Collaboration in Crisis: How Greensboro Restored Hope After the Storm

When disaster struck Western North Carolina following Hurricane Helene on September 27, the City of Greensboro Water Resources Department swiftly mobilized to assist. Director Mike Borchers and Operations Manager Patrick Smith immediately recognized the need for support. They submitted the necessary paperwork to NCWaterWARN and secured essential permissions to deliver aid to affected areas.

After thoroughly planning and preparing equipment and materials, a dedicated team of 15 department members, including Smith, arrived in Black Mountain, NC, on the Monday following the storm. The team prioritized restoring one of the town’s main water distribution lines, which they promptly completed.

Once the repairs in Black Mountain were finished, the team moved north to Bakersville, a small town of approximately 455 residents. Although Bakersville had three wells, flooding from the hurricane severely damaged its water distribution system, leaving the town without running water.

Despite the quick response, the Greensboro team faced significant and unforeseen challenges. The flooding had devastated critical infrastructure, including the main road through Bakersville, which ran over Cane Creek. Extremely difficult travel and poor access throughout the area complicated recovery efforts and restoration logistics.

As it was time to begin repairs, the Greensboro team discovered Bakersville’s water and sewer assets were not mapped in a geographic information system (GIS), which could have significantly delayed recovery efforts. Fortunately, Bakersville Town Maintenance Supervisor Jamison Burleson had an extensive understanding of the town’s water infrastructure, enabling the team to navigate most challenges effectively.

“Jamison knew where most utility assets were located without a formal map. He could identify most of their positions within a foot, which was incredible,” City of Greensboro GIS Analyst Zach Petersen said. “However, we knew a detailed map was essential for long-term recovery, future planning, and continuity.”

With Burleson’s assistance, the team swiftly mapped the town’s water and sewer infrastructure and created a valuable resource for Bakersville’s future reference. Having its water and sewer assets in a GIS will enable the municipality to respond more swiftly to future water and sewer issues, ensuring faster and more efficient resolutions.

The Greensboro team also faced significant communication challenges due to storm damage that knocked out traditional systems. Emergency management deployed mobile cellular units, tethered drones, and Starlink satellites to help utility crews maintain connectivity and coordinate regional recovery efforts. These innovative solutions proved vital in overcoming communication obstacles.

The team promptly restored drinking water to Bakersville, which led the town to lift its boil water notice on October 11.

Greensboro’s Water Resources staff was not alone in its efforts. Through the coordinated efforts of federal and state agencies and NCWaterWARN, utility workers from across the state and beyond banded together to assist with site preparation and infrastructure repairs in the western part of the state. This collaborative approach provided essential relief to municipalities grappling with the aftermath of Hurricane Helene’s devastation.

“This experience brought us closer as a team than ever before,” Smith said. “Working together under such challenging conditions—relying on each other’s skills and support—created a bond that will carry into everything we do moving forward.”