2013 Schedule

No Deposit Bonus With No Max Cashout | About NFFN and NLIEC | News | Comments About NEUAC | Requesting Attendance

2013 Sponsorship Opportunities |"Save the Date" Postcard | 2013 Exhibitor and Advertiser Opportunities | 2013 Volunteer Opportunities

Below is the list of conference tracks and a day-by-day schedule for the 2013 National Energy and Utility Affordability Conference. The 2013 Schedule is a work in progress and
will be updated regularly from now until the conference is held in June. Please visit this page regularly to view updates.

NOTE: The symbol § indicates sessions for which Continuing Legal Education (CLE) credit is being sought. The Supreme Court of California approved NEUAC as a
provider of 13.75 hours of CLE credit, Colorado approved NEUAC for 17 hours of credit, Minnesota 7.5 hours and Pennsylvania 11.5 hours.
In addition, CLE accreditation is being sought from Florida.

Introduction & Comments:      Marsha Belcher, Chairperson, National Fuel Funds Network
                                                Caroline Winn, San Diego Gas & Electric Company
                                                Lynn Loeb, San Diego Tourism Authority
                                                Kathy Walgren, National Fuel Funds Network
                                                David Fox, National Low Income Energy Consortium

At the opening general session of NEUAC 2013, attendees will hear from leaders of the host organizations and from special guests. They will also get the lay of the land for events during the three days of the conference.

Among the speakers will be Caroline Winn, vice president of customer services and chief customer privacy officer for San Diego Gas & Electric, one of Sempra Energy’s regulated California utilities and one of the major sponsors of NEUAC 2013. As vice president of customer services, Winn oversees all customer-related activities for SDG&E. Among them are call centers, energy efficiency, demand response and customer assistance programs, customer privacy, revenue cycle activities, corporate brand, marketing and customer communications.

Moderator: Lori Shaffer, Kansas City Power & Light Company
Presenter: Ronnie Mendoza, Austin Energy

Utilities can truly support consumers by moving from focusing almost entirely on recognizing individuals delinquent on their utility bills to focusing on supporting and ensuring that these consumers are able to maintain utility service by utilizing a holistic approach. Participants in this session will learn to adapt their current policies to truly support the person with multiple challenges. In addition, Austin Energy will introduce attendees to the Power On Initiative, a unique collaborative effort between the utility, community-based partners and the social-service community which develops programs to benefit and protect the most vulnerable customers.

Moderator:                               Mike Bradford, The Salvation Army-Georgia Division
Presenters:                             Jacqueline Berger, APPRISE
                                                David Carroll, APPRISE

APPRISE is the lead contractor for the evaluation of the National Low-Income Weatherization Assistance Program (WAP). The comprehensive evaluation research has included many tasks, including collection and analysis of program data from WAP offices and local agencies, client surveys to assess non-energy impacts and program satisfaction, collection and analysis of utilities’ usage data, special technical studies and on-site observation of service delivery and final inspections to assess the quality and comprehensiveness of installation. This presentation will describe the research and provide a sample of results from the studies.

Moderator: Jacqueline Holmes, Federal Energy Regulatory Commission
Presenter: Jeannie Chaffin, U.S. Department of Health and Human Services

The U.S. Department of Health and Human Services’ Office of Community Services oversees more than $3 billion a year in funding for the Low Income No Deposit Bonus With No Max Cashout Energy Assistance Program (LIHEAP) to the 50 states, the District of Columbia, five insular areas and approximately 160 directly funded Tribes and Tribal organizations. Representatives of this office discussed LIHEAP funding and answered attendees’ questions on administrative and programmatic issues.

Moderator:                               Edward Gingold, Federal Energy Regulatory Commission
Presenters:                              Libby Perl, Congressional Research Service
                                                Mark Wolfe, National Energy Assistance Directors' Association

This workshop will cover the past, present and future of the Low Income No Deposit Bonus With No Max Cashout Energy Assistance Program. Discussion will include: a brief history of LIHEAP; how it currently operates at the process level, including a high-level discussion about how funds are allocated; the criteria for allocation of LIHEAP funds at various levels; and a layman’s explanation of terms and phrases such as Tier 1/Tier 2 formula, block grants, contingency funds, etc. It will also look at the future prospects for LIHEAP and what might be needed for program delivery in the future.

