- Describe any regulatory citations received and how problems were corrected.
There have been no regulatory citations received for any of the Region’s HHW Depots.
4. Worker Health & Safety
- Describe employee training frequency and topics. What safety procedures do you use and how do you enforce them? Include injury rates and what methods used to reduce injuries.
Training takes place on a regular basis which includes an initial training and annual refreshers. There have been no injuries to date. In accordance with the operation permit, all personnel in charge of the operation of HHW depots are required to be:
- Trained, knowledgeable and qualified to receive, handle, document, segregate, store and ship
- Trained in the refusal procedures
- Trained on the Environmental Compliance Approval related to the HHW operation
- Trained in the applicable legislation including but not limited to Ontario Regulation 347 and Transportation of Dangerous Goods
- Trained in emergency procedures and equipment use
- Trained in the environmental concerns and Occupational Health and Safety related to HHW
- Trained in recording procedures related to daily records
- Trained in Inspection procedures related to Maintenance
- Trained in recording procedures related to public complaints
- Receive annual refresher training
- Any other staff or labourers, will be under the direct supervision of someone who has the required qualifications and training as required
5. Performance, Economics & Cost-Effectiveness
- How do you measure success for the special waste collection facility?
In 2015, a total of 782,701 kg of material was collected during HHW event days held by Niagara Region. This consisted of 14.5 separate days where residents would come to dispose of their HHW. During the 14.5 event days, 22,702 vehicles were serviced. In 2016, with the opening of the 2 new depots, 901,184 kg of material was collected and 45,037 vehicles were serviced, with the elimination of all event days. The was a significant decrease in the cost per vehicle for the entire HHW program, from $8.39 net cost per vehicle (cost minus funding) in 2015, to $2.30 net cost per vehicle in 2016.
The amount of customers, or vehicles serviced, along with the tonnage collected are indicators supporting the success of the program within its first year. It is expected the increase in residents serviced and tonnage is due to the increased convenience, paired with appropriately selected locations. Continued promotion and education is used to drive resident engagement and communicate the use of these HHW depots year-round rather, than the previous event days where residents would experience long wait times on Saturdays, in order to properly dispose of their HHW.
- Does your operation performance equal or exceed the goals and expectations you set? If not, what are your lessons learned, and what are you doing to improve?
Niagara Region has exceeded its initial goals and targets for the HHW depots. The construction budget was $1.5 million (to build one site), and the actual expenditure was $1.47 million, 2% under budget, for the construction of two permanent HHW depots. In 2016, with opening the permanent HHW depots, Niagara achieved 45,307 vehicles served, exceeding the previous year by 98%. In 2016, with opening the HHW depots, Niagara received 901 metric tonnes HHW material, exceeding the previous year by 15%.
- If you have a facility, how much downtime does it have, how long is each instance on average and what measures have been taken to reduce downtime?
There is no downtime at the HHW depots; both operate Monday to Saturday, year-round. There are also measures in place in the contract to ensure contractor personnel are always available to ensure no downtime. A call-in procedure is used for attendant absences to ensure replacement attendants are available. The transportation, disposal and recycling contract allows for 24 hour service to ensure the site always maintains capacity to remain open.
- How does your organization foster customer service? How do you determine whether you are doing a good job in responding to customer concerns?
Niagara Region has a corporate customer service policy that involves putting the customer first, and enhancing ways we can interact with customers to make our services more accessible. Customer service is part of the ongoing annual training for staff operating the depots. Based on direct feedback from customers, they really enjoy the improved service level for safely disposing of their HHW and there have been no complaints thus far. In addition, there are customer service standards in the operation’s contract requiring the contracted operator to provide prompt, efficient, friendly and professional service that requires residents to be serviced no longer than 10 minutes after arrival.