HomeMy WebLinkAboutMemo - Mail Packet - 11/24/2020 - Memorandum From Gretchen Stanford And Lance Smith Re: Resuming Utility Disconnects Updated Schedule & Outreach Plan
Utilities
electric · stormwater · wastewater · water
222 Laporte Ave.
PO Box 580
Fort Collins, CO 80522-0580
970.212.2900
V/TDD: 711
utilities@fcgov.com
fcgov.com/utilities
M E M O R A N D U M
DATE: November 19, 2020
TO: Mayor Troxell and Councilmembers
FROM: Gretchen Stanford, Interim Customer Connections Deputy Director
Lance Smith, Utilities Strategic Finance Director
THROUGH: Darin Atteberry, City Manager
Theresa Connor, Interim Utilities Executive Director
RE: Resuming Utility Disconnects Updated Schedule & Outreach Plan
Bottom Line: As our community continues to navigate the effects of the COVID-19 pandemic,
Fort Collins Utilities is resuming normal operations. Like many utilities, we have not turned off
utility services due to non-payment since March 2020. Payments for utility service are essential
for us to continue delivering reliable and high-quality electric, water, wastewater, and
stormwater services. Based on Council discussion on November 10, staff has determined that
disconnects (shut offs) will resume December 28, each delinquent account will have the
opportunity to take advantage of CARES Act funding.
Background: Fort Collins Utilities’ priority has been to provide delinquent customers with
access to resources, financial assistance, and payment arrangements during this challenging
time.
Beginning November 18 and ending December 3, customers with utility delinquent accounts will
be mailed their first disconnect pink notice since March 2020. If a customer is late paying their
bill, they will have until December 28 to do so before having their utilities shut off. This will
ensure they have ample time to apply for CARES Act funding through the federal CARES Act
Coronavirus Relief Fund (CVRF) for utility bill assistance. This will also ensure that staff has
enough time to process and apply payment to their account before the CARES Act funding
deadline of December 30.
At this time, we are not assessing or charging late fees or reconnection fees to any delinquent
account.
Stakeholder Outreach
To increase awareness about disconnects resuming, we have partnered with the Sustainability
Service Area to reach out to over 60 local nonprofit organizations with the request that
information be posted or shared with their clients and staff. Further COVID outreach is outlined
is the November 16 council memo titled ‘COVID-19 Resident Resource Communications &
Partnerships with Local Organizations’. Furthermore, utilities staff has been working directly
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with La Familia/The Family Center, Catholic Charites Larimer County and Discover Goodwill,
who support our Income-Qualified Assistance Program and Payment Assistance Fund, to inform
them of CARES Act funding.
Ahead of disconnects, Utilities staff has taken a proactive outreach approach with customers with
past due balances:
• June:
o Two letters notifying customers of payment assistance options
• September:
o Bill insert notifying customers of payment assistance options
• October:
o Postcard notifying customers that they may be eligible for CARES Act funding
o Letter notifying customers of payment assistance options and that disconnects
would be resuming
• November:
o Letter notifying customers of exact disconnect schedule and payment assistance
options
o Email to customers notifying them of payment assistance options
o Social media posts notifying customers of CARES Act funding
o Phone calls to 300+ customers with highest past due balances
Income Qualified Assistance Program Participants
There are approximately 1,245 LEAP customers in our service territory and on average we have
720 enrolled customers on the Income Qualified Assistance Program. Those receiving a
discounted rate (approximately 1% of all residential customers) are not disproportionately
impacted with disconnect notices (that is, 1% of those scheduled to receive a disconnect notice).
CARES Act Funding – Updated Data
Residential and small business customers with past due utility bills due to COVID -19 are eligible
for direct financial assistance through the CARES Act. $400,000 was allocated for this purpose,
$350,000 for residential customers and $50,000 for small business customers. To date, 623
residential customers have received $225,000 in funding and 6 small business customers have
received $3,500 in funding .
CC: Lori Clements, Utilities Customer Care & Technology Manager
Heather Young, Utilities Education Supervisor
Attachments: Sample Disconnect Notice
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DocuSign Envelope ID: 438B89E6-EDF5-478B-8554-5D6BDAC242BB