Low Income
When did E-HEAP Open?
January 2nd 2025
What is the platform used to manage final and charge off accounts?
Debt Next
True or False. A customer that receives E-HEAP is automatically approved for a $10 agreement.
FALSE! The customer must have never had a $10 agreement and received E-HEAP in the most current year. Reference the DCR Database for $10 agreement history.
True or False. A payment for 50% the total amount due is authorized for accounts that are 10'd.
FALSE! Payment in full is required. The customer must discuss with the collector onsite if they cannot pay the balance in full.
What methods can be utilized to pay a deposit?
Cash, Bank Check, Money Order, LOC, Surety Bond.
What is the basic tier discount per day?
$1.50
How can a customer pay a charge off account
Customers should be paying the charge off balance to the collection agency.
** Extenuating circumstances reference the final bills module**
True or False. A customer that had a previous $10 agreement and is now LNP should be afforded the opportunity to reinstate to restore service?
TRUE! Customers whose most recent agreement was a $10 agreement are often in financial crisis and should be afforded the opportunity to reinstate. Always seek supervisor or Lead approval on accounts that are LNP.
True or False. A COE is the cut on code used to restore a customer that has been LNP
FALSE! A COE is only used when an account was terminated in error or the customer is claiming medical hardship.
True or False. A customer that was negative on their original DCR is allowed a new $10 agreement?
FALSE! Customers that had a previous negative balance on their DCR are required to reinstate only.
What financial program awards customers a 1 time $50 bill credit?
REAP
What is required by a LNP bankruptcy account?
Full arrears and deposit unless otherwise notated in DIHI.
List each of the components required in order to properly reinstate a customers payment agreement.
Include the down payment, bills issued since the agreement date, installments due since the agreement date, LPCs, and budget billing debts.
Subtract any payments/credits made on the account since the agreement was made.
True or False. Customers that require a physical cut on are dispatched immediately.
FALSE! Physical cut on are authorized up to 24 hours after receiving payment.
How many returned checks is a customer authorized in a 12 month period before certified funds are required?
2 returned payments
What form is required by DSS to show that an agreement between the customer and PSEGLI was not able to be made?
DSSF of DSS 3596 form
Who should you reach out to when PSEGLI property is damaged by someone not employed by PSEGLI.
PSEG-LI-DamagedClaimCollections@pseg.com
A customer is now LNP and has a previous broken standard and 50% total amount due DPA. What is the next offer.
90 day arrears with the balance over 5 installments
What 3 things should you confirm with the customer before issuing a cut on?
1. Meter is available
2. Valid phone number
3. Breakers are off
True or False. Termination Dates are valid for 45 days.
FALSE! Termination Dates are valid for 60 days.
Name 3 instances in which DSS will provide services to a residential customer.
1. LNP
2. Valid termination date
3. No active agreement
What must a customer do in order to reestablish service when they have a final/COF balance?
Pay the balance in full.
Describe the following agreement status codes
PEND
BRKN
SUPR
BMSG
CRFN
PEND - Pending
BRKN - Broken
SUPR - Superseded (Overridden)
BMSG - Final Reminder Notice
CRFN - Final Termination Notice
What code is utilized in SACM when issuing a cut on collect?
P - Cut on/Col
True or False. From April 15th - October 1st we are not required to drop a 72HR notice at the SLOC prior to disconnect.
FALSE! Summer procedure is April 16th - November 1st.