Training people who provide other services to understand energy poverty and recognise its signs, as well as the principles and actions linked to energy solidarity, can be a vital way to establish first contact with vulnerable households.
‘Frontline workers’ refers broadly to any person working for a government agency, CSO or other service oriented entity that may come into contact with people who are vulnerable in one way or another. Because of their ‘outreach’ and ‘intake’ roles, frontline workers may become the ‘point person’ for people who are unlikely to ask for help. Frontline workers, whether employed by an EC or another entity, bring value in terms of:
- Accessibility: Typically stationed at service counters or answering telephone hotlines, their physical or online presence supports ease of access for people who need help.
- Local knowledge and cultural sensitivity: Often local residents themselves, frontline workers have in depth knowledge of the community. They may share the same or similar cultural backgrounds, and thus understand people’s habits. Being familiar with specific challenges and constraints that people in the area face, they may also be able to anticipate their needs.
- Trusted ‘point people’: Such familiarity can facilitate open communication and help build trust.
Key topics for frontline training
Generally, the aim of connecting with frontline workers should be to educate and train them on many of the same topics and skills described for EC staff and volunteers. Training sessions might cover the following:
- an overview of energy poverty in the area, its extent, causes and effect
- a summary of the types of assistance and energy solidarity measures the EC can provide
- demonstrated value, including case studies or statistics on impacts achieved to date; if the EC is recently established, the focus can be on expected outcomes based on upfront analysis
- clear instructions on how the potential partner could refer clients to the EC’s services.
ECs should also practice active listening in these interactions, as the knowledge of frontline workers may help them customise energy solutions based on the unique requirements of the community. They should also convey their willingness to learn about each potential partner and how to be mutually supportive to deliver the best outcomes to clients.
ALIenergy recommends that, rather than hoping frontline workers will attend information sessions offered, ECs should invite themselves into meetings being organised by others to discuss the needs of vulnerable and disadvantaged people. Get in contact with local networks and search for upcoming opportunities to share your services.
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