New Solutions for New Challenges

COVID-19 brought many new challenges, but these new challenges helped us think outside of our normal routines to offer creative ways to help our members. The concept of caring and concern for community is one of our core cooperative principles. It is what guides and motivates us to strive for our best in serving you, our members, everyday. CheckOut

We launched our CheckOut payment option before the start of the pandemic, not knowing just how convenient it would prove to be for members when we had to close our lobby doors. With the CheckOut system, members can make cash payments at local retail stores such as Dollar General, Family Dollar, and CVS. They simply enter their information on the CheckOut website and receive a barcode to scan at a retail location to make their payment. These retail stores offer more convenient locations and expanded hours of operation to better meet our members’ needs. Electronic Application Options

While we have offered online applications for service for many years, several of our processes required members to come into our office, including establishing prepaid electric service. With many members staying home as a result of the pandemic, we developed a new process utilizing an online form service to allow members to sign up for prepay from the comfort of their own home. Updated Billing Processes and Procedures

In 2020, we made significant changes to our monthly billing processes and procedures. These changes allowed members more time to make a payment before late fees and disconnection of service for non-pay could occur. These changes shifted the due date to 15 days from the bill date and added an additional five days before late charges could be applied. We also discontinued collecting payments in the field. Overall, the new process allows at least 30 days for payment to be remitted before any action is taken to disconnect service. Communication Efforts

We always utilize a variety of communication tools to keep our members informed, but we recognized that these efforts were even more crucial during this time period. We continuously made social media posts, updated our website and sent email blasts notifying our members of changes to our process and educating them about various community resources available to assist them with any financial difficulties they were experiencing.

1,394

Care Team Calls Answered

687

Agency Assistance Payments Received

393

Care Agreements Executed