1. Outreach and Enrollment
Workshop #6, October 26, 2011
Current CBO and Contractor Practices
Challenges with Outreach
Challenges with Enrollment
Recommendations for Improvement

2. Current Outreach Practices
Community Fairs/Events
Neighborhood Sweeps
Door to Door Canvassing
Telemarketing
Partner with Local EDD and WIC
Partner with Faith Based Organizations and Local CBO’s

3. Current Outreach Practices cont.
IOU and Customer Referrals
Property Management Companies
Real Estate Agencies
Post Cards/Mailers
Print and Radio Ads
Social Networking

4. Challenges With Outreach
No Statewide/Limited IOU Marketing
Competing Programs
Measure Availability for MUDs
Program Recognition/Trust
Lack of Co-Branding
Fewer Phone Numbers
Employee Training/Limited Classes
Starting and Stopping Outreach Throughout the Year
Balancing or Aligning SCE and SCG Goals

5. Challenges With Enrollment
Property Owner Waivers
Property Management Agreements
Statewide P&P Sec Property Management Companies
Authorized representatives of property management companies may sign for property owners for both single family and multifamily agreements under either of the following conditions: the property management company has a standard Power of Attorney agreement with the property owner; or the property management company has a signed Management Agreement with the owner authorizing the property management company to act as the agent for the specific property. A copy of the Power of Attorney or the Management Agreement must be kept in the customer’s files for that customer.
Performing Audits for Homes That Do Not Qualify.

6. Challenges With Enrollment cont.
Income Proof/Cash Employment
Customer Recollection of Their Own Situations
Statewide P&P Actual Income Documentation Required
When income documentation is required, income documentation must be reviewed, recorded, copied and retained by service providers prior to the installation of measures for all prospective participants.
The utility will periodically audit enrollment information and /or income documentation retained by the contractor. In the event that information and/or documentation is not complete and correct for a participant, payment to the contractor for the provision of Program Services to that unit may be disallowed.

7. Challenges With Enrollment cont.
Enrollment Forms (For PG&E)
Property Owner Waiver- Owner
Property Owner Waiver-Renter (Tenant Acknowledgement)
Property Management Agreement (Multi-Family Only)
Home Assessment Form
Income Verification and Customer Information
Refrigerator and Air Conditioner Application
Energy Education
Appliance Ownership Documentation
ESA Program Checklist
ESA Program File Check off
ESA Home Qualification Worksheet
Proof Of Ownership
Income Proof

8. Challenges With Enrollment cont.
Enrollment Forms (For SCG)
Property Owner Authorization
Household Income Worksheet
Customer Agreement (Legal Size Paper)
Assessment Worksheet (Legal Size Paper)
Clothes Washer Pre-Assessment Worksheet
Income Proof
Ownership Proof

9. Challenges With Enrollment cont.
Enrollment Forms (For SCE)
Property Owner Authorization And Waiver
Enrollment Form
Home Assessment Form
Declaration of Refrigerator Ownership
Income Proof
Ownership Proof

10. Challenges With Enrollment cont.
Enrollment Forms (For SDG&E)
Property Owner Authorization And Waiver
Enrollment Form
Home Assessment Form
Declaration of Refrigerator Ownership
Income Proof
Ownership Proof

11. Recommendations for Improvement
1. Paperless/Electronic Enrollments (May require budget adjustment for some IOU’s)
Utility Provided Tabs/Netbooks to Control Data
Save Printing Costs
Validate Enrollments
Save on Auditing/Copying
Easily Capture Addresses for Continued Correspondence
IOU’s Easily Turn Audit Into Follow Up Mailing to Customer
Multiple Languages

12. Recommendations for Improvement
2. DVD
Deliver a Standard Program Message to Increase Customer Satisfaction
Increase the Number Of Education Recommendations for a Unique Experience
Easily Add/Remove Details On Other Programs (Reduces Training Costs/Learning Curve)
Co-Branding
Downloadable/Web Accessible
Accessible to Other Public Agencies

13. Recommendations for Improvement
3. Increase IOU Marketing (IOU Budget Issue?)
4. Create Statewide Marketing Campaign (ex. Flex Your Power Campaign) (IOU Budget Issue?)
5. Co-Branding/Joint IOU Contractor Material
6. Vehicle Signage (Co-Branding)
7. Uniforms (Co-Branding)
8. Accept Lease Agreement In Lieu of Property Management Agreement (Multi Family)
9. Update Zip 7 Areas with 2010 Census Data (Self-Certification Allowed under Statewide P&P Sec )

