Spotlight on ElectriCities Safety Instructor Craig Batchelor

The ElectriCities Safety and Training team brings several careers’ worth of experience and expertise to help lineworkers, meter technicians, and substation technicians throughout ElectriCities member communities gain the skills and expertise needed to work safely and advance their careers.

Over the next several months, we’ll introduce you to each of our instructors. We kicked off February introducing you to Senior Safety & Training Specialist Mark Todd. We’ll close out the month getting to know Craig Batchelor, ElectriCities’ Manager of Safety & Training.

Craig Batchelor, Manager of Safety & Training at ElectriCities

Craig is from Nashville in eastern North Carolina—the original Nashville, he said. 😉 He worked on his uncle’s farm from middle school through high school. Craig is engaged and has two children. His 12-year-old son is in middle school, and his 17-year-old daughter is heading to ECU in the fall.

Craig has been an ElectriCities instructor for nearly 7 years and a lineworker for 25. At ElectriCities, he was originally hired to teach the Lineworker Career Development Program for our member cities. After a few years, he transitioned to facilitating our safety schools at Nash Community College.

Now, as Manager, Craig oversees ElectriCities’ Safety & Training programs, including safety schools and career development programs.

How did you get into linework?

After trying college out for a year, I came home and decided that wasn’t for me. Dad told me I had to get a job. I had some high school friends who worked at Wilson Energy, and they were able to get me an interview. I started my career in linework in August 1999 at Wilson Energy and was there for almost 17 years.

What do you like best about teaching?

My favorite part of teaching is seeing students “get it.” Fortunately, our Safety & Training team shares the importance of helping students understand what’s being taught.

Do you have a favorite class or school to teach?

Craig Batchelor (right) works with an ElectriCities member to demonstrate bucket truck self-rescue techniques at the NCAMES Lineman’s Rodeo in May 2023. Craig, along with ElectriCities Supervisor of Safety and Training Ross Whitehurst, also taught the crucial techniques at the 2023 Public Power Lineworkers Rodeo in Kansas City, Missouri.

I have two: Climbing School and the Leadership Skills for Crew Leaders workshop.

Climbing School because most of these guys are new to linework and are sponges for the information presented to them.

Leadership Skills because these folks are prepping to take a crew leader role at their city and are no longer shielded from the public and management. We go in depth in this class about what conversations and situations may arise and how to professionally handle them. I see a different side of lineworkers in this class, because they’ve spent their career learning a trade to get to a crew leader position and sometimes don’t realize that managing a crew is just one part of what they’ll face ahead.

What’s a favorite moment from class?

My favorite moments from any class are when the students become the teachers. It’s evident as an instructor when we see students that stand out and other students reach out to get a peer perspective on what’s going on.

That lets me know two things. 1) The information and instruction are reaching the students. 2) The students are making lifelong contacts in the industry while adding to the discussion and overall effectiveness of the school.

What’s the most important thing you want students to take away from class?

The number one thing we want students to take away is the knowledge to work safely, no matter the task. We also want them to have the confidence to ask questions at their city or town when they think there could be a safety issue. Finally, I want them to know I’m available if they have questions, during the class or after they’ve returned home.

Anything else you’d like to share?

The Safety & Training staff are no different than the potential students. We started in this industry the same way they did. We can relate to and understand what it takes to get from where they are now to where they want to be.

Craig will be teaching Leadership Skills for Crew Leaders, March 19-20, in Raleigh, North Carolina.

View the full training schedule here. If you have questions about classes or registration, contact Susanne Taylor, Member Training and Engagement Specialist at ElectriCities.

Tips to Save Energy (and Money!) all Winter

Cooler temperatures don’t have to mean a higher energy bill. These simple tips will help you save energy and money all winter long. (Some tips might surprise you!)

68 is the magic number. Set your thermostat to 68˚F or lower when heating your home. Every degree above 68 can increase your heating costs by a whopping 3% to 5%!

Save while you’re away. Take advantage of programmable thermostats. Depending on your system, you can set your thermostat to automatically turn the heat down at night and when you’re out of the house.

