2022 Customer Service, Credits & Collections Conference

NEPPA’s 2022 Customer Service, Credit & Collections Conference will be held September 19 -20, 2022 at The Doubletree by Hilton Manchester Downtown (700 Elm Street, Manchester, NH 03101) . Join your professional colleagues for 2 day of educational sessions, roundtables, networking, sponsor exhibits, and more!

Be sure to nominate your Customer Service rockstar for the Carol A. Tracey Customer Service Award.  Awards will be presented prior to lunch on Monday.  Nominations are due by Friday, September 2, 2022.   Click here to submit your nominations.  


click button below to register online

click tab below for more information 


Agenda details are still being finalized and are therefore subject to change.

Monday, September 19, 2022

8:00 AM Registration, Continental Breakfast 

9:00 AM Keynote:  15 Ways to Stay Sane or Saner by Jon Wortmann

Do you know how to prepare for big days? To recover from bad days? How to handle a pandemic and stay sane? Best selling author of Hijacked by Your Brain Jon Wortmann will take us through the techniques that keep you well in the strangeness of our new world.

10:30 AM Break 

10:45 AM Matching Tendencies to Build Trust by Jon Wortmann

Do you know why people drive you crazy? How to build trust with anyone? Based on his best seller, Mastering Communication at Work, Jon Wortmann will teach us 9 tendencies we can adjust to strengthen relationships and communicate more effectively.

11:45 AM Break  

12:00 PM Lunch and Awards 

1:30 PM Using Market Research to Improve Business Planning, Customer Services and Community Relations by  Michael Vigeant, GreatBlue Research

As our world, both personal and professional, continues to evolve, having the proper data available is key to making decisions.  In this session, we will discuss key drivers and barriers utilities are currently facing in today's marketplace and how market research is helping to better plan out strategic plans and key processes. In particular, the key areas of focus include business planning (remote work strategies that impact both customers and employees and other strategic areas), customer service practices, policies, and challenges as well as reengaging with the community in a pandemic environment.

2:30 PM Off-Site Team Building Activity
                                  Muse Paint Bar 
                                  42 Hanover Street
                                  Manchester, NH 03101       

Tuesday, September 20, 2022

7:30 AM Registration

8:00 AM Continental Breakfast

9:00 AM  The Gatekeeper - The Most Important and Vulnerable Person in your Organization by Joe Hileman and Terry Choate, Blue Defense University

Your organizations Gatekeeper could very well be the most important person in your organization should an incident-of-violence, or even the potential from an incident-of-violence initialize. Why? Because where is a problem likely to start? At the main entry area. Unfortunately, this also makes your Gatekeeper the most vulnerable person in your organization. This being the case, they must be trained to be able to recognize potential problems and manage them as effectively as possible and react appropriately even under the most stressful of situations.

This course has been designed specifically around the unique needs and challenges of this very critically important role within your organization; the people who are tasked with responsibility for managing the main entry area of your building. This course covers both traditional topics (from a completely unique perspective) as well as numerous “non-traditional” things that are rarely covered yet the most critical elements of true safety, security, and performance in this position.

10:00 AM Break  

10:15 AM Eversource Energy's Programs to Help with Energy Bills by John Braswell, Hardship Program and Protections Consultant, Eversource NH Credit 

Eversource Energy will share how low-income programs can help eligible customers reduce past-due balances and how you can save money and energy through an energy home assessment.

11:15 AM Break 

11:30 AM Customer Experience with a Focus on Credit and Collections for Utilities by Dan Dent and Tammy Molino, Cogsdale

12:30 AM Lunch  

1:30 PM CSCC "What Keeps You Up at Night" Roundtable faciliated by Lily Burgess, Stowe Electric Department

2:30 PM Adjourn


click here for printable registration form

click here for printable Agenda 


Attendee Registration:

NEPPA's 2022 Customer Service, Credits and Collections Conference will be held September 19-20, 2022 at the DoubleTree by Hilton Manchester (700 Elm Street, Manchester, NH 03101).  Join your professional colleagues for 2 days of educational sessions, roundtables, networking, sponsor exhibits and more!


