HBPW Response to COVID-19
10/15/2020
PRESS RELEASE
FOR IMMEDIATE RELEASE
CARES Act Funding Available for HBPW Utility Customers in Ralls County
October 15th, 2020— Safe, reliable utilities are vital to protect public health and safety. Sanitation and hygiene are critical for citizens to protect themselves, their families, and their businesses against COVID-19, making access to clean, hot, water essential. Ralls County Commissioners have allocated $4,000 of CARES Act Funds to HBPW to provide economic support through a utility assistance program to its Ralls County customers. Effective immediately, any HBPW residential or commercial customer having trouble paying their utility bill due to impacts from COVID-19 are encouraged to apply for assistance.
Eligibility for the program: customers receiving funding must live in (or business be located in) Ralls County, and have utility arrears dating no further back than March 1, 2020. Any residential or commercial customer that is having trouble paying their utility bills due to impacts from COVID-19 are encouraged to apply for assistance.
This program is unlike traditional income driven utility assistance programs; it is designed not to neglect citizens and businesses that are unable to receive other types of assistance from agencies with income restrictions. Funds will be distributed in the same order as applications are approved to customers who show they have been adversely impacted financially, due to COVID-19. Eligible customers can receive up to two payments on their account from the program through December 2020, or until all funds have been dispersed.
We are thankful to the Ralls County Commissioners for the opportunity to offer this assistance to our Ralls County customers. General Manager, Ken Reasoner states, “Economic hardships caused from the pandemic spreads beyond political boundaries, and the HBPW’s goal is to aid both Marion and Ralls County customers to the best of our abilities. We are looking forward to helping our Ralls County customers in the same capacity that we were able to help Marion County customers through the utilization of CARES Act funding.”
If you have been impacted by COVID-19 and need help paying your utility bills, contact HBPW directly at 573-221-8050.
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Follow the links to download the application form:
08/28/2020
PRESS RELEASE
FOR IMMEDIATE RELEASE
CARES Act Funding Available for HBPW Utility Customers
August 28, 2020— Safe, reliable utilities are vital to protect public health and safety. Sanitation and hygiene are critical for citizens to protect themselves, their families, and their businesses against COVID-19, making access to clean, hot, water essential. Electric, water, and sewer services are critical for citizens in their homes, and essential for shuttered businesses to reopen, and remain open.
Marion County Commissioners have allocated $90,000 of CARES Act Funds to HBPW to provide economic support through a utility assistance program to its customers. Starting September 1, 2020. Douglass Community Services has partnered with HBPW and will be administering the application process.
Eligibility for the program: customers receiving funding must live in (or business be located in) Marion County, and have utility arrears dating no further back than March 1, 2020. Any residential or commercial customer that is having trouble paying their utility bills due to impacts from COVID-19 are encouraged to apply for assistance.
According to Stephanie Cooper, Douglass Community Services CEO, “Families and businesses have a need, now more than ever. We are seeing an increase of new families requesting assistance and unfortunately, we do not have the funding to assist them all. Last month alone, we turned away about 65 families that were requesting financial help. This funding will help us serve families and businesses that have been impacted by COVID."
This program is unlike traditional income driven utility assistance programs; it is designed not to neglect citizens and businesses that are unable to receive other types of assistance from agencies with income restrictions. Funds will be distributed in the same order as applications are approved to customers who show they have been adversely impacted financially, due to COVID-19. Eligible customers can receive up to two payments on their account from the program through December 2020, or until all funds have been dispersed. Case managers at Douglas Community Services will work with each applicant to assure eligibility.
We are thankful to Douglass Community Services for partnering with us to help our customers in need of financial assistance through this unprecedented time, and to the Marion County Commissioners for the opportunity to better serve.
If you have been impacted by COVID-19 and need help paying your utility bills, contact Douglas Community Services at 573-221-3892.
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06/18/2020
Starting June 22nd, the Hannibal Board of Public Works main office will be open to the public. We will continue to make appointments to help our customers better schedule their day. To schedule an appointment call