energy upgrade california® home upgrade · pdf file– crystal chavez ... energy...

Fall 2015 Technical TrainingSeptember 29, 2015

Energy Upgrade California® Home Upgradein the Southern California Edison and SoCalGas® Service Territories

WELCOME and thank you for being here!

Safety Message

• Emergency exits• Meeting location

Agenda

• Introductions• Overall Program Progress in 2015• SCE/SoCalGas Program Updates• SoCalGas Program Updates• BREAK• QC with RHA• Marketing• Q&A/Open Forum

Introductions

• SCE– Denise Parker, Program Manager

• SoCalGas– Cynthia “Cyd” Swaim, Program Manager– Ray Mendoza, Program Advisor

• REEL– Elizabeth Marsolais

• RHA – Abel Gomez– Steve Bohn– Diego Martinez– Crystal Chavez‐Jones

• CLEAResult– George Kopf– Jared Slusser– Monica Salazar

• American Lighting– Kathy Mastrianni

• SnuggPro– Adam Stenftenagel

• ICF: Account Management– Chris Lane– Hannah Laughlin– Taurus Newborn– Daniel Glatman– Catherine Atsu– Erin Croteau– Sheena Tran– Jonathan Sun

• ICF: Marketing and IT– Courtney Owen– Ashley Shindler– Kelly Hedges – Natalie Schatzmann

Introductions

Spotlight on your Success in 2015

Spotlight on your Success in 2015

SCE/SoCalGas ProgramCurrent Totals Goals % of Goal

Jobs Submitted 1,181 990 119%

Jobs Completed 839 990 85%

Completed kW 1,349.51 1,510.00 89%

Completed Therms 127,216.82 119,623.00 106%

SoCalGas ProgramCurrent Totals Goals % of Goal

Jobs Submitted 1,655 870 190%Jobs Completed 1,229 870 141%Completed Therms 200,289.78 99,000.00 202%

SCE/SoCalGas Program Updates

Have you ever wondered how you to reduce the frequency of program

quality control visits?

QC Inspection Tiering Information

• Four QC Inspection Tiers– Tier 1 (highest rate) through Tier 4 (lowest rate)– Tier Changes will be evaluated monthly

• Upon completing 10 projects you be eligible for evaluation

• Your last 10 completed projects will be reviewed for the following Contractor Performance Evaluation Metrics– Safety– Customer Satisfaction– Quality of Installation– Quality of Submission

QC Inspection Tiering Information, Cont’d.

• QC Inspection Evaluation Metrics1. Safety

a) Mechanical Ventilationb) Possible ACMc) Gas Leakd) Combustion Safetye) Overall Work Environment

a) Based on customer satisfaction survey2. Customer Satisfaction

a) Customer Satisfaction Survey Score– Collected via email

QC Inspection Tiering Information, Cont’d.

3. Quality of Installationa) Insulationb) Ductworkc) Air Sealingd) General Workmanship

a) This is based on customer satisfaction surveys!4. Quality of Submission

a) Number of Incompletesb) Overall Project Cycle Timec) Realization Rate

How Your Tier is Determined

• How does the program determine your tier?– Were there any safety issues present on your projects?

• No— Next, you will be evaluated on Customer Sat, Quality of Install and Quality of Submission

• Yes—safety issues are present, these are evaluated on an individual basis

– Your tier = score (#2 + #3 + #4) and quantity of jobs submitted

How to Get Promoted

Opportunities• Minimize critical fails • Promote and encourage

customer satisfaction survey completion

• Maintain realization rate near 1.0• Improve quality of project

submission• Move projects to completion• Plan for issues

Strategies• Self QC – use checklist• Track your QC results• Witness QC• Accurately measure and report

installed measures• Accurately model and report

energy savings• Prepare your customers to

participate in Home Upgrade• Gather email addresses

Customer Emails

• Top five reasons contractors don’t provide customer emails:– Upset Customers– “Cancelled”– “Delayed”– “Removed”– “Incentive Drop”– “Failure”

Updates to Customer Status Emails

– Fear not: customer emails have been updated to remove threatening language• Before: “If we do not hear from you within ten (10) calendar days from the date listed above your project may be cancelled.”

• After: “To ensure timely processing of your incentive, please work with your project team to submit all required documentation.”

Customer Email is Crucial

• Soon, customer emails will be required by the program– Getting customer feedback has an impact on your

business – The program team can follow up with your

customers to resolve issues– Customer email field added to all v8.5 Incentive

Application Forms– Applications submitted without customer email

will be placed on hold

WebApp Updates

• Based on contractor feedback– Maximum upload size doubled

– Search function– PDFs that are digitally or electronically signed through a third party (e.g. DocuSign) will be accepted

Multiple Projects Pathways

Software Updates

• Statewide is program working with the four new software vendors to determine which will be available in 2016

• EnergyPro has decided not to submit to CalTest• EnergyPro will be allowed to continue to be used until at

least January 15, 2016. • Home Upgrade will announce proposed decision with you

within 2‐4 weeks for your input. Please share your input on the proposed timeline to transition with your account manager.

