Information to the Customer Communicating Safety Information to the Customer 4.2.25 Providing customers propane, vapor distribution system, and appliance operating information is important. Specific consumer warnings about propane, possible malfunctions of gas appliances, and actions that consumers must avoid are communicated to the customer in safety brochures and decals. They are important for the health, safety, and comfort of the customer, visitors to the customer’s home or business, and to the customer’s family or employees. You should know the specific brochures and decals that are used and distributed by your company and you should read each of them carefully. You should be prepared to answer questions that customers have regarding the information that is contained in these materials. 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 1

Information to the Customer Communicating Safety Information to the Customer 4.2.25 In this module you will learn to: Identify primary consumer safety messages Identify ways to communicate consumer safety Document your consumer safety information communications 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 1

Identifying Primary Consumer Safety Messages The following is a general summary of some of the primary information and safety concerns that are addressed in typical brochures and decals that are used in the propane industry. Propane is flammable, heavier than air, and if exposed to air and ignition sources will burn, or—in a confined space—explode. Propane has no noticeable characteristics when it leaks, except for warning agents added for consumer and personnel detection. Odorant is not 100% effective in warning of leaks in all cases, and some people cannot associate the odorant smell with the presence of gas. Because the odorant is not 100% effective in all situations, customers may wish to purchase and install electronic gas detectors in accordance with manufacturer’s instructions, as a supplementary warning device. Appliances improperly vented or malfunctioning may produce carbon monoxide—an invisible, odorless, and deadly gas. 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 1

Identifying Primary Consumer Safety Messages Appliances designed for use outdoors are dangerous if used indoors. Consumers should rely on qualified personnel to inspect, repair, and place propane appliances into service when appliances are designed for use indoors. Appliances must be kept clear of combustible materials, including liquids. Interruptions of service (including out-of-gas situations) must be minimized. Only qualified personnel should restore service after an interruption. Propane containers larger than non-refillable cylinders of 1-pound propane capacity must not be stored inside residences or garages. 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 2

Identifying Primary Consumer Safety Messages Propane marketers have a number of sources for a wide variety of consumer information and product warning materials. Sources for information include the following: Gas Processors and Suppliers The National Propane Gas Association and Propane Education and Research Council Manufacturers of Propane Equipment 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 2

Identifying Primary Consumer Safety Messages Gas Processors & Suppliers distribute customer safety information to marketers on a regular basis. These information packets include information for use with customers and propane marketer employees. Typical information pieces enclosed are Propane and odorant Material Safety Data Sheets (MSDS) for employee hazard communication programs Consumer propane safety booklets that can be requested for providing product warnings and safety messages Specific warnings concerning the limitations of propane odorants and recommendations for the installation and use of propane detectors Emergency information that graphically illustrates how to turn off the gas at propane containers in the event of a leak, fire, or natural disaster 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 2

Identifying Primary Consumer Safety Messages The Propane Education and Research Council. The Propane Education and Research Council publishes and distributes a number of consumer information and safety warning materials widely used by propane marketers. Figure 2. Customer Billing Insert Figure 1. Propane Industry Consumer Safety Brochure 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 3

Identifying Primary Consumer Safety Messages A number of other consumer safety warnings are available from PERC including appliance warning labels and carbon monoxide hazard brochures. Figure 3. Appliance Label Figure 4. Carbon Monoxide Brochure 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 4

Identifying Primary Consumer Safety Messages Manufacturers of Propane Equipment. Manufacturers of appliances, cylinders, and other propane equipment are another source of consumer warning labels. Appliance manufacturers supply detailed installation and operational instructions with their products. Figure 5. Portable Cylinder Warning Label 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 4

Figure 6. Demonstrating a Sniff Test of Propane Odorant Identifying Ways to Communicate Consumer Safety The propane industry utilizes safety brochures and decals to communicate safety information to customers. These brochures are distributed by mail or by hand-delivery. In addition, you should conduct the demonstrations outlined in sub-sections (a), (b) and (c) below for each customer. Demonstrate Sniff Test at Aboveground Propane Container Vent some vapor by briefly opening the maximum fixed liquid level gauge, and see if the customer can smell the odorant. Tell the customer if the smell is ever noticed in the house or building, to immediately get everyone out. Call their company’s emergency number on a cell phone or from another location, and to keep everyone out until a service tech has investigated the possible leak, and has indicated that it is safe to return to the building. Figure 6. Demonstrating a Sniff Test of Propane Odorant 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 5

Figure 6. Demonstrating a Sniff Test of Propane Odorant Identifying Ways to Communicate Consumer Safety Demonstrate Sniff Test at Underground Propane Container Show the customer the relief valve and the opening in the dome over the relief valve. Instruct the customer that the valve may release excess pressure under unusual circumstances, and that the customer and family members or employees must never position any body part directly above the valve’s outlet. Figure 6. Demonstrating a Sniff Test of Propane Odorant Complete the sniff test and cover the same instructions for handling a possible leak or odor report in the building. 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 5

Stopping Gas Flow at the Identifying Ways to Communicate Consumer Safety Demonstrate Shutting Off Flow of Propane— On all tanks and cylinders: Demonstrate how to shut off the flow of propane at the container service valve(s). Tell the customer that closing the valve should be done in the event of Smelling odorant or a suspected leak in or around the building Running out of propane Impending natural disaster, such as a flood, fire or hurricane Figure 7. Demonstrating Stopping Gas Flow at the Service Valve(s) 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 6

Figure 8. Pointing Out the Company’s Emergency Number Identifying Ways to Communicate Consumer Safety If a company decal with a 24-hour emergency number is placed on customer owned or leased containers, point out the emergency number to the customer. Tell the customer all combustible materials and ignition sources must be kept away from propane storage containers. Figure 8. Pointing Out the Company’s Emergency Number 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 6

Documenting Your Consumer Safety Information Communications If it is your company’s policy to have you hand-deliver a safety brochure to each customer, you must document this for each customer. If your company has special forms for this purpose, use them. If not, document the distribution on a service work order, delivery ticket or route card. Specifically describe the brochure you have distributed, write down the date of distribution and ask the customer to sign your documentation. If the customer refuses to sign, include a notation to that effect. 4.2.25 Student Book  © 2004 Propane Education & Research Council Page 6

Time to See If You Got the Key Points of This Module… Complete the Review on page 7. See if you are ready for the Certification Exam by checking off the performance criteria on page 8. 4.2.25 Student Book  © 2004 Propane Education & Research Council Pages 7 & 8