POINT ARENA CITY COUNCIL
AGENDA ITEM SUMMARY
AGENDA ITEM: VIII A
MEETING DATE: 7/26/2022
TITLE
Arena Cove Recycling Center
RECOMMENDED ACTION
Discuss and provide direction
BACKGROUND
Recology is seeking to close the recycling facility at Arena Cove, due to ongoing issues with contamination rendering much of the recycling collected unusable on the secondary market. Your City Manager met with Fred Stemmler of Recology and Jerry Ward of Solid Waste of Willits about alternatives to a potential closure.
ANALYSIS
The City of Point Arena has provided a location for drop-off recycling for many years. It started as a successful operation that accepted bottles, cans and cardboard. Over the years, the facility expanded, especially after haulers decided to move toward “singlestream recycling,” which was theoretically supposed to encourage recycling and make it easier for residents.
When the City permitted Recology to take over the waste hauling contract from Pacific Coast Disposal in 2017, the City was assured that there would not be any changes in service. A year later, Recology came back and requested that Solid Waste of Willits be allowed to subcontract waste hauling. Again, the City was told there would be no degradation in service.
Since that time, the recycling facility at Sea Ranch closed which dramatically increased recycling drop-off in Point Arena. The Arena Cove facility has been allowed to fall into disrepair, with most of the dumpsters broken and/or unsightly. Repeated requests of Recology to replace the dumpsters have not been fulfilled.
Recently, Recology has requested that the facility be closed altogether due to “contamination” of recycling which makes it unusable for resale. Closure of the facility would leave one regional recycling facility: the South Coast Transfer Station on Fish Rock Road which has limited hours.
The contract that Recology and SWOW operate under requires the pickup and processing of the recycling facility at Arena Cove.
From the contract with Pacific Coast Disposal (2009), subsumed by Recology in 2017:
PCD assumes responsibility for the transportation and processing for the recycling center. PCD will provide the bins and collection schedule to maintain the necessary level of service for the Center. To minimize labor and increase transportation efficiencies, PCD will implement a single stream collection system to match the recycling we presently offer the residential and commercial customers.
From the “Recology Sonoma Transition Plan for Point Arena (2017):” Recology understands that Point Arena utilizes a recycle center/public depot.
Services will continue as previously provided and Recology will partner with city staff to ensure education and outreach promotes recycling and minimizes illegal dumping at the site. Customers suspected of abusing the system will be contacted by the Waste Zero team to find alternate solutions for all parties involved.
Your City Manager does not recommend closure of the recycling center and believes a mutual agreement can be reached between the City and Recology/SWOW to improve the operation of the center. Recology and SWOW have provided two options for the recycling center, which are attached. These will be presented to the Council for discussion by the haulers.
City staff requests direction regarding the future of recycling in Point Arena.
FISCAL IMPACT
Unknown at this time.
ATTACHMENTS
• Recycling Center Options Presented by Recology and Solid Waste of Willits • Pacific Coast Disposal Contract Assumed by Recology (2009) • Recology Transition Plan for Point Arena (2017)
CITY MANAGER SIGNATURE
_________________________________
Paul Andersen, City Manager
Contamination at Arena Cove Recycling Center, as reported by Solid Waste of Willits – June 30, 2022
1 Paul Andersen
From: Jerry Ward <[email protected]>
Sent: Wednesday, July 20, 2022 10:57 AM
To: 'Paul Andersen'
Cc: 'Fred Stemmler'
Subject: RE: Council Meeting July 26
Hi Paul,
For the discussion on the recycling center at the pier for the City Council meeting on Tuesday, July 26th, we propose two options.
Option 1. Closure of the recycling center for the following reasons.
1. Due to the improvements at the pier and the location of boats, it is difficult to maneuver and service the containers.
2. Too much contamination, at least 25% of the material is refuse and due to the volume we collect we must make a special trip back to the Fish Rock Transfer Station to unload. 25% of the material (refuse) is hauled over to Willits and is disposed of there at a substantial cost.
3. With the recycling center open at all hours, the center is accepting material/refuse from areas outside the City. Currently most City residents are using the recycling services with Recology. Is accepting material outside the City, a City responsibility?
4. Discuss the need for mandatory recycling and refuse service from all commercial accounts in the City, a need for a recycling drop‐off center would not be warranted.
