ASHEVILLE, N.C. — In the aftermath of Hurricane Helene impacting western North Carolina, Mayor Esther Manheimer has alerted residents that the local water system’s restoration could be a lengthy process.

“This won’t be a matter of just a few days,” she stated in an interview with the Asheville Citizen-Times, part of the YSL News Network. “We need residents to be ready for a longer wait.”

With significant damage to the city’s water system—which supplies water to Asheville, Buncombe County, and parts of Henderson County—officials indicated that it might take several weeks to fully restore service.

“We must do everything we can to expedite the restoration of the water system,” Manheimer emphasized. She noted that as assistance and resources are organized, along with the establishment of water distribution sites, the city’s immediate priority is to clear roads that access major breakages and repair the “main feeder” line from the North Fork water treatment plant into Asheville.

Assistant City Manager Ben Woody characterized the damage as “catastrophic,” stating that crews are still trying to access infrastructure that is either buried under debris or submerged in water.

As teams make progress, service will “gradually” be restored, with some areas receiving it before others.

Water distribution began on September 30, with four sites managed by the county and one by the city. Though the arrival of federal and state supplies was delayed, the city procured water through a private provider, costing “hundreds of thousands” of dollars, according to City Manager Debra Campbell.

Manheimer, Campbell, Woody, and Fire Chief Michael Cayse were all present at a briefing on Monday.

“It looks like a warzone”

Without power, water, or Wi-Fi, and with minimal cell service, the situation has been dire.

From her residence in North Asheville, Mayor Manheimer noted that she is facing the same struggles as many others in the county. Neighborhoods are strewn with crushed cars and homes due to fallen trees, creating a scene of chaos—though their damage was less severe than areas near the French Broad and Swannanoa rivers.

“We’re fortunate our house remained intact,” she remarked. “However, our neighborhood resembles a warzone.”

Following Helene’s devastating impact, which brought historic flooding, up to 22 inches of rainfall, road blockages, and a rising death toll described as “biblical devastation,” she and her son, Asa, set out to find her father who lives about a mile-and-a-half away.

Manheimer described the destruction they encountered as “unbelievable.” They navigated through their neighborhood’s wreckage, maneuvering around fallen trees and wires. After locating her family, she confirmed everyone was safe, although some friends had initially been unaccounted for.

Tragically, many others are not as fortunate, with the death toll in Buncombe County reaching 40 confirmed deaths by Monday afternoon.

“It’s incredibly emotional,” she expressed. “The devastation is hard to comprehend.”

Reflecting on her time at UNC Chapel Hill during major hurricanes and her experience during the catastrophic floods of 2004, she noted that this situation surpassed those past calamities. “Some hurricanes primarily cause flooding, others lead to significant wind damage. This disaster involves both,” she shared, her voice shaking.

In the days that followed, she has witnessed residents coming together to support one another—conducting neighborhood meetings, distributing buckets of water for sanitation, sharing resources, and clearing debris from roads.

“The community is incredible , they are helping each other and checking on neighbors, clearing trees from homes. It’s truly heartwarming,” she noted.

A missed call from President Biden

Once she managed to travel downtown after a path was cleared through fallen trees, her work started immediately and has been non-stop. Her downtown law office and later City Hall had power throughout the ordeal.

Manheimer reported that her focus has been on coordination during this crisis, taking calls from the governor—who reached out before the storm hit—hospital directors, the attorney general, and fellow mayors wanting to share resources and staff.

While at home without service on Sunday night, she missed a call from President Joe Biden. She explained that elected officials are not stationed at the emergency command center during such events.

The City Council members have been receiving updates twice a day. City spokesperson Kim Miller stated that informational “one-sheets” have been distributed for Council members to share across the city along with updates from staff to help overcome the communication issues faced during this crisis.

Asheville’s role in the Helene response

Emergency operations in North Carolina are managed at the county level, according to Manheimer. Requests for assistance and resources are channeled through the state’s emergency management and initiated by the county.

She described the county as the “orchestra conductor” for emergency responses.

Buncombe County Manager Avril Pinder confirmed that requests for aid had been made prior to the storm hitting. The county made these requests with the state, which would then coordinate supply deliveries through the Federal Emergency Management Agency.

Pinder, along with other county officials, has been an active presence in twice-daily briefings led by the county, with city staff also participating in these discussions—such as Police Chief Mike Lamb, Cayse, and Assistant Fire Chief Jeremy Knighton, who oversees the city’s Emergency Operations Center,

“Since the county oversees emergency operations, they decide how communication is handled, including the timing, personnel involved, and methods of communication,” stated Manheimer.

Regarding Asheville, Manheimer mentioned that individuals from areas with a “strong-mayor system,” where the mayor has overarching control, may find the process puzzling.

“However, that’s just not how we manage disaster responses here in North Carolina. People need to be aware that I’m continuously available, communicating with all necessary parties, and serving as a resource for bridging connections between various folks,” Manheimer explained.

In the wake of the 2022 holiday water crises, which left thousands without water for extended periods, an independent committee assessed the city’s handling of the issue. It highlighted shortcomings in the actions of the mayor and other city officials, stating that they placed undue pressure on staff and should refrain from being directly involved in operational responses.

The committee recommended that officials should receive regular updates from the communications team or through the incident commander and assist in conveying “agreed-upon” messages to the community.

Following this review, the city revised its Emergency Operations Plan.

“From that crisis and the Emergency Operations Plan currently in effect, the expected role of elected officials is to disseminate information. Clearly, that isn’t effective if you lack the means to do so,” Manheimer noted.

Recently, Manheimer mentioned that it’s been largely about “facilitating communication.” “After being the mayor for over a decade, I have most key contacts saved in my phone,” she added.

Manheimer has served on the Asheville City Council since 2009 and has held the mayoral position since 2013.

Reflecting on the council’s response to criticisms from the water crisis report, she commented, “We’re focusing on our designated roles.”

As the city transitions into the recovery stage, Manheimer has started giving interviews to local and national media, emphasizing, “I want to stress that we still need help.”

“We hope to keep our situation in people’s thoughts and highlight that while we’re going to face challenges for some time, we’re going to require their support,” she asserted.