Moderator:                               Steve Copley, Arkansas Energy Network
Presenters:                              Noemí Gallardo, The Greenlining Institute
                                                Maribel Marin, 211 LA County
                                                Richa Ruchita, IW Group

Understanding how to use and manage energy efficiently can be a daunting task for customers with language and cultural barriers, namely immigrants and others with limited English proficiency (LEP). This session will provide an overview of immigration and language statistics from the Census. It will also inform conferees about the differences in expectations immigrants may have in terms of energy provision, use and management in the United States versus their country of origin. Building on this information and a discussion of best practices, conferees will develop an understanding of how to reach this segment of the population considering the various cultural norms and languages spoken by immigrant consumers.

Moderator:                               Patrick Strickland, Department of Energy of the Lumbee Tribe of North Carolina
Presenters:                              Josh Cover, U.S. Department of Health and Human Services
                                                Yuliya Rzad, U.S. Department of Health and Human Services
                                                Mike Winton, U.S. Department of Health and Human Services

Representatives from the U.S. Department of Health and Human Services will provide an overview of the responsibility and flexibility of the LIHEAP block grant. Tribal LIHEAP coordinators will receive practical guidance on developing programs and drafting policy specific to the needs of individual Tribes.

Moderator:                               Roger Colton, Fisher, Sheehan & Colton
Presenters:                              Dan LaMar, San Diego Gas & Electric Company
                                                Bill York, 211 San Diego

The need for assistance is increasing, placing a greater demand on agencies and utilities to help customers. In this session, conferees will learn how seemingly opposite organizations can join forces to make a lasting impact in the lives of real people. The workshop will focus on how partnering can lead to better outcomes. It also will describe how a gas and electric utility and a nonprofit organization came together to improve the lives of the most at-risk residents in their communities and how others can do the same.

Comments: Cindy Datig, Chairperson, National Low Income Energy Consortium
Speaker: Doug Luffborough: "No Deposit Bonus With No Max Cashoutless to Harvard"

Doug Luffborough is a doctoral candidate who grew up in poverty. As the oldest son in a single-parent family, Luffborough’s greatest ambition was to become the first in his family to attend college — a dream challenged when his family became No Deposit Bonus With No Max Cashoutless during his senior year of high school. Despite No Deposit Bonus With No Max Cashoutlessness and discouragement from guidance counselors, he eventually was accepted at Northeastern University in Boston, where he studied business and human resources management. Five years later, he was chosen as the student commencement speaker for his class and preceded then-President Bill Clinton. The former president was so impressed with Luffborough’s tenacity and drive that he invited him and his mother to the White House. After working with a national community service organization, Luffborough went back to school to receive his master’s degree from Harvard University. Currently, he is working on his Ph.D. at the University of San Diego School of Leadership Studies. Luffborough has spent over 20 years working with nonprofits as an educational consultant and advocate for social change. He will share his experiences in “No Deposit Bonus With No Max Cashoutless to Harvard.”

A Repowering Los Angeles: Expanding Services and Creating Career Opportunities for Low-Income Communities

Moderator:                              Sadie J. Kroeck, Peoples Natural Gas Company
Presenters:                             Elsa Barboza, Strategic Concepts in Organizing and Policy Education (SCOPE)
                                               Michael Coia, Assistant General Manager, Los Angeles Department of Water and Power
                                               Jessica Goodheart, Los Angeles Alliance for a New Economy
                                               Shawn McCloud, IBEW Local 18

The Los Angeles Department of Water and Power and its union, IBEW Local 18, in partnership with community groups, have launched a workforce program that is creating entry-level job opportunities in weatherization while training a new generation of utility workers. This approach is helping the City of Los Angeles assist customers struggling in a down economy, address high unemployment and replace an aging utility workforce. This workshop will examine the “Utility Pre-Craft Trainee Program,” which was funded initially by an ARRA grant and is now part of the Department’s plan to meet new, more ambitious energy efficiency goals.