5. Re‐direct drop‐off customers to the Fish Rock Transfer Station where they can drop‐off the same material for free, as well as motor oil, electronics and for a fee, tires, green waste, scrap metal and appliances. If a customer is traveling from Sea Ranch the trip is shorter. Option 2. Continuation of the recycling center at the same location under the following conditions.
1. Replace the containers with new plastic containers that will roll easier, quieter, and minimize the number of containers from 12 to approximately 8 to 10.
2. Only accept the following materials, cardboard, paper, aluminum cans, tin cans, and glass containers. No plastic bottles except No. 1 or No. 2, and no plastic bags.
3. The City provides a site attendant to review/monitor the materials coming in. If contaminated materials come in from the public and the self‐hauler does not take it back, then a refuse container can be provided and SWOW will dump the container and charge the City.
4. After hours the recycling center is closed and a gate is provided and locked, any materials left at the gate the City’s attendant will take care of it the next day.
5. The City’s attendant will provide education materials on the types of materials accepted and the days and hours the facility is open to the public.
Both Fred and I will be attending the meeting through Zoom and can discuss the options above in more detail and answer any questions the Council or the public may have. Please let me know if you need any additional information.
Gerald W. Ward (Jerry)
Solid Wastes of Willits, Inc.
PO Box 1425
Willits, CA 95490
(707)489‐2061
[email protected]
1 Presented to the City of Point Arena
October 2017
Public Education &
Outreach Plan
2 SUMMARY
Recology has a passion for recycling that dates back to the 1920s, and a long and proud history of educating communities on the benefits of waste reduction. We strive to create compelling outreach and education programs to help excite our customers about participation in diversion efforts.
The Recology Sonoma Marin Waste Zero Team will use a variety of strategies to ensure that Point Arena’s public schools, commercial businesses, multi-family residential properties, and single-family homes are well informed of the diversion programs available to them and have the necessary tools for success.
These strategies include:
• Website
• Newsletters
• Mailers
• Waste Audits
• Physical Tools
• Signage
• Driver Tags
• Presentations
• Waste Zero Events
WEBSITE
All Recology locations can be found at www.Recology.com. Our website is well maintained, user friendly, and mobile friendly. We have developed a sub-site for Point Arena that is ready for review. 3 NEWSLETTERS
Recology Sonoma Marin will develop and mail out tailored bi-annual Spring and Fall newsletters to all Point Arena customers. Newsletters will promote waste reduction, reuse opportunities, recycling, composting, and proper disposal of household hazardous waste. 4 MAILERS
Recology Sonoma Marin will design four tailored campaigns per year for Point Arena, and will promote them through bill inserts or postcard mailers. All new customers will also be sent an introductory postcard with an overview of services.
5 WASTE AUDITS
Waste audits are an excellent tool to help schools, commercial, and multi-family customers increase diversion. The Recology Sonoma Marin Waste Zero Team will directly contact customers that need to be in compliance with AB341 and/or AB1826 to schedule a waste audit. After a waste audit has been conducted, service recommendations will be made to maximize diversion.
PHYSICAL TOOLS
Recology Sonoma Marin will provide a variety of indoor containers and other physical tools to help Point Arena customers with their diversion efforts at the cost of the item plus delivery. 6 SIGNAGE
Recology Sonoma Marin will maintain an extensive inventory of signage to help elevate diversion programs and ensure
success, including: indoor and outdoor horizontal or vertical image based labels, large posters in English and Spanish languages, school specific posters, and “We proudly Compost & Recycle here!” window clings.
7 DRIVER TAGS
Recology Sonoma Marin drivers will always have corrective action notices as well as good job cards on hand. Corrective action notices inform the customer of any items that need to be removed before a bin or cart can be serviced. Good job cards will be used to provide positive feedback for those customers who regularly do an exceptional job, or for those who may have recently improved significantly. 8 PRESENTATIONS
The Recology Sonoma Marin Waste Zero Team will be well-equipped to provide hands-on educational presentations for kids at schools, as well as for businesses or HOAs. Our school programs are designed to engage students on waste reduction, recycling and resource conservation. Programs are tailored to align with the classroom curriculum and interests of teachers and students alike.
