B8_BusinessOutreachSOP

Title:
Version
Approvals
CITY OF
DURHAM
City of Durham, North Carolina
Department of Public Works
Stormwater and GIS Services
Water Quality Unit
Standard Operating Procedures for Business
Communications
1.0
Approved by: "&& " a Date:
Michelle Woolfolk, Water Quality Manager
Approved by:
12/16/2021
Date: 16 December 2021
Paul Wiebke, Assistant Director for Stormwater & GIS Services
City of Durham, WQ Unit, STAR Business Recognition Program SOP, v. 1.0 DRAFT Page
12/18/2019

Revision Record
Revision
Date
Updated by
Description of change
1.0
3/2/21
Emily Rhode
1.0
12/03/21
Anna Smith
Finalized edits of version 1.0
Distribution
Current copies of this approved SOP should be provided to the following positions with the City of
Durham Stormwater and GIS Services, Water Quality Unit:
• Water Quality Manager
• Assistant Water Quality Manager
Abbreviations
PPC
Pollution Prevention Coordinator
PPE
Personal Protective Equipment
WQ
Water Quality
TMDL
Total Maximum Daily Load
NPDES
National Pollution Discharge Elimination System
Table of Contents
Approvals...................................................................................................................................................1
RevisionRecord.........................................................................................................................................2
Distribution................................................................................................................................................2
Abbreviations............................................................................................................................................2
Tableof Contents...........................................................................................................................................2
Procedures..................................................................................................................................................... 3
Purposeand Scope....................................................................................................................................3
MethodsSummary....................................................................................................................................3
Healthand Safety Warnings......................................................................................................................3
Personal protective equipment............................................................................................................4
Personnel Qualifications and Responsibilities..........................................................................................4
Supplies.....................................................................................................................................................4
Methods....................................................................................................................................................4
Data and records management.................................................................................................................6
References.....................................................................................................................................................6
City of Durham, WQ Unit, STAR Business Recognition Program SOP, v. 1.0 DRAFT Page
12/18/2019

Procedures
Purpose and Scope
This Standard Operating Procedure (SOP) describes the methods used by the City of Durham's
Stormwater and GIS Services, Water Quality Unit (WQU) for:
• identifying key business sectors for strategic communications;
• identifying what type of communications product best suits each business sector; and
• creating communications products for businesses;
Local businesses are the foundation of a strong and vibrant Durham and are essential partners in the
protection of our clean water. The NPDES Permit requires that the City inform businesses of hazards
associated with illegal discharges and improper disposal of waste. By strategically communicating with
businesses in Durham, SW & GIS Services optimizes their pollution prevention efforts.
When businesses make simple changes and educate employees about stormwater pollution prevention,
they can greatly reduce the amount of pollution that reaches our waterways. Protecting stormwater is
not only good for water quality but also good for businesses' bottom lines, improving employee morale,
increasing efficiency and maintaining a positive public image.
Methods Summary
The Pollution Prevention Coordinator (PPC) works closely with staff to identify and create appropriate
and targeted communications materials. These materials educate businesses in Durham about best
practices for pollution prevention as it applies to their operations. Through best practices and proven
communications strategies, the PPC ensures that all communications materials are accessible and
engaging.
Health and Safety Warnings
Water Quality staff visit various types of businesses in order to perform inspections and/or trainings.
Exposure to hazardous materials and situations is not anticipated, but it is imperative that all employees
receive instruction and follow safety precautions to prevent injury. For that reason, the following health
and safety procedures are included.
All employees should receive a copy of the Department of Public Work's Safety Operating Procedures
(City of Durham 2017) and current Safety Policies (City of Durham Employee Policies 5-201— 5-208)
upon hire. Any injuries or incidents should be documented and recorded in accordance with City and
Department policies. The first priority should be to provide appropriate care (First Aid or emergency
treatment) to the injured employee; the second priority is to notify the appropriate supervisor. All
employees are expected to review and comply with all City procedures and policies.
Staff should request and obtain site safety procedures, both at municipal sites and local business locales
Staff should follow all site safety procedures while on -site at a business, including wearing any
applicable PPE.

