Village of Johnson Employee Honored for Dedication to Community
VPPSA Public Affairs | January 10, 2024
JOHNSON, VT – Marla Emery, an integral member of the Village of Johnson’s utility team, was recently recognized with the prestigious Carol A. Tracey Customer Service Award. This honor, established by the Northeast Public Power Association (NEPPA), celebrates exceptional commitment to serving utility customers and fostering innovation in the public power sector.
For Emery, the recognition reflects a philosophy of going above and beyond for her community. “I’ve always believed in giving 110% to help people,” she said. “Hearing customers say ‘thank you’ after navigating challenges like losing their homes means the world to me. That’s what this job is about—making lives easier.”
Emery’s journey with the Village of Johnson began in 2020 amidst the challenges of the COVID-19 pandemic. Despite the hurdles posed by the pandemic and the onset of catastrophic flooding in 2023, she remained steadfast in her role, which encompasses utility billing, customer support, and managing financial reports for both electric and water services. Her ability to adapt and support customers during these crises was instrumental. “We’ve faced so much these past few years, from shutdowns to floods,” said Emery. “Finding new ways to assist customers has been a learning curve for all of us, but it’s also been rewarding.”
Mr. Erik Bailey, Emery’s direct supervisor and the village manager of Johnson, praised her dedication. “Her tirelessness and ability to handle any situation are unparalleled,” he said. “During the flood, our office was in chaos, but Marla never faltered. She kept everything running smoothly, even when the workload demanded far more than one person could handle
The Carol A. Tracey Award commemorates a NEPPA employee known for their outstanding service and professionalism. Nominees must demonstrate a deep commitment to customer service or develop innovative programs to address customer needs. Emery’s accomplishments—particularly her efforts during the 2023 flood recovery efforts—align perfectly with these criteria. “Whether it’s helping customers navigate post-flood challenges or researching better billing systems for our utility, Marla consistently puts others first,” Bailey added. “I’ve been in this industry for over 30 years, and I’ve never seen someone more deserving of recognition.”
In addition to her professional duties, Emery’s personal connection to Johnson shines through in her volunteer work. “I’ve lived here since 1985,” she said. “Being able to serve my neighbors and contribute to my community is incredibly rewarding. Whether it’s sprucing up flower beds or donating plants for scholarships, it’s all about giving back.”
This commitment to service and community exemplifies the values celebrated by NEPPA’s Carol A. Tracey Award. “It’s a little hard for me to receive recognition,” Emery admitted. “I’ve always just tried to do the best job I can. But it’s touching to know people see the hard work and care I put in.”
As the Village of Johnson continues to rebuild and adapt, Emery remains a cornerstone of its efforts. “I’m pretty happy with what I’m doing,” she said. “For me, it’s all about helping others and being part of a team that values genuine connections and shared goals.”
For Johnson residents and her colleagues alike, Marla Emery’s dedication and compassion are invaluable. The Carol A. Tracey Award serves as a well-deserved acknowledgment of her tireless efforts to strengthen her community and its services.