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Public Engagement Strategy (PES) outlines how
to involve the public in an engagement and dissemination plan. It describes the objective, timetable, branding. strategy, approaches, plan, reporting and cost.
Objective: Engage with and
educate the City of Rialto community
about Water and Wastewater services
and costs.
Timetable: September 2023
to November 2023.
Branding: Name, Tagline, &
logo. (See page 2)
The Rialto Utility Sustainability
Team (TRUST)
Tagline – Ask TRUST
Logo Options
Strategy: Various
Approaches that bring The Rialto
Utility Sustainability Team (TRUST) to
residents and businesses.
Approaches: (See page s 3-6)
1) Tabling Events
2) Public Speaking Engagements
3) Rialto Water Services (RWS) Call
Center
4) City website
5) RWS website
6) Press Release
7) City of Rialto billboards
8) Social Media Posts
9) Print flyers/postcards
10) Discussion on Rep’d (www.repd.us)
Reporting: Report monthly
Quantitative and Qualitative data of
interface platforms with The Rialto Utility
Sustainability Team (TRUST) as
informational items on monthly Water
Subcommittee Agenda and weekly
reports for internal staff. (See page 7)
Plan: Reach and engage with a
minimum of 10%, or 10,000 Rialto
community members to receive input on
the revenue analysis for the water and
wastewater funds. (See page Appendix for
examples of Prop 218 Brochure, social media posts, etc.)
Cost: $60,000 of available funds
in FY 22/23 Operating Budget to be
carried forward into FY 23/24 to fund The
Rialto Utility Sustainability Team (TRUST)
PES. (See page 8)
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Branding:
Name – The Rialto Utility Sustainability Team (TRUST)
Tagline – Ask TRUST
Logo Options – A or B or C [ALTERNATIVE]
C: ALTERNATIVE
A:
B:
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Approaches:
1) Tabling Events. **Youth Sports – various with potential tabling opportunities at Rialto Parks, Recreation, and Community Services’ TeamSideLine.com Events, North Rialto Little League Baseball, Rialto Park Little League Baseball, Eastern Rialto Little League, Rialto Girls Softball, Rialto Panthers Junior All-American Football and Cheer, Rialto Pony League, Rialto Youth Soccer, Rialto United Soccer.
September Reach #'s
Su M Tu W Th F Sa 09/04/23 (Mon) Labor Day holiday
1 2 09/06/23 (Wed) Rialto Farmers Market (10am to 2pm) 200 Tabling Event 3 4 5 6 7 8 9 09/09/23 (Sat)
Pet-a-Palooza and Pollution Prevention Fair
(10am to 1pm) 2500-3500 Tabling Event
10 11 12 13 14 15 16 09/09/23 (Sat) Sports Hall of Fame (9am to 11am) 100 Tabling Event 17 18 19 20 21 22 23 09/12/23 (Tue) City Council Meeting (6:30pm) Public Meeting 24 25 26 27 28 29 30 09/13/23 (Wed) Rialto Farmers Market (10am to 2pm) 200 Tabling Event 09/14/23 (Thu) Social Media Posts & eNewsletter Social Media Posts 09/19/23 (Tue) Utilities Commission Meeting (6pm) Public Meeting 09/20/23 (Wed) Rialto Farmers Market (10am to 2pm) 200 Tabling Event 09/21/23 (Thu)
Email Rialto Commissioners of Upcoming
Presentations Public Speaking Engagement
09/21/23 (Thu) Social Media Posts & eNewsletter Social Media Posts 09/23/23 (Sat) Viva la Fiesta (6pm to 9 pm) 2500-3500 Tabling Event 09/26/23 (Tue)
Set Prop 218 Public Hearing Date at City
Council Meeting (6:30pm) Prop 218 Requirement
09/27/23 (Wed) Rialto Farmers Market (10am to 2pm) 200 Tabling Event 09/28/23 (Thu) iHelp I.E. Senior Advocacy (10am to 1pm) 50 Tabling Event 09/28/23 (Thu) Social Media Posts & eNewsletter Social Media Posts 09/29/23 (Fri) Prop 218 Mailing & Press Release Prop 218 Requirement October Reach #'s
