Hydrant Meter Accounts-Training Manual

Hydrant Meter Accounts Training Manual

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Index

➢ Responsibilities (3) ➢ Hydrant Meter FAQs Training Manual (4)

➢ Starting a Hydrant Meter Account Training Manual (6) ➢ Stop Hydrant Meter Account Training Manual (41) ➢ Stopping a Yearly Account Training Manual (51) ➢ Deposit Closeout Training Manual (56) ➢ Hydrant Meter Billing Process Training Manual (64) ➢ Hydrant Renewal Letter Training Manual (71) ➢ Hydrant Renewal Process Training Manual (72) ➢ How To Rebill Incorrect Hydrant Reads Training Manual (89) ➢ Cancel and Rebill Training Manual (91)

➢ Adding Adjustments Training Manual (102) ➢ 2 Consecutive Month Training Manual (107) ➢ Hydrant Meter ToDo- Bill Segment Amount Exceeds SA Amount Training Manual (108) ➢ Hydrant Meter ToDo- Read Less Than Training Manual (115) ➢ Adding Adjustments Training Manual (127) ➢ Adding New Meters to the System (132) ➢ Creating TCE Premise (140) ➢ How to Process a Returned Hydrant Meter Rental Unit (145)

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Responsibilities

Customer Service Representative (CSR) o Starting a Hydrant Meter Account o Stopping Hydrant Meter Account o Stopping a Yearly Account o Deposit Closeout o Hydrant Meter Billing Process

o Hydrant Renewal Letter o Hydrant Renewal Process o Rebill Incorrect Hydrant Reads o Cancel and Rebill

o Adding Adjustments o 2 Consecutive Month o Hydrant Meter ToDo- Bill Segment Amount Exceeds SA Amount o Hydrant Meter ToDo- Read Less Than o Adding Adjustments o Adding New Meters to the System Meter Reading Coordinator (MRC) o Serves as back up Environmental Monitoring Technicians (EMT) o Serves as back up

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Hydrant Meter Frequently Asked Questions

Q : How do I go about getting a hydrant meter? A : There is a $500 deposit. There are also three types of rentals; daily, monthly, and yearly. Hours of operation for rentals are 8:00am-3:45pm Monday thru Friday Daily Rentals: $10/day plus water usage Monthly rentals: $280/month plus water usage Yearly Rentals: $1500/year plus water usage (to be paid at time of rental) Water Usage: $6.40/748 gallons or 1ccf

Q : What type of payments do you take? A : Check (Made out to the City of Raleigh), Money Order, Visa, or MasterCard

Q : Will my card be charged or will it be held? A : The card will be charged the $500 dollars at the time of the rental.

Q : Will I get my deposit back? A : The deposit will be applied to the final bill. If there is a credit, a check will be mailed within 30 days. If there is a remaining balance, a bill will be mailed. Q : What do I need to bring when renting a meter? A : You need to bring the Federal Tax ID number or Social Security number, the Billing Address, and the Service Address (where the meter will be) Q : Where can I use the meter? A : The meter can be used in Raleigh, Garner, Wake Forest, Rolesville, Knightdale, Wendell, and Zebulon. Q : Will I need to bring my meter in every month to have it read? A : No, An email will be sent on the last day of the month. You will have until the 7 th to turn the readings in via email, fax, or phone. Q : For daily accounts: How will you bill me? A : We obtain a reading when the meter is rented. We then obtain a reading when the meter is returned.

Q : Can I use a hydrant meter to fill my pool

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A : You can use the hydrant meter to fill a pool but with restrictions. The hydrant has to be on the same side of the street as the pool. Hoses are not allowed to cross streets where cars will be able to run over them. Q : What if the nearest hydrant is 4 houses down but on the same side of the street? A : You would need to get approval and confirmation from the neighbors that they would not be rolling over the hoses with their cars. Q : Do you all provide hoses? A : The only hose we provide is to connect the meter to the hydrant. The customer is responsible for additional hosing

Q : Do you know where I can get hosing: A : Raleigh Durham and Gasket or United Rentals.

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Starting a Hydrant Meter Account

1. Prior to beginning have CC&B, iNovah, and Hydrant Meter Roster pulled up 2. Have the customer fill out the Hydrant Meter Application located on the desk 3. Confirm Rental Period , service address and outstanding balances(Agree to pay in full at completion of rental process) 4. Obtain the sequence number from the Hydrant Meter Roster

Setting Up the Premise 1. Go to CC&B 2. Click Main Menu

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3. Hover over Customer Information, click on Premise + .

