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
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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
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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
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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
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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).
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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
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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.
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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
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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)
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• "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
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• 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
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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.
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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.
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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.
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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.
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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.
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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.