CHOC Energy's Virtual Enrollment Process
CHOC Energy’s Chris Porter running through a virtual enrollment. Photo: CHOC Energy
(Vacaville, CA) - CHOC Energy promotes energy efficiency and energy conservation programs in Northern California. We also work in partnership with PG&E, operating the Energy Savings Assistance Program (ESAP). Based in Vacaville since 2011, CHOC Energy has served low-income households across Contra Costa, Napa, Sacramento, Solano and Yolo counties. Annually, CHOC Energy weatherizes over 5,000 homes and provides 40+ living wage jobs.
As the COVID-19 pandemic escalated, CHOC Energy pivoted to a new virtual enrollment process in order to continue serving households across the region while onsite installations were paused. Energy Specialists who were usually in the field began conducting virtual enrollments via Skype and FaceTime, calling pre-qualified households vetted by CHOC Energy's call center team.
CHOC Energy's virtual enrollments are similar to a standard, in-person customer service call. In this scenario, everything is explained via conference call with or without video, depending upon customers' technological experience and/or capabilities. Customers generally need a smart phone or computer with internet access. However, those customers without access to technology may enroll for ESAP by mail.
When customers participate in virtual enrollments, they're safe at home, primed to receive household energy conservation guidance and PG&E Wildfire Safety program information from our trained Energy Specialists.
Our Call Center Representatives begin by verifying customer eligibility for the ESAP program, which may include a discount of up to 20% off monthly PG&E bills or a two-year extension if customers are already enrolled in PG&E's CARE Program. CHOC Energy schedulers then email (or mail) customers a coversheet that includes information about their assigned Energy Specialist. In an effort to provide full transparency, each cover sheet includes the following:
CHOC Energy’s license and contact phone number
How to find CHOC Energy on the PG&E Energy Saving Assistance Program website
Introduction to the CHOC Energy Specialist assigned to call
The CHOC Energy Specialist's headshot, state license number, badge number and email address
A built-in bonus: when Energy Specialists call via FaceTime or Skype, customers are able to immediately verify the information on their coversheet i.e. visually confirm the identity of the person with whom they're speaking, badge number and so forth.
Energy Specialists conduct virtual enrollments using a proprietary tablet application created by PG&E and Salesforce. Though this app, the ES is able to collect all necessary information, as thought he or she were onsite at the customer's home. The customer then emails or texts income information, washing machine and refrigerator tag numbers, ensuring that all account and Social Security numbers are blacked out; this information is uploaded onto the aforementioned tablet.
To complete the enrollment process, the Energy Specialist downloads documents that require signatures and uploads them onto DocuSign for final customer signature and return by email. CHOC Energy is happy to report that virtual enrollments have proven to be very successful for the vast majority of our customers. However, if a regular phone call is all that's possible, all digital forms will be printed and mailed to customers for their signature, to be returned by standard mail.
When virtual (or phone/mail) enrollment is completed, our Energy Specialist will schedule a home installation appointment; the Weatherization Team then completes the job by installing several qualifying energy saving measures, which may include a new refrigerator, high-efficiency washing machine, attic insulation, LED lights and more. As we are still in the midst of the COVID-19 pandemic, home installation follows a strict CHOC Energy safety and sanitizing protocol for all team members. The CHOC Energy installation process is also governed by respective counties' prevailing health guidelines and work allowances.
LEARN more about CHOC Energy's ESAP program, application and qualification process.
CHOC Corporate Communications would like to offer sincere thanks to CHOC Energy Director of Operations & Administration Valerie Francis, Energy Specialist Chris Porter, CHOC Energy staff and leadership for their assistance on this blog.
CHOC, founded in in 1984, has housed thousands of families throughout the Northern California region, from Davis to Sacramento to Woodland. CHOC’s holistic approach to housing has earned it an award-winning reputation for excellence, both in the design of our buildings and in the sustainable lifestyle our organization brings to communities. CHOC creates equitable communities for individuals, families, seniors and for those with special needs. Our success confirms that affordable housing is key to self-sufficiency and is achievable with enriching, supportive programs that give pride to residents, stabilize families and improve local economies.