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HomeMy WebLinkAboutNCS000240_Public Involvement SOP_20220930City of Charlotte and Mecklenburg County NPDES MS4 Permit Programs Public Involvement and Participation Program Standard Operating Procedure Charlotte -Mecklenburg STORM WATER Services Permit Numbers NCS000240 and NCS000395 Version 1.4 January 2022 0 Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 CHARLOTFE- Document Approval The following City of Charlotte and Mecklenburg County staff have reviewed and approved this Public Involvement and Participation Program Standard Operating Procedure as of the date shown below: Name Title jr I Signature Date City of Charlotte Craig Miller NPDES MS4 Permit Supervisor 1/19/2022 Shamelle G. Currence Senior Public Information Specialist S. Curv'e Ater 1/7/2022 Mecklenburg County Ashley Smith Environmental Specialist III 12/ 10/2021 David Caldwell Water Quality Supervisor 12/15/2021 Ken Friday Environmental Specialist II 12/20/2021 Taylor Mebane Environmental Specialist II 12/20/2021 0 Public Involvement and Participation Program (SOP) Version 1.4 Ef£ Date: 12/2021 CI IARLOYFE_ Document Revision History This Public Involvement and Participation Program Standard Operating Procedure document has been revised as of the dates shown below: Version Number Effective Date Lead Author(s) Summary of Changes 1.0 9/28/17 Deania Russo Original Version 1.1 8/22/18 Deania Russo General updates to SOP 1.2 1/30/20 Deania Russo General updates to SOP 1.3 12/07/20 Deania Russo General updates to SOP 1.4 1/19/2022 Ashley Smith, Sharnelle Currence Updated to new SOP template and general updates to SOP Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 15. CHARLOTTE.. Table of Contents 1. Program Overview..........................................................................................................................5 1. l Purpose and Background............................................................................................................5 1.2 Target Pollutants and Audiences................................................................................................5 2. Program Organization....................................................................................................................7 3. Program Description......................................................................................................................7 4. Promotion........................................................................................................................................9 5. Program Implementation.............................................................................................................10 5.1 Adopt A Stream........................................................................................................................10 5.2 Adopt A Drain...........................................................................................................................12 5.3 Storm Drain Marking................................................................................................................14 5.4 Volunteer Monitoring...............................................................................................................16 5.5 The Big Spring Clean................................................................................................................18 5.6 Creek Week...............................................................................................................................20 5.7 Volunteer Recognition Campaign.............................................................................................21 5.8 Citizen Reporting Tools............................................................................................................21 5.9 Creek ReLeaf............................................................................................................................22 5.10 Tree Maintenance....................................................................................................................24 5.11 Storm Water Advisory Committee.........................................................................................25 5.12 Second Saturday......................................................................................................................26 5.13 VolunThursday.......................................................................................................................27 6. Program Assessment.....................................................................................................................28 Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 CHARLOTTE 1. Program Overview 1.1 Purpose and Background The purpose of the Public Involvement & Participation Program is to provide an opportunity for residents to get involved in volunteer activities aimed at protecting and improving surface water quality as well as to give their input on the City's and County's MS4 permit -related stormwater programs. 1.2 Target Pollutants and Audiences 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 general target audiences with more specific 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 opportunities to a wide range of diverse audiences, efforts have been expanded through mass media and social media outreach. A variety of volunteer events are held year-round in different locations which helps to draw many different people. "VolunThursday" events were added to draw people whose weekends are too busy to volunteer. Programs such as Streamside Monitoring and Assessment were added as quick and simple ways for people to get involved, further expanding the volunteer base. Table 1 below summarizes current target pollutant sources and Best Management Practices (BMPs). Table 1: Target Pollutants and Audiences Audience Category Target Audiences Target Pollutants BMP Homeowners Bacteria / • Prevention handouts Sediment • Media campaign • Presentations • SWAG - pens, cups, bags, T-shirts, chapstick, sunscreen, hand sanitizer, whistles, towels, magnets, water Residential bottles, magnets, reusable bags • Storm Drain Markers • Streamside Snapshot Signs Renters Bacteria / • Prevention handouts Sediment • Media campaign • Storm Drain Markers • CHARLOTTE Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 • Streamside Snapshot Signs Multi -family Bacteria / • Multi -family Sewer Collection residential Sediment System Program complexes • Charlotte Water Grease Reduction Program • Media campaign • Multi -family collection system prevention handouts • Storm Drain Markers • Streamside Snapshot Signs School -aged Bacteria / • Targeted education at schools children Sediment • 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 / • Targeted mailers sectors & Sediment • Prevention handouts businesses • Media Campaign • Storm Drain Markers, including Restaurantspecific Diverse & under- Bacteria / • WRRI grant represented Sediment . Underserved