Personal protective equipment
Personal protective equipment is required for staff visiting businesses that require PPE for their
employees. They may be modified based on current weather conditions, project requirements, and site -
specific conditions. Commonly used PPE by the PPC includes the following:
• Appropriate footwear- Steel -toe work boots. The primary purpose of protective footwear is to
protect feet from abrasions and crushing injuries.
• Long pants provide protection to the lower legs from abrasions and reduce the potential for
bites from ticks, insects, and snakes.
• Sunblock/sunscreen reduces the risk for sunburn.
• High visibility vests or other clothing must be worn when working alongside roads, bridges, and
in the right-of-way.
Personnel Qualifications and Responsibilities
Staff working with businesses should be familiar with the City stormwater ordinance and best practices
for stormwater pollution prevention as it applies to different types of businesses within the City. The
PPC in particular should be familiar with the unique challenges and opportunities associated with
pollution prevention in different business sectors. Staff should familiarize themselves with each specific
business before reaching out to the business to offer guidance.
Supplies
Staff refer to the 'Business Training & Outreach" library within the Pollution Prevention folder when
choosing appropriate guidance for businesses. All outreach materials are maintained and stored within
the "Pollution Prevention" folder in the Stormwater Quality shared drive.
Methods
Pollution prevention communications utilize the investigations and inspections program to identify
target pollutants and business sectors. By analyzing WQ data, the PPC ensures that all communications
efforts are as effective as possible.
Target Pollutant Assessment
Working closely with Environmental and Compliance Analysts and management, the PPC identifies
target pollutants through analyzing the Stormwater Ordinance, City of Durham TMDLs, and the
Inspections and Investigations databases. These target pollutants are assessed and updated once per
permit cycle or as needed.
Target Business Sector Assessment
Industry sectors that are most likely to produce target pollutants are identified through collaboration
with the inspections and investigations teams and by researching the operations of existing industries
and businesses in Durham. The Inspections and Investigations databases are also monitored for
industries and businesses that may have opportunities to improve their pollution prevention practices.
These target sectors of industry will be assessed and updated once per permit cycle or as needed.

Communications Materials Assessment
The PPC takes an annual inventory of all business communications materials. This inventory identifies
any deficits in content based on the Target Pollutant and Target Business Sector Assessments. The PPC
tracks the creation or discontinuation of all business communications materials in a spreadsheet titled
"Business Outreach Materials List" which is stored in the Pollution Prevention folder on the Stormwater
Quality shared drive. The PPC assesses each document for updates every three years or more as special
cases arise. This inventory is completed on a rotating basis where one-third of the materials inventory is
assessed every year. Updates and additions will be made based on the annual Target Pollutant and
Target Business Sector Assessments.
Communications Materials Creation and Updates
Business communications materials are updated and created based on the Communications Materials
Assessment. Best practices for writing are used based on the Writing and Editing SOP (City of Durham,
TBD). The PPC follows the guidance from the City of Durham brand guide and ADA compliance
guidelines when designing materials (City of Durham, 2021). The PPC creates messaging with social
marketing techniques that are positive, easy to remember, focused on one behavior, and target one
audience at a time (USEPA, 2010). Further guidance for message wording comes from the Water Words
that Work approach (2015). Spitfire Strategies is also referenced for framing messages in their Smart
Chart (2015).
The PPC uses graphic design programs and software such as Canva, Adobe Illustrator, Adobe InDesign,
Adobe Photoshop, and other approved platforms to create materials. Materials retain a common style
theme and color scheme. All materials include either the logo for the City of Durham or the logo lockup
for the Department of Public Works, as defined by the City of Durham Brand Guide. Materials are
approved by the PPC's supervisor before final publication and distribution. If an outside vendor is
required for printing, the PPC consults the latest City of Durham guidance on finding and using vendors
(Finance Policy-101-1) before going forward with printing.
Communications Materials Distribution
Business communications materials are directly distributed in the following ways:
1. Direct mailings to businesses, done by the PPC as mass mailing and Water Quality staff
as individual mailings
2. Direct distribution during interactions with business employees, done by Water Quality
staff
3. Direct distribution during training at businesses, done by the PPC
A spreadsheet of business addresses is kept in the "Pollution Prevention" folder on the Stormwater
Quality shared drive. Business addresses are obtained from the Investigations and Inspections
databases. Direct mailings are done at minimum twice per year, or as directed by the Water Quality
Manager. Business industries selected for direct mailings are identified using the Target Business Sector

Assessment. The PPC targets a specific industry for a direct mass mailing at least every three years or
when special cases arise. This is done on a rotating basis so that one-third of the industry sectors receive
a mailing every year.
Data and records management
All completed business communications materials files are stored electronically in the "Pollution
Prevention" folder on Stormwater Quality shared drive. They are organized in sub -folders by industry or
business sector. All distributed business communications materials are recorded in the Investigations
Database and include the specific material distributed, the number of materials distributed, the
recipient, and the staff member who distributed the material.
Each staff member is responsible for recording information regarding materials that they distribute. The
PPC checks these records at minimum once per quarter for any discrepancies or missing information.
This information is used in the NPDES Annual Report, the Stormwater Management Plan, and in other
reports as needed.
References
City of Durham. 2017. Safety Operating Procedures. Department of Public Works. Durham, North
Carolina
City of Durham. 2021. Public Affairs Brand Guide. Department of Public Affairs. Durham, North Carolina
City of Durham. 2019. Standard Operating Procedures for the STAR Business Recognition Program.
Department of Public Works, Stormwater & GIS
Services, Water Quality Unit. Durham, North Carolina.
Spitfire Strategies, 2015. http://smartchart.org/content/smart chart 3 O.pdf.
Water Words That Work. 2015. htto://www.waterwordsthatwork.com/our-methods/messaee-method.
United States Environmental Protection Agency. 2010. Getting In Step; A Guide for Conducting
Watershed Outreach Campaigns, 3rd Edition. Washington, D.C.
http://cfpub.epa.gov/npstbx/files/getnstepguide.pdf