4. Select drop down by Premise Type, Choose Hydrant Meter Premise . 5. Postal Code enter 01002 6. CIS Division select Raleigh Service Area from the drop down 7. A ddress enter VARIOUS HYD- then street 8. Enter Raleigh for city. Enter Wake for county and NC for state. 9. Check Mailing Address

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10. Click on Characteristics tab . 11. Enter effective date (Current Date) 12. Characteristic Type – Choose City Limit Indicator 13. Characteristic Value – Type OUTSIDE 14. Click Yellow (+)

15. Enter effective date (Current Date) 16. Characteristic Type – Established Date

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17. Characteristic Value - Date 18. Click Yellow (+)

19. Enter effective date (Current Date) 20. Characteristic Type – Township 21. Characteristic Value - Raleigh

22. Select MISC Tab. 23. Trend Area choose Raleigh Service Area from the drop down 24. Click SAVE

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Setting Up the Service Point 1. Write the Premise number on the application once it generates 2. Click the Premise ID Context Menu

3. Choose GO TO SERVICE POINT (+).

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4. SP Type click Search Menu 5. Click Binoculars , data will populate 6. Choose WTR-ON-1 (Water Only-Normal)

7. Click Search Menu by Service Cycle , click Binoculars. 8. Choose HYD (Hydrant Service Cycle)

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9. Click Search Menu by Service Route. 10. Select HYD-1022 (Monthly/Yearly) or HYD-1023 (Daily). 11. Enter sequence number obtained from next number on the Hydrant Meter Roster

12. Choose Characteristics Tab. 13. Click Search Menu by meter size.

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14. Choose A (5/8” Meter Size) or F(3” Meter Size) depending on meter received

15. Click Search Menu by usage class 16. Choose COM (Commercial)

17. Choose OPS AREA tab

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18. Choose Meter from the Field Service Class field from the drop down menu 19. Click Search Menu by Operations Area 20. Choose Hydrant (Hydrant Meters) 21. Click Yellow (+)

22. Choose Re-Reads from the Field Service Class from the drop down menu 23. Click Search Menu by Operations Area (Re-Reads will auto populate)

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24. Choose Utility Billing from the Field Service Class from the drop down menu 25. Click Search Menu under Operations Area (Billing will auto populate) 26. Click Save

Setting Up the Person/Business if the Customer Does Not Exist (Steps 55-69) 1. Go to Control Central 2. Enter Customers name

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3. Hit Enter

a. If customer exists skip to step 70. If not continue with next step

4. Click yellow plus sign

5. Person/Business use drop down and choose Person or Business 6. Phone type use drop down and choose Business, Cell, Fax, or Home 7. Enter Phone number(s) for corresponding numbers 8. For ID type choose Federal Tax ID or Social Security 9. Enter the Federal Tax ID number or Social Security number 10. Check box to Add and Start Account .

11. Click Correspondence Tab 12. Enter Billing Name 13. Enter Billing Address 14. Enter Email Address 15. Save

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Setting Up Person/Business if the customer Already Exists (Steps 70-81) 1. Go to Control Central 2. Enter Customers name 3. Hit Enter 4. Choose one of the accounts listed Tax ID number or SSN

5. Click on the Person Context Menu

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6. Choose Go to Person

7. Verify existing information, and update any incorrect information 8. Check the Add Account and Start Service box

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9. Click the Correspondence Info tab

10. Verify the Mailing Information 11. Update any information that has changed 12. Click SAVE

Changing the Mailing Source- This is to make sure that the bill is going to the billing address and not the service address 1. Click Account Hyperlink in the dashboard

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2. Click Persons Tab 3. Address Source - Choose Person from the drop down 4. Click Save 5. Address Source – Choose Mailing Premise on Account from the drop down 6. Click Save

Activating Service Agreements 7. Click Account Info Icon (customer populates into control central) 8. Click Green Start button.

9. Enter Start Date . 10. Enter either Premise Address from earlier steps ( VARIOUS HYD –STREET NAME ) hit tab key

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11. Address will populate. 12. Requested By - Enter in your initials 13. Hit Start button

14. Click search menu by SA type. 15. Select Hydrant1 (Hydrant Daily) , Hydrant 2 (Hydrant Monthly) , or Hydrant 3 (Hydrant Yearly) depending on the customer’s request.

16. If Yearly is chosen click the Yellow (+) button .

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17. CIS division choose Raleigh Service Area from the drop down 18. Click search menu by SA type, choose Hydrant 4 (Hydrant Yearly Rental Fee) 19. Click yellow plus button

20. Click search menu for SA type, choose HYDDEP (Hydrant Deposit)

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21. Click search menu next to start option. (Hydrant deposit populates box) 22. Click Start button. 23. A warning box will appear hit OK when it pops up

Completing the Field Activity 1. Click Field Activity Pending in the dashboard

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2. Instructions Field - Type Meter Number and Reading 3. Click Save 4. Click the search menu next to field activity and choose GO TO FA UPLOAD STAGING +.