Community Reach audiences Plan Construction Sediment • CMCSI Program Industr Various trades Sediment • Targeted mailings and businesses . Prevention handouts Commercial Municipal Bacteria / • IDDE short video facilities / Sediment • Targeted facility specific training employees (MH-T and PP-1) • SWAG - lunch boxes, flashlights Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 15. CHARLOTTE OTTE.. 2. Program Organization Charlotte -Mecklenburg Storm Water Services (CMSWS) consists of the City of Charlotte and Mecklenburg County. Each entity has a distinct role and function for providing stormwater services to residents of both jurisdictions. Coordinating education and involvement activities helps both agencies comply with the National Pollutant Discharge Elimination System (NPDES) stormwater regulations. The Water Quality Educator with the City of Charlotte is responsible for overall management and oversight of the City's Public Involvement & Participation Program. The Environmental Specialist III position in the Education group of Mecklenburg County Land Use and Environmental Services' Water Quality Program (LUESA-WQP) is responsible for overall management and oversight of the County's Public Involvement & Participation 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 CMSWS's Public Involvement & Participation Program. A Work Plan is developed annually before the start of each fiscal year and outlines the roles and responsibilities of Mecklenburg County and the City of Charlotte staff to ensure the public participation and involvement activities are being implemented well. 3. Program Description The following information summarizes the programs and tools implemented to fulfill the City's Phase I NPDES Public Involvement requirements and Mecklenburg County and the Towns' Phase II NPDES Public Involvement requirements. Access to volunteer opportunities is important to everyone, including individuals with disabilities. In order to be in compliance with the American Disabilities Act, each of our volunteer programs offers accommodations for volunteers that include but are not limited to: restructuring volunteer roles, location modification, modifying check in procedures and substituting alternative activities. Adopt -A -Stream (AAS� Volunteers agree to adopt a local stream segment or lake shoreline to remove trash and visually assess and report water conditions a minimum of twice a year. One-time cleanup opportunities are also available. Adopt -A -Drain (AAD). Pilot program in collaboration with the Town of Matthews. Volunteers adopt a storm drain and commit to maintaining that drain once a month and prior to any significant storm events. • CHARLOTTE Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 Storm Drain Marking Volunteers glue markers on storm drains, alerting others not to SDM dump anything down the storm drain and how to report someone you see dumping. Volunteer Monitoring Volunteers can participate in our Streamside Snapshot program, VM our Streamside Assessment program, or our Streamside Chemical Monitoring program. All reports can help identify pollution sources. Data about the water conditions are sent back to CMSWS. The Big Spring Clean A one -day event where volunteers remove trash from streams at Event (TBSC) multiple locations throughout the City and County or hold a cleanup event of their own. Creek Week An event that takes place in March each year with the final Saturday of the event being The Big Spring Clean. The event includes educational opportunities and volunteer events for participants of all ages and is held in cooperation with multiple partners. Volunteer Recognition As a "Thank You" to our volunteers a campaign is completed to Campaign spotlight volunteers from all of our programs. Citizen Reporting Tools Citizens are encouraged to report pollution or illegal dumping through 311, the website, or the CLT+ smartphone app. Creek ReLeaf A one -day event where volunteers plant bare root seedlings in floodplains. Tree Maintenance Volunteers conduct maintenance on trees planted during Creek ReLeaf events to help with survival rates. Storm Water Advisory A volunteer committee comprised of local citizens meets Committee regularly to review and provide input on CMSWS policies and programs and receive input from the public. Second Saturday Events A monthly volunteer event which occurs on the second Saturday of every month where volunteers clean a stream, mark storm drains, or perform tree maintenance on different areas in need throughout Charlotte -Mecklenburg. VolunThursday Events A smaller, monthly volunteer event which occurs on the last Thursday of every month where volunteers can clean a stream, • CHARLOTTE Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 mark storm drains, or perform tree maintenance on different areas in need throughout Charlotte -Mecklenburg. 4. Promotion The following summarizes activities currently used to promote volunteer activities. • Volunteer Marketing Campaign - An annual Volunteer Marketing Campaign is implemented by CMSWS to promote all CMSWS volunteer activities. The campaign uses social media (Facebook, Twitter, Instagram, and YouTube), broadcast media (radio and television), electronic media (website and Pay -Per -Click campaigns), Over the Top (OTT) media, and print (Utility Bill Inserts, flyers, outdoor banners etc.). • Public Presentations and Events - All volunteer activities are promoted through staff presentations provided upon request to a variety of groups. They are also promoted through staff attendance at public events such as Earth Day celebrations, the Soil & Water Conservation District's tree seedling sale, the annual Mecklenburg County Air Quality Forum, and other community events as they come up. • Promotional Fly - A promotional flyer detailing CMSWS volunteer opportunities is distributed during special events and programs. • Website - Information about CMSWS volunteer activities is available through the CMSWS website: http:Z/StormWater.CharMeck.org. CMSWS enhances the availability of this information through Google Pay -per -click campaigns. • Utility Bill Insert - CMSWS volunteer activities are promoted through two Utility Bill Inserts annually. As of FY20, UBIs were sent to approximately 286,632 customers once a month and to an additional 17,947 customers with semi-annual accounts twice a year. • Promotion by other City & County Departments - Charlotte's Housing and Neighborhood Services (HNS) promotes the Adopt -A -Stream and Storm Drain Marking programs as part of promoting HMS's Adopt -A -Street program. Mecklenburg County's Livable Meck and Land Use and Environmental Services agency shares events and volunteer posts via social media. Mecklenburg County also promotes CMSWS volunteer opportunities through their Work Green program. Air Quality also promotes CMSWS in their newsletter to permit holders. Information is also sent out as a part of the Floodplain Flash newsletter. • Adopt -A -Stream Signs - Large road signs (2'x3') are located at stream/street crossings of stream segments adopted by an AAS group. A smaller sign (18"x2.5') is placed beneath the AAS sign with the "adopting" group's name. • Creek ReLeaf Signs - Large road signs (2'x4') are located at Creek ReLeaf planting locations that inform citizens about the purpose of the trees and tells citizens to call 311 for more information or to volunteer. • Streamside Snapshot signs -This program helps monitor the health of local streams with the help of the public. Signs (18"x24") adjacent to streams and along local greenways direct users to send emojis via text or an online form that correspond to the appearance of the stream. Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 5 CHARLOTTE OTTE.. • Volunteer Newsletter - Every month, CMSWS sends out an electronic newsletter through the Public Input tool to over 1,500 recipients detailing upcoming events. 5. Program Implementation 5.1. Adopt -A -Stream Overview: In 1994, the CMSWS Stream Walk Program was expanded into what is currently referred to as the Adopt -A -Stream (AAS) Program. The goal was to involve residents in efforts to inspect streams for sources of pollution and remove trash and debris throughout the City of Charlotte and Mecklenburg County. The current AAS Program provides volunteers, such as individuals, families, organized groups, schools, businesses, and industries, with the resources to learn about and improve water quality in local streams. Volunteers "adopt" stream segment(s) by walking their adopted segment(s) and cleaning it a minimum of twice a year. The AAS Program promotes a sense of community ownership and responsibility for local water resources. One-time cleanup opportunities are also available. Volunteers can also add streamside chemical monitoring to their efforts and CMSWS provides them with a chemical kit and instructions to test the water quality of their adopted stream. Goals: The goals of the AAS Program are as follows: • Remove trash and debris from stream banks and channels Inspect stream conditions and evaluate water quality conditions Increase awareness and involvement of citizens in the reduction of water pollution and establish a sense of community "ownership" for local streams Increase reporting of water pollution problems Equipment and Supplies: The following is a list of equipment and supplies that can be provided to each AAS group for each scheduled stream cleanup: • Rubber -coated gloves • Trash bags • Safety vests • Participant waivers • Field data sheet • Safety Sheet Volunteers can also borrow the following items if available: Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 15. CHARLOTTE • Hip waders • Litter grabbers With the fall and spring season being the busiest times, only so many groups can go out each weekend due to the limited supply of hip waders and litter grabbers. Groups are always given the option to just receive trash bags and gloves. Procedures: The following procedures are followed when an individual, family, organized group or business expresses an interest in participating in the program: 1. Information Request and Stream Segment Search: When a volunteer calls or emails with interest in the AAS program, general program information and a link to the mapping system where they can view stream segments available for adoption are provided. It is the responsibility of the volunteer group's primary contact/leader to scout out possible segments and determine which one fits the needs and abilities of their group. 2. Volunteer Information: After a stream segment has been selected by the volunteer and approved by staff, staff enters the following information into the Volunteer Database: name, email address, address, phone number, how they found out about the program, and the stream segment they are interested in adopting. 3. Contract and Waiver Forms: Once volunteer information has been entered, an automated email containing an AAS contract and safety sheets are sent via the database to the volunteer. All waiver forms, data sheets, and safety sheets are available on the CMSWS Website: http:/lcharlottenc.gov/StormWater/Volunteer/PageslAdoptAStream.as12x 4. Material Pickup: Once the volunteer completes and returns the contract and waiver forms to staff, they can then schedule a cleanup date. At such time, the AAS group may request a training/educational program for their group. CMSWS staff use the TeamUp calendar tool to schedule AAS cleanups. An email is sent the week of a group's cleanup to confirm the cleanup is taking place and to see what supplies will be needed. Supplies in the form of waders, litter grabbers, safety vests, trash bags, gloves, and the necessary paperwork are ready for pick up on the business day before the cleanup day. 5. Material Return: Once volunteers complete their AAS cleanup event, they are asked to complete a field data sheet. This can be completed by filling out the paper form they received with their supplies or completing the online data sheet on the AAS webpage under #7, "Send us your Data". The group will also return any volunteer waivers of new members who have not filled out a waiver for their group's contract period. CMSWS staff then sanitize all materials that were given out. 6. Follow Up: Staff reviews the field data sheet and provides follow up related to trash pickup or water quality problems noted on the form. All of the information on the data sheet is entered into the Volunteer Database. 7. AAS Signs: A sign is offered to a group that has successfully completed two cleanups and sent in all data sheets. No logo or website is permitted on the "adopting" group's sign. If groups adopt multiple segments (3 or more), it is a case -by -case decision if they get more than one sign. Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 CHARLOTTE Incentives: The AAS Program offers the following incentives for participation: • AAS sign • An educational water quality presentation • Service volunteer hours • Potential to be featured in as a volunteer highlight on the newsletter, website, and social media. These groups/individuals may also receive t-shirts, water bottles, or other promotional items as thank you gifts. Evaluation: The following information is currently being collected and recorded: • Total number of stream cleanups conducted each fiscal year • Total number of volunteers participating in the stream cleanups • Total number of volunteer hours (# of volunteers x # of project hours) • Total weight (pounds) of trash and debris removed from the streams • Total number stream miles cleaned • Total number of active AAS volunteer groups • Total number of water quality problems detected • Total number of new groups entering the program 5.2 Adopt -A -Drain Overview: In FY21 Charlotte -Mecklenburg Storm Water Services and the Town of Matthews initiated a pilot program for the Adopt -A -Drain program. The program asks that people adopt storm drains near their homes or work, and then commit to cleaning those drains once a