As we move forward through the COVID-19 pandemic storm, our number one focus is keeping everyone safe, healthy and well. Many changes have been implemented associated with COVID 19 and related concerns.

We postponed the Annual Meeting until October 8, closed the lobbies, moved office employees to teleworking and separated Line Crews. For about three weeks in April, we actually had our Lineworkers working individually on pole inspections, mapping updates and more. As part of our Pandemic Continuity of Operations Plan, we have taken steps to help ensure that the Cooperative can “keep the lights on” and restore power when outages occur, which is a high priority. Only Lineworkers are trained to safely work on the high voltage power lines. Consequently, it is critical that we keep them healthy and available so they can provide an essential service.

Separations are essential to prevent a widespread outbreak of COVID-19 among our crews. Additionally, the Cooperative limited the operation of the drive-through windows at both offices to two days a week for a period of time but resumed five days a week in May. The drive-through windows have been

Used more than we ever expected and I am thankful they were re-opened in January. The Cooperative began offering virtual appointments as well in May so that members could experience a face-to-face conversation with a Member Services Representative through video conferencing. By the time this article is published, a Live Chat function should also be available on our website. Technology has truly allowed South River EMC to serve our members in new ways, which has proven very beneficial during the pandemic.

”Knowing that this is an extremely difficult time for so many of our members, South River EMC has taken a number of action steps as we look out for our members.“

Knowing that this is an extremely difficult time for so many of our members, South River EMC has taken a number of action steps as we look out for our members. To begin with, decisions were made early on to hold off on some previously approved larger expenditures to help hold the line on expenses. Of direct benefit to members struggling to pay their bill, on March 20, the Cooperative stopped making service disconnects for non-payment of electric bills. It should be noted that this took place prior to Executive Order 124, which prohibited utilities from disconnecting for non-payment through the end of May. At the May 5 Board meeting, the Board of Directors approved a recommendation from management to go beyond Executive Order 124 and allow members an additional month before resuming disconnection for non-payment. On May 30, Governor Cooper extended the moratorium on disconnects two more months. This was not anticipated, especially early in May. Nonetheless, we understand the need to allow members more time to stabilize financially and that is why the Cooperative originally extended the moratorium period. Members have been encouraged to pay what they can to avoid a harder to manage situation down the road and the majority are doing just that. Members will have six months to pay COVID 19 balances. We will continue to work with our members on these important matters.

In addition to allowing members more time before they are subject to disconnection for non-payment of their electric bill, the South River EMC Board approved a recommendation from management at the June 2 Board meeting to retire Capital Credits earlier than normal this year. Typically, the Cooperative retires Capital Credits in October and/or November. Many members could benefit from receiving their Capital Credit retirement in July, as opposed to waiting till November, and that is why the recommendation was made. The Cooperative retires under a hybrid approach that includes a 19-year average and between 20 and 25 percent of the previous year’s allocation. This year, the total Capital Credit retirement will be approximately $4 million, which includes $3 million under the 1-9 year-retirement cycle and $1 million under the hybrid approach (20 percent of the 2019 allocation). Most of the Cooperative’s members will receive their Capital Credit retirement as a credit on their account in the latter part of July. The exception will be some of the largest accounts, such as school districts, who will receive a check because the amount being distributed is much higher due to their above average electric consumption. I trust that an early retirement of Capital Credits will be a real blessing to many members experiencing financial hardship.

Now that we are moving through the three phases of Governor Cooper’s plan for re-opening of North Carolina, your Cooperative is moving forward as well. A South River EMC Return to the Worksite Plan has been developed, which outlines in detail how we are working towards what many refer to as a “new normal.” On June 1, South River EMC began taking appointments in the lobbies of its offices. Office employees are returning to the offices as well under the Centers for Disease Control (CDC) guidelines. Beginning in June, up to 50 percent of office employees, started returning to the office a week at a time as they alternate between the office and home for now. Hopefully, in July the lobbies will be opened again and there will be no need to make an appointment.

“Most of the Cooperative’s members will receive their Capital Credit retirement as a credit on their account in the latter part of July.“

We do appreciate the patience of our members during this time as we strive to provide excellent service under extraordinary circumstances. In regard to service and member satisfaction, I want to mention that our most recent Member Satisfaction Survey for the 1st Quarter of 2020 found that South River EMC had an American Customer Satisfaction Index (ACSI) score of 86. A March 2020 ACSI Index Energy Utilities Report for 2019-2020 posted the following customer satisfaction benchmarks: Investor-Owned Utilities and Municipal-Energy Utilities both received a 72, whereas Cooperative Energy Utilities received a 73. You can see that compared to others, South River EMC is performing well with an ACSI score of 86. Our overall satisfaction score came in at 8.85 on a scale of 1-10 with 10 being the highest. Additionally, one of the areas of highest performance was having competent and knowledgeable employees, which received a score of 8.99.

I can assure you that our commitment to you has never been stronger and every action taken has been with the member in mind. We are not through the COVID-19 pandemic yet and concerns remain, especially until a vaccine is readily available. Nonetheless, I believe, with God’s help, we will keep moving forward through this storm and come out stronger on the other side. I continue to pray God’s protection on you, our members, our employees, our families and others. I want you to know that your local electric cooperative is here for you and that we truly are looking out for you.

On a personal note, I completed six years of service at South River EMC on May 1. It is a privilege to serve you as your CEO and I am grateful for the opportunity.