Steve
For Steve, safety is a thread that runs through both his professional and personal life. As a safety consultant, Steve helps maintain NW Natural's commitment to keeping employees safe while they work. In his personal time, as a long-time volunteer with Mt. Hood Ski Patrol, Steve helps keep people safe on the mountain.
For over 37 years, Steve has contributed to the patrol in various capacities, including as an instructor for medical and avalanche training programs, and as an active ski patroller. His volunteer work also extends beyond the mountain to supporting local running and bike race events in the Cascade Locks and Portland metro areas.
"As a Mt. Hood ski patrol volunteer, Steve's tenure is the longest and in alignment with company core values the strongest," said NW Natural's director of environmental policy and corporate responsibility. “Steve and the rest of the safety team travel throughout our workplaces across the territory. His dedication to safety and earnest commitment to making sure we all leave work as whole as we started is well known everywhere we do work. It is a privilege to also recognize his volunteer service.”
Kayleen
From motor messenger, to meter reader, to LNG gas storage operator, Kayleen’s impressive career at NW Natural will have spanned over 43 years when she retires this March.
At the end of March, Kayleen, a highly experienced gas storage operator at Newport LNG, will retire after 43 years of service. For Kayleen, it has a been both a professional and personal journey that depending on the day, could be difficult, challenging, or stimulating – but ultimately rewarding.
How it all began
Kayleen connected with NW Natural in September 1980, when she came to the downtown Portland office to pay her grandmother's gas bill. She inquired if the company was hiring, and it was. Soon after, Kayleen was hired as a "motor messenger," collecting bills, and delivering paychecks, packages and mail within the company. "When I was a motor messenger, one of my supervisors saw something in me, and suggested I look into meter reading," said Kayleen. "She suggested I get on with my career."
Kayleen took the first of many required tests – which contained subject matter completely unfamiliar to her – and passed with flying colors. The company called her that weekend and asked her to start immediately.
Meter reading challenges and successes
In May 1983, Kayleen transferred to Astoria to fill a meter reading position. The job was supposed to be temporary, but a replacement never materialized, and the job became hers.
In Astoria, Kayleen covered a challenging and sometimes dangerous route, and she handled it alone. As a young Black woman, Kayleen dealt with racial slurs, threats, and vicious dogs – sometimes intentionally let loose while she was performing her duties – as well as ice and snow-covered roads she often shared with logging trucks. "Once I got a CB Radio in my vehicle, I felt safer," said Kayleen. "I could communicate with others, and we could know each other's whereabouts."
Kayleen points out that along with the tough situations, she met many kind and caring people along the way with whom she developed lasting relationships. "I hung in there because I had some wonderful supervisors who took me under their wing and mentored me both at and away from work," said Kayleen. "I had coworkers that invited me into their homes, shared their knowledge, and even coached me on retirement planning. They understood two important things: that I had an opportunity; and that as a woman of color in the utility industry, it wasn't always going to be easy."
Kayleen also developed many warm relationships with customers over the years. "I read meters for people who wanted to show me their gardens, and who wanted to visit with me on my break."
While working in Astoria, Kayleen also picked up office and inventory skills that came in handy during stints at the Tualatin Meter Shop/Stores as storekeeper. Outside of work, Kayleen attended Clatsop Community College where she earned two associate degrees: the first in General Studies, and the second in Data Processing/Accounting, which rounded out her professional skills.
A changing industry leads to an LNG position
During the years 2006-2010, meter reading became automated, which led to another career move for Kayleen. In January 2009, she transitioned into a new role as a gas storage technician at Newport LNG. It is the job from which she will retire. She strongly believes that her various roles led her to the LNG job, which involves maintenance and quality control of the company's gas storage facility. "Looking back, I see now that all my job experiences – both good and bad – prepared me for the LNG position, and I am grateful for that," said Kayleen. When she started, much of the LNG work was not yet automated, and it was still very much a manual job that required hands-on tasks: all valves and components were manually operated.
Kayleen has spent the last 14 years working at the Newport Resource Center. and has enjoyed working with the team there. She has also enjoyed working in the new control building. "It's great that NW Natural invests in its employees and resource centers," said Kayleen.
