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HomeMy WebLinkAboutNCS000240_Public Education SOP_20220930City of Charlotte and Mecklenburg County NPDES MS4 Permit Programs Public Education and Outreach Program Standard Operating Procedure Charlotte -Mecklenburg STORM WATER Services M Permit Numbers NCS000240 and NCS000395 Version 1.6 January 2022 0 Public Education and Outreach Program (SOP) Version 1.6 Ef. . Date: January 15. CHARLOTFE- Document Approval The following City of Charlotte and Mecklenburg County staff have reviewed and approved this Public Education and Outreach Program Standard Operating Procedure as of the dates shown below: Na.. Title Signature Date City of Charlotte Craig Miller NPDES MS4 Permit Supervisor �` ��/ 1/19/2022 Shamelle G. Currence Senior Public Information Specialist S. C L.wre viCei 1 n/2022 Mecklenburg County Ashley Smith Environmental Specialist III 1 /4/2021 David Caldwell Water Quality Supervisor 1/4/2021 0 Public Education and Outreach Program (SOP) Version 1.6 Ef£ Date: January CI IARLOYFE_ Document Revision History This Public Education and Outreach Program Standard Operating Procedure document has been revised as of the dates shown below: inEffective Date Lead Author jL Summary of Changes 1.0 9/28/17 Deania Russo Original version 1.1 8/16 /18 Deania Russo General updates 1.2 1/30/20 Deania Russo Genera updates 1.3 12/07/20 Deania Russo General updates 1.4 2/l/2021 Deania Russo General updates 1.5 3/12/2021 Deania Russo General updates 1.6 1/19/2022 Ashley Smith, Sharnelle Currence General updates and updated to new SOP template Public Education and Outreach Program (SOP) Version 1.6 Eff. Date: January 15. CHARLOTTE.. Table of Contents 1. Purpose.....................................................................................................................................................................4 1.1. Program Purpose and Background..........................................................................................4 1.2. Target Pollutants & Audiences................................................................................................4 1.3. Program Organization..............................................................................................................6 1.4. Program Tools..........................................................................................................................7 2. Program Implementation.................................................................................................................................9 2.1. Publications..............................................................................................................................9 2.2. Utility Bill Inserts(UBI)........................................................................................................11 2.3. Promotional Items..................................................................................................................11 2.4 Mass Media.............................................................................................................................11 2.5 Social Media...........................................................................................................................11 2.6 Website...................................................................................................................................11 2.7. Public Events, Presentations and Meetings...........................................................................13 2.8. School Presentations.............................................................................................................13 2.9. Partnerships............................................................................................................................13 2.10. Public Involvement Programs..............................................................................................13 2.11. Business & Trade.................................................................................................................15 2.12 Post Construction Stormwater Ordinance (PCSO) Education..............................................15 2.13. Charlotte -Mecklenburg Certified Site Inspector(CMCSI)..................................................15 2.14. Multi -Family Sewer Collection System Inspection Program..............................................15 2.15. Public Opinion Survey.........................................................................................................16 2.16. Signage.................................................................................................................................16 2.17. Citizen Reporting Tools.......................................................................................................16 3. Program Assessment........................................................................................................................................ 