Field Activities
Anytime a Field Activity is created, reps need to check to see if a ____________ was created to ensure the Field Activity was sent to Dispatch.
PCAD Job Code
Oshanae is requesting to STOP service while she goes to Florida for the Winter. She plans to return in the Spring.
What do we need to do before placing the STOP?
Inform her that a RC fee will be required when reconnecting service.
For gas service, it will be either $44.00 or the Monthly Facility Charge (multiplied by the number of months the service is off), whichever is greater.
For water service, it will be a flat fee of $25.00
Based on the ePort results, a new customer owes deposits to start service. What is the maximum amount the deposits could be for gas, water, and sewer?
Break it down.
$150 Gas, $70 Water, $70 Sewer
-Account Balance?
-Reconnection Fees?
-Deposits?
None. We require customers to pay all those amounts.
Deposits, Payment Arrangements, EAP Holding, and Excess Over Credit are all different kinds of __________.
Service Agreements
Translate this Tech's Note:
M/T fail. LK at 22. EI 06 and 03. RT 22. Left Safe.
Manometer Test failed. Leak at house lines. Electric ignition gas furnace and gas water heater. Red Tag house lines. Left Safe.
When stopping water service, what must be read to the customer every time?
Verbal Release Statement
Upon running ePort, you got a "SSN no record OR SSN no credit history" return.
What should you do?
Proceed with Equifax Challenge Questions. If the applicant passes, proceed with the request, however, do not add the SSN. No REDFLAG characteristic required. If they fail the challenge questions, add REDFLAG characteristic. Direct the applicant to the Identity Verification Form. Service will be denied until form is received and verified. Deposits are required to start service.
For Reconnection, what is the first quote?
Full Account Balance + Reconnection Fees + Full Deposits
Under what circumstance do we need access inside the home to turn on water service?
1) Cold Weather Restrictions - Inside Set
2) Temporary Reconnect - Leaks Repaired
Sheila is requesting a Temp RC Leaks Repaired. The home is vacant.
Can we enter the home? If so, are there any restrictions? If not, why?
We can BUT home must be completely vacant, including no window coverings and furniture.
Tech will not enter after dark.
If lockbox, add directions to Instructions
Read the Vacant Liability Statement.
Review service address, SAs being stopped, Dates, Final Bill MA
FA Confirmation #
Advise of 3 business days completion window
Discuss account balance
Advise of Autopay
Advise to keep meters clear
Sarah has an account in Citizens territory and is wanting to add new service at a Westfield address. Her account's balance is $350, $250 is past due. She is not on a PA or on a Budget Plan. The current account does have active deposits.
Can you add the service? Why or why not?
Yes - if she can pay the applicable deposit amounts.
No - if she cannot pay the applicable deposit amounts.
Remember: We are unable to deny services in one service territory for an outstanding balance in another service territory.
4
Gas: after 1 yr and paid on-time for 12 months
Water: after 1 year and paid on time for 9 months.
Aaliah calls in to report that her meter pit was loose and she fell in, injuring her leg. She is not seeking medical attention. She wants us to come out to take care of it NOW.
What should you do?
Submit an Service Inspect Case and Create the order for same day. Indicate the issue and hazard.
Call Dispatch to inform of the situation.
Send an email to CRL Operational to inform Sups of situation.
A customer from McCordsville is calling because their water service has been turned off. In C2M, a "Turn Off" Field Activity is Completed with the instructions "MCCORDSVILLE SEWER TURN OFF".
What do you do?
Advise the customer to call the Town of McCordsville for the correct amount to restore services and where to make a payment.
Ben wants to start gas, water, and sewer service at 123 Banana St. The address is located in Avon, Indiana. You do not see gas or sewer services in C2M, but Ben says he was told to call to get those services in his name.
What do you do?
CEG only services water in Avon.
He needs to call West Central Conservancy District for Sewer.
He needs to call CenterPoint Energy for gas.
Place a manual TONP Field Activity
Before we add someone as a JAH, what must we do?
Main account holder must request them to be added.
JAH must be informed and accept financial responsibility.
Run ePort to verify their identity.
"This morning, I reported a suspected gas leak at my house. I was not home, but your technician turned off my gas. Can you come out here."
What should you do?
Place a Service Outage - No Reason with instructions "CGI'd Leak"
Terry calls in to stop service on 1/20/2024 because he is moving. After performing our Premise Prerequisite Check, the Premise Tree shows his Service Agreements are in a pending stop status with a stop date of 1/15/2024, meter status is on, and there is a Back-to-Back in progress.
No, the Service Agreements will stop on 1/15/2024 and there is nothing Terry needs to do but update his Mailing Address.
Gail is returning after 6 months in Florida. She wants to reconnect her gas service. Her premise's gas SP indicates she is charged a D2 rate.
How much is the RC Fee?
6 months * $11.83 (D2 Rate) = $70.98
A customer is required to pay $659 total to reconnect their services. Their current balance is $300. $44 and $25 RC fees owed. $150 gas deposit, $70 water deposit, and $70 sewer deposit owed. The customer can pay the current balance of $300 today.
What can we do?
If eligible, offer WHWH of $200, lowering the RC amount to $459. Cust would need to reach out to 211 for the additional $159.
Karen is calling because her payment was misapplied. She accidently added to her other account.
What should you do?
Send a Transfer Payment/Credit To-Do to have amount sent from one account to the other.
You do not need to fill out a case because the money was found in an account under her name.