Critical Medical Needs Program: Utility-Agency Collaboration in Maryland

Critical Medical Needs Program: A Utility-Agency Partnership NASUCA Annual Meeting Baltimore, MD November 13, 2017 Cynthia Riely Director of Consumer Assistance MARYLAND OFFICE OF PEOPLE S COUNSEL David Conn BGE Energy Assistance Program Manager, Customer Operations

Critical Medical Needs Program (CMNP): What Is It? An agency/utility partnership Voluntary program Not a regulatory program Goal of program Get expedited assistance to households Continue or restore utility service Focus is on households with medically vulnerable residents Critical medical needs and loss of service Loss of service may aggravate an existing serious illness Loss of service may prevent the use of life-support equipment 2

CNMP Partners Maryland Office of People s Counsel State utility consumer advocacy agency Cancer Support Foundation Non-profit organization provides quality-of-life help and services to cancer survivors and their caregivers to maintain stability in their lives BGE Largest gas and electric utility in Maryland Approximately 1.25 million electric customers and 650,000 gas customers in central Maryland Assistance agencies and health care community 3

Whats the Problem? We have existing resources and protections in Maryland Energy assistance Energy efficiency and HVAC repair/replacement PSC service termination rules But many challenges exist for households already stressed by medical needs Reduced income and assets Lack of information Access to assistance programs due to medical conditions and ability to submit documentation Coordination with utilities Need for speed for households with serious medical problems 4

Shared Interests of CMNP Partners Maintain or restore utility services Avoid negative impacts on residents with serious medical conditions Address build-up of utility bill arrears Provide a streamlined process 5

Partner Agreements BGE agrees to Company protocols with Navigators to provide a Fast Track Process through their CMNP Internet and Collection teams for continuation and restoral of services based upon customers self identifying: Critical Needs Client Utility Form which includes customer account details is completed by Company within 2 hours of request for information Continuation of service request for 30 day extension- 48 hours response, and Medical Certification form is sent to customer Restoration request- 24 hours response and Medical Certification form is sent to customer OPC and CSF agree to Establish an informal case management model to assist customers with expedited processing of energy assistance and efficiency benefits Coordinate with state and non-profit assistance agencies to establish expedited process for providing energy assistance and efficiency benefits Provide outreach to health care and the energy assistance community about Navigator opportunities 6 Train Navigators

Partner Agreements State OHEP agrees to fast track program benefits State DHCD agrees to fast track program review for HVAC repair and replacement, appliances, and other efficiency services Health Care Navigators agree to process appropriate financial benefits - but primarily OHEP energy assistance Fuel Fund of Maryland (FFM) agrees to fast track program benefits for CMNP customers and consider waiver requests for FFM assistance more flexibly State Department of Human Services (DHS) is currently reviewing guidelines for expedited assistance from the Agency's supplemental energy assistance programs such as Emergency Assistance to Families with Children (EAFC), Flex Funds etc. 7

Role of Navigators Who Are They? CMNP Navigators are staff within the medical and energy assistance agency community, who are seeing customers at centers for medical treatment or other assistance Navigators are located in hospitals, oncology centers, as well as public and private assistance agencies What is Their Role in the CMNP? Enroll in CMNP and receive training Official Navigator training list is created for OHEP and BGE Identify clients/patients with utility service needs Fill out referral form and send to BGE for additional account information or service extension if needed OPC and CSF management may be required to assist Navigators with request for service extensions and restorals Send completed form to OHEP for expedited processing Follow up with utility and OHEP as needed 8

Role of Utility Complete navigator intake forms w/in two hours Fill in account status, amount owed, etc. Grant service extension if permitted Some accounts are too close to severance to withdraw Respond to escalated requests for extensions within two days if service on; within one day if service off 9

Role of Local Agencies Respond to Navigator-referred clients quickly: Within two days if service on Within one day if service off Assess client s eligibility for assistance Complete referral form and return to Navigator: With certification decision, or Request for additional forms/information 10

Energy Assistance Application Referral Process * This OHEP energy assistance process for the CMNP applies to customers with or without service; however if service is not terminated, this flow chart explains that an OHEP 55-day hold is provided as part of this expedited application process. 11

Service is OFF What Can CMNP Do? BGE has agreed to expedite service restoration 24-hour response to service restoration requests from CMNP partners Service restoration with a financial plan Currently only OPC possesses the willingness and expertise to provide the case management necessary to fully address off-service situations; regulatory issue management Energy assistance/efficiency resource program review for numerous public and private assistance programs is needed Funding Coordination of regulatory and energy assistance/efficiency resources is highly labor intensive 12

