and how LIHEAP can better serve them Approach to LIHEAP Advocacy Information Develop good quality information about LIHEAP Focus of this presentation Strategy Develop an effective strategy for using information ID: 658657
Download Presentation The PPT/PDF document "Understanding Your Clients and Customers..." is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Slide1
Understanding Your Clients and Customers …
…
and
how LIHEAP can better serve
them …Slide2
Approach to LIHEAP Advocacy
Information – Develop good quality information about LIHEAP
Focus of this presentation
Strategy – Develop an effective strategy for using information
Focus of the Entergy presentation
2Slide3
Types of Information
Population and Program Data – Who is eligible and who is served with what benefits?
Focus of this presentation
Research Studies – How does assistance help populations that Congress cares about?
One purpose of a NEUAC blog?
Anecdotes – Tell a good story about how LIHEAP made a difference for one individual.
Another purpose of a NEUAC blog?
3Slide4
Or …
Make up a really good Fake News story…
$10 billion for LIHEAP Will Buy Coal to Keep Homes Warm and Put West Virginia Miners Back to Work!!!
4Slide5
LIHEAP Action Day Strategy
2016 – NEUAC developed LIHEAP Action Day Data Sheets
Furnished common format for compelling message
2017 – In addition to LIHEAP Action Day Data Sheets … What else?
Perhaps more customized information about your own LIHEAP program?
Message … LIHEAP is a block grant program where we get to design the benefits that maximize impact for our households!
5Slide6
Proverb
Give a person a fish and
he
will eat for a day.
Teach a person to fish and
he
will eat for a lifetime.
6Slide7
Proverb
But, give a person a fly fishing lesson …
7Slide8
Proverb… and he’ll come home wet, cold, tired, and grumpy.Slide9
9
Sources of Information
About Your Clients & CustomersSlide10
10
Using ACS Data
LMI Household
Type
1
Count
Percent
Elderly Individual
777,230
22%
Elderly Head
706,980
20%
Older with no kids
(40-59)
675,656
19%
Older with kids (40-59)
547,556
16%
Younger with no kids (Up to 40)
360,959
10%
Younger with kids (Up to 40)
442,774
13%
Total
3,511,156
100%Slide11
11
Using ACS Data
LMI Household
Type
1
Poverty
2
LIHEAP
3
HUD
4
#
%
#
%
#
%
Elderly Individual
224,487
22%
344,318
25%
208,425
18%
Elderly Head
129,366
13%
284,236
21%
293,378
25%
Older No Kids (40-59)
199,860
20%
228,928
17%
246,868
21%
Older with Kids (40-59)
166,746
17%
218,539
16%
162,271
14%
Younger No Kids (Up to 40)
103,463
10%
112,645
8%
144,851
13%
Younger with Kids (Up to 40)
175,737
18%
169,590
12%
97,447
8%
Total
999,660
100%
1,358,257
100%
1,153,239
100%Slide12
12
LIHEAP Data
– Household
ReportSlide13
13
Poverty Level
1
Percent of
Households
Under
100%
51%
101%-125%
16%
126%-150%
14%
Over 150%
19%
Total
100%
By Poverty Level
By Vulnerable Status
Vulnerable
Status
Percent of
Households
Elderly
Member
1
29%
Young
Child
2
22%
Disabled
Member
3
35%
Any
Vulnerable Member
70%
*
The above information can be obtained for each type of LIHEAP assistance
LIHEAP
Data – Household
ReportSlide14
14
LIHEAP
Data – Grantee SurveysSlide15
15
Heating
Assistance
Total
Funds
$67,121,548
Average
Benefit
$495
LIHEAP
Data – Grantee SurveysSlide16
Using Utility
B
ill
D
ata
16
Job Type
Treatment Group
9/1/2010 – 8/31/2011
Comparison Group
9/1/2011 – 8/31/2012
#
Mean kWh
kWh Percentile
#
Mean kWh
kWh Percentile
25
50
75
25
50
75
Gas Heat & Gas DHW
5,504
7,837
4,702
7,200
9,701
8,178
8,075
5,678
7,500
9,200
Electric Heat &
DHW
525
13,815
9,503
13,500
16,215
819
13,654
10,316
13,610
15,670
Gas Heat & Electric DHW
218
9,705
5,854
8,322
12,000
296
9,952
6,385
9,200
11,305
Electric Heat & Other DHW
26
11,753
6,364
12,376
15,345
25
10,311
7,061
8,361
11,449
Subtotal with Usage
6,361
8,400
4,909
7,500
10,738
9,387
8,598
5,970
8,166
9,760
Example: Distribution of Households by Energy Usage
1
1
Table originally developed for the New Jersey Comfort Partners 2013 Evaluation.
