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Ten Steps of a Service Request
10 Steps graphic

1. REQUEST
The customer calls 311 (704-336-7600) or completes an online form
and a job number is assigned.  

2. INSPECT
The inspector visits the site within five business days.

3. QUALIFY
The inspector determines if the request qualifies for the storm water program. If is does not qualify, the inspector communicates to the customer that the request does not qualify for storm water program. If it falls under the jurisdiction of another agency, the inspector forwards the information to the appropriate party.

If it is a qualified request, the inspector will analyze how severe the problem is and prioritize the request.  

4. REPORT
Once the inspection is complete, the inspector reports findings to the City or Town.

5. PRIORITIZE
Upon approval by the appropriate jurisdiction, qualifying requests are added to the City or Town's storm water request list in order of priority. There are three priority categories. First priority is given to those in Category A, where there is flooding of living space, damage to a habitable structure, or flooding that threatens the safety of the traveling public.  See priority categories for Storm Water Services repairs. 

6. PERMISSION
Before work can begin, property owners must grant an easement allowing Storm Water and construction crews access to the property.

7. DESIGN
Storm Water inspectors and engineers visit problem sites, determine solutions and complete drawings that the contractor will use during construction.

8. PREPARE
Construction contracts are then bid, materials purchased and workers scheduled before work can begin.

9. CONSTRUCT
Private contractors perform the necessary repairs.

10. COMPLETE
The inspector oversees the repairs and closes out the work order once the job has been satisfactorily completed.