Going beyond the calls of duty
JoAnne Papajohn helps citizens awash in problems

JoAnne Papajohn, Public Works & Engineering, answers 50 - 70 phone calls a day from residents who have water problems.

Story and photo by John Perry

“I need water desperately,” the woman caller said in a panicked voice.

Among the horror stories citizens have told JoAnne Papajohn, this one stands out.

“It was a medical issue,” said Papajohn, a customer service representative at Public Works & Engineering’s utilities service center. “She said she was on peritoneal dialysis and needed water to clean her dialysis equipment before she could use it.”

When the woman had returned home from an extended hospital stay, she discovered her water had been cut off due to nonpayment.

“First thing I tried to do was get her to calm down and explain her payment options,” Papajohn said. “But she said she didn’t have a bank account and wasn’t physically able to get to a supermarket. Besides, she claimed to be in a crisis situation and needed her water turned on right away.”

Papajohn asked the caller about her medical condition. Relying on her 10 years as a patient advocate at Bayshore Hospital in Pasadena, Papajohn carefully considered the caller’s responses.

“Those years taught me how to listen, understand and make predictions about different personality types,” Papajohn said. “What I learned serves me well today.”

Using her knowledge and instinct, Papajohn decided the caller’s condition was legitimate and decided to go the extra mile to help.

“Sometimes you have to go with your gut,” Papajohn said.

With her supervisor’s permission and cooperation, she got the caller’s water turned on that day and made arrangement for her to pay later.

“Good to her word, she made her payment the next week,” Papajohn said.

Customer service center supervisor John B. Germany appreciates Papajohn’s contributions.

“JoAnne’s a team player with a real support mentality,” Germany said. “She has one of those personalities that reaches out to others and helps them understand the problem.

“Wish I had 10 more just like her.”

“Part of my job is educating the customer,” Papajohn said. “They sometimes call in here and are livid because their water’s been cut off. But part of that anger comes from their frustration of not understanding.

“If you educate the customer instead of just restating the problem, you empower them to become part of the solution. And that makes it a lot better for everyone.”

Citizens appreciate her attitude.

Sonja Dee Raffeet wrote Mayor Bill White’s office to express her gratitude for the outstanding customer service rendered by Papajohn, whom she referred to as “Ms. Patience.”

Raffeet said Papajohn persisted until a water issue that had plagued her for almost a month was resolved.

“There should be more people like Ms. Papajohn,” wrote Raffeet, a Texas certified private investigator. “She put an end to numerous unsuccessful calls.”

Mary Frances Huffman wrote PWE to thank them for having such “a great employee working in the billing department.” Huffman appreciated the time Papajohn spent solving the confusion she had about a complicated problem with her bill.

Papajohn, a native Houstonian and graduate of the University of Houston, sits at her desk with keyboard and monitor, bottled water, family photos, box of tissues and a log of the 50 to 70 phone calls she gets every day.

Wearing a headphone with mouthpiece, she is one of about 30 customer service reps at the converted Eastwood Bank Building at 4200 Leeland Street.

“Bills can be paid online, but there’re still a lot of people who want to hear a human voice, especially the elderly,” Papajohn said.

She said the job is most rewarding when she can help people on fixed incomes such as senior citizens.

Joining the resource management division Aug. 22, 2005, Papajohn works 10:15 a.m. to 7:15 p.m. Mondays, Wednesdays, Thursdays and Fridays, and half-days on Tuesdays and Saturdays.

From her desk, she sees all her co-workers across rows of low-walled workspaces.

“It’s a close group,” Papajohn said. “We have a real sense of community and purpose.

“I like it here. It gives me a chance to grow professionally and give something back to the city that’s been so good to me.”

Her customer service line rings.

“If I can touch a life and make a positive difference, it makes a good day for me,” Papajohn said. “My heart’s in customer service.”

Then, answering the call: “Utility customer service, this is JoAnne speaking. How may I help you?”

Mayor Bill White appreciates Papajohn’s commitment.

“Ms. Papajohn is a fine example of employee commitment in Public Works and other departments,” White said. “Through their dedication and effort we are able to deliver a valuable service to our citizens.”