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Are my services going to change?
No, the services provided by the City of Visalia and Cal Water Service Company will remain the same.
Can I pay my City Utility bill in person?
Yes, we accepts payments for City utility services at the office located at 336 N. Ben Maddox Way, Monday through Friday from 8am to 4pm.  It is important to note that your January bill will still be paid to Cal Water with whatever payment method you choose.
Does the City Council know how much the City Manager earns?
The City Manager contract is approved by the City Council in open session. The employment contract does not provide for any salary increases or automatic adjustments included for inflation. Any proposed increases in compensation or benefits would come before the City Council for approval at a regular City Council meeting.
How can I talk to City Council members about what's happening in the City?
The Visalia City Council meets on the first and third Monday of each month, at 7:00 p.m., in the Council Chambers at City Hall, 707 E. Acequia Ave. Other meetings or study sessions are held as needed.  Agenda documents and related staff reports are posted to the City's website prior to all scheduled meetings.  Residents are encouraged to attend and participate in City Council meetings. If you wish to contact individual Council members, you may do so via email on their respective pages on the City's website under City Council.
How do I contact the Customer Care Center for City Utility services?
You may call Customer Care toll-free at 1-855-203-1315 from 7:30 a.m. to 5:30 p.m. Monday through Friday.
How do I Start or Stop Trash and Sewer Service?
To initiate any change in your trash or sewer service you should call FATHOM at 1-855-203-1315 (toll free).  They will be able to assist with the following type of transactions:               
• Establishing new service •Terminating service •Transferring service • Making Payments • Answering questions about your bill
How many vacation and sick leave days does the City Manager receive?
The City Manager accrues vacation hours based on years of service, with a maximum accrual of 160 hours per year. The City Manager also accrues 112 hours of administrative leave and 96 hours of sick leave a year.
How much does the City pay the City Manager?
The City Manager earns a base salary. In addition, he receives a benefits package that includes retirement, medical, dental, vision and life insurance, car allowance, and deferred compensation.  A copy of the City Manager's contract can be viewed for details.  
How much does the Mayor and City Council earn?
For a complete list of Executive Salaries, click here. Council compensation is established by ordinance (VMC 2.04.080) in the Visalia Municipal Code. 
I currently pay my bill at Cal Water in person at the Cal Water Valley Oak office. Can I still pay my bill there?
Yes, only for water services billed through California Water Service Company.  City of Visalia Utility bill payments will not be accepted at this location for any bills received after February 5, 2014.  It is important to note that your January bill will still be paid to Cal Water with whatever payment method you choose.
I have ACH with Cal Water. Do I need to sign up again?
If you are currently signed up for automatic payments with Cal Water, you can continue to pay your water services bill through your elected options.  You will, however, need to sign-up separately with automatic debit and/or Bill Pay with FATHOM for payments to the City of Visalia Utility bill.
Is there a local drop-off payment location?
Yes.  You can pay your City of Visalia Utility Services Bill at 336 N. Ben Maddox Way via drop box located on the North side of the building or in person for billing received after February 5, 2014.  Office hours are Monday through Friday from 8am and 4pm.
What do other City employees earn?
The salary range for every City employee classification can be found on the City's Job Description webpage. Benefit information can be found by reviewing the detailed Memoranda of Understanding (MOU's) for each bargaining unit. All cost of living and benefits adjustments must be approved by Council in a regular City Council meeting.
What is a Special Event?
Any organized activity involving the use of or having an impact on public property – public parks and facilities, streets, sidewalks or any other public right of way. Click here for applications and other information.
What kind of calls will the Customer Care Center be taking?
The Customer Care Center will handle calls regarding trash collection and sewer services provided by the City of Visalia.  This includes answering billing inquiries, setting up new service accounts and closing current services.  In addition, Customer Care Center will handle calls for missed trash/recycling pick-up, container replacement and additional container requests.
What will be my payment options?

There are several ways to pay your bill:
    • Mail a check with the payment stub in the envelope enclosed with the bill 
    • Pay your Bill feature at https://visalia.gwfathom.com with credit/debit card* or e-check 
    • Pay over the telephone with a Customer Service Representative with credit/debit card* or e-check 
    • In-person with cash, check, credit/debit card or e-check at the City of Visalia Payment Center at 336 N. Ben Maddox Way 
    • Use your own bank's Bill pay 
    • Sign up for ACH (Automated Clearing House) or automatic debit from your checking account. 
                            *Credit and debit card payments require a processing fee.

When will FATHOM start providing Customer Care Center for City Utility services?

FATHOM is now providing City Utility billing services.

Where will I mail my City of Visalia Utility Bill payment?
You may mail your payment to City of Visalia, P.O. Box 51159, Los Angeles, CA 85072.
Who is FATHOM?
FATHOM is a web-based, billing system selected by the City of Visalia because of their extensive experience and expertise, to provide the billing services for our utility operations.
Why did you change the bill?
In an effort to better serve both the City of Visalia and Cal Water’s customers, the decision was made to separate the billing. The new Utility Bill will clearly communicate more specifically about each service.
Why the Census is important to you?
  • Census affects funding in your community
    Census data directly affect how more than $300 billion per year in federal and state funding is allocated to communities for neighborhood improvements, public health, education, transportation and much more. That's more than $3 trillion over a 10-year period. Spending just a few minutes to fill out your census form will help ensure your community gets its fair share of federal and state funding.
  • Census affects your voice in Congress
    Mandated by the U.S. Constitution, the census is also used to apportion seats in the U.S. House of Representatives and to redistrict state legislatures. More information about the 2010 Census Redistricting Data Program. . .
  • Census affects your representation in state and local government
    Census data are used to define legislature districts, school district assignment areas and other important functional areas of government.
  • Census informs your community's decisions
    The census is like a snapshot that helps define who we are as a nation. Data about changes in your community are crucial to many planning decisions, such as where to provide services for the elderly, where to build new roads and schools, or where to locate job training centers.
Will my bill look different?
Yes, your City Utility bill will look a little different and incorporate new information. The redesigned bill features a detailed list of charges, a list of payment method options, and informational messages from the City.
Will my rates increase?
Your City of Visalia utility services rates are not scheduled to increase; for information regarding water services, please contact Cal Water.
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