Public and Landowner Relations, Communication, and Customer Service
This domain tests how you represent the utility to landowners, customers, and stakeholders while still getting necessary work done. The exam focuses on rights, notice, communication, and documentation.
Core rules and concepts
- An easement or right-of-way grants specified rights; it does not transfer ownership. Know the width, purpose, and any restrictions before promising or refusing work.
- Notify landowners and occupants according to utility policy and law; explain the work, timing, access, and expected debris handling.
- Use clear language, listen, and separate safety requirements from aesthetic preferences; offer options within the specification.
- Document contacts, refusals, damage claims, and commitments; escalate access disputes rather than forcing entry.
- Support “right tree, right place” and stakeholder engagement with municipalities, agencies, and community groups.
Worked example
A landowner refuses access to a backyard span. Review the easement and utility policy, send written notice, offer a walk-through with the crew, explain the clearance and safety reason, and document the refusal. If access is still denied, escalate to a supervisor or legal contact; do not enter without authority.
Traps that cost marks
Arguing about aesthetics; promising that no tree will be cut; entering without valid authority; and failing to record what was said and agreed.