B Occupant Engagement: How to Foster a Culture of Conservation in Multi-Family Buildings

Moderator: Jennifer Gremmert, Energy Outreach Colorado
Presenter: Luke Ilderton, Energy Outreach Colorado

Maintenance and design flaws are common reasons to miss a building’s energy savings goal, but the most difficult variable is occupant behavior. By making occupants aware of their impact on potential energy savings, outcomes do not rely solely on predicted savings of an energy model. After four years of managing a weatherization grant program for low-income multifamily buildings, Energy Outreach Colorado has learned through trial and error the best practices for weaving occupant behavior education seamlessly into the program. This workshop will take a look at what EOC learned.

Moderator: Louis Gonzalez, Florida Power & Light Company
Presenter: Susan Sherer, The Heat and Warmth Fund (THAW)

How is your nonprofit relevant to for-profit business or government? What problem are you solving, and how does it directly or indirectly affect your funders and those you serve? The answers to these questions will reveal clues to sustainable funding streams. In this session, one successful nonprofit will recount its journey to develop new products and services for utilities and government that attract funding and solve a problem. The process started with gaining alignment across public and private partnerships, securing investment, development of key pilot and execution. The session will give you some guiding principles to move from a charitable service to a viable organization offering business solutions.

D § ID Procedures: Interplay of Social Security Numbers and Privacy Protection

Moderator:                               Olivia Wein, National Consumer Law Center
Presenter:                                Roger Colton, Fisher, Sheehan & Colton
                                                Beth Givens, Privacy Rights Clearinghouse

In years past, American troops who became prisoners of war were instructed to provide "name, rank and serial number." In today's war on energy poverty, those who need help are often asked to provide not a serial number but a Social Security number. Isn't that unique, nine-digit number supposed to be confidential? This workshop will look at the interplay of Social Security numbers and privacy protections in applying for utility service and assistance programs.

Moderator:                               Marlyn Denter, Southern California Edison
Presenters:                              Marilyn L. Ditty, Age Well Senior Services
                                                Paul Downey, California Commission on Aging & Senior Community Centers
                                                Cheryl Meronk, SCAN Health Plan

The 2010 Census found that, pushed by baby boomers, the number of people age 65 and older rose by more than 15 percent over a decade and that seniors now account for 13 percent of the total population. Projections suggest that, by the year 2030, about one out of every five Americans, or 20 percent of our population, will be a senior citizen. Connecting this growing senior population with programs and services is essential. This session will explore innovative ways of getting assistance to seniors.

Moderator: Edward K. Brooks, Lumbee Tribal Attorney, Law Office of Edward K. Brooks, PLLC
Presenter: Jeannie Chaffin, U.S. Department of Health and Human Services

A representative from the U.S. Department of Health and Human Services will discuss the status of the Low Income No Deposit Bonus With No Max Cashout Energy Assistance Program, reporting requirements and funding expectations for FY 2014 as they relate to Tribes. In addition, the discussion will provide guidance for Tribes in overcoming common hurdles while administering and developing policy related to the changes and challenges of LIHEAP.

Moderator:                               John Rich, Mid America Assistance Coalition
Presenters:                              Nick Lovier, Ameren Illinois
                                                Susan Sams, Energy Assistance Foundation

Sealing the deal: how industry collaboration saves customers thousands of dollars. In this session, attendees will learn how innovative collaboration between utilities and fuel funds expands weatherization programs, maximizes energy efficiency and creates long-term savings for more customers.

A Planet Clark.com: An Engaged and Effective Public/Private Community Energy Program

Moderator:                               Julie Trachsel, Laclede Gas Company
Presenters:                              Jim Muir, Clark County Building Safety
                                                Mike Selig, Clark County Building Safety

Planet Clark.com began as an ARRA grant energy efficiency project within the Clark County, Washington, Building Safety program. Among its goals were to perform energy inspections on 700 No Deposit Bonus With No Max Cashouts, provide energy outreach and education and work to have county government adopt a green building standard. Planet Clark became much more – a partnership involving community, several public groups and private enterprise that lives beyond the grant. Presenter Jim Muir won a national award from the International Code Council called "Raising the Profile" in part for his innovative work through the Planet Clark program.

