On March 11, President Donald Trump addressed the nation on the COVID-19 pandemic and the types of protections necessary to reduce the spread of infection. Soon after, schools closed across the country and many employees began working from home, juggling childcare, homeschooling and their jobs. Small businesses struggled to stay open, and unemployment applications hit a record 3.3 million. By early April, that number had doubled.
“Many Americans are currently facing unprecedented hardships,” said Karen Harbert, president and CEO of the American Gas Association. Natural gas utilities promptly responded, announcing suspensions in disconnecting customers from their natural gas service, in order to help assure their essential role in providing heat, fuel for cooking, clothes drying and hot water for Americans adjusting to a new normal.
Taking it even further, utilities large and small have made extraordinary efforts to lend a hand in their local communities, support the vital role of health care workers and protect the vulnerable. This story represents just a snapshot of the great work—large and small, recognized and unrecognized—being done by utilities and their employees to keep families as safe and healthy as possible.
When the COVID-19 pandemic began closing down small businesses in Jackson, Michigan, Consumers Energy President Patti Poppe started to grow concerned.
She was born and raised in Jackson County and now lives in Napoleon Township. These were businesses she knew well—from The Blue Julep (“the best cookies and cakes in the state”) to The Village Peddler and Gilbert Chocolates. Even though the closings were announced as temporary, Poppe knew the reality of the fine line that small business owners often tread.
She also knew help was needed sooner rather than later. So, after talking it over with her husband, Eric, an engineer for General Motors at Milford Proving Ground, the Poppes made a transformative gift: a personal donation of $1 million to the Jackson Community Foundation to establish the Dream Maker Small Business Emergency Relief Fund.
The fund is designed to provide immediate help to small businesses in Jackson County with 50 employees or less. It would meet needs such as rent or operational expenses until businesses were able to access state or federal resources. The fund also would provide access to counselors who could help businesses locate those resources.
The Poppes made their announcement on March 23; within a week, the fund was distributing its first grants, at a maximum of $5,000 for each grant. As of early April, 130 grants had been distributed. One of Patti Poppe’s favorite moments was an email she received from a business owner describing the fund as an answer to prayer.
“We believe that to whom much is given, much is expected,” said Eric Poppe. “We all know that at the heart of any community are small businesses within it, and our hearts are with those small business owners during this unprecedented time.”
“We say all the time, ‘No one can do everything, but everyone can do something,’ and we hope our fund can help make the dreams of many survive this crisis,” Patti Poppe added. “At this time, we don’t have a dream bigger than that our beloved small businesses in Jackson County can weather this storm. … [It’s] a mission that aligns perfectly with Consumers Energy’s commitment to Michigan’s prosperity.”
As early as March 9, media such as The New York Times were reporting that hospitals were experiencing shortages of a specific type of respirator mask—the N95—as the outbreak in China depleted global supplies and manufacturers scrambled to ramp up production. As more reports came of health care workers forced to reuse masks and of volunteers crafting homemade masks and face shields, utilities across the nation stepped forward.
Masks are part of every utility worker’s toolkit, whether used during construction or in response to an emergency call. For Andy Vesey, Pacific Gas & Electric Company CEO and president, his company’s donation of 20,000 N95 masks and 20,000 surgical masks directly to Kaiser Permanente’s Livermore receiving center for that hospital’s immediate and critical need—along with 480,000 N95 masks and 470,000 surgical masks to the California Governor’s Office of Emergency Services, or Cal OES—was just this: “It’s the right thing to do.”
Employees are also collecting masks and other equipment from their personal emergency kits to donate to hospitals and first responders in their local areas.
Deanna Contreras, media representative at PG&E, says the utility initially heard of a supply need at Kaiser Permanente and acted quickly to help. Through that effort, PG&E realized it could make a much larger donation and contacted the Cal OES for guidance.
The utility says it will continue to donate as many masks as possible, maintaining enough supply to ensure its field workers stay safe during the upcoming fire season and while performing other emergency services.
