ALJ Ruling Sets Stakeholder Workshop and Seeks Comments on Staff Proposal Regarding CBO Support for Customer Access to Covid-19 Relief

November 9, 2021 Stakeholder Workshop - Preliminary Workshop Agenda (See, Attachment A):

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• 1:00-1:15PM - Introduction/Overview
• 1:15-2:05PM - IOU Best Practices for Working with CBOs
• 2:10-3:00PM - Non-IOU Best Practices for Working with CBOs
• 3:00-3:50PM - Improving Collaboration, Coordination and Resources
• 3:55-4:45PM - Compensation Models
• 4:45-4:55PM - Closing Comments & Next Steps

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Staff Proposal for IOU Collaborative Arrearage Case Management and Questions for Parties on Staff Proposal (See, Attachment B):

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Introduction

This proposal aims to broaden and strengthen the ability of the IOUs to assist their customers with navigating a variety of overlapping arrearage management programs and to help with enrollment in other available customer programs to avoid disconnections by leveraging networks of CBOs who are considered the “trusted messengers” in their communities. The ultimate objective of this proposal is to maximize customer support and minimize confusion about customer options for mitigating arrearages and service disconnections during this post-moratoria period of economic recovery. Establishing contractual agreements with the CBOs will allow them to provide credit and collections related case management services to assist clients in arrearage situations as suggested in CPUC Decision (D.)21-06-036.

Proposed Funding Models

Existing CBO funding models typically include competitive and non-competitive grants, capitation and fee/case management. Grants are set amounts for agreed upon services and can be awarded competitively via RFP process or non-competitively through memoranda of understanding (MOUs). With the capitation model CBOs are paid per successful enrollment in a program (e.g. CARE/FERA). Fee/Case management model CBOs are paid per client, and work one on one with clients to address a suite of needs and enrollment in services.

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Funding Models for Case Management Contractual Agreements with the CBOs:

Fee Model Structure

1. ACCESS Proposal - Direct contracts with CBOs on a fee for service based on degree of customer crisis. Two-Tiered Case Management: Tier 1 = $50/customer; Tier 2 = Hourly rate including overhead.
2. CHANGES Proposal - Statewide Third Party Administrator selected by CPUC in competitive bidding process. Network of CBO's with varying geographic, language and demographic target audiences for vulnerable populations that are funded. CBOs reimbursed by case codes: Needs Assistance = $75/customer; Dispute Resolution = $150/customer.

Small Grants

1. emPOWER Regional Hub Model - Coalition of CBOs with centralized administrator and technical assistance.
2. PSPS outreach contracts

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Questions for Parties

IOU Budgets

1. What is the most appropriate funding model given resource, cost, timing, efficiency and effectiveness concerns?
2. What are reasonable budget levels for alternative funding models and program evaluation contracts?
3. What is the appropriate duration over which these programs should be funded?
4. How should these budgets be tracked and reconciled?

Program Administration

1. Who should be responsible for administering the following: Selection of contracted CBOs for each IOU; Evaluation of CBO and IOU activities; Transmission of payments to contracted CBOs; Ongoing troubleshooting and program oversight.
2. What should program management plans include to ensure the coordinated development of outreach materials and consistent messaging?
3. What systems should be developed and implemented to ensure program efficiencies such as training and an exchange of best practices between CBOs?

Program Evaluation

1. How should IOUs and CBOs be evaluated to assess the effectiveness of the program and compliance with program rules?
2. When should the evaluations take place? Should there be an interim evaluation and a final evaluation? Should evaluations occur at fixed time periods e.g., 6 months, 12 months, etc.?