Raleigh Water Employee March 2026 newsletter 1

(Falls Lake, Raleigh Water ’ s essential reservoir)

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TABLE OF CONTENTS

EM Johnson 3rd in State for Best Tasting Water pg. 3 CC&B Self - Service Launch …………………………………..…………………….... pg. 4 - 5 Sewer Maintenance Advisory Council ………. ……... pg. 6 Women Enforcing Clean & Safe Water ….………….……………………..... pg. 7 - 8 Wastewater Professionals Appreciation Day... ………….…….......….... pg. 9 - 10 Celebrating the CC&B Engagement TEAM. …………………………..……... pg. 11 WD & Heart Health Month/Wellness Assessment.. ………………..…... pg. 12 Employee Spotlights ………………………… ………………………..………..…. pg. 13 - 14 3 Practices for Employee Productivity & Engagement.. ……………….. pg. 15 THANK YOU so much to everyone who contributed items to the employee newsletter: Stacey Aiken, Erika Bailey, Mike Huges, Nolan Fry, Kaitlin McClaskie, Carla Meadows, Chris Phelps, and Phoebe Trogolo If you have any items of interest that you would like to submit for the employee newsletter, please contact sarah.weisenburn@raleighnc.gov

Here are five fast facts about Falls Lake:

1. Falls Lake is the source of most of Raleigh ’ s drinking water. The reservoir is located in northern Wake County.

2. Water from Falls Lake is treated at the E.M. Johnson Water Treatment Plant, which processes an average of 41 million gallons per day.

3. Falls Lake was created in 1978 by the U.S. Army Corps of Engineers to help prevent flooding and supply water to our communities.

4. The Falls Lake Watershed spans multiple counties and directly affects the quality of Raleigh ’ s water. Our customers help maintain these watersheds — and you can see your contribution on your water bill. Healthy watersheds are essential for keeping our drinking water clean and safe.

5. Raleigh Water continuously monitors water quality from Falls Lake to meet and exceed EPA Safe Drinking Water Act standards. You can learn more about our water lab.

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E.M. Johnson Plant Places 3 rd in the State for BEST Tasting Water at NCAWWA Conference!

Message from Chris Phelps, Water Treatment Division Manager:

“ I just want to take a moment to sincerely thank each of you for the dedication and care you put into making sure we deliver the best - tasting and safest water in the state — and I may be a little biased, but I truly believe it ’ s the best in the country. What you do every single day matters more than most people realize. It impacts families, businesses, and entire communities in ways that often go unseen. It ’ s an honor to be part of a team that doesn ’ t just meet expectations but constantly strives to exceed them. Your hard work, positive attitudes, and commitment to continuous improvement do not go unnoticed. The ideas you bring forward and the pride you take in your work make all the difference.

Please keep pushing forward, supporting one another, and taking pride in what you accomplish together. I ’ m incredibly grateful to work alongside such a dedicated and talented group. ”

Thank you!

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WE HAVE REACHED THE CLOUD!

CC&B Advances Digital Transformation Cloud Migration and Raleigh Water Self - Service Launch

Contributed by: Stacey Aiken

Customer Care and Billing has achieved two major milestones in the digital transformation journey with the successful migration of CC&B to the cloud and the launch of the new customer self - service ePortal. Together, these projects represent a significant step forward in modernizing systems, improving reliability, and enhancing customer experience. The move of CC&B to the cloud was completed successfully with few issues. This transition brings numerous benefits, including improved system performance, increased scalability, enhanced security, and greater resiliency. Cloud - based CC&B also positions Raleigh Water to better support future growth, streamline system maintenance, and more quickly adopt new functionality as business needs evolve. The ePortal launch, while ultimately successful, did encounter some unforeseen challenges related to the vendor. The CC&B teams worked tirelessly to identify and resolve these issues, addressing major defects and customer concerns head - on. As a result of these efforts, we are now in a much stronger position with the ePortal, having worked through the most significant issues and stabilized the platform.