“As a company and as individuals, we recognize the need to support the medical community and all they’re doing to help safeguard the health and safety of our fellow Californians,” said Vesey. “This crisis is unprecedented, but we know that our path forward requires us working together and helping medical professionals and first responders on the front lines of the pandemic. Helping our state and local communities is part of who we are at PG&E.”
Meanwhile, in New Jersey, PSEG donated more than 50,000 N95 respirator masks to one of the state’s largest health care systems.
“We recognize the dire need that the medical and first responder communities are facing, and we are eager to share our supplies,” PSEG Chairman, President and CEO Ralph Izzo said. “This critical staff is on the front lines in the drive to contain the coronavirus outbreak, and we want to do whatever we can to support their lifesaving mission.”
New Jersey has also established a central repository to receive and distribute essential supplies to health care workers and first responders across the state. Izzo said the utility hopes to be able to offer further donations as it evaluates its inventory, relative to ensuring its employees continue to have the appropriate personal protective equipment to respond to emergency situations.
“PSEG proudly aims to build thriving communities and support the environment, safety, education and workforce development, diversity and inclusion, and the places where we live and work,” said Marijke Shugrue, communications executive at PSEG. “Donating these masks is just another way we can show our support.”
More recently, through its foundation, DTE Energy donated more than 50,000 KN95 masks to the Detroit Police Department, the Highland Park Police Department and hospitals across metropolitan Detroit and greater Michigan, as well as 100,000 KN95 masks to hospitals in southeast Michigan. It also has 2.3 million masks on order, with plans to donate them; the distribution of these masks will be through the State of Michigan’s Emergency Operations Center and county emergency managers.
Like many utilities, Southwest Gas has modified its practices—including social distancing, more use of personal protective equipment and frequent sanitization—to ensure the maximum safety of its customers and employees.
That was put to the test during a service establishment request from a customer who had tested positive after exposure to COVID-19. “Our customers who have health-related challenges, temporary or long term, are often the very customers who rely on us most to provide care and comfort in their homes,” said John Hester, Southwest Gas president and CEO.
Ralph Low, a customer service supervisor in Southwest Gas’ southern Nevada service area, was able to speak with a family member of the customer ahead of time so the customer could prepare for the service call and know what to expect from technicians. Low reviewed safety protocols, including asking the customer to remain in a back room and opening doors and windows for better air circulation in the house. The Southwest Gas team would also practice social distancing, standing 6 feet apart; disinfect as they went along; not pass around any paperwork; and wear personal protective equipment.
Instead of trepidation, Low and customer service technician Anthony Perrucci took a unique perspective. “We had one thing in our mind—that was to make sure that we took care of our customers, because we have a job to do, and that’s what we did,” said Perrucci. “If I knew one person who needed hot water, it was her, and that was the only thing really going through my mind.”
“Ultimately, our goal is to provide a safe and reliable service to our customers, especially now, when they’re home and they need comfort. They need natural gas to cook their food, clean their clothes, to provide heat when it’s cool, to sanitize their clothes through washing and drying,” said Low.
“As more and more of us are spending increased time at home as we follow the guidance of public officials, we realize [customers] are probably relying on us more than ever before,” said Hester. “This is not a responsibility we take lightly.”
At the time of this writing, Trump had just extended federal social distancing guidelines to April 30, and the landscape of the COVID-19 pandemic in the U.S. was continuing to change hourly. As people remained separate, communities came together and utilities continued to embrace their essential role. “Natural gas companies are part of the communities they serve,” said Harbert. “This can be felt today more than ever.”
Staying Ahead of Scams
“Scammers take advantage of opportunities such as natural disasters and other disruptive scenarios when households are otherwise preoccupied.”
It’s a statement that Utilities United Against Scams has placed front and center on its website. Even more bluntly, according to UUAS, “Scammers are targeting utility customers due to COVID-19.”
Pandemic-related scams are taking many forms, including:
Jared Lawrence is the founder and chairman of UUAS and vice president of revenue and metering services for Duke Energy, which includes Piedmont Gas. Like other utilities, Duke has been active on social media, warning customers about scams related to COVID-19. It also has included information about scams on its FAQ page, urging customers to hang up and call Duke’s customer service line if they receive a call they think is a scam and to always look for proper identification before letting anyone saying he or she represents a utility into their home.
