Operation True North (OTN) Facilitator Services

The Washington Suburban Sanitary Commission (WSSC) is seeking a facilitator to provide services for a two-day, all-hands educational and collaborative training event for the Customer Service Department as part of the Commission's Operation True North (OTN) initiative. The selected contractor will serve as a neutral co-facilitator and educational partner to support improved customer experience, employee engagement, communication, collaboration, and organizational effectiveness. The scope of work includes pre-session planning and design, session delivery and facilitation, and post-session documentation and follow-up. Some key responsibilities include: • Conducting limited stakeholder interviews to confirm alignment with established goals and objectives • Collaborating with the internal Operation True North planning team to finalize the session agenda and facilitation structure • Delivering soft-skills educational content utilizing AWWA Customer Service Training Program guidance or equivalent customer service training methodologies • Providing neutral mediation of perspectives and encouraging collaborative decision-making • Applying ADKAR and/or other change management-based facilitation techniques to support participant understanding, engagement, and commitment to identified process improvements and organizational changes.