Small isn’t always mighty. Despite what you might think, space heaters use a lot of energy and can increase your monthly bill. If you have energy-efficient central heating in your home, use that instead.

Hello sunshine! Sunlight helps heat your home for free. Open drapes to let the sun stream in!

Remember your maintenance. Be sure to do these three things regularly:

  • When you’re not using your fireplace, make sure your damper is closed.
  • Check or replace air filters once a month.
  • Clean air registers, baseboard heaters, and radiators, making sure they aren’t blocked.

For more energy-saving tips and resources, contact your public power provider or visit http://www.energy.gov/energysaver/energy-saver.

Excellence Lives Here: Customer-centered Innovation

ElectriCities of North Carolina, Inc., presented 15 North Carolina communities with Public Power Awards of Excellence at our 2023 Annual Conference. The awards reflect public power’s strategic priorities, recognizing exceptional achievement during 2022 for the following categories: Future-focused, Strengthen Public Power, Provide Superior Power, Customer-centered Innovation, and People.

To continue the celebration, we’re sharing more about each award category and highlighting a few of the communities whose efforts stand out. As you learn about the endeavors in public power communities throughout our region, it becomes clear that excellence lives here.

The Customer-centered Innovation Award celebrates communities that innovate and invest to better serve their customers. Meeting customer expectations in the long term requires listening to customers today to prioritize and deliver valuable energy solutions and programs. These winners excelled in this capacity.

2022 Winners:

  • Apex
  • Fayetteville PWC
  • Gastonia
  • Greenville Utilities Commission
  • Maiden
  • New Bern
  • New River Light and Power
  • Rocky Mount
  • Wilson

The Town of Maiden exemplified Customer-centered Innovation by launching the Maiden Mobile app, available for free on any mobile device such as a smartphone or tablet.

The Town listened to customers who requested the ability to pay their utility bills online. Now, through Maiden Mobile, customers can do that and more. Customers may also contact the utility, receive notifications about planned or unplanned power outages, and report issues like downed power lines, power outages, and trees near power lines.

Customers have shared positive feedback with the Town about the accessibility the app provides.

New River Light and Power (NRLP) showcased Customer-centered Innovation by implementing its Green Power Program, a renewable energy initiative offering customers the option to become carbon neutral.

Participating in an ElectriCities Retail Customer Survey, NRLP learned that 76% of residential customers would pay for renewable energy to offset their carbon usage. To meet their demands, NRLP created the Green Power Program.

Through the program, customers pay $5 per month for a 250-kWh block of clean hydroelectric power. The average customer uses approximately 750 kWh of electricity monthly, so most customers can become carbon neutral for as little as $15 per month.

The Green Power Program is also successful with commercial customers, including the Town of Boone, Watauga County, and Appalachian State University, which have all met or exceeded their carbon neutral goals through the program.

Continue learning about the excellence that lives here by reading about the Future-focused Award, the Strengthen Public Power Awardthe Provide Superior Power Award, the People-focused Award, and the communities that exemplified them in 2022.

Welcome 2024 ElectriCities Board Members

The newly elected and re-elected members of the ElectriCities Board of Directors have officially been sworn into office. Please join us in welcoming everyone!

New to the board are:

  • James M. Johnson (Wilson)
  • Lloyd Payne (Concord)
  • Thurman Ross, Jr. (Cornelius)

Re-elected to the board are:

  • Whitney Brooks (Lexington)
  • Troy Lewis (Tarboro)
  • John M. Stiver (Newton)

The 2024 officers of the ElectriCities board are:

  • Chairman: Troy Lewis (Tarboro)
  • Vice Chairman: Costi Kutteh (Statesville)
  • Secretary: Charles D. Nichols, III (Laurinburg)

Remaining board members are:

  • Mayor Eddie Braxton (Scotland Neck
  • Anthony C. Cannon (Greenville Utilities Commission)
  • Jim Gallagher (Gastonia)
  • Rick Howell (Shelby)
  • Randy McCaslin (High Point)
  • Kipling D. “Kip” Padgett (Wake Forest)
  • Jonathan Rynne (Fayetteville Public Works Commission)
  • Robert “Robbie” Swinson, IV (Kinston)

ElectriCities’ 16-member Board of Directors advises and directs the activities and policies for North Carolina Municipal Power Agency Number 1, North Carolina Eastern Municipal Power Agency, and ElectriCities of North Carolina. Board members serve three-year terms.

