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TEAM & CHANGES

TEAM & CHANGES. Report to the Low Income Oversight Board News & Outreach Office, California Public Utilities Commission March 15, 2017. CPUC’s TEAM & CHANGES Programs. CPUC created two programs for limited English proficient (LEP) consumers :

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TEAM & CHANGES

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  1. TEAM & CHANGES Report to the Low Income Oversight Board News & Outreach Office, California Public Utilities Commission March 15, 2017

  2. CPUC’s TEAM & CHANGES Programs CPUC created two programs for limited English proficient (LEP) consumers: • Telecommunications Education and Assistance in Multiple Languages (TEAM) and Community Help and Awareness of Natural Gas and Electricity Services (CHANGES). • Provide education and complaint resolution services • Also assists seniors and the disabled.

  3. CPUC Direction TEAM CPUC direction to protect “vulnerable customers” R.00-02-004 – Telecommunications Consumer Protection Initiative. • Further CPUC Guidance: D.06-03-013; D.07-07-043; CSID-002 (created TEAM program). • Launched as a permanent program in June 2008. CHANGES CPUC direction to extend protection to energy customers. • CPUC Direction: CSID-004: CPUC Resolution pilot launched Feb. 2011. • Further CPUC Guidance CSID-005; D.12-12-011; D.14-08-030. • D.15-12-047: Ordered pilot to become permanent program. CHANGES became a permanent program May 2016.

  4. TEAM & CHANGES PROGRAM OVERVIEW • Outreach, education, needs assistance & dispute resolution • Lead Contractor: Self Help for the Elderly (SHE) assisted by Milestone Consulting • 27 CBOS – 3 more to be added in year 2 of the program

  5. TEAM & CHANGES New Contract • D.15-12-047 • Both programs under same contract starting May 2016 • All CBOs now providing both programs • Evaluation planned for CHANGES 2017-2018 • Quarterly Trend Analysis planned for CHANGES • Sub-contractor Milestone Consulting manages the program database. Trends and issues highlighted in compliance with O.P. 29 of Decision.

  6. Data Utilization • Information is collected about various points in the complaint resolution and needs assistance process. • Database information as well as anecdotal information from CBOs is considered

  7. Example: Gas Aggregation August 2014: CBOs begin to see consumers who are confused when they see a new company on their utility bill. September 2014: Issue is researched through further exploration with CBOs, speaking with various people at the CPUC and the IOUs, and studying the regulations pertaining to Gas Aggregation.

  8. Example: Gas Aggregation cont. October 2014: • Special training for all CBOs is provided in Los Angeles to inform them of the rules, required processes, and how to assist consumers. • Consumer education materials are developed and translated into 17 languages. • Gas Aggregation is added to the CHANGES database to track information about the issue.

  9. Example: Gas Aggregation cont. Types of information tracked: • IOUs impacted • 3rd Party companies • Geographic areas • Languages • Specifics about the issue e.g. higher bills, misrepresentation,“slamming”.

  10. Example: Gas Aggregation cont. November 2014: • Gas Aggregation is added to monthly program reports. • CBOs are asked to target Gas Aggregation cases in order to collect additional data.

  11. Example: Gas Aggregation cont.

  12. Some Considerations About Data • Budget constraints mean relatively low number of cases are gathered. Defining “trends” may need further exploration. • We cannot assume that the cases reported are an indication of the overall picture with regard to any issue or company. • Entrenched procedures and issues may inhibit our ability to collect a full spectrum of data.

  13. Next Steps • Revised reporting will include deeper exploration of issues and data. • Budget includes small stipends for CBOs to focus on identified issues. • Recommendations for addressing issues within LEP communities will be provided to the CPUC.

  14. TEAM & CHANGES Contractor Program Contacts Anni Chung President & CEO Self-Help for the Elderly (415) 677-7600 Casey McFall Chief Executive Officer Milestone Consulting (310) 920-0648

  15. More Information: Public Advisor’s Office 415-703-2074 / 866-849-8390 CPUC Program Manager: Ravinder Mangat ravinder.mangat@cpuc.ca.gov 415-355-5556

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