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Odor Complaint Viewer & Leak Investigation Techniques. August 22, 2012 Dave Jones & Mike Gruenberg. Odor Complaint Viewer. Purpose. The Odor Complaint Viewer (OCV) is a tool for Dispatch to monitor odor calls/complaints

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Odor complaint viewer leak investigation techniques

Odor Complaint Viewer & Leak Investigation Techniques

August 22, 2012

Dave Jones &

Mike Gruenberg


  • The Odor Complaint Viewer (OCV) is a tool for Dispatch to monitor odor calls/complaints

  • The system will graphically display odor and priority/emergency orders

    • Automatically posted when created in our customer information system

    • Manually posted for all other odor complaints

  • New orders posted to the map will appear as a bull's-eye

  • Previous orders will appear as either a red flag or red push-pin as clear visual reference


  • The dispatcher will enter the address, city & state OR the cross streets.

  • Verify the date range – three-months

  • Evaluate the area around the new order

    • Check the attributes of the push-pins and flags within a 500 ft. radius.


  • If there are flags and/or pins and these orders were all inside odor complaints that showed repair, turn off, etc., and the underground leakage investigation was negative, then no further action is required for those addresses

  • If the object on the map was a flag and the order was an outside odor call, then these addresses require an automatic recheck of the facilities

  • Any pins that show no resolution, either research the original order to find the resolution and input that information into the system or route the address for a recheck

Manual input1
Manual Input

  • Sometimes an order will come in where there is no address in our customer information system, such as an intersection, all electric, propane address, etc.

  • The dispatcher can add a location by two different methods

    • Type in the address if known

    • Click a location on the map and the Latitude/Longitude fields will be populated for the location

Resolution comments
Resolution Comments

  • Computer generated orders will automatically update with field technician comments when completed

  • Manually input odor locations must be updated by the dispatcher

Other tools1
Other Tools

  • Zoom into a specific area

  • Determine the distance between two points

  • Identify the boundaries of an outage

  • Identify restoration within the outage boundary


  • To investigate the report of a natural gas odor or possible leak

  • Company representatives respond to all reports of:

    • Natural gas leakage

    • Suspected leakage or odor complaints

    • Miscellaneous hazards relating to natural gas and/or natural gas appliances

Knowledge requirements
Knowledge Requirements

  • Detection Methods

  • Leak Migration Behavior

  • Soil Types

  • Policy

  • Investigation Procedures

    • Training/Qualification

  • Evacuation Procedure


  • Responding personnel will only perform procedures for which they have been trained and are qualified

  • A leak investigation will not end until the leak/odor has been either:

    • Repaired, eliminated and/or graded/classified

    • Positively determined NOT to be natural gas

360 leak investigation procedure
360° Leak Investigation Procedure

Conduct the leak investigation by using a Search or Confirmation Instrument from the base of the structure to a point approximately 5 ft away from the base of the structure

Outdoor leak investigation
Outdoor Leak Investigation


  • Two types of leakage instruments used:

    • Search

    • Confirmation

  • Three types of Outdoor Leak Investigations:

    • Intersection

    • Single Family Residential or structure less than 250 feet wide

    • All others

  • What to do when leakage is found

Indoor leak investigation
Indoor Leak Investigation

Types of instruments used

Search Instrument – Rover (only)

Confirmation Instrument

Two types of Indoor Leak Investigations:

1- Inside structure and access is available

2- Inside structure and access is NOT available

Indoor leak investigation1
Indoor Leak Investigation

  • Upon entering any structure on any leak/odor investigation, a Confirmation Instrument will be used to:

    • Check for the presence of gas inside

      • This is to provide for an early warning in the event there is gas buildup inside the structure

  • FI units must not be used inside buildings, confined spaces or any structure or substructure where gas may accumulate. FI units are not intrinsically safe.

Contact information
Contact Information

  • Dave Jones

  • 602-395-4488

  • Dave.jones@swas.com

  • Mike Gruenberg

  • 702-668-6401

  • Michael.gruenberg@swgas.com