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Automated Meter Reading (AMR)

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1. What is AMR?

AMR stands for Automated Meter Reading. It is a method of using technology to read meters without having to walk meter routes and access a meter box.

2. How does it work?

There are several ways to read a water meter remotely. We've chosen a system that uses a small radio transmitter in the meter. That reading will then be sent via the transmitter to a receiver in or near your neighborhood. The readings are then sent electronically to Padre Dam’s main database.

3. How does AMR benefit customers?

• Improved customer service. Customers can now see daily water use online. Usage graphs show when high use occurred and use that may indicate a change in irrigation or a leak.
• Minimizes need to access customer property to read meters.
• Reduction in estimated bills.
• Better for the environment by having fewer vehicles on the roads.

4. Is this system really needed?

Padre Dam strives to provide the best possible customer service, high reliability and keep rates down. AMR will help us achieve these goals.

5. Is my account information secure?

Yes. The only data transmitted is your radio number, meter number and your meter reading. Personal customer information will not be transmitted.

6. Will the radio frequency interfere with my television or phones?

No, the AMR frequency is on a different frequency than your household devices and will not interfere.

7. Are there health concerns with this type of transmitter?

No, the AMR transmitter falls into the low frequency, non-ionizing electromagnetic field range. The power output is approximately 10 milliwatts, which is equal to or less than today’s cell phones.

8. How do I know my water bill is accurate?

• Your water use is still measured by a water meter. Your new water meter works the same way your old one did.
• If the automated meter reading unit attached to your water meter is detached or malfunctions, your meter continues to record your water use.
• If Padre Dam does not receive your meter read automatically, we will read your meter manually.
• If you like to check your meter to confirm that your water bill is accurate, you still can. The register (face) on your new water meter is similar to your old one. Please be careful with your meter box lid. The radio unit is attached to the lid and to your meter by wires.

9. Can a customer still appeal their bill?

Yes. The customer appeal process will still be available. However, you can now look at your daily and hourly water use to investigate high water use. We are often able to help a customer establish when high use occurs. We may be able to see how long a leak has been running.

10. Is there any danger from the wires if there is water in the meter box?

No. The wires are safe. However, if you are planning to read your meter manually please use caution when removing the meter lid so the wires do not become disconnected from the meter lid.

11. The read on my meter doesn't match the read on my bill.

The read on your meter will likely be more than the read on your bill because you have been using water since the time your bill was generated. If your meter appears to be showing a number less than the number generated on your bill please contact Customer Service and we can research the issue. Remember the reads on a bill are shown in hundred cubic feet.

12. How will I know that you have my meter read and not someone else's?

Each radio frequency device has a unique identification number, which is associated with each meter. The unique number is compared to your account record to ensure a match. You can also look at your meter to compare the read on your bill. Please use caution if removing meter lids so radio wires do not become disconnected.

13. Who is responsible for finding and fixing leaks on my property?

It is still the customer’s responsibility to find and fix leaks. Our new system may help identify possible water leaks and warn customers prior to their two month bill. You can call Customer Service at 619-258-4600 to ask questions about your water use or go to www.padredam.org and click on 'My Water Use'.

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Board of Directors

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1. When do the Board of Directors meet?

Beginning in January 2012 the Board of Directors will meet on the first and third Wednesday of each month at 3:30 pm in the district's boardroom located at:
9300 Fanita Pkwy.
Santee, CA 92071 Board of Directors

2. How long is the term of office for the Board of Directors?

Board of Directors serve a four year elected term. Election years vary depending on division.

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Customer Service

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1. How often am I billed?

Padre Dam currently issues a bi-monthly bill so customers can expect a new bill every other month. Please note that in 2014 we hope to transition to monthly billing.

2. Is there a fee to pay by phone?

Padre Dam now accepts payment by phone free of charge. To make a payment via our automated phone process please see Payment Options or dial 1-877-MY-PADRE.

3. Do you offer AutoPay?

Autopay is available to customers through our E-Billing program. Please see the E-Billing FAQ's for more information.

4. Can I get an increase in my water use allocation?

A variance may be granted or conditionally granted only upon a written finding of facts demonstrating an undue hardship to a person or property, due to unique circumstances, that is disproportionate to Padre Dam customers generally, or to similar customers or properties. (Padre Dam Rules & Regulations, Section 5.1.10) Variance Application

5. I think I might have a leak. What now?

Customers are responsible for anything beyond the customer side of the meter, this includes leaks. If you think you may have a leak, there are some simple things you can do to start checking. For more information on how to check for leaks or if you've confirmed that you have a leak and are looking for the appeal form please click on "How to test for leaks" under the Customer Service heading at the top of this page.

