The Board of Directors employs
a general manager to lead and manage the day-to-day operations of the district within the organizational structure and annual
budget approved by the Board. The general manager is responsible
for employing the remainder of the staff.
The organizational structure
for the district includes 31 staffing positions. Seven staff members work
at the district’s main office at the intersection of Welch Lane and Hammer Road in Gun Barrel City.
The remaining 24 staff members work from the field shop on Hammer
Road or at one of the four plants operated by the district.
At the main office, an office
manager supervises the administrative staff and oversees a wide range of administrative functions including handling all human
resource functions. A bookkeeper handles payroll, accounts payables, tracks budget
line items, and prepares the district’s monthly financial reports, which are public records.
Customers calling to the
district’s main office are greeted by one of two customer service representatives.
These two employees receive all payments from customers, either in person or by mail.
Their most important work is assisting customers with questions or concerns, and initiating work orders when appropriate.
A billing supervisor handles
all monthly billings to customers for water and sewer services. He prepares a
large volume of other correspondence related to customer billing and new service, and assists the customer service representatives
with customer’s concerns or questions about their bills.
A customer service field
representative works out of the main office and handles connections for new service, disconnections, reconnections, and accuracy
checks on water meters.
All work orders are initiated
at the main office, usually by a customer service representative (telephone 903-887-7103), and then passed to the field staff. Work orders are prepared for cost estimates, new installations of service, inspections,
water leak repairs, troubleshooting of individual residence grinder pumps and main sewer line lift station pumps, water quality
check, and other customer concerns.
As work is completed by the
field staff, work orders are returned to the main office for close out, recording of inventory parts used, and filing of the
completed work orders in customers’ residence or business files.
At the Utility Service Center,
the operations manager oversees the operations and maintenance of two water treatment plants with two separate water
distribution systems, and two wastewater treatment plants, each with its own collection system. A total of six employees operate the four treatment plants.
A field supervisor supervises
six two-person teams who repair and maintain the water distribution systems and the wastewater collection systems. An additional two-person team reads and maintains water meters at businesses and residences.
Although teams are cross-trained,
these teams normally work specific areas to include new installations, water and wastewater main line repairs and maintenance,
grinder pump maintenance and troubleshooting, lift station maintenance, and wastewater collection line upgrades to eliminate
groundwater and rainwater from entering the collection systems.
Additionally the field staff
has a pump repairman and an inventory supervisor who maintain the necessary repair parts, piping, and pumps on hand.
Although the main office
hours are limited to 8 a.m. to 4 p.m., Monday through Friday, plant operators and field team staff are working or on call
24 hours a day.
A customer calling the main
office during other than normal working hours will hear a recording and given a chance to leave a
message. If the call is an emergency then the customer is given an on call number (903) 887-7200 to speak to an on-call staff
member. No service charges will apply to actual emergencies. If the primary on-call
staff become overloaded, an alternate is called in to assist with the work load.