3.7.2 Employee training

Summary of actions

• Ensure that employees, including contractors, maintain the appropriate experience and qualifications.

• Identify training needs and ensure resources are available to support training programs.

• Document training and maintain records of all employee training.

Employees and contractors must be appropriately skilled and trained in the management and operation of water supply systems, as their actions can have a major impact on drinking water quality and public health (see Box 3.6).

Employees should have a sound knowledge base from which to make effective operational decisions. This requires training in the methods and skills required to perform their tasks efficiently and competently, as well as knowledge and understanding of the impact their activities can have on water quality. For example, treatment plant operators should understand water treatment concepts and be able to apply these concepts and adjust processes appropriately to respond to variations in water quality.

Training needs should be identified and adequate resources made available to support appropriate programs. Examples of relevant areas to address are:

• general water quality;

• water biology and water chemistry;

• specific training to optimise system performance in areas such as:

  • coagulant control testing;

  • proper filtration operation;

  • disinfection system operation;

  • reticulation management;

  • sampling, monitoring and analysis;

  • interpretation and recording of results;

  • maintenance of equipment.

Employees should also be trained in other aspects of drinking water quality management, including incident and emergency response, documentation, record keeping, reporting, and research and development.

Commonly used training techniques and methods include formal training courses accredited by a national training body, in-house training, on-the-job experience, mentor programs, workshops, demonstrations, seminars, courses and conferences. Training programs should encourage employees to communicate and think critically about the operational aspects of their work.

Training should be documented, and records maintained of all employees who have participated in training. Mechanisms for evaluating the effectiveness of training should also be established and documented. Training is an ongoing process and requirements should be regularly reviewed to ensure that employees maintain the appropriate experience and qualifications. For those activities that have a significant impact on drinking water quality, periodic verification of the capability of operations staff is necessary.

Where possible, accredited training programs and certification of operators should be employed.

Box 3.6

Contractors

With the considerable restructuring of the water industry in recent years, there is now a heavy reliance on contractors to undertake work for drinking water suppliers. These include contractors for construction, operations and maintenance of bulk water, treatment and distribution systems, and sampling and analytical work.

Contractors need to have the same awareness, training and culture as the organisation’s employees. Requirements for contractor acceptability should be established, and contractors should be evaluated and selected on the basis of their ability to meet the specified requirements.

A drinking water supplier should ensure that contractors are qualified and have undergone appropriate training related directly to their task or role. When contracting labour, provisions should be made within the organisation to conduct the necessary education and training of contractors on the requirements for adherence to the organisation’s policy and protocols.

Conditions under which the contractor operates should be clear, accurate and achievable, with scope for ongoing review and improvement. Partnerships will be more successful where the drinking water supplier retains sufficient knowledge and technical expertise to manage the contract efficiently.