2022 Attendee Registration Fees: 

Type Rate
                  Utility / Affiliate Member $295
                  Not-Yet-Member $395 
Monday, September 19th ONLY
                  Member  $265
                  Not-Yet-Member $365
Tuesday, September 20th ONLY      
                 Memeber $195
                 Not-Yet-Member $295
Award Luncheon Only $45

Not yet a member? Join today and save money on your conference registration. Call 978-540-2200 or email Membership@neppa.org.

Click here for Printable Agenda 

Questions? Contact Wendy Esche at wesche@neppa.org or call the office at (978) 540-2200.

Sponsor Registration 

Support NEPPA's Annual Conference and reap the benefits of engaging with public power business managers, office managers, customer service & customer care manger and representatives from all over the Northeast Region.  Want to sponsor something that is not listed?  Contact Wendy Esche at wesche@neppa.org of call the office at (978) 540-2200.

*Display table space is limited, participants will be accepted on a first-come, first-served basis.

Please select your sponsorship from the opportunities listed below and return this form to registrar@neppa.org.


Sponsorship Opportunities


Be Noticed Platinum Gold Silver Bronze
Logo Placement on Sponsor Signs On-Site at Conference X X X X
Badge Ribbon Designation X X X X
Company Logo in Promotional & On-Site Materials X X X X
Verbal Recognition at Award Presntation & Lunch X X X X
Attendance for Company Representative(s)  X - 2Rep X-1Rep
Table-Top Display near Meeting Room (6ft skirted table) X X
Special Signage at Reception, Dinner or Benevolent Fund Activity (See Opportunities Below) X  

Platinum Level Sponsorship Opportunities  ($1,500)
(Qty. Available - See breakdown where appropriate.) 

Keynote Speaker:  (3 ea.)  Keynote Speaker Monday, September 19th
Continental Breakfast: (3 ea.) Monday, September 19th or (3 ea.) Tuesday, September 20th
Lunch: (3 ea.) Monday, September 19th or (3 ea.) Tuesday, September 20th    
Audio Visual:  (3 ea.) Monday, September 19th or (3 ea.) Tuesday, September 20th
Off-Site Activity:  (3 ea.) Monday, September 20th

Platinum Level Sponsorship includes attendance for 2 representative and a 6' skirted table near the meeting room. 

Gold Level Sponsorship Opportunities($1,000)
(Qty. Available - See breakdown where appropriate.) 

Gold Level Sponsorship includes attendance for 1 representative and a 6' skirted table near the meeting room. 

Silver Level Sponsorship Opportunities  ($750)

Silver Sponsors will have their logo on signs and materials on site.

Bronze Level Sponsorship  ($500)

Bronze Level Sponsors will have their logo placed on select materials on-site.

If you don't see something on the above list you would like to sponsor please contact Wendy Esche, wesche@neppa.org or call the office at (978) 540-2200.



To make your overnight accommodations, please contact the hotel directly and mention you're with the Northeast Public Power Association or NEPPA to get the group rate. Rooms and rates are held until Wednesday, September 7, 2022 and are based on availability.

DoubleTree by Hilton Manchester Downtown - $152/ night + tax

Click Link to make reservation via website

700 Elm Street
Manchester, NH 03101
(603) 625-1000

Room Types Available  

Room type available consist of Run of House, King or Double/ Double bedrooms.  All room rates will be $152+ per night.   

All reservations require a deposit equal to the room rate and tax for the first night for each reseravtion.  An individual's deposit is refundable to that individual if the Hotel receives notice of an individual's cancellation as least 48 hours prior to arrival.    

Attendees can call the hotel direct at (603) 625-1000  or use the link below to make reservations on line: 

Off-Site Team Building Activity

Monday. September 19th 

Come to our team building event that you will be talking about long after it’s over?

We’ve got you covered! The Muse artist instructors will be there to help guide you from blank canvas to masterpiece, NO art experience required.

Come mingle with your peers and break the ice and get the conversation going.


Questions:  Please contact registrar@neppa.org or call the office at (978) 540-2200.

Skip to content