Note:
Online registration is currently closed, but spaces are still available. If you would like to attend this event, please call NWPPA at 360-254-0109, and our staff will be happy to help you.
Who Should Attend:
Employees within the customer service, credit, and collections departments of public power utilities.
Related Event:
Do's and Don'ts of Customer Bankruptcy, August 6, 2019
Course Overview:
Serving mentally ill members can be challenging at best and dangerous at worst! Rates for people suffering from some form of mental illness or substance use disorders now exceeds those for heart disease and diabetes. Mental illness refers to a wide range of mental health conditions — disorders that affect mood, thinking, and behavior, including anxiety and mood disorders; schizophrenia spectrum disorders; and substance abuse and dependency. With cuts in funding for out-patient and in-hospital treatment, the people who are suffering many times do not receive the treatment they so badly need.
Customer service representatives need guidance and special skills to more fully understand the nature of mental illness, and to sort out their own emotions, so they can deal with and serve these members. Because, regardless of how challenging people with severe mental illnesses can be to serve, it is important to recognize they are also customers and deserve respect and equitable service. It’s also important to be able to diffuse and de-escalate situations if the need arises. This one-day session will provide attendees with a different perspective on mental illness and strategies to better serve customers with these issues.
Course Instructor:
Debra Ballard, Continuum Education + Training
Course Schedule:
Registration will begin at 8 a.m., and the class will run from 8:30 a.m. to 4:30 p.m. Lunch, as well as morning and afternoon breaks, will be provided.
Course Location and Hotel Information:
Heathman Lodge
7801 NE Greenwood Drive
Vancouver, WA 98662
(360) 254-3100
No rooms have been blocked for this meeting. Please call the hotel and mention NWPPA to receive our corporate rate.
Course Fees:
Utility Member Early Bird (ends 7/07/2019): $360
Utility Member Standard: $435
Associate Member Early Bird (ends 7/07/2019): $540
Associate Member Standard: $615
Non-member Early Bird (ends 7/07/2019): $1,080
Non-member Standard: $1,155
Cancellation Policy:
Cancellations are accepted, with full refund, if request is made at least 30 days prior to the course. Within 30 days, fees are as follows: 15-29 days, $100; 1-14 days or "no show," 100 percent of registration fee. When possible, please send a substitute instead of canceling. NWPPA does not charge a fee for substitutions.
Continuing Hours:
This course qualifies for six continuing hours. Certificates are issued upon full completion of the course.