Sewer District now self-manages its crisis assistance, rate reduction programs
New monthly Saturday open hours, cost-saving program changes focus on reducing barriers, increasing enrollment
As part of our ongoing effort to reduce barriers and enroll eligible customers in our cost saving programs, the Northeast Ohio Regional Sewer District now manages its Rate Reduction Program (formerly known as the Affordability Program) and Crisis Assistance Program in-house.
In addition, our Customer Service department added open office hours on the first Saturday of every month (8:00–11:00 a.m. at 3900 Euclid Avenue, and open phone lines 8:00 a.m. to 12:00 p.m.) to increase access to live in-person support.
These changes took effect February 1, 2024. These programs were previously managed by CHN Housing Partners; CHN continues to manage the Water & Sewer Plumbing Assistance Program.
“This is an exciting addition to the many clean water services we provide to the Greater Cleveland area,” said our Chief Executive Officer Kyle Dreyfuss-Wells. “We’ve had huge success helping customers through our Utility Assistance Resource Fairs, which were developed and managed by the Sewer District. It was a logical step to bring these programs in-house.”
Launched in 2012, our Rate Reduction Program provides a 40 percent reduction in sewer and stormwater bills. To be eligible, customers must meet federal poverty guidelines of 250% and be responsible for paying their sewer and stormwater bills.
We established the Crisis Assistance Program in 2012 to provide a one-time annual credit up to $300 and establish payment arrangements to those experiencing a life event, like a medical issue, divorce or job loss, just to name a few.
“The process for enrolling in assistance programs can be daunting,” said Dreyfuss-Wells. “Our goal is to reduce the barriers customers experience when enrolling in programs designed to help.”
We’re committed to reducing barriers by streamlining the following eligibility requirements and processes:
Elimination of Multiple Birth Certificates
Many assistance programs require customers to provide birth certificates of all members living in the household. We are eliminating this requirement for the Rate Reduction and Crisis Assistance Programs. Only the owner occupant or tenant applying for assistance, provided they demonstrate responsibility for the bill, will be required to provide their birth certificate.
Proof of Income
Many assistance programs require proof of income for everyone living in the household. This will no longer be necessary. The Sewer District will only require proof of income for the owner occupant or tenant applying for assistance, provided they demonstrate responsibility for the bill.
Elimination of the Social Security Card
While many assistance programs require a copy of social security cards for everyone living in the household, we will only require a copy of the social security card for the owner occupant or tenant applying for assistance, provided they demonstrate responsibility for the bill.
On-line Portal to Apply for Assistance
Customers have the ability to apply on-line or to upload applications at neorsd.org/save once the portal goes live. Customers can expect a response in 2 to 3 business days.
Fast-Track Applications
Customers receiving Supplemental Nutritional Assistance Program (SNAP), Home Energy Assistance Program (HEAP) or Percentage of Income Payment Plan (PIPP) have already met stringent eligibility criteria. These customers will not need to provide proof of income or birth certificate, instead they will only need to complete an application and show proof of enrollment in any of those programs to automatically be enrolled in the Sewer District’s Rate Reduction Program, provided they demonstrate responsibility for the bill.
In addition, to minimize the burdens of access to in-person account support, the Sewer District’s Administrative Offices located at 3900 Euclid Avenue in Cleveland are open the first Saturday of every month beginning February 3 to help those interested in completing utility assistance applications or accessing any account-related support. Hours will be from 8:00 a.m. to 11:00 a.m. Parking is free and no appointments necessary.
“The goal is straightforward — to provide help to those who need it most,” said Dreyfuss-Wells. “Sewer District representatives will continue our robust outreach by attending a variety of events, such as community ward meetings, school and senior citizen events, and more — in addition to continuing to host Utility Assistance Resource Fairs, together with our many partners, so that our customers know we’re here to help.”
In partnership with various elected officials, utilities and service providers, the Sewer District established the Utility Assistance Resource Fairs in 2022, hosting six events throughout the region and seven events in 2023. In addition to assistance for sewer and stormwater bills, other utilities including City of Cleveland Division of Water, Cleveland Public Power, First Energy, Dominion, City of Cleveland Division of Water Pollution Control as well as community organizations, like CHN Housing Partners, StepForward and Greater Cleveland Food Bank, were available.
The Fairs provided an opportunity for customers to enroll in various programs and to speak with utility and community organization representatives.
Over the past two years, over 2,200 customers have been served. We’ve enrolled over 10,000 new customers thanks to robust outreach initiatives across the region. The next Utility Assistance Resource Fair is scheduled for Saturday, February 10 at the Collinwood Recreation Center on 16300 Lakeshore Boulevard in Cleveland.
About our cost-saving programs
Rate Reduction Program (as of February 1, 2024)
The Rate Reduction Program, currently named the Affordability Program, is income-based and offers customers a rate reduction of 40 percent. Customers who are at or below 250 percent of the federal poverty level may qualify. This includes renters who can show proof of their responsibility to pay the sewer bill. Customers can be enrolled in either the Homestead Program or the Affordability Program, but not both. The program is administered by CHN Housing Partners until January 31, 2024. To learn more, call NEORSD Customer Service at 216–881–8247.
Crisis Assistance Program
The Crisis Assistance Program is available to customers affected by a major life event, such as sudden medical expenses, job loss, separation, or divorce. This program provides a one-time credit of half of a customer’s bill, up to $300 and are placed on a payment plan for the remaining balance. To qualify, customers must have experienced a hardship within the past six months and received a disconnection notice. No income requirements apply, and the program is open to both homeowners and renters. The program is currently administered by CHN Housing Partners until January 31, 2024. To learn more, call NEORSD Customer Service at 216–881–8247.
Summer Sprinkling Program
Regardless of income, owner-occupied residential properties can take advantage of the Summer Sprinkling Program, which runs annually from May 1 through September 30. Water use often increases during the summer because of sprinklers and other seasonal activities, but most of this additional consumption does not return to the sewers. During the program period, bills are based on average winter water consumption or actual summer water consumption, whichever is lower. Those interested in applying can do so online or via a mail-in application.
Homestead Rate Program
The Homestead Rate Program is available to customers ages 65 or older, or customers under 65 who are fully disabled and offers a rate reduction of 40 percent. To learn more, call NEORSD Customer Service at 216–881–8247.
Stormwater Credits
Customers can receive a reduction in fees if they take measures to reduce the stormwater volume flowing from their properties. Those interested in applying can do so online or via a mail-in application.
Plumbing Repair
Eligible homeowners may receive emergency service line replacements and other plumbing repairs through CHN Housing Partners Energy Efficiency Services. To be eligible, customers must be homeowners in the Sewer District’s service area and meet income guidelines. The program is administered by CHN Housing Partners until January 31, 2024. To learn more and apply, visit CHN online.