17 0 Public Education and Outreach Program (SOP) Version 1.6 Ef. . Date: January 15. CI IARLOYFE_ 1. Purpose 1.1. Program Purpose and Background The purpose of the Public Education program is to understand public perceptions and attitudes towards protecting and improving surface water quality; to increase public awareness concerning stormwater runoff and surface water pollution and its impacts on water resources, aging infrastructure and landscape; and to educate residents and businesses concerning specific pollutant sources and the steps they can take to reduce stormwater runoff pollution. These objectives satisfy the over -arching goal of fulfilling the objectives of the City of Charlotte's Phase I NPDES Permit and Mecklenburg County and the Six Towns' Phase II NPDES Public Education requirements. 1.2 Target Pollutants and Audiences Since the beginning of Charlotte's NPDES Permit Program in FY1995 and Mecklenburg's NPDES Permit Program in FY2005, Charlotte -Mecklenburg Storm Water Services (CMSWS) has developed and implemented a Public Education and Outreach Program to distribute educational materials to the community and conduct outreach activities focused on the impacts of stormwater discharges to surface waters. In addition to these activities, the public is educated on the steps they can take to reduce these impacts, protect water quality conditions, and how to report stormwater pollution. The Phase I permit with the City of Charlotte and the Phase II permit with Mecklenburg County target a broad representation of the Charlotte Mecklenburg community through mass media and outreach campaigns. Bacteria and sediment have been identified as target pollutants while residential and commercial sectors have been identified as target audience categories with more specific target audiences being multi -family residential complexes, the construction industry, commercial sectors, school -aged children, pet owners and diverse audiences. In order to reach out and provide education to a wide range of diverse audiences, efforts have been expanded through mass media, social media, and other outreach methods. Targeted television and radio ads are used to reach as many people as possible while social media uses look- alike audiences to target various audiences in the commercial and residential sectors with water quality messaging. Research and strategizing have been done to establish priorities and determine effective methods for sharing water quality messages with various audiences and getting more of them involved in volunteering and advocating for protection of water resources. Table 1 below summarizes current target pollutant sources and Best Management Practices (BMPs). 0 Public Education and Outreach Program (SOP) Version 1.6 Ef£ Date: January 15. CHARLOTTE LOTTE Table 1: Target Pollutants and Audiences Audience Target Audiences Target Pollutants BMP Category Homeowners Bacteria / Sediment • Prevention handouts • Media campaign • Presentations • SWAG — pens, cups, bags, T-shirts, chapstick, sunscreen, hand sanitizer, whistles, towels, magnets, water bottles, magnets, reusable bags • Storm Drain Markers • Streamside Snapshot Signs Renters Bacteria / Sediment • Prevention handouts • Media campaign • Storm Drain Markers • Streamside Snapshot Signs Multi -family Bacteria / Sediment • Multi -family Sewer Collection System residential Program complexes • Charlotte Water Grease Reduction Program • Media campaign • Multi -family collection system Residential prevention handouts • Storm Drain Markers • Streamside Snapshot Signs School -aged Bacteria / Sediment • Targeted education at schools children • STEM fairs, festivals, events, parades • Stormy (mascot) • Children's video production • Children's coloring books • SWAG- stickers, cups, T-shirts, magnets, Stormy Plush, tattoos, wildflower seed packs Pet owners Bacteria • Scoop Poop Campaign • Prevention handouts • SWAG — scoop poop bags Commercial Bacteria / Sediment • Targeted mailers sectors & • Prevention handouts businesses • Media Campaign • Storm Drain Markers, including Restaurantspecific 0 Public Education and Outreach Program (SOP) Version 1.6 Ef. . Date: January 15. CI IARLOYFE_ Diverse & under- Bacteria / Sediment . WRRI grant represented • Underserved Community Reach Plan audiences Construction Sediment • CMCSI Program Industry Various trades and Sediment . Targeted mailings businesses • Prevention handouts Commercial Municipal facilities Bacteria / Sediment • IDDE short video / employees . Targeted facility specific training (MH-T and PP-1) • SWAG — lunch boxes, flashlights 1.3 