month and prior to any major rainfall. Goals: The goals of the Adopt -A -Drain program are as follows: • Raise awareness that street water flows directly to streams. Provide an opportunity for residents to become involved in activities that will improve water quality. Increase residential awareness of storm drains, water pollution, and illegal dumping. Increase the reporting of damaged drains or pollution. Equipment and Supplies: The following equipment and supplies are provided to each Storm Drain Marking volunteer or volunteer group: • Storm Drain Marking kit (if not already marked) Orange safety vests Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 15. CHARLOTTE • Gloves • Instructions and Safety Sheet • Participant waiver(s) • Trash bags Procedures: The following procedures are followed when an individual, family, or organized group expresses an interest in participating in the program: 1. Volunteer Information: The following information is collected from volunteers: name, email address, phone number, how they found out about the program, and what drain(s) they would like to adopt. 2. Contract, Waiver Forms and SuRply Kit: All needed paperwork is emailed to the volunteer, and once all paperwork is returned along with a photo(s) of the drain(s) being adopted, supplies are prepared for pickup or mailing from the Suttle Avenue location. They also receive a certificate of adoption. 3. Log Sheets: Upon completion of cleaning off their storm drain(s) we ask that volunteers complete our online Adopt -A -Drain data sheet. Staff reviews each log sheet and follows up on any problems that were noted on the form. Some may be sent to the Town of Matthews public works for follow-up. All of the information on the log sheet is entered into the Volunteer Database. 4. Reminders: Email reminders are sent out by Storm Water Services before forecasted heavy rains so that volunteers can ensure the drains(s) are free of debris. Incentives: The Adopt -A -Drain Program offers the following incentives for individuals/groups to participate: • Service volunteer hours • A quick and easy way for residents to volunteer with CMSWS • Potential to be featured in as a volunteer highlight on the newsletter, website, and social media. These groups/individuals may also receive t-shirts, water bottles, or other promotional items as thank you gifts. Evaluation: The following program information is currently being collected and recorded: • Total number of storm drains adopted each fiscal year • Total number of volunteers participating in the Adopt -A -Drain program • Total number of volunteer hours (# of volunteers x # of project hours) • Total number of drains marked • Total number of water quality problems detected • Total number of clogged or damaged storm drains Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 15. CHARLOTTE 5.3 Storm Drain Marking Overview: In 1994, Charlotte -Mecklenburg Storm Water Services, the Earth Coalition (a private environmental group), Burger King, UNC at Charlotte's Department of Health Promotion and Kinesiology and others collaborated to promote water quality education through a storm drain stenciling project. The program started on April 21, 1994 in conjunction with Earth Day and 423 storm drains were stenciled in Charlotte during that first three-month period. In March of 2003, Storm Drain Markers were designed and purchased through the DAS Manufacturing Company. These plastic, rectangular markers replaced the stencils and spray paint of the Storm Drain Stenciling Program as a more effective way to mark storm drains. The markers were designed to include a phone number for individuals to call concerning storm drains or volunteer opportunities and to include the message "Do Not Dump - Drains To Creek" in English and Spanish. The current Storm Drain Marking program is organized in a way that allows individuals, families and organized groups to mark the storm drains in their neighborhoods and around businesses, schools and industrial sites. This educational outreach program serves to communicate the message that dumping in a storm drain is not acceptable and will lead to water pollution in local streams or lakes. The program continues today as an important component of Charlotte's NPDES Phase I Storm Water Permit and Mecklenburg County's and the Towns' NPDES Phase II Storm Water Permit. Goals: The goals of the Storm Drain Marking program are as follows: • Prevent pollutants from entering the storm drainage system and surface waters. • Inspect the condition of the storm drains and report potential illegal dumping. • Increase residential awareness of storm drains, water pollution and illegal dumping. • Provide opportunity for residents to become involved in activities that will improve water quality Equipment and Supplies: The following equipment and supplies are provided to each Storm Drain Marking volunteer or volunteer group: • Storm Drain Markers (printed with the message: "Do Not Dump, Drains To Creek" • Adhesive (1 tube/12 markers for Kit or 1 tube/25 markers for large groups) • Orange safety vests (1/box or 1/volunteer in large groups) • Vinyl gloves (1 pair/box or 1/volunteer in large groups) • Instructions and Safety Sheet Participant waiver(s) Trash bag Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 15. CHARLOTTE OTTE.. Procedures: The following procedures are followed when an individual, family, or organized group expresses an interest in participating in the program: 1. Volunteer Information: The following information is collected from volunteers: name, email address, address, phone number, how they found out about the program, and what area they are interested in marking. They may also be emailed the website link to the interactive SDM map. This information is entered into the Volunteer Database. 2. Contract, Waiver Forms and SDM Kit: The database generates an email informing the volunteers that their kit is in the mail and to return the log sheet and waiver forms at the completion of their project. For large groups, supplies are assembled and volunteers pick up the supplies at the Mecklenburg County LUESA offices. All waiver forms are available on the Storm Drain Marking web page on the CMSWS website: http: //charlottenc.gov/StormWater/Volunteer/Pages/StormD rain Marking.aspx 3. SDM Log Sheets: Upon completion of the marking project, volunteers send a completed log sheet to staff. Staff reviews the volunteer's log sheet and follows up on any water quality problems that were noted on the form. All of the information on the log sheet is entered into the Volunteer Database. Incentives: The Storm Drain Marking Program offers the following incentives for individuals/groups to participate: • An educational water quality presentation • Service volunteer hours • Potential to be featured in as a volunteer highlight on the newsletter, website, and social media. These groups/individuals may also receive t-shirts, water bottles, or other promotional items as thank you gifts. Evaluation: The following program information is currently being collected and recorded: • Total number of storm drain marking projects completed each fiscal year • Total number of volunteers participating in storm drain marking projects • Total number of volunteer hours (# of volunteers x # of project hours) • Total number of drains marked • Total number of water quality problems detected • Total number of clogged or damaged storm drains 5.4 Volunteer Monitoring Overview: • CHARLOTTE OTTE.. Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 In 2010 CMSWS started a pilot Volunteer Monitoring Program. It was believed by staff that if you equip citizens with the knowledge and equipment to evaluate water quality that they would become more aware and help in the reduction of pollution sources. Qualitative and quantitative water quality data is collected by volunteer groups to monitor and assess local stream health. The Volunteer Monitoring Program has been divided into 3 activities: Streamside Snapshot, Streamside Visual Assessment and Streamside Chemical Monitoring. Goals: • Provide opportunity for volunteers to increase knowledge and awareness of local streams and the conditions streams need to be healthy. • Increase monitoring of local streams which could help identify potential pollution sources. Equipment and Supplies: The following equipment and supplies are maintained for use by volunteers participating in the Streamside Chemical Monitoring program. The other programs do not require supplies. • Earth Echo Water Challenge Kit (Test Tab Kit) Gloves (disposable) Safety vests Data Collection Worksheets Procedures: The following procedures are followed when an individual, family, organized group or business expresses an interest in participating in any of the volunteer monitoring programs. Streamside Chemical Monitoring 1. Volunteers are provided a link to an online training or a staff member meets with them to discuss the program. 2. Volunteer Monitoring Locations: Volunteers select a stream location that is safely accessible and has an adequate flow to monitor. A site must be monitored at least twice a month for one (1) year unless a safety or health hazard is presented. Volunteer Monitoring Stream locations are evaluated annually and can change if necessary. 3. Volunteer Information: Volunteer information is tracked in the volunteer database. 4. Contract and Waiver Forms: Volunteer Water Quality Monitoring groups are asked to sign a one-year contract with Charlotte -Mecklenburg Storm Water Services (CMSWS), with the option to renew the contract after each year is complete. All waiver forms are available on the Volunteer Monitoring web page on the CMSWS website: http: //charlottenc.gov/StormWater/Volunteer/Pages/VolunteerMonitoring.aspx The contract requires volunteer groups to do the following: • Monitor a specific stream segment. • Schedule to use equipment and supplies with CMSWS and return when monitoring event is completed. • CHARLOTTE Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 • Collect water quality chemistry and physical stream data and conduct visual monitoring at a minimum of two (2) times a month. • Complete the "Data Collection Worksheet" after each monitoring event and return to CMSWS within 72 hours of completion of monitoring activities. This can be completed by filling out the paper form they received with their supplies or completing the "Volunteer Monitoring Form" on the Volunteer Monitoring webpage. The contract outlines the following services that CMSWS will provide: • By request, a general water quality presentation for the volunteer monitoring group prior to the onset of monitoring activities. • Assistance with initial field monitoring activities upon request. S. Completion of Monitoring Event: Once a monitoring event is completed and all forms received, CMSWS staff reviews the data to make sure that no numbers are outside of the accepted Watch/Action Levels. If there is an exceedance in the data a follow-up is conducted by staff to confirm if there is a water quality issue, and then attempts to locate the source of the issue. If no exceedance is detected, the data is entered into the spreadsheet. Streamside Assessment Streamside assessment volunteers participate in a "Streamside Assessment Workshop" which introduces them to how to visually identify pollution issues within our streams. Volunteers then choose a pollution "hot spot" or nearby stream to routinely observe and submit their findings to CMSWS. Volunteer Monitoring Workshop: Volunteers complete the volunteer monitoring workshops online training module. At this workshop they learn the logistics of the program. This workshop allows volunteers to see the level of commitment required, and it allows them to make sure they are comfortable with the work involved before committing to a contract. Volunteer Monitoring Locations: Volunteers select a stream location that is safely accessible and has an adequate flow to monitor. A site must be monitored at least twice a month for one (1) year unless a safety or health hazard is presented. Volunteer Monitoring Stream locations are evaluated annually and can change if necessary. 3. Volunteer Information: Volunteer information is currently tracked in the EDMS database. 4. Waiver Forms: All waiver forms are available on the Volunteer Monitoring web page on the CMSWS website: http: //charlottenc.gov/StormWater/Volunteer/Pages/VolunteerMonitoring.aspx • CHARLOTTE Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 S. Field Data Sheet: Groups or individuals must complete this form detailing their findings and activities online or by paper form within 72 hours of their monitoring efforts. 6. Completion of Monitoring Event: Once a monitoring event is completed and all forms received, CMSWS staff will review the data and follow up with any water quality issues. Streamside Snapshot Streamside Snapshot is a program where signs are placed along a stream in a highly visible area (greenways, parks, etc.) and ask residents to take photos and text them long with a Q or Q to indicate the condition of the stream. Any issues can then be investigated by staff. There are currently signs along six greenways. Incentives: The Volunteer Monitoring Program offers the following incentives for participation: • An educational water quality presentation • Service volunteer hours Potential to be featured in as a volunteer highlight on the newsletter, website, and social media. These groups/individuals may also receive t-shirts, water bottles, or other promotional items as thank you gifts. Evaluation: The following information is currently being collected and recorded: • Total number of Volunteer Monitoring Groups participating • Total number of monitoring events conducted • Total number of Volunteer Monitoring Volunteers • Total number of volunteer hours (# of volunteers x # of project hours) • Amount of Data Points collected • Total number of water quality problems detected 5.5 The Big Spring Clean Overview: Mecklenburg County has participated in NC Big Sweep since 1999. This was an annual, statewide event held each year that calls volunteers to action to remove trash and debris from creeks, lakes, and rivers. This event included thousands of volunteers and removed over 100,000 pounds of trash from our waterways. In 2015, the non-profit NC Big Sweep went defunct. CMSWS did not want to see the event go away for our residents, so we moved the event to the spring and named the event "The Big Spring Clean." The event is otherwise the same as Big Sweep but is operated strictly within Charlotte and Mecklenburg County. Goal: The goals of The Big Spring Clean are as follows: 0 Remove trash and debris from stream banks and channels • CHARLOTTE OTTE.. Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 Increase awareness and involvement of citizens in the reduction of water pollution and establish a sense of community "ownership" for local streams Increase reporting of water pollution problems Equipment and Supplies: The following is a list of equipment and supplies that can be provided to each volunteer attending the cleanup event: • Rubber -coated gloves • Trash bags • Safety Sheets & Participant waivers • Water • Snacks Volunteers should bring/wear the following items: • Old clothes that can get wet and dirty • Close -toed shoes or boots (or waders if they have their own) • Sunglasses • Sunscreen • Bug Spray Procedures: The following procedures are followed when an individual, family, organized group or business expresses an interest in participating in the event: • Registering for the event: When a volunteer calls or emails with interest in The Big Spring Clean staff directs them to the website for registration and additional information. The website has a link to register for the event and shows a list of cleanup locations. If a volunteer is unable register via the website, staff should complete the registration online for them. Day of the Event: Volunteers report to the site that they registered for. Once onsite they read all safety information and sign any needed waiver forms at the registration table that is staffed by CMSWS. Volunteers then get their gloves, bags, water and snacks, and start their cleanup. When they have completed their cleanup activities, they should dispose of all the trash bags and report back to staff on trash and recycling totals. Site Selection: Multiple sites are selected throughout the City of Charlotte and Mecklenburg County. Efforts are made to include sites in or near each of the City Council and County districts. Sites are also selected based on need and accessibility and an effort is made to rotate through different sites each year. • Event Promotion: The event is promoted through television, radio, news interviews, outdoor banners, the CMSWS website, Utility Bill Inserts, and social media. Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 CHARLOTTE Incentives: The Big Spring Clean offers the following incentives for participation: • Service volunteer hours • Snacks and water at the end of the event Evaluation: The following information is currently being collected and recorded: • Total number of staffed sites • Total number of non -staffed sites • Total number of volunteers • Total miles of streams/shoreline cleaned • Total number of trash bags filled • Total pounds of Trash collected • Interesting items Collected 5.6 Creek Week Overview: FY19 was the first year CMSWS held a Creek Week. The event was created in conjunction with other municipalities across North Carolina. CMSWS works with partnering organizations like Mecklenburg County Parks and Recreation, Mecklenburg County Libraries, Carolina Thread Trail, etc. to develop volunteer and educational events for all ages and abilities. Goal: The goals of Creek Week is for residents to be able to volunteer or attend educational events on multiple days and at multiple locations throughout the City of Charlotte and Mecklenburg County. The event is a great way to introduce residents to both our public involvement and education initiatives. Equipment and Supplies: Equipment and supplies will vary based on the volunteer event being conducted but are consistent with the supplies listed for the events specified in this SOP. Procedures: The following procedures are followed when an individual, family, organized group or business expresses an interest in participating in events: • Registering for events: When a volunteer calls or emails with interest in Creek Week event staff directs them to the website for registration and additional information. The website has a link to register for the event and shows a list of event locations Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 5 CHARLOTTE OTTE.. • Day of Events: Participants report to the volunteer or educational event they registered for. Once onsite they read all safety information, as applicable to the event, and sign any needed waiver forms at the registration table that is staffed by CMSWS. • Site Selection: Event locations are selected throughout the week at various times to accommodate various schedules and encourage participation. Multiple sites are selected throughout the City of Charlotte and Mecklenburg County. • Event Promotion: The event is promoted through television, radio, news interviews, the CMSWS website, and social media. Incentives: Creek Week offers the following incentives for participation: • Service volunteer hours • Snacks and water at the end of volunteer events • Educational and promotional items Evaluation: The following information is currently being collected and recorded: • Total number of event locations • Total number of participants and volunteers 5.7 Volunteer Recognition Campaign Overview: CMSWS staff work on new, creative ways to say "Thank You" to volunteers. As a part of this initiative volunteers can be featured with a Thank You post on our social media channels, have their name listed on our website, have a volunteer spotlight in our newsletter, etc. In FY19 an image was designed to promote volunteering to help keep our streams clean and was printed on magnets and on t-shirts. The shirts are given to our featured groups on social media, and the magnet is distributed to every volunteer that picks up or is mailed volunteer supplies. At the end of each calendar year, a standout Volunteer Group/Individual is named for Adopt -A - Stream, Tree Maintenance, and Storm Drain Marking Programs. This group/individual receives recognition online, a prize, and a certificate. 