TEAM and CHANGES Programs

Telecommunications Education and Assistance in Multiple-Languages (TEAM) Program

The TEAM (Telecommunications Education and Assistance in Multiple-Languages) program provides services to Limited English Proficient (LEP) consumers with telecommunications issues by focusing on three service components – consumer education, care assistance, and program outreach. Assistance is provided statewide through community based organizations that work with LEP consumers in their preferred language and with cultural sensitivity. 

Background

The TEAM Program stems from the CPUC’s Consumer Protection Initiative – CPUC Decision D.06-03-013, where the CPUC ordered protections for consumers and directed another proceeding to determine what, if any, protections or assistance should be provided for consumers with Limited English Proficiency.

In that subsequent proceeding, the CPUC directed the Consumer Service and Information Division (CSID), in D.07-07-043, to develop a program that would provide outreach, education and complaint resolution assistance to consumers with limited English proficiency (LEP).

In response to that direction, CSID recommended, and the CPUC approved in Resolution CSID-002, the TEAM program. TEAM provides assistance relating to telecommunications matters through a statewide network of community based organizations (CBOs). The resolution also specifies that although the program is designed for LEP consumers, English speaking consumers, seeking help at a CBO where TEAM services are provided, will not be turned away.

Resources

If you need help understanding your telecommunications services or with a complaint against your phone company, visit a community based organization (CBO) in your area from our CBO Roster.

Check out calphoneinfo.com for helpful brochures and tips!

Educational Brochures in Different Languages

TEAM Program Reports

TEAM 2021-2022 Annual Report covering June 2021 to May 2022

TEAM 2020-2021 Annual Report covering June 2020 to May 2021

TEAM 2019-2020 Annual Report covering June 2019 to May 2020

TEAM 2018-2019 Annual Report covering May 1, 2018 to April 30, 2019

TEAM 2017-2018 Annual Report covering May 1, 2017 to April 30, 2018

TEAM 2016-2017 Annual Report covering May 1, 2016 to April 30, 2017

TEAM 2015-2016 Annual Report covering May 1, 2015 to April 30, 2016

TEAM 2014-2015 Annual Report covering May 1, 2014 to April 30, 2015

TEAM 2013-2014 Annual Report covering May 1, 2013 to April 30, 2014

TEAM 2012-2013 Annual Report covering September 1, 2012 to April 30, 2013

TEAM 2011-2012 Annual Report covering September 11, 2011 to August 12, 2012

TEAM 2010-2011 Annual Report covering September 1, 2010 to August 31, 2011

TEAM 2009-2010 Annual Report covering February 16, 2009 to August 31, 2010

TEAM 2008-2009 Annual Report covering June 16, 2008 to February 15, 2009

Native Americans in Rural Northern California Phone Survey Report

Community Help and Awareness of Natural Gas and Electric Services (CHANGES) Program

CPUC's CHANGES (Community Help and Awareness of Natural Gas and Electric Services) program provides services to Limited English Proficient consumers who need help with energy issues. The program provides consumer education, case assistance, and program outreach. CHANGES was authorized by the CPUC as an ongoing program in Decision 15-12-047, adopted on December 15, 2015. CHANGES uses the same CBOs in the TEAM program, and this allows consumers a "one-stop shop" for education and assistance on telecommunications and energy services.

CHANGES Program Background

Decision 15-12-047, adopted on December 15, 2015, extended CHANGES as an ongoing program

Decision 14-08-030, adopted on December 14, 2014, extended the pilot program for further review.

Decision 12-12-011, adopted on December 20, 2012, extended the pilot program, and funding for it, to allow time for the CPUC to thoroughly review the program and ultimate funding for it, provided the CPUC decides to accept CHANGES as an ongoing program.

Resolution CSID-005 extended the duration of the CHANGES Pilot, and increased its budget through continued CARE funding.

Resolution CSID-004 authorized the CHANGES pilot program on November 19, 2010. The program was launched in February 2011.

CHANGES Program Reports

CHANGES Program Annual Report covering June 2021 to May 2022

CHANGES Program Annual Report covering June 2020 to May 2021

CHANGES Program Annual Report covering June 2019 to May 2020

CHANGES Program Annual Report - May 1, 2018 - April 30, 2019  

CHANGES Program Annual Report - May 1, 2017 - April 30, 2018

May 2018: Changes program Data Analysis Report for May 1, 2016 - April 30, 2017

CHANGES Program Annual Report - May 1, 2016 - April 30, 2017

CHANGES Trend Analysis Report for May 1, 2016 – Jan. 31, 2017

CHANGES Program Annual Report 2015  

CHANGES Pilot Program 2014 Annual Report covering calendar year 2014

CHANGES Pilot Program 2013 Annual Report covering calendar year 2013

CHANGES Evaluation Reports

2023 Evaluation of CHANGES

2018 Evaluation of CHANGES by Level 4, an independent evaluator

2014 Evaluation of CHANGES Pilot Program by CPUC's Consumer Service and Information Division

2012 Evaluation of CHANGES Pilot Program by Level 4, an independent evaluator

CHANGES Materials

TEAM and CHANGES Events 

2024
Community Help and Awareness of Natural Gas and Electric Services (CHANGES) Evaluation Pre-scoping Public Workshop

The CPUC will host a public pre-scoping workshop for the second evaluation of the Community Help and Awareness of Natural Gas and Electric Services (CHANGES) program. The CHANGES Evaluation Pre-Scoping Public Workshop will focus on sharing solicitation information and evaluation timeline, as well as collecting stakeholder feedback on potential evaluation topics for the second CHANGES program evaluation.

When: Feb. 14, 2024, 9 - 10:30 a.m.

Where: Remote access via WebEx or phone

Participants will have an opportunity to ask questions and provide feedback during the workshop. Parties who have questions regarding the workshop may contact Love Asiedu-Akrofi at love.asiedu-akrofi@cpuc.ca.gov.

Related Documents

Contact

For additional information on the TEAM and CHANGES programs contact Love Asiedu-Akrofi, project manager, at Love.Asiedu-Akrofi@cpuc.ca.gov.