Tracks
Participant has a long term need and is on a fixed income and nothing is likely to change that
Track 4
The capacity of a household to meet life's needs, including energy, and sustain itself without relying solely on assistance programs
What is self-sufficiency
Counties we serve with water services
What are Newaygo, Mason and Lake
Partnership, Evocation, Acceptance and Compassion are the core elements of this
What is motivational interviewing
Four ways to look up a participant in the CRM if we do not have the TN number
What are phone, email, name and address
Participant has a circumstantial need for assistance
A collaborative, goal-oriented style of communication with particular attention to the language of change.
What is motivational interviewing
Household CAP on water assistance per fiscal year
What is $3,000
Includes focusing on the speaker, having an informed response, asking good questions and non-verbal communication
What is Active Listening
Information necessary to assist a SEMCO participant
What is last 4 of Social Security Number
Participant is ready to engage in self-sufficiency services
Track 2
Household's ability to depend on and afford the energy required for sage and comfortable living in their home.
What is energy security
Providers we can not assist with late fees, reconnect fees and deposits
What are regulated vendors
Examples CR, DTE, AEP, SEMCO, UPPCO
Realizing, Recognizing, Responding and Resisting Re-traumatization are the four Rs of this
What is Trauma Informed Care
A participant is pending CARE with another agency what is their next step if they want us to assist them
What is contact that agency to remove the pending status on their account
Participant is eligible for self-sufficiency but is not ready for engagement
Track 3
The capacity to withstand or recover quickly from difficulties
What is resiliency
Participant needs to have a good payment history and income to be considered for this
What is Affordable Payment Plan
Includes listening carefully to understand, making reflective statements and listening so the speaker can respond
What is reflective listening
Situation where the participant does not have to be past due to get assistance
What is a prepaid account
Person that determines what track the participant is
What is the participant
The ability for a household to meet the needs of the present while ensuring that all members, including future generations, have the tools and strategies to thrive
What is household sustainability
Legal obligation to report suspicions regarding vulnerable adults and minors we believe have been harmed or are at risk of harm from abuse, neglect or exploitation
What is mandated reporting
Apologize, Understand, Empathy, Appreciation and a solution are all ways to do this
What is de-escalate a call
TrueNorth's Mission Statement