5.8 Citizen Reporting Tools Overview: Charlotte -Mecklenburg Storm Water Services provides citizens with multiple ways to report water quality issues, both during standard work hours and after hours for emergencies. In FY20, the CLT+ app was released. This app was to replace the reporting function of the previous WaterWatchers 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 Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 15. CHARLOTTE, 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. The App is available for all iPhone and Android devices: • Apple iOS users can download the CLT+ app at iTunes. • Android operating system users can download the CLT+ app at Google Play. Goal: The goal of providing multiple resident reporting tools is to involve residents in identifying stormwater pollution and to make reporting their observations easy. Benefits: CLT+ App The following benefits of the CLT+ App to residents and CMSWS: • Users can report anywhere at any time, 24/7. • Users can send pictures of what they are reporting. Users do not have to worry about using the correct vocabulary to describe the issue. Staff has more information with the report. • The app is free to download. • The app is easy to use and offers a low commitment opportunity to do a good deed. Reporting Hotline (311j The 311 hotline (or 704-336-7600) is a way for citizens to report potential water pollution problems and help improve water quality. The hotline is open Monday -Friday 7:00 am - 7:00 pm (excluding holidays). Outside of regular business hours, callers can report via an automated service that dispatches assistance. Multiple City & County Websites Citizens are able to complete a report online that is accessible via multiple website locations on Mecklenburg County's, the City of Charlotte's, & Charlotte Mecklenburg Storm Water Service's sites (link shown below). All reports are then forwarded to staff for investigation. https:[/servicerequest.charlottenc.gov/service Promotion: The app, 311, and the website are promoted through the CMSWS water quality education campaign. The campaign includes, but is not limited to, the following media outlets: social media (Facebook, Twitter, Instagram, and YouTube), radio (a variety of local stations), television (a variety of local stations), and print (utility bill inserts, flyers, outdoor banners, etc.). The app, 311, and the website are promoted at public events, and public presentations. 5.9 Creek ReLeaf Overview: Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 15. CHARLOTTE Creek ReLeaf is an annual tree planting event which takes place in November of every year. Creek ReLeaf is a collaborative effort between the Charlotte Public Tree Fund and CMSWS to plant bare root seedlings in the floodplain. Other partners through the years have included Central Piedmont Community College, the Sierra Club Central Piedmont Group, and Trees Charlotte. Most of the tree planting areas are Mecklenburg County parcels that are in the floodplain or floodway. Goals: The goals of the Creek ReLeaf program are as follows: • Increase the amount of tree canopy • Help reduce erosion from floodplain • Provide habitat for wildlife • Add vegetation to help filter pollution and absorb flood waters • Provide shade to creeks to reduce water temperatures • Provide opportunity for residents to become involved in activities that will improve water quality Equipment and Supplies: The following equipment and supplies are provided to each Creek ReLeaf volunteer or volunteer group: • Vinyl gloves • Shovels • Wheelbarrows • Bare root seedlings • Tree tubes • Twist ties • Weed mats and staples • Stakes • Instructions and Safety Sheet • Participant waiver(s) Procedures: The following procedures are followed when an individual, family, or organized group expresses an interest in participating in the program: 2. Volunteers are directed to the Creek Releaf page to register 3. Volunteers receive emails leading up to the event with information including location narking instructions. and are provided with a waiver to print beforehand. 4. Volunteers go to the registration the day of the event to check -in then receive instructions S. Volunteers plant trees until they need to leave or until the conclusion of the event 6. CMSWS staff and their partners routinely check on the sites for any maintenance needs in the future. Public Involvement and Participation Program (SOP) Version 1.4 Eff. Date: 12/2021 15. CHARLOTTE Incentives: The Creek ReLeaf offers the following incentives for individuals/groups to participate: Snacks and other handouts at event • Service volunteer hours Potential to be featured in as a volunteer highlight on the newsletter, website, and social media. These groups/individuals may also receive t-shirts, water bottles, or other promotional items as thank you gifts. Evaluation: The following program information is currently being collected and recorded: • Total number of trees planted each fiscal year • Total number of volunteers participating in Creek ReLeaf event • Total number of volunteer hours (# of volunteers x # of project hours) 5.10 Tree Maintenance Overview: The tree maintenance program was developed to support the Creek ReLeaf program. After the initial planting of the bare root seedlings, the sites need to be routinely inspected and maintained to insure the best potential for survival of the seedlings. This program was created for this reason. Volunteers inspect the trees on each site and help straighten weed mats, pull weeds, straighten tree tubes and stakes, and replant if needed. Goals: The goals of the Tree Maintenance program are as follows: • Aid in the proper growth of bare root seedlings planted in the floodplain • Provide opportunity for residents to become involved in activities that will improve water quality Equipment and Supplies: The following equipment and supplies are provided to each Tree Maintenance volunteer or volunteer group: • Vinyl gloves • Shovels • Bare root seedlings (if replanting) • Tree tubes • Twist ties • Weed mats and staples • Stakes • Loppers • Instructions and Safety Sheet Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 15. CHARLOTTE • Participant waiver(s) Procedures: The following procedures are followed when an individual, family, or organized group expresses an interest in participating in the program: 7. Volunteer Information: The following information is collected from volunteers: name, email address, address, phone number, how they found out about the program, and what tree site they are interested in performing maintenance. This information is entered into the Volunteer Database. Volunteers can hold a one- time maintenance event or commit to preforming maintenance on a site a couple of times a year to officially "Adopt" it. 4. Paperwork and Supplies: Volunteers pick up the supplies from the Mecklenburg County offices. These supplies also include safety sheets, instruction guides, and waivers. Volunteers are also provided with training beforehand via staff or through the tree maintenance video on YouTube. All supplies and paperwork are returned to the Mecklenburg County Office within a couple of days after the maintenance event. CMSWS staff then perform any need follow-up with the volunteer group. S. Tree Maintenance Signs: A sign is offered to a group that has a contract and successfully completed two maintenance events. No logo or website is permitted on the "adopting" group's sign. Incentives: The Tree Maintenance Program offers the following incentives