5. Click on Characteristics tab. 6. Click search menu by characteristic type. 7. Choose NO_ADJ (Skip- Adjustments/Charges- $0.00)

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8. Choose search menu by characteristic value. ( Yes will populate )

9. Click Steps Tab 10. Enter Hydrant meter number 11. ON/OFF status should be ON 12. Click Add Meter Read 13. Add read type (Verified ) and enter the reading 14. Hit the Complete button

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Activating Service Agreements 15. From the Dashboard select Pending Start hyperlink

16. Account ID-Click context menu , choose GO TO SERVICE AGREEMENT

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17. Click Activate SA button 18. Click Info icon

19. Check to make sure all SA’s are active and the meter number is correct on the account

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20. From any account context menu choose GO TO BILL +.

21. Click Generate button 22. Click Calculate button

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23. Select Freeze/Complete button 24. Click Complete

25. Click Bill Routings Tab 26. Check DO NOT EXTRACT box 27. Click Save

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Taking Payment in INOVAH 1. Open iNovah 2- Cashier and enter in User Name and Password 2. Click OK

3. Click the New Batch button

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4. New batch setting window will display, click OK

5. Click Utility Payments (hyperlink or picture)

6. Type the Name of the Company in the Name Field. 7. Click the Lookup Button.

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8. Double click the appropriate account number and premise number

9. The account information will populate

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10. Click the Edit button and enter the amount of the transaction 11. Click Ok

12. Click the Validate button.

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13. Click on the Payment Type (we accept check, money order, VISA, or MasterCard.

14. For checks enter the amount and the check number 15. Click OK

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16. For Visa or MasterCard , enter the amount and click Ok

17. Swipe the card through the Card Reader 18. Click OK

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19. For Money Order, enter the amount and type the MO# 20. Click OK

21. Click Finish when all information has been entered.

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For Checks 1. Place the Hydrant Meter Application in the feeder

2. Press OK to validate. 3. Place the check /money order in with validation side face up . Press OK to validate.

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4. The receipt will then print out .

For Credit Cards 1. Place the Hydrant Meter Application in the feeder

2. Click OK 3. The printer will print 3 slips 4. Have the customer sign one slip . 5. Provide the customer with the other 2 copies of the receipt. 6. Go to the Active Account Hydrant Roster 7. Go to the Active tab 8. Input the Customer name and information in the appropriate fields

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9. Go to the DASHBOARD 10. Go to the Person Context Menu

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11. Choose Go to the Customer Contact + 12. Type the following information in the box

13. Click SAVE

14. Place the application in the file cabinet.

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Stop Hydrant Meter Account

1. Pull the customer’s application from the file cabinet

Closing the Hydrant Meter Account 2. Pull up customers account using the name or account number

3. Click r ed stop button .

4. Enter Stop date . 5. Stop Requested By enter initials

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6. Hit STOP button.

Closing the Field Activity

7. Click FIELD ACTIVITY PENDING

8. Go to FA UPLOAD STAGING +

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9. Click Steps Tab. 10. Add Meter Read Type (Verified) and read . 11. Hit COMPLETE button.

Closing the Service Agreements

12. Click Account Information Icon. 13. Click Context Menu by first SA.

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14. Click GO TO SERVICE AGREEMENT

15. Enter the End Date 16. Click STOP SA 17. Click Back button (BLUE Arrow)

REPEAT steps 14-17 for all SAs (except Billable Charge SA)

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Billing the Account 18. Click the Account Context menu and choose GO TO BILL +.

19. Click GENERATE 20. Click CALCULATE

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21. Verify all Bill Segments appeared

If Bill segments do not populate follow steps (A-C). A) Save B) Bill Segment + C) Bill all SA’S except yearly hydrant rental fee

22. Click FREEZE/COMPLETE button 23. Click COMPLETE 24. Go to Account Information icon

25. Click SP context Menu , go to SP/Meter installation

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26. Click Meter Read ID search Menu for Removal, choose most recent read . 27. Stock Location type STCK 28. Save 29. Click Account Info Icon

30. Verify all SAs have been stopped and Meter is removed

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31. Go to the DASHBOARD 32. Go to the Person Context Menu 33. Choose Go to the Customer Contact +

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34. Type the following information in the box 35. Click the yellow plus button to add a new box

36. Click the yellow plus button to add a new box. 37. To process the refund type the following information in the box 38. Choose Send to Role 39. Choose Accounting from the drop down 40. Insert Date that is 3-4 days later.

41. Click SAVE

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42. Place the application in the file cabinet.

