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Home Energy Management Service Champions
Content current 12/12/19 Anne Armansin [email protected] Not to be reproduced without permission
More Champions will help lighten work load for your regionPlease register expressions of interest from you and those within your network by return email to [email protected]
Will be offered personal training and support to assist SVdP clients in their area of care who require assistance with their energy accounts.
• Learn how to read energy accounts to determine type of assistance required that may include tailored:
• Billing reviews (tariff connections, seasonal consumption patterns, application and comparison of various tariff and supply charges or discounts offered.
• Energy efficiency information and advice
Companions may simply assist clients by forwarding completed ‘authority to act’ and ‘basic budget forms and send to us with a copy of the latest energy account (all pages) – mobile phone pictures or pdf documents suitable.
More information: Anne Armansin [email protected]
Champions to help clients access hardship programs and other assistanceHEMS champions will learn how to: • Conduct energy related discussions with clients to manage payment assistance expectations and promote benefits of an advocacy service designed to help them get back on track and control this regular household expense.
• Review accounts to identify opportunities to save energy and money; present tailored action options to pay for ongoing energy use, avoid growing debt and minimise costs
• Advocate on behalf of clients when speaking with their energy provider or completing details to: • Seek entry to their energy retailer’s hardship program
• Agree to enter into an affordable payment plan and pay regularly via CentrePay• Avoid extra fees and charges, phone calls from debt collectors and disconnection of supply
• Apply for concession entitlements or payment assistance from the QLD Govt HOME ENERGY EMERGENCY ASSISTANCE SCHEME (HEEAS)
• HEEAS provides up to $720 fee relief (with conditions)• HEEAS is designed to help account holders who have paid a range of unforeseen, unexpected household expenses or have
had a significant decrease in household income in the last twelve months • Expenses incurred may include the purchase or repair of washing machines, refrigerators, car repairs or new tyres (ideal for
receipts to accompany application forms)• Seek a better deal or change energy providers
• Perhaps your energy provider can be persuaded to offer a deal with lower pricing or a guaranteed discount (SEQ area only)• It is not wise to change energy providers if you are unable to pay your account
• Enter each case report into CARE system and HEMS spreadsheet (necessary for reporting purposes)• Share success stories or items of interest or concern with steering committee for promotion or further action
C:\Users\Anne\Desktop\aaa St V de P\ECA\interested vincentians\HEMS in your area\HEMS Champion Role overview.pptx
Content current 12/12/19 Anne Armansin [email protected] Not to be reproduced without permission
All actions in accordance with
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Companion conversation suggestions • Hello xxx, I’m/we’re from St Vincent de Paul Society. My name is Anne (and this is Fred). Do you need assistance to manage your energy accounts? Or I/we understand you need some assistance to manage your energy accounts.
• Do we need an interpreter to help us to communicate? Language? (TIS)• May we see a copy of your account
• Identify account is in companion’s name• What are you seeing, disconnection advice, overdue notice, electricity account
• Please tell us why you are unable to pay this account? (Income / Expenses)• Have you claimed payment assistance from the Home Energy Emergency Assistance Scheme in the past two years? If no, have you paid any unexpected expenses over the past 12 months / loss of income (HEEAS)
• We can review your accounts, check you are receiving any due concessions and are on a fair plan.
• We can also help you to speak with your energy provider to arrange a suitable payment plan, seek entry to their hardship program and offer energy efficiency advice if required.
Content current 12/12/19 Anne Armansin [email protected] Not to be reproduced without permission
Interpreter service contact sheetInterpreting Service Procedure
• Call 1300 655 070 to connect to ATIS.
• You will be asked to say and confirm the language interpreter you need, before requesting the preferred gender of your interpreter and your ATIS account client code C346247 and Conference details (e.g. St Mary xxxx Conference).
• Once ATIS connects you with an interpreter you will be provided a job number. Write this number down as a record of the call, in case you have any follow up enquiries and include the TIS Job No. and language detail with the case report in CARE.
• If you experience issues during your ATIS interpreting session, press 0 on your keypad and you will be connected to a TIS National operator for assistance.
How to get the most out of your interpreting session
The interpreter’s role is to accurately convey the whole spoken message from on language to another while abiding by the Australian Institute of Interpreters and Translators (ASIT0 Code of Ethics (http://www.ausit.org/).
The following tips can help you to get the best results when using a phone interpreter.
• If you have the non‐English speaker with you, use a hands‐free/speaker phone to avoid having to pass the phone back and forth.
• Speak directly to your client, not to the interpreter.
• Talk a little louder than usual to ensure the interpreter can hear properly. Keep sentences short and succinct, with only one idea per sentence.
• Include a pause after each sentence so the participants don’t talk over each other or cut each other off.
• If you have the non‐English speaker with you, sit and face them and watch their body language.
• To pre‐book an phone interpreter, you need to complete the interpreter booking form on the TIS website (www.tisnational.gov.au/bookingform). Use the client code C346247.
• Pre‐booked phone interpreters must be booked for a minimum of 30 minutes and bookings can only be accepted up to three months in advance of an appointment.
• TIS National will send a confirmation email to the address you nominated when the request is received and another confirmation email (including a job number when an interpreter has been allocated to your booking.
