Adding Education to HHW Collection Operations

Jim QuinnNAHMMA NW Chapter ConferenceJune 2014

Educating HHW customers

I. Why educate them?

II. How to educate them

- while also taking care of all of the other things collection program staff need to do

Why educate HHW customers?

The three pillars of addressing HHW:

CollectionEducationProduct Stewardship

From Metro’s Regional Solid Waste Management Plan

(RSWMP)• “Coordinate collection programs with waste

reduction and product stewardship efforts”

• “Provide hazardous waste reduction messages and information to all customers bringing waste to household hazardous waste collection sites”

from:“Sustainable Materials Management: The Road Ahead”US EPA 2009

Oregon DEQ Materials Management Plan

For Consumer Products, vision for the future: “Every option is a sustainable option”

How to educate HHW customers

Hint: it’s not just about handing out brochures

• Coordinate with other outreach efforts• Aim for behavior change• Understand community-based social

marketing• Talk to the customers!

Coordinate with other outreach that your agency is doing:

• Website• Brochures• Live telephone staff• Public events, displays, shows etc.

How to Educate

The “information deficit” model or “rational” model: if we (the experts) give them the information, they will change their behavior

Metro RSWMP: “Provide hazardous waste education programs that focus on behavior change”

“Community-based social marketing”•The use of marketing principles to influence human behavior in order to improve health or benefit society•Emphasizes direct, personal contact, in contrast to mass marketing (TV/radio/newspaper)•Key steps:

Determine barriers to change Use tools targeted to the barriers Pilot to test effectiveness Implement across the community Evaluate

“Community-based social marketing”

Barriers = "roadblocks" to more sustainable actions and behaviorsExamples: lack of information, too inconvenient, too costlyFirst conduct research to identify barriers, like surveys, focus groups, literature searchThen develop tools targeted to the identified barriers

“Community-based social marketing”

Tools:prompts – remind people to engage in sustainable

activitiescommitments – have people commit or pledge to

engage in sustainable activities norms – develop community norms that a

particular behavior is the right thing to do; change agents, role models, early adopters

incentives

HHW Education- other thoughts

•Making it personal- conveying the health & environmental risks; kids & pets

•Does education actually result in measureable improvements in public health & the environment?

•Education can foster support for policy change

So – what does all this mean when a customer drives up to drop off their HHW?

Things we talk to customers about

Fees

Household vs. business

What we accept

What we do with it all

Where to take things we don’t accept

Other Metro programs

Waste reduction

Metro RSWMP goal: “Reduce the use and improper disposal of products generating hazardous waste in order to protect the environment and human health”.

Waste reduction messages

•Buy only what you need•Use it up•Give it away

•Choose safer alternatives•Products that are less toxic or non-toxic •Change how you do things around the house/yard

CHANGE IS A PROCESS OF STEPS

Motivated to change

Sustains new behavior

Let’s help people take their next step. • How can we help people take their next step?• What barriers are in the way?• How do we reach people where they are? – there is no one-size-fits-all approach

★

Aware, knowledgeable

Unaware

Tries new behavior

“Triage” – three categories of customers:• Probably ain’t gonna do anything different, no

matter what information we provide• Hard core environmentalist• Someone part way up the ladder of

commitment, maybe we can nudge them up further

Starting the conversation

• “Can I answer any questions you might have?”• “Would you like to learn more about natural

gardening?”• “Do you have any questions about recycling?”• “Do you have any questions about our

program?”• “Can I offer you any educational brochures?”

I thought you said it wasn’t about brochures. . . .

• Explain what information is covered in the brochure

• Get their commitment that they will read it• Or just give them a small handout- magnet,

bookmark-sized info, etc.

You can target specific customers…

Pesticide Loads……

You Say….

“Thanks for bringing us your pesticides!”

“Did you know that the chemicals you use on your lawn and garden may also be toxic to your children, pets, fish, birds and waterways?”“Would you like some information

on natural gardening?”

Provide a gardening brochure

“Follow these easy steps to growing a healthy lawn/garden without using pesticides or other harmful chemicals.”

For more advanced gardeners

Loads with numerous cleaners…..

You Say…..

“Thanks for bringing us your toxic cleaners; we’ll take care of

those for you!”“Would you like a brochure on

less toxic green cleaners?”

Say something like….

“This brochure contains recipes and tips that can

help you protect your family and the environment by

using safe, simple ingredients to clean your

home.”

Paint only loads……

You say…..“I see you only brought us paint

today; did you know we also take things like batteries, cleaners,

pesticides, and propane tanks, etc. etc?”

“Would you like a flyer that lists the types of items you can bring here?”

• Caution• Toxic• Corrosive• Pesticide• Combustible• Poison• Flammable• Warning• Danger

“Read the label, look for the following words:”

If you don’t know the answer to a question- other resources:•ask a co-worker

•outreach staff

•web resources, etc.