Personal as well as professional
NW Natural also played an important role in Kayleen's personal life. In 1983, she met her husband on the job. Arbra Williams was a fellow meter reader and had served in Vietnam. They married in 1987. "I feel blessed that at NW Natural I had the opportunity to meet and marry my best friend." Arbra passed away in 2020.
While working at NW Natural, Kayleen has been recognized twice at the company's Above and Beyond Awards for her work at Astoria and Newport LNG. And while excelling at a demanding job, Kayleen still made time to get involved with the community and give back in multiple ways. Kayleen has been an active volunteer with the Sunshine Division, her local foodbank, and the TGR Foundation (Tiger Woods' philanthropic organization), and has participated in the company's Dollars for Doers program.
Leading the way
Kayleen has also held several key leadership positions while at NW Natural, including Office & Professional Employees International Union (OPEIU) Local 11, Executive Board Member; Shop Steward and HAZMAT team member at Newport LNG; and Diversity Council member while working as a meter reader in Astoria.
As her retirement draws near, Kayleen is looking forward to travelling, gardening and spending more time with family. But before she moves into her next life phase, weasked if she had any advice for young people entering the utility industry. "Open your mind – open yourself up to experiences. There's lots of interesting things to learn and do at utilities," said Kayleen. "If you work hard and apply yourself, doors will open."
In closing, Kayleen would like to say, "Thank you to NW Natural and Newport LNG for a fulfilling career."
Eddie
As Eddie comes up on retirement at the end of March, he's looking back with satisfaction at a great career with NW Natural as well as excitement for what's next.
"Just resting!" Eddie said when asked about his plans immediately after retirement. "Forty-five years is a long time of getting up in the morning."
Acting on a tip from his stepfather in 1978, Eddie applied at NW Natural and was offered a job in Construction at the Central Resource Center. He spent most of his career there before transferring to work in Stores at NW Natural’s Sherwood facility.
Eddie attributes his success at NW Natural to being adaptable: "Things change and you have to be able to understand things aren't going to stay the same and you have to move with where the company's going," Eddie said.
Eddie is proudest of all the relationships he's built within NW Natural, feeling a sense of pride that coworkers trusted him as a confidant and that others appreciated his work. He remarked at how he's seen employees come to work early just to shoot the breeze with each other.
He sees himself and his peers as individuals working toward a larger goal, and he said keeping a positive attitude and keeping the big picture in mind are key.
"I've gotten along with people and they appreciate the work that I've done," Eddie said. "It's just been a joy to have a nice company to work for that appreciates what you do."
Darren
Darren, NW Natural’s Chief Legal Counsel, was recently named 2023 Volunteer of the Year for applying his passion for history and education to serving the community.
We recognized Darren for his work on the Board of Trustees of the Oregon Historical Society. “At the OHS, we want to tell the story of all Oregonians,” Darren said. “We are interested in bringing Oregon's history to life, sharing new stories and new voices.”
He cites his family’s influence as the motivation to volunteer, because giving back to the community was part of his upbringing.
For example, Darren serves on the Board of Directors of the nonprofit OnPoint Community Credit Union, which has a history of serving teachers and reflects his interest in education.
Through the years, he has also provided Certified Financial Planner financial-planning services pro bono to those with limited incomes. “I find it rewarding to coach people on finances, helping them sharpen skills they can use for the rest of their lives to take control of their financial future.”
Tony
Tony had no experience with underground construction when he joined NW Natural’s Construction Intern program in 2018. Today, he is the first program graduate to lead a construction crew — a position that typically comes after seven or more years of experience in the field.
The internship program provides paid on-the-job training to traditionally underserved and underrepresented groups, preparing them for potential full-time employment at NW Natural.
“The goal is to become a very diverse department and give an opportunity to those who wouldn’t have one,” said Jim Hart, gas operations senior manager.
Before joining NW Natural, Tony wasn’t looking for a career. “I started working when I was 9 or 10, and a job was always just another job – something I needed to do,” he said. The construction internship seemed like a good job when his dad, a crew leader at NW Natural’s Albany Resource Center, urged him to apply.
During the short time it has taken Tony to be promoted to crew lead at the Mt. Scott Resource Center, he realizes he has more than just a job. “I didn’t anticipate the advancement it was possible to achieve,” he said.
Tony credits his success at NW Natural to hard work and support from his mentors in the field. “The guys around me were fantastic about getting me to the level I needed to be at,” he said. “Without them, I wouldn’t be where I am.”