Su M Tu W Th F Sa 10/04/23 (Wed) Rialto Farmers Market (10am to 2pm) 200 Tabling Event 1 2 3 4 5 6 7 10/05/23 (Thu) Social Media Posts & eNewsletter Social Media Posts 8 9 10 11 12 13 14 10/07/23 (Sat) Black on the Block Expo (noon to 4pm) 50-100 Tabling Event 15 16 17 18 19 20 21 10/07/23 (Sat) Walk Like Madd (8am to TBD) 200 Tabling Event 22 23 24 25 26 27 28 10/08/23 (Sun) Run Around the Rocks (8am to TBD) 200 Tabling Event 29 30 31 10/09/23 (Mon) Columbus Day holiday
10/10/23 (Tue) City Council Meeting Public Meeting
10/11/23 (Wed) Rialto Farmers Market (10am to 2pm) 200 Tabling Event 10/12/23 (Thu) Social Media Posts & eNewsletter Social Media Posts 10/14/23 (Sat) **Youth Sports Event (Location & Time TBD) TBD Tabling Event 10/17/23 (Tue) Utilities Commission Meeting Public Meeting 10/18/23 (Wed) Rialto Farmers Market (10am to 2pm) 200 Tabling Event 10/19/23 (Thu) Imagine A Day Without Water Virtual Event Public Meeting 10/19/23 (Thu) Social Media Posts & eNewsletter Social Media Posts 10/21/23 (Sat) **Youth Sports Event (Location & Time TBD) 200 Tabling Event 10/22/23 (Sun) Fire Open House, Sta. 205 (10am to 2pm) 200 Tabling Event 10/24/23 (Tue) City Council Meeting Public Meeting
10/26/23 (Thu) Social Media Posts & eNewsletter Social Media Posts 10/28/23 (Sat) Distribute Flyers at Community Clean-up Day Tabling Event 10/31/23 (Tue) Halloween Hi-Jinks (5:30pm to 9:30pm) 4500-5000 Tabling Event November Reach #'s
Su M Tu W Th F Sa 11/02/23 (Thu) Social Media Posts & eNewsletter Social Media Posts 1 2 3 4 11/05/23 (Sun) Daylight Saving (move clocks back 1 hour) holiday 5 6 7 8 9 10 11 11/09/23 (Thu) Social Media Posts & eNewsletter Social Media Posts 12 13 14 15 16 17 18 11/10/23 (Fri) Veterans Day Observed, City Hall Closed holiday 19 20 21 22 23 24 25 11/11/23 (Sat) Veterans Day holiday 26 27 28 29 30 11/14/23 (Tue) Conduct Prop 218 Public Hearing Prop 218 Requirement 11/16/23 (Thu) Social Media Posts & eNewsletter Social Media Posts 11/23/23 (Thu) Thanksgiving holiday
11/24/23 (Fri) After Thanksgiving, City Hall Closed holiday November 2023
September 2023
October 2023
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Approaches:
2) Public Speaking Engagements. Take TRUST to the Community by scheduling speaking opportunities with established Rialto Community Groups with the goal to schedule one per week starting September 17th.
Potential Speaking Engagement List:
• Invite the public to Rialto Engagement Group Meetings with 2 meetings in October and 1 in November and 1 additional meeting to be held in Spanish, dates and locations to be determined (TBD)
• Friends of the Rialto Senior Center
• Rialto Community Gardens
• Rialto Chamber of Commerce
• City of Rialto Branch Library
• Rialto Historical Society
• Rialto Women’s Club
Rialto Senior Communities
• Southpointe Villa Senior Apartments, 302 W. Merrill Ave. • Julia Palms Apartments, 245 E. First St.
• TELACU Rio Alto, 545 Bloomington Avenue1
• TELACU La Paz, 164 W. Merrill Ave. 1
• TELACU Tierra Serrano, 773 W. Foothill Blvd. 1
• Ramrod Mobile Home Park, 1010 N. Terrace Ave. 1
• Green Tree Senior Apartments, 245 E. First Street1
• Citrus Grove Apartments, 1432 N. Willow Ave. 1
• Southpointe Villa, 302 W. Merrill1
• Willow Village, 1150 N. Willow1
• Vista Cascade, 433 W. Cascade Dr. 1
• The Crossing (Natl. CORE), 177 West South Street1
• Park Place Rialto, 385 W. Jackson St1
• Renaissance Villages, (Natl. CORE) 220 N. Glenwood1
• Vista Cascade, 433 W. Cascade Dr. 1
1SOURCE: Rialto 6th Cycle Housing Element Update (2021-2029) Tables 3-36 & 3-37
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Approaches:
3) Rialto Water Services (RWS) Call Center – list of commonly asked questions and answers so that residents/businesses receive consistent messaging.
4) City Website – create a dedicated page for water and wastewater public engagement services, and if authorized by the city council include information on rates/schedules.
