Ameren Keeping Current and Keeping Cooling Evaluation Presentation - PowerPoint PPT Presentation

Ameren Keeping Current and Keeping Cooling Evaluation Presentation 2016

Evaluation Activities In-Depth Program Background Defaulted Impact Database Research Participant Analysis Analysis Interviews 2

KEEPING CURRENT STATISTICS 3

Keeping Current Statistics Enrollment • United Way Energy Assistance Website • Participants from 6/1/2013 – 6/30/2016 Program Enrollments 6/1/13 – 6/30/16 Electric Heat Alternative Heat Cooling Total Total 1,849 918 3,141 5,908 1,659 839 2,743 5,241 Unduplicated 4

Keeping Current Statistics Program Status Program Status as of July 2016 2500 2,356 2000 Number of Participants 1500 1000 676 538 478 445 500 387 186 175 0 0 Approval Confirmed System Cancelled Payment Defaulted Electric Heat Alternative Heat Cooling 5

Keeping Current Statistics Demographics Poverty Level 100% 90% 80% 70% 60% 50% 40% 33% 32% 30% 29% 27% 30% 25% 22% 19% 18% 17% 20% 16% 13% 13% 10% 4% 2% 0% ≤25% 26% - 50% 51% - 75% 76% - 100% 101% - 135% Electric Heat Alternative Heat Cooling 6

Keeping Current Statistics Demographics Vulnerability Status 100% 90% 86% 80% 74% 70% 60% 56% 49% 50% 40% 30% 24% 23% 22% 18% 20% 10% 1% 0% % Child ≤5 % Elderly % Disabled Electric Heat Alternative Heat Cooling 7

Keeping Current Statistics Demographics Employment Status 100% 90% 80% 67% 70% 65% 59% 60% 50% 39% 40% 27% 30% 25% 20% 8% 8% 10% 1% 0% Employed Retired Unemployed Electric Heat Alternative Heat Cooling 8

Keeping Current Statistics Participant Statistics Arrearages at Enrollment 100% 90% 80% 70% 60% 50% 40% 30% 26% 23% 20% 19% 18% 18% 20% 16% 16% 13% 12% 11% 9% 10% 0% ≤$250 $251 - $500 $501 - $750 $751 - $1,000 $1,001 - $1,250 >$1,250 Electric Heat Alternative Heat 9

Keeping Current Statistics Participant Statistics Payment at Enrollment 100% 90% 80% 70% 60% 50% 40% 38% 36% 40% 27% 30% 18% 20% 16% 11% 7% 10% 6% 1% 0% $0 $1 - $50 $51 - $100 $101 - $150 >$150 Payment at Enrollment Electric Heat Alternative Heat 10

Keeping Current Statistics Participant Statistics Payment at Enrollment Source 100% 90% 80% 70% 60% 53% 47% 50% 46% 45% 40% 30% 20% 10% 6% 2% 1% 1% 0% $0 Paid Energy Assistance Customer Payment Source Missing Electric Heat Alternative Heat 11

Keeping Current Statistics Participant Statistics Monthly Customer Responsibility 100% 90% 80% 70% 60% 50% 45% 40% 28% 30% 22% 20% 19% 19% 20% 12% 11% 7% 6% 10% 5% 4% 2% 0% 0% $0 $1 - $25 $26 - $50 $51 - $100 $101 - $150 $151 - $200 >$200 Monthly Customer Responsibility Electric Heat Alternative Heat Defined as budget bill minus Keeping Current credit. Customers who have a calculated responsibility of less than $10 pay the minimum of $10 per month. 12

Keeping Current Statistics Participant Statistics LIHEAP and WAP Receipt (Agency Reported) 99% 100% 94% 89% 90% 80% 70% 70% 61% 60% 50% 40% 40% 30% 20% 10% 0% Electric Heat Alternative Heat Cooling LIHEAP Received WAP Received 13

Keeping Current Statistics Agency Enrollments Distribution of Agency Enrollments 12 10 Number of Agencies 8 6 6 4 4 3 2 2 1 0 < 10 11-50 51-100 101-250 >500 Number of Total Enrollments 14

Keeping Current Statistics Summary • 5,241 unique customers enrolled 6/1/2013 – • 3,080 active in July 2016 • 86% of the Cooling participants active 6/30/2016 • 29% of the Heating participants active • 87% of heating participants below poverty Poverty Level • 71% of cooling participants below poverty Vulnerability • Keeping Cool: all had a vulnerable member • Heating participants: 75% had a vulnerable Status member 15