Judge Allegra Collins (far right) swore in newly elected and re-elected ElectriCities board members on Jan. 26, 2024. Board members, left to right: Lloyd Payne; Thurman Ross, Jr.; Troy Lewis; John M. Stiver; Whitney Brooks; and James M. Johnson.

Board members were sworn in and officers were elected during the ElectriCities Board of Directors meeting on Jan. 26, 2024.

“Congratulations to our newly elected and re-elected members and to this year’s officers,” said ElectriCities CEO Roy Jones. “A big thank you to outgoing Board Chairman, Randy McCaslin, for his service and leadership this past year as the Board’s work has continued on public power’s strategic plan.”

“Many thanks also to Judge Allegra Collins from the North Carolina Court of Appeals for joining us again this year to swear in the newly elected and re-elected board members,” Jones said. “I look forward to working with this distinguished group dedicated to helping ensure a bright future for public power in our region.”

Excellence Lives Here: Provide Superior Power

ElectriCities of North Carolina, Inc., presented 15 North Carolina communities with Public Power Awards of Excellence at ElectriCities’ 2023 Annual Conference in Myrtle Beach, South Carolina. The awards reflect public power’s strategic priorities, recognizing exceptional achievement during 2022 for the following categories: Future-focused, Strengthen Public Power, Provide Superior Power, Customer-centered Innovation, and People.

To continue the celebration, we’re sharing more about each award category and highlighting a few of the communities whose efforts stand out. As you learn about the endeavors in public power communities throughout our region, it becomes clear that excellence lives here.

The Provide Superior Power Award celebrates communities that deliver reliable, affordable, and sustainable electric power.

Communities that received this award created programs that benefit the municipality and the customers while providing the safest, most reliable power.

2022 Winners:

  • Fayetteville PWC
  • Greenville Utilities Commission
  • Kinston
  • New Bern
  • New River Light & Power
  • Rocky Mount
  • Tarboro
  • Wilson

Wilson Energy, the City of Wilson’s electric and gas divisions, Provides Superior Power by implementing energy reduction efforts across its electric system.

Wilson Energy uses multiple touchpoints to reduce energy, including generators, load control switches, newly replaced capacitor banks, and voltage reduction. Wilson Energy also replaced all active street, area, and floodlights with energy-efficient LED luminaires.

Upon request, Wilson Energy customers can receive free residential energy audits. During these audits, Wilson Energy personnel show customers ways to lower their utility bills.

The City of New Bern Provides Superior Power by enhancing demand-side management efforts with demand response programs such as the City’s CONNECTS Load Management Rewards program. Customers who participate in the program receive credits on their utility bills for installing devices on water heaters, heat strips, air conditioners, and water sources such as pool pumps. The City also has an appliance rebate program for upgrading HVAC and water heaters.

New Bern’s dynamic electric vehicle charging rates encourage off-peak charging, further enhancing load management.

Continue learning about the excellence that lives here by reading about the Future-focused Award, the Strengthen Public Power Award, the Customer-centered Innovation Award, the People-focused Award, and the communities that exemplified them in 2022.

 

Spotlight on ElectriCities Safety Instructor Mark Todd

The ElectriCities Safety and Training team brings several careers’ worth of experience and expertise to help lineworkers, meter technicians, and substation technicians throughout ElectriCities member communities gain the skills and expertise needed to work safely and advance their careers.

Over the next several months, we’ll introduce you to each of our instructors.

Mark Todd, ElectriCities Senior Safety & Training Specialist

We learned a bit about Senior Safety & Training Specialist Mark Todd in his article, “‘It’s a Wonderful Life’: Acknowledging and Safeguarding Our Blessings,” published in Incident Prevention magazine.