WASTE ZERO EVENTS
In addition to hosting Waste Zero educational tables at Point Arena community events, Recology Sonoma Marin will provide recycling, compost, and trash reusable event receptacles to ensure event waste is diverted as much as possible.
RECOLOGY SONOMA MARIN
TRANSITION PLAN FOR POINT ARENA
Transition Plan
Included in this plan is Recology Sonoma Marin’s responses to the items raised in the Point Arena site meeting, as well as Recology’s specific transition plan for the Point Arena service area and the related agreement. For ease of reading, we have started with the overall transition plan followed by sections of information pertaining the items raised in the meeting held in Point Arena on October, 11th, 2017.
With any new service implementation, Recology’s goal is to ensure a smooth transition that minimizes disruption to customers. The implementation team understands the unique needs of the Agreement, and has tailored the following transition plan for the community and its customers.
Recology Transition Experience
Recology Inc. (the parent company of Recology
Sonoma Marin) is a regional company locallybased in San Francisco. With approximately 3,300 employee-owners in California, Oregon,
and Washington, Recology Inc. can supply a
strong team of experienced managers and
supervisors to assist with the contract transition.
These managers and supervisors will assist with
employee training, program implementation,
procurement, and other duties to meet the needs of the transition.
Recology operating companies have been involved in several major transitions in recent years, and are ready to offer their expertise to guide the Point Arena transition:
In 2011, Recology San Mateo County initiated services for the 12 jurisdictions of the South Bayside Waste Management Authority (SBWMA) in central and southern San Mateo County.
The transition was recognized by industry experts as one of the largest of its kind in the United States, encompassing over 93,000 residential and 10,000 commercial and multi-family (MFD) customers.
In 2009, Recology CleanScapes transitioned services for approximately half of the City of Seattle, marking the largest single-day transition in the region. Collection was transitioned for all three material streams – garbage, recycling, and organics.
In 2001, Recology’s San Francisco collection companies transitioned over 150,000 single- and multi-family households to a cart-based, single-stream recycling program. The program, called the “Fantastic Three” after the color-coded carts, has since been replicated by many California communities, and is widely recognized as a model for the nation.
Employee On-Boarding and Training
Following the completion of all contract assignments, Recology will close the acquisition with The Ratto Group (TRG) and re-hire the employees as full time Recology team members. By purchasing TRG company assets and hiring the existing employees, Recology aims to ensure continuity in service during the transition. This transition also presents an opportunity to revisit critical and fundamental training topics for our industry.
Safety and service are the keys to Recology’s success since 1920 and our training programs will ensure a smooth, safe and effective transition for our team member and the communities we serve. Our employees are our best resources and extensive training reflects this belief. Recology has developed customized training programs for its collection service employees, customer service staff, and Waste Zero staff. Below is an overview of these training programs:
Driver Training: All Recology drivers receive training in the operation of Recology equipment and the unique aspects
of the collection program. Training is provided in the
classroom and in the vehicle. Topics include:
Recology CORE On-boarding, to welcome and
integrate new employees into Recology’s culture.
During this segment, drivers are taught about
their job roles and expectations, as well as
Recology’s culture and values.
Customer service training: This training explores
the differences between basic customer service
versus excellent customer service, and how every interaction with a customer is an experience and it should be positive and memorable. Drivers will learn methods to maintain professionalism when faced with difficult customers, and tips on how to resolve issues on their routes.
Franchise training: During this session, drivers are taught general collection protocols to meet the requirements of the collection service agreement.
Contamination training: This training, delivered by a Recology Waste Zero Team member, teaches drivers how to identify and document contaminated containers. Drivers will be trained on the procedures for tagging contaminated containers and using the on-board computer system to track contaminated loads.
Maintenance training: This training teaches drivers their responsibilities for daily vehicle maintenance inspections.
Dispatch Operations training: This training guides drivers through their Route Manual, which answers questions that a driver may have regarding their position and route responsibilities.
Drivers can use the Route Manual as a frame of reference for specific job responsibilities, route practices and route expectations.
Safety and Equipment Overview: This program guides drivers through the requirements of Recology’s safety training program, to ensure compliance with regulations and industry best practices.