43. Provide Customer with Yellow Copy of the Hydrant Meter Deposit Release Form

44. Place the application in the black notebook in date order

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Stopping a yearly account

Find your customer and note the rental fee date

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Go to the context menu and select service agreement

End date must match start day and month. Do not future date year

Save the work

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Return to the account information page

Return to hydrant yearly rental service agreement content menu

Go to bill segment

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Select most recent bill segment

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Select rebill

Select cancel reason/ corrected start /stop date Note that cut-off date is the same date you inserted at beginning of the process

Click freeze button Leave the date as current Click calculate Click freeze

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DEPOSIT CLOSEOUT

Deposits are to be closed out at the end of the day or the following business day by 8:30A.M. Deposits are done for checks, money orders, or credit cards that were collected for new accounts or renewals. Tear one set (white, pink, and yellow) from the deposit book

For Checks or Money Orders

1. Fill in the Date.

2. Fill in the checks

individually (make sure to

include the check number

and the amount of the

check).

3. Total the amount of the

checks.

4. Fill in the Total Items.

5. Fill the Total dollar

amount.

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Filling out the Deposit Bag

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1. Fill in Customer Name

(City of Raleigh).

2. Fill in the Date.

3. Fill in the Location (Lake

Woodard).

4. Fill in the Total for the

checks

5. Put an “X” in the Checks

box.

(Credit Card sales do not

need to be calculated in this

amount.)

1. Click Home button

2. Click the DETAILS button.

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3. The screen will move from the iNovah screen to the internet 4. Click the BALANCE button

5. Type the Total Balance of the check (The credit card amount will be broken down into MasterCard and Visa with totals and the Over/Short will change to $0.00) 6. Click SUBMIT

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7. Click YES.

8. Insert all three copies (white, yellow, and pink) into the document reader yellow side up

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9. Click Ok

10. Remove the deposit slips from the document feeder and click OK.

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11. When the deposit is complete this page will populate. 12. Click the EXIT button

13. The page will display when logged off

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14. Go back to the main iNovah page . 15. Click on FILE . 16. Click the LOG OFF selection.

17. You are completely logged out when this screen appears in the middle of the screen.

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1. Place the check(s) in the

bag (they go in the side

that goes all the way

down)

2. Place the top two copies

of the deposit slip into the

side that says DEPOSIT

TICKET THIS SIDE.

3. Seal the bag.

4. Attach the back copy and

any credit card receipts

that have accumulated to

the outside of the bag.

5. The Deposit needs to be

at the RMB payment

windows before 9:30am

the following day.

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Hydrant Meter Billing Process

1. A reminder email is sent out on the last day of the month from the Hydrant Meter email. 2. Customers have until the 7th of the month to email, fax, or call in their reading. 3. On the 7th, phone calls are made to retrieve the readings that have not yet been sent in. 4. Readings are due on the 10th of each month (If the 10th falls on the weekend, the readings will be sent on the next business day)

Readings are input on a spreadsheet to make it easier to enter them into CC&B.

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The readings that are not obtained will be estimated (12ccfs for 3” and 6ccfs for 5/8”). Click the button next to last read

The read will then appear.

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Upload the MR Route Entry Portal 1. Open CC&B 2. Click the Main Menu

3. Click Meter Read 4. Click on the MR Route Entry Portal

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5. The following information must be filled in the appropriate fields: a. Service Cycle Field i. Choose Hydrant Service Cycle from the drop down b. Service Route Field

i. Enter HYD-1022 for Monthly/Yearly Accounts or HYD-1023 for Daily Accounts

6. Hit Refresh

7. Click the Broadcast Button

(All of the files will then upload)

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8. Click the Add Meter Read Button next to the first account

9. Input the following information in the appropriate fields: a. Register Reading I. Type the Reading b. Read Type I. Choose Customer Read from the drop down c. Click Add/Next button (complete until all readings have been inserted)

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I. (If a reading is not in range check the box to accept the reading and change the Read Type to Billing Force from the drop down ) II. Be sure to check Seq number and account name to make sure they match

5. Once all readings have been inserted the MR Route – Show Consumption will appear.

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6. The process is then Complete

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Hydrant Renewal Letter Training Manual

December 13, 2017

Address Address Address

Reference: Hydrant Renewal Account #: Meter #:

Dear Water Customer,

According to our records, your hydrant meter account is due for renewal and requires one of the following actions:

