Waste Management representatives apologized to Mountlake Terrace residents for a service-guide mailing error and outlined changes to collection operations, customer outreach and new regulatory requirements during an annual presentation to the City Council.

The city’s Public Works director, Derek Shymek, introduced Waste Management staff including Han (Hawn) Kirkland, public sector manager; Steven Sopcak, senior district manager; and Grace Fletcher, public education and outreach coordinator. Han Kirkland opened by saying, “I would like to sincerely apologize for the mix up that we had with our mailing…They reprinted it. It should be in mailboxes by early next week.”

Why it matters: council members pressed the company for specifics about fees residents have been reporting and for data showing whether outreach and the company’s new technologies have reduced charges. Councilors and staff said the city wants any compliance tools to educate residents rather than punish them and to preserve reliable services during inclement weather.

Waste Management described operations and customer tools. Sopcak said 13 drivers work in Mountlake Terrace and that crews “touch roughly 10,000 cans on a weekly basis.” Kirkland noted a contract change that gives residential customers one extra unit under the new contract and a $20,000 monetary donation to the city. Fletcher described outreach programs including a Recycle Corps internship and translated, trans-created recycling guides intended to reduce contamination.

Council members focused largely on customer-facing charges. Council Member Ryan asked how far a cart lid must be open to trigger an extra fee; Kirkland said the contract specifies 6 inches. Council members also asked for data on contamination and extra-bag charges; Waste Management said it would provide a follow-up with counts and diversion data once year-end figures are final. Company staff said contamination fees exist in the contract and are intended to change behavior and reduce material that is diverted to landfill after sorting.

The company discussed service continuity and weather responses. Sopcak described a “smart truck” program that adds in-cab controls and cameras and said crews scout routes before severe weather. Kirkland described the company’s Mountlake Terrace–specific website, an app with service alerts and a priority-request form that includes multi-language options.

Regulatory and program context: Waste Management reminded the council that Washington’s Organics Management Law is tightening requirements for businesses, lowering the threshold of organics generated that must be diverted to compost. Kirkland and Fletcher said they will work with local businesses and multifamily property managers to implement required compost/organics services.

What the city asked for and next steps: Councilors asked Waste Management to provide specific figures showing how many contamination and extras charges residents have received before and after recent technology and policy changes, and to supply diversion numbers from 2023 and 2024 once available. Company staff agreed to follow up with the council by email and to supply printed recycling guides and additional outreach to multifamily properties and the Chamber of Commerce.

Mountlake Terrace officials and residents also raised operational questions: where glass goes for recycling (the company named Strategic Materials/SMI as a current partner), whether Christmas trees and large woody debris can be collected curbside (the company said trees must fit or be cut to fit in the city cart and that larger debris is typically handled by separate roll-off programs or private services), and how the “extras” coupon system works (Waste Management said it is evaluating longer-term improvements).

Ending: Waste Management staff stayed after the presentation to take individual questions and said they will provide follow-up data on contamination charges, diversion rates and contract provisions, and will work with city staff on outreach to businesses and multifamily properties. The company also invited council members and staff to tour the Cascade Recycling Center.