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E-Billing

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1. How do I sign-up for E-Billing so I can pay my bill online?

• From our website: www.padredam.org, click on My Account, then click on "New? Register Now".
• On the Customer Enrollmet page enter your account number and service address
• Read and check the box to accept the Terms of Service, then clik on "I Agree".
• Provide and confirm your email address, check the acknowledgement box, then click "Continue".
• Select a Username and Password (Don't forget to write it down so you won't forget it)
• An activation email will then be sent to you. Upon receipt click on the link 'Complete Enrollment' in the email to activate your e-billing account. You may now log-in and view your bills. You will still need to set up a payment profile for how you would like to pay your bill.

2. Will I continue to receive my bill by mail?

No. When you enroll in Online Bill Pay you will receive an email notice that your bill is available for online viewing. You will no longer receive paper bills by mail. However, you can always view/print current and past bill statements when you are logged into e-billing. In order for Padre Dam to provide e-billing services as a free service to customers we are not able to offer both a mailed paper bill and an electronic bill.

3. I can't log-in (Authentication Error)

The Authentication error means you have entered an incorrect Username and/or Password. You may want to try entering your information again. Remember your Username and Password are case sensitive so if there is a capital letter or a number included you will need to be sure you are entering it exactly as it should be. If you have forgotten your information, you may request a new password by clicking on the 'Forgot Username/Password' button. Your username and a temporary password will then be sent to the email address you have listed with Online Bill Pay.

4. I see a balance due but I already paid my bill.

This may be a new balance. New balances are posted on the Online Bill Pay site on either Wednesdays or Thursdays. New statements are not posted until Friday.

5. I didn't get my bill.

Sometimes an email provider may block an email from being received. We have found this to be especially true for email providers with aggressive spam filters.

We suggest adding onlinebiller@padre.org to your list of approved senders for your email address. This will increase the likelihood of successful delivery of your bills. Contact your email provider if you are not sure of how to add an approved sender to your contacts.

6. How do I view my bill?

• Under the Customer Service Heading - Sub-heading "E-Billing" Log-in to your Online Bill Pay account with your username and password
• Click on View Statements
• Select the statement you want to view from the list
• Click View

7. How do I set-up Auto-Pay?

• You will need to be signed up for My Account and log-in
• Click on AutoPay
• Under "Action" select Sign Up
• Select the payment profile you want to link to the AutoPay
• Review the terms and conditions and check both boxes in item 4.
• Click Sign Up
• AutoPay will begin with your next bill. You must make a one time payment for your current bill by clicking on "Pay Now" or "Make a Payment"

8. Why did my payment fail? I haven't changed anything.

There are four possibilities for why a payment will fail:

1) Non-sufficient funds (NSF)
2) The Threshold stopped the payment from processing
3) Incorrect Bank account or Routing number
4) Incorrect Credit Card number or expiration date

9. How do I add a payment profile?

• Log-in to Online Bill Pay
• Click on Payment Profiles
• Click on Add New to add a new payment type
• Enter your Bank Account or Credit Card information
• Click continue
• Confirm the information is correct and click on Save
• You're additions have been completed

***Please Note***
If you are signed up for Autopay, you will need to cancel Autopay to break the existing link then set Autopay back up this time linking it to your new payment profile.

10. How do I change a payment profile?

• Log-in to My Account
• Click on Payment Profile
• Select the profile you want to edit or remove
• Click Edit or Remove
• When editing a profile, make your changes and enter your password
• Click Continue
• You're changes have been completed

11. How do I change or add a payment option if I'm set-up for Autopay?

• Log-in to My Account
• Click on Autopay
• Under "Action" Click the Cancel button
• Click the Yes, Cancel button (this will break the link to the current profile)
• Click on Payment Profiles (you can now remove the old profile if needed)
• Click on Add New to add a new payment type
• Enter your Bank Account or Credit Card information
• Click Continue
• Confirm the information is correct and click on Save
• Your changes/additions have been completed in Payment Profile (you can now reactivate AutoPay)
• Click on AutoPay
• Under Action click the Sign Up button
• Select the payment profile you want to link to AutoPay
• Review the terms and conditions and check both boxes.
• Click Sign Up
• Autopay will restart with your next bill. You must make a one time payment if you have a bill due by clicking on make a payment.

12. How do I cancel automatic payments?

• Log-in to My Account
• Click on AutoPay
• Click on the Cancel Button
• You will now need to make a one time payment for each bill you want to pay through this system or you can use traditional methods of payment such as payment through the mail or in our office.

