AWWA ACE61796

Faced with the need to build a water treatment plant on a historical site in a residential area, the Regional Water Authority (RWA) in New Haven, Connecticut embarked upon a public involvement program designed to hear and act upon the concerns of residents and the community. RWA worked closely with the public to construct the Whitney Water Treatment Plant in Hamden, Connecticut, a power-sharing model that led to an award-winning design and broad public support. In approaching this large infrastructure project located in a residential community, the Authority developed a philosophical framework of deep public involvement as well as a number of important practices that were essential to the project's ultimate success. This paper discusses each pactice, including: learn about the community before you meet with it; identify all the stakeholders in the project; make sure your utility's leadership is behind you; give up the decisions you do not have to make; find visible ways to build credibility early in the project; design a structured process that allows the community to fully participate; find little ways to show your appreciation of the community's time; and, communicate honestly and often.