Truck Training and Obstacle Course: The majority of Recology’s driver on-boarding program is spent in the trucks, actively educating drivers on their use of the vehicles to ensure safety, efficiency, and customer service are top-of-mind as they perform their day-to-day job duties.
Customer Service Specialist Training: Recology invests in the development of Customer Service Specialists (CSSs) through a comprehensive training program, covering:
Recology CORE On-boarding, to welcome and integrate new employees into Recology’s culture.
During this segment, CSSs are taught about their job roles and expectations, as well as Recology’s culture and values.
Creating Memorable Customer Service: The goal of this training is to educate the CSS on Recology’s customer base, the services Recology provides, and the CSS’s role in delivering excellent service.
Franchise Training: Franchise Training teaches the CSSs general protocols related to the agreement
Technical Training Elements: The Technical Training portion covers the majority of the CSS training program. During these weeks, the CSSs learn the practical, technical skills they need to work with the Recology Customer Relationship Management System (RCRM) database. Contamination Training Delivered by an experienced Recology Waste Zero Specialist, the Contamination Training will teach CSSs on the proper procedures for identifying and documenting accounts with contamination.
In-Field Ride-Along with a Driver: Communication between customer service, operations, and the route driver is vital to ensure customer needs are met. Therefore, Recology CSSs will go on a ride-along with a driver to observe field conditions and better understand how their role relates to customers and collection operations.
Waste Zero Specialist Training: Recology invests in the development of Waste Zero Specialists (WZS) through a
comprehensive training program, covering:
Recology CORE On-boarding, to welcome and
integrate new employees into Recology’s
culture. During this segment, WZSs are taught
about their job roles and expectations, as well
as Recology’s culture and values.
Customer Service Training: The WZSs will then
complete a training titled “Creating Memorable
Customer Service,” delivered by the Customer Service Manager. The goal of this training is to educate the WZSs on Recology’s customer base, the services Recology provides, and their role in delivering excellent service.
Outreach and Education Material Overview: The WZSs will receive focused training on the types of outreach materials available to teach customers about their programs and services. Franchise Training: During this session, WZSs are taught the protocols related to the agreement. Contamination Training: Delivered by an experienced Recology WZS, the Contamination Training teaches employees how to identify and document contaminated containers. Facilities Tours: The WZSs will receive tours of the processing facilities, to better understand this fundamental aspect of the diversion process.
Developing Presentation Skills: This training will provide the WZSs the tools they need to deliver hands-on presentations to an array of organizations, including homeowners’ associations, business groups, environmental organizations, and schools. Conducting Waste Audits: During this training, WZS will be taught how to analyze a particular customer’s material stream, with a focus on the diversion opportunities available to customers by business type.
Providing On-Site Technical Assistance: This training will teach WZS the various types of Technical Assistance and training they will provide customers related to Recology’s programs and the area’s diversion goals.
Reporting and Technical Requirements: This segment of the On-Boarding Program will teach the WZSs about the reporting requirements and their role in meeting those reporting needs Recology in the Community: During this on-boarding component, the WZSs will meet with a Recology Ownership Communication Committee (ROCC) Representative and a Recology Volunteer Liaison to learn more about Recology’s dedication to the community Supervisor and Driver Ride-Alongs: During this component of training, the WZSs will ride with a Supervisor and/or Driver, to get an overview of the service area, the routes, and their responsibilities to support diversion goals.
Diversion Plans
Recology has excellent success in meeting diversion goals and requirements made in partnership with the communities served. Recology is redefining the waste industry by finding new ways to process and reuse what was once considered waste – “achieving the best and highest use of all resources.” Recology’s mission represents a fundamental shift from traditional waste management. Recology strives to recover more recyclables to be repurposed into new products and also places great emphasis on transforming organics to nutrient-rich soil amendments, where available.
To support diversion goals, Recology offers dedicated Waste Zero Specialists. These individuals will be Recology’s diversion liaisons in the community, responsible for tasks Recology can offer such as:
Offering comprehensive, multi-faceted outreach to all customers, tailored to resident and business type
Coordinating and producing education events, including educational efforts in schools. Supporting local community service organizations
Offering technical assistance to help all customers implement services and optimize diversion, including on-site training for businesses
Outreach to homeowners’ associations, business groups, multi-family tenants, and environmental organizations
Conducting site visits to educate customers on diversion goals, contamination concerns, and new programs
On-site waste audits to help customers divert more material from the MSW stream and minimize contamination in the recycling and organics stream The following sections provide an overview of the diversion programs targeting each customer stream and material type. All outreach materials for Point Arena’s customer base are tailored to the community’s needs and franchise agreement. That way each customer is receiving accurate information that is specific to their service area.