“Like other utilities, Duke Energy has widely publicized our suspension of disconnections and other assistance measures for all customers to help them cope with the economic fallout from the pandemic,” said Lawrence.
Those communications are working. “While scammers are continuing to target our customers, I checked our scam report database and noted that since we announced those accommodations, the number of reported losses has dropped drastically,” he said. “The deception rate over the last three weeks has dropped below 3%, whereas it has typically run 5% to 6%. So, clearly, customers are hearing that we are not disconnecting customers, and therefore they are recognizing the scams more readily.”
With Generous Hearts
During this uncertain time, natural gas utilities nationwide have stepped forward with gifts to help lift some of the anxiety and stress from their communities. Here are just a few of those efforts.
Ameren: $1 million through its Ameren Missouri Coronavirus Income Relief Program for energy assistance and $500,000 through its AmerenCares charitable trust to support relief efforts in Illinois and Missouri.
American Gas Association: Up to $300 match per employee to a charity of his or her choice.
Atmos Energy: $1.5 million from the utility and the Robert W. Best Charitable Giving Fund to local food banks.
CenterPoint Energy: $1.5 million COVID-19 Relief Fund through its foundation.
Consumers Energy: $500,000 through its foundation to the Food Bank Council of Michigan and the Michigan Association of United Ways.
Duke Energy: $1.3 million through its foundation for health and human services and hunger relief for the seven states in the utility’s service area. The utility is also giving its employees $100,000 through one-time grants from its Relief4Employees program; a $1,500 stipend for unplanned expenses; and five additional personal days for employees whose dependent care is disrupted.
Dominion Energy: $1 million through its charitable foundation for coronavirus relief efforts nationally and in its local communities.
DTE: Through its foundation, matched all donations to the Michigan Association of United Ways and Michigan Community Action between March 31 and April 16.
Exelon: $1.15 million from the corporation and its family of companies to national and local relief organizations in five states and the District of Columbia, plus $2 million from the Exelon Foundation, ComEd and Exelon Generation to the Illinois COVID-19 Response Fund.
National Grid: $500,000 to support customers directly and for community-based organizations. The utility’s Customer Advocates are also available to customers for crisis intervention support.
New Mexico Gas Company: $150,000 to the New Mexico Association of Food Banks.
Nicor Gas: $1 million to Illinois nonprofits providing energy assistance and supporting food insecurity relief, family services and the homeless.
NiSource: $1 million through its charitable foundation to local chapters of the American Red Cross in its seven-state service area. In Ohio, Columbia Gas and other local companies are also matching 50% of gifts to the United Way of Central Ohio Community Response Fund.
ONE Gas: $250,000 through its foundation to nonprofits in Oklahoma, Kansas and Texas.
PG&E: $1 million from the utility and its corporation foundation to nonprofits supporting individuals and families with food insecurity and to small businesses.
Piedmont Natural Gas: $10,000 to CLTgivePPE for safety masks for Charlotte, North Carolina, health care professionals.
San Diego Gas & Electric: $1 million to seed the San Diego COVID-19 Community Response Fund.
Southern California Gas Company: $1 million to nonprofit organizations throughout its service area to support the region’s workforce, feed the hungry and provide bill assistance to customers most affected by the coronavirus. Plus, the SoCalGas CAREs campaign, to educate customers eligible for the utility’s California Alternate Rates for Energy program to save 20% on monthly natural gas bills.
Southern Company Gas: $2.5 million through the utility, its foundation and subsidiaries for relief work in California, Illinois and five Southern states, with a major focus in Georgia to support low-income families, particularly the elderly.
TECO Peoples Gas: $1 million with Tampa Electric to local charities.
Unitil: $225,000 for the Unitil Customer Assistance & Recovery Effort fund, community action programs working in Unitil’s service territories and COVID-19 programs at agencies.
The American Gas Association is also encouraging members to use the hashtag #FuelingOurCommunities to highlight how they are giving back during the pandemic.