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Water Utility Outreach Programs Low-Income Rate Assistance Low Income Oversight Board

Learn about California water companies' outreach efforts and discount programs for low-income households. Find qualification criteria, application details, and contact information for assistance. Stay informed about customer outreach plans and discounts available.

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Water Utility Outreach Programs Low-Income Rate Assistance Low Income Oversight Board

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  1. Water Utility Outreach Programs Low-Income Rate Assistance Low Income Oversight Board Dave Stephenson California American Water March 19, 2008

  2. CPUC Data Request • Issued February 14, 2008 • Detailed description on customer outreach for LIRA programs during past 12 months • Detailed LIRA outreach plans for next 12 months • Company contact information • Responses received by 2/28/08 from: Cal Am, Cal Water, Golden State, Great Oaks, San Gabriel, San Jose, Valencia • Suburban’s program approved on 2/26/08

  3. California American Water • “H2O Help to Others” • Qualification Criteria • CAW bill must be in customer’s name • Customer can’t be claimed as dependent • Total annual income can’t exceed certain limits • Income based on number of persons in household; includes all those living full-time in home • Document approval in PG&E’s CARE program • 30-day notification to CAW if party becomes ineligible

  4. California American Water • Approved Districts and Discounts • Monterey: monthly service charge waived • Felton: 50% discount on regular monthly service charge • Sacramento: $5.00/month • Larkfield: $8.50/month • Baldwin Hills: $6.50/month • Duarte: $6.50/month • San Marino: $6.50/month • Village: $8.50/month • Coronado: $6.50/month

  5. California American Water • 2007 Customer Outreach • March: H2O Help applications sent to Larkfield and Sacramento customers • June: H2O Help applications sent to Monterey, Felton, Larkfield and Sacramento (revised) • Four-page application (English and Spanish) • About the program • To qualify for H2O • Customer information • Maximum household income • Declaration • Low Income Web Site

  6. California American Water • 2008 Customer Outreach • March: Direct Mail H2O Help applications sent to L.A. Division customers (Baldwin Hills, Duarte, San Marino) • October/November: Annual H2O Help applications will be sent to all CPUC-approved districts • TBD: Possible customer data partnering with SDG&E for enrollment of Coronado District customers • TBD: Low income applications available at Community Events • Contact Information: 24-Hour Service Center – 1.888.237.1333

  7. California Water Service • “Low-Income Rate Assistance Program” (LIRA) • $10 monthly discount or 50% discount on monthly service charge (depending on district) • Discounts available to qualified non-profit group living facilities, agricultural employee housing facilities and migrant farm worker housing centers • Qualifications • Similar to California American Water, CARE • Similar income levels per household number • Participation Rate To Date • 8.75% of residential customers

  8. California Water Service • 2007 Customer Outreach • January: Direct mail to all residential customers (1st notification) • District-specific flyers w/discount and web site information • Application w/proof of participation in CARE program, as applicable • All documents in English and Spanish • Press releases and news articles in local newspapers • December: Direct mail to all residential customers (2nd notification) • Same info as in January, plus list of local Customer Centers • Letters to local community leaders • Press releases and newspaper articles • New income guidelines posted • 2008 Customer Outreach (Planned for Mid-Year) • Direct mail to all residential customers • Ongoing LIRA information available on web site • Contact Information: Local Customer Centers

  9. Golden State Water • California Alternate Rates for Water (CARW) Program • 15% discount off total monthly water bill (Regions II and III) • Fixed dollar discount off total monthly water bill (Region I); actual amount varies per customer service area, but approximates 15% discount • Qualifications • Similar to CAW, CWS, CARE

  10. Golden State Water • 2007 Customer Outreach • June: Direct mail to all residential customers • CARW application w/income guidelines and informational flyer • 2008 Customer Outreach • Direct mail of CARW informational insert to all customers on a quarterly basis • Promotion of CARW program at local community events • CARW program information posted on new web site (summer 2008) • Contact Information: CARW Hotline – 866.360.2279

  11. Great Oaks Water • Low-Income Customer Assistance Program • Bimonthly Bills Contain All Information • Qualifications • How to apply • How long certification is valid • Master meters do not qualify • All Customers Contacting Company Are Notified by Phone or In Person • Contact Information • Great Oaks Water Customer Service Supervisor • 408.227.9540

  12. San Gabriel Valley Water • California Alternative Rates for Water (CARW) • Initiated program company-wide in August 2005 • 50% discount off monthly service charge • Applies to L.A. and Fontana Divisions • Qualifications • Similar to other utilities • 1-inch or smaller meters are eligible • Participation Rates (thru 12/07) • Los Angeles Division: 13.8% of residential customers • Fontana Division: 17.8% of residential customers

  13. San Gabriel Valley Water • 2007 Customer Outreach • Notices of CARW Program posted in every Commercial Office lobby (English and Spanish) • Commercial Clerks advise existing and new customers of CARW program and furnish them applications • CARW application posted on web site for both LA and Fontana (English and Spanish) • Company visits to senior and low-income community-based organizations • Customer service reps and meter readers provide applications at service locations • July: Bill inserts • Articles in local newspapers • Advertising on Community Billboard of local cable TV station in Fontana

  14. San Gabriel Valley Water • 2008 Customer Outreach • All 2007 outreach activities continued in 2008 • June: Second round of bill inserts • Contact Information: Four Customer Centers • El Monte Office/626.448.6183 • Whittier Office/562.699.1041 • City of Industry Office/626.330.1628 • Fontana Water Company/909.822.2201

  15. San Jose Water • Water Rate Assistance Program (WRAP) • 15% discount off total monthly water bill • Qualifications • Same eligibility requirements as PG&E CARE program • CARE participants automatically eligible

  16. San Jose Water • 2007 Customer Outreach • Q1: Posters and applications sent to more than 50 social service agencies/English, Spanish and Vietnamese versions • May: WRAP advertisements in bi-lingual newspapers • May: 14 PSAs on local bi-lingual radio station • June: Program presentations to social service agencies • Continuous: all new customers receive copies of WRAP program in welcome packets • Company web site features “Customer Services Overview” page, which includes WRAP details

  17. San Jose Water • 2008 Customer Outreach • Continuation of 2007 outreach activities • Coordination with PG&E between CARE participants and WRAP participants • Advertising in Mobile Home Park Association newsletter • Foreign language advertisements • June: Bill inserts to all customers when income qualifications are updated • Contact Information: WRAP Desk – 408.279.7910

  18. Valencia Water • “Low-Income Rate Assistance Program” (LIRA) • 50% discount on monthly service charge • Program began in March 2007 • Qualifications • Same as those for CARE program • 1-inch or smaller meters are eligible

  19. Valencia Water • 2007 Customer Outreach • March: LIRA notice and application mailed to all customers; included on bills • March: LIRA information displayed in company reception area • March: LIRA information added to Rates page of company web site • March: FAQ page of web site revised to reflect LIRA availability; link to download notice and application • April thru October: Participation in public events • Emergency Response Expo (April) • CLWA Water Awareness Event (May) • Santa Clarita Valley River Rally (September) • Santa Clarita Business Expo (October)

  20. Valencia Water • 2008 Customer Outreach • Ongoing activity from 2007 • January: Added language on customer bills promoting LIRA • February-March: Annual bill insert to all customers • April thru October: Participation in public events • Emergency Response Expo (April) • CLWA Water Awareness Event (May) • Santa Clarita Valley River Rally (September) • Santa Clarita Business Expo (October) • Contact Information: 661.294.0828

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