Customer Assistance Program May 27, 2020 Program Need The American - PowerPoint PPT Presentation

Customer Assistance Program May 27, 2020

Program Need The American Community Survey conducted by the US Census Bureau indicates that approximately 30% of Harrisburg’s population earns an annual income that falls at or below 150% of the Federal Poverty Level (FPL). Almost 37% of residential customers are estimated to earn less than $25,000 in annual income.

Current Program Components • Certification of Emergency Medical Conditions – For a period of up to 30 days, Capital Region Water will not terminate service when an occupant is certified by a physician to be seriously ill or affected with a medical condition that would be aggravated by the cessation of service or failure to restore service. This provides an important window during which payment arrangements may be made with Customer Service. • Leak Adjustment Program/Policy – Capital Region Water considers adjusting elevated bills caused by an unexpected pipe break or a situation where undetectable usage has accumulated over a period of time when estimated charges were issued through no fault of the customer. The adjustment may be calculated to reflect either the cost of producing the lost water or a multiple of the normal level of consumption (no less than 1.5 or 150 percent of the normal consumption).

• Payment Agreements – Customers may petition Capital Region Water for a payment agreement to allow the customer to make systematic, scheduled partial payments on the balance of the account in amounts and on a payment schedule as agreed upon by the customer and Capital Region Water.

• Winter Shutoff Moratorium – Capital Region Water suspends water service terminations between December 1 and March 31 to all customers regardless of ability to pay. – It is recommended that Capital Region Water modify this practice to benefit residential customers meeting income eligibility requirements. The Winter Shutoff Moratorium would be available to residential customers at or below 150% of the Federal Poverty Level. – Capital Region Water would also expand the Winter Shutoff Moratorium to all customers with steam heat regardless of income. This will ensure customers with steam heating systems do not have water terminated between December 1 and March 31.

Low-Income Grant Assistance beginning July 1 • Annual assistance to low-income residential customers at or below 150% of the Federal Poverty Level • $160,000 available through non-rate revenue sources • Owner-occupied residential customers are eligible for a $200 credit to the account • Tenant-occupied residential customers are eligible for up to a $200 credit on past due balances • A payment agreement may be required to ensure monthly payment toward an outstanding balance • One grant per residential customer, each year

Household Income Eligibility Household Size and Income Level: Household Size Income Limit 1 $18,735 2 $25,365 3 $31,995 4 $38,625 5 $45,255 6 $51,885 7 $58,515 8 $65,145 For every additional person, add $6,630. Income eligibility should be confirmed with the oversight agency.

The following will be accepted as proof of program eligibility: • Low-Income Home Energy Assistance Program (LIHEAP) Award Letter • Supplemental Nutrition Assistance Program (SNAP) Award Letter • Pennsylvania Rent Rebate Program Award Letter • UGI Assistance Program Confirmation • PPL Electric Assistance Program Confirmation

Future Program Components • Conservation Kits • Lateral & Service Line Assistance • Tapping Fee Relief

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