Customers should have a payment agreement on their account before applying for Emergency HEAP. True or False
What is False. Customers need a disconnect notice before applying for Emergency HEAP.
100
A down payment for a pending payment agreement is due when.
What is 10 days from the date of creation.
100
The pathway to view the disconnect notice.
What is Actions > Account Actions > Collections > View Disconnect Notice
100
The to & from dates for the "Cold Weather Period"
What is November 1st to April 15th
100
Different types of deposits that can be placed on an account.
What are cash deposits, letter of credit or Surety Bond
200
The only exception that eliminates a customer's responsibility from sending documents to support their financial statement
What is a Emergency HEAP grant. (during the most recent heating season)
200
The pathway to find a customer's internal credit rating.
What is Actions > Account Actions > Collections > Maintain Credit Information or View Collection Activity
200
A customer receives this prior to being cut-out for non-payment
What is a disconnect notice.
200
Advance notice should be given to residential customers with an expired disconnect notice
What is 72 hours.
200
Term used when a residential customer is being billed for another customer's usage
What is Shared Metering
300
The assistance program where the county takes over responsibility for paying a customer's utility bill
What is DSS Direct Voucher.
300
Can be used to calculate the customer's restore amount.
What is the Ralph Calculator
300
Three actions that may occur on an account in collections
What is credit reporting, cut-out for non-payment, and lettering/phone calls to the customer
300
Households where all adult members are 62 years of age or older should be coded with a special collection handling type.
What is Elderly, Blind, Disabled.
300
The information we obtain from the customer when they claim bankruptcy
What is the case number, chapter, file date, attorney name, attorney telephone number.
400
The four assistance programs that will automatically allow a Connect service order to be released into the field.
What is HEAP (Home Energy Assistance Programs), EAF (Emergency Aid to Families), ESN (Emergency Safety Net), and EAA (Emergency Aid to Adults)
400
Seven payment options a customer has to pay their bill.
What is check by mail, check by phone, walk-in office, western union speedpay, authorized payment locations, national grid's website, and their personal bank's website.
400
Maximum number of days a collection arrangement can be offered for short term payment assistance
What is 42 days.
400
In compliance with the PSC, the field will not terminate residential service on days when the temperature falls below...
What is 32 degrees.
400
The process National Grid uses to contact property owners after exhausting all efforts to gain access to the meter location.
What is Replevin
500
The five benefits that a HEAP grant provides to qualifying customer.
What is lowering their outstanding debt, initiating a cut-in, reactivating defaulted payment agreements, initiating a 30 to 60 day hold on collection activity, and qualifying them for a residential reduced rate.
500
If a payment agreement defaults, CSS will automatically resume these two actions.
What is resume collection activity and access late payment charges on the account.
500
Finaled accounts are sent to a collection agency after a certain amount of time for good paying customers vs. poor paying customers
What is 60 days (Good paying) and 34 days (Poor paying).
500
Three pieces of medical equipment that would qualify for having a customer's account coded as "Life Support"
What is Home Kidney Dialysis Machine, Apnea Monitors, Suction machine, Ventilators, or Iron Lung
500
The appropriate action to take when a customer wants to assume responsibility for a bill.
What is mail or fax a responsibility letter, process a connect for the customer, issue a misc cust serv wfm (transfer balance to active account), add a contact to state paperwork has been sent to AP