1. Return your current hydrant meter rental unit as well as all City of Raleigh accessories (i.e.: hoses, wrenches, adapters, etc.) and pay the annual renewal fee of $1,500 as well as any outstanding account balances. Checks or money orders are to be made out to the City of Raleigh and credit cards (Visa and Master Card) are accepted as well. Our office is located at 3304 Terminal Drive Building 200-B, Raleigh, NC and hours are 7:45am-3:45pm Monday- Friday. Upon return of rental unit and renewal of account, customer will be issued a new hydrant meter rental unit. Please call our office prior to dropping off your current rental unit to ensure that there is one available. Our staff will check in your current unit verifying the meter reading and all equipment returned. The City requests all personal equipment/accessories be removed prior to dropping off the hydrant meter and will not take responsibility for any personal items. The hydrant meter and backflows will be tested to ensure the unit is operable. Any repairs made to the hydrant meter or backflow assembly due to neglect or misuse will be charged back to the customer. (Public Utilities Handbook Appendix E: Administrative Regulation 604-3 Section 5.1) 2. Drop off your current hydrant meter/backflow as well as all City of Raleigh accessories (i.e.: hoses, wrenches, adapters, etc.) and close your account. The hydrant meter and backflows will be tested to ensure the unit is operable. Any repairs made to the hydrant meter or backflow assembly due to neglect or misuse will be taken from the customer’s deposit. (Public Utilities Handbook Appendix E: Administrative Regulation 604-3 Section 5.1) Unfortunately, if your account is not renewed and equipment dropped off by the above referenced renewal date, your account will be inactivated and civil penalties according to Raleigh City Code Section 8-2014: Enforcement Procedure will be enforced.

Sincerely,

Joanie Hartley Cross Connection Coordinator Hydrant Meter Rental Program hydrant.meter@raleighnc.gov 919-996-2747

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Hydrant Renewal Process 1. This letter will be mailed certified to customers on the week of the 20 th the month prior to their renewal.

2. Customers will need to make appointments. Rental unit will be exchanged at time of renewal 3. Customers will bring in meter, hose, and payment on their appointment date. 4. Pull the customer’s application from the file cabinet

Checking the Balance in CC&B 5. Pull customer’s account up in CC&B to verify their balance. Existing balance must be current before renewal can take place.

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Taking a Payment in iNovah 6. Enter Payment in iNovah 7. Click the iNovah 2- Cashier icon from the desktop

8. Enter User Name and Password 9. Click OK

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10. Click the New Batch button

11. Click OK

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12. Click Utility Payments

13. Type the Name of the Company in the Name Field. 14. Click the Lookup Button.

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15. Double click the appropriate account number and premise number

16. The account information will populate

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17. Click the Edit button and enter the amount of the transaction.

18. Click the Validate button.

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19. Click on the Payment Type (we accept check, money order, VISA, or MasterCard.

20. For checks enter the amount and the check number 21. Click OK

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22. For Visa or MasterCard , enter the amount and swipe the card

23. For Money Order, enter the amount and type the MO# 24. Click OK

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25. Click Finish when all information has been entered.

For Checks and Money Orders 5. Place the Hydrant Meter Application in the feeder

6. Click Ok 7. Place the check in with validation side face up . Press OK to validate.

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8. The receipt will then print out .

For Credit Cards 6. Place the Hydrant Meter Application in the feeder

7. Click OK 8. The printer will print 3 slips 9. Have the customer sign one slip . 10. Provide the customer with the other 2 copies of the receipt. If Change Out is Necessary 1. Obtain the Reading from the old meter.

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2. Obtain the Reading and Meter Number from the meter to be given to customer.

Creating the Field Activity 3. Go back to the Account in CC&B. 4. Go to Field Activity+

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5. Activity Type type MTR_XMTR 6. Scheduled Date/Time insert current date 7. Dispatch Group type HYDRANTS 8. SAVE 9. Click the Field Activity ID Context Menu

10. Click FA Upload Staging +

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Completing the Field Activity

11. Go to the Steps Tab 12. Click Add Meter Read

13. Read Type choose Verified from the drop down 14. Put the Reading in the Register Reading field . 15. Observe the Read Date/Time 16. Click the yellow arrow to go to Step 2

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17. Insert the O ld Meter Number 18. Insert the Read Date/Time making sure that the time is one minute past the last reading 19. Stock Location type STCK 20. Click Add Meter Read

21. Read Type chose Verified from the drop down 22. Put the Reading in the Register Reading field 23. Click the yellow arrow to go to Step 3

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24. Put the New Meter Number in the Badge Number field 25. Insert the Read Date/Time making sure that the time is one minute past the last reading 26. In the On/Off Status , click the down arrow and choose ON 27. Click Add Meter Read 28. The Read Type is Verified 29. Put the Reading in the Register Reading field 30. Click COMPLETE 31. Go to the Account Information icon

32. Check to make sure the correct meter is on the account

Updating the Hydrant Meter Spreadsheet 33. Go to the Active Account Hydrant Roster 34. Go to the Active tab 35. In the Close Out Date field type Renewed