Single-Family Recycling Program
Recology has many successful programs that contribute to higher diversion. Some of those programs could include working with the community and its residents to launch a Green Block Leader Program, which has been a successful tool to promote diversion programs among single-family residents in other Recology service areas. The program educates residents to become local advocates of their diversion programs. Recology staff attends the neighborhood gatherings hosted by the Green Block Leaders to educate residents on their programs and services. This personal and local approach is an effective way to encourages single-family customers to increase their diversion efforts.
Multi-Family Recycling Program
This program, led by the Waste Zero Specialists, is designed to help increase recycling participation among multi-family customers.
Recology has offered recycling services in urban environments for decades, and has found that multifamily complexes often have varying levels of participation. Small multi-family complexes (typically four to six units) are often more consistent with recycling participation. Larger complexes, however, face a different set of challenges to achieving diversion, including:
Tenant turnover, which requires frequent and consistent messaging, outreach, and education to stay on diversion targets.
Off-site and/or disengaged property managers who are reluctant to support diversion programs. Garbage chutes, which can discourage tenants from successful source-separation. Space constraints, which can impact the ability to offer containers for three material streams.
Recology’s Multi-Family Recycling Outreach Program can address these obstacles through a variety of outreach and education efforts. To encourage recycling participation, Recology can:
Partner with homeowners’ associations, resident organizations, and property managers to educate tenants on available programs.
Offer specialized outreach and education material. Recology aims to increase tenant participation in recycling programs by providing easy-to-use tools and informative education pieces.
Conduct comprehensive, on-site waste audits to maximize recycling participation and minimize contamination.
Recommend service level changes and container placement to optimize participation. Suggest additional equipment, if necessary. This could include compactors for buildings with space constraints, or helping to find creative solutions to accommodate container placement for three material streams such as the Tote bags noted in section 4.4.2 in the agreement.
Commercial Recycling Program
Recology can also offer programs that aim to help commercial customers see their blue recycling carts/bins as a primary container for diversion. The program focuses on bringing high-volume generators into compliance early on, while ramping up diversion efforts thereafter. Step 1: Recology’s Waste Zero Specialists reach out to commercial accounts that generate eight yards of MSW or more per week to maximize their recycling levels. Accounts producing large amounts of MSW typically have greater recycling opportunities that have not yet been realized, and will be encouraged to adjust their service levels to capture more recycling. Step 2: The program’s threshold will be expanded to capture a greater array of accounts.
Customers who produce four to seven yards of MSW per week can then receive outreach from the Waste Zero Team to encourage greater recycling adoption. Step 3: Adjust program to encompass all commercial customers with low diversion levels. These customers will be identified through service level analysis conducted by the Waste Zero Team.
Recology’s Waste Zero Specialists can also conduct waste audits and tailored outreach during the various phases of the Recycling Outreach Program. The waste audits analyze a particular customer’s material stream, with a focus on the diversion options available to customers by business type. The assessments include:
Verification of Services: The Waste Zero Specialist will document container sizes, quantity, and bin descriptions (such as bin numbers and specifications). Assessment: Taking into account the total volume of material, the Waste Zero Specialist will evaluate the percentage in each category: organic, recycling, and solid waste. Follow up with customer: The customer will be notified of the assessment results and any service level recommendations.
After the customer agrees to implement the assessment recommended changes, the Waste Zero Specialist may:
Work with Recology’s Operations and Customer Service departments to implement service level changes.
Recommend additional equipment, if necessary. This could include compactors for buildings with space constraints, or helping to find creative solutions to accommodate container placement for three material streams.
Provide Public Educational Tools: Posters, flyers, brochures, and internal containers. Provide further educational material, presentations, and on-site training for employees.
Commercial Organics Program
Recology can offer programs that help commercial customers implement organics collection programs as applicable and appropriate, helping customers to comply with AB 1826 and increase their overall diversion rates to help achieve community diversion goals. The messaging of the Commercial Organics Program can be communicated to customers alongside the
messaging of the Commercial Recycling Program, helping
customers embrace the concept of a three-material stream sorting system.
