1. Critical Medical Needs Program: A Utility-Agency Partnership NASUCA Annual Meeting Baltimore, MD November 13, 2017
Cynthia Riely
Director of Consumer Assistance
MARYLAND OFFICE OF PEOPLE’S COUNSEL
David Conn
BGE Energy Assistance Program Manager, Customer Operations

2. Critical Medical Needs Program (CMNP): What Is It?
An agency/utility partnership
Voluntary program
Not a regulatory program
Goal of program
Get expedited assistance to households
Continue or restore utility service
Focus is on households with medically vulnerable residents
Critical medical needs and loss of service
Loss of service may aggravate an existing serious illness
Loss of service may prevent the use of life-support equipment

3. CNMP Partners Maryland Office of People’s Counsel
State utility consumer advocacy agency
Cancer Support Foundation
Non-profit organization provides quality-of-life help and services to cancer survivors and their caregivers to maintain stability in their lives
BGE
Largest gas and electric utility in Maryland
Approximately 1.25 million electric customers and 650,000 gas customers in central Maryland
Assistance agencies and health care community

4. What’s the Problem?
We have existing resources and protections in Maryland
Energy assistance
Energy efficiency and HVAC repair/replacement
PSC service termination rules
But many challenges exist for households already stressed by medical needs
Reduced income and assets
Lack of information
Access to assistance programs due to medical conditions and ability to submit documentation
Coordination with utilities
Need for speed for households with serious medical problems

5. Shared Interests of CMNP Partners
Maintain or restore utility services
Avoid negative impacts on residents with serious medical conditions
Address build-up of utility bill arrears
Provide a streamlined process

6. Partner Agreements
BGE agrees to Company protocols with Navigators to provide a “Fast Track” Process through their CMNP Internet and Collection teams for continuation and restoral of services based upon customers self identifying:
Critical Needs Client Utility Form which includes customer account details is completed by Company within 2 hours of request for information
Continuation of service request for 30 day extension- 48 hours response, and Medical Certification form is sent to customer
Restoration request- 24 hours response and Medical Certification form is sent to customer
OPC and CSF agree to
Establish an informal case management model to assist customers with expedited processing of energy assistance and efficiency benefits
Coordinate with state and non-profit assistance agencies to establish expedited process for providing energy assistance and efficiency benefits
Provide outreach to health care and the energy assistance community about Navigator opportunities
Train Navigators

7. Partner Agreements State OHEP agrees to fast track program benefits
State DHCD agrees to fast track program review for HVAC repair and replacement, appliances, and other efficiency services
Health Care Navigators agree to process appropriate financial benefits - but primarily OHEP energy assistance
Fuel Fund of Maryland (FFM) agrees to fast track program benefits for CMNP customers and consider waiver requests for FFM assistance more flexibly
State Department of Human Services (DHS) is currently reviewing guidelines for expedited assistance from the Agency's supplemental energy assistance programs such as Emergency Assistance to Families with Children (EAFC), Flex Funds etc.

8. Role of Navigators Who Are They? What is Their Role in the CMNP?
CMNP Navigators are staff within the medical and energy assistance agency community, who are seeing customers at centers for medical treatment or other assistance
Navigators are located in hospitals, oncology centers, as well as public and private assistance agencies
What is Their Role in the CMNP?
Enroll in CMNP and receive training
Official Navigator training list is created for OHEP and BGE
Identify clients/patients with utility service needs
Fill out referral form and send to BGE for additional account information or service extension if needed
OPC and CSF management may be required to assist Navigators with request for service extensions and restorals
Send completed form to OHEP for expedited processing
Follow up with utility and OHEP as needed

9. Role of Utility Complete navigator intake forms w/in two hours
Fill in account status, amount owed, etc.
Grant service extension if permitted
Some accounts are too close to severance to withdraw
Respond to escalated requests for extensions
within two days if service on;
within one day if service off
D. Conn

10. Role of Local Agencies Respond to Navigator-referred clients quickly:
Within two days if service on
Within one day if service off
Assess client’s eligibility for assistance
Complete referral form and return to Navigator:
With certification decision, or
Request for additional forms/information
C. Riely

11. Energy Assistance Application Referral Process
* This OHEP energy assistance process for the CMNP applies to customers with or without service; however if service is not terminated, this flow chart explains that an OHEP 55-day hold is provided as part of this expedited application process.

12. Service is OFF What Can CMNP Do?
BGE has agreed to expedite service restoration
24-hour response to service restoration requests from CMNP partners
Service restoration with a financial plan
Currently only OPC possesses the willingness and expertise to provide the case management necessary to fully address off-service situations; regulatory issue management
Energy assistance/efficiency resource program review for numerous public and private assistance programs is needed
Funding Coordination of regulatory and energy assistance/efficiency resources is highly labor intensive

13. Step by step Client in need Request service extension
Make contact with medical “navigator”
Solicit account info. from BGE
Request service extension
Submit referral to OHEP
OHEP determines eligibility
Client receives grant
Utility service protected/-restored
Let’s acknowledge that this is the ideal. It doesn’t always work this way.

14. Challenges for OPC and other CMNP agencies
Program development is time-consuming
Coordination among utility, state agencies, non-profits and navigators is needed to deliver a seamless, effective program
Navigator outreach and training must occur across a large number of health care and non- profit organizations
Some Navigators are hesitant to be involved with more than assisting in energy assistance applications, as they note coordinating with a utility for assistance requests adds to their already overwhelming duties managing medical or other client services
Further coordination with BGE is necessary to ensure that all Navigators willing to communicate with the Company regarding restoral and restoration issues are provided with access to appropriate Program accommodations
OPC role must be more streamlined before program can be expanded in BGE territory or to other service areas
State agency resources are constrained

15. Opportunities and Benefits
Health and Safety. The CMNP fast tracks assistance to medically vulnerable utility customers and is outstanding example of a successful public/private partnership.
Assistance to Households in Crisis. The CMNP helps to assist households in distress from medical and financial pressures.
Outreach Vehicle. The CMNP provides outreach to the health care community and other agencies, and generates positive feedback from Navigators.
Model for More Comprehensive Regulatory Change. The CMNP model may encourage utilities and stakeholders to consider regulatory changes to address the needs of medically vulnerable utility customers and energy affordability generally.
Utility and ratepayer costs. The CMNP may help to lower collection/operating costs, reduced arrearages, avoidance of reconnection and deposit fees.
Partnership Opportunity. The CMNP is an example of a productive, cooperative public-private partnership

16. For more information Cynthia Riely Director of Consumer Assistance
MD Office of People’s Counsel
6 St. Paul Street, Suite 2102
Baltimore, MD
David Conn
BGE Energy Assistance Program Manager, Customer Operations

17. Appendix

18. Partner Agency Application Cover Sheet

19. Client Utility Intake Form

20. Critical Needs Process - BGE