LSLR Collaborative
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    • Getting Started
    • Legal Factors
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  • Replacement
    • Approaches to Replacement
    • Preparing an Inventory
    • Understanding Replacement Techniques
    • Communicating About LSLs
    • Coordinating Replacement
  • Equity
    • Guide to Equity Analysis
    • Coordination and Partnership
    • Defining Disadvantaged Communities
    • Equity Tools and Data Sources
  • Policies
    • Community Access to Funding
    • Helping Consumers
    • Requiring LSL Replacement
    • Engaging other Programs
    • Risk Communication Improvement
  • EPA's LCR
    • Key Terms
    • Key Requirements and Opportunities
  • Resources
    • Intro to LSL Replacement
    • LSL Replacement in the News
    • Child Care and Schools
    • Role of Public Health Professionals
    • Webinars >
      • Upcoming Webinars and Events
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Making Decisions

What should be the goal and policy direction for full lead service line (LSL) replacement?

After appropriate consultation among decision makers and stakeholders in the community, an initial decision will need to be made as to whether to develop a full LSL replacement initiative. The initial decision could also include general policy directives about the timeline and the approach to funding. Who makes that decision and how will depend on the particular local government and state economic regulators. Local governments are organized in different ways, with specific roles for a mayor or city manager, a city or county council, and departmental organization and authorities.
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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.

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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?

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.
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:
  • 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:
  • Communicating about Lead Service Lines: A Guide for Water Systems Addressing Service Line Repair and Replacement​
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.​​
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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.  ​
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Message Mapping
Source: AWWA, 2014 ​
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:
  • 7 Ways City Leaders Can Address Racial Inequities
  • Webinar: How to Address Racial Inequities in Your City
  • How Cities Can Advance Racial Equity Through Community Conversation

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. 


​Continue to:

Legal Factors
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The goal of the Lead Service Line Replacement Collaborative is to accelerate voluntary lead service line replacement in communities across the United States.
Links to external resources do not constitute an endorsement from the Collaborative.
  • Home
  • Roadmap
    • Getting Started
    • Legal Factors
    • Funding
    • Plan Development
  • Replacement
    • Approaches to Replacement
    • Preparing an Inventory
    • Understanding Replacement Techniques
    • Communicating About LSLs
    • Coordinating Replacement
  • Equity
    • Guide to Equity Analysis
    • Coordination and Partnership
    • Defining Disadvantaged Communities
    • Equity Tools and Data Sources
  • Policies
    • Community Access to Funding
    • Helping Consumers
    • Requiring LSL Replacement
    • Engaging other Programs
    • Risk Communication Improvement
  • EPA's LCR
    • Key Terms
    • Key Requirements and Opportunities
  • Resources
    • Intro to LSL Replacement
    • LSL Replacement in the News
    • Child Care and Schools
    • Role of Public Health Professionals
    • Webinars >
      • Upcoming Webinars and Events
    • Case Examples
    • Filling Data Gaps
    • Recursos en Español
    • Downloadable Resources
    • Matchmaking Survey
  • About Us
    • FAQs
    • Feedback