• Create a GIS layer searchable by address so that residents can look up their water and wastewater rates.
5) RWS Website – link to city website about water and wastewater public engagement services.
6) Press Release
7) City of Rialto Billboards
8) Social Media Reach (post will be animated)
• Rialto Network Facebook……………………….
• City of Rialto Facebook……………………………
• Rialto Network Instagram……………………….
• City of Rialto Nextdoor…………………………..
members,
claimed
households, & 24 neighborhoods
• City of Rialto X, formally Twitter……………….
• Partner with Rialto Unified School District (RUSD) to include advertisements in their established communication platforms.
9) Print flyers/postcards left at the following locations. • City Hall
• Community Services Building
• Senior Center
• Fitness Center
• City Clerk
• Fitness Center
• Rialto Water Services
• Message board at Rialto businesses and non -government agencies, for example WIC, gyms, coffee shops, etc.
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32%
68%
10) Discussion on Rep’d ( https://www.repd.us/) 3-month pilot program to run mid-September through mid-December that will create quantifiable metrics that will be used to monitor the engagement process
Video Q&A platform for communities with a Spanish Translation Easily sharable links and data analytics
Community can ask or upvote questions about water and wastewater services Watch and share a 30 to 120- second video from a TRUST expert with information updated weekly (individual s submitting question s will receive an emailed response within 1 business day )
Email not required, instead use [email protected] Centralize questions from Tabling Events, Public Speaking Engagements, RWS Call Center, and RUA calls and direct residents/businesses to a central portal from a public-facing online engagement from the city/RWS website, social media posts, and print media
List of 25,072 of the
approx. 53,000 registered
Rialto voters
Residents can opt in or out
at any time
Delivery of weekly
eNewsletter
Provide a survey questio n
to obtain public input
Approaches
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QUANTITATIVE DATA MEASUREMENT
• Measuring Visibility
When and the number of printed materials
distributed
When and the number of Social Media posts
Number of followers, post reach, and post
engagement on social media platforms
Staff response time to the various communication
tools
• Measuring Engagement
Number of the geographic distribution of public
meetings and outreach opportunities
Number of attendees to events
• Measuring Input and Feedback
Number of the geographic distribution of
comments received through online engagement
tools and in-person events
QUALITATIVE DATA MEASUREMENT
• Effectiveness of different meeting formats
• Public understanding of the services provided
• Quality of the comments received and the use of the input in revising the Public Engagement Strategy (PES)
plan/timeline
• Effectiveness of notification and communication tools •
Effectiveness of visualization tools and techniques
used
Reporting: Report monthly Quantitative and Qualitative
data as informational items to monthly Water Subcommittee Agenda and weekly for staff
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*Total is rounded
DESCRIPTION COST
Required for Prop 218 Compliance
1) Prop 218 mailing for Rialto property owners and tenants $ 22,000 2) Prop 218 Brochure printing at $0.30 for 34,000 $ 10,200 3) Online flyers/posting using existing media channels $ 0 Subtotal $ 32,200
Cost of PES Implementation
4) Branding
TRUST tablecloth
TRUST Branded collateral such as pens, water bottles, keychains, jar openers, and/or magnets
$ 300
$ 15,000
5) Rep’d 3-month pilot program ($6,000) and email list plus email list ($1,254)
$ 7,254
6) Printing cost of Education Flyers/postcards/brochures $ 5,000 Subtotal $27,554
TOTAL $60,000*
Cost: $60,000 of available funds in FY 22/23 Operating Budget to be carried forward into FY 23/24 to fund The Rialto Utility Sustainability Team (TRUST) PES.
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The following questions will be asked and answered as Commonly Asked Questions on the City/RWS website, given to customer service staff, and featured in social media posts.
GENERAL QUESTIONS
1) What is Proposition 218?
2) Who helped the city determine the proposed rates?
3) Does the city offer a Senior or Low-Income Discount? 4) What happens if we decide to delay the rate increase or reduce the rate increase? 5) When was the last rate increase?
6) What did the last rate increase pay for?
7) Why does the city need more money now?
8) Who can I call to get more information?
9) How do I know that the city will complete the expected infrastructure projects with these new rate increases?
10) Has the City pursued state or federal funding (grant funds) to support the infrastructure improvements instead of increasing rates? 11) What has the city done to try to keep the rate increase low?
WATER AND SEWER QUESTIONS
12) How do I find out if I am paying for just water or water and sewer? 13) How do I calculate my water and sewer bill with the proposed rate adjustments? 14) What are the changes to the water and sewer rate structure? 15) What will the increase in water and sewer rates be used for? 16) Why do my water and sewer rates need to increase?