SCE Residential Quality Installation

• ENERGY STAR® Verified Installation

• Will be offered with Home Upgrade (Advanced Path)

• More information available at: www.AC‐QUALITY.com

• Upcoming ENERGY STAR training in October

SoCalGas Program Updates

Testing by Measure

Home Upgrade Only

Gas Only Project

Located In…• Glendale

• Imperial

• Lompoc

• Los Angeles

• Moreno Valley

• Pasadena

• Riverside

• Anaheim

• Anza

• Azusa

• Banning

• Burbank

• Cerritos

• Colton

Testing by Measure

• Test‐in is still recommended, though it is not required• Test‐out requirements are dependent upon the measures

installed– Duct replacement= Duct Blaster or a CF3R– Cooling = CF3R– Heating and DHW = Appliance Ambient/Whole House Gas Leak Test

– Shell Measures (attic/wall/floor/air sealing/windows) = full CAS/CAZ and Blower Door

Testing by Measure

• Types of testing are added to ensure customer safety

• Streamlines testing to help you complete a higher volume of Gas‐only projects and close them out quickly

• Currently available through December 31, 2015

Home Performance with ENERGY STAR®

• Applies to SoCalGas Advanced Home Upgrade projects only• Participation is EASY – simply sign the CPA addendum and

follow program and branding guidelines– Sign up at the table in back during the break or after the meeting

Home Performance with ENERGY STAR

• Awareness: the National Awareness of ENERGY STAR study performed by CEE in 2014 shows that 89 percent of households recognize the label

• Co‐brand with Home Performance with ENERGY STAR– Materials available from SoCalGas– Materials available from DOE– Contact your Account Manager for guidance on adding Home Performance with ENERGY STAR to your materials

A SoCalGas‐Funded Program to Help You and Homeowners

Home Energy Advising

George Kopf

• BPI Building Analyst• Home Energy Professional (HEP) Energy Auditor• CLEAResult• Home Energy Advising

SoCalGas‐Funded Home Energy Advising

• Home Energy Advising is a program to help homeowners complete energy upgrade projects.


• Toll free: (888) 382‐2925• SCGHEA.com


• Complimentary


• Phone and email based advisory service


• Do Home Energy Advisors go in the field?


• Home Energy Advisors do not go in the field.


• Home Energy Advisors advise homeowners.


• Knowledgeable


• Objective and unbiased


• Homeowners currently eligible

+Municipal Electric Utility

Customer


• Current outreach strategy: Real Estate


• How Home Energy Advising success is measured

COMPLETED HOME UPGRADE

PROJECTS


• Home Energy Advising started in 2009 in Colorado


• We are effective

≈ 65% CompleteProjects


• Ways Home Energy Advisors support Home Upgrade Participating Contractors:

1. Connecting homeowners without a contractor to Home Upgrade Participating Contractors

2. Ongoing customer support3. Unconverted lead

assistance


• Do you have a contractor? • No.


• Determine homeowner needs and direct them to resources


• We help homeowners make confident decisions

1

Energy Upgrade California® Home Upgrade provides assistance and incentives for home improvement projects that can reduce energy use and make homes more comfortable. This statewide program is managed locally by utilities and regional energy networks and directed by the California Public Utilities Commission in collaboration with the California Energy Commission. Funding comes from utility customers under the auspices of the California Public Utilities Commission. Incentives are offered on a first-come, first-served basis and are effective until funding is expended or the program is discontinued. Programs may be modified or terminated without prior notice. ©2015 Southern California Gas Company and CLEAResult. Trademarks are property of their respective owners. All rights reserved.

SELECTING A PARTICIPATING CONTRACTOR Congratulations on your interest in completing an energy upgrade and making your home more comfortable, durable, healthy, valuable, and efficient. The next step is to select a qualified participating contractor for the job. Asking good questions upfront can be very helpful in selecting a contractor. The chart below provides example questions and space to write down responses. A list of participating contractors can be found at www.socalenergyupgradecontractors.com/find‐contractor. If there is anything we can do to help, contact your Energy Advisor at (888) 382‐2925.

Example Questions Answers

Contractor Name and Contact Info

How much do you charge for an energy assessment?

How long will it take to perform the energy assessment and prepare a report and

proposal?

What will your energy assessment report include?

What services do you provide in‐house vs. subcontracting to other companies?

Do you offer financing?

Are you familiar with rebates or other incentives that are available? Do you submit all necessary applications?

Do you have any type of guarantee or warranty?

Can you provide a list of references that have completed projects similar to mine?

Do you follow BPI health and safety testing standards?