(cont ’ d on next page)

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CC&B Advances Digital Transformation Cloud Migration and Raleigh Water Self - Service Launch

Despite early challenges, customer adoption has been strong and continues to trend upward. Online registration has grown rapidly and now exceeds 104,000 successfully registered users , representing nearly half of Raleigh Water ’ s customer base. Autopay enrollment has reached more than 47,000 customers in a short period of time. This data demonstrates the ePortal ’ s effectiveness and reliability as well as the growing customer trust and engagement with the platform. These accomplishments were made possible by the extraordinary dedication and collaboration of many teams and individuals. A very special thank you to our Technology leader, Nikki Evans for leading this effort and for her many long days, nights, and weekends to ensure a successful launch, and to her amazing team - Kristi Woolard, Donna Taylor, Brandon Vann, and Hector Perez —for their commitment and hard work. We also extend our sincere gratitude to the Testing Team , led by Angela Hodges , with team members Lesa Carr, Lincoln Coe, Linda Gibson, Carleton Bullock, Billy Yoonsung, and Cesar Martinez , for their diligence and attention to quality throughout the project. We would also like to recognize Susan Decker for her continued support and leadership, and Susan Burch for ensuring our many processes and SOPs were updated, and for each of them assisting in multiple areas across the project. Special thanks to our Project Manager, Charisse Green for keeping the team, vendors, and pro ject on track and moving forward. The CC&B Training Team , LeeToya Washington and Jessica Jones , also played a critical role by updating training materials, conducting many hours of staff training, and leading a roadshow to educate our other City divisions and partners. Following go - live, our dynamic Customer Care Team, led by Allen Ganther, TJ Thentress, Talena Jeffreys, Hiran Gonzalez, and Jamilia Battle stepped in to manage a significant increase of daily customer calls and emails, handling more than 2,000 customer interactions per day .

We are fortunate to have such a dedicated and resilient team whose extraordinary efforts ensure our customers receive top - notch experience every day, and our technology is user - friendly and secure!

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Sewer Maintenance Division Employee Advisory Council 2026 Contributed by: Phoebe Trogolo

Friendly greetings, handshakes and catching up on life marked the arrival of a specially selected group of sewer maintenance workers as they filtered into Room 111 at Lake Woodard this month for the first Division Employee Advisory Council meeting of the year. The idea behind the council is simple: Anyone can make a difference, and everyone has a voice, whether they have been working for five months or five years.

The meeting was enthusiastic and forward - thinking. Staff and leadership came with a shared mindset focused on representation, collaboration, communication and participation. Those may sound like buzzwords, and they are, but for this group, the goal is to keep those lines of communication open by ensuring staff from across the sewer maintenance division are represented and heard. Each council member has the opportunity to influence peers, listen to concerns and help resolve issues. During the meeting, Carla Meadows may have said it best: “ Come with a problem, no problem, but also come with a possible solution. ” Employee solution sessions will be integrated into the Council ’ s curriculum to support meaningful, town hall– style discussions among peer constituents. These sessions will help foster engagement, encourage shared learning, and empower members to continue growing and stepping confidently into their roles at Raleigh Water .

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Relentless, Strong & Dedicated: The Women Enforcing Clean and Safe Water

Think about how many people you know who wake up every morning, maybe make a cup of coffee, and prepare for their 9 - to - 5 jobs. Here are some stats to put it into perspective: The U.S. work force consists of millions of people. According to the U.S. Bureau of Labor Statistics, women made up 47% of the workforce as of March 2025. However, when looking at the water industry specifically, the story is different. Only 14.9% of workers in that field are women, according to a 2016 study from Brookings. That represents only a fraction of the workers keeping water flowing to our homes. And in honor of International Women ’ s Day, March 8, we ’ re highlighting some of the hardworking women at Raleigh Water who are paving the way for future generations.

The women in Raleigh Water are influential in all parts of the water from water distribution, sewer maintenance at wastewater treatment plants, testing water in the laboratories, finance, human relations, administration, engineers, planners and beyond. Everyone's got their own story and reasons for getting into the water industry, plus what keeps them motivated in their current careers.