17) What will be included in my water and sewer bill?
18) What projects will these rate increases pay for?
WATER QUESTIONS
19) Why is so much more of my water bill tied to my meter size instead of how much water I use?
20) How can I reduce my water bill?
21) Why do I have to pay a fixed service fee for water that benefits other people if I consume less water?
SEWER QUESTIONS
22) Why are our sewer rates higher than other neighboring cities? 23) How can I reduce my sewer bill?
Appendix: Sample Questions
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PROPOSED WATER AND SEWER RATES EFFECTIVE JANUARY 1 2024-2028.
Every day, the City of Rialto/Rialto Utility Authority as operated by Rialto Water Services and Veolia generates clean energy, delivers high-quality water to over 12,000 customers, and protects the environment and public health by treating sewer for over 21,400 residents and businesses. Our work is almost exclusively funded by the rates that customers pay and is offset by state and federal grants.
Did you know in the last 5 years, RUA received substantial grant funds to offset the cost of capital improvement projects? These funds were used for much- needed infrastructure projects and helped to offset costs to our customers.
Our systems work 24 hours a day, 7 days a week, 365 days a year with emergency services available day and night to monitor these systems.
Our rates reflect the true cost of operating, maintaining, and upgrading our water and sewer systems. To continue delivering the services that Rialto residents and businesses depend on, the RUA is proposing water and sewer rate increases, effective January 1, 2024.
YOUR DOLLARS AT WORK. Water and sewer systems are critical to public health. The city of Rialto/RUA is committed to providing customers with safe, reliable, and affordable drinking water and a combined sewer system that protects the environment from pollution. These systems require ongoing maintenance and upgrades. Many parts of the city’s water system are over 50 years old, and the oldest parts of the sewer system date back to the 1960s. We need to continue to maintain and upgrade aging systems to prevent breaks, meet regulatory requirements, and improve seismic safety. Your dollars pay for essential services and projects that protect public health. INCLUDE PICTURES OF INFRASTRUCTURE PROJECTS AND GRANTS RECEIVED IN THE LAST 5 YEARS THAT OFFSET RATE INCREASES FROM 2019 – 2023.
Appendix: Prop 218 Notice
Propose having Prop 218 Notice information displayed in a brochure style with easy- to-read infographics and less text in English and Spanish.
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OUR PUBLIC RATE SETTING PROCESS. The City/RUA is committed to a transparent public rate-setting process and The Rialto Utility Sustainability Team (TRUST) is available to answer your questions. An independent rate consultant has completed a Revenue Analysis and Rate Study. The rate study findings provide the basis for our rate proposal, which goes through an extensive review process to ensure affordability, stability, and fairness. Interested customers and others can provide comments on the proposed rates at Rialto Engagement Group Meetings. To learn more about our rates package, rate-setting process, and upcoming meetings, visit www.yourrialto.com/Rat es.
WAYS TO REDUCE YOUR WATER AND SEWER BILL. Low-Income Household Water Assistance Program (LIHWAP): LIHWAP helps pay overdue bills which accrue during any timeframe. If you are struggling to afford your water or wastewater bills, contact Community Action Partnership to see if you qualify for assistance through LIHWAP by visiting www.capsbc.org o r calling (909) 723-1500.
Senior Citizen Discount: residential customers aged 65 and over qualify for a 20% discount on the "Monthly Minimum Charge." Qualifying residents must present proof of age. Low-Income Discount: households who have incomes at or below the Low-Income Limit (80% of Median Income) as published by the U.S.
Department of Housing and Urban Development (HUD) for San Bernardino County quality for 20% discount on the "Monthly Minimum Charge." Qualifying households must present proof of identification, income, residence, and a copy of the bill to apply for the program. The discount is not applicable to commercial or industrial customers. The Senior Citizen Discount and Low-Income Discount are mutually exclusive. An account holder may only receive one such discount at any period. If at the time of application for the discount, an account holder is eligible and applies for both discounts, then only the Senior Citizen Discount shall be applied to charges after the date of application, but not the Low-Income Discount.” UUT Exemption: For more information regarding the Utility Users Tax exemption, contact (909) 820-2661.
PROPOSED RATES SCHEDULE. More information once the proposed rate schedule is established.
Appendix: Prop 218 Notice
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Monthly Fixed Charges. Service charges are the
same every month, regardless of water consumption.