Moderator:                               Jo-Ann Choate, National Association for State Community Services Programs
Presenters:                             Jenae Bjelland, National Association for State Community Services Programs
                                                TBD

This session will showcase projects that have been successful and provided meaningful benefits to households by coordinating program funds and activities. Combining services through the weatherization program can target benefits to the neediest households. The workshop will also look at tools to help state program providers better coordinate and identify resources to help them strengthen program services.

Moderator:                               John Keeney, New England Farm Workers' Council
Presenters:                              Patrick Boland, Xcel Energy
                                                Taura Edwards, Indiana Housing and Community Development Authority
                                                Michael Mueller, We Energies
                                                Akm Rahman, Massachusetts Department of Housing and Community Development

New performance measures for the Low Income No Deposit Bonus With No Max Cashout Energy Assistance Program will rely heavily upon data exchanges between No Deposit Bonus With No Max Cashout energy suppliers and LIHEAP grantees. After a brief overview of upcoming LIHEAP Performance Measure requirements, attendees will hear from both vendors and grantees who have successfully developed data-sharing agreements. This includes learning how data exchanges are set up as well as the ways shared information can be used to target services and improve performance of the LIHEAP program.

Moderator:                               Sadie J. Kroeck, Peoples Natural Gas Company
Presenters:                              Brandon Avila, Bracy Tucker Brown & Valanzano
                                                Monica Martinez, Ruben Strategy Group

Statewide energy assistance coalitions often are created so that various stakeholders can speak with one voice and deliver a common message when dealing with legislators and regulators. They want to make sure state agencies are "on the same page" when it comes to energy assistance. Such coalitions often work well for a few years, but can struggle over time. This workshop will examine the kind of steps that can be taken to keep the light of cooperation and collaboration burning so that these coalitions can continue to move forward.

E § Isolated Populations: Migrant Communities, Disabled, Medical Needs, Tribal

Moderator:                               Edward Gingold, Federal Energy Regulatory Commission
Presenters:                              Kim Brabits, Catholic Charities of Northeast Kansas
                                                Qiana Charles, Southern California Edison
                                                Ted Humphrey, Southern California Gas Company

It's often difficult to help those with special needs and those living outside the norm due to language and/or cultural differences, their neighborhoods, their specific health conditions, disabilities and even age. What are the best ways to reach and break down barriers with those who haven’t yet been reached? How do we get people to respond or apply for assistance? This workshop will explore some of the ways to reach those isolated populations.

Moderator:                              Patrick Strickland, Department of Energy of the Lumbee Tribe of North Carolina
Presenters:                              Jolene Crosswhite, Spirit Lake Tribe – Leveraging with LIHEAP and Beyond
                                                Louise A. Kadinger, Tlingit-Haida Regional Housing Authority – Cultural Differences When Implementing LIHEAP
                                                Tammy Maynor, Lumbee Tribe of North Carolina – Program Integrity and the Law
                                                Patrick Stickland, Department of Energh of the Lumbee Tribe of North Carolina – Tribal LIHEAP: Direct Grantee vs. State Agreement
                                                Janet Ward, Cherokee Nation of Oklahoma – Weatherization

This session will provide attendees the chance to hear short presentations from experienced LIHEAP Tribal coordinators and federal staff. It will also provide Tribal coordinators the opportunity to take part in a variety of table topic discussions.

Moderator:                               Jim Phillippo, Integrys Energy Group
Presenters:                              David Jacot, Los Angeles Department of Water and Power
                                                Jeff Stephenson, San Diego County Water Authority

More than 20 percent of the energy consumed in Southern California is used to get and distribute water, but the state is not alone in its critical need for water. The American West faces unusual burdens and conflicting demands for every available drop of water. This workshop will explore water issues and how the conservation of water and energy go hand in hand.

5:30-7:00 p.m. “Surfin’ Safari Luau” Reception/NFFN New Members’ Celebration

“Let's go surfin' now. Everybody's learning how. Come on and safari with me!” Join us Monday evening for our “Surfin' Safari Luau,” complete with food, prizes and fun for everyone! Show off your limbo skills. Shop the Silent Auction. Celebrate with NFFN's new members. NEUAC is ready to bring you a night to remember! Click here to see more.

