Hi Jonathan,
| wanted to follow up on my voicemail message that | left for you in mid-September and
provide you with a second update on our customer, Elizabeth, who contacted you when she
had trouble making an appointment for Percentage of Income Payment Plan Plus (PIPP Plus)
assistance. | also want to give you an update on the phone system that we use to help
customers who need energy assistance as well as alert you to improvements being made
leading up to our busiest season that begins November 1.
Our family development specialist Fallie Petretic went to Elizabeth’s home and
determined that she was eligible for rent assistance. She assisted Elizabeth with
paperwork, and a rent check was delivered to her landlord. This helped her with her
immediate issue. Fallie also talked with her about the Council’s education programs, including
Early Head Start education for her granddaughter, and assigned Elizabeth to a Case Manager
should she need further assistance. We hope her daughter will enroll her granddaughter in
our Early Head Start program in the coming months.
As to the technology issue, we are working with local company Computer Data
Systems to update our phone system. Our (216) 518-4014 appointment line is typically the
busiest in June and July for our summer cooling program and then Nov. 1 to March 31 for our
winter heating program. We also take calls for our PIPP Plus program year-round on this line.
While customers may get a busy signal, this should be the exception.
Please note that we share this appointment hotline with Cleveland Housing Network, which
also offers energy assistance services, so we need to coordinate all updates with the Housing
Network.