18990_Authority_Feb_2026

municipalauthorities.org │ 3 Reprint permission: Some articles may be available, in whole or in part, for reprint; however written permission must be obtained by contacting Jennifer Case at case@municipalauthorities.org . Statement of ownership: The Authority is published bi-monthly by the Pennsylvania Municipal Authorities Association, 1000 North Front Street, Suite 401, Wormleysburg, PA 17043. Postmaster: Send address changes to The Authority at this address. Advertising & Sales questions: Mandi E. Glantz, CAE at glantz@municipalauthorities.org. Comments/Questions: Jennifer Case at case@municipalauthorities.org. Copyright© 2026 by the Pennsylvania Municipal Authorities Association. All rights reserved. Reproduction in whole or in part without written consent is prohibited. Statement of facts and opinions expressed in this magazine are those of the authors. Publication of articles and advertisements does not reflect any direct or implied endorsement of the author’s views. The Association reserves the right to edit and/or provide graphic content to support articles or information printed or provided in this publication. Douglas E. Bilheimer Publisher Jennifer L. Case Editor Mandi E. Glantz, CAE Advertising Kimberly A. Miller Layout & Design February 2026 Volume 58, No. 1 Pennsylvania Municipal Authorities Association 1000 North Front Street, Suite 401 Wormleysburg, PA 17043 Phone: 717-737-7655 Fax: 717-737-8431 info@municipalauthorities.org municipalauthorities.org facebook.com/pamunicipalauthorities linkedin.com/company/ pamunicipalauthorities/ E ditor ’ s N ote Melissa Radovanic, Chair Greater Johnstown Water Authority/ RDM - Johnstown, LLC Shana Constanzer North Penn Water Authority Christine Gunsaullus The Tank Queen, LLC Timothy Hagey Warminster Township Municipal Authority Deanna Hassinger Mifflin County Municipal Authority Lindsay Hughes Tapped In Public Relations Matt Junker Municipal Authority of Westmoreland County Claire Maulhardt Capital Region Water Evan Ridington Arthur Hall Insurance Susan Sampson Lehigh County Authority Amy Schirf Centre County Recycling and Refuse Authority Michael Schober, PE ARRO Consulting, Inc. C ommunications C ommittee As you set goals for the new year, it’s the perfect time to optimize your customer relationships and build customer trust in your authority. In this issue of The Authority , you’ll find practical step-by-step methods and strategies you can implement immediately to enhance trust and deepen connections with customers. You’ll also see these practices in action from eight member authorities - winners of PMAA’s 2025 Community Engagement Awards. Discover how they developed and executed their unique approaches to customer outreach, collaboration, community engagement and trust that earned them recognition in their respective award categories. As one author notes, “Silence doesn’t read as professionalism; it reads as uncertainty. Clear, consistent communication is part of operations and not a distraction from them.” Providing safe and reliable services is paramount, but communicating your authority’s commitment to quality is what earns customer trust and satisfaction.