Item 42: Utility Assistance Program

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COSM_Admin

Administrator
Staff member
Receive an update and hold discussion regarding the utility assistance program and disconnections for non-payment and late fees, and provide direction to Staff.
 

JHughson

CoSM Members
Once we are disconnecting again, may we ask that anyone of our employees who arrive to disconnect HAVE APPLICATIONS WITH THEM. I'm not suggesting that the disconnect person make the decision to not disconnect, or do we want to empower them to make that decision? On the spot?

And that we make ANOTHER outreach to everyone with a final notice WITH the application by email or postal mail as their choice on their account. No letter. Just a very clear flyer and the application. YOU ARE SCHEDULED FOR YOUR UTILITIES TO BE DISCONNECTED IN SEPTEMBER. COMPLETE THIS APPLICATION TO SEE IF YOU CAN RECEIVE $1,500 IN CREDIT ON YOUR BILL. Or similar. I'd put a label on the envelope DISCONNECT NOTICE, APPLICATION FOR ASSISTANCE INCLUDED.
 

COSM_Admin

Administrator
Staff member
Responses provided by Marie Kalka, Director of Finance:
Once we are disconnecting again, may we ask that anyone of our employees who arrive to disconnect HAVE APPLICATIONS WITH THEM. I'm not suggesting that the disconnect person make the decision to not disconnect, or do we want to empower them to make that decision? On the spot?
In reference to the disconnections, many of the disconnections are remote so there isn’t a person that goes to the premise. Even if the account is electric and water, we disconnect the electric first remotely and only roll a truck to disconnect the water if the customer doesn’t pay within 48 hours. This recommendation would work for water only accounts but won’t work for electric, multiple services, garbage or drainage only accounts. One additional push we will do is a robo courtesy call like we do prior to the delinquent notice. These calls will go out 2 days before the disconnect date letting customer know the account is due in two days, and if it is not paid the account is subject to disconnect. We will also inform them if their account is greater than 60 day delinquent they can apply for assistance, and if they have already received assistance or their balance is less than 60 days delinquent to contact us as there are payment options available.

And that we make ANOTHER outreach to everyone with a final notice WITH the application by email or postal mail as their choice on their account. No letter. Just a very clear flyer and the application. YOU ARE SCHEDULED FOR YOUR UTILITIES TO BE DISCONNECTED IN SEPTEMBER. COMPLETE THIS APPLICATION TO SEE IF YOU CAN RECEIVE $1,500 IN CREDIT ON YOUR BILL. Or similar. I'd put a label on the envelope DISCONNECT NOTICE, APPLICATION FOR ASSISTANCE INCLUDED. We can include application and flyer again with final notice beginning with the 3rd week of August push. We will need to get with our vendor, Infosend, and get a quote regarding wording on the envelope but this is feasible as well.
 
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