When people think of solid waste systems, they usually picture trucks, landfills, and strict schedules. Rarely do they think of people, let alone empathy. But after spending years in this field, I can say with confidence: if you’re not designing your system around the people it serves and the people who operate it, you’re building the wrong system.

Waste management might seem like a behind-the-scenes part of public infrastructure, but it touches every single resident, every day. It affects public health, environmental outcomes, neighborhood morale, and even local economies. That’s why it’s not enough to lead with spreadsheets or policies. We also have to lead with empathy.

The Human Element of Infrastructure

When I first stepped into my leadership role, the technical pieces were already there. The trucks were running, the routes were planned, and the contracts were in place. But I noticed something else, low morale among team members and a growing disconnect between operations and the community. The systems weren’t functioning properly, and the people within them were not thriving.

It didn’t take long to realize that the issues we were facing weren’t just about equipment or schedules. They were about communication, dignity, and shared purpose. These are harder to measure, but they matter just as much. And if left unaddressed, they can drag down an entire department.

Leadership from the Ground Up

I made a conscious decision early on to lead with an open door policy—literally and figuratively. Whether it was a driver, a dispatcher, mechanic, or an equipment operator. I wanted people to know that their voice mattered. That they could walk into my office, share a concern, and be heard. Sometimes that meant addressing a staffing issue. Other times it was as simple as tweaking a route or making sure we had enough landfill equipment during peak times to make someone’s day safer or more manageable.

This open-door policy wasn’t a gimmick. It was a strategy. When people feel seen and valued, they take more pride in their work. They bring up ideas you never thought of. They notice things in the field that can save money or prevent bigger problems down the road. And when things go wrong, and they inevitably do, they’re more likely to speak up early.

Designing with Empathy

Too often, infrastructure gets planned from the top down. Experts make decisions without fully understanding how those decisions will play out on the ground. But in waste management, everything is on the ground. The routes, the bins, the landfill, the weather, the residents, it’s all right there, affecting your team in real time.

So, we flipped the script. We started involving frontline workers in decision-making. We asked for their input before changing procedures. We invited community members to weigh in during public meetings, not after-the-fact complaints. We looked at our systems not just in terms of efficiency, but also in terms of fairness, accessibility, and safety.

Empathy became part of our planning process, not just an afterthought. And that changed everything. Our drivers felt more invested. Our residents felt more respected. And the systems we built became more sustainable because they were grounded in real-world experience.

Small Changes, Big Results

Some of the most effective changes we made were surprisingly simple. We adjusted routes to reduce driver fatigue. We improved signage and communication so residents knew what to expect and when. We restructured how we trained new employees, making it more hands-on and mentorship-based.

These changes didn’t require big budgets. They required listening. And that’s something any leader, in any infrastructure department, can do starting today.

Why This Matters Beyond Waste

Waste management might not be the most glamorous part of government. But it is one of the most visible. When trash piles up or bins are missed, people notice. But they also notice when their neighborhood is clean, when the workers are kind, and when the system feels like it’s working for them.

And in a time when climate change is making infrastructure more vulnerable, we need systems that are not only technically sound but also socially resilient. That starts with leadership that blends engineering with empathy.

More Than a Job, It’s a Service

At the end of the day, this work is about service. Service to the people who live in our communities. Service to the teams who carry it out. And service to the future, because sustainable waste management systems are part of the climate solution.

When you lead with empathy, you earn trust. When you earn trust, you get better ideas, more commitment, and stronger outcomes. And that’s true whether you’re building bridges or collecting bins.

Let’s Build Systems That Last

Waste management isn’t just about what we throw away. It’s about what we build in its place, systems that reflect the values of the communities we serve. And in my experience, the best systems are built when we value people just as much as policies.

Empathy isn’t a weakness in engineering. It’s a force multiplier. And if we’re serious about making our infrastructure more resilient, inclusive, and effective, it’s time we treat it that way.