$349 Registration

May 1, 2018  |   8:00 AM - 3:00 PM 
Tampa Convention Center   |   Room 12


7:30 AM - 8:00 AM

Breakfast: Ballroom D

7:30 AM - 8:00 AM

: Room 12

8:00 AM - 8:45 AM

Welcome / Introduction to Low Income Synergy Group
Sheila Pressley, Director, Customer Revenue Services, JEA

8:45 AM - 10:15 AM

What to DO?  Recovery and Support for Low Income Customers after a Natural Disaster
Speaker: Kim Campbell, Senior Manager, Customer Advocacy, TXUEnergy
Speaker: James R. Davis Jr., FEMA Voluntary Agency Liaison IM CORE, FEMA

Facilitator: Claire Bartolomeo, Payment Assistance Outreach Supervisor,

How did TXU Energy help low-income customers during Hurricane Harvey before the storm and still continuing after the storm.  This will include information about identifying customers, relationships are with social agencies, and on-going work in the affected communities.  

10:15 AM – 10:30 AM

Break: Foyer   

10:30 AM - 11:15 AM

Can We Do This Alone? Collaborations that Work
Speaker:  Ronnie Mendoza, Manager, Customer Assistance Programming, Austin Energy

Facilitator:  Bonnie Temme, Manager, Community Relations Program, Salt River Project

Austin Energy provides “wrap-around” services to its residential customers.  By offering not just one solution, such as weatherization, AE provides a comprehensive suite of customer-centric solutions that build off one another.  Austin Energy will discuss how it has leveraged the efficacy of its assistance programs by partnering with community agencies to help connect low income customers with available community programs.  Through these community partnerships, AE has streamlined the process for identifying the appropriate community resources available to our low income customers, resulting in low customer effort and increased customer satisfaction.  

Learning Objectives:

  •          Integrating customer assistance programs with the utility and community advocates;
  •          Establishing a community network to leverage internal customer assistance programs;
  •          Engaging low income customers via specific assistance programs and educational community seminars

11:15 AM – 12:00 PM

Are You Forgetting ALICE? 

Speaker: Holly Bullard, Sr. Dir., Financial Stability Initiatives, United Way Suncoast

Facilitator: Elizabeth Paulson, Manager, Customer Assistance Program, JEA

ALICE refers to the population in our communities that are Asset Limited, Income Constrained, Employed. The ALICE population represents those among us who are working, but due to child care costs, transportation challenges, high cost of living and so much more, are living paycheck to paycheck. Holly Bullard, Senior Director of Financial Stability for United Way Suncoast, will take a deep dive into this ground breaking report from the United Ways of Florida to explore economic  trends affecting the ALICE population and how energy providers can join efforts to help ALICE thrive. 

12:00 PM - 1:00 PM

1:00 PM - 1:45 PM

1:45 PM - 2:45 PM

2:45 PM - 3:00 PM

Lunch: Ballroom D

Show Me The Money!  Building an Effective Customer Donation Program
Gerri Drummond, Social Services, Credit & Collections Coordinator, TECO, 
Claire Bartolomeo, Payment Assistance Outreach Supervisor, PSE&G,  Bonnie Temme, Manager of Community Relations Program, SRP

Facilitator:  Sheila Pressley, Director, Customer Revenue Services, JEA  

As we all know federal energy assistance funding levels become increasing at risk.  The opportunity for utilities to engage in raising dollars for fuel funds is of high value yet can be challenging based on utility constraints and customer population.  Learn how three utilities, PSE&G, TECO and SRP, historically have been engaged in raising funds for energy assistance.  Their strategic partnerships have resulted in significant fuel fund dollars achieved via customers, employees, and other unique ways.

Open Forum:  Attendees, Please bring Top of Mind or Hot Topics that you would like to discuss with others in your field and  industry.

Facilitator:  Ronnie Mendoza, Manager, Customer Assistance Programming, Austin Energy                 

Closing and Surveys
Sheila Pressley, Director, Customer Revenue Services, JEA

A review of today's session, along with the completion of surveys.


If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager

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