At Seattle Public Utilities (SPU), we know that delivering essential services goes beyond turning on the tap. It’s about showing up for people with empathy, understanding, and solutions when they need them most. Few people embody that spirit more than Carol Wellman, who has spent the past 8.5 years serving our community with the Customer Care team.
Currently serving as an Out-of-Class Utility Services Representative, Carol shared a powerful story that reflects not only her dedication but also SPU’s commitment to affordability and community-centered service.
A Day in the Field
Every morning, Carol and her colleagues begin their work by notifying customers about potential water shutoffs, providing them with notice ranging from 24 hours to seven days. For many, this process is a difficult but necessary step in ensuring fairness across the system. But for Carol, it’s also an opportunity to connect.
On her very first day in the job, Carol was assigned to a shutoff. After explaining to the customer why she was there, she discovered that technical issues prevented her from completing the task. Instead of simply moving on, she took the time to listen.
The customer, living on Social Security benefits, explained that he had a balance. He just needed more time. Carol thought of payment plans through PromisePay, one of SPU’s affordability tools that provides flexible payment options. “I felt bad for him,” she recalled, “and I wanted him to know there were resources available.”
Meeting People Where They Are
Carol sees situations like this often. More and more, customers are reaching out for additional help. And when they do, SPU’s Utility Assistance resources are ready.
“I understand that it’s scary to seek help, but it’s important,” Carol says. “I treat people the same way I want to be treated, and the way I’d want my friends and family to be treated.”
Her approach is simple but important: give people a little grace. Whether in the community or on the phone, Carol makes sure customers know about every resource available to them. From payment plans to financial assistance programs, she ensures no one feels alone in navigating their utility bills.
Living SPU’s Values
Carol’s philosophy mirrors SPU’s mission: to provide essential services with care and respect for every customer. Even in challenging situations, she demonstrates that compassion and accountability can work hand in hand.
“I like to help customers, and I like to do right by them. Even people who have stable jobs are struggling right now. If I can give them options and resources, I know I’m doing my part.”
Carol’s dedication to service, affordability, and empathy reflects the best of who we are as an organization. She reminds us that every interaction is a chance to build trust, lighten someone’s burden, and ensure our community continues to thrive.
At SPU, we are proud of Carol and grateful for all our employees who embody these values every single day.
Learn more about how you can save on your utility bills by visiting SPU Utility Affordability.