BRIDGING THE OUTREACH GAP of AFFORDABILITY PROGRAMS August 7, 2018

Transcription

1

2 BRIDGING THE OUTREACH GAP of AFFORDABILITY PROGRAMS August 7, 2018 Koscina Reynolds MetroCare Program Administrator City of Richmond, VA Department of Public Utilities

3 Community Enrichment People experiencing poverty or homelessness constitute a significant portion of individuals in many areas of the country today. This population provides Richmond with an important opportunity to change lives. As the numbers of poor children, adults, and families in America rises, so does the urgent need for communities to effectively respond to their needs.

4 Richmond City, VA Population: 227,032 (2018) Homeownership Rate: 41.4% (Nat l Avg. 63.6%) Median household income: $41.2k Unemployment Rate 3.9% Poverty Rate: 25.6% Data USA Source: Thad Williamson, City of Richmond Office of Community Wealth Building

5 DPU Combined Customer Impacts Typical Residential Customer Existing Proposed $ Change % Change Water $ $ $ (3.70) -9.5% Wastewater % Stormwater % Natural Gas % Combined $ $ $ (2.09) -1.4% Water & Sewer Avg. Single Family Residential Stormwater Residential Customers Gas Residential Customers

6 Factors Affecting Customer s Ability to Pay Loss of Household Income Change in Water Usage / Higher Water Bill Utility Rate Increases Unexpected Expenses in Non-Discretionary Items Plumbing Problems / Leaks Change in Family Composition

7 MetroCare Water Assistance is DPU s year-round program which provides discounted fees and charges to those in need of assistance paying their residential water bills. Established in July 2015 to support the needs of at-risk customers. Approved by City Council, the program is funded with a portion of the City s general fund revenues. Administered through a network of community-based social services agencies.

8 MetroCare Program Assistance - Statistics Program Years: July 1, June 30, 2018 Applications Processed 1,084 Applications Approved 890 Applications Denied 194 Total Discounts Applied $278,988 8

9 MetroCare Program Assistance - Overview Approved Applications Decreased 39% Overall Denials: Year 2 Decreased 48% Year 3 Increased 25% Direct Reduction in Approved Funding Decline in Partnering Opportunities 9

10 Barriers to Program Entry Third-Party (Agency) Participation Lack of Program Awareness Limited Access to Information Resources Eligibility Requirements Perceived Stigma of Receiving Public Benefits Insufficient Documentation from Applicant Ethical Dilemma Is Information Factual? Are Customers Truthful? Bill Payment History

11 Eligibility Valid Identification o Only Account Holder May Apply Income ototal Household Income > Established Thresholds Verifiable Residency Status Support for Members Living Within Household

12 Income-Based Program Household Income overification otemporary Losses vs. Earnings Potential ozero Income oomissions Household Size ovs. Water Usage ovs. Income/Expenses

13 Ethical Dilemma Suspicious Identity Verifiable Income - Requirements Consumption Contradicts Household Makeup Fact or Fiction? Documented Income Transferred / Unpaid Balances osubletting is not allowed oprevious account established in minor child s name Fraudulent Leases

14 Payment History Billed Charges vs. Payments Received Passive Customer Activity Non-Payment of New Services Broken Payment Arrangements Consistently Late/Missed Payments Charged-Off Balances Ineligible Too Late to Apply Services Disconnected Balance Too High for Recovery

15 Helping or Enabling? Short term Assistance Becomes Long-term (repeat customers) Ignore Policy/Procedures to Accommodate Extremely Delinquent Accounts? Delinquency Status Leads to Charge-offs to Bad Debt

16 Barriers to MetroCare s Program Outreach Lack of Presence Within the Community Internal Agency Communication Limited 3 rd -Party Participation / Intake Agencies Need for Streamlined Application Processes Prioritization of Pre-Existing Assistance Programs Complacency of Program Administration

17 Barrier: 3 rd Party Admin. Challenges By Appointment Only Over-worked, Under-Staffed Multiple Programs to Manage Staff Turnover Compliance Issues Leveraged State Resources Implementation Program Performance Outcomes

18 MetroCare Water Program - Recommendations Enhanced IT Tools to Allow for Exchange of Information Direct Staff Engagement Partner with Housing Network Community Coordination, Planning & Partnerships Focused / Digital Outreach Tiered Assistance Levels o Seniors / Disabled o Households with Minor Children o Unique Financial Hardship picqurey.com

19 Long-Term Solution Achieve Water Management Goals Fosters Accountability Reduce Water Costs Bridging the Way to Conservation

20 Thank You Photo Credit: Will Fisher