Episode 3

 

Episode 3 Transcript:

Jim Anderson: 0:02

Welcome to Power Factor. This is the podcast that takes you behind the scenes at Midstate Electric Cooperative. I'm Jim Anderson, the CEO and General Manager, and today I'll be your host as we dive into topics about our industry, the challenges we face and the members we proudly serve. Today we're going to look at the co-op from the Member Service Representative, MSRs, as we call them. They're the first people you meet when you walk into the co-op. They're the first people you talk to whe n you call a co-op. So today with us we have Shawntaye, who is the Supervisor for Member Services, and we have one of our senior member services people here today, Amber.

Amber: 0:38

Hello!

Jim Anderson: 0:38

Hello, glad to have you guys here. Thanks for taking the time out of your busy schedule helping the members. But I kind of want to give the members an idea of what happens. So, I'm going to put myself in the position of a new member and I'm coming into Midstate for the very first time to set up an account. So, what should I expect when I walk into the building?

Amber: 0:56

So, when you first come into the building, you'll want to make sure you have your government ID, driver's license or passport and know the service location, address or meter number so that we are able to pull that up and get you set up as a new member.

Jim Anderson: 1:11

What if I don't have that information? It's required. It's required, so the meter number.

Shawntaye: 1:16

No, the service location.

Jim Anderson: 1:19

No, that sounds great. Now, when I come in here, I know I've got a bunch of things to ask you guys, because it's a cooperative, maybe I've been with Pacific Power. Are there some things, the common things, that sometimes a new member forgets to ask, that we really should know about before we start?

Amber: 1:37

I feel like sometimes they forget to ask about the rates billing dates, rates billing dates when they come in and we give them the information they need. One of the forms we give them is a bill date card which shows them what their billing cycle is, what day they bill out, when it's due.

Jim Anderson: 1:56

That's information that people need to know when they come talk to us. So, we're opening up a membership here at Midstate and we need to figure out what my deposit is going to be. So, what are we doing? What kind of information are we running? Credit checks, deposits, how does all that work?

Shawntaye: 2:11

So, once we have them fill out the membership application, they're giving us the criteria and the permission to run a soft hit credit check, and when we run that credit check it's to determine if there's a deposit required on their account. If they don't want that ran, then we also have a prepaid billing option for them, which is daily billing.

Jim Anderson: 2:33

Okay, and that soft hit? Is that going to ruin my credit score?

Shawntaye: 2:37

No, it won't be on there.

Jim Anderson: 2:39

So, it's not going to show up, it's strictly for the co-op to use. Yes, and I guess you hit on a couple accounts, but what type of other accounts does Midstate have?

Shawntaye: 2:49

So. we have residential, large residential, and then those are based off of the demand, the KW. Then we have single phase general service, three-phase general service, industrial, large industrial, and irrigation.

Jim Anderson: 3:08

So quite a few accounts. So, when you come in, you guys can give them all the information they need for each one of those accounts, correct?

Shawntaye: 3:13

We have a rate card for them.

Jim Anderson: 3:18

So we hear a lot about prepaid accounts and we're going to have some time to use stuff coming in the future. What are those accounts? And I guess we could put budget billing in there as well. So how would you guys summarize each one of those accounts?

Amber: 3:31

So prepaid is daily billing. You can have as much or as little on the account as you want, as long as you always have a credit. You will set up alerts with us so that when your account got down to a certain amount $20, it would alert you that more money would need to be put on. If it does get disconnected, you would just need to pay the amount that it's negative plus $10.

Jim Anderson: 4:02

Okay, and the budget billing.

Shawntaye: 4:04

So the budget billing is a good program for people that have the extreme bills. In the summer they're low and in the winter they're really high, and what it does is it takes the full year as long as they're with us for a full year and it takes that full year and averages it out.

Jim Anderson: 4:20

Okay. Do they have to be here for a full year, or can you use a previous member?

Shawntaye: 4:24

No, it has to be their usage.

Jim Anderson: 4:25

All right, let's move into something a little different from accounts. So we deal with a lot of situations here at the co-op and occasionally we have family members that come in and there's been a death in the family and they have a membership with the co-op. They need to either update information on the account or they need to close that account. How do you guys help them through that process?

