COVID-19 Updates

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Last updated: June 28, 2020

HCE will be extending the closure of facilities to the public and HCE employees at least through June.

Our public lobbies are scheduled to reopen on July 6th.

We will still be answering calls Monday through Thursday from 7:30 a.m. till 4:30 p.m. and on Fridays from 7:30 a.m. till 3:30 p.m.

No calls will be taken on Thursdays from 8:00-9:00 a.m., due to team meetings. If you need to pay your bill, we encourage you to do so online using your Smart Hub account. If you still need assistance please give us a call or email us at membercare@holycross.com

Holy Cross Energy is continually monitoring events associated with COVID-19 in our area, and we will notify you if we need to take additional precautions to keep our employees and our members healthy and safe.

To our members,

HCE has been monitoring recent events associated with COVID-19 (Coronavirus) in our area, and we have begun taking extra precautions to keep our employees and our members healthy and safe. To that end, we will be closing our offices to the public today, March
13, at 3:30 pm until at least June 1.

In addition, most HCE employees will begin working from home on Monday, March 16. Our hope is that you will not experience any change in the service we provide you, but it is our responsibility to ensure our employees are able to provide you with electricity and other critical services when you need them. Practicing social distancing is the only proven method to do this and we are taking this action out of an abundance of caution.

You can still call us Monday – Thursday from 7:30 am to 4:30 pm, and Friday from 7:30 am – 3:30 pm at 970-945-5491, and one of our member service representatives will be happy to assist you. We will all still be working; we will just be working remotely.

If you have not already done so, we encourage you to sign up to pay your bill electronically through our SmartHub app. If you need to leave your payment at one of our office locations, you can still do that with our drop boxes, which will be monitored during this time.

We apologize for any inconvenience in the meantime.

Sincerely,

Bryan Hannegan
CEO & President

Financial Resources for members impacted by COVID-19

HCE Member Assistance Fund

In April, the HCE Board of Directors approved an additional $500,000 in unclaimed Member Equity for Members who will need extra assistance in paying their bills. Starting May 1, if a member cannot pay a delinquent HCE electric bill that was sent after March 12, they can receive a bill credit to go towards that bill. Each qualifying member will be eligible for up to five months worth of assistance in bill credits between now and the end of the year, or until the funds are depleted.

Members will only be required to self-certify online or in writing that they are experiencing financial hardship as a result of the pandemic. Members can call 970.945.5491 or click here for further program information and to apply for funding.

Apply today

Member Services Representatives working remotely

As our Member Services Representatives transition to working remotely, you may experience dropped calls due to slower phone and internet service. If you do get disconnected, please call back. You can always email us at membercare@holycross.com as well. Thanks for your patience during this time.

Pitkin County COVID-19 Business Safety Plan

COVID-19 Business Safety Plan
Summary

Main Lobbies

Until further notice, the HCE main lobbies in our Glenwood Springs and Avon locations will be closed to the public March 13, at 3:30 p.m. – June.

Our public lobbies are scheduled to reopen on July 6th.

We will still be answering calls Monday through Thursday from 7:30 a.m. till 4:30 p.m. and on Fridays from 7:30 a.m. till 3:30 p.m.

No calls will be taken on Thursdays from 8:00-9:00 a.m., due to team meetings. If you need to pay your bill, we encourage you to do so online using your Smart Hub account. If you still need assistance please give us a call or email us at membercare@holycross.com

  • Pay online – We encourage our members to pay their bills online using Smarthub.
  • Direct-pay phone line – 877.833.2555
  • Use the dropbox – to pay at our office locations.
  • Call us – Monday – Thursday from 7:30 a.m. – 4 p.m. and Friday from 7:30 a.m. – 3:30 p.m.

Holy Cross Energy Temporarily Suspends Nonpayment Disconnections

To support members who may be impacted by Colorado’s response to COVID-19, Holy Cross Energy (HCE) is temporarily suspending nonpayment disconnections for members. HCE recognizes that social distancing may cause economic disruptions for some of our members, and this may cause financial hardship affecting their ability to pay their electricity bill.

Members can contact HCE at 970-945-5491 or at membercare@holycross.com to speak with a Member Services Representative about payment options or a deferred payment plan.

“We recognize that this is a trying time for our members and the communities that they live in,” says Bryan Hannegan, President and CEO of HCE. “To that end, we are committed to keeping the lights on for all members so that their electric service is one less thing for they and their loved ones to worry about.”

Members can also reach out to Catholic Charities at 970.384.2060 or Salvation Army at 970-945-6976 in Garfield and Pitkin Counties or Salvation Army at 970-970-748-0704 in Eagle County for payment assistance. Homes heated by electricity may also be eligible for assistance from the Colorado Low-income Energy Assistance Program at 866-432-8435.

Click here to view a list of financial assistance resources available to members

HCE’s focus continues to be on maintaining the reliability of service and the safety of members, communities, and employees.

Programs

  • Energy efficiency tips during COVID-19
  • Energy Audits  – We will not be conducting residential energy audits for at least the next two weeks.  Members can still call us for assistance, at 970-947-5473
  • Charge at Home. Charge at Work. – EV Charger pick ups will be delayed due to office closure. We will contact you when you are able to pickup your charger.
  • Wire Wise –  Educational presentations are postponed or will be rescheduled.

Events

Because of our commitment to our Members’ health and safety, we have chosen to hold a Virtual Annual Meeting this year. Please RSVP to receive a calendar invite for Wednesday, June 3. Learn more about our initiatives, meet the newly elected Board Directors and submit your questions to be answered.

Staff

  • Has been instructed to limit non-essential travel and conduct meetings virtually when possible.
  • Will be working remotely for the next two weeks.
  • Will be practicing social distancing.

 

We will continue to monitor the COVID-19 situation with the intent to re-open our offices for full service as soon as possible. We apologize for any inconvenience in the meantime.

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