Now let’s find out a bit more.

Mark has been an ElectriCities instructor for 12 years and a lineworker for over 30. He’s a Navy veteran who grew up in Rockingham, North Carolina. Mark’s best friend is his wife. They have four children and four grandchildren.

How did you get into linework?

I never wanted to be average. For me, this means performing a job or having a career that the average person could not do, and most people would not do. As a young boy growing up and having a father who was a lineman, I saw how people respected what he did. I remember how family and friends would call the house to check on him during a major storm. I was hesitant about trying to follow in his footsteps at first. I knew I would never be the lineman that he was. My father taught me to take pride not in the career I chose, or the title I may hold, but in how well I did the job.

What do you like best about teaching?

Being given the opportunity to make a difference in someone’s life and career. There is nothing more rewarding than seeing former students become successful in their career and to think I may have had something to do with that.

Do you have a favorite class or school to teach? I enjoy teaching all the schools, but Climbing School has always been a favorite because the students are young and eager to learn.

What’s a favorite moment from class? When I began teaching, I incorporated “Words of Wisdom.” On the last day of every school before everyone goes home, we instructors share last words of wisdom that we feel may help the students work safely throughout their careers.

Mark Todd teaches lineworkers about equal potential grounding.

What’s the most important thing you want students to take away from class? Do not get distracted, stay focused, and stay safe. Accidents and injuries that we think could never happen to us happen all the time to SOMEONE, SOMEWHERE.

Anything else you’d like to share? I believe that getting a person to follow the safety rules cannot be enforced. It must be inspired. In my class, whether you like it or not, that’s exactly what you’ll will get.

Mark will be teaching Basic Electric Meter School Feb. 20-22, in Newberry, South Carolina.

View the full training schedule here. If you have questions about classes or registration, contact Susanne Taylor, Member Training and Engagement Specialist at ElectriCities.

Excellence Lives Here: Strengthen Public Power

ElectriCities of North Carolina, Inc., presented 15 North Carolina communities with Public Power Awards of Excellence at ElectriCities’ 2023 Annual Conference in Myrtle Beach, South Carolina. The awards reflect public power’s strategic priorities, recognizing exceptional achievement during 2022 for the following categories: Future-focused, Strengthen Public Power, Provide Superior Power, Customer-centered Innovation, and People.

The celebration shouldn’t end there. That’s why we’re sharing more about each award category and highlighting a few of the communities whose efforts stand out. As you learn about the endeavors in public power communities throughout our region, it becomes clear that excellence lives here.

The Strengthen Public Power Award celebrates communities that build public and political support for public power.

These communities educate their public power customers, local elected officials, and state and federal decision-makers about the value public power provides, including exceptional reliability, local jobs, and community investment.

2022 Winners:

  • Albemarle
  • Apex
  • Fayetteville PWC
  • Granite Falls
  • Greenville Utilities Commission
  • Hamilton
  • Kinston
  • New Bern
  • New River Light and Power
  • Rocky Mount
  • Wilson

The City of Rocky Mount Strengthens Public Power through unique interactions in the community.

Each year, Rocky Mount Energy Resources plans a large Public Power Week celebration at the community’s annual Eastern Carolina BBQ Throw Down. This two-day festival in downtown Rocky Mount includes live music, a barbecue competition, vendors, community, and family activities.

Energy Resources helps sponsor the event and sets up several stations there to educate the community on electricity safety, electric meters, energy audits, energy efficiency, weatherization, and load management.

The Energy Resources team advertises the Public Power Week activities in the City’s monthly newsletter, on social media, in the local newspaper, on the City’s Government Channel TV19, on the City’s digital billboard, and in radio spots and television commercials.

Rocky Mount also uses those and other communications channels to educate its energy customers year-round on topics such as energy conservation, storm preparation and safety, and the difference between customer-owned equipment and utility-owned equipment. On social media, Energy Resources shares photos and stories of employees participating at school events and career days, being recognized at special events, participating in safety training, and working to keep the community powered.