Amber: 4:49

So first we offer our sympathy because it is a very hard thing for our members to go through and when they come in it's a little bit of a process. So, we need to make sure that we're sympathetic for what they're going through. We will look at their account. If it's a spouse, we will put the spouse into their own account. There won't be any fees or charges. Then we will talk to them about the paperwork so that they can apply for their spouse's capital credits.

Jim Anderson: 5:23

So that works good for a surviving spouse. But say, the kids show up from a parent that's been on the system for a long time and they're the executor of the estate. So when they come in, what do they need to do?

Shawntaye: 5:35

So, if they're the executor of the estate, we would require a will, or if there's the trust paperwork, if they were just a child, we would just require their birth certificate and the death certificate, and then we can do it that way also.

Jim Anderson: 5:51

So we help them through the process as much as we can.

Shawntaye: 5:54

Yes, we do.

Jim Anderson: 5:54

So the members always come first, that's right. So kind of going to change gears again, you guys and we're going to talk about terms. So we hear the term facility charge all the time, it's on our bills. What is it? What does it actually cover?

Shawntaye: 6:13

So, what the facility charge is, it covers all the non-energy charges. It's the basic charge on our bill. It covers everything from the poles, the lines, the maintenance, covers everything but the actual energy charge.

Jim Anderson: 6:27

Okay, so that clears up a lot with memberships that think that that's just to have a building on the system.

Shawntaye: 6:32

Yeah, no, it's not that.

Jim Anderson: 6:33

So thank you for that explanation. Now I know we rolled out demand charge and this might be getting in a little deeper than we want to, but it was really important for the utility to put that in place because of the demand from BPA. How has the response been on the demand charge for the members?

Shawntaye: 6:50

Anytime there's a rate increase, it's difficult on the membership because we do have a lot of lower income in this area. And then, just with everything in the world right now and the way things have raised prices grocery stores it's been difficult. And then to teach them about a new demand charge, it's been difficult. Some of them understand it, some of them don't, but we've been putting a lot of good information out on our website. Our MSRs have been walking all of our members through it and explaining, sending them information and guiding them to our website so they can understand this charge, and letting them know that this was the best way that our board could do this for our memberships. It was the best equitable way so that their rates didn't go up high.

Jim Anderson: 7:45

And that's important for the membership to know that everything that's done is trying to be fair and equitable for everybody.

Shawntaye: 7:50

And we've put it into terms too, like we've given them, like if our rates would have went up a penny, what the difference would have been compared to the demand charge, and for me it would have been quite a bit more in the kWh charge.

Jim Anderson: 8:06

So, I guess this is a question that happens to you guys a lot. We have members that call in and it could be a change in the weather, or something has happened, and they want to know why their power bill is so high. What steps do you take to help them understand what's going on with their power bill?

Amber: 8:23

So, we discuss their usage, how the demand works. We look at the actual date range of the bill because sometimes the June bill is partial May readings, and so when you tell them what that date range is, sometimes there were colder days during that time. Or if it's a vacation home, we've had people come in and they were actually there during that time. So, I think the date range is important. A lot of times it falls on a holiday.

Shawntaye: 8:52

We go over what they have in their house. Do they have electric heat versus wood heat? What do you keep your heat at? Do you have outbuildings? Do you have heaters in there? Do you have hot tubs? Do you have a well house? We go over those kind of things. You have heat tape. Do you have a truck you plug in. Do you have, you know, any animals outside with the water heaters that you plug in? We go over all of that, trying to help them find where they're using.

Jim Anderson: 9:24

We go over all of that trying to help them find where they're using. So, we really try to dive into their house. We dive into everything that draws electricity and power and try to help them understand that each of those has a cost on the system and that's a good tool for our members. So, are there any other tools that we can provide to help the members monitor or manage their usage? Are there things that we can do on our side to help that?

Amber: 9:43

There is. We refer them to our website for energy efficiency ideas. On the website there's so much information for members to help them understand and look for different ways that they can help conserve energy.

Jim Anderson: 10:00

Can a member see their usage? Do you guys help them actually look at their usage? Is there a way to do that?

Shawntaye: 10:04

Yeah, we can even go down to the half an hour.

Jim Anderson: 10:08

So they can actually get a true picture of what's happening. Is there a spot on the website or is there something on their account information that allows them to see that? Or you can walk them through into that.