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36. Go to the Renewal tab 37. Find the month the account needed to be renewed 38. Find the Company Name

39. Type the Old Meter Number and Reading in the appropriate fields 40. In the Renewed Date type the Date that they brought the meter in 41. Type the New Meter Number and Reading in the appropriate fields 42. Save

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43. Place the application back in the file cabinet

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How to Rebill Incorrect Hydrant Reads

**If there is a pending bill in the dashboard that has erred out because of the wrong reads, click on pending bill in the dashboard click delete. Then begin the steps below. To uncheck all bad readings for cancelling bills 1. Premise Information Zone Service Point Information Context Go to SP Consumption a. Review all reads to determine how many bills need adjusting b. Write down the dates of the reads that are incorrect c. Click on the first read that is wrong d. Remove check mark for ‘Use On Bill’ by clicking on the check in the box 2. Save Note: Click Go Back button (blue back arrow) and repeat Steps 1c, 1d and 2 for each incorrect read To add the new reading 3. On the Meter Read Notebook, click on the Meter Configuration Id context menu. Note: you are still on the last reading that you uncheck 4. Click on “Go to Meter Read ( + ) 5. Add in the verified reading (new) to correct the bill. a. Enter in Read Date (last billed reading date) b. Read Type (Verified) c. Register Reading d. Make sure “Use on Bill” check box is checked 6. Save Cancelling all incorrect bills 7. From the dashboard Account Context Menu Go to Bill (a pop up box with a list of all bills will appear) a. Select a bill that billed on the wrong read (that you have written down from step 1b) b. Click Cancel/Frozen from the drop down select “Wrong Read” Calculate c. Repeat these steps for each bill associated with the dates you wrote down (You can use the next item arrows at the top of the screen)

Rebilling for the correct reading 8. From the Dashboard Account Context Menu Go To Bill + 9. Click on Generate 10. Change “Cutoff Date” to the last bill date

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11. Click Calculate 12. If you notice that the customer is charged the yearly fee again, the fee will have to be deleted. Click on the hyperlink for the fee, and then click on the delete button. 13. Click the blue back button 14. Freeze/complete 15. Bill Date window will appear, click complete 16. Click on the “Bill Routings” tab at the top of the page 17. Check the box for “Do Not Extract” 18. Click Save 19. For daily and monthly accounts, repeat steps 8-18 for each corrected reading

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Updating a Meter Read and Bill

Update the Read

➢ Pull the Customer’s Account up

➢ Go to the Service Point Context Menu

➢ Go to the SP Consumption

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➢ Click the reading that you need to update

➢ Click Use on Bill

➢ Click Save

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➢ Click the Meter Configuration Id Context Menu

➢ Click Go to Meter Read +

➢ In the Read Date/ Time type the Read Date

➢ Go to the Meter Read Source field, Choose UB- Changed to Correct Meter & Reading

➢ In the Read Type field, Choose Billing Force

➢ In the Register Reading field, type in the reading

➢ Click Save

If the bill was generated in the last 20 days follow these steps:

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➢ Click the Last Billed in the Dashboard

➢ Click Cancel Frozen

➢ Click Cancel Reason List

➢ Choose Wrong Read

➢ Click Calculate

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➢ Go to Account ID Context Menu

➢ Click Go to Bill +

➢ Click Generate

➢ In the Cutoff Date field, enter the Original Date the bill was created

➢ Click Calculate

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➢ Make sure bill is correct

➢ Click Freeze/Complete

➢ Click Complete

➢ The new balance will show in the Dashboard

➢ Add a Customer Contact

If the bill was generated 20 days after creation follow these steps:

➢ Pull the Customer’s Account up

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➢ Go to the Service Point Context Menu

➢ Go to the SP Consumption

➢ Click the reading that you need to update

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➢ Click Use on Bill

➢ Click Save

➢ Click the Meter Configuration Id Context Menu

➢ Click Go to Meter Read +

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➢ In the Read Date/ Time type the Read Date

➢ Go to the Meter Read Source field, Choose UB- Changed to Correct Meter & Reading

➢ In the Read Type field, Choose Billing Force

➢ In the Register Reading field, type in the reading

➢ Click Save

➢ Click the Last Billed in the Dashboard

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➢ Click the Raleigh Service Area/Water link

➢ Click Rebill

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➢ Click Cancel Reason list and choose Wrong Read

➢ Click Calculate

➢ Click Freeze

➢ Click Freeze again

➢ Complete the following steps for all Segments in the bill

➢ Complete a Customer Contact stating what was done to the account

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Adding Adjustments This task is completed when the customer has been inadvertently charged