Representatives from Energy Resources attend City Council meetings to share the department’s significant achievements.

The Town of Granite Falls Strengthens Public Power by educating and advocating to state legislators.

The Town Manager visits the area’s representatives in the General Assembly at least twice per session and calls or emails them as needed to advocate for public power and to communicate issues impacting the utility or its customers.

The Town of Granite Falls invites legislators to attend at least one Town Council meeting per year to discuss happenings in the General Assembly. Doing so enables Town representatives and state legislators to build relationships instead of communicating only when something is needed.

Continue learning about the excellence that lives here by reading about the Future-focused Award, the Provide Superior Power Award, the Customer-centered Innovation Award, the People-focused Award, and the communities that exemplified them in 2022.

 

Excellence Lives Here: Future-focused

ElectriCities of North Carolina, Inc., presented 15 North Carolina communities with Public Power Awards of Excellence at ElectriCities’ 2023 Annual Conference in Myrtle Beach, South Carolina. The awards reflect public power’s strategic priorities, recognizing exceptional achievement during 2022 for the following categories: Future-focused, Strengthen Public Power, Provide Superior Power, Customer-centered Innovation, and People.

The celebration shouldn’t end there. Over the next few months, every two weeks, you’ll learn about each award category and a few of the communities whose efforts stand out. You’ll see why, in public power communities throughout our region, it’s clear that excellence lives here.

The Future-focused Award celebrates communities that develop a future-focused mindset. Future-focused utilities are built on strong fundamentals. They have a defined purpose, and they know how they provide value to customers. They utilize talented employees to innovate, solve problems, and take decisive action, resulting in long-term success for their community.

2022 Winners:

  • Albemarle
  • Fayetteville PWC
  • Greenville Utilities Commission
  • Kinston
  • New Bern
  • New River Light & Power

The City of Albemarle exemplifies Future-focused by fully funding an Advanced Metering Infrastructure (AMI) system that enables customers to monitor their daily energy usage and increase their access and visibility into their energy services. The AMI project represents the implementation of a goal in the City’s robust 2023-2026 Strategic Plan.

Greenville Utilities Commission (GUC) recognized the growing need for electric vehicle (EV) charging for future electrification of the transportation sector in their service territory. GUC engaged Sagewell to conduct an Electric Vehicle Analysis to assist GUC with long-term planning to address this future-focused need.

As a result of the long-term planning efforts, GUC continues to invest in and market their current EV Charging Rebate Program, as well as develop EV-specific rate schedules to promote off-peak charging.

Continue learning about the excellence that lives here by reading about the Strengthen Public Power Award, the Provide Superior Power Award, the Customer-centered Innovation Award, the People-focused Award, and the communities that exemplified them in 2022.

Recognizing & Celebrating Customer Service Expertise

We’re kicking off the new year with boisterous cheers of “Congratulations!” to Maiden’s Angel Ingram and Rose Edwards, the very first certified ElectriCities Customer Service Professionals!

While Angel and Rose are both experienced customer services reps—Angel with five years and Rose with about 20—they’re new to supporting an electric utility.

The Town of Maiden’s Angel Ingram and Rose Edwards are the first certified ElectriCities Customer Service Professionals

That makes a big difference, said Jessica White, Finance Director for the Town of Maiden, who supervises the Town’s CSRs.

“When you come into a public sector position—especially one that deals with utilities and the electric side—there’s no script or manual that says, ‘If someone calls in and says my bill is too high, tell them this,’ she said. “That’s because any number of things could cause a high bill.”

And that’s where ElectriCities’ Customer Service Professional Certificate Program helps. The program consists of four customer service classes and a 50-question exam.

Dale Odom, Manager of Retail Energy Services at ElectriCities, leads the classes, bringing expertise he’s gained from nearly 30 years in public power customer service.

“Jessica’s right. Knowledge of policies, rate schedules, and the electric industry doesn’t come naturally—that’s why we developed this training,” Dale said. “It prepares CSRs for handling crucial conversations that help form a positive relationship with your community, and the accompanying credential validates their knowledge, expertise, and dedication to supporting your utility customers.”

