To fully participate in the just, clean energy transition, energy communities (ECs) should embed the principles of energy solidarity into their culture. As the work is likely to be cross-cutting, securing a high-level champion is crucial to unite staff across different departments.
High-level engagement can also draw attention to this commitment both internally and externally. Selecting or recruiting the right people is the next crucial step. Organising awareness and/or specific training sessions can potentially spark interest. Some employees may be eager to become engaged in tackling energy poverty. Others may feel it does not align with their skills or expertise, or that it is too difficult on a psychological or emotional level.
ECs should validate both perspectives by recruiting those who want to engage and not putting pressure on those who express discomfort. Ultimately, vulnerable customers will need to feel reassured that people they are speaking to are empathetic, patient and able to convey information clearly. As such, those who want to be involved should be evaluated for the soft skills needed to carry out this work effectively.
How to recruit the right staff, and establish protocols
Ultimately, the Task Force needs to be a dedicated and well-trained team capable of articulating messages effectively and adapting communication appropriately. They should be well-trained in navigating emotional and challenging interactions with customers, equipped with the tools needed to develop a comprehensive understanding of diverse client situations, and well-informed regarding available assistance programmes offered by the EC or by other actors.
The basic elements of a Task Force protocol for each customer might include the following steps:
- Initiate contact with clients and ask standardised questions regarding their housing situation and energy bills.
- Conduct Home Visits, if feasible, to obtain a fuller picture.
- Establish a schedule for follow-up calls (e.g. every two weeks) to cultivate a long-term relationship, build trust and provide tailored assistance for various situations.
- Another key role of the Task Force is to monitor changes in the ‘environment’ in which they operate, which includes tracking changes to legislation and who is doing what – or, indeed, what is NOT being done – to advance energy solidarity practices.
- The Task Force should also be responsible for setting clear goals and establishing monitoring and evaluation mechanisms that will help measure progress towards them. Or for guiding adjustments to plans and processes if goals are not being met.
The work involved in carrying out the roles defined above may be substantial. As such, ECs need to carefully consider how they will cover staff costs and any expenses related to establishing and maintaining a Task Force. As EU Member States are now obliged to tackle energy poverty, it may be possible to apply for government support. A growing number of corporations and foundations are also offering support for energy solidarity actions.
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