How soon are you available to start working on my project?


• Got a hesitant homeowner?


• Your leads stay your leads


• Homeowner Feedback:

• “A truly great experience in educating a property owner on all the options available to making their home more energy efficient.”


• Contractor Feedback:

• “Thank you so much for all of the hard work that the home advisors are doing. We have gotten a lot of great leads from that service and we are very appreciative of our partnership.”


• Next steps:

1. Connect with me2. Let’s coordinate with your sales team3. Send us your unconverted lead data


• Questions about Home Energy Advising?


• George Kopf• Cell: (310) 407‐9675• [email protected]

• Learn more about Home Energy Advising:• SCGHEA.com• (888) 382‐2925

REEL Program

QC Updates

What We Will Cover Today

• Red Work Zone (RWZ)• Authority Having Jurisdiction (AHJ)• QA/QC Processing Guidelines• Pocket Reference Guide (PRG)• CF3Rs• CF3Rs and PACM• CF3R Duct Test Exception• Building Permits• PACM Options• Top Appeal/Pending Contractor Action Issues• Equipment Calibration

Red Work Zone (RWZ)

Home Upgrade Program Requirement

Red Work Zone (RWZ)

Proper Measuring Points

Red Work Zone (RWZ)

Not in Compliance with RWZ Requirement

Red Work Zone (RWZ)

• Gas appliances• Electrical outlets• Condensing units• Electrical panels• Junction boxes• Disconnects• Conduit• Motors• Telephone line connections• Cable line connections• Millivolt systems

Possible sources of ignition include but are not limited to:

Authority Having Jurisdiction (AHJ)

• The SoCalGas requirement is more stringent than the CMC.

• A project may pass city inspection, but still fail the Program’s RWZ requirements

The CMC states that a 36‐inch clearance from the gas pressure regulator and a possible ignition source is required. It does not state the distance is to be measured horizontally nor does it address the rest of the meter. A contractor’s work could be in compliance with the CMC, yet out of compliance with SoCalGas and Program requirements.

Local Ordinance vs. Program Requirements

QA/QC Processing Guidelines

• Copies of the QA/QC Processing Guidelines will be distributed today

• Processing Guidelines may also be found in the Resources section of the SCE/SoCalGas Home Upgrade website

Updated QA/QC Guidelines

Pocket Reference Guide (PRG)

Quick access to important Program data

• Durable copies designed to fit in a back pocket

• Electronic copies of the PRG may also be found in the Resources section of the SCE/SoCalGas Home Upgrade website

• Available soon

Pocket Reference Guide (PRG)

• Processing Guidelines• Formulas• CO Action Levels• Draft Limits• Advisory Conditions• Red Work Zone (RWZ)• Appliance Testing• Remediation Issues• Mechanical Ventilation

Includes:

CF3Rs

CF3R Forms applicable to the Program

• CF3R‐MCH‐20 Duct Leakage• CF3R‐MCH‐22 Fan Efficacy• CF3R‐MCH‐23 System Airflow Rate• CF3R‐MCH‐25 Refrigerant Charge Verification

CF3Rs

CF3R Forms submitted for additional modeled savings in Advanced Home Upgrade:

• CF3R‐MCH‐22 Fan Efficacy• CF3R‐MCH‐23 System Airflow Rate• CF3R‐MCH‐25 Refrigerant Charge Verification

CF3Rs

CF3R Submission Requirements

• CF3R‐MCH‐20 is no longer required by the Program for HVAC system change‐outs. (Proof that permit has been pulled is still required)

• CF3R(s) may be required by the local building departments, but not the Program.

CF3Rs

CF3R Duct Leakage submittal will bypass QC Duct Testing

• Less than 10% total leakage or leakageto outside bypasses QC duct testing in Home Upgrade

• Less than 6% total leakage or leakage to outside bypasses QC duct testing in Advanced Home Upgrade

CF3Rs and PACM

HERS Rater Chooses Not To Conduct Test

• Duct systems with PACM remediation may result in a HERS Rater exemption.

• Projects selected for QC verification when CF3R has not been submitted will be tested for duct leakage by QC.

Duct Test Exception

CF2R‐MCH‐01‐E

• Section J Items 03 and 04 to be completed

Building Permits

Proof that a permit has been pulled is required when:

• A new furnace is included in the SOW

• A new condenser is included in the SOW

Building Permits

• Building Permit

• Building Permit Receipt

• Screen Shot of electronic Building permit

Acceptable Documents:

Building Permits

• Permits are required: Participating Contractors should always pull permits where applicable.

