What You Need To Know Before You Call
(Relax…It’s simple, and really a good read!)
SECTION VI: Guidelines For Preparing to Call West Virginia 811.
The call center is open 24 hours a day, 365 days a year and all calls to WV 811 are recorded. The CSRs are trained to obtain specific information concerning locate requests. They will enter information into a computer, therefore the order of questions are preset. There is a specific reason for each question asked which are explained in this section.
Locate request processing is simple if the caller is prepared to answer all questions with information that is as detailed and precise as possible. This limits unnecessary call backs from WV 811 members. Preparation is the key for your call to go as quickly and efficiently as possible. The best way to prepare to call in a locate is to have the following information readily available.
1. Caller’s Name. The caller’s first and last names are taken in order to maintain a record of all locate requests. This information is also helpful in the event that it’s necessary for a facility owner/operator to contact someone for additional information.
2. Telephone Number. The telephone number (including area code) of the caller is taken in case additional information is required at a later time by WV 811 members. This number is also used to activate computer databases which can fill in the answers to questions 3, 4, 5, 6 & 18 which saves the caller additional time. The attendant will read back this information for verification.
3. Fax Number. If applicable, provide this information.
4. Not Involved Response. WV 811 members must notify callers if they have no facilities at the work site. The caller will be asked if they would like this response or not. If they do, they will be asked how they wish to receive it, which can be by phone, fax or email.
5. Business Mailing Address. The mailing address of the caller’s company address and is not to be confused with the excavation site address. This is recorded in order to maintain the computer database and a mailing list which may be utilized to notify excavators of information pertaining to WV 811 on a periodic basis. This information will not be used for any other reason.
6. Work Date and Time. It is very important not to begin your excavation or demolition work prior to the stated date and time. Notices of not less than 48 business hours nor more than 10 business days, exclusive of Saturdays, Sundays, state & federal holidays are required by Chapter 24-C.
7. County and Town/Community. The county and town/community (or nearest town) where the work is to be performed.
8. In or Out of the Town Corporate Limits. The excavation work is going to take place inside or outside of the town limits; the work will be both inside & outside the town limits; or you are not sure or don’t know.
9. Worksite Address. This is the site where the excavation is to take place.
10. Nearest Intersection or Cross Street/Road. This information helps to pinpoint where the job site is if within a town or city. Also provide distance and direction from intersection.
11. Longitude and Latitude. If applicable WV 811 map grids may be given. Longitude and latitude points may also be used if known. If readings are obtained from GPS units, make certain the GPS units are performing accurately.
12. Length, Direction and Depth of Excavation. This information helps to determine the extent of your work and is meaningful since lengthy excavations (e.g. installing a 2 mile gas line) may involve more underground utilities than single site excavations (e.g. excavating for a basement drilling a well, etc.) Length can be given in feet, yards or miles. It is important to remember to call 48 business hours before you dig but not more than 10 business days in advance of your dig date. Once the buried facilities are identified and marked by our members, it becomes the responsibility of the excavator to maintain the integrity of the marked facilities. Work of an excavator covering great distances must consider how the contractor can maintain the integrity of the marked facilities. Consideration should be given to dividing the work into sections, calling 48 hours before the start of each section.Direction is given in main compass points (e.g. North, East, Southwest, etc.) from the beginning of the work site. This applies to excavations of length more so than single site excavations.Depth of excavation helps our members to determine if they may have to provide more than just marking their lines (e.g. determine depth of the lines, have locator on site, etc.).
13. Is Work Site Marked with White? When possible, mark the work site with white. This will provide the exact location where WV 811 members need to mark their underground facilities.
14. Blasting. The caller will be asked if blasting will occur.
15. Type of Work. Field locators need to know the specific purpose of the excavation. Detailed information is requested; for example, “installation of a sanitary sewer lateral” is much more helpful than “digging for a sewer line.”
16. Street, Sidewalk, Private Property or Other. If other, the caller will be asked to specify where the work will take place (e.g. road shoulder, highway right-of-way, etc.).
17. Work Being Done For. The identification of who the work is being performed for is another source for obtaining additional information such as a more definitive location about the project. The customer’s name or properly owner’s name is sufficient.
18. Contact Name and Phone Number. The person to contact in case additional information is needed concerning the project. This can be different from the information given for questions 1 and 2. When available, supply alternate contact information. (i.e. mobile phone).
19. Alternate Contact. When available provide alternate contact information (i.e. mobile phone, etc.)
20. Remarks. The caller may wish to give additional information (e.g. driving instructions, land marks, meeting requests, etc.) pertaining to the locate request. Detailed information of exact excavation site is particularly helpful.
21. Members Notified. Identity of WV 811 members notified will be provided to the caller.
22. Ticket Number. An identification number associated with the call for future reference if needed.
*Answers to questions 7 through 12 should be as detailed as possible. This information is used to determine which members will be notified for your work site.