Moderator:                               Skip Arnold, Energy Outreach Colorado
Speakers:                                John Harpole, Mercator Energy LLC
                                                Damon Nagami, Natural Resources Defense Council
                                                Mark Toney, The Utility Reform Network (TURN)

New sources of domestic energy could lead our nation's economic recovery, strengthen our energy security and help meet our environmental goals. Development of additional supplies of unconventional oil and gas resources will benefit consumers both in the United States and around the world. Consumers and, specifically, the low-income community could enjoy long-term price stability as a result of these recent developments. For this to happen, however, the additional supplies must be made available to local distribution companies through the national pipeline system – all of which must be done in an environmentally sensitive way.

Moderator:                             Athena Wang, Southern California Gas Company
Presenters:                              Stephanie Chen, The Greenlining Institute
                                                Michael Richard, AARP California
                                                Mark Toney, The Utility Reform Network

This session will take a broad look at successful utility programs and innovations in California. It will also explore what it might take to replicate such programs and innovations in other states.

Moderator:                               Louis Gonzalez, Florida Power & Light Company
Presenters:                              Ameer Bishay, ICF International
                                                David Henderson, DTE Energy

As funding decreases, community action agencies and other nonprofit organizations are faced with greater challenges in leveraging utility funding streams. In this presentation, DTE Energy, in cooperation with ICF International, will highlight how their partnership has developed a variety of supplementary delivery systems designed to assist the community, meet programmatic goals and increase the utility's customer involvement. Further discussion will include how DTE Energy and ICF International have leveraged the existing DTE Energy participating contractor network and identified resourceful nonprofit organizations to assist in delivering low-income services as energy efficiency assistance program partners.

Moderator:                               Alita Corbett, Pepco Holdings, Inc.
Presenters:                              Taura Edwards, Indiana Housing and Community Development Authority
                                                Celeste Lovett, New Hampshire Office of Energy and Planning
                                                Matthew Orlovick, Administratio for Children and Families, U.S. Department of Health and Human Services

LIHEAP was established primarily to help low-income households pay their No Deposit Bonus With No Max Cashout energy costs. Historically, grantees have expanded that role by 1) leveraging non-federal resources, and 2) providing services that help clients attain energy self-sufficiency, thereby reducing their need for LIHEAP. Two provisions in the LIHEAP statute, the Leveraging Incentive Program and Assurance 16, encourage these respective activities. An HHS representative will discuss federal guidelines for these programs. In addition, two state representatives will explain how their states have used Leveraging and Assurance 16 to expand their LIHEAP services and enhance client energy self-sufficiency.

Moderator: Olivia Wein, National Consumer Law Center
Presenter: Stephanie Vance, Advocacy Asssociates

When you get an appointment with a policymaker or staffer, you only have a few moments to get your message across. How can you best accomplish your advocacy goals? LIHEAP is a successful and worthy program, so how can advocates effectively communicate the value of the program to policymakers? Nonprofits boast energetic and knowledgeable members and represent important communities. They can be a valuable information resource to decisionmakers. This workshop will explore how local advocates can best rally their support into an effective grassroots effort. This session will present the “do’s and don’ts” of LIHEAP advocacy and offer effective advocacy techniques and strategies necessary to influence policymakers and create key relationships.

E Leveraging Partnerships and Increasing Capacity to Help Vulnerable Populations

Moderator:                               Tanya Brothers, HeartShare Human Services of New York
Presenters:                              Nancy Cianflone, National Grid
                                                Joe Guarinello, HeartShare Human Services of New York
                                                Jim Jacob, New Jersey SHARES

A panel of presenters with a history of success in leveraging partnerships and building capacity for fuel funds will highlight the success of the statewide initiatives taken by New York and New Jersey, whose collaborative state legislative advocacy has been bringing millions of dollars to vulnerable populations annually. Successful approaches and examples will be explained, including how they could be replicated in other states.

Moderator:                               Elizabeth Brister, Entergy Corporation
Presenters:                              Nicole Claiborne, Salvation Army-ALM Division
                                                Vincent G. Dunlap, Jabbok Stream Ministries
                                                Val Martinez, Redwood Community Action Agency

When the helpers show signs that their light is fading and their warmth is cooling, the entire organization can be affected. Not only may clients be poorly served, but the morale of the workplace may be compromised. This workshop, reprising one of the most popular sessions from NEUAC 2012, will provide insights and solutions into burnout prevention, along with tools to “treat” staff burnout when it does occur.

