Energy Adviser: Questions? Counselors are waiting for your call

The energy counselors’ hotline rings an average of 20 times per day. Between 8 a.m. and 5 p.m. weekdays, one of the three Clark Public Utilities’ counselors picks up the call. They rotate days working on the call desk so that when you call, you get a real, live person to talk with about your energy questions.

During working hours when you call 360-992-3355, you can speak directly to DuWayne Dunham, Amber Hall or Mike Wallace. If the line is busy, leave a message, and the counselor on call will get back to you within moments. After 5 p.m., you can leave a message. One of them will return your call first thing the following workday.

“Customers can come to us with any issues related to energy use in the home,” said Dunham, the energy services supervisor for the utility. “But, there are about a half-dozen questions customers ask often.”

Where are you located? For the past 16 years, the energy counselors and hotline desk have been located in a historic substation just east of the I-5 Bridge at 100 Columbia Way. The building opened in 1938 and was the first substation for the utility before converting to a small office space next to the river. A customer may choose to stop by during business hours to discuss their energy questions or concerns with a counselor in person.

Do you recycle bulbs? “Customers are welcome to visit us at the substation and to return fluorescent lights for recycling here,” said Dunham. “Although we offer no exchange for fluorescent tubes, we will recycle up to 10 of them per visit for free. Burned-out CFLs, however, we will recycle any number and provide two LED bulbs in exchange, per household, per day.”

Does electricity cost more at different times? “For residential customers, Clark Public Utilities has a flat rate of 8.16 cents per kilowatt hour. That rate hasn’t changed since 2011,” he said.

What’s the best temperature to set my thermostat to? Generally, set it to 68 degrees for heating and 76 degrees for cooling. “Set-back temperatures depend on the heating system and customers should speak with a counselor to receive the most accurate recommendation.” Dunham explained.

Why is my electric bill so high? When calls come in about high bills, customers often think an in-home energy review is needed. “Of course we will schedule an in home review for any customer who requests one,” Dunham said. “But we also have access to property information, and the customer’s usage history, and can often solve a high-bill mystery for the customer over the phone.”

Account history and insightful questions about home comfort often quell a customer’s concerns without the need for a review, according to Dunham. “Once we find out why the caller is concerned, we can discover the root of their problem and offer effective solutions,” he said.

Does the utility offer rebates and loans for home upgrades? “At this time, the utility offers rebates for smart thermostats, windows, insulation, air and duct sealing, ductless and ducted heat pumps and heat-pump water heaters,” said Dunham. “But to qualify, a home must be electrically heated.”

In addition to rebates, the utility offers low-interest loans for ductless and ducted heat pumps, heat-pump water heaters, weatherization and solar. To learn more about the loan program, eligibility requirements and the application process, go to www.clarkpublicutilities.com and search on “loan programs.”

The energy counselor won’t give you a “time-share hard sell” for any products or services. Because Clark Public Utilities is a public, nonprofit utility, its energy counselors don’t sell services, equipment, or perform installations. Instead, they provide free feedback and advice to any customer seeking energy efficiency or conservation information. Nevertheless, should you need an installer, the utility maintains a contractor network and offers lists of trained local contractors who can provide estimates and install equipment that qualifies for utility rebates or other incentives.

When speaking with an energy counselor, know that you’re talking to an expert who knows about all characteristics of building science and residential energy use. Any of them can advise you about the most effective places to start reducing energy waste, even some improvements at no cost or low cost. If you have questions, it’s worth the call.

Energy Adviser is written by Clark Public Utilities. Send questions to ecod@clarkpud.com or to Energy Adviser, c/o Clark Public Utilities, P.O. Box 8900, Vancouver, WA 98668.