Step by step Solicit account info. from BGE Makecontact withmedical navigator Client in need Request service extension Submit referralto OHEP OHEP determines eligibility Utility service protected/- restored Client receives grant 13

Challenges for OPC and other CMNP agencies Program development is time-consuming Coordination among utility, state agencies, non-profits and navigators is needed to deliver a seamless, effective program Navigator outreach and training must occur across a large number of health care and non- profit organizations Some Navigators are hesitant to be involved with more than assisting in energy assistance applications, as they note coordinating with a utility for assistance requests adds to their already overwhelming duties managing medical or other client services Further coordination with BGE is necessary to ensure that all Navigators willing to communicate with the Company regarding restoral and restoration issues are provided with access to appropriate Program accommodations OPC role must be more streamlined before program can be expanded in BGE territory or to other service areas State agency resources are constrained 14

Opportunities and Benefits Health and Safety. The CMNP fast tracks assistance to medically vulnerable utility customers and is outstanding example of a successful public/private partnership. Assistance to Households in Crisis. The CMNP helps to assist households in distress from medical and financial pressures. Outreach Vehicle. The CMNP provides outreach to the health care community and other agencies, and generates positive feedback from Navigators. Model for More Comprehensive Regulatory Change. The CMNP model may encourage utilities and stakeholders to consider regulatory changes to address the needs of medically vulnerable utility customers and energy affordability generally. Utility and ratepayer costs. The CMNP may help to lower collection/operating costs, reduced arrearages, avoidance of reconnection and deposit fees. Partnership Opportunity. The CMNP is an example of a productive, cooperative public-private partnership 15

For more information Cynthia Riely Director of Consumer Assistance MD Office of People s Counsel 6 St. Paul Street, Suite 2102 Baltimore, MD 21202 410-767-8150 Cynthia.Riely@maryland.gov www.opc.maryland.gov David Conn BGE Energy Assistance Program Manager, Customer Operations David.conn@bge.com 16

Appendix 17

Maryland Office of Home Energy Programs Partner Agency Application Cover Sheet Contact Information Partner Agency Application Cover Sheet Name: Organization: Phone Number: E-Mail Address: Application Documents Mandatory Materials Optional Materials Application Photo ID Declaration of Zero Income SS Cards Proof of Income Household Worksheet Utility Bill Proof of Residency Wage Verification Form Application Source of Income Form Resource Provider Statement Proxy Authorization Landlord Agreement Case Status Service Disconnected Out of Heating Fuel Turn-Off Notice Additional Funds Available if OHEP Grant Does Not Cover Full Bill? Consent to Share Application Information Yes No I confirm that the named client has provided permission for public utilities and social welfare agencies to release information in this form, including benefit amounts, to the organization stated on this Cover Sheet for the limited purpose of facilitating delivery of energy assistance benefits. Signature: Date: For Office Use Only 18 OHEP Agency Representative: Denied Certified Reason for Denial: EUSP: MEAP: Arrearage:

Client Utility Intake Form 19

Critical Needs Customers Fast Track Process 1.Medical needs advocate ( Navigator ) sends partially completed Client Intake form, by secure Cisco email process, to Internet team on CRCC (email: agency@bge.com). A list of authorized Navigators will be submitted to Internet team, and kept up to date. 2.Internet team completes remainder of form and returns it to Navigator, within 2 hours barring weather or other emergency conditions. With each submitted intake form, a Customer Contact will be created in CC&B. Internet team will issue Med. Cert. form if requested, initiating 30-day extension if available; If not available, Internet team will issue longest extension available and notify Navigator accordingly. 3.Based on completed intake form, Navigator submits form and email with full offer/request to Collections unit, via new email address: NavigatorInquiryMailbox@exeloncorp.com. Navigator notes in subject line whether customer s power is on or off. A list of authorized Navigators will be submitted to Collections team, and kept up to date. 4.Collections team will issue a Medical Certification form, as appropriate, which triggers the 30-day extension if the customer is not already a confirmed Special Needs customer. If customer is already off service the form will be sent but a 30-day extension will not apply. 5.Collections team will make it a top priority to respond, barring any company emergencies: to on-service requests within 48 hours; to off-service customer requests within 24 hours; and to off-service requests on Fridays by COB if submitted by 1:00 p.m., barring weather or other emergency conditions. Critical Needs Process - BGE 20