1. Look up the customer using the Hydrant Meter roster.

2. Pull up the Customer’s Account in CC&B using the name or acct number

(The account will look like this once pulled up)

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3. Go to the Account Context Menu and choose Adjustment +

4. Choose the Hydrant Daily, Monthly, or Yearly SA Type

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5. Click the Search Menu beside Adjustment Type

6. Choose the appropriate Adjustment Type (Most times use CISWASW)

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7. Type in amount to adjust. If taking the adjustment off, be sure to place (-) in front of the amount (ie. -$50.00) 8. Type the reason for the adjustment in the Comments field 9. Click Generate

10. Click Calculate

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11. Make sure everything is correct 12. Click Freeze 13. Click Freeze again 14. Check the Current Balance to make sure changes have updated on the account

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2 Consecutive Month Training Manual

City Of Raleigh

NORTH CAROLINA

Date: Click here to enter text.

Re: Hydrant Monthly Billing (Readings) Account No. Click here to enter text. Meter No. Click here to enter text. Sequence No. Click here to enter text.

Dear Customer,

Our records indicate that the readings for the above account with associated meter number Click here to enter text. have been estimated for two consecutive months or more and have not been reported to the Hydrant Billing Office by the 7 th of each month. Per the Fire Hydrant Meter Policy, no account should be estimated past two consecutive months. It is imperative that the reading for meter number Click here to enter text. is reported to the Hydrant Billing Office no later than Click here to enter text. . If the reading is not reported by the above date, meter number Click here to enter text. will be confiscated and the account could be forfeited.

Please send the readings for the above account number and meter number to our office using the following methods: via email, fax, or by calling our office.

Sincerely,

City of Raleigh, Public Utilities Department Meter Operations Division | Hydrant Meter Program Telephone: 919.996.2742 Fax: 919.996.1865 Email: hydrant.meter@raleighnc.gov

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Hydrant To Do – Bill Segment Amount Exceeds SA High Bill Amount

➢ Click the ToDo Icon ➢ Click Bill Segments in Error

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➢ Click the To Do stating Bill Segment Amount Exceeds SA High Bill Amount

➢ Click the Account Information icon

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➢ Click the Hydrant Service Agreement Context Menu (Daily, Monthly, or Yearly)

➢ Click Go to Service Agreement

➢ Check the Maximum Bill Threshold

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➢ Change the amount to higher that the Bill Segment amount

➢ Click Save ➢ Click Pending Bill Exists from the Dashboard

➢ Click the Bill Segment

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➢ Click Generate

➢ Click Calculate

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➢ Make sure the segment is Freezeable ➢ Click Pending Bill Exists from the Dashboard

➢ Click Freeze/Complete

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➢ Click Complete

➢ Click Complete in the Current To Do

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Hydrant To Do – Read Type Less Than Min Good Read Type

➢ Click the To Do’s Button ➢ Click the Billing Segments in Error that are assigned to you

➢ Click the first one in the list

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➢ This page will appear ➢ Click the Account Information Button

➢ Go to the Service Point Context Menu

➢ Go to the SP Consumption

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➢ Click the reading that you need to update

➢ Click Use on Bill

➢ Click Save

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➢ Click the Meter Configuration Id Context Menu

➢ Click Go to Meter Read +

➢ In the Read Date/ Time type the Read Date

➢ Go to the Meter Read Source field, Choose UB- Changed to Correct Meter & Reading

➢ In the Read Type field, Choose Billing Force

➢ In the Register Reading field, type in the reading

➢ Click Save

If the bill was generated in the last 20 days follow these steps:

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➢ Click the Last Billed in the Dashboard

➢ Click Cancel Frozen

➢ Click Cancel Reason List

➢ Choose Wrong Read

➢ Click Calculate

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➢ Go to Account ID Context Menu

➢ Click Go to Bill +

➢ Click Generate

➢ In the Cutoff Date field, enter the Original Date the bill was created

➢ Click Calculate

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➢ Make sure bill is correct

➢ Click Freeze/Complete

➢ Click Complete

➢ The new balance will show in the Dashboard

➢ Add a Customer Contact

If the bill was generated 20 days after creation follow these steps:

➢ Pull the Customer’s Account up

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➢ Go to the Service Point Context Menu

➢ Go to the SP Consumption

➢ Click the reading that you need to update

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➢ Click Use on Bill

➢ Click Save

➢ Click the Meter Configuration Id Context Menu

➢ Click Go to Meter Read +

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➢ In the Read Date/ Time type the Read Date

➢ Go to the Meter Read Source field, Choose UB- Changed to Correct Meter & Reading

➢ In the Read Type field, Choose Billing Force

➢ In the Register Reading field, type in the reading

➢ Click Save

➢ Click the Last Billed in the Dashboard

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➢ Click the Raleigh Service Area/Water link