We asked them a few questions to get the insider scoop from the pros:

Why are you passionate about working in the water industry? "I ’ m passionate about my role in the water industry because it gives me the chance to protect public health every day. Whether I ’ m helping customers understand their water, responding to concerns like lead and copper, or ensuring reliable lab testing, my work helps strengthen trust and confidence in the water people rely on." - Amy Hamilton

"We need water to survive. That means, clean water is a necessity to maintain our health and routines. Without our Raleigh Water departments working together, our customers would not get the quality water and service that we present every day, and I take pride in being part of that team." - Jodaris Diaz - Hernandez

"My background is in environmental science, and I ’ ve always been driven by a desire to protect and preserve our natural resources. Water is finite, essential to life, and foundational to thriving communities and economies. It sustains ecosystems, supports public health, and fuels economic vitality. Working in the water industry allows me to live at the intersection of people, the planet, and prosperity, ensuring environmental stewardship while delivering essential services that communities depend on every single day. There is something incredibly meaningful about contributing to an industry that safeguards both our environment and our collective future." - Kathleen Jordan

"I am passionate about working in the water industry because it is universal to everyone. I get to work to provide an essential need to the community and it feels great to be able to contribute." - Sophie Jones

"Water is important for everyone ’ s survival. Working behind the scenes to provide safe, palatable drinking water and fire - flow protection is a humble opportunity to serve." - Catherine Willis

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"When I ’ m asked why I ’ m passionate about working in the water industry, my answer has always been the same. Without water, civilization cannot exist—and without clean water, it cannot thrive. That belief grounds everything I do. The work we do in this industry impacts people ’ s lives every single day, often in ways that go unseen but are absolutely essential. Providing clean, reliable water and wastewater services protects public health, safeguards the environment, and strengthens the resilience of our communities. Knowing that my work plays a role in something so fundamental, supporting not just today ’ s needs, but future generations, gives my career deep purpose. The water industry allows me to lead through service, solve complex problems, and contribute to something bigger than myself. It ’ s meaningful work, and it ’ s work I ’ m incredibly proud to be part of." - Carla Meadows What advice would you give your younger self about your career today? "I would tell my younger self - You are a warrior. You are a survivor. You have purpose. You are deeply loved, and you absolutely belong. Every dream that God placed in your spirit is achievable. The path to your success will not be linear, it will curve. But those curves will not break you; they will shape you. They will build your resilience, strengthen your faith, and expand your vision for not only for what lies ahead, but for what surrounds you." - Martesa Webb What advice would you give to other young women about building their careers and futures? "My advice would be to get comfortable being uncomfortable. Depending on your field, you may often find yourself as “ one of one ” or “ one of very few ” women in the rooms you walk into, but do not let that deter you from pursuing your career or passion." - Cydney Terry "Find what truly ignites your passion and pursue it with everything you have. No matter who or what stands in your way, refuse to be limited - break every ceiling, rise from every challenge, and keep pushing forward with confidence in your own strength and resilience. As Maya Angelou said, ‘ We may encounter many defeats, but we must not be defeated, ’ let that be your reminder that your perseverance is the force that will carry you to places beyond your dreams." - Haley Page " Own your voice early. You do not need to shrink yourself to make others comfortable, and you do not need to have everything figured out to take up space. Seek mentors, ask questions, and step into opportunities even when you don ’ t feel 100% ready. Growth rarely comes from waiting until you feel perfectly prepared. At the same time, stay grounded in your values. Skills can be developed; integrity and self - awareness are what sustain a career. Most importantly, define success on your own terms. Your career is not just about titles or accolades. It ’ s about building a life that aligns with your purpose, your passions, and your well - being." - Kathleen Jordan

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Governor Stein Announces Wastewater Professionals Appreciation Day

Faces Behind the Flush: Celebrating the People Safeguarding Our Community ’ s Safe Water Contributed by: Phoebe Trogolo Carla Meadows

Governor Stein proclaimed February 25th as Wastewater Professionals Appreciation Day, stating,

“ water is the most valuable and vital natural resource, and the state of North Carolina is

committed to guaranteeing access to clean water across the state and ensuring the health and safety of all those living in and visiting North Carolina. ” That is exactly what we do here! Did you know that there are three city owned and operated wastewater plants serving approximately 650,000 folks? That ’ s more than half a million people flushing toilets, taking showers, and washing their hands. All that water flows

back to the plants, where it ’ s cleaned and sent back to your homes.

