Who Should Attend:
Customer/member service, credit, or collections employees, supervisors, and managers.
Related Events:
Optional pre-conference event—Emotional Intelligence: Honing the Skills That Drive Influence, Oct. 9, 2023
Conference Overview:
Join your colleagues at NWPPA's annual conference that focuses on the 3 C's: customer service, credit, and collections.
Highlights in 2023 include Kayla Curry exploring how to use trust as a foundation for influence and how to have crucial conversations that push progress while preserving relationships; Debra Ballard presenting on best practices in the credit, collections, and disconnection process and keeping your S.P.A.R.K. in stressful times; Carol Weltz taking a look at the financial realities of many in the communities we serve; and Lenny Borer sharing methods for navigating challenging communication.
Throughout the conference, subject matter experts and utility members will share their knowledge and experience on current key issues in the customer service, credit, and collections arenas. We will gather in beautiful Spokane, Washington, where you will build relationships with others in your field and have fun at the evening networking reception and optional dinner outing.
To maximize your travel budget and experience, we encourage you to also sign up for the half-day pre-conference workshop, Emotional Intelligence: Honing the Skills That Drive Influence, on Oct. 9. This workshop, led by conference speaker Kayla Curry, will help you understand the components of emotional intelligence and how to utilize these strengths to better guide interactions with your team and enhance group dynamics. Separate registration will be required.
Conference Agenda:
Tuesday, October 10
7:30–8:30 a.m. Breakfast and registration
8:30-8:45 a.m. Welcome
Roy Cevallos, NWPPA; Dee Anne Wunder, Tillamook PUD; Kellee Merrill, Northern Lights, Inc.
8:45–10 a.m. Trust: My Foundation of Influence
Kayla Curry, Organization Impact
10-10:15 a.m. Break
10:15 a.m.-noon Trust: My Foundation of Influence (cont.)
Kayla Curry, Organization Impact
Noon-1 p.m. Lunch
1-3 p.m. Crucial Conversations: Pushing Progress While Preserving Relationships
Kayla Curry, Organization Impact
3-3:15 p.m. Break
3:15-4:45 p.m. Crucial Conversations: Pushing Progress While Preserving Relationships (cont.)
Kayla Curry, Organization Impact
4:45-6:15 p.m. Networking reception
Wednesday, October 11
7:30-8:30 a.m. Breakfast
8:30-10 a.m. Better Understanding the Struggle in Households With Low Income
Carol Weltz, SNAP
10-10:15 a.m. Break
10:15 a.m.-noon Understanding the Credit, Collections, and Disconnection Process
Debra Ballard, The Ballard Group
Noon-1 p.m. Lunch
1-3 p.m. How to Keep and Use Your S.P.A.R.K. in Stressful Times
Debra Ballard, The Ballard Group
3-3:15 p.m. Break
3:15-5 p.m. How to Keep and Use Your S.P.A.R.K. in Stressful Times (cont)
Debra Ballard, The Ballard Group
6 p.m. Optional dinner in small groups
Thursday, October 12
7:30-8:30 a.m. Breakfast
8:30-9:30 a.m. Roundtable discussions
9:30-11:50 a.m. Challenging Communication
Lenny Borer, Borer and Associates
11:50 a.m.-noon Adjournment
Conference Schedule:
Registration will begin at 7:30 a.m. Pacific Time, and the conference will run from 8:30 a.m. on Oct. 10 and end at noon on Oct. 12. Breakfasts (all three mornings), lunches (the first two days), and morning and afternoon breaks will be provided.
Conference Location:
The Historic Davenport Hotel
10 South Post Street
Spokane, WA 99201
(509) 455-8888
Special room rate: $175, valid until 9/19/2023
Conference Fees:
Utility Member Early Bird (ends 9/10/2023): $920
Utility Member Standard: $995
Associate Member Early Bird (ends 9/10/2023): $1,380
Associate Member Standard: $1,455
Non-Member Early Bird (ends 9/10/2023): $1,840
Non-Member Standard: $1,990
Note: Organizations that register a group of employees will receive every fifth registration for free. For example, if you register five employees, you only pay for four; register 10 employees, you only pay for eight; and so on. There is nothing additional you need to do to receive this discount.
Sponsors:
Silver Sponsor
Supporting Sponsor
Supporting Sponsor
Cancellation Policies:
For webinars, virtual classes, and section meetings: cancellation at least five days prior to the event, full refund; within 1-4 days or no show, 100% of the registration fee.
For in-person events: cancellation at least 30 days prior to the event, full refund; within 15-29 days, $100 fee; and within 1-14 days or no show, 100% of the registration fee.
When possible, please send a substitute instead of canceling; NWPPA does not charge a fee for substitutions. To request a refund, please email registration@nwppa.org or call (360) 816-1457.
Continuing Hours:
This course qualifies for 12 continuing hours. Certificates are issued upon full completion of the course.