1. Conversations With Customers: What We’ve Learned From Talking With Them

Brenda Culler, Cleveland Water

This presentation will highlight lessons learned from talking with customers during lead service line replacements, phone calls to both Cleveland Water Department’s phone lines dedicated to lead and water quality inquires, and presentations about water.

2. Drinking Water Risk Communication Toolkit

Alycia Overbo, Minnesota Department of Health

This presentation discusses practical tools and resources used in Minnesota to help public water systems communicate about risk with their customers, including the Drinking Risk Communication Toolkit, and will include examples of how the toolkit has been used and future areas of expansion.

3. EPA Flint Water Response: Risk Communication Case Study

Diane Russell, EPA Region 5

This presentation will highlight EPA’s drinking water response in Flint, Michigan, including the communication challenges. EPA’s engagement strategy will also be discussed.