While Raleigh Water is always here to protect and provide water, we know it is easy to forget what happens behind the scenes and how hard our crews work to maintain this excellence. Today, we not only want to thank our wastewater staff but also ask them one question: What ’ s something you wish people knew about working in the wastewater industry? "Wastewater doesn ’ t take holidays, and neither do the system operators who manage it. There is always someone overseeing the system, either at one of our wastewater treatment plants or as part of a call crew responding to emergencies. Raleigh Water may have holidays off, but that doesn ’ t mean system operators stop working." – Michael Carpenter "We are people too. We understand the impact when something isn ’ t working the way it should. When there ’ s an issue, we don ’ t ignore it. We work diligently to fix it, no matter the weather or time of day. This job isn ’ t just 'gross.' It ’ s skilled, demanding, and critical work. There ’ s a tremendous amount of effort involved in keeping the collection system functioning properly and preventing environmental damage. When systems fail, we feel that responsibility deeply. This field fosters a strong sense of teamwork and accountability. We rely on each other. We take pride in what we do. And we know that our work protects public health and the environment every single day." – Matthew Patton "Working in the wastewater industry is a fulfilling career, knowing that the work you do protects the environment, sustains our vital utility systems for health and quality of life, and improves infrastructure for future growth. As technology advances, it provides lifelong career opportunities for the next generation." – Stephen Calverley

"I wish people understood the impact of not having skilled professionals in this industry and the amount of time devoted to keep everything running smoothly." – Bryan Chavis (cont ’ d on next page)

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"Becoming a public server is a privilege and working for wastewater has its challenges. We become the 'Invisible' Heroes as our work takes place behind the scenes compared to others, we take pride in making modern, civilized life possible. We protect the environment by cleaning water and returning it to nature, preserving ecosystems for future generations. We protect Public Health by helping prevent the spread of diseases and ensure safe, clean communities. Overall, while the work can be physically demanding 365 days (24 hours a day) and sometimes unpleasant, we take pride on knowing we have the ability to make a change daily." – Manuel Lopez "Working in this industry gives staff a great sense of purpose and satisfaction, knowing they provide essential services to customers while protecting the environment. This work is often unseen; customers typically don ’ t think about the sewer system or the vital role it plays in their lives until an issue arises. Our staff enjoy the opportunity to make people's lives better on a daily basis. It should also be noted that our staff sacrifice a lot to provide these services. They work very long hours, in difficult and often dirty conditions. They often have to sacrifice time off on weekends and holidays, some times working around the clock, to ensure the system continues to function. This significant sacrifice is often unnoticed by the public and frequently taken for granted by both internal and external stakeholders." – Christopher Worthy On behalf of utility leadership, we are proud that this proclamation recognizes the vital role wastewater professionals play in protecting public health, safeguarding our environment, and ensuring access to clean water for communities across the state. Your daily work, often unseen and under - recognized, is essential to the health, safety, and well - being of all North Carolinians. The Governor ’ s proclamation also highlights the importance of wastewater monitoring efforts, carried out in partnership with the North Carolina Department of Health and Human Services, which rely on the dedication and professionalism of staff like you to provide critical public health data and respond to emerging health threats. We want to extend our sincere appreciation for your hard work, expertise, and commitment to service. Your contributions make a meaningful difference, and we are grateful for the pride you take in your work and the sacrifices you make to keep our communities safe and healthy.

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Celebrating the CC&B Employee Engagement Team – Our Difference Makers!

