Outage Management & Emergency Communications Roundtable 

blue bar illustrator horizontal

April 4, 2018    |    NEPPA Training Center

  200 New Estate Road, Littleton, MA 01460 


Sponsored by NEPPA's Customer Service Subcommittee, the Outage Management & Emergency Communications Roundtable will be held Wednesday, April 4, 2018 at the NEPPA Training Center (200 New Estate Road, Littleton, MA 01460).


Who Should Attend?

This Roundtable is designed for anyone involved with communicating the impact of outages to customers including:

  • Customer service representatives
  • Customer service managers
  • Communications professionals
  • Office managers



The agenda is being finalized and is therefore subject to change.

8:30 am    Coffee & Baked Goods Available

9:00 am    Welcome & Introductions

Tell us about your system (size, location, number of employees, etc.). What role do you play in customer service and communications during an outage?

9:30 am    Keynote Session
                      Lessons Learned in Outage Management by Lily Burgess & Ellen Burt, Town of Stowe - Electric Dept. (VT)

10:30 am  Roundtable Discussion

Topics Include: 

  • Customer Service During an Outage
    Who handles the phones?
    What are the hours of operation during an emergency situation?
    What additional employee groups does your utility utilize during an outage? What role do they serve?
    How are employees trained for outage communication prior to an outage?
    What are the internal communications between the office and field crews?
    What works? What doesn’t?
  • Managing Customer Expectations
    Does your utility provide estimated time of restoration (ETOR)?
    How do conduct external communications (social media, website, press releases, etc.)?
    How do you handle confrontational customers?
  • Extended Outages
    How does your utility manage communications with customers during extended outages?
    What is the best way to handle an irate customer?
    How do you explain restoration prioritization?

12:00 pm  Lunch

12:30 pm  Roundtable Discussion Continues

2:00 pm    Adjourn




Members: $50
Non-Members: $75


Registration fee includes coffee and lunch.


Register now red button




Lodging is not included in your registration fees and must be arranged directly with the hotel.  Please contact any of the following hotels directly and be sure to mention you’re with NEPPA (or the appropriate code/account number) to receive the negotiated rate:

Courtyard by Marriott, Boston – Littleton -  15% Off Regular Room Rates
102 Constitution Avenue
Littleton, MA 01460
(978) 440-5040

Click here to make your reservation online using the Group Code: BZL


The Westford Regency Inn & Conference Center - $111/night + tax
219 Littleton Road
Westford, MA 01886
(978) 692-8200

Click here to make your reservation online using the Group Code: NEPPA.


Hilton Garden Inn Devens Common (Corporate Account# 3003696) - $139/night + tax
59 Andrews Parkway
Devens, MA 01434
(978) 772-0600

Click here to make your reservation online using Corporate Account # 3003696


SpringHill Suites Devens Common Center (Corporate Code: BZL) - $129/night + tax
27 Andrews Parkway
Devens, MA 01434
(978) 772-3030

Click here to make your reservation using the Corporate Code: BZL.


Questions?  Don't hesitate to call the office at (978) 540-2200.