Moderator:                               Jana Katz, Sacramento Municipal Utility District
Presenters:                              Janis Condon, The Nielsen Company
                                                John Kiladis, San Diego Gas & Electric Company (invited)
                                                Joel Sumner, The Nielsen Company

Customer segmentation allows companies to target specific groups of customers effectively and allocate marketing resources to best effect. In this session, attendees will learn about how customer segmentation is developed and used to improve program delivery and enrollment. Attendees will also learn how the utilities are using this information to target and deliver program information in order to increase effectiveness and reduce cost.

Speaker: Jeannie Chaffin, U.S. Department of Health and Human Services (invited)

Jeannie Chaffin is director of the Office of Community Services at the U.S. Department of Health and Human Services’ Administration for Children and Families. Chaffin brings local, state and national level experience in anti-poverty efforts to her role at ACF. She was the Community Services Block Grant senior program and policy specialist at the National Association for State Community Services Programs and also Missouri’s CSBG and LIHEAP manager.

Moderator:                               Jon Phelps, National Energy Resources, LLC
Presenters:                              Skip Arnold, Energy Outreach Colorado
                                                Aggie Berens, Colorado Low Income Energy Assistance Program
                                                Patrick Boland, Xcel Energy

With funding cuts on the horizon and sustaining adequate LIHEAP funding becoming more and more of a challenge, this workshop will look at ways states have successfully implemented Percentage of Income Payment (PIP) programs. A state will be highlighted to explain how it was done, from the adoption of enabling legislation allowing for PIP programs to be implemented to partnerships that were formed between agencies, utilities, and state Department of Human Service agencies. The primary focus will be to look at the elements and partnerships that are needed to make PIP programs successful.

Moderator:                               Edward Gingold, Federal Energy Regulatory Commission
Presenters:                              Jo-Ann Choate, National Association for State Community Services Programs
                                                John Joseph, JAI Software

This session will provide information how to measure savings and manage Weatherization Assistance Program and retrofit programs to verify carbon emission reductions for the purpose of compliance with the Voluntary Carbon Standard. It will focus on how to minimize the cost of compliance and how to increase available funds to enhance your program activities. The session also will explain how nonprofit and for-profit entities can participate in this national carbon trading program, how the Voluntary Carbon Standards work and why the National Association for State and Community Services Program has implemented the program.

Moderator:                               Kay Joslin, National Center for Appropriate Technology
Presenters:                              Jacqueline Berger, APPRISE
                                                Randall Hunt, Ohio Development Services Agency

To what extent do LIHEAP clients seek assistance year after year? What are the characteristics of those who repeatedly seek assistance? What can be done to break the repeat customer cycle? An analysis from surveys of LIHEAP clients will answer the first and second questions. Energy assistance providers will address the third, showing how program design can help tackle and solve the issue of repeat clients.

Moderator: Roger Colton, Fisher, Sheehan & Colton
Presenters: Robert Adams, U.S. Department of Energy

The American Recovery and Reinvestment Act of 2009 (ARRA) represented a historic investment in energy, including support for low-income households. Among the successes are more than 650,000 No Deposit Bonus With No Max Cashouts weatherized through the Weatherization Assistance program, and billions spent on energy efficiency through the State Energy Program, Energy Efficiency and Conservation Block Grants, and appliance rebates. This session will take a look at the investments made by ARRA and how well they worked.

Facilitator:                                Kim Campbell, TXU Energy
Workshop Team:                    Gloria Johnson, Entergy Corporation
                                                Patricia Rucker, Entergy Corporation
                                                Tom Stovall, Operation: New View Community Action Agency

Understanding the day-to-day reality of poverty is important for everyone involved in fighting poverty – from policymakers to service providers. Missouri’s Community Action Poverty Simulation (CAPS) is a unique role-playing tool that helps people to understand what life is like with a shortage of money and an abundance of stress. During a simulation, participants role-play the lives of low-income families, including single parents, people with disabilities and senior citizens. The task of each family is to provide food, shelter and other basic necessities during 15-minute units that simulate weeks. Families interact with community resources and other families. CAPS enables participants to view poverty from different angles and then discuss the potential for change within local communities. Note: This is the first half of a double workshop session.

