Serving the Member While Sustaining the Cooperative

Description

Electric Co-op Member Engagement & Energy Solutions Program 

This collaborative program developed by Beth Knudson and Teri Wallis helps member-facing cooperative employees strengthen communication, relationship-building, energy education, and financial awareness skills while balancing member expectations and cooperative sustainability.

WHO SHOULD ATTEND

• Member service representatives
• Energy services staff
• Key account representatives
• Communications staff
• Billing staff
• Community relations staff
• Front-line supervisors 

PROGRAM PURPOSE

• Build trusted relationships with members and community leaders
• Improve communication during difficult conversations
• Explain utility rates and changing power costs clearly
• Support member understanding of EVs, solar, and battery storage
• Balance member expectations with cooperative sustainability
• Evaluate financial impacts of programs and offerings

PROGRAM MODULES

Module 1: Understanding the Cooperative Member Relationship

Module 2: Explaining the Cooperative Business Simply & Effectively

Module 3: Energy Education & Member Choices

Module 4: Building Trusted Community Relationships

Module 5: Developing Programs That Benefit Members AND the Cooperative

Final Program Exercise: The Cooperative Decision Lab

KEY SKILLS DEVELOPED

• Member communication
• Relationship-building
• Energy education
• Strategic thinking
• Handling difficult conversations
• Balancing operational and financial realities