14. Recommendations for Improvement
10. Waive POW Requirement for Non-Evasive Measures
11. Clarify Approval of CFL Installation at time of Education (CFL Policy Discrepancy between P&P and D )
P&P Sec. 4.6 Installation of Compact Fluorescent Light Bulbs
The electric or dual-fuel utility outreach worker may install compact fluorescent light bulbs during the initial home visit. The number of compact fluorescent light bulbs installed will depend on unit type, feasibility and amount of time each lighting fixture is used (3.5 hours minimum).
D OP 47 -We eliminate the 3 Measure Minimum rule (which prohibits IOUs from installing measures in a home that does not require at least three measures) in favor of a rule that allows IOUs to install one or two measures in a home, as long as the measures achieve energy savings of at least either 125 kWh/annually or 25 therms/annually.

15. Recommendations for Improvement
12. Clarify Education As a Separate Procedure and Measure
Clarify Education As a Separate Procedure and Measure – (Conflict or Need for Clarity between D OP 22 and OP 47)
D OP 22 - We require that the IOUs' energy efficiency education – in which the IOUs inform and teach low income customers about the benefits of energy efficiency – occur close in time to installation of measures, rather than in a vacuum. We allow IOUs to fund facilitated education, including workshops, provided such workshops target low income persons eligible or likely to be eligible for LIEE and take steps to enroll customers in LIEE.
D OP 47 - We eliminate the 3 Measure Minimum rule (which prohibits IOUs from installing measures in a home that does not require at least three measures) in favor of a rule that allows IOUs to install one or two measures in a home, as long as the measures achieve energy savings of at least either 125 kWh/annually or 25 therms/annually.

16. Recommendations for Improvement
13. Reimbursement for Audit
REQUIRED WORK TO DETERMINE QUALIFICATION Part 1
P&P Sec 4.2 Description of Program Services
In the course of the initial home visit, the outreach worker shall provide a thorough description of the program services available to the low-income household. At a minimum, this description must cover the following services:
The LIEE Program, including program goals, eligibility requirements, eligible measures, and procedures. The procedures to be covered by this description must encompass energy education, available energy efficiency services and minor home repairs, general installation procedures, inspection procedures, and natural gas appliance testing procedures (if applicable).
Other programs designed to repair/replace furnaces or install other energy efficiency measures (if these are offered as separate programs).
The California Alternate Rates for Energy (CARE) Program. Outreach workers will also provide assistance in enrolling the customer in CARE if the customer chooses to participate in it.
Other utility programs designed to provide services to low-income customers, including level-payment programs, medical baseline programs, and other energy efficiency programs for which the customer may be qualified.
Similar programs offered by DCSD and other known energy related programs.
The outreach worker may also describe other utility and non-utility low income assistance and energy efficiency programs. At no time shall Program personnel promote or provide feebased services to customers in lieu of free services offered under the LIEE Program.

17. Recommendations for Improvement
13. Reimbursement for Audit Cont.
REQUIRED WORK TO DETERMINE QUALIFICATION Part 2
P&P Sec 4.3 Data Collection
During the initial interview, the outreach worker will also collect data needed to document eligibility and to meet tracking and reporting requirements. In general, information including, but not limited to the following must be collected:
Name, address and phone number of applicant,
Senior/disability status of applicant or other permanent household member, as observed by the assessor or voluntarily provided by the applicant,
Residence type and owner/renter status,
Gas and/or electric account information,
Appliance/HVAC system information,
Customer unwillingness/inability to participate, and
Home square footage.
Demographic data may also be collected if offered by the customer.

18. Recommendations for Improvement
13. Reimbursement for Audit Cont.
REQUIRED WORK TO DETERMINE QUALIFICATION Part 3
P&P Sec 4.5 In-Home Energy Assessment/Audit
An assessment or audit of the structure will be completed on homes with income-qualifying applicants using a form provided by the utility. The assessment/audit will identify measures which may be installed through the Program. Assessment/audit forms will be provided by the utility or approved by the utility if the contractor has an acceptable in-house form.

19. Recommendations for Improvement
14. Recognize Challenges to This Population in Providing Proof of Income.
15. Bring MIDI to ESAP
16. Require CARE Customers to Participate in ESAP When Possible
Energy Savings Associated to All Ratepayers
Energy Education To CARE Customers
Customers Who Need Big Ticket Items Can Income Certify
17. Remove Caps on Measures. Serve the Whole Residence. Majority of Cost is Getting to the Home.
18. Development of Literature Like Coloring Books and Interactive Games to Involve the Whole Family in Energy Education