Moderator:                               Jim Phillippo, Integrys Energy Group
Presenters:                              Nancy Cianflone, National Grid
                                                Joe Guarinello, HeartShare Human Services of New York

With the continued, uncertain state of the economy, social programs – like many other vital services to the most vulnerable populations – are under scrutiny, and funds will likely continue to decrease. Those who serve these “at risk” populations must continue to leverage and utilize all available funding mechanisms to stretch available resources to as many households as possible. Reaching households that might be first-time assistance applicants also can be a challenge. This workshop will provide insight on how to get the most out of your program dollars and how these programs can be used to help clients move toward self-sufficiency.

Moderator:                               Jacqueline "Susie" Holmes, Federal Energy Regulatory Commission
Presenters:                              Stephanie Chen, The Greenlining Institute
                                                Patty Durand, Smart Grid Consumer Collaborative
                                                Ted Reguly, San Diego Gas & Electric Company

Residential consumers’ awareness of the Smart Grid and smart meters is low, particularly among low-income and/or multi-ethnic consumers. A recent national survey by the Smart Grid Consumer Collaborative found that 85 percent of low-income consumers know little or nothing about smart meters/ Smart Grid. Yet, 61 percent felt that implementing smart meters/Smart Grid technology should be a priority after hearing the benefits that they would receive. This workshop will spotlight low-income consumers’ Smart Grid journey from awareness to understanding to engagement. Speaking to the heart of the societal value of the Smart Grid, SGCC will discuss which benefits of smart grid appeal most too low income consumers and which are areas of concern.

A § California Alternate Rates for Energy (CARE) Program for Low-Income Consumers

Moderator:                               Emma Ponco, Southern California Gas Company
Presenters:                              Ana Montes, The Utility Reform Network
                                                Susan Norris, Pacific Gas and Electric Company
                                                Camille Watts-Zagha, California Public Utilities Commission Division of Ratepayer Advocacy

The California Alternate Rates for Energy (CARE) program is a state-mandated energy rate assistance program dating back to the 1980s that provides income-qualified consumers with no less than a 20 percent discount on their monthly electric and natural gas bills. In this workshop, conferees will learn the details of the CARE history, enrollment trends and program changes since its inception. It will also examine innovative outreach approaches to increase program participation to an over 90 percent penetration rate.

B Beyond Weatherization: Including No Deposit Bonus With No Max Cashout Repairs, Mobility Modifications and Thousands of Volunteers

Moderator:                               Jo-Ann Choate, National Association for State Community Services Programs
Presenters:                              Jamie Drakos, The Cadmus Group, Inc.
                                                Jock Pitts, People Working Cooperatively

People Working Cooperatively (PWC), a Cincinnati nonprofit, offers weatherization, No Deposit Bonus With No Max Cashout repairs and mobility modifications for low-income households. Over the past several years, The Cadmus Group, Inc. has conducted an in-depth evaluation of PWC’s programs and the benefits resulting from its services. This session will review the unique blend of services PWC offers in its community and the benefits of those services as identified by Cadmus. The session will also include "how-to" guidance for agencies interested in replicating some of these services, including a primer on recruitment and retention of volunteers and potential funding sources to support No Deposit Bonus With No Max Cashout repair and mobility modifications.

Moderator:                               Jennifer Gremmert, Energy Outreach Colorado
Presenters:                              Janette Rizk, Phelps
                                                Octavio Verduzco, Southern California Gas Company

Presenters in this workshop will discuss the importance of deploying an integrated message in social media strategies, while helping the audience understand how social platforms and traditional media can work together to amplify a message. Perspectives will encourage the audience to think of social media channels as additional places to share information and then help them decide in which place the target audience is likely to be most active. Presenters will discuss how creating compelling content, listening to the dialogue and responding specifically to each channel yields the greatest potential for continued user engagement. Presenters will provide an overview of best practices in social media marketing to low-income customers.