Top Appeal/Pending Contractor Action Issues

Jan. 1, 2015 – Aug. 30, 2015

• Gas leaks• Missing documentation other than CF3R• Missing CF3R• Missing TCVs• Missing CO monitor(s)• Mechanical Ventilation required• $500 or more drop in incentive• Heat Producing Device in contact with insulation• Communication• CAS/CAZ

Equipment Calibration

Regular Calibration Required

• DG 700 manometers to be “Field Calibrated” every 90 days or when dropped

• DM 2 manometers to be “Field Calibrated” as needed, no set scheduled

• All manometers to be professionally calibrated every two years

• Follow gas analyzer manufacturers’ recommendations for calibration schedule

The Energy Conservatory DG 700 Calibration

Field Calibration Procedure

• To Field Calibrate TEC DG 700 Manometers follow the instructions on The Energy Conservatory’s website

• energyconservatory.com/sites/default/files/documents/dgfieldcheck.pdf.

Retrotech DM 2 Calibration

Field Calibration Procedure

• To Field Calibrate DM 2 Manometers (Cross Port Check) follow the instructions on the Retrotech website

• http://retrotec.com/sites/default/files/manual‐guides‐specs/Manual‐DM‐2 Operation.pdf

PACM: Four Options

Option 1: Identify, Use Default Values, Submit the Reservation Information, Remediate.

1. Identify PACM during pre‐retrofit assessment. Halt diagnostic testing at this time.

2. In the AHU path use default values for cfm25 and cfm50.

3. Submit project reservation information.4. Remediate PACM: remove or encapsulate according to

state, federal and OSHA rules and regulations.5. Complete construction and upload abatement

certificate or certified negative test results.

PACM: Four Options

Option 2: Identify, Test, Remediate, Submit the Reservation Information


2. Use state‐licensed facility test for asbestos.3. If present, remediate ACM: remove or encapsulate

according to state, federal and OSHA regulations.4. Complete pre‐retrofit diagnostic testing.5. Submit project reservation information.6. Complete construction and upload abatement

certificate or negative test results.

PACM: Four Options

Option 3: Identify, Remediate, Submit the Reservation Information


2. Remediate PACM: remove or encapsulate according to state, federal and OSHA rules and regulations.

3. Complete pre‐retrofit diagnostic testing.4. Submit project reservation information.5. Complete construction and upload abatement

certificate or negative test results.

PACM: Four Options

Option 4: Don’t submit the projectIf PACM is not going to be tested/remediated/encapsulated,do not submit the project to the Program.

PACM Program Recommendation

PACM Work Order

• Helps assemble information required on the asbestos abatement certificate.

• Include detailed description of PACM material that is to be remediated.

• Give a copy of this information to the licensed abatement company.

Marketing Updates

IOU Marketing and Advertising

• Consistent promotion on Social Media• SCE residential bill onsert messages• SoCalGas residential bill envelope messages• SoCalGas Energy Hero campaign including TV,

radio, print, billboards and digital advertising that directs customers to SoCalGas EE programs

• SoCalGas News Home Upgrade feature• SCE/SoCalGas co‐branded direct mailer to

100,000 customers; direct email to 340,000 customers

• Home Upgrade collateral presence at events including the LA County Fair and Solar Decathlon

• Upcoming direct mailer in SoCalGas territory: high propensity customers in municipal utility areas

Welcome Postcards

• Sent to all customers once project is started

• Detailed steps showing what to expect in the Home Upgrade process

• Provides customer with the program team’s telephone number should they need to contact a representative

Program Website

• Streamlined navigation• Improved graphics• Responsive design• Distinct Resources areas for Joint and Gas Only programs

• Improved content for customers who reach the site through the Find a Contractor search page

• NEW Online Learning Center

Program Website

• Find a Contractor Page– 9,706 visits since site relaunch on July 15 – Majority of visits are a result of direct

conversions from SCE/SoCalGas marketing efforts

– Linked directly from ‘About the Program’ page now

– Make sure to review your listing periodically

Co‐Branding Reminders

• Never add SCE or SoCalGas logos to your marketing materials or websites– Make sure your partners such as lead generation firms do not use SCE

or SoCalGas logos on their materials• Definitely co‐brand with the Home Upgrade program and logo!

– Make sure you follow the branding guidelines (available on the program website)

– Branded templates no longer available from statewide program– SCE/SoCalGas program team can assist with co‐branding review and

approval by statewide team– Do not represent yourself as Energy Upgrade California, Home Upgrade,

etc. (phone calls, etc.).

Marketing Materials Available

• The following materials are available from the program team (quantities are limited!)– SCE/SoCalGas program trifold– SCE/SoCalGas program rack card– SCE/SoCalGas program lawn sign– SoCalGas program trifold (English, Spanish,

Traditional Chinese available) – SoCalGas program lawn sign– SoCalGas program door hanger– SoCalGas HPwES trifold and lawn sign– Home Energy Digests– Home Upgrade Info Sheets

• Don’t forget to pick up your materials before leaving today!

Contractor Appreciation Night 2015

Mark your calendars for Thursday,

December 17!