for individuals/groups to participate: • Service volunteer hours • Potential to be featured in as a volunteer highlight on the newsletter, website, and social media. These groups/individuals may also receive t-shirts, water bottles, or other promotional items as thank you gifts. Evaluation: The following program information is currently being collected and recorded: • Total number of trees serviced each fiscal year • Total number of volunteers participating in the tree maintenance program • Total number of volunteer hours (# of volunteers x # of project hours) 5.11 Storm Water Advisory Committee Overview: The CMSWS Storm Water Advisory Committee, or SWAC, is a committee made up of local citizen volunteers who represent various public sectors and geographic areas. They meet Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 15. CHARLOTTE monthly with CMSWS staff to review CMSWS programs and provide a forum for public input. The committee's mission is to: • Hear appeals and make decisions related to services charges, credits, adjustments, and violations/enforcements. • Review and recommend to the City Council and Board of County Commissioners stormwater management policy including the PCSO and associated manuals. The public sectors represented by SWAC include: o Schools, hospitals, or o Developer or land development design churches professionals o Industry o General contractors o Environmental o Residential neighborhoods organizations o Financial or legal professionals Information about SWAC is available on CMSWS' website at http: / lcharlottenc.gov/StormWater/Volunteer/Pages/StormWaterAdvisoryCommittee.aspx 5.12 Second Saturday Overview: In June 2017, CMSWS implemented their first "Second Saturday" event. This event was the start of a series of monthly volunteer events that occur on the second Saturday of every month. The purpose of these events is to give volunteers a regular volunteer opportunity that does not require an ongoing commitment. These events take place from 9:00 am -12:00 pm and are either storm drain marking, a stream cleanup, or tree maintenance. Usually, two CMSWS staff members are in attendance to sign -in volunteers, give direction, and answer any questions. These events also help to service areas in need where volunteers do not regularly get to service. Goal: The goals of Second Saturday are as follows: • Remove trash and debris from streams. Mark storm drains in unmarked areas of town. Provide maintenance to Creek ReLeaf tree planting sites that are not currently adopted. • Provide volunteer opportunities for residents on a regular basis with low commitment. Procedures: The following procedures are followed when an individual, family, organized group or business expresses an interest in participating in the event: 1. Registering for the event: There is a Sign-up Genius for each event. Volunteers emailing about the event are given the event details and the link to the Sign-up Genius. 2. Contact volunteers: CMSWS contact volunteers the day before the event via Sign -Up Genius to give information about parking, what to bring, weather, points of contact, etc. • CHARLOTTE OTTE.. Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 Day of the Event: Volunteers report to the set location and sign the volunteer waiver (if they did not register beforehand), pick up the necessary supplies, then are given instruction about the day's event. Incentives: Second Saturday offers the following incentives for participation: Service volunteer hours • Snacks and water at the end of the event Evaluation: The following information is currently being collected and recorded for each event: • Total number of volunteers • Event locations • Total miles of streams/shoreline cleaned • Total number of trash bags filled • Total pounds of trash collected • Interesting items collected • Total number of trees maintenance • Total number of storm drains marked 5.13 VolunThursday Events Overview: In June 2020, CMSWS implemented their first "VolunThursday" event. This event was the start of a series of monthly volunteer events that occur on the last Thursday of every month. The purpose of these events is to give volunteers a regular volunteer opportunity that does not require an ongoing commitment and allows those who are busy on weekends to volunteer on a weekday. These events take place from 11:00 am - 12:00 pm and are either storm drain marking, a stream cleanup, or tree maintenance. Usually, one CMSWS staff member is in attendance to sign -in volunteers, give direction, and answer any questions. These events also help to service areas in need where volunteers do not regularly get to service and are smaller in scale. Goal: The goals of VolunThursday are as follows: • Remove trash and debris from streams. Mark storm drains in unmarked areas of town. Provide maintenance to Creek ReLeaf tree planting sites that are not currently adopted. • Provide volunteer opportunities for citizens on a regular basis with low commitment. Procedures: The following procedures are followed when an individual, family, organized group or business expresses an interest in participating in the event: • CHARLOTTE OTTE.. Public Involvement and Participation Program (SOP) Version 1.4 Ef. . Date: 12/2021 1. Registering for the event: There is a Sign-up Genius for each event. Volunteers emailing about the event are given event details and the Sign-up Genius link. 2. Contact volunteers: CMSWS contact volunteers the day before the event via Sign -Up Genius to give information about parking, what to bring, weather, points of contact, etc. 3. Day of the Event: Volunteers report to the set location and sign the volunteer waiver (if they didn't register beforehand), pick up the necessary supplies, then are given instruction about the day's event. Incentives: VolunThursday offers the following incentives for participation: Community service volunteer hours Snacks and water at the end of the event Evaluation: The following information is currently being collected and recorded for each event: • Total number of volunteers • Event locations • Total miles of Streams/Shoreline Cleaned • Total number of trash bags filled • Total pounds of Trash Collected • Interesting Items Collected • Total number of trees maintained • Total number of storm drains marked 6. Program Assessment The success of the Public Involvement and Participation Program is measured primarily by the numbers of community members that become involved with our various programs. Volunteer numbers are tracked and recorded for all programs and events. City and County staff meet quarterly to communicate about participation in Public Involvement and Participation 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 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 citizens in the reduction of water pollution and elimination of illegal discharges through a coordinated media campaign and if any changes are needed. Programs may be removed, modified, or added based on the information we collect.