When the temperatures plummet, ensuring the uninterrupted flow of clean drinking water takes a dedicated team and proper preparation. At TVWD, our staff – from field technicians to office personnel – shift their focus to a singular goal: maintaining public safety and water service during extreme cold.
This comprehensive effort, often planned as early as October or November, is about far more than just checking boxes; it’s about mobilizing a resilient team ready to face the elements.
“We use a proactive approach, gearing up long before the first frost,” said Mike E., Field Customer Service Lead. “We start with equipment checks to make sure every truck is stocked and ready to go. We confirm tools like vehicle chains and propane torches are staged, and that our staff's inclement weather gear and ice cleats are on hand.”
Planning Before the Storm
In late fall, staff run through pre-season checklists to confirm that vehicles are test fitted with chains or studded tires, and communication tools like two-way radios and laptops are ready for deployment. Volunteer lists are updated, and coordination begins with partners such as Washington County Emergency Management, Tualatin Valley Fire & Rescue, and neighboring utilities.
“The goal is to make sure we can respond to anything—from mainline leaks to frozen meters—quickly,” explained Ryan S., Water Operations Division Manager. “We prioritize safety first, both for the public and for our crews in the field.”
Command Central: Coordinating the Response
When a large-scale freeze event begins, TVWD’s Command Center becomes the heart of the operation. Incoming calls are filtered, field teams are dispatched, and service data is logged in real time. Communication flows with one goal – ensuring everyone stays connected.
To maximize responsiveness during the event, the service area is increased from a standard 3 zones to a 5-zone coverage. Teams work in pairs, ready to handle the most urgent issues first:
- Public safety: Addressing leaks and ice in roads or sidewalks.
- Keeping the water system functioning: Checking on our reservoirs, pump stations, and other infrastructure to ensure the water system is working correctly.
- Customer water issues: Thawing frozen water meters or turning off water service to homes to limit water damage from burst pipes.
This prioritization ensures that critical services, like fire suppression and water for hospitals, remain the top concern. All non-freeze activities are paused so crews can focus fully on emergency response.
"The Command Center structure is essential," explains Brock W., Field Customer Service Representative. "An increased volume of calls can easily overload our system, but the command center helps us maintain awareness of our field personnel while accurately tracking every service request. It gives us the ability to triage and make smart dispatch decisions."
Commitment in the Cold
For the dedicated employees and after-hours personnel, the work during a freeze event is challenging. Teams, sometimes required to stay in the field during periods of inactivity, rely on clear communication with Command Center for the latest updates.
"It can be a long day, but we know the community is relying on us," said Dakota K., Field Customer Service Representative. “We know how stressful freeze events can be, and that can be compounded when customers experience an issue with their water. They’re usually relieved when we show up. That’s what keeps us going – knowing we’re helping people when they need it most.”
TVWD’s water system is built for resilience, with regional connectivity, multiple water sources, and backup systems. But it's the preparation and dedication of the people behind the scenes that truly keeps the water running when Mother Nature strikes. Even in the coldest weather, our teams are out there – working long hours, often in tough conditions – to keep your water safe, reliable, and flowing.
