1. 2013 AGA/EEI Customer Service Conference
Planning for the Next Disaster-What Happens When All Customers Become at Risk in an Instant?
Human Service Agency Coordination
Sadie John Kroeck
Director, Customer Relations
Peoples Natural Gas Company LLC

2. Peoples Natural Gas Company LLC
Peoples Natural Gas and Peoples TWP serve more than 420,000 customers in southwestern Pennsylvania.
Founded in 1885, formerly part of CNG and Dominion, Peoples was acquired by SteelRiver Infrastructure Fund North America LP in February,
Peoples serves more than 350,000 customers in a sixteen county area.
SteelRiver acquired TW Phillips Gas Company in adding more than 60,000 customers in six counties.

4. Human Service Coordination-Outline
History
Action Plan
Teamwork
Mobilizing Resources
Follow up/Outcomes

5. History
What prompted our involvement from a human services standpoint?
Series of incidents-some affected individuals; others affected larger areas.
Approach from a human/social services standpoint:
Peoples has a trained social service staff
Emphasis on lending a helping hand
Did not discuss any liability issues
Not legal or claims

6. ACTION PLAN
Work closely with field operations and local emergency responders.
Establish points of contact in social service community.
Participate in all team meetings-provide updates.
Develop communications for customer service center.
Staff special 800 number as appropriate.

7. Teamwork
Maintain open lines of communication with internal and external populations.
Serve as key contact for affected populations:
Personal visits, such as door to door as appropriate
Letters
Telephone calls
Coordinate with Emergency Responders such as Fire Department, Red Cross, Salvation Army.
On site for customers
Provide accommodations and meals as necessary
Examples:
Distribute carbon monoxide detectors
Goodwill credits

8. Mobilizing Resources
Maintain up to date list of contacts, including emergency numbers.
Provide referral and safety information to families.
Keep agencies up to date on the situation.
Inform affected parties of any public meetings.
Coordinate resources—single point of contact.

9. Follow-up/Outcomes Thank you notes-both to employees and responders.
Donations to key organizations.
Examples of mobilizing “after the fact:”
Volunteer activities
Assisting nursing home employees
Provide meals on clean up day
Volunteer clean up day

10. Volunteer Follow Up Volunteer day at Nursing Home.
Volunteer day at customers’ homes.

11. Flood Clean Up Day

12. Questions???
Thank you!
Contact Information: