Event Profile

Credit and Collections Issues Workshop

April 23, 2024
Northwest Public Power Association

Who Should Attend:

Customer and member service representatives and anyone who wants to understand the latest credit and collections best practices.

Workshop Overview:

Public utilities are critical hubs for their communities, serving homes, businesses, industries, and people. What you provide and do is important to the lives and livelihoods of your customers. A utility relies on each customer paying a fair and equitable share of energy costs through monthly billing. And yet, at any given time, some of your customers will be experiencing difficult challenges.

This workshop will be a space for you to share and find resources, partners, assistance techniques, and innovative customer services. Additionally, this workshop will provide a foundational understanding of what goes into rates and will include easy and conversational ways for you to communicate rate information, even in the most challenging of situations. With a strong understanding of these concepts, you will experience some of the most rewarding scenarios in helping your customers through a difficult time. You will also discover methods for interacting with customers who seem angry or disrespectful, expect others to carry their fair share, who can’t get out of the cycle of being behind on their payments, and/or who are on the disconnect list almost monthly.

Workshop Topics:

In this workshop, you will:

  • Discuss the importance of onboarding customers in a way that helps them see the public utility difference and explore examples of ways to do this at your organization.
  • Learn proven practices that proactively support the challenges that go along with late payment situations.
  • Experience effective responses, processes, and procedures that support policies during difficult situations as well as support the needs of you as an employee.

Course Instructor:

Teri Wallis, Terilyn Wallis Consulting

Course Schedule:

Registration will begin at 8 a.m. Pacific Time, and the class will run 8:30 a.m. to 4:30 p.m. Lunch, as well as refreshments, will be provided.

Course Location:

Northwest Public Power Association
9817 NE 54th Street, Suite 200
Vancouver, WA 98662
(360) 254-0109

Suggested Hotels:

Heathman Lodge
7801 NE Greenwood Dr, Vancouver, WA 98662
(360) 254-3100
Ask for the NWPPA rate for 15% off advertised prices.

Course Fees:

Utility Member Early Bird (ends 3/23/2024): $660
Utility Member Standard: $735

Associate Member Early Bird (ends 3/23/2024): $990
Associate Member Standard: $1,065

Non-Member Early Bird (ends 3/23/2024): $1,320
Non-Member Standard: $1,395

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.

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) 254-0109.

Continuing Hours:

This course qualifies for 6 continuing hours. Certificates are available upon full completion of the course.

For More Information:

To find out more about this event, or to learn about other events, view the Training and Event Catalog.