Ask any hiring manager or utility director in the water and wastewater sector which role is the most difficult to fill, and you will likely hear the same answer every time: Operator.
This is not surprising. The Operator role is technical, demanding, and essential. These professionals are responsible for the daily execution of water and wastewater treatment processes, often working under pressure and within strict regulatory frameworks. Yet despite the importance of this role, hiring the right Operator remains one of the most persistent challenges in the industry.
At Hunter Crown, we have worked with public utilities, private contractors, and engineering firms across the country. In nearly every case, we have seen that Operator hires do not fail because of a lack of licensing or technical skill. They fail when the organization overlooks the attributes that truly matter in this line of work: mindset, dependability, and communication.
Licensing Is Only the Starting Point
Yes, Operators must be licensed. Experience matters, especially when systems are complex or when regulatory compliance is critical. However, great Operators consistently demonstrate qualities that go beyond certifications. Among the most important:
Situational awareness: The best Operators are attentive and proactive. They recognize when something feels off before an alarm goes off. They notice trends, subtle shifts in equipment behavior, and other early indicators that signal a potential issue.
Reliability: In a field where consistency is critical to public health and safety, great Operators show up prepared, stay engaged, and take their responsibilities seriously. Reliability is not optional; it is foundational.
Communication: Strong Operators document thoroughly, share relevant updates, and communicate clearly with their teams. This prevents misunderstandings, reduces downtime, and keeps everyone aligned.
Ownership mindset: Exceptional Operators take pride in their facilities. They do not wait to be told what to do. They maintain a sense of stewardship over the equipment, the processes, and the outcomes.
Why This Role Is So Difficult to Fill
The talent pipeline for Operators is shrinking. Fewer young people are entering the trades, licensing requirements are increasing, and experienced Operators are retiring in greater numbers each year. Add to that the fact that many job postings are outdated and uninspired, and it becomes clear why organizations struggle to find the right people.
A Smarter Approach to Operator Hiring
If you want to attract and retain great Operators, you need to modernize your approach. That begins with how you define the role and extends through how you engage with candidates throughout the hiring process.
Here are a few strategies we recommend:
Reframe the job description: Focus less on listing tasks and more on highlighting purpose, impact, and opportunity. Operators want to know that their work matters and that their employer values them.
Assess soft skills intentionally: Use structured interview questions to evaluate reliability, communication habits, and how a candidate responds under pressure. Ask for real examples, not hypothetical ones.
Speed up the process: Operators are in demand. If your process takes too long, you will lose good candidates to employers who move faster and communicate better.
Invest in onboarding: Training should be structured, hands-on, and designed to help new hires integrate with your team. Pairing them with experienced mentors often makes a measurable difference in retention.
Demonstrate respect for the role: Treat the Operator position as a career path, not a placeholder. Highlight opportunities for advancement, continuing education, and recognition.
Final Thoughts
Operators are not just button-pushers. They are protectors of public health, environmental stewards, and technical experts. Yet too often, the hiring process treats them as interchangeable labor.
At Hunter Crown, we believe that recruiting Operators requires the same intentionality, urgency, and care as any other mission-critical hire. When you look beyond the license and invest in hiring for mindset, behavior, and alignment, you are not just filling a role. You are building a stronger, safer, and more resilient organization.
If your team is struggling to find or keep great Operators, we would welcome the chance to support your search. These roles are difficult to fill, but with the right approach, they do not have to be.
Written by: Ron Dermady, Vice President of Operations at Hunter Crown
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