Receive an update and hold discussion regarding the utility assistance program and disconnections for non-payment and late fees, and provide direction to Staff.
Item 41: Utility Assistance Program and Disconnections for Non-Payment and Late Fees
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MDerrick
CoSM Members
Regarding Account Holder deceased – I’m sure we will see a few more of these as we have many multigenerational households and many of these households lost elders to Covid. Can’t we help them if they are still living in the home? There are barriers for some who may not be citizen, or who don’t speak English in getting these types of things in order after a death in the family.
Response provided by Utility Customer Service & Information System Manager, Ernest Cavazos
Mayor: Why are cell phone and email address required fields on the online version of the application?
CM Derrick:
Regarding Account Holder deceased – I’m sure we will see a few more of these as we have many multigenerational households and many of these households lost elders to Covid. Can’t we help them if they are still living in the home? There are barriers for some who may not be citizen, or who don’t speak English in getting these types of things in order after a death in the family.
Mayor: Why are cell phone and email address required fields on the online version of the application?
- This is only on the electronic form, which is completed on line and submitted automatically by hitting submit upon completion. Those fields provide sources of communication through electronic methods, which is how the application is submitted. They are not required on the printable form.
CM Derrick:
Regarding Account Holder deceased – I’m sure we will see a few more of these as we have many multigenerational households and many of these households lost elders to Covid. Can’t we help them if they are still living in the home? There are barriers for some who may not be citizen, or who don’t speak English in getting these types of things in order after a death in the family.
- If the person requesting assistance is the spouse or informant on the Certificate of Death we will work with to complete the name change process on the account . If they another person we will provide information to determine if they qualify for a name change on the account or assist with a move in/connection in their name. Once the name change is completed by a spouse or informant on the death certificate, application continues by the new account holder. In the case where an account cannot be easily transferred (where it is not a spouse or informant on the death certificate), additional paperwork/documentation is required before the name change can occur. Since the application for assistance must completed by the account holder, the new account holder, after successful account transfer, may then request utility assistance funding.
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