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2013 AGA/EEI Customer Service Conference

2013 AGA/EEI Customer Service Conference. Planning for the Next Disaster-What Happens When All Customers Become at Risk in an Instant? Human Service Agency Coordination. Sadie John Kroeck Director, Customer Relations Peoples Natural Gas Company LLC. Peoples Natural Gas Company LLC.

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2013 AGA/EEI Customer Service Conference

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  1. 2013 AGA/EEI Customer Service Conference Planning for the Next Disaster-What Happens When All Customers Become at Risk in an Instant? Human Service Agency Coordination Sadie John Kroeck Director, Customer Relations Peoples Natural Gas Company LLC

  2. Peoples Natural Gas Company LLC • Peoples Natural Gas and Peoples TWP serve more than 420,000 customers in southwestern Pennsylvania. • Founded in 1885, formerly part of CNG and Dominion, Peoples was acquired by SteelRiver Infrastructure Fund North America LP in February, 2010. • Peoples serves more than 350,000 customers in a sixteen county area. • SteelRiver acquired TW Phillips Gas Company in 2011 adding more than 60,000 customers in six counties.

  3. Human Service Coordination-Outline • History • Action Plan • Teamwork • Mobilizing Resources • Follow up/Outcomes

  4. History • What prompted our involvement from a human services standpoint? • Series of incidents-some affected individuals; others affected larger areas. • Approach from a human/social services standpoint: • Peoples has a trained social service staff • Emphasis on lending a helping hand • Did not discuss any liability issues • Not legal or claims

  5. ACTION PLAN • Work closely with field operations and local emergency responders. • Establish points of contact in social service community. • Participate in all team meetings-provide updates. • Develop communications for customer service center. • Staff special 800 number as appropriate.

  6. Teamwork • Maintain open lines of communication with internal and external populations. • Serve as key contact for affected populations: • Personal visits, such as door to door as appropriate • Letters • Telephone calls • Coordinate with Emergency Responders such as Fire Department, Red Cross, Salvation Army. • On site for customers • Provide accommodations and meals as necessary • Examples: • Distribute carbon monoxide detectors • Goodwill credits

  7. Mobilizing Resources • Maintain up to date list of contacts, including emergency numbers. • Provide referral and safety information to families. • Keep agencies up to date on the situation. • Inform affected parties of any public meetings. • Coordinate resources—single point of contact.

  8. Follow-up/Outcomes • Thank you notes-both to employees and responders. • Donations to key organizations. • Examples of mobilizing “after the fact:” • Volunteer activities • Assisting nursing home employees • Provide meals on clean up day • Volunteer clean up day

  9. Volunteer Follow Up • Volunteer day at Nursing Home. • Volunteer day at customers’ homes.

  10. Flood Clean Up Day

  11. Questions??? • Thank you! • Contact Information: • Sadie.J.Kroeck@peoples-gas.com

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