• At the time of the booking you will need to call 1300 655 070 and provide the job number listed in the confirmation email and the operator will connect you to the interpreter.
• If you need to cancel a pre‐booked phone interpreter booking. Email you request to cancel the booking to [email protected] with the job details (including the job number) and the reason for the cancellation
• To enquire about an existing pre‐booked phone interpreting request, Email [email protected] or call 1300 655 081.
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Urgent matter –immediate attention Same day action
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Need to complete budget form
• Helping companions to get back on track• CentreLink statements help when completing budget form• Budget reviews help identify
• the depth of financial hardship• when to refer financial counsellors• if HEEAS application for payment assistance is appropriate• how much companions can afford to regularly pay towards energy costs
• Energy providers can help calculate average daily consumption for each tariff.
• You may wish to perform a billing audit to check for other opportunities to offer meaningful energy efficiency advice, seek better deal, reduce costs (greenpower)
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Bill review –is the QLD electricity rebate applied to the account?
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Bill Review – Check
• Amount owed – new charges only or accumulating debt• If debt levels of concern, begin Home Energy Emergency Assistance questions:
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Bill Examples
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Bill Examples
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Bill Examples
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Bill Examples
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Bill Examples
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Ask for a better deal from existing energy provider
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• The purpose of a retailer’s customer hardship policy (hardship policy) is to identify residential customers experiencing payment difficulties due to hardship and to assist those customers to better manage their energy bills on an ongoing basis
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Regular payments help reduce bill shockExtra fees and charges may be avoided by making and maintaining regular payments.
Some hardship programs offer
matching payment incentives to assist hardship clients pay
down debt.
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Which appliances use most energy at home?
Electricity is measured in
kilowatt hours (kWh)
1 kWh = 1,000 watts operating for 1 hour
approx cost for general household
use is 25 cents/kWh (July 2018)
Unusually high consumption may be due to appliances that heat(space heaters, clothes
dryers, hot water systems) or
cool (air conditioners, old or faulty refrigeration)
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Typical household appliance usage
Hot water systemBetween 5kWh – 8
kWh/day
Air conditionersBetween 0.58 kW – 4.6 kW
/ hour
Fridge 400LBetween 1.2 kWh –
2.2 kWh/day
LightingBetween 1.2 kWh – 2.2 kWh/day
Clothes Dryer4.6 kWh ‐ $1.40 per
load
TV Between .12 kW –.475 kW/hour
Vacuum Personal computer VCR/DVD StereoFan
Each of these contribute to around 2% annual household
Did you know?
Stand-by power uses
approximately
50W per day
Portable space heating
Up to 2.4 kW/ hr
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Home heating running cost examples 2018
NB: Usage running cost estimations based on $0.24 per kWhContent current 12/12/19 Anne Armansin [email protected] Not to be reproduced without permission
Home cooling running cost examples 2018
Air conditioners are designed to change indoor temperature from outdoor temperature by up to 13°C. Their compressors (motors) should cycle on and off (not run all the time).
Manufacturers recommend thermostat temperaturesbe set no lower than 24°C in summer and
no higher than 20°C in winter
NB: Usage running cost estimations based on $0.24 per kWhContent current 12/12/19 Anne Armansin [email protected] Not to be reproduced without permission
• Save Hot Water – 3 star energy rated shower fittings can lower water flow from shower heads by almost 50%; Limit shower time to 4 minutes; fix any leaking taps quickly or change tariff connection.
Tip: if your shower can fill a 9 litre bucket in under 1 minute change your shower fitting
$17
$34
Hot Water running cost examples 2018
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NB. Example based on average use of 5 lights working for 5 hours per day
Lighting running cost examples 2018
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Electricity is measured in
kilowatt hours (kWh)
Did you knowToday's air
conditioners and refrigerators are now up to 40% more energy efficient than those
made 10 years ago?
Did you knowLCD and plasma TVs use 2 – 3 times as much power as the old
CRTs?
4 minute use 9L flow roses keep door shutuse fans instead use the line turn off if not watching
Hot Water Air con Fridge Lights
no halogen
Dryer TV
good usage habits
Easy ways to reduce your energy use
Did you knowCompact flurolamps are up to 80% more energy efficient than incandescent
globes?
© www.energyaid.com.auContent current 12/12/19 Anne Armansin [email protected] Not to be reproduced without permission
• Layer up before turning heaters on
• Use electric throw rugs instead of portable electric
space heaters
• Take shorter showers
• Keep the fridge door shut as much as possible
• Use LED lamps instead of halogen down lights
• Use fans to keep cool instead of air conditioning
• Dry your clothes outside in the sun instead of the dryer
Use energy more wisely at home and reduce your greenhouse gas emissions.
Did you know?The average
SEQ household electricity bill is $1,500 per
annum?
Ideas for reducing home energy
Did you know?The average
SEQ household natural gas bill is $1,100 per
annum?
Content current 12/12/19 Anne Armansin [email protected] Not to be reproduced without permission
Content current 12/12/19 Anne Armansin [email protected] Not to be reproduced without permission
Content current 12/12/19 Anne Armansin [email protected] Not to be reproduced without permission
