To address high water bills and long wait times, Jefferson Parish expanding staff

GRETNA, La. (WVUE) - By the end of 2024, the Jefferson Parish Water Department expects to have a full staff of 16 call-takers available to assist residents, according to Director Sidney Bazely.

Bazely said that filling these positions had been challenging since the COVID-19 pandemic, resulting in long wait times for callers throughout the spring and summer.

For months, parish leaders and residents have been voicing frustrations about water billing issues and delays in the department's response.

At Wednesday's council meeting (Nov. 6), Metairie resident Keith Juneau shared his experience with a recent $1,000 water bill, which showed a usage of 83,000 gallons - much higher than his typical 3,000-gallon billing cycle.

"I didn't do anything. I didn't correct anything. I didn't change anything," Juneau said.

He said that he repeatedly called the water department over the summer to dispute the bill but was often left on hold, disconnected, or told to call back.

Bazely said the issue was eventually tracked to a toilet part, which Juneau purchased, submitted a receipt for, and signed an affidavit before the parish reduced his bill.

"It was only one bill that showed high during a time when he reported to us he made repairs in his home," Bazely said.

Parish leaders recognized that billing issues have been a growing concern among constituents.

"(It's) a dominating feature of our day most days is people calling us about our water bill problems," Councilman at-large Scott Walker said.

Bazely says with more people on the payroll to answer calls, his team would be better fit to address customer issues and billing disputes. But he says, more often than not, high bills are usually due to leaks on the customer's property and not issues with the meter.

"Our meters do not operate unless water goes through it. With 100% certainty I can tell you that water passed through the meter and into the customer's home," Bazely said.

The water department is also in the process of installing communication technology to power new smart meters throughout the parish.

The first meters will be installed in March and the entire parish is expected to have smart meters by 2028.