection

New Request

Submit Information to UB for Back billing and Fees

Connected to Water Service

Verify and Notate Water/Sewer Availability

Yes

Send request (map + mains) for Smoke Test and if need be a CCTV or if reasonable a Dye Test

Research account in CCB/PUMA/Deeds/ Permits and Site Visit if Applicable

Connection Exists

Notate Yes/No that Fees Have Been Paid

Able to Connect

Sewer Only

Water Only

Notate Comments and Close Case

Water Available with 100'

Yes

Submit to Director

End

Must have both services and submit to Development Services

Notate Comments and Close Case

End

Draft Sewer Only Agreement

Receive Book of Deeds

Raleigh/Garner Easements Internal Code Enforcement Draft Start

End

Obstructions Present?

Crew Completes Work

Order Survey

Scheduled Easement Work

Yes

Code Obstruction

Confirm Obstruction Removed, Inform Parties, Notate Final Comments and Close Case

Yes

Verify Easement and notate evidence and attach if applicable

Receive Email with Description/Pictures of Obstructions for Removal Pertinent to the Project

Same Property Owner

Yes

Easement Exists

Issue notice to remove fence and advise that it can be restored after work

Review Encroachment Log

Yes

Add To List of Easements of Acquire

Issue Letter of Removal and Only Way of Restoration in Encroachment Request

Follow Up to Ensure Obstruction has been Removed

Escalate Further if Needeed

Compliance

End

Encroachment Request (Possible Public Facing) External (Property Owner) Code Enforcement Designated Assistant Director Code Enforcement Start Submits Encroachment Request Verify if COR Water/Sewer/ Easement Present No Send Application and Guidelines Yes Notate evidence of verification and attach if necessary

Sign License Packet and Receive Copy

Complete Application Attach Signed and Seal Plot Plans/Deed Refrences

Noftify Town and Place Scan Copy in ShareFile

Needs to be Added to Acquire List Have Requestor Contact Other Easement Owner

Scan copy of complete packet and update Encroachment Log

End

Assess the Encroachment Requested and Refer to Water/

Site Visit and Notate Any Concerns and Attach Photos if Applicable

Notate-Meet Minimum Requirement

Verify Application information

Notify Applicant of Non Approval

End

Sewer If Necessary at Standing Meeting

End

Print out Liscesne Packet and Schedule Meeting with Property Owner

For towns without permit requirement and inspections, how do we ensure compliance with the agreement?

Yes

Submit to EMT for Approval

Approved

SSO Sewer Maintenance Code Enforcememt Code Enforcment Start

Grease, Rag or Contractor Damage

SSO Response Process

End

SSO Case Opened

Receives and Attaches Crew Work Report from Sewer Maintenance

Notate Contractor Damage

Yes

Notate Cost Analysis

Damage Case

Notate and mail education letter advising against grease and items known to cause SSOs

Compile List of Properties on SSO Sewer Line

Notate if Traceable?

Log mailing date in Sewer SSO log.

End

Yes

Send NOV and Assess Civil Penalty and Cost of Cleanup

Notate evidence of property responsible

Follow up to ensure compliance

Escalate further if necessary

Yes

Compliant

Information Request (Possible Public Facing)

Phase

Start

Internal External Code Enforcement

Information Request

Case Opened

Research, Notate and Attach if Applicable

Advise Requestor of Answer and Notate

End

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