Water utility work depends on more than technical knowledge. It depends on clear procedures, current documents, practical training, and performance conversations that reflect what operators actually do in the field.

In Episode 481, Trace Blackmore, CWT, welcomes back Kalpna Solanki, President and CEO at GAMECHANGERS Inc., for a practical conversation on building stronger utilities through standard operating procedures, competencies, and performance evaluations. Kalpna shares how outdated SOPs, disconnected training tools, and top-down documentation can create risk, confusion, and missed learning opportunities.

SOPs That Match the Work

Kalpna defines an SOP as a documented process that provides clear instructions for specific tasks or activities. Her current work with water utilities includes procedures for water main installation, flushing, customer complaints, meter installation, meter readings, and other distribution team responsibilities.

The key issue is not whether an organization has SOPs. Many do. The bigger question is whether those documents still match the field reality. Kalpna describes reviewing SOPs that reference retired staff, outdated contact information, and procedures written by people who may no longer be close to the work.

Her approach starts with the operators. The people doing the work help revise the documents, confirm what is accurate, and identify what needs to change. Revision dates, organized SOP libraries, and clear naming structures help teams avoid using the wrong version.

From Procedures to Competencies

Kalpna explains that SOPs should not sit alone in a file system. They should inform competency frameworks that define the knowledge, skills, abilities, and behaviors needed for the job.

For example, an SOP may explain how to perform a fire hydrant teardown. A related competency tool can help confirm whether an operator knows how to do that work safely and correctly. The results can then guide mentoring, training, and performance evaluation.

This turns performance evaluation into a two-way process. Rather than simply telling employees what they did or did not do, supervisors can use competency checklists to identify gaps, determine needed resources, and support development.

Field Access, Video, and Ownership

Kalpna also shares how the Capital Regional District project extends SOPs beyond written documents. Once an SOP is revised and approved, her team creates a field video using operators as the subjects. The video is tied back to the written SOP, giving employees the option to read, watch, or use both formats depending on how they learn best.

QR codes make the system even more useful. Operators can scan a code in the field and access the relevant SOP or video without leaving the work location, searching a large document library, or relying on memory.

That access matters. As Kalpna puts it, when processes are too complicated, people are more likely to wing it. In water utility work, that can affect safety, consistency, compliance, and service quality.

Water Stories and Water Reuse

Kalpna also shares her personal water story, from growing up near the Zambezi River and Victoria Falls to living near the Thames River in London and later near protected watersheds in Vancouver. Her experiences shape how she thinks about water availability, source protection, and the responsibility of the industry.

The conversation closes with a look at the Vancouver Convention Centre West, where a full-scale wastewater treatment facility operates beneath the building. Treated effluent is reused for toilet flushing and rooftop garden irrigation, reducing freshwater demand and municipal sewer load.

For Kalpna, this points to a larger shift in language and mindset. Wastewater is not simply waste. It is a resource with future value for reuse, reclamation, and water-stressed industries.

Listen to the full conversation above. Explore related episodes below. Stay engaged, keep learning, and continue scaling up your knowledge!

Timestamps

01:10 — Trace welcomes Kalpna Solanki back and notes her previous Scaling UP! H2O appearance in Episode 435 on backflow prevention.

01:50 — Kalpna shares what has changed since her last visit, including the launch of GAMECHANGERS Inc. and her work with nonprofits, government agencies, and water utilities.

02:40 — Kalpna explains the two criteria she uses when choosing where to contribute: the opportunity to contribute and the opportunity to learn.

03:40 — Kalpna introduces the Water Environment Federation and its broad role in the water sector, with a strong focus on wastewater.

04:10 — The conversation turns to WEFTEC, AI, data centers, and the Water AI Nexus Center for Excellence.

08:20 — Kalpna defines an SOP as a documented process that provides clear instructions for specific tasks or activities.

08:40 — Kalpna describes her work with the Capital Regional District and water distribution teams serving more than 400,000 people with drinking water.

09:40 — Kalpna explains why SOPs should be developed with field staff, not only by managers who may be removed from day-to-day operations.

10:40 — SOPs connect to competencies by defining the knowledge, skills, abilities, and behaviors employees need to perform work effectively.

11:40 — Kalpna frames performance evaluation as a two-way process for identifying training needs, resources, and competency gaps.

13:00 — Trace asks how organizations can align SOPs with what operators actually do in the field.

13:20 — Kalpna describes the risk of dated SOPs, including documents that reference retired staff or obsolete contact information.

14:00 — Kalpna explains how SOP nomenclature and organized folders help operators find the current procedure quickly.

15:30 — The discussion shifts to video-based SOPs that support different learning styles and increase field usability.

19:50 — Kalpna adds that QR codes can take operators directly to the relevant SOP and linked video in the field.

20:25 — Kalpna explains why simplicity matters: if the process is too complicated, people are more likely to wing it.

21:10 — Safety enters the competency discussion, with Kalpna explaining why SOP-based competencies can better reflect actual field work.

22:20 — Kalpna outlines her starting process with a utility: review the SOPs, determine what is dated or missing, divide them by operational area, and prioritize revisions.

24:10 — Kalpna describes how SOPs for water main upgrades can be translated into a competency framework.

25:00 — Technical and leadership competencies are discussed, including behavioral indicators that supervisors can use with operators.

26:30 — Kalpna introduces application exams, remote proctoring, and future AI-assisted marking as part of the hiring process.

28:05 — The conversation turns to culture, ownership, and how staff involvement can create empowerment rather than top-down compliance.

29:55 — Kalpna urges listeners to look at the intersection between SOPs, competencies, and performance evaluations.

32:40 — Kalpna shares her personal water story, beginning with childhood walks near the Zambezi River and Victoria Falls.

34:15 — Kalpna connects her experiences in London and Vancouver to water availability, source protection, and the value of safe drinking water.

37:00 — In the lightning round, Kalpna describes her superpower as seeing organizations from a high-level perspective and imagining what they could become.

38:35 — Kalpna shares a major accomplishment: leading a CRM project that succeeded because the people doing the work were involved.

40:25 — Kalpna discusses a water operator training and certification project in Kenya with Water Professionals International and GAMECHANGERS Inc.

41:55 — Kalpna answers the magic wand question with the Water Environment Federation vision statement: "life free of water challenges."

43:10 — Kalpna recommends five books spanning personal values, scaling systems, resilience, memoir, and nonprofit governance.

Quotes

"When it comes to how that leads to competencies, competencies refer to the knowledge, skills, abilities, and behaviors that employees need to perform their job effectively."

"Because I think if things are too complicated, people are going to be more tempted to wing it."

"I need their feedback to get the reality of their job on a day-to-day basis."

"I think that one of the key things is really look at the intersection between SOPs, competencies and performance evaluations."

"Life free of water challenges."

"We talk about wastewater, but it's not waste really, it's a resource."

Connect with Kalpna Solanki

Email: ksolanki@gamechangerssolutions.com

Website: GAMECHANGERS Inc. | Strategy Development And Implementation

LinkedIn: Kalpna Solanki MBA | LinkedIn

GAMECHANGERS Inc.: Overview | LinkedIn

Guest Resources Mentioned