Water service charges vary by meter size. Water
service charges recover fixed costs, like the city’s Concession Agreement with Rialto Water Services, customer service and billing, maintenance of water meters, and facilities used to provide water for fire protection that benefits all City of Rialto customers.
Sewer service charges are set by the number of connections for commercial, industrial, and institutional buildings and are the same for all residential sewer customers. Sewer service charges recover the fixed costs associated with the
maintenance and operation of the City’s Sewer Treatment Plant, costs associated with the city’s Concession Agreement with Rialto Water Services, and capital improvement costs.
Volumetric Rates: Residential Customers Residential water rates are billed based on metered water usage and tiers…
Impact on your bill: A typical single-family home uses approximately 11,969 gallons of water, equal to 16 hundred cubic feet, per month. The monthly water bill for this typical home would increase calculation…. Add additional information once the rate study is complete.
WHY ARE YOU RECEIVING THIS NOTICE? This notice is being sent to you by the City of Rialto ("City") and the Rialto Utility Authority ("RUA") pursuant to the California Constitution Article XIIID, which was added to the California Constitution by Proposition 218.
WHAT IS PROPOSITION 218? Proposition 218 is an article of the California Constitution that was passed by California voters in November 1996. It establishes the process by which public agencies can raise fees for public services.
Appendix: Prop 218 Notice
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It was designed to provide greater ratepayer involvement in the entire rate- setting process.
WHAT DOES PROPOSITION 218 REQUIRE OF GOVERNMENTAL ENTITIES? Proposition 218 requires cities to mail a public hearing notice to every property owner about proposed rate changes 45 days prior to holding a public hearing during which the City Council considers whether to adopt the changes. It also establishes a protest process for account holders to follow if they wish to oppose the proposed rates. The City has chosen to send this notice to rate-paying tenants as well.
WHO RECEIVES PUBLIC HEARING NOTICE? Every property owner and rate- paying tenant receives a public hearing notice.
WHAT SERVICES ARE COVERED BY THE RATES? The rates are for the operation and administration of the water and sewer services and programs implemented by the City’s Concession Agreement with Rialto Water Services. More information on services provided by Rialto Water Services is found at: https://rialtowater.com/
ARE WE THE ONLY CITY EXPERIENCING AN INCREASE IN WATER AND SEWER SERVICES? No. Add information about local rate increases of other agencies.
WHAT ARE THE REQUIREMENTS FOR SUBMITTING A PROTEST OF THE RATES? In accordance with Article XIII D, Section 6, of the California Constitution (also known as Proposition 218), you have the right to submit a written protest against the proposed water and sewer rates.
Water and sewer rates are subject to majority protest, which means if a majority of impacted property owners (or renters if they are financially responsible for the bill) submit written protests against the increases described herein, neither the City nor RUA can institute the new rates. Written protests are accepted by the City Clerk by mail to 150 S. Palm Ave., Rialto, CA 92376, or in person at the public hearing scheduled for…TBD.
Appendix: Prop 218 Notice
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Protests may not be delivered electronically or verbally. All written protests must, at a minimum, include the following information to be counted:
(a) address or assessor parcel numbers of property subject to the new rates (b) printed name and signature of the protester and whether the protester is a property owner or rate-paying tenant, and
(c) a clear statement protesting the rates proposed in this notice. Written protests by electronic mail (email) or fax will not be accepted.
Only one protest can be filed by an account holder per parcel (or service address) to count as a valid protest vote.
UNDER CALIFORNIA GOVERNMENT CODE SECTION 53759, THERE IS A 120-
DAY STATUTE OF LIMITATIONS FOR CHALLENGING ANY NEW, INCREASED, OR EXTENDED FEE OR CHARGE. THIS STATUTE OF LIMITATIONS APPLIES TO
THE WATER AND SEWER SERVICE RATES AND CHARGES PROPOSED IN THIS NOTICE. IT ALSO APPLIES TO FUTURE CHANGES TO WATER AND SEWER RATES AND CHARGES.
Written protest must be mailed in an envelope or delivered to: City Clerk, 150 S. Palm Ave., Rialto, CA 92376 by TBD, at the time of the Public Hearing.
I ___________________________________________________________ oppose the proposed rate increase.
Assessor’s Parcel Number or Address:
______________________________________________________________________
Signature: ____________________________________________________________
Appendix: Prop 218 Notice
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Appendix: Social Media Posts
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Appendix: Social Media Posts
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Appendix: Social Media Posts
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Appendix: Social Media Posts
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Appendix: Social Media Posts
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Appendix: Social Media Posts