Shawntaye: 10:31

Yeah,

Jim Anderson: 10:31

,

Shawntaye: 10:31

We

Jim Anderson: 10:33

So a lot of great things that we do for the members, and I think a lot of members aren't really aware sometimes that there's a lot you guys can do on your side to really help them through the process of a higher bill or to understand how the bill affects some of our times used on the bill for billing. So let's kind of shift gears again and let's talk a little bit about capital credits. So one of the things that's very unique to a co-op. You know, we're not an investor owned, we're owned by the membership. We give money back to our members. How do you explain to somebody that's never heard about capital credits?

Amber: 11:06

So I usually tell them because we are a co-op, we're a non-profit. Everything that is above and beyond our operating expenses is what gets paid back to our members.

Jim Anderson: 11:19

Now does that get paid immediately back?

Shawntaye: 11:21

No, it takes about 15 to 20 years is the average it gets paid back.

Jim Anderson: 11:26

We're not just holding on to that money.

Shawntaye: 11:35

And it's always paid back in December (just in time for Christmas) or it does become a part of your estate if you were to pass.

Jim Anderson: 11:46

So what is the process and I guess we've basically talked about this, but what's the process for getting a capital credit refund? How do they know if they're going to get one? I guess that's probably the most important thing for a member to know how do you know if we're going to get a capital credit check?

Shawntaye: 11:59

Well, it would be for a member that's been with us long term. So, we are still back in the mid 2000s that we're paying ( 2008). So, you've had to be a member a long time. But if you move away from our system, as long as you keep an up-to-date address with us, we get those checks to you when they retire.

Jim Anderson: 12:20

So definitely another big plus of being a member of a co- op are the capital credits, and you guys can help our members better understand capital credits when they call in with a question. So, you guys are like you know, you got a big toolbox. You can answer a lot of questions, almost like calling a 411. Perfect. So, another thing that we need to talk about a little bit here is payment, payment arrangements and disputes. You know we are a business, and we rely on a lot of information that comes in and sometimes people don't always agree with what we bill out or they could fall behind for a reason that's maybe not necessarily in their control. So, if we do have a member that has fallen on hard times and for some reason they fall behind on their bill and we want to make sure that we know what options are available for them, can you make payment arrangements? So how do you guys handle that?

Amber: 13:12

So we have two different types of payment arrangements. One you would have to have 25% of what's owing or $50, whichever is greater and then we divide the rest up into four payments with your next four bills. Yes, so you would pay your arrangement payment plus your current bill for the next four bills. We also have a no money down arrangement, so we can set the date for you to pay at a later date. You would just pay the past due amount and the current amount whatever's owing. You would have to pay that all at once before you bill again.

Jim Anderson: 13:50

Before you bill again. Say we get into a situation with a seasonal worker. How often can someone make these payment arrangements if they're falling on hard times?

Shawntaye: 14:00

As long as they stay current with their payment arrangements and they don't fail, we will make them as much as they need them.

Jim Anderson: 14:07

So we're going to work with each member individually to make sure that we're doing all we can for the member.

Shawntaye: 14:11

Yeah, and we also help them look for resources. Especially when you have seasonal workers that are on hard times. There are a lot of resources that they can use that are out there that will lead them to.

Jim Anderson: 14:24

And hardships as well. So some good tools, yeah, some really good tools. Is there a grace period for someone that gets disconnected on their power so they didn't make their payment, they didn't call in and talk to anybody here at the co-op and they get disconnected, is there?

Shawntaye: 14:47

We give them multiple notices before we would ever actually disconnect them. On their first bill, when they're past due, we would give them a notice of a disconnect date and then a week later, we would send them an actual disconnect notice. Giving them notice of the disconnect date. We would make a phone call and then, even the day before the actual disconnect date, we would attempt to make another phone call. So we make four attempts before we would actually disconnect and we're trying to get them to come in to make payment arrangements or make a payment, so that we don't want to disconnect them.

Jim Anderson: 15:26

Okay. So if I'm a member and I didn't pay my bill and I got disconnected and my credit isn't exactly, you know, going to be right up there at the top, are you going to make me or require me to pay the entire past due amount, or is there something we can do to get my power turned back on sooner? Is there some way we can go on that?

Shawntaye: 15:48

So, we'll look at the situation. If prepaid is an option, we'll look at going on prepaid and putting some of that money in what we call debt recovery. So, it's like a payment arrangement on the prepaid system. So, every time you make a payment, 25% of your payment would go towards that debt. That's usually a really good option for people that have been disconnected.

