Episode 93 - When the Sewer Backs Up Responding to Sanitary Sewer Overflows

When a sanitary sewer overflow happens, the actions taken in the first few hours matter. A quick, consistent response can help limit property damage, preserve important evidence and make the claims process easier to navigate.In this episode of OMAG All Access, host William Sheppard, OMAG Director of Risk Management, is joined by Associate General Counsel Sean McKelvey, Director of Claims David Dalton and Risk Management Specialist Hunter Askew to discuss sanitary sewer overflow response from the legal, claims and risk management perspectives.The conversation covers what utility personnel should do when an overflow is reported, what crews need to document, the importance of CCTV inspections and how to communicate with affected residents without making assumptions or prematurely admitting liability.The group also discusses the importance of preventative maintenance, notifying OMAG as quickly as possible and having a formal response plan in place before an incident occurs.In this episode:First steps after receiving a sanitary sewer overflow reportDocumentation, photographs, video and CCTV inspectionsCommon response mistakes that can create problems laterWhat field personnel should and shouldn’t say to residentsCommunication and empathy during a difficult situationWhen to notify OMAG of an overflow or potential claimHow planning and preventative maintenance can help reduce riskThe takeaway is simple: have a plan, follow it every time and think before you speak.