Leading a crew carries some weighty responsibilities Tony didn’t have before. “You need to make sure no one is going to be a hazard, and when you’re a crew leader everything falls on you,” he said. Relationships with his colleagues keep him going, as they have from the beginning. “Having the crew trust and like you, knowing your supervisors have confidence you can do the work, feels good,” he said.
John
John – NW Natural's 2021 Volunteer of the Year – spends much of his spare time visiting U.S. Veterans Administration facilities. He sits in waiting rooms and talks to veterans who look like they could use some support.
"You can see it in their faces," he said.
The suicide rate for veterans in Oregon is significantly higher than the national rate, and John’s VA visits are part of his commitment to saving veterans' lives. That mission is behind Operation Spartan Flags, a nonprofit he created to support veterans having difficulty re-entering civilian life.
The mission of the organization is to reduce suicide and the effects of PTSD among veterans by creating opportunities and networks where veterans can pursue a new skill in an environment of camaraderie, support and healing.
Operation Spartan Flags is just the latest endeavor in John’s life of service, which started with four years in the U.S. Marines. He was deployed to hot spots all over East Asia and the Middle East. Since he joined NW Natural in 2003, he has served in the Air Force Reserves and the U.S. Coast Guard.
"While in the Marines, I made a pact with myself that if I made it back, I would do whatever I needed to help young men know that their lives are worthwhile," he said. Every day, he works to fulfill that pledge.
For his longstanding dedication to his community, John was honored with the 2018 First Citizen Award from the Wilsonville Rotary Club. NW Natural is proud to recognize him as the 2021 Volunteer of the Year.
Sonia
Growing up in the Bay Area, Sonia – a NW Natural customer service technician – spent a lot of time on her grandfather's sailboat. Those days on the water instilled a deep appreciation for the environment and ocean conservation, and she went on to study environmental protection in community college.
As she studied climate change, she learned to think holistically – a perspective that led her to start a small agriculture business. The work was meaningful to Sonia because it showed her the value of a circular economy focused on conservation, eliminating waste and reusing the resources we have.
Now, from her role at NW Natural, Sonia sees how our community’s energy system can also be a deeper part of the circular economy. The natural gas system is highly efficient. Trying to replicate that on the electric system would require new infrastructure and development. But we don’t need to waste those new resources when we can reuse the natural gas infrastructure we already have, and reduce emissions with renewable natural gas and renewable hydrogen that also eliminate other waste streams.
"A circular economy that uses waste for energy allows us to be creative problem solvers,” she said.
Customers Sonia talks to often tell her how much they value NW Natural’s service, and she is heartened by their continued support and interest in our low-carbon future. "Three people mentioned it to me just today," she said.
Ray
Growing up in The Bronx of New York City, Ray participated in after-school, summer, and college- and career-guidance programs through his church and community center, where he learned the value of having mentors to encourage and support him.
After he moved to Portland with his wife Karin in 2016, Ray – an Account Manager on our Major Account Services team – wanted to give back, and quickly discovered Self Enhancement, Inc. (SEI). As Oregon's largest African-American-led nonprofit multi-service organization, SEI provides comprehensive cradle-to-career services to over 16,500 vulnerable youth and families every year.
"SEI's emphasis on encouraging youth to meet their potential really spoke to me," Ray said. He began as a volunteer, providing support and serving as a role model for young people, and today he serves on the SEI board of directors.
Ray notes that COVID-19 has required SEI to adapt to ensure it can continue supporting the families it serves. The nonprofit's homeschooling initiatives, which include providing tablets to facilitate remote learning, have moved to the forefront. And SEI counselors check in with students regularly by phone to keep them motivated.
Ray is also one of the founders of the NW Natural African-American Employee Resource Group.
"During this time of upheaval, when people are isolated at home, I felt it was important for us to create a space where African-American employees could share their experiences.”
Reflecting on his volunteerism, his work and his community involvement, Ray said, "I've learned that just showing up, having a heart, and giving back makes a huge difference."
Willa
As a student at Colorado State University, Willa got involved with the March of Dimes through her sorority. Zeta Phi Beta, a historically Black sorority, has a longstanding partnership with the nonprofit, which works to ensure all moms and babies have access to health care.
