When Catastrophe Hits, Clearford Remains Calm
Earlier this month, a historic ice storm tore through parts of Southern Ontario, resulting in several Municipalities issuing a State of Emergency. Over the course of the ice storm, Clearford’s operational team was deployed to nearly half of its operational hubs, spanning Kawartha, Haliburton, Barrie, Muskoka, and Orangeville regions. The extreme weather posed significant challenges to the operations and compliance groups as well as other support staff at Clearford, with lingering effects still felt weeks later. Yet the team embodied calm control and mobilized quickly to protect public safety and maintain service continuity where possible.
A State of Emergency
The storm that left approximately one million people without power[1] caused extensive damage: fallen trees sparked power lines and resulted in widespread road closures blocking access to critical roads and infrastructure.
System alarms—including power failures, water quality concerns, and equipment alerts—were coming in faster than usual and ultimately, 22 Boil Water Advisories (BWAs) were issued. Power outages brought numerous systems to a standstill, but Clearford’s Operators were in constant motion. Several sites were completely inaccessible by vehicle, forcing Operators to travel on foot to assess conditions and respond to emergencies—even in the earliest hours of the morning. From sunset to sunrise—and back again—Clearford teams worked tirelessly to find ways to reach health units while their phones were down and to keep critical systems functioning—and they continue to do so.
Built for the Foreseen—and the Unforeseen
While Clearford’s operations are built around compliance, safety, and emergency preparedness, the severity of this ice storm—up to 35 hours of freezing rain in some areas—pushed even the most robust plans to their limit. The timeline for restoring service varied widely—some plants recovered the same day, while others are still down and have ongoing work due to unresolved utility issues.
In cases where generator systems failed to automatically engage, operators had to manually activate them. In other locations, where remote monitoring is not implemented, team members relied on manual site checks and real-time reporting. Regardless of the tools available, staff adapted quickly and followed established protocols.
Regional Strategies, Unified Mission
Clearford uses a tiered alarm system to escalate alerts related to power, turbidity, chlorine levels, and more. These systems automatically notify designated operators and trigger action through mobile calls and email notifications.
Each region tailored its response based on local conditions. Some teams deployed personnel immediately to high-priority sites, while others used a hybrid model—waiting out the storm’s peak before launching coordinated site visits.
A Glimpse into the Chaos
In one of Clearford’s operational hubs, approximately 90% of the sites lost power for 24 hours, prompting the full deployment of operators in that hub.
Imagine this, you’re already mid-storm, navigating blackout conditions, driving between sites through downed power lines and debris. And your phone? It’s been lighting up non-stop from the start—
“Power failure.”
“Pump fault.”
“Site offline.”
“Failed to Start.”
—alarm after alarm, coming in faster than you can respond to them.
One site alone sent over 160 alarms in one day—that’s on average, one alert every 9 minutes for 24 hours, without a break. And that was just one of the sites in the Orangeville hub impacted by the ice storm. The rest? Also chiming in at their own pace, all needing attention and quick decisions.
Operators weren’t just responding to pings—they were out there in real time, keeping calm, troubleshooting in the dark, and thanks to their relentless effort, not one Adverse Water Quality Incident (AWQI) was issued in this hub.
Lightning Strikes at the Tail End of the Storm
Just as it felt like things might start settling down, the Orillia Wastewater Treatment Centre—operated by the municipality and used by Clearford to dispose of hauled sewage from nearby sites—was struck by lightning[3]. The strike sparked a fire and temporarily shut down the facility, cutting off our main disposal point for sewage.
With nowhere to offload, sewage plants were nearing capacity. Time was tight. The team had to move quickly, finding an interim solution to hold sewage securely in a hauling truck while working on a contingency plan. Fortunately, the Orillia facility reopened just in time—aiding Clearford’s efforts in spill prevention.
Reliability That Goes Beyond the Expected
The ability to respond effectively in both routine and extreme conditions reinforced a simple but powerful message: Clearford’s reliability is more than a plan—it’s a mindset.
When the storm came, Clearford showed up. And when conditions grew tougher, the team only got stronger. Across the province, staff collaborated to maintain services, triaged alarms, and supported one another in the midst of highly dynamic conditions.
“Operators were navigating pitch-black sites on foot, responding to hundreds of alarms, and managing critical infrastructure failures—all while keeping each other safe and protecting the communities we serve. I’m proud of how quickly and selflessly the team acted. Everyone had the same goal: try to keep systems running, no matter what.”
—Krystal Lewis, Operations Service Manager
Despite the storm’s widespread impact, Clearford is proud to report that all staff remained safe and injury-free, with the majority of systems now back online. This outcome reflects the company’s continued commitment to team safety, thorough communication, and deep care for the communities we serve.
[1] https://www.theweathernetwork.com/en/news/weather/severe/1-million-customers-hit-hard-ontarios-historic-ice-storm-by-the-numbers
[2] Image source: The District of Muskoka
[3] https://www.orilliamatters.com/local-news/lightning-strike-sparks-fire-at-orillias-wastewater-treatment-centre-10470645