Moderator:                               Jacqueline "Susie" Holmes, Federal Energy Regulatory Commission
Presenters:                              Stefanie Tanenhaus, Natural Resources Defense Council
                                                Ryan Young, The Greenlining Institute

One of the questions frequently asked in discussions of climate change is how to ensure that low-income consumers share in the possible financial benefits of cap-and-trade arrangements. In this workshop, attendees will receive an overview on how California's investor-owned utilities will be directing their cap-and-trade greenhouse gas allowance revenues.

Moderator:                               Liz Berube, Citizens for Citizens, Inc.
Presenter:                               Carolyn Newton, Alabama Power Company
                                                Wilma Sims-Moore, American Red Cross, Alabama Region

Many would say a difficult client or customer is someone who is rude, angry or upset. It can be this and many other things, as well, from someone facing dire financial circumstances to a family crisis. It’s important to remember that your client/customer is there for a reason. They need something they do not have and are relying on you for help. At times, the client’s/customer’s needs exceed what you are able to do. When a client/customer is irate, angry or just plain frustrated, do not take it personally. Separate the anger from the need. This workshop will explore techniques for managing difficult clients/customers to focusing on the positive, developing active listening skills, building rapport and developing other skill sets needed to assist this targeted group.

Moderator:                               Aida Velazquez, San Diego Gas & Electric Company
Presenters:                              Gretchen Alexander, Clark Public Utilities
                                                Robert Hill, Clark Public Utilities
                                                David Smith, Active TeleSource

In this workshop, attendees will learn how agencies and utilities are taking advantage of new and more accessible technology to automate and streamline customer data sharing and reporting for administering their energy assistance programs. Clark Public Utilities’ Community Care Program (ComCare) recently made improvements to its automated scheduling software to check the account status of customers of the two main utilities in its service area. This automated feature has been a win for all parties. ComCare and the utilities have reduced staff time needed to verify customers’ account status before scheduling a crisis appointment, and customers now have the ability to schedule appointments more quickly and without the need to speak with a representative.

Join us at Petco Park, located just across the street from our conference hotel, on Tuesday evening for “NEUAC Night at the Ballpark,” when the San Diego Padres host the Atlanta Braves for a National League baseball game. Conferees will enjoy a pre-game reception and then sit together as a group in one of two sections of the park. Special prices are being offered at $27 per person in the Toyota Terrace Reserved section (padded seats with in-seat service) or $15 per person for Upper Infield seats surrounding No Deposit Bonus With No Max Cashout plate in the upper deck. Attendees will also receive commemorative ballcaps to wear during the game. Advance registration is required via the NEUAC registration process, and tickets can be picked up when you check in at the conference registration area.

Back when you were growing up, your parents or teachers may have told you breakfast is the most important meal of the day. That might be the case; then again, it might not. Regardless, we want to get you off to a good start with a nourishing sit-down breakfast – not just a cup of coffee and a sweet roll. Afterward, it’s time to go to work!

Moderator:                               Gillian Wright, Southern California Gas Company
Speakers:                                Catherine J.K. Sandoval, California Public Utilities Commission
                                                Senator Kevin De León, California State Senate
                                                Assembly Member Steven Bradford, California Assembly (invited)

California is regarded by many as one of the most innovative and progressive states for developing and implementing programs to provide energy assistance and other benefits to at-risk households. In this plenary session, a panel of regulators and legislators will examine what has driven The Golden State to take the lead in providing help to those in need and what it may do in the future to continue that trend.

The National Fuel Funds Network and the National Low Income Energy Consortium will present their highest honors.

After the awards presentations, attendees will look ahead to NEUAC 2014, which will be held on June 10-12 in Kansas City, Missouri. Conferees will cap off their participation in NEUAC 2013 with the event's final raffle drawings.

12:30 – 2:00 p.m. Post-Conference Meeting: Utilities Participating in 2013 AGA/EEI DataSource Effort

Speakers: Louis Gonzalez, Florida Power & Light Company
Judi Martin, Omaha Public Power District

If your utility participates in the 2013 Low-Income Program Survey facilitated by AGA/EEI and NFFN, you'll are invited to join your fellow survey participants in this confidential/closed-door discussion where survey results will be released, discussed, and best practices shared.