13. Can I cancel the payment I just made?

No, payments cannot be canceled once submitted. Please double check your information prior to clicking the 'Submit' button.

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Employment Application

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1. Did my application go through?

Yes, if you hit the submit button. The appplication is in XML format so may look strange but it did go through. There is no need to fax or send additional applications.

2. Do you accept resumes if you don’t have a job opening?

Unfortunately we are unable to accept resumes if there is no job opening. We suggest you sign-up for job notification for all positions that are of interest to you. Then you will be among the first to know when we post a new job!

3. If I applied for a job in the past, do I need to complete another application?

It is always a good idea to complete a new application as it should be specific to the job you are interested in and will give you an opportunity to update any new skills, training, education, etc. that you may have obtained since the last time you applied.

4. If there is a test required for the position, will you provide a study guide?

All of our tests consist of bits and pieces of the actual job. The Class Specification for the position will tell you the skills and abilities we want, plus the duties will outline exactly what the incumbent will be doing. The test will be built around all of those aspects.

5. After I take the test, can I get a copy of the test and my results?

Our tests are proprietary and we are unable to share them with the applicants. Prior to administering the test, we determine the most important sections of the test and results are analyzed in that context. We do not necessarily provide the applicants with the test results because an applicant may have a high overall test score yet a low test score in one of our important sections. Unfortunately, that individual, may not be chosen for an interview.

6. I’m out of the area. Do I have to come to take the test or interview in person?

We will attempt to find a testing location in the city where out of area applicants reside. We have some flexibility on conducting telephone interviews. However, a face-to-face interview will be necessary before any job offer is made.

7. Do you tell applicants in advance the dates for the test and/or interview?

Yes. All job announcements will have test and interview dates clearly stated. If for any reason we are unable to make those dates, all applicants will be notified with the new dates.

8. If the job announcement requires certain material (such as a current DMV print-out), can I turn that in after the closing date?

We attempt to fill our positions as quickly as possible. You may notice that there is a very tight turnaround from the closing date of the position to the test and/or interview. For that reason, we must have all required information by the closing date and time or we will be unable to consider the applicant.

9. What does a typical interview look like?

We use 360 interview panels. In other words, your interview panel will consist of your supervisor, a co-worker and a subordinate, if appropriate. There could be anywhere from 3-6 people on your interview panel and each will ask you a few questions.

10. Do I have to complete all of your application or can I just refer you to my resume?

All sections of the application must be completed. You may attach a resume, however, all questions on the application should be completed. Be thorough and be sure to show us how your background and experience matches the skills and abilities that we are looking for. Don’t skip any question – they are all important and skipping one may eliminate you from further consideration.

11. Do you want a list of references at the time I apply or the position?

References are not necessary at the time of application. When you come in for an interview, you may bring the list in at that time. However, it is important to be sure there are current phone numbers for every supervisor listed on your application.

12. Will a conviction of a crime disqualify me from employment with you?

Not necessarily. It depends on the crime and the position for which you are applying. All situations are considered on a case-by-case basis.

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Engineering Development Services

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1. How do I get a new water / sewer service?

Contact our Engineering Department to determine if the property is within the water or sewer district boundaries of Padre Dam Municipal Water Distrcit (PDMWD) or if an Annexation Procedure is required.

Complete a Water / Sewer Service Application and submit it to PDMWD with a site map showing lot area, buildings, irrigated area, designated open space, dedicated roadway easements, and proposed location of water and/or sewer service. Also provide fire flow and building sprinkler requirements from the local fire department.

The District will prepare a quote for the water and/or sewer service including installation fees, District capacity fees, and County Water Authority fees. All fees must be paid prior to scheduling the installation of the water or sewer lateral.

2. How do I obtain a construction meter?

Submit a Construction Meter Application along with a deposit as indicated in our Rules and Regulations. Provide a site map showing the location of the fire hydrant where the proposed construction meter is to be located.

3. What is the static pressure at my property?

The water pressure is calculated by taking the reservoir elevation minus the elevation of the water main in the street then multiplying by 0.433 to determine the Pounds per square inch (PSI).

To get a rough estimate of your static water pressure, contact our Engineering Department to determine which pressure zone feeds the property. Please provide the street address, APN, or account number.
We will only be able to provide the calculated static pressure to the meter.

4. How do I re-activate an existing water or sewer service?

Contact the Customer Service Department. Provide them with property address and/or meter number along with the new billing information (name, address, etc.)

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My Water Use

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1. What is this online program for reading my meter?

Customers can now keep an eye on daily water use online. There is a 24 hour delay, but you can see hourly, daily, and monthly water use in a table and a bar graph format. All you will need is your account number and address number.

