Joanne Gentry, deputy utility manager of finance and administration for the Los Alamos Department of Public Utilities, told the committee the Utilities Assistance Program (UAP) helped 86 customers in fiscal year 2025 and distributed $26,529 in assistance. The program is funded entirely by voluntary donations from utility customers, she said.

The program provides three types of aid: winter assistance (October through March), year‑round assistance for customers on Supplemental Security Income, and one‑time hardship assistance (up to $350 once per year). "We take the average cost of their electric, gas, water, and sewer costs from the previous winter ... we take 30% of that consumption amount," Gentry said, describing how payment amounts are calculated.

Why it matters: UAP is a locally managed safety net that the department says is intended to prevent disconnections for low‑income and other vulnerable households in Los Alamos County. Because the fund is donation‑supported, program leaders said continued contributions and outreach affect how many people the program can help.

Program details and recent changes

- Eligibility and thresholds: The department recalculated the median household income to $143,188 and uses 50% of that figure ($71,594) as the threshold for winter assistance. Year‑round assistance is available to customers receiving Social Security income. One‑time assistance requires demonstration of need and is not income‑qualified.

- Payment amounts: The department recently adjusted its payment bands: the minimum assistance for winter and year‑round help increased from $17 to $20; the maximum rose from $138 to $158. One‑time grants are capped at $350 per recipient per year.

- How payments are calculated: For winter and year‑round aid the department averages a customer's winter utility bills, calculates 30% of that amount, then rounds up to determine the credit applied across the assistance period.

Funding and program scale

Gentry showed program totals from the department’s internal review: donations to the fund were about $32,868 in 2025, and the UAP paid roughly $26,529 in assistance in fiscal year 2025, leaving a reported fund balance of $26,013 at the close of FY25. In that year the program helped 86 customers. Gentry also listed other community resources: the federal Low Income Home Energy Assistance Program (LIHEAP), local nonprofit Self Help, LA Cares, and Los Alamos County Social Services as referral partners. She said LA Cares provided about $26,831 in assistance to local customers in the past fiscal year and that LAHEAP and social services are separate programs with different approval processes.

Donations and payment options

Gentry described ways customers can donate: a monthly designated amount added to a utility bill, one‑time contributions, or purchases from a department merchandise page that routes proceeds to the fund. The online donation option that existed during COVID was later disabled because it attracted fraudulent card‑testing attempts; the department now asks donors to submit an online form to add a recurring donation to an account so the donation appears on the monthly bill.

Disconnects, fees and protections

Gentry outlined the utility disconnection process: customers have 25 days from the bill date to pay; on day 30 the department sends a mailed past‑due notice, then a courtesy phone call about a week and a half later. If there is no payment or arrangement a door tag is issued and customers have seven days to respond; disconnects occur on the eighth day after the door tag is left. The department typically issues about 30 or more door tags weekly and disconnects between one and 10 accounts per week, depending on where delinquencies concentrate in the service area. Gentry said most accounts are reconnected the same day once contact is made and an arrangement or payment is completed.

Fees and technology: Door‑tag issuance carries a $25 fee to cover the staff time of delivering notices. Because the utility now uses advanced metering infrastructure (AMI), remote reconnects are possible and the reconnection fee for AMI customers is $10, she said.

Winter moratorium and governance

Gentry said customers who qualify for winter assistance and are current as of Nov. 15 are not disconnected under the department’s winter moratorium procedures until after March 15. She described that policy as guided by Public Regulation Commission (PRC) winter‑moratorium practice, though Los Alamos Department of Public Utilities does not follow PRC rules in full.

Budget risk and reserve practices

The department budgets for uncollectible accounts and maintains reserves. Gentry recalled that when gas prices spiked several years ago the utility drew on reserves and later adjusted customer charges to replenish funds. She said the department reviews the UAP annually and any substantial change to eligibility or assistance percentages would require rule changes and Board of Public Utilities approval (the department referred to that internal guidance as GR 13).

Questions from committee members

Committee members asked whether an individual can donate directly to another household’s account and how quickly one‑time assistance can be approved. Gentry said donors can make payment directly to a named account through customer care, and that one‑time assistance applications typically are approved within one business day when the need and eligibility are documented.

On demographic data and disconnect drivers

When asked by a County Health Council representative whether the utility tracks demographic data about why customers are disconnected, Gentry said the utility does not collect or retain demographic details (age, race, household composition) tied to delinquencies. She said the department keeps counts of door tags and disconnects and noted that, in her 20 years, staff have seen many repeat customers and customers who struggle month to month.

County contributions and legal limits

A committee member asked why the county itself does not contribute to the UAP. Gentry explained that the utility fund is supported by customer donations and that state anti‑donation law prevents the county from contributing to a fund that in turn makes direct payments to private individuals. She said the Department of Public Utilities holds and allocates donated funds under department rules and the Board of Public Utilities’ oversight.

What’s next

Gentry said the department will continue outreach via bill inserts, disconnect notices and customer care contacts to raise awareness of the program and donation options. The committee did not take a formal vote on UAP items; Gentry’s presentation and the Q&A served as an informational session.