Report available on the APPRISE Website
. http://www.appriseinc.org/wp-content/uploads/2016/05/Final-NJ-CP-Evaluation-Report.pdfSlide17
17
Using Utility
B
ill
D
ata
Coverage Rate
Analysis
of Bill Coverage Rates for
Electric Heating
Homes
Treatment
Group
Nonparticipant
Comparison Group
Pre
Post
Pre
Post
Number of Customers
1,859
6,854
≥ 100%
25%
52%
61%
55%
90%-99%
17%
28%
20%
25%
80%-89%
14%
8%
8%
10%
< 80%
44%
12%
12%
10%
Example: Distribution of Households by Percentage of Bill Paid
1Slide18
ACS
Data and LIHEAP Data
18
State
Percent of Eligible Households
Served
1
Average
LIHEAP Benefit
2
Alabama
15%
$474
Minnesota
22%
$690
Missouri
20%
$414
New York
51%
$249
Slide19
LIHEAP Data on Uses of Funds
19
State
Percentage of Funds
Spent on Direct Benefits
1
Heating Assistance
Cooling Assistance
Crisis Assistance
Weatherization
Alaska
100%
0%
0%
0%
Idaho
56%
0%
13%
31%
Michigan
27%
0%
73%
0%
Oklahoma
22%
58%
16%
4%Slide20
20
LIHEAP
Data and Utility
Data
Burden Reduction Targeting Index
This measure tells us whether high energy burden households have a larger share of their energy bill paid with LIHEAP than average households.Slide21
21
LIHEAP
Data and Utility
DataSlide22
22
LIHEAP
Data and Utility
Data
What do Performance Data tell us about the importance of LIHEAP in maintaining energy service?Slide23
23
LIHEAP
Data and
Client DataSlide24
Answers to Katrina’s Questions
Why is the LIHEAP Participation Rate so low?
In 2014, LIHEAP served about 6.7 million households of 38.5 million who were income-eligible – 17%
In 2014, about $3.5 billion in funding was used to serve households with all types of services … an average of $522 per household spent per household served. About $20 billion would have been needed to serve all income-eligible households at that same level.
24Slide25
Answers to Katrina’s Questions
Why does the LIHEAP Participation Rate vary so much by state?
In 2014, Texas served about 7% of income-eligible households (Federal Maximum standard) and spent about $900 per household served.
In 2014, New York served about 51% of income-eligible households and spent about $306 per household served.
Funding is higher in colder states, but states also make choices about who to serve and how to serve them.
25Slide26
26
Utility Residential Customers
Low-Income Households
LIHEAP Recipients
Utility
CustomersSlide27
27
Utility Residential Customers
Low-Income Households
LIHEAP Recipients
Social Service Clients
Social
Service
ClientsSlide28
28
Low-Income Households
LIHEAP Recipients
Payment Problem Households
Households with Payment ProblemsSlide29
Recommendations
If you get these answers about your state(s), you will be better able to talk about the value of LIHEAP to your clients…
How much funding does your state get? (
RtC
page 12 or Grantee Survey)
What kinds of services does LIHEAP deliver to the your households? (
RtC
page 12 or Grantee Survey)
How many households does it serve with each type of benefit? (
RtC
page 36 or Household Report)
What is the average amount of each benefit? (
RtC
page 40 or Grantee Survey)
29Slide30
Recommendations
If you are prepared to answer these questions, you may be better prepared to engage in a conversation about funding…
Why does your state not serve all eligible households with all available benefits?
What does your state do to
restrict the number of households who receive benefits?
How would your state spend additional funds if they received them?
Why would that matter to the low income households in your state?
30Slide31
Example – Minnesota Profile
FY 2014 Funding - $114 million
59% HT, 19% CR, 5% WX, 4% EQ, 4% A16
Income-Eligible (Federal) = 617,000
Income-Eligible (State) = 489,000
Households Served = 135,000 (28%)
Average Heating Benefit = $495
Average Heating + Crisis Benefit = $1,090
WX Jobs = 2,500
ERR Jobs = 5,228
31Slide32
Possible Minnesota Targets
FY 2014 Funding - $114 million +
$20 million
50% H, 15% CR,
15% WX
,
15% EQ
, 3% A16
Income-Eligible (Federal) = 617,000
Income-Eligible (State) = 489,000
Households Served = 135,000 (28%)
Average Heating Benefit = $495
Average Heating + Crisis Benefit = $1,090
WX Jobs = 2,500 +
5,000
ERR Jobs = 5,228 +
10,000
32Slide33
Contact Information
33