Building Trust and Advancing Equity at Philadelphia Water
Abstract: The Philadelphia Water Department provides integrated drinking water, wastewater, and stormwater management services for the City of Philadelphia. As one of the poorest big cities in the United States of America, with nearly a quarter of the population living in poverty, many Philadelphians have struggled to pay their monthly water bills. In 2017, Philadelphia launched the Tiered Assistance Program to provide assistance to residential water customers based on household income or special hardship criteria. With the economic disruption caused by the COVID-19 pandemic, the need for customer assistance has only grown. However, we are faced with challenges gaining the public’s trust, which prevents some from accessing assistance. Furthermore, the City of Philadelphia, including the Water Department, has embarked on a process to advance a shared framework to embed racial equity as a governing principle in the City’s budgeting, community engagement, service delivery, and significant strategic initiatives. Mr. Abrams will detail the Philadelphia Water Department’s efforts to engage diverse communities, educate and build trust, and embed equity in our work.
Biography: Glen Abrams serves as Deputy Commissioner of Communications and Engagement leading the Public Affairs Division at the Philadelphia Water Department (PWD). PWD is a municipal integrated drinking water, wastewater, and stormwater utility serving over 1.7 million people in Philadelphia and the surrounding communities. Mr. Abrams directs PWD’s Public Affairs Division, which creates and implements comprehensive communications strategies to inform and educate Philadelphians about PWD, expand access to PWD services, and provide residents with critical information in times of breaking news and emergency repairs. The Division also has a special focus on education, public engagement, and community relations to mediate the needs, expectations, and concerns of PWD’s customers and stakeholders. Prior to assuming the Deputy Commissioner role, Mr. Abrams served as Senior Director of Sustainable Communities at the Pennsylvania Horticultural Society, directing regional urban forestry and residential stormwater management programming, as well as community education about sustainable practices. Mr. Abrams also worked at PWD’s Office of Watersheds for nearly 12 years and was instrumental in the early demonstration projects and partnerships that helped establish Philadelphia’s innovative and highly regarded "Green City, Clean Waters" program.