The CC&B Employee Engagement Team (EET) continues to have a meaningful and lasting impact on our workplace culture. The EET members include: Kathleen Bass, Annie Griffin, Cierra Johnson, JaN ’ et King, and Donna Taylor, and this team consistently brings energy, fun, and spirit to the CC&B team—creating moments of connection and joy amid our busy, fast - paced work environment. Their efforts provide a much - needed break from the daily and ongoing work we manage, helping lift morale and strengthen team bonds. The team also hosted a Color Party , where staff selected a color and brought in coordinating snacks to share. This creative and simple idea added excitement and encouraged participation across the team.

The EET did an excellent job bringing Customer Service Week to life with the theme Mission Possible . It was a full week of fun, made possible through creative planning, thoughtful activities, and seamless execution. They energized employees, reinforced the importance of exceptional customer service, and made everyone feel appreciated, turning the week into a meaningful and motivating experience that truly reflected our mission and values. One standout event was the Friendsgiving celebration , which filled the office with the comforting smells of home cooking and featured a delicious spread prepared by our many talented cooks. It was a true reminder of community and togetherness. And of course, the annual Christmas Secret Santa and Ugly Sweater Contest remain a favorite tradition—there ’ s nothing quite like the surprise of a thoughtful gift appearing at your workspace to brighten the day or having an opportunity to share with a colleague just how “ ugly ” their clothing is.

What makes the CC&B Employee Engagement Team truly special is their dedication. They generously contribute their own time, resources, and commitment to ensure these experiences are positive, inclusive, and memorable for everyone. Their efforts make a tremendous difference in our culture, and their impact is felt well beyond each event.

We are incredibly grateful for their passion, dedication, and heart. They truly are DIFFERENCE MAKERS .

From the entire CC&B Team ….

EET, A SINCERE THANK YOU FOR EVERYTHING YOU DO FOR US!

We would not be the same without you!

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Contributed by: Kaitlin McClaskie

Water Distribution wore red last month on Feb 6th to celebrate Red Shirt Day in honor of Heart Health Month. The event served as a reminder of the importance of caring for our hearts through awareness, healthy choices, and mutual support. It was inspiring to see so many team members participate and come together for a great cause. Moments like these highlight the strength of our team and our shared commitment to well - being.

Annual Wellness Assessment Open Until July 31 Get your premium discount for 2027! This voluntary program is designed to support and improve employee health and wellness. Completing the three AWA requirements will also make you eligible for the 2027 health insurance premium discount. Online Health Risk Assessment This questionnaire assesses potential health risks based on your lifestyle, medical history, and environmental factors. Complete the online HRA by logging into the WebMD ONE portal. •

• Biometric Screening You have two options for completing your biometric screening by July 31.

Healthcare provider: If you completed a physical with your healthcare provider between Aug. 9, 2025, and July 31, 2026, print the Healthcare Provider Form and ask your provider to complete it. Once the form is complete, submit it using the provided instructions. On - site biometric screening: Employees and medically covered spouses are welcome to attend. WakeMed will collect and upload your biometric data to the WebMD ONE portal on your behalf. Register now.

One Additional Wellness Activity

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Aaron Levitt —Engineering Manager for Capital Improvements Program Aaron has many years of experience in civil and municipal government, with a background that includes private - sector consulting and leadership roles in local government. With the Town of Holly Springs, he served as Deputy Director for Utilities and Infrastructure and spent more than a decade delivering major utility, transportation, stormwater, facilities, and environmental projects during a period of rapid growth. Most recently he served in a capital project leadership role with the Town of Cary and his focus was on improving project management information systems (PMIS). Aaron has a collaborative leadership style and values mentoring staff, and is looking to bring clarity to complex programs, as well as creating practical systems that support successful project delivery and informed decision - making. Pradeep Sudini —Engineering Manager for Asset Management Pradeep has numerous years of consulting engineering experience in water resources engineering. His expertise includes hydraulic and hydrologic modeling, wastewater and stormwater system planning, flow monitoring, and data - driven infrastructure management. He has led utility modeling projects nationwide, served as a technical leader in his most recent role with an engineering consulting firm, and is an active contributor to industry organizations (like the Water Environment Federation). Pradeep has significant experience in collaborating with multi - disciplinary teams, as well as working closely with ArcGIS and GIS teams. He looks forward to supporting Raleigh Water ’ s mission through innovative and sustainable solutions. Kaleb Lee —Health & Safety Specialist Kaleb will be supporting both our Water Treatment Plant Division and Resource Recovery Division, working closely with staff to strengthen our safety culture and support day - to - day operations. He brings a strong background in environmental science, public health and field - based safety practices, with experience in hazard identification, risk assessment and safety training. Over the next several months, Kaleb will be spending time in the field shadowing operators and mechanics across all treatment and recovery facilities, as well as working alongside our Safety Team during field activities and training sessions. This approach is intentional and will help him gain a full understanding of our operations so he can best support you.

