Washington State’s Snohomish County PUD recently hosted a Community Partner Coalition luncheon at its headquarters in Everett, Wash., to bring civic leaders together and discuss a wide range of topics including best practices for expanding partnerships through data sharing.
The event included an open forum discussion and a keynote address from PUD Chief Customer Officer John Hoffman.
“Addressing the diverse needs of our customers is essential, and we’re proud to connect partners across Snohomish County to turn fresh ideas into action,” he said.
The Community Partner Coalition was created by Snohomish County PUD as an opportunity to bring together organizations across the county that share a deep commitment to supporting the county’s community.
The PUD is uniquely positioned as the only entity in Snohomish County that touches every household, which makes it a natural facilitator for convening community partners. The PUD’s goal is to create a space “where we can collectively discuss challenges and opportunities in serving our mutual customers,” noted Melissa Wilch, the PUD’s Energy Assistance Program Manager.
The Community Partner Coalition Luncheon covered a wide range of topics, including program awareness and accessibility, support for seniors and other vulnerable populations, and best practices for expanding partnerships through data sharing.
“One of the most discussed and challenging issues was how we, as facilitators, can streamline processes to leverage the great work each organization is doing—reducing red tape, frustration, and redundancy for the customers we all serve,” Wilch said.
Some key takeaways from the discussion were:
- Increase program awareness and accessibility – many customers are unaware of available discount programs. Improve outreach through schools, senior services, and community partners. Consider simplifying the application process and provide hard copy forms for those with limited internet access.
- Support seniors and vulnerable populations – Seniors often hesitate to seek help. Communications should emphasize fair and equitable rates versus ‘assistance’. Consider expanding mobile services for seniors unable to visit offices.
- Expand partnerships and collaboration – Strengthen relationships with food banks, shelters, resource centers, and other agencies.
- Promote financial assistance and payment flexibility programs – Encourage vulnerable populations to seek help before a crisis occurs by publicizing payment plan options, deposit waivers and grant opportunities for those facing financial hardship.
- Improve data sharing and resource directories – Work with agencies to enhance resource directories and consider the creation of a community calendar for events and resource sharing.
Hoffman’s participation and keynote address “truly set the tone for Team PUD to shine. From an executive leadership perspective, John warmly welcomed our guests and quickly reinforced PUD’s commitment to collaboration with our community partners in alignment with our core strategic values. He shared the profound impact these partnerships and the commitment to work collaboratively can have for our customers,” Wilch noted.
“Connecting with our customers is more than a goal, it’s a commitment. We’re working across the spectrum to make those connections meaningful. From welcoming customers into our space, to meeting them right where they are, we’re taking action,” she said.
“You’ll find us at senior centers hosting tabling events, at back-to-school celebrations, and at resource fairs across the county. We’ve even established a regular presence at the Carl Gibson VOA Center to engage directly with seniors as well. Through partnerships with Snohomish County Human Services, we deliver hands-on workshops that enroll customers in programs on the spot,” she added.
“This is our driving force… to make meaningful change and provide the best utility experience we can. We’re always looking for ways to increase community involvement and innovative ideas for reaching our customer base.”