Keeping Current Statistics Summary Heating Cooling Employment Participants Participants Status • 65% unemployed • 59% unemployed • 25% employed • 39% retired Averaged $800 Arrearages at 28% had arrears for active Enrollment over $1,000 participants Monthly Electric Heat: Alternative Keeping $71 Heat: $27 Current Credit 76% completed 12 agencies Agency by 2 of 16 completed <200 Enrollments agencies enrollments 16

DEFAULTED PARTICIPANT INTERVIEWS 17

Defaulted Participant Interviews In-depth telephone interviews • 25 Keeping Current Participants • Defaulted for 2 missed payments • $25 Visa gift card incentive to complete interview Research Topics • Keeping Current status confirmation • Program understanding • Reasons for missed payments • Additional assistance needed and received 18

Defaulted Participant Interviews Don’t Timing Notification Yes No Know Before Informed of upcoming removal if missed next payment 8 17 0 Removal Ameren informed customer of Keeping Current removal 7 16 2 After Removal Agency informed customer of Keeping Current removal 1 22 2 19

Defaulted Participant Interviews Notification of Keeping Current Removal How did you learn you were removed from the program? Ameren removal letter 6 Ameren disconnection notice or disconnection 6 APPRISE interview call 3 Called Ameren/agency and was told 2 Ameren told customer payment was late 2 High Ameren bill 2 Removed self from program due to bankruptcy 1 Letter from unknown source 1 Agency letter 1 Don’t remember 1 20

Defaulted Participant Interviews Program Benefits Did the program … reduce your monthly bill? …provide a reduction in the amount you owed Ameren for past bills that were not paid? Program Provided Reduction Monthly Bill Amount Owed Ameren Yes 22 12 No 3 9 Don’t Know 0 4 Total 25 25 21

Defaulted Participant Interviews Action Needed to Remain on Keeping Current Program What did you need to do to stay on the Keeping Current Program? Pay Bill On Time 22 Not Miss Two Payments 1 Understand How the Program Works 1 Pay Bill for Two Years to Pay Off Outstanding Balance 1 Speak with Ameren and Keep Them Updated 1 Speak with Someone to Avoid Disconnection 1 Needed More Time to Pay Bills 1 Some participants provided more than one response. 22

Defaulted Participant Interviews Requirements Explanation and Understanding Did the caseworker explain what you needed to do when you enrolled in Keeping Current? Did you know that you would be removed from Keeping Current if you did not make two monthly Ameren Keeping Current payments in a row? Caseworker Explained Understood Removal Policy Yes 18 15 No 7 9 Don’t Know 0 1 Total 25 25 23

Defaulted Participant Interviews Reason Could Not Pay Keeping Current Bill Probed Response Were you not able to pay the What was the main reason that you were Keeping Current bill due to… not able to pay the Keeping Current bill? Not Enough Income 11 Did Not Have the Money 7 Other Bills 11 Unemployment/Reduced Hours 4 Medical Issues 8 Forgot to Pay Bill 4 Electric Bills Too High 5 Car Issues 3 None 3 Check Came After Bill Due 2 Other 1 Low/Unsteady Income 2 Some participants provided more than one response. Deaths in Family 2 Did you or another member of your Large Past Due Amount 1 household face a change in your job Hospital Expenses 1 at the time that you were removed? Thought Bill Could Be Paid Late 1 Yes 7 Other 1 No 18 Some participants provided more than one response. 24

Defaulted Participant Interviews Other Circumstances Affecting Are you willing to discuss those circumstances Bill Payment that made you unable to pay the bill? Were you facing other problems Not Enough Income 4 or circumstances that made you Family Issues 3 unable to pay the bill? Home Issues 2 Yes 11 Had to Buy Children School Supplies 2 No 14 Paying Off an Overdraft 1 Recently Went on Disability 1 Outstanding Balance 1 Exhausted Savings 1 Some participants provided more than one response. 25

Defaulted Participant Interviews Additional Agency Assistance Did the agency where you applied for Keeping Current provide you with other utility bill help or other types of help at the time you applied for Keeping Current? Yes 6 No 17 Don’t Know 2 Total 25 Other Agency Assistance Did you ask the agency for other help when you were having difficulty making your Ameren Keeping Current payment? Did the agency provide any help at this time? Assistance Requested and Provided Asked for Help Agency Provided Help Yes 12 4 No 12 21 Don’t Know 1 -- Total 25 25 26

Defaulted Participant Interviews Organizations Applied to for Assistance Sought Help from Organizations What programs or organization did you look to Did you look for help from any other for help when you were having difficulty making organizations or programs when you your Ameren Keeping Current payment? were having difficulty making your Churches 10 Ameren Keeping Current payment? Urban League 5 Yes 17 Other Energy Assistance Agency 3 No 8 Salvation Army 3 Total 25 Private Programs 1 Some participants provided more than one response. 27