Meisha D. Thomas serves the Authority as Director of Customer Care. In this role, she oversees meter-to-cash operations for DC Water and is responsible for metering, billing, collections, escalations, and interacting with our customers on all account-related concerns and water emergencies. She is also tasked with managing the Authority's robust suite of customer assistance programs, billing disputes, requests for administrative hearings, efforts to address account delinquency, and maintaining the automated meter infrastructure (AMI). 

Ms. Thomas began her service to the Authority in 2008 as an Operations Analyst, working in Water Services, and served in several other capacities before being promoted to her current position in 2022. Her vision for the Customer Care department is to continue advancing the Authority's service program to ensure the best possible experience for DC Water customers. 

Ms. Thomas brings nearly 25 years of customer service experience to her role with DC Water, including various management roles at Verizon. Ms. Thomas holds a Master's Degree in Public Administration.