Los Alamos utility staff outline assistance program updates, eligibility and disconnect safeguards

Joanne Gentry, deputy utility manager for finance and administration, presented the Utilities Assistance Program to the meeting, describing three types of help the county offers: winter assistance (Oct. through March), year-round assistance for Supplemental Security Income recipients, and a one-time hardship payment. "It's designed to aid our low, income residential customers here in Los Alamos County," Gentry said.

Gentry told members the program is funded entirely by voluntary donations from county customers. She described recent eligibility and allowance updates: the program now uses a county median household income of $143,001.88 and a 50 percent threshold (households at or below $71,005.94 qualify for winter assistance). Payment amounts were adjusted so the minimum assistance rose from $17 to $20 and the maximum from $138 to $158. For one-time hardship assistance, recipients may receive up to $350 once per 12-month period and there is no income test — applicants must simply demonstrate need.

Gentry explained how assistance is calculated: for winter and year-round assistance the utility averages a household's electric, gas, water and sewer costs from the previous winter, takes 30 percent of that consumption amount, rounds it, and applies that credit over the assistance period. She cited FY25 totals: the program assisted 86 customers with approximately $26,529 in payments and received about $32,868 in donations; the program's current fund balance was reported as $26,013.

Members asked how UAP differs from other sources such as LIHEAP and local nonprofits. Gentry said UAP is administered directly by the Department of Public Utilities and can act more quickly because the utility manages the fund, while LIHEAP is a state program with its own approval timeline. She also listed local partners the utility refers customers to, including LA Cares, Self Help and Los Alamos County Social Services.

On disconnection procedures, Gentry described the utility's stepwise approach: customers have 25 days to pay from the bill date; on day 30 they receive a past-due letter; approximately 10—14 days later staff make a courtesy call; a door tag is issued after five additional days and customers have seven days to respond; disconnection occurs on the eighth day after the door tag. She said crews issue roughly 30 or more door tags a week, with between one and 10 actual disconnects per week depending on area. Gentry said customers who qualify for winter assistance and are current as of Nov. 15 are protected by a winter moratorium from disconnection through March 15.

Members raised operational and policy questions: whether donors can pay a specific customer's bill (Gentry said donors may pay toward a named account and customer care staff can assist), why the county cannot fund the program directly (Gentry cited a state anti-donation law that prevents a county from giving money that will be paid to individuals), and whether program rules can be changed (rule changes would require going to the Board of Public Utilities; Gentry referenced a rule she believed to be GR 13).

Gentry also described operational changes: a previously available credit-card online donation option was suspended because it drew fraudulent test entries; customers can still set up recurring donations through an online account form. She noted that advanced metering infrastructure (AMI) permits remote disconnects and that reconnect fees are lower for AMI customers (a $10 reconnection fee) while door-visit reconnects carry a $25 door-tag fee.

The presentation closed after members thanked Gentry and asked follow-up questions. Gentry said the utility prioritizes winter and year-round assistance if funds are constrained and will continue outreach via bill inserts and notices to ensure residents know how to apply.