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Inside Duke Energy’s Preparedness Model: Integrating Emergency Management and Business Continuity
In this webinar, Charles Poliseno of Duke Energy will share how the company integrates emergency management and business continuity into a single enterprise preparedness program. He will walk throu...
From Arrears to Action: Modern Credit & Collections Strategies for Utilities
As arrearages reach historic levels, utilities must rethink traditional credit and collections approaches. This session explores data-driven segmentation, proactive customer engagement, payment pla...
How DTE Reduced Weather-Driven Call Volume with BillWise AI
(Complimentary Webinar) Join DTE and Convey partnered with Chartwell as they share how BillWise AI helped proactively address weather-driven bill fluctuations, deflect avoidable calls, and support ...
Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
Emergency Management for Major Events: Innovation, Coordination, and Communication
Effective emergency management requires more than strong plans — it demands innovation, collaboration, strong internal processes and clear communication. In this wide-ranging discussion, learn how to strengthen relationships with community partners to improve coordination and reliability; how dedicated roles, such as an ETR manager, can bridge operational data with customer expectations; and how advanced aerial intelligence and asset data can enhance situational awareness and streamline response efforts. Walk away with practical strategies to elevate your organization’s emergency readiness and response.
Moderator:
Victor Fleites, Senior Consultant, Chartwell, Inc.
Victor Fleites served the utility industry for over 35 years. As the Emergency Preparedness Program Manager for FPL’s Customer Service Business Unit, he was responsible for projects directly related to hurricane preparedness and recovery such as business continuity planning, emerging technologies for customer communication during emergencies, and coordination of command and control for Customer Service during an emergency event. He also served FPL as a Distribution Engineer, Commercial / Industrial Account Manager, Power Quality Advisor and led teams responsible for Operational Excellence and Analytics. Mr. Fleites is a certified six-sigma green belt, a Certified Business Continuity Professional (CBCP) and holds a Bachelor of Science degree in Electrical Engineering from the University of Miami.
Panelists:
Shannon Murphy, Manager, Emergency Management & Business Continuity, Hydro One
Shannon Murphy is an accomplished emergency management professional with over 20 years of experience in public safety and utility operations. Starting her career as a paramedic with BC Ambulance Service, she has held many leadership roles in government emergency management response agencies. Currently she is part of a dynamic team of emergency management specialists with Hydro One. Her portfolios include internal training and external partnerships- including municipal, provincial and federal governments, and mutual-aid groups. Shannon’s work focuses on enhancing operational readiness, strengthening inter-agency collaboration, and ensuring effective responses to emergencies that impact critical infrastructure.
Chuck Chapman, Director, Emergency Management, Austin Energy
Chuck brings over four decades of real-world emergency and incident response experience across a truly unique range of disciplines—spanning military service, law enforcement, healthcare, and utility emergency management. He currently serves as the Director of Emergency Management for Austin Energy, where he leads strategic preparedness and response efforts for one of the largest publicly owned electric utilities in the United States.
Chuck’s career began in the U.S. Navy, where he served as a Missile Technician aboard submarines and as a recruiter. He completed a ten-year law enforcement career in California, before retiring and transitioning to healthcare, as a Registered Nurse. His nursing career has included work in surgical and occupational health settings, as well as public health emergency preparedness. In 2014, Chuck brought his diverse background to the field of utility emergency management, holding multiple leadership roles at Austin Water before moving to his current position with Austin Energy.
Academically, Chuck holds a Master of Arts in Security Studies with a focus on Homeland Security and Emergency Management from the Naval Postgraduate School, a Bachelor’s in Organizational Management, and an Associate of Science in Nursing. He’s a FEMA-certified instructor, a Type 3 All-Hazards Plans Section Chief and Train-the-Trainer, a Professional Continuity Practitioner, and a Certified Project Officer.
Chuck is also the author of a published thesis titled “Assumption and Adaptation in Emergency Response: Evaluating the Strategic Approach of the National Incident Management System.”
Brittani McClendon, Stakeholder Engagement Manager, Georgia Power
