IOUs File Joint Advice Letter on Arrears CBO Pilot
Pursuant to Ordering Paragraph ("OP") 5 of D. 22-04-037, PG&E, SDG&E, SoCalGas, and SCE submitted a Tier 3 AL proposing a Community-Based Organization ("CBO") Arrears Case Management Pilot Group ("CBO Pilot"). In a subsequent ALJ email ruling, the CPUC ordered the IOUs to withdraw the Joint AL and file the CBO Pilot Proposal in the docket of the R. 18-07-005 proceeding by August 29, 2022. Comments on the proposal are due by September 9, 2022.
The Advice Letter outlined the following aspects of the proposed pilot:
Pilot Scope
Multi-tiered case management services to assist customers in managing their arrears
Pilot will last 12 months after customer enrollment
Customer follow up interaction once per quarter
Pilot Size and Sample Allocation
PG&E: 4,800 customers
SCE and SoCalGas: 4,800 customers
SDG&E: 2,400 customers
Total: 12,000 customers
Eligibility Criteria
Residential customers in an "affordability area of concern" zip code - for SDG&E, only customers in zip codes 92102, 92104, 92105, 92115, and 92116 are eligible
Arrears that are at least 90 days old
No income qualification requirements
Pilot Design
The proposed pilot design will include customer support in managing arrears through CBOs managing the customer outreach and enrollment process, followed by a thorough intake assessment that determines multi-tiered case management services based on customer need.
Initial Intake Process
CBOs will conduct a deep-dive case analysis to assess the customer’s financial situation and family needs to develop an action plan.
CBOs will assess customer eligibility and status (i.e. geographic location, account arrearage and at-risk status); identify immediate and long-term needs; initiate billing dispute and resolution actions, develop and discuss an initial action plan for the customer; and have the customer sign a Case Management Agreement demonstrating their consent to participate in the pilot.
Multi-Tiered Support Service
Tier 1: Services provide immediate relief and assistance to remove the risk of disconnection in months 1-3
Tier 2: Services continue supporting customer relief in months 4-6
Tier 3: Services provide ongoing monitoring and support in months 7-12
After 12 months, each customer will be evaluated to determine if the pilot was successful in eliminating their arrears
Payment Structure and Contract Administration
Each IOU will be responsible for their own contract award process and administration utilizing a consistent scope of work for CBO case management services.
Metrics and Reporting
The proposed reporting metrics for CBOs include monthly operational reporting as specified by the IOUs (potentially including program activities, budget, invoice, etc.), and monthly program metrics reporting.
The IOUs proposed metrics include monthly and annual metrics to be submitted to the CPUC.
Pilot Evaluation
An independent third party will conduction a preliminary high-level evaluation
The CBO Pilot Working Group will prepare an informal evaluation 12 months after the opening of the enrollment period.
