Reimagining Low-Income Program Enrollment: Meeting Customers Where They Are
The most persistent gap in utility assistance programs is identification and enrollment of eligible customers who never apply. This session explores utilities that have cracked the enrollment challenge through proactive outreach, data-sharing partnerships with social service agencies, and effective use of data analysis. The emphasis should be on finding customers, not on what happens after they’re enrolled. Participants will hear how utilities have successfully used Energy Burden data analysis and simplified data exchange partnerships with public agencies to drive for streamlined and highly effective program qualification and enrollment.
Moderated by: Pat Ricks, Senior Consultant, Chartwell Inc
Pat Ricks joined Chartwell in October of 2021 as a Senior Consultant and has focused much of his time developing the framework for and now leading the Vulnerable Customer Leadership Council. Prior to joining Chartwell, Pat retired from Entergy in April of 2021 following a 36 plus year career that included experiences in electric and gas operations and engineering, customer innovation, commercial and industrial account management, smart grid strategy, customer research and customer experience. Over the course of his 10 years in customer experience, Pat lead the development of Entergy’s strategy and tactical programs designed to improve company’s service to its vulnerable customers.
Panelists:
- Kathrine Nichole Long, Community Engagement and Marketing Leader, Pacific Gas and Electric Company
Kathrine Nichole Long is a community engagement and marketing leader at Pacific Gas and Electric Company, where she serves as Principal, Community Outreach Marketing. With nearly two decades of experience spanning community relations, customer engagement, government partnerships, and operations leadership, she has built a career around fostering collaboration and strengthening communities. At PG&E, Nichole leads outreach initiatives that connect customers with programs and services through strategic partnerships with community-based organizations. Previously, she managed employee engagement and charitable giving programs and held roles in customer relationship management and government affairs. Before joining PG&E, she spent eight years at C.H. Robinson, leading operations, customer relationships, and community involvement initiatives.”
- Wendy Kutz, Senior Marketing Specialist, ComEd
Wendy Kutz is a Senior Marketing Specialist at ComEd with more than two decades of experience in marketing communications, brand management, customer engagement, and program promotion. She leads the development and execution of marketing strategies that support customer programs, operational initiatives, and community outreach efforts across the utility sector. Known for her collaborative approach, Wendy has worked across communications, customer service, regulatory, and legal teams to deliver impactful campaigns and customer-focused solutions. Her background includes extensive experience in content development, events, digital communications, brand management, and stakeholder engagement, helping connect customers with programs that drive value and awareness.
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