Similar to the Commercial Recycling Outreach Program, the Organics Program can also include waste audits (conducted in tandem with the Commercial Recycling Program waste audits) and educational outreach to optimize organics participation. The Program features several different components designed to achieve higher diversion levels throughout the Agreement:
Step 1: The Waste Zero Team can reach out to commercial customers that are estimated to generate four yards or more of organics per week to ensure they are participating in organics service and complying with the requirements of AB 1826. The Team will help customers identify organics diversion opportunities and optimize participation. Step 2: The program will be expanded to customers who produce four yards or more of MSW per week, complying with AB 1826.
Step 3: The program will focus on customers with low diversion levels.
Outreach and Education
Recology will distribute and publish a variety of communications to the community’s residents and businesses throughout the transition and service calendar. Effective outreach programs and campaigns not only educate customers on the services available, but also foster positive customer relations and interest in recycling and diversion programs. The intent of these communications will be to concurrently provide necessary program information and foster a sense of excitement around available diversion priorities and options.
Announcement of New Services and Subscription Mailer
Recology will prepare and distribute an initial mailing to customers explaining the change from the existing collection company to the services provided by Recology. Different announcements will be tailored to single-family, multi-family, and commercial customers. Contents could include:
Information on billing and payment options
Website URL
Description of the collection programs
Links to posters, flyers, and other downloadable documents online Guidance on setting up account access online
Tips on improving recycling and composting
Collection Days
Recology does not anticipate any change in collection days, but in the event that a change in collection day occurs, Recology will notify impacted customers. Announcements will be tailored to single-family, multi-family, and commercial customers, as applicable, and may include automated robocalls, post cards, or other print material.
Multi-Family and Commercial Posters
Recology will design and distribute posters to multi-family and commercial property managers for onsite use, illustrating the recyclable materials collection program and the commercial food scrap collection program, as applicable to program participants.
These posters are designed to educate program participants on proper sorting. Below are examples of Recology’s successful commercial posters provided to businesses in San Mateo County. Similar designs will be made for Recology Sonoma Marin customers.
Press Release
Recology will prepare and distribute public service announcements (PSAs) for local radio and cable television broadcasts, as well as advertisements and press releases for local newspapers, the website, and other community groups.
Contacting Recology
Recology will maintain the current customer service telephone number, and the current website will be redirected to the new Recology website which is specific for the service area. This will help minimize customer confusion during the service transition.
Recology will regularly update the community on the status of the transition, and looks forward to collaborating with Point Arena on outreach activities (described above) and educational efforts.
Management of Vehicles and Equipment
Fleet, Carts and Containers
Recology understands that a smooth transition for all utilized fleet vehicles and equipment is essential.
Working directly with Recology’s Vice President, Equipment Procurement & Maintenance and Facilities Development, Recology will ensure all the vehicles needed to perform under the agreement with Point Arena are ready and available and that all vehicles are both safe and compliant.
Route audits will be conducted in the service area to verify that all vehicles and equipment in the area are documented correctly and meet the standards and expectations of both Recology’s service standards as well as all contractual obligations defined in the agreement.
Recology will refurbish and replace vehicles and equipment to ensure all state and federal rules, laws and standards are met in a timely manner. If more details about the fleet specifics are needed, Recology can respond to those specific requests after the close of the transaction once the business is under Recology operation and management. Any personal cans will be replaced with company provided carts.
Database Management
TRG currently maintains a complete customer database for Point Arena, which will be integrated into the Recology Customer Relationship Management (RCRM). The customer database already includes all pertinent information for routing, billing, and service levels, such as:
Customer name
Billing address
Service address
Contact information
Service level including size and number of containers Collection day(s)
Current routes
Special servicing requirements
Entry key electronic opening device or entry code requirements Account history
Efficient Routing
After the close of the transaction with TRG, Recology intends to go through an exercise to evaluate the routes currently servicing the area. Recology does this through utilizing the experience of its supervisor and management team as well as using tools such as RouteSmart software. Using RouteSmart software, Recology operating companies experience a measurable reduction in vehicle miles traveled, fuel use, tire wear, greenhouse gas emissions, and street wear-and-tear.
