Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Services topic
No spam. Unsubscribe anytime.
Waste Management reports improved equipment, staffing and call‑center performance to Spokane Valley council
Summary
Waste Management told the council it added trucks, invested in a regional “smart center,” reduced call wait times and retained seasonal drivers; staff and WM said the carrier is pursuing hiring and fleet upgrades to maintain weekly curbside service for roughly 26,800 Valley customers.
Waste Management representatives updated the Spokane Valley City Council on May 6 about operations, staffing and recent investments. WM said it has focused on driver recruitment and retention, expanded its fleet and invested in recycling and customer‑service facilities while continuing to manage a nationwide commercial driver shortage.
Zach Stavros and Zach Bray of WM reported that the company added 12 new collection trucks at the local site since the previous meeting and has invested in nearby processing capacity. WM said it had invested in an $18 million “smart center” for regional recycling processing that increased sorting capacity and employs additional local staff; WM noted a 37% capacity increase at that facility. WM also reported the company had onboarded about 45 new call‑center service representatives and saw nearly a 60% reduction in average call wait times since the last report.
Operational metrics: WM told council there are about 17 drivers focusing on residential garbage routes in the Valley, serving roughly 26,800 residential customers weekly. The company reported approximately 55,500 total weekly lift services in the broader service area and said monthly lifts in the Valley total nearly 190,000. Since the prior report, WM said crews completed roughly 1,060,000 residential services and recorded about 147 rescheduled collections not related to weather; WM characterized the on‑time service metric since the last meeting as approximately 99.98%.
Staffing and safety: WM acknowledged an ongoing commercial driver (CDL) shortage and said driver training and onboarding take up to three months. The company said it retained seasonal yard‑waste drivers through the winter, cross‑trained staff and continued recruitment; at the time of the meeting WM reported four driver positions open and active interviews underway. WM also described recent safety investments: proximity sensors, lane‑departure alerts and other equipment on newer trucks.
Customer tools and local outreach: WM said it is emphasizing self‑service tools — a project webpage, mobile app and email notices — while continuing to offer phone support. WM also highlighted local community participation, including facility tours and regional events.
Speakers at the presentation included Public Works Director Robert Blagan and WM representatives; council members asked about CDL hiring, regional growth planning and customer outreach to seniors. Council members thanked WM for reported improvements; WM said it will continue to report operational metrics to the city.
Ending: WM and city staff will continue regular service updates to council as the contract term and potential extensions approach in 2028.
