CVWD Continues Service Beyond Expectation in Spite of COVID-19 by Erin Morales May 8, 2020 Member Submitted News Cucamonga Valley Water District’s mission is centered around water, service and PEOPLE, and while the COVID-19 has challenged its team of employees, it has provided the opportunity to demonstrate its innovation, dedication and passion for serving the community. Now, more than ever, people are engaged and aware of services that contribute to the health and safety of their families. Safe and reliable drinking water and wastewater services are critical, and the District is proud to provide these essential services to approximately 200,000 people in southwestern San Bernardino County. From its board of directors and executive staff to customer service and field service representatives, employees have proven their commitment to serve. CVWD also wants to thank and recognize all of the other essential service workers in our community from police, fire, sanitation, postal workers, and delivery drivers to the grocery store workers helping to ensure that our community is safe and prosperous. With both the best interests of customers and employees in mind, CVWD took rapid action to change the way it does business in response to the COVID-19. The District activated its virtual Emergency Operations Center- Level 2 Emergency, on March 17, 2020, which included a long list of actions. Since then, precautions and safety practices have only increased. As many staff as possible have been setup to work virtually from home, including the District’s customer service team members. For the departments where working from home is not possible, an alternating shifts program has been implemented to ensure a continuation in services in case members of the District team become ill. Messaging to the community has been critical, and while CVWD’s office is closed to walk-in customers, the District communicated to customers rapidly and clearly to reassure them that all services are still available during the pandemic. Well before Governor Newsom took action, CVWD’s leadership enacted a no late fee or water shutoff policy to help carry out a genuine “we’re in this together” spirit. In addition to the standard safety practices, CVWD has taken extra measures to protect employees and to prepare for the team to return, physically, to work. Air purifiers have been installed throughout work areas, extra cleaning services have been added, and masks and sanitizers are in stock. The District recently offered optional emergency rapid COVID-19 antibody testing for essential workers, which has been effective and successful in mitigating any potential impact that the COVID-19 might have on its campus. The concern and compassion for both staff and the community has been constant. While daily face to face encounters are not yet possible, virtual meetings, conference calls, emails and check-ins of all nature occur daily. With the exception of customers paying in person, District staff has continued to strive to provide excellent service and business for the last two months. As the pandemic continues, CVWD has grown stronger in its adaptability and dedication to serving its community 24 hours a day, 365 days a year. This experience was not anticipated nor welcomed, yet it has strengthened the District and its resiliency, preparing it for other challenges in its future. To learn more about CVWD’s operations and respond to COVID-19, please visit CVWDwater.com or on its social media platform @CVWDwater.