Program Organization The Water Quality Educator with the City of Charlotte is responsible for the overall management and oversight of the City's Public Education Program. The Environmental Specialist III position in the Education group of Mecklenburg's County Land Use and Environmental Services Water Quality Program (LUESA-WQP) is responsible for overall management and oversight of the County's Education Program, which includes the Towns of Cornelius, Huntersville, Davidson, Pineville, Matthews, Mint Hill, Charlotte Mecklenburg Schools (CMS), and Central Piedmont Community College (CPCC). The two programs work to develop and implement programs, tools and schedules for the City's and County's Public Education Programs. A Work Plan is developed annually before the start of each fiscal year that outlines the roles and responsibilities of Mecklenburg County and the City of Charlotte staff to ensure the public education activities are being implemented well. Quarterly meetings are held to keep track of progress needed to meet all program and permit requirements and to discuss program effectiveness and ideas for improvement. 1.4 Program Tools The following information summarizes the programs and tools implemented to fulfill the City's Phase I NPDES Public Education requirements and Mecklenburg County and the Towns' Phase II NPDES Public Education requirements: Publications Publications are developed and printed in order to increase public awareness concerning stormwater runoff, surface water pollution and its impacts on water resources, infrastructure and landscape and to educate residents, businesses and industry concerning specific pollutant sources and the steps they can take to reduce urban storm water runoff pollution. Utility Bill Inserts (UBI) Promotional Items Utility Bill Inserts (UBIs) are double -sided, paper fliers included with Charlotte Water Utility bills. 0 Public Education and Outreach Program (SOP) Version 1.6 Ef£ Date: January 15. CI IARLOYFE_ Promotional items ("swag") serve to reinforce CMSWS messages and are purchased as needed and distributed at public events and presentations. Mass Media Social Media The CMSWS media campaign includes mass media channels such as television and radio and serves as a source for the promotion of educational messaging, upcoming events and presentations along with education and volunteer opportunities. The CMSWS media campaign includes social media channels on Facebook, Instagram, Twitter and YouTube and serve as a source for the promotion of educational messaging, upcoming events and presentations along with education and volunteer opportunities. Website CMSWS maintains a website (StormWater.CharMeck.org) which serves as a source for the promotion of educational messaging, upcoming events and presentations along with education and volunteer opportunities. Public Events, CMSWS participates in a variety of public events, presentations and Presentations and meetings. These events and presentations are often in partnership with Meetings various organizations in order to reach as large a segment of targeted audiences as possible. School Presentations CMSWS leads K-12 school presentations throughout Charlotte and Mecklenburg County. Partnerships CMSWS partners with various organizations in order to reach as large a segment of the targeted audience as possible. Public Involvement The Public Involvement programs provide an opportunity for residents Programs to get involved in volunteer programs aimed at protecting and improving surface water quality. Business & Trade In conjunction with the Illicit Discharge Detection and Elimination program (IDDE), information is developed and distributed to specific industries with information on targeted pollutants and industry -specific steps that can be taken in order to reduce stormwater pollution Post Construction Providing education related to Post Construction practices is an annual Stormwater Ordinance requirement of both the City and County's permits. (PCSO) Education 0 Public Education and Outreach Program (SOP) Version 1.6 Ef£ Date: January 15. CHARLOTTE LOTTE Charlotte -Mecklenburg Local education and certification program about sediment and erosion Certified Site Inspector control for people performing land development and grading activities. CMCSI Multi -Family Sewer An education and inspection program for private multi -family facilities Collection System to help reduce sewer discharges. Facilities are inspected and educated Inspection Program regarding NC regulations for operation and maintenance of sewer collection systems. Public Opinion Survey A survey of public awareness and public opinion regarding stormwater and media campaign messages is conducted each year. Signage CMSWS has installed hundreds of educational signs across the