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New Roles/Promotions: Darrell Crews —Resource Recovery Division Manager Tim Beasley — Engineering Manager for Development Review Cydney Terry — Engineering Supervisor for Development Review Robin Scudelari — Resource Recovery Laboratory Manager James D ’ Alessio — Health & Safety Analyst

Mike Jones retired from the EM Johnson WTP in January after 23 years, most recently in the role of Chief Operator. We would like to thank him for his significant impact in our department and his dedication to the staff and the public.

We wish him all the best in his new chapter of enjoying his well - earned retirement!

If you have new staff or updates to positions/promotions/retirements, please share them in the next newsletter so that we can recognize all of our employees!

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3 Underrated Practices that Drive Productivity and Employee Engagement Written By: Donald Thompson CEO and Entrepreneur

All great organizations share one characteristic: highly engaged employees. When employees are engaged — when they feel an emotional connection toward their work, colleagues and company —they invest more discretionary effort. Engagement is the fuel that sparks innovation, strengthens customer relationships, and drives productivity. Yet despite the powerful connection between engagement and performance, too many companies fail to treat engagement as a business strategy. So, how can leaders boost engagement in meaningful, measurable ways? While compensation, flexibility and benefits all matter, below are three underused but powerful practices that can elevate engagement, deepen trust, and enhance productivity across your workforce. 1. Prioritize intentional conversations I n many organizations, the pace of business leaves little time for leaders to have meaningful conversations with their direct reports. But skipping these touchpoints comes at a cost. According to Gallup, personalized conversations are the most effective way for managers to influence employee engagement. These conversations are not status updates — they ’ re opportunities for active listening and connection. When leaders make time to hear their employees ’ ideas, concerns and goals, they demonstrate that each person ’ s contribution matters. 2. Trust employees with autonomy Trust is the foundation of engagement. When employees feel empowered to make decisions and take ownership of their work, they respond with higher levels of motivation and creativity. But too often, leaders confuse control with accountability. Instead, set clear expectations and give employees the flexibility to determine how they meet them. For high performers, autonomy is a reward that fuels motivation. For those still developing, trust looks a little different. Clear goals, regular check - ins and consistent feedback help these employees build the confidence and capability to thrive. 3. Recognize and reinforce great work Recognition is one of the most effective — and underutilized — tools in a leader ’ s toolkit. “ When employees feel valued, organizations benefit from stronger engagement, higher performance, and greater innovation. ” Recognition doesn ’ t have to be elaborate or expensive. It ’ s about acknowledging contributions in real time — when the effort and impact are fresh. Send a handwritten note. Give a quick shout - out in a team meeting. Publicly highlight achievements that align with your company ’ s values. The human equation behind productivity It ’ s tempting to focus on efficiency metrics, automation, or new technologies to drive productivity gains. But the real differentiator in every organization is human energy — the discretionary effort employees give when they feel valued and inspired. Employee engagement requires more than short - term initiatives or one - off educational programs. True engagement depends on the organization ’ s culture and its leadership mindset. When leaders listen actively, empower their people, and celebrate their contributions, they cultivate a culture of purpose and performance. When people feel heard, trusted, and appreciated, they don ’ t just work harder—they make everyone around them better.

(Thompson, D. 2025, Dec. 3. Donald Thompson: 3 Underrated practices that drive productivity and employee engagement :: WRAL.com)

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