Lorain utilities department office hours under council scrutiny, payment plan options updated

LORAIN — A Lorain councilwoman and the utilities director were at odds Monday over procedures at the city's Water Department. An exchange between Mary Springowski, D-at large, and Joe Carbonaro devolved into an argument that prompted apologies from both during a committee meeting focused on billing office procedures. The Utilities Department's billing office hours and procedures has come under scrutiny by Council in recent months, including previous discussions surrounding potential payment plan changes and the staff's availability to residents. On Monday, the issue came to a head during a Streets and Utilities Committee meeting ahead of a vote on an updated payment plan structure. The department's procedures included a billing office employee sitting at the cashiers' window from about 8 a.m. to noon each day, and after that, they were available by a lobby phone until the office closed at 4 p.m. A digital kiosk is available in the lobby, accepting cash and card payments throughout the day. Alternatively, an after-hours drop box, a phone payment system or the online payment system is available outside business hours. Carbonaro broke down last year's transactions handled by the department, with about 30 percent paid through its online service, 34 percent through its electronic kiosk, 21 percent through the mail or its drop box, 11 percent over the phone and about 3 percent in-person transactions. Victoria Kempton, D-2nd Ward, questioned why the billing staff member was not available to accept in-person payments after noon to assist residents who were unable to use the kiosk or who had to split payments between multiple methods — such as paying one bill with both cash and a credit card. "Why can't they go up to a window and ring a bell and talk to someone?" Kempton questioned. Carbonaro said before the pandemic the line for in-person services would stretch out the door, and when someone would come to the front window to ask a question or be put on a payment plan, another staff member would have to come from the back office to assist that person. He said keeping someone at the window full time is inefficient, especially if that person were to have to take payments and answer phone calls — as it would be rude to have them on the phone talking to ratepayers when trying to assist someone in-person as well. Kempton pushed back. "You don't think the person who is trying to pay with three types of payments and can't — or who has to wait and come the next day during your time, that's not inconvenient for them?" she said. She added later, "The kiosk can't answer any questions." Carbonaro said all customers must do is pick up the phone in the billing department's lobby to get connected to a staff member in the back office who will come out and assist them in person. Springowski agreed with Kempton. "We are public servants," she said. "... What we should be looking at is what can we do to provide the best service for our residents. It is incumbent on us to return to pre-COVID hours and a pre-COVID level of service." Prior to the pandemic, the billing office was available in-person during the department's regular hours without a ratepayer having to use a phone in the lobby. She suggested the department look at redistributing its duties and do what it must to serve residents. Carbonaro said his department has shifted its manpower to other areas, including adding a credit counselor to help with payment plans. Carmen Lozano, superintendent of billing and meter, said the lobby is open from 8 a.m. to 4 p.m. daily and she watches the security cameras and will assist someone or send a staff member out to help someone having issues at the digital kiosk in the lobby. Former Sewer and Water Advisory Board Chairman Pat McGannon questioned why someone would sit in the cashiers' office window if no one is in the lobby, as it seems inefficient. Springowski questioned the labor distribution as well, sparking the heated exchange with Carbonaro. "You have somebody sitting there from 8:30 a.m. to (noon) even if nobody's in there? And you're worried about efficiencies in the department," she said. Carbonaro interjected, "Are you?" Springowski responded that she was showing the system was not efficient and is not working for the residents. She said residents should be able to pay their utility bill in person until the office closes at 4 p.m. Carbonaro questioned the cost of that service, prompting Springowski to ask the Safety/Service Department to demand the billing department be staffed in-person from 8 a.m. to 4 p.m. Carbonaro questioned if Council was making an administrative decision. Springowski responded, "I'm asking this as a resident of this city — you don't even live in this city." Carbonaro lives in Cleveland. Springowski and Carbonaro walked out of the meeting. Sylvia DuVall, D-at Large, objected to the disorder of the session and it was adjourned shortly thereafter. During Council's regular meeting that same evening, Mayor Jack Bradley prompted Carbonaro to apologize to Council. He did, and said his department will "always serve members of the public with customer service." Springowski also apologized for her actions and noted she is as passionate about serving residents and Carbonaro is about serving his department. Josh Thornsberry, D-8th Ward and chairman of the Streets and Utilities Committee where the exchange occurred, said there was a "potential middle ground solution" that someone is not sitting at the window throughout the day, but is available while the billing department is open to take in-person payments. Council members also passed an update to payment plans available to ratepayers. Under the new legislation, payment plans for delinquent accounts will be available up to two times per year, and can be stretched across four-, six-, 10- or 12-month periods. The ratepayer can choose which payment plan to opt into, and they can submit a "hardship application" to pause a payment plan if they fall behind or are unable to make payments. That hardship application will be reviewed by the billing department. Contact Carissa Woytach at (440) 329-7245 or cwoytach@chroniclet.com