Little Silver Mayor: Water Co. Dropped Ball on Calling Residents

Whenafter a water main break, Mayor Robert C. Neff, Jr. said he was told by New Jersey American Water officials that borough residents would receive automated phone messages instructing them on what to do.

The incident occurred on a Friday afternoon and by Saturday morning, Neff said residents still hadn't received the call. Those who did receive a call got it later that day, but Neff said the water company told him that it received "operator error" messages when trying to contact the majority of numbers in town.

Neff said he has taken the matter up with the state's Board of Public Utilities to investigate the breakdown as well as NJAW officials.

One resident at the July 9 Little Silver Borough Council meeting asked Neff why the borough didn't send its own reverse 9-1-1 call to residents, directing them to NJAW's Web site. Neff said he didn't want to "duplicate efforts" or "send out conflicting information."

While no messages were sent by phone, the borough did send text and e-mail messages to those signed up with the Two River Alert System and put a message up on the sign outside the Little Silver Fire Department, said the mayor.

Neff said he intends to send a letter to residents explaining what happened and encouraging residents to sign up for the Two River Alert System. He also wants residents with special needs — such as those who are unable to leave the house —to identify themselves to the borough so that they can be assisted during any future emergencies.

Councilman David Gilmour said that officials did learn something valuable from the communication failure: "We learned that you can't rely upon a utility company."