2. How do I access my water use online?

From our website: www.padredam.org, click on ‘My Water Use’ and type in your 10-digit Padre Dam account number and your address number. Once you are logged in:
• Select the period of time you would like to see from the drop down menu.
• Click ‘Create Graph’.
• Your data will come up for you to review.
• To change the time period, go back to the top and select a new period and click ‘Create Graph’.

3. What benefits do I get by looking at the new graph of my water use?

The new online system can show hourly, daily and monthly water use. If you use the hourly option you can see how much water is used when you irrigate, do laundry or take a shower. The graph will help you understand when you are using water and help identify areas you could find savings.

4. Can meter reads be hacked to change my bill?

No. The reporting system is a closed system. If something were to happen to the electronic system we can send someone out to read your meter manually.

5. How can I use this system to estimate my next water bill?

Once you are logged into 'My Water Use', follow these steps.
1. Select From Last Read from the menu next to the number 1. Then click Create Graph. This shows you the usage so far for the current billing. The third bullet point above the bar graph will show your use in HCF. Note this number.
2. Now go to the top right corner of the page and click on Bill Calculator.
3. Go to Choose a Billing Period and select the billing period that includes today's date.
4. Enter the number from step 1 as your units used in this period Click on Click to Calculate.
5. The page now shows what your water charges would be if you used no more water in the current billing period. Add what you estimate you will use during the rest of the billing period to get the total estimate of water charges for the current billing period. For example, if you are one month into the billing period and you have used 27 units, if you think you will use about the same water next month then double your use. 27 units for one month x 2 (there are roughly two months in a billing period) = 54 units estimated for the billing period. Reenter this estimate in the box "Units You Expect to Use" and click on "Click to Calculate".

****Please note when estimating bills with the bill calculator if sewer charges apply to your bill they will not be included in the estimate****

6. Why does the graph show use when I wasn't using any water?

The online system helps customers be sure water use shows “zero” when you are not using water. If the graph is showing water use during a time you know the water was off, this may indicate you have a leak or water has been left on. Because our new system can show you water use on an hourly basis it can help you discover leaks much sooner than when you receive your next bill.

7. Why aren't readings showing everyday?

Your water meter records water use and does not rely on the radio to function. The attached radio will record reads from the meter on an hourly basis and transmit the data to Padre Dam. There are various reasons why your radio may not be reporting a read for a given day. Some reasons include:
• Regular maintenance of the electronic technology reporting reads to Padre Dam.
• The radio device reporting data may have had a malfunction and was unable to report at a given time.
• The radio transmitter may have become unplugged from the meter.

If any days are available during the period you chose, those will be shown. If you choose a period where NO data was available, the phrase “No meter data available” will appear, in red, in the upper left hand corner of the page.

If you are trying to track your use an alternative method is to take manual reads at the meter. Physically read your meter daily about the same time each day. Write down all the numbers you see and subtract the current days read from the previous days read to determine how much water was used that one day. Continue to track it as long as you need.

8. Why do I show several days with zero use and then a huge jump?

Temporary signal interruptions, regular maintenance or technical issues can cause your radio to temporarily stop reporting use to the system. However, this does not interrupt the functioning of your water meter. When the system restores the signal and begins reporting again, all of the use from the no read period is reported in one cumulative bar on your graph. This will be noted as an orange bar on the bar graph.

9. Why does 'My Water Use' data show a Current Bill that I have not received?

This occurs during the week your new bill is being prepared. Billing reads are captured before bills are calculated and mailed, allowing you to review use on your new billing period prior to receiving your bill. Your new statement should arrive within a week.

10. I didn't use any water during the hour the online graph says I did.

The usage shown on the graph is water that was used during the previous hour. For example, usage shown at 2:00 PM reflects water used sometime between 1pm and 2pm.

11. Some hours on my graph show zero water use, but I know I have a leak.

The online measurements are presented in cubic feet. In order for a leak to register every hour it must be using at least 1 cubic foot (7.48 gallons) each hour. If a leak is smaller than 1 cubic foot per hour it will only show up on the graph once the meter measures 1 cubic foot of use. For example, if your leak is 4 gallons per hour, it may show usage every other hour on your graph.

12. Why does my graph sometimes show negative amounts?

Every reasonable effort is made to ensure that the information provided is accurate. However, sometimes temporary signal interruptions, or technical issues may cause errors to appear in the online reporting. Your meter is still recording water use and can be verified manually, if needed. If you have any doubt about your online reads, please call Customer Service at 619-258-4600 and we can help you troubleshoot your situation.