Now the manager of NW Natural’s Customer Contact Center, Willa started by participating in the annual March for Babies walk to raise money for the March of Dimes with her sorority. And for the last 14 years, she has been the sorority's local team captain.
"I believe in the work the March of Dimes does, and I'm passionate about the health of babies and mothers," she said. "Babies born to Black women in the U.S. are over one-and-a-half times more likely to be born prematurely than babies born to white women. I want to help change that statistic."
Acting on that desire, Willa served as March for Babies chair in Portland in 2019 and 2020. The event raises money to help give mothers and babies access to the best healthcare possible, with proceeds supporting pregnancy care and neonatal intensive care nursing.
Although the March for Babies addresses serious issues, Willa says the event is filled with positive energy. "It's all about families and children," she said. "And it's fun."
Lincoln City Team
Last year, when the Newport News Times asked readers to vote for the company with the best customer service in Lincoln County, they chose NW Natural. But the company’s ties go beyond excellent customer service. Employees based in Lincoln City are as much a part of the area’s social fabric as seafood and sand – and most of them can say, “We grew up here.”
Just about everyone in town knows Tim, Lincoln City field supervisor, who is a lifelong resident. A tireless volunteer for charitable causes, he was a volunteer firefighter in the community and is now a reserve police officer. Cindi, the community affairs manager, gives new natural gas customers personalized support and represents NW Natural in philanthropic and civic efforts. And the tight-knit group of Lincoln City field employees perform service installations and manage the integrity of one of the most modern pipeline systems in the nation.
Making a difference in a crisis
The Lincoln City team was at the center of the response effort when the Echo Mountain Fire erupted in September 2020. Even though they had been evacuated from their own homes, crews, with help from many other NW Natural technicians, construction workers, and managers, quickly mobilized to ensure customer and community safety.
“Thanks to everyone who supported the response, we were able to repair and cut services in the fire areas and restore service to customers who were turned off for safety when the fire was spreading,” Tim said. “We could not have done it on our own.”
Tim, Cindi and others worked long hours at NW Natural’s incident command center helping customers safely return home. And as Lincoln City Rotary Club president, Cindi also helped lead an effort to provide grants to people who lost tools and equipment in the fire.
Spanish Resource Team
When a Spanish-speaking customer calls NW Natural Customer Service, our Spanish Resource Team is ready to help them. The team — Rebecca, Maria, Maribel, Lydia, Judi, Victor, Salvador and Joel — delivers the same high-quality service NW Natural is known for.
Every member of the team has a personal passion for service, and their dedication to serving Spanish-speaking customers runs deep.
Rebecca sees her work as a continuation of a commitment that began when she was 13. “My parents never learned English, so I translated for them a lot,” she said. “I’m so happy I can be there now for people who don’t speak English.”
When Victor moved from Mexico City to Portland as a teenager, he didn’t speak English, and that experience helps him serve customers. “I remember when I had to call about bills and needed someone who could speak my language,” he said. “I’ve been there. I know what it feels like.”
Salvador, who has been helping NW Natural’s Spanish-speaking customers for nine years, said, “I get a lot of satisfaction from how happy the customer is to talk with someone who can speak with them in their language.”
In addition to taking customer-service calls in Spanish and English, the team supports other Spanish-language needs across NW Natural. Judi, who oversees the team, said, “We go wherever we’re called, and we deliver on NW Natural’s core value of service every day.”
Bryan
What do snow cones have to do with safe digging? NW Natural employee Bryan brought them together as a way to teach kids about the colors used to mark underground utilities on the street. A former member of NW Natural’s damage prevention team, he has been active in the Oregon 811 program for years and has built a reputation for creative ideas to promote public safety.
Bryan came up with the idea to bring a snow cone machine to community events and encourage kids to order their favorite flavor of snow cone based on the color of underground utility markings, including green (sewer), yellow (gas), blue (water), red (electric) and orange (communication).
"From our first event, the snow cones were a big success in educating kids about underground utility safety," he said. "The idea has really taken off and is now used by utilities across the country."
Last year, Bryan’s unwavering commitment to damage prevention earned him the first-ever Morrison Award from the Oregon Utility Notification Center, the state agency that administers Oregon's excavation laws and locate requests.
In nominating Bryan, his former supervisor said, “Bryan has been a damage prevention leader for over a decade. His efforts as an Oregon 811 ambassador continue to influence new people coming into the industry and will for years to come.”