City and County to educate the public about stream restoration projects, promote Adopt -A -Stream (AAS) locations, Creek ReLeaf planting locations, and highlight the location of creek crossings. They also use temporary signage to promote the Scoop the Poop campaign, swim advisories, algal bloom warnings, and other circumstantial information. Customer Reporting Customers are encouraged to report pollution or illegal dumping Tools through 311, the website, or the CLT+ smartphone app. 2. Program Implementation The following information summarizes the programs and tools implemented to fulfill the City's Phase I NPDES Public Education requirements and Mecklenburg County and the Towns' Phase I1 NPDES Public Education requirements. 2.1. Publications The following provides a comprehensive list of publications currently maintained by CMSWS. This list is reviewed yearly to determine if any should be updated, printed or ordered during the following fiscal year. Service Requests • A Brief Look at Charlotte -Mecklenburg Storm Water Services (booklet, online) • Citizen Requests for Storm Water Services (brochure, 2014) • Neighborhood Pollution Door Hanger • Environmental Notice Flooding • "After the Flood" packets with health, safety, and flood repair information (2020) • Buying or selling property in a floodplain (2020) 0 Public Education and Outreach Program (SOP) Version 1.6 Ef£ Date: January 15. CI IARLOTI'E_ • "Despues de La Torrenta" Spanish version of "After the Flood" • "In a Flood, Who Does What" (handouts/ pdf online) • Turn Around/Don't Drown (card) • Do you have Flood Insurance? (card) • Flood Information & Notification System (FINS) • Flood Insurance Facts and "How To" Guide (fact sheet, online) • Buyout Information (2020) • Risk Reduction (2020) • Flood Insurance Flier and Fact Sheet • Floodplain Acquisition handouts • Floodplain Buyout Program (brochure, 2019, online) • Flood Safety (brochure, online) • Floodplain Flash (newsletter, 2020, online) • In the Time it Takes to Open an Umbrella (card, online) • Street flooded? Turn Around, Don't Drown! (card, online) • Usted Y sue auto pueden ser arrastrados en una inundation repentina (card, online) • Recovering from a flood in your home or business (packet of various fliers and handouts, 2020) • Report a Stormwater Concern (English, Spanish, 2020) • Stream Restoration (brochure, 2020) • Easement (brochure, 2020) Pollution Prevention Fact Sheets for the following information (from Pollution Prevention portion of the website): • BMPs for Managers of Apartments and Condos • BMPs for Coal -Tar -Based Sealants (English, Spanish) • BMPS for Vehicle and Equipment Repair • BMPs for Indoor Cleaning Industry (English, Spanish) • BMPS for Commercial Property Management Industry • BMPS for Concrete Industry • BMPS for Landscape Maintenance Industry • BMPS for Municipal Contractors • BMPS for Painting Industry • BMPS for Swimming Pools and Spas (2019) (English, Spanish) • BMPS for Pressure Washers, Vehicle Detailers, and Other Surface Cleaning Operations • BMPs for the Food Service Industry (2019) (English, Spanish, Chinese) • BMPs for Clean Boating • Outdoor Washing Activities: Commercially Available Containment, Collection and Filtering products for Stormwater Compliance • Acceptable Practices for Disposal of Wash Water from Pressure Washing, Vehicle Detailing and Other Surface Cleaning Operations • BMPs for Rooftop Work • BMPs for the Stone Cutting Industry • Pollution Prevention a Guide to Yard Waste and Lawn Care 0 Public Education and Outreach Program (SOP) Version 1.6 Ef£ Date: January 15. CI IARLOTI'E • Automotive BMP Poster • BMPs for Breweries • BMPs for Pavement Sealing (English, Spanish) • BMP for Well Drillers (2020) • BMP for Pressure Washers (2020) School Education Programs • Stormy Activity Booklet • Educational Offerings Sheets Yard Care • Dispose of Leaves Properly (postcard) • Invasive, Exotic Plants: A Guide to Identify and Control these Unwanted Plants (Fact Sheet) • Invasive Exotic Plants of Charlotte and Mecklenburg County, A guide to identifying and removing invoice exotic plants in our community (booklets) • Lawn Care brochure for after a construction project is complete. Pet Waste • Scoop the Poop (postcards) General Stormwater • Understanding Your City -County Water Services (Booklet) • Photo Book of Storm Water Features (booklet, 2006) • Only Rain Goes Down the Storm Drain (booklet, 2007) SCM Maintenance • Bioretention Maintenance Guide — Fact Sheet • Wet Pond Maintenance Guide — Fact Sheet • Dry Detention Maintenance Guide — Fact Sheet • Sand Filter Maintenance Guide — Fact Sheet • Stormwater Wetland Maintenance Guide — Fact Sheet 2.2. Utility Bill Inserts (UBI) Utility Bill Inserts (UBIs) are double -sided paper fliers included with Charlotte Water Utility bills. Charlotte Water manages the printing contract and topics are discussed and decided upon by the Umbrella Team. UBIs are designed by a creative vendor and the design and content is reviewed and approved by the Umbrella Team. As of FY2021, UBIs were sent to approximately 284,632 customers once a month and to an additional 17,947 customers with semi-annual accounts twice a year. CMSWS included stormwater-related information about a variety of topics in 6 UBIs in FY21. 