City to review communications strategy amid concerns around east Kamloops water main break

It was a similar scenario for business owners and the East Kamloops Business Improvement Association (EKBIA) has been fielding questions and trying to pass on information.

“Everything that really needs to have a potable water source has been shutting down and even then some,” executive director Clare Warner said. “Other businesses aren’t sure if they are supposed to be bringing in employees if they don’t know what the conditions are and how long this may last.”

Thursday (May 14) afternoon, the city said crews are making good progress on repairs that began around 8:00 a.m.

The city also clarified Thursday morning that the ever changing nature of the emergency meant – despite their best efforts – they, too, struggled to keep up at times.

“When we put out the first alert to reduce water use, we did state that wasn’t effective. That didn’t mean people weren’t listening to it,” Joe Luison, the city’s assistant civic operations director, said. “That just meant communication that went out – it wasn’t enough time for people to get involved with it before reservoirs ran dry.”

The city used Voyent Alert to get that message out to people who had signed up to get alerts through the mobile app, text, phone call or email. Social media was also used along with road signs to try to get word out to as many people as possible.

“It’s all reactionary,” Luison added. “We tried notices, social media – that generally is a way that gets to the most. Does it get to everybody? No, but that’s where we have to rely on community to jump in and try to help each other out.”

There were also people going door-to-door, but Luison said they had to double back every time the situation changed. He suggested residents could also help by sharing verified information with people who may not be aware of the situation.

“It’s out community. We’re all in this together and we’re just trying to make sure we keep people in water, not even water, in any emergency. If you can lend a helping hand because you have something and you know somebody that is in the area, call them and share the knowledge.”

Just like after the Juniper Ridge fire in 2021 – which prompted the city to begin using Voyent Alert – city officials are committed to reviewing their response to this water main break that began as a water main valve failure on Sunday before escalating into a leak and then a water main break.

“It is a valid concern if people are saying they didn’t know as quickly as they needed to,” Deputy Mayor Katie Neustaeter told CFJC Today. “I also think more than one thing can be true. I think it’s true that the reservoirs depleted quickly because things like irrigation continued. I think it’s also true that not everybody knew who needed to.”

Neustaeter said the city will use the feedback it has been getting to potentially make adjustments to its communications strategy.

“The data shows Kamloops comes to the table and rises to the occasion and wants to do the right thing in almost all circumstances,” Neustaeter said. “This gives us a good reason to go back and examine this and make sure that we do better in the future.”

by Victor Kaisar

City to review communications strategy amid concerns around east Kamloops water main break

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