➢ Click Rebill

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➢ Click Cancel Reason list and choose Wrong Read

➢ Click Calculate

➢ Click Freeze

➢ Click Freeze again

➢ Complete the following steps for all Segments in the bill

➢ Complete a Customer Contact stating what was done to the account

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Adding Adjustments This task is completed when the customer has been inadvertently charged

15. Look up the customer using the Hydrant Meter roster.

16. Pull up the Customer’s Account in CC&B using the name or acct number

(The account will look like this once pulled up)

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17. Go to the Account Context Menu and choose Adjustment +

18. Choose the Hydrant Daily, Monthly, or Yearly SA Type

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19. Click the Search Menu beside Adjustment Type

20. Choose the appropriate Adjustment Type (Most times use CISWASW)

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21. Type in amount to adjust. If taking the adjustment off, be sure to place (-) in front of the amount (ie. -$50.00) 22. Type the reason for the adjustment in the Comments field 23. Click Generate

24. Click Calculate

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25. Make sure everything is correct 26. Click Freeze 27. Click Freeze again 28. Check the Current Balance to make sure changes have updated on the account

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Creating TCE Premise –

Step 1 A) Verify meter is already in CCB, if not, add meter to CCB B) If already in CCB, “Login” to the TCE (The Compliance Engine) by clicking on the Login button. http://www.thecomplianceengine.com/

Step 2 Click on the Premise button – Top center

Step 3 Click on the Create Premise button – bottom left

Step 4 Enter information for the following as show below – Name – VARIOUS HYD – meter# (put the meter’s number where I have meter# after the dash). Mark the status of the account at inactive. This will ensure that a notice will not be mailed by TCE to the City of Raleigh.

Click in the box for Backflows

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Then, for Backflow Month select Fire at the bottom of drop down list.

Then for Reverence Number type the HYD – meter#

Then click the Create link at bottom left of page.

Once created a new screen pops up. Scroll down to middle of screen and click on Add Premises Profile

Step 5 A new “Create Premises Profile” page will come up. Select Domestic from the drop down list for Master Inspection Report Type, then for the Anniversary Date select the month and year that the test was performed on the fire hydrant meter and backflow assembly.

Once the information has been put in, click on the Create link at the bottom left of page.

Step 6 This will take you back to the Show Premises page. Scroll down to the middle where the Premises Profile List is located, and look to the far right and click on the +Add Inventory.

For the Service Meter #, enter the meter number. For Assembly Type, click the radio button for RP.

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For Grade Leve,l click the radio button for Above.

For Manufacturer, select the manufacturer of the backflow assembly which in our case is most likely Apollo/Conbraco

For Model, it will most likely be RPLF4A for the Apollo Assemblies

For the Size, select the size of the backflow assembly…not the meter size!!

For the Serial #, enter the serial # of the backflow assembly.

For Location of Assembly, it will always be – HYD METER RENTAL

Once this information has been entered, click the save button bottom right.

It should look like the following –

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Once saved, you will be taken back to the Show Premises Page. Scroll down to the middle again and now you will see a + Domestic with a renewal date to the right that looks like the following.

Now when you click on the + beside domestic it will look like the following.

When you click on the Domestic link you will get the following –

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Congratulations, you are done!!

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How to Process a Returned Hydrant Meter Rental Unit • The Hydrant Program Administrative Technician (HPAT) will receive the Hydrant Meter Rental Unit and begin a Billable Charges Form. The form will be placed in a pouch and attached to the rental unit. • The red pouch is for daily high priority rental units that need to be processed on the day received.

• The black pouch is for low priority rental units. These units must be processed within 48 hours of being returned. • Pouches are attached with the supplied clips and must remain on the rental unit until it has been found operable and returned to the rack. • The Field UT will examine the returned hydrant meter rental unit for any condition issues that show tampering or misuse of the equipment. If there are signs of tampering or misuse, the Field UT should take a picture of the returned equipment and place the picture in the customer’s file on the COR server.

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• The Field UT will test the meter and backflow unit. ( See Testing a Hydrant Meter and Backflow Assembly) • The Billable Charges Form is a carbonless form with two sheets. If a rental unit has been found inoperable, all repair or replacement parts are marked on the form. On July 1, 2017, labor charges for repairs/replacements will be added as well. Once all charges have been added, the original sheet will be removed and submitted to the AT. • The AT will complete the electronic Billable Charges Form adding any accessory bag items that are missing. The total Billable Charges will be added to the customer’s account and a copy of the Billable Charges Form will be placed in the customer’s file on the server and emailed as well. • The Field UT will test the meter and the backflow assembly to determine if the equipment is working properly.

End

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