2.3. Promotional Items 0 Public Education and Outreach Program (SOP) Version 1.6 Ef. . Date: January 15. CHARLOTTE_ Staff works together to order and maintain a variety of promotional products so they are available for use at public events and presentations. These items are branded with the CMSWS logo and carry various water quality, flooding, infrastructure and volunteer messaging. Branded umbrellas, water bottles, pet waste bag dispensers, and magnets are examples of promotional items that have been used at public events and presentations. 2.4. Mass Media CMSWS coordinates a media campaign that includes the overall brand/business, flood, water quality, infrastructure and volunteer. Coordination of mass media activities is led by the Umbrella Team that includes staff from both the City of Charlotte and Mecklenburg County. The Umbrella Team also has a contract with outside vendors for the purchase of media such as television and radio. The Umbrella Team also has a contract with outside vendors for the purchase of creative assets for use in the media campaign. A strategic plan is created for guiding each contract with vendors. Creative content is used for paid media spots. This could include traditional media markets that include television, Over -the -Top (OTT) television, radio, billboards and print. This could also be digital marketing forums such as digital display ads, Pay -Per -Click (PPC), online news articles, and data fusion methods. 2.5 Social Media The CMSWS media campaign includes social media channels on Facebook, Instagram, Twitter and YouTube and serves as a source for the promotion of educational messaging, upcoming events and presentations along with education and volunteer opportunities. Information about CMSWS' social media accounts is in Table 2 below. The media team (the Umbrella Team, The Agency, and Saturday Brand) meets monthly to evaluate how all the individual campaigns are working, what work needs to be completed moving forward, and identify additional ideas they may increase the exposure for initiatives that may be currently running. This team identifies the needs for the upcoming months on social media, works to finalize topics, and then also proofs all ideas generated by Saturday Brand. This team conducts multiple reviews of social media before CMSWS staff enters all the post information into the scheduling program Sprout Social. Posts are monitored for responses and select team members respond to posts from the public. This program also allows the media team to track how well posts perform and compare data month to month, post to post. 0 Public Education and Outreach Program (SOP) Version 1.6 Ef. . Date: January 15. CHARLOTTE Social Media Name Handle URL Account Facebook Charlotte- @StormWaterCM https://www.facebook.com/StormWater Mecklenburg CM/ Storm Water Services Twitter Charlotte- @StormWaterCM https://twitter.com/StonnWaterCM Mecklenburg Storm Water Services Instagram Charlotte- @StormWaterCM https://www.instagram.com/stormwaterc Mecklenburg m/ Storm Water Services YouTube Charlotte- N/A https://www.youtube.com/user/StorrnWa Mecklenburg terServices Storm Water Services 2.6 Website The Umbrella Team also works to make sure that all content on the CMSWS website (http://StormWater.CharMeck.org) is up to date. Information on the website is reviewed annually and the need for new pages and updates are assessed as needed. The website houses information on all of the CMSWS programs and provides a link to authorized social media accounts (listed below). 2.7 Public Events, Presentations and Meetings Team members attend several long-standing events throughout the year and may attend public meetings that are more spontaneous. Examples of long-standing events include Earth Day, the Real Estate Expo, the City of Charlotte's Landscaper Contractor's Breakfast, the annual Surveyor's Workshop, UNCC's STEM Education Day, GIS Day, Career Days, and Science Fairs. Team members may also attend events/public meetings that are one-time events associated with CMSWS projects or related community events. Attendance at these public events/meetings requires preparation and maintenance of a display, educational handouts, interactive games, and promotional products. Staff also conduct follow-up with contacts made at these events. Events may also be in a virtual format. To be in compliance with the American Disabilities Act, our program offers accommodations to our programs by request. These accommodations include but are not limited to: meeting and presentation transcription services, alternative text options on web based images and information, location modification and translation services. 