Service in Action: Focus, Listen, Respond

Registration Fees:
    • AWWA Member: $95
    • Non-Member: $120

Registration Deadline: November 28, 2025

Click Here to Register

Agenda (4.5 Contact Hours Available - Pending OEPA Approval)
    • 8:30am - 9:00am: Registration 
    • 9:00am - 9:15am: Welcome & Introductions 
    • 9:15am - 10:15am: Service from All Sides: Perspectives That Improve the Customer Journey
        • Presenters:
            • Jen Rosemark, Rural Lorain County Water Authority
            • Cathi Clements, Montgomery County Environmental Services
    • 10:15am - 10:30am: Break 
    • 10:30am - 11:15am: On the Frontlines: Keeping Cool When Customers Heat Up
        • Presenters: 
            • Debbie Conner, City of Elyria Utilities Department
            • Reanna Decker, City of Findlay
    • 11:15am - 12:15pm: The Real World of Water Service: Scenarios you Can't Predict
        • Presenters: 
            • Casey Smith, City of Lima Utilities
            • Kim Spiert, City of Columbus
    • 12:15pm - 1:00pm: Lunch 
    • 1:00pm - 1:45pm: Solid Waste Transfer Station Tour
        • Presenter: Jamie Shephard, Community Outreach & Education Administrator
    • 1:45pm - 2:00pm: Break
    • 2:00pm - 3:00pm: Water, Words, and Service: How Communication Powers Customer Care
        • Presenter: Jenny Jaqua, City of Toledo
    • 3:00pm - 3:30pm: Closing Remarks, Survey, Announcements
        • Lead: Kim Spiert, City of Columbus