Jim Anderson: 16:14

If a member disagrees with their bill or they think something's off on the bill, what is the best way to resolve it through member services?

Amber: 16:24

So, as a member representative, we want to listen to the member.

Jim Anderson: 16:36

Okay, so basically, the member service rep is the first stop. can. Don't want to look at Facebook and try to solve my problem on Facebook. I really want to get ahold of the co-op and actually dig into the account and get the correct information right up front. Yes, and you guys are always here to give that information.

Amber: 16:49

We are.

Jim Anderson: 16:50

It sounds like you know you guys are the ones that are here to help us do everything that we need to do. Yes, what are some important questions that members should be asking you if they have a question up front but they don't?

Shawntaye: 17:01

So some of the questions that they should be asking about is, if they see that their bill is late, like if there's a deposit added, what they can do about waiving that deposit and options for that, or how to view and understand their bill using our Smart Hub app.

Amber: 17:22

Also how to save money, because we have rebate programs available to our members.

Jim Anderson: 17:28

In a perfect scenario for you guys. We're dealing with the membership and you're dealing with you know, we have almost 22,000 accounts now in Midstate. Is there something you wish that every member knew before they called or came in? That would just make it smoother for everybody when they have questions or issues.

Amber: 17:47

We want every member to know that we truly are here for them, to assist them, provide help for them. One thing that does make things easier is if they know their account number or service address, also when they come in.

Jim Anderson: 18:02

And I'm going to play this because I'm a guy, my wife takes care of everything for me. I don't have my account number, so do I need to make sure that I'm on the account, or how does that work? Can you look it up under my name, or do I need to have my wife present?

Amber: 18:20

So if you're both on the account, we can look it up under either of your names. If your spouse is the one that the account is under, we can look it up under your spouse's name, give you general information. You can make a payment. We just can't give exact information on an account. If somebody is not on that account, we have to protect our members.

Jim Anderson: 18:41

At the end of the day, what would you say ?

Shawntaye: 18:48

It's to give them excellent member service, to always do what we can to help them make sure their needs are met.

Jim Anderson: 19:00

Because we are dealing with the member-owners, and we work for them. So if you could address the members, what do you want them to directly hear from you about the member service reps and their role and how they affect the member?

Amber: 19:13

I feel that I would want them to know that we genuinely care about them and their needs.

Shawntaye: 19:19

Yeah that we're here to help them.

Jim Anderson: 19:21

And this last question I do get to wander around and I get to watch these MSRs at work and they do a great job with the membership. But what is your favorite part each of you, what's your favorite part of the interaction with the member?

Amber: 19:35

My favorite part is getting to know our members because when they call you get to have a little bit of small talk and find out a little bit about them and they find out a little bit about them and they find out a little bit about you and just learning and growing together.

Shawntaye: 19:54

Mine's about the same, I've been here a long time, so I love it when I cover the phones and I say I have someone go, oh, I haven't talked to you forever how you been. And then I have the ones where they're angry and I love turning that around. I like to make someone happy, and they now understand what they didn't when they first called, so they're satisfied. I like to turn that situation around, so those are satisfying to me.

Jim Anderson: 20:20

So our member services here at the co-op always put the members first and make sure they're taken care of, and then we try to educate at the same time. So it's you guys are like the front lines next to alignment, you guys are like right there dealing with the membership, probably more so than the line crew.

Amber: 20:36

Yeah, yep, this is a very rewarding job and opportunity to be in our community and help people.

Jim Anderson: 20:44

I appreciate you guys coming in and taking the time to talk with us today. It's been great having you guys here.

Amber: 20:48

Thank you for having us. Thank you, Jim.

Jim Anderson: 20:50

So, I'd like to thank you all out there for tuning in to this episode of Power Factor. Make sure you subscribe or follow us on your favorite podcast application to stay informed on the latest from Midstate Electric Cooperative. We appreciate you listening and always stay safe, stay informed and stay empowered until next time. And speaking of next time, we're going to be talking rates, so we are going to have our CFO in place, and we're going to have one of our consultants come in and try to explain to the members what goes into the restructure of the Midstate Electric Rates. So, until next time, stay safe and we'll see you then.