Making Decisions
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What should be the goal and policy direction for full lead service line (LSL) replacement?
It is important to understand how your local government makes decisions and what the decision makers’ roles are, as well as the powers and authorities granted by your state to local governments and any state oversight or regulatory requirements. A common approach is for the elected decision makers to set a general goal and policy, with direction to applicable departments to prepare a detailed plan to execute those decisions. In many situations, a department head is asked to prepare briefing materials for the elected officials.
Private companies, particularly those serving multiple communities, would potentially need a rate increase from any LSL replacement plan approved by economic regulators. Read additional information about plan development or legal factors involved in the LSL replacement process. |
What are effective strategies for informing and seeking input from the public at the planning stage?
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A proactive, sustained effort to reach out broadly to the public and specifically to residents with LSLs is essential. Because LSL replacement is public-health related, risk communication strategies should increase consumer interest and awareness while providing tangible actions consumers can take to protect themselves from lead in drinking water. Information should be timely, accurate, and consistent to build trust with the community.
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Learn more: Communications Options |
Ideally the partnerships you create in your community while building a program will be trusted sources of information. Above all ensure what you say to the public:
Key messaging documents related to LSL replacement include:
- Is clear and concise;
- Is compelling to the listener so they can take simple actions;
- Communicates the risks from all sources of lead, with particular emphasis on drinking water as an increasingly significant source; and
- Meets the communication needs of your entire community.
Key messaging documents related to LSL replacement include:
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Message maps could be useful in this process because they provide “at a glance” views of messages that all your partners and staff members can use when working with the public.
One communication method will not be enough. Some methods are better suited than others to raise awareness while others motivate people to take action. A wide variety of tools are important to consider, including one-on-one communications by the LSL replacement effort with residents, flyers that can be made available through others (e.g. the medical community, local plumbers, and others in the business community), videos accessed through links in written communications, and meetings sponsored by local community groups or neighborhood associations. |
Message Mapping
Source: AWWA, 2014
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Special attention is important when concerns about disproportionate impacts and inequities related to race and ethnicity arise. Community-based organizations in low-income and minority communities often have specific knowledge and relationships that are helpful in planning how to engage in meaningful, two-way communication in these communities. Resources for engaging in these conversations include:
It is critical that your community develop ways of reaching special audiences, including high-risk groups, different language communities, low-literacy audiences and non-bill paying customers (e.g., do not pay a utility bill, property tax, etc.).
Read more about creating communications materials for multiple audiences.
The content of communications efforts needs to be both informative and persuasive to engage residents in participating in the LSL replacement initiative. Communications should include information about the health risks associated with lead, the reasons for full replacement of LSLs, the extent of LSLs in the community, the roles and responsibilities of residents, concrete actions consumers can take, funding assistance opportunities, and contacts for more information.
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It is critical that your community develop ways of reaching special audiences, including high-risk groups, different language communities, low-literacy audiences and non-bill paying customers (e.g., do not pay a utility bill, property tax, etc.).
Read more about creating communications materials for multiple audiences.
The content of communications efforts needs to be both informative and persuasive to engage residents in participating in the LSL replacement initiative. Communications should include information about the health risks associated with lead, the reasons for full replacement of LSLs, the extent of LSLs in the community, the roles and responsibilities of residents, concrete actions consumers can take, funding assistance opportunities, and contacts for more information.
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