0 Public Education and Outreach Program (SOP) Version 1.6 Ef£ Date: January 15. CI A LOTTE 2.8 School Presentations Teachers are contacted multiple times throughout the year to inform them of upcoming events as well as ongoing presentations and educational offerings. The Public Education team meets quarterly to review and update presentations and content. The team works with teachers to coordinate scheduling and delivery of presentations. Presentation information such as presentation given, number of students, and school watershed information is tracked via spreadsheet. School presentations occur throughout the year as our participation is requested in in -person or virtual formats. School presentations that are currently offered are listed below: • Floodplain Model (All ages) • Story Time (Pre-K - 2nd grade) • Common Water (3rd - 6d' grades) • Journey of a Raindrop (K - 2nd grade) • Enviroscape and Video (3rd - 6th grade), and • Career Video and Power Point (9th — 12th grades) • Macroinvertebrate Mayhem (3rd- 61h grades) • Biotic Indices (7th- 12th grades) These presentations are approximately 45 minutes in length but can be modified to fit a teacher's schedule. CMSWS can also provide a visit by Stormy the Storm Water Turtle and sometimes give out promotional items as prizes. 2.9 Partnerships CMSWS is a member of the Regional Stormwater Partnership of the Carolinas which is a non-profit partnership that includes municipalities throughout the region that collaborate on education and outreach, among other initiatives, to meet NPDES stormwater permit requirements. CMSWS also partners with other organizations throughout the year, such as the Catawba Riverkeeper Foundation, to facilitate presentations, seminars and volunteer activities. 2.10 Public Involvement Programs The following information summarizes public involvement programs which serve to educate residents about a variety of stormwater-related topics. More detailed information can be found in the Public Involvement and Participating SOP. Adopt -A -Stream (AAS) Volunteers agree to adopt a local stream segment or lake shorelin remove trash and visually assess and report water conditions a minimum of twice a year. One-time cleanup opportunities are als available. 0 Public Education and Outreach Program (SOP) Version 1.6 Ef. . Date: January 15. CI IARLOTI'E_ Adopt -A -Drain (AAD) Pilot program in collaboration with the Town of Matthews. Volunteers adopt a storm drain and commit to maintaining that drain twice a month and prior to any significant storm events. Storm Drain Marking Volunteers glue markers on storm drains, alerting others not to S( DM) dump anything down the storm drain and how to report someone you see dumping. Volunteer Monitoring WM) Volunteers can participate in our Streamside Snapshot program, our Streamside Assessment program, or our Streamside Chemical Monitoring program. All reports can help identify pollutions sources and data about the water conditions are sent back to CMSWS. The Big Spring Clean Event A one -day event where volunteers remove trash from streams at T( BSC) multiple locations throughout the City and County or hold a cleanup event of their own. Creek ReLeaf A one -day event where volunteers plant bare root seedlings in floodplains. Volunteers conduct maintenance on trees planted during Creek Tree Maintenance ReLeaf events to help with survival rates. Volunteer Recognition As a "Thank You" to our volunteers an appreciation event is Event held to honor them and the work they have accomplished. Citizen Reporting Tools Citizens are encouraged to report pollution or illegal dumping to 311 or use the CLT+ smartphone app. Storm Water Advisory A volunteer committee, comprised of local citizens, meets Committee regularly to review CMSWS policies and programs and receive input from the public. 2.11 Business & Trade Each year CMSWS works to implement IDDE education and outreach for various business sectors. CMSWS staff meet to review data about illicit discharges and pollution sources and decide on one or two sectors to target in an education campaign. Examples of past target sectors include pet care centers, stone cutting, well drillers, pressure washers, and pool maintenance. Targeted education may include review of Pollution Prevention fact sheets and/or developing new ones as needed, mailing education materials to businesses, social media posts, workshops, ordering and distributing new promotional materials, and/or determining and implementing creative ways to reach the target audiences. 