RouteSmart integrates seamlessly with ESRI’s ArcGis family of mapping products and provides the ability to balance routes based on time, number of lifts, or potential volumes and densities to be collected.
The system takes into account vehicle type, address restrictions, and service time-of-day constraints, among other parameters.
For regularly scheduled collection, customer information is downloaded from the RCRM database into RouteSmart for routing. The routed data is interfaced back to the RCRM database, providing accurate customer information to anyone with access to either online inquiry or reports from the RCRM system.
Throughout the term of the agreement routes will be continually subject to modifications to accommodate demographic and customer changes.
Safety Systems and Procedures
Safety of our employees and the communities we serve is critical to our success and continuity. As mentioned before, training is a critical part of our on boarding process but the safety training continues everyday after an employee-owner’s first days. Team safety trainings occur on no less than a monthly basis for all operators and extensive supplemental programs are made available throughout the year such as Smith System driving training. Recology utilizes a variety of technology to support safety. One example is an on-board safety system called DriveCam that allows for video recording of triggered safety events happening in front of the operating vehicles. This footage is reviewed daily by supervisors and management and used in coaching and
accountability discussions with the operators. This video footage serves a mentoring tool for all of the employees and is incorporated into a safety resource library.
Safety teams analyze events and claims on a regular basis identifying recurring behaviors and factors. This data is then used to modify, focus and evolve safety training and outreach throughout the company. It’s a simple program that has yielded positive results companywide for Recology and has allowed sites to learn from the collective lessons learned versus waiting for personal experience to serve as a mentor.
Customer Service Plans
One of the keys to a successful transition and ongoing service is a suitable and well-equipped customer service system to supplement the customer-centric mentality Recology champions. Excellence in service is a detailed below in some of the processes built into our customer service department.
Customer Service Workflow
Recology will be keeping the current phone numbers in use so as to minimize the impact on the residents and businesses. The Recology Sonoma Marin call center will be equipped with a ShoreTel Voice Over IP (VOIP) phone system with unified communications and contact center capabilities.
ShoreTel’s solutions are built to scale, grow, and evolve as needed. The ShoreTel system is centrally managed through an intuitive server interface that makes complex tasks easier to accomplish. Recology IT staff can manage the system from anywhere on the network or from anywhere there is internet connectivity.
The ShoreTel system allows Recology to create customized queues for Automatic Call Distribution (ACD).
Any call is routed through the ShoreTel system, placed into the appropriate queue, and automatically distributed to the next available CSSs. Supervisors can monitor progress in the queue.
All customer data and interactions are recorded in the Recology Customer Relationship Management (RCRM) system. The RCRM system is an IBM iSeries-based system that was developed over the past 28 years to provide functionality specific to the collection and recycling business. This software is updated to accommodate changes in the industry and new government regulations. The system records the history of all customer-related service and interactions, including:
Customer and service level information
Billing and payment history
Customer service issues and inquiries
Routing
Ticketing
Dispatching
Recology’s customer concern resolution process focuses on accountability and up-to-date information.
For each service request, a work order (or “ticket”) is created in the RCRM system. The tickets are timestamped, and remain open until the request is completed. Once completed, a “resolution” is entered in the system, featuring a closing date, time, and detailed nature of the inquiry/resolution.
Recology Customer Service Specialists (CSS) will also
address in-office inquiries, such as billing questions, service adjustments, and opening or closing accounts.
Route dispatchers ensure that any inquiry that needs to be addressed in the field (such as special pickup
requests) is dispatched to the appropriate driver and
addressed as soon as possible.
Customer concerns requiring a follow-up call will be
entered as “tickets” in the RCRM system and sent to
either a Route Supervisor of a CSS for call back within 24 hours of resolution.
When the driver returns to the yard at the end of the shift, the dispatcher debriefs the driver and reviews any tickets that were sent throughout the day. Any tickets for resolution by the Operations Supervisor will be created.
In addition, Recology creates an open ticket report at the end of each day to ensure open tickets are delivered to dispatch for distribution to drivers. Copies of open ticket reports are provided to department managers at the close of each business day so the manager may follow up on outstanding concerns and appropriately distribute workloads.
