Adding Education to HHW Collection Operations
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Adding Education to HHW Collection Operations
Jim QuinnNAHMMA NW Chapter ConferenceJune 2014
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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
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Why educate HHW customers?
The three pillars of addressing HHW:
CollectionEducationProduct Stewardship
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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”
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from:“Sustainable Materials Management: The Road Ahead”US EPA 2009
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Oregon DEQ Materials Management Plan
For Consumer Products, vision for the future: “Every option is a sustainable option”
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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!
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Coordinate with other outreach that your agency is doing:
• Website• Brochures• Live telephone staff• Public events, displays, shows etc.
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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”
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“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
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“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
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“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
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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
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So – what does all this mean when a customer drives up to drop off their HHW?
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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
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Metro RSWMP goal: “Reduce the use and improper disposal of products generating hazardous waste in order to protect the environment and human health”.
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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
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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
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“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
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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?”
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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.
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You can target specific customers…
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Pesticide Loads……
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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?”
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Provide a gardening brochure
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“Follow these easy steps to growing a healthy lawn/garden without using pesticides or other harmful chemicals.”
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For more advanced gardeners
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Loads with numerous cleaners…..
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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?”
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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.”
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Paint only loads……
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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?”
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• Caution• Toxic• Corrosive• Pesticide• Combustible• Poison• Flammable• Warning• Danger
“Read the label, look for the following words:”
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If you don’t know the answer to a question- other resources:•ask a co-worker
•outreach staff
•web resources, etc.
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