0 Public Education and Outreach Program (SOP) Version 1.6 Ef. . Date: January 15. CHARLOTTE LOTTE 2.12 Post Construction Stormwater Ordinance (PCSO) Education Education related to Post Construction practices is an annual requirement of both the City's and County's permits. CMSWS looks to facilitate or partner with another organization to hold at least one workshop a year on this topic. Education resources are also available on CMSWS' website. Additionally, staff educate industry professionals during meetings. 2.13 Charlotte -Mecklenburg Certified Site Inspector (CMCSI) The Charlotte -Mecklenburg Certified Site Inspector (CMCSI) program was created to provide ordinance -required minimum training for construction site self -inspectors and other interested participants. Upon completion, a certification test is administered and a passing grade is required to obtain the certification. In addition to gaining further knowledge of sediment and erosion control, the certification allows individuals to perform NPDES log book entries on construction sites to maintain compliance with the City of Charlotte/Mecklenburg County Soil and Sedimentation Control Ordinance. 2.14 Multi -Family Sewer Collection System Inspection Program This is a program to provide education and inspections of multi -family residential communities to help prevent sewer overflows since they've been identified as a significant source of sewer overflows in Charlotte -Mecklenburg. Different select facilities are inspected each year to educate regarding NC regulations for the operation and maintenance of private sewer collection systems. More detailed information is provided in the Multi -family Residential Sewer Overflow Prevention Program SOP. 2.15 Public Opinion Survey A survey of public awareness and public opinion regarding stormwater and awareness of media campaign messages is conducted each year. The survey consists of 30 to 40 questions and is conducted by mail, website, or landline and cell phone. Results of the survey are considered each year during the annual evaluation of upcoming activities. A survey contract is implemented annually and the Umbrella Team works to select a survey vendor as well as review and determine questions for the survey. The survey goes is conducted in the spring with results being presented by the end of summer. 2.16 Sianage CMSWS has installed hundreds of educational signs throughout the City and County to educate the public about stream restoration projects, promote Adopt -A -Stream (AAS) locations, Creek ReLeaf planting locations, and highlight the location of creek crossings. These signs are routinely assessed for updates. Temporary signage may also be installed to inform residents of circumstantial pollution issues such as high fecal bacteria levels and cyanobacteria blooms in lakes. Temporary signs are also installed as a part of our streamside snapshot program to encourage residents to check the stream near greenways for pollution indicators and report any problems detected. 0 Public Education and Outreach Program (SOP) Version 1.6 Ef. . Date: January 15. CI IARLOYFE_ 2.17 Resident Reporting Charlotte -Mecklenburg Storm Water Services provides citizens with multiple ways to report surface water quality and stormwater issues, both during standard work hours and after hours for emergencies including the 3-1-1 hotline, online submission forms and the CLT+ app. In FY20, the CLT+ app was released. This app replaced the reporting function of the previous Water Watchers app. The app is available for free for both iPhone and Android users and allows you to quickly access common city service requests including stormwater pollution reports. The CLT+ app also includes enhanced user features, such as the ability to attach a photo when submitting a request and the app can be used to submit requests 24/7. 3. Program Assessment City and County staff meet quarterly to communicate about participation in Public Education and Outreach activities and the promotional or programmatic needs that help make these programs successful. All programs are evaluated prior to the next year's work plan, and annually as part of preparing the annual report due to the State of each year. By utilizing data collected from each program as well as data from the annual Public Opinion Survey, we evaluate programs qualitatively and quantitatively to assess if they meet our goals of increasing education, awareness, and involvement of residents in the reduction of water pollution and elimination of illegal discharges. Through this evaluation and review of data, staff determine if any changes are needed. Programs may be removed, modified, or added based on the information we collect.