Billing Inquires
Billing is a module within the RCRM software, and customer service information and billing information are therefore fully integrated. Customers with billing concerns can contact the call center, where all CSS are trained to address billing concerns and make adjustments as necessary in the RCRM system.
All charges and credits eventually appear on the bill that is provided to the customer, and a history of those bills is available to the CSSs for review. This data aids the CSSs with answering customer billing questions. Customers can also access the Recology website 24 hours a day, seven days a week to view and pay their bill or submit billing inquiries.
Phone System
Recology’s Call Center will be equipped with a
ShoreTel Voice Over IP (VOIP) phone system with
unified communications and contact center
capabilities. A single PRI (Primary Rate Interface) is
capable of handling 23 calls at one time; depending on
the magnitude of the contract, Recology can
implement multiple PRIs.
ShoreTel’s solutions are built to scale, grow, and
evolve as needed. The ShoreTel system is centrally
managed through an intuitive server interface that
makes complex tasks easier to accomplish. Recology
IT staff can manage the system from anywhere on the network or from anywhere there is internet connectivity.
With a small energy footprint, a single ShoreTel module will support 90 phones and voicemail boxes with 56 hours of voicemail storage. Adding more phones and voicemail boxes is as simple as adding another ShoreTel module, making expandability almost unlimited. Additionally, the call center will have immediate access to interpreters in over 175 languages through AT&T’s Language Line. Recology will also identify multi-lingual CSSs. A TDD relay service will be used to provide customer service to hearing impaired customers.
Website
Recology maintains a website with pages tailored to each of its service areas, and has created one for Point Arena. The website will become live once the transaction is closed.
Recology’s online Account Management
capabilities allow customers to manage
their account at their own pace. After a
simple enrollment process, (which requires
the customer’s account number and service
address for validation), customers can view
their current service levels and scheduled
service days. Online Account Management
enables customers to:
Request service changes
Change contact and billing
information
Submit enquiries
View and pay their bill
View their next billing cycle
Request special services
View current service rates
Learn about services and programs
Beyond Account Management, Recology offer a variety of other information on its websites designed to educate customers on Recology’s services and programs. Content would be tailored to the City, and could include:
Links to outreach and education material
Announcements on new programs and services
Standard service descriptions
A “Contact Us” function, allowing customers to contact Recology Links to upcoming events
Recology also uses social media to help spread its Waste Zero mission and educate customers on services. This serves as an additional method for Recology to share service updates, and community events, tips on sustainable living, and news.
Payment Options
Recology accepts bill payments online, over the telephone, by mobile application, in-person, or as recurring monthly charges. The majority of Recology’s customer bills are produced on paper and mailed to customers. However, a growing number of Recology’s customers prefer to pay their bills electronically.
Customers have the option to receive their bills and make payments electronically over a secure website through Recology’s e-BillPay product. Payments can be made from credit card, checking, or savings accounts, accessed through the website.
In addition, Recology offers customers the option of paying their service bills via recurring Automated Clearing House (ACH) direct debits from a customer-authorized bank account. To pay by ACH debit, customers must provide Recology the applicable bank account information and authorize the deduction from their bank account.
Recology also accepts in-person bill payment. Recology’s CSSs can also process payments made over the phone using a checking or savings account, or by credit or debit card. CSSs accept these payments using the e-Bill Pay option, which processes the payment electronically and eliminates the need to take payment checks to the bank.
Additional Requirements
With the assignment of the agreement, Recology Sonoma Marin understands and recognizes that we will be bound by the existing contract terms currently defined in the franchise agreement.
Recycling Centers
Recology understands that Point Arena utilizes a recycle center/public depot. Services will continue as previously provided and Recology will partner with city staff to ensure education and outreach promotes recycling and minimizes illegal dumping at the site. Customers suspected of abusing the system will be contacted by the Waste Zero team to find alternate solutions for all parties involved.
Bulky Items Annual Event
Recology will schedule an annual bulky item collection event for the customers of Point Arena. Dates and times for the event will be scheduled in collaboration with city staff and management.
Personal Container Swaps
Recology was told that there are current customers who have not been provided company issued carts for collection and have been using personal cans as a substitute. Following assignment and the transition to Recology, carts will be issued to any customer needing a personal can replacement.