“I was able to get insight on a lot that I didn’t know about before,” Angel said. “Now I’m able to look at a customer’s bill and tell them why it’s high or low.” Angel said she’s more confident answering customers’ questions. The training even helped her realize that she knew more answers than she thought she did.

“Along with the techniques, tools, and tips attendees learn in class, one of the big benefits of this training is learning along with other CSRs,” Dale said. “Exchanging ideas, sharing what has worked and what hasn’t, and building off each other’s experience goes a long way to increasing a CSR’s confidence in all types of customer interactions.”

Rose said she found that aspect especially informative. “We were in class with some people from bigger towns, so it was beneficial seeing what they do compared to what we do.”

Jessica said she encourages everyone on her team to keep learning and to attend training when possible.

“The more knowledge you have, the more tools in your toolbox, the more confident you can be in your job,” she said. “I wouldn’t be a good manager if I didn’t want to see my staff succeed.”

Congratulations, Angel and Rose! And thanks for helping strengthen public power in Maiden and beyond.

For more information on customer service training and the ElectriCities Customer Service Professional Certificate Program, contact Dale Odom.

Apex Utility Customers Enjoy Benefits of Outage Texting

When it comes to receiving information about a power outage, 78% of North Carolina public power residents want a text message, according to results from the 2023 N.C. Public Power Retail Customer Survey.

That’s no surprise to the Town of Apex’s Electric Utilities department.

Emily Woody, Electric Programs and Technology Coordinator for the Town of Apex, has been listening to the utility’s customers for nearly 20 years.

When those customers reacted positively to the idea of receiving outage texts in the 2019 N.C. Public Power Retail Customer Survey, Emily said she started investigating options. After similar customer survey responses in 2022, she put it in the department’s budget.

Emily and team launched the Town’s texting program, called TextOut, on Oct. 10, 2022, with a welcome text to customers. From Day 1, the response was even better than expected, with a noticeable drop in the number of calls to the Town’s voice response system within a few months.

“We text customers alerting them to power outages, restoration timing, emergency repair work, and other helpful information,” Emily said. “We’re able to let residents know that we know their power is out, which cuts down on inquiries through our Interactive Voice Response System, our customer service reps, our website, and our app.”

This post on the Town of Apex’s Facebook page announces the launch of the Town’s TextOut program.

A few things that contributed to their success:

To educate customers well before the text program’s launch, they developed a communications campaign with the help of ElectriCities’ Customized City Project program. The campaign included messaging on utility bill inserts, posters, social media, and the Town’s website. They also created a few videos describing the service.

They auto-enrolled every customer, giving customers the ability to opt out. The opt-out rate from launch to December 2023 is only 3.12%. That’s a tremendous success by all accounts.

All the pre-launch communication helped drive that success rate, Kerrin Cox, Communications Coordinator for the Town of Apex, told us. “We wanted residents to get the welcome text message and know it was from the Town and legitimate.”

The team went with the text messaging tool, TextPower, since it would integrate well with DataVoice, the outage management system the utility already had in place.

Emily worked with TextPower to ensure the customer enrollment list constantly renews. “TextPower pulls from our customer information system daily to ensure any new customers are automatically enrolled and customers who move out of the service area are automatically unenrolled,” she said.

A helpful feature is being able to text groups within the electric department. Emily explained, “If I need to get information to the lineworkers or the tree crew, I can text just the lineworkers or just the tree crew.” It works across departments as well and can be billed separately to each department.

In fact, Apex’s Water Resources department is using TextPower with DataVoice to communicate with customers about water issues.

Kerrin said it’s important to remember that the text tool is a recurring charge. “It’s something communities need to budget for in perpetuity.”

For Apex, it’s money well spent. Kerrin said the response to the rollout and to the program has been incredibly positive. “This added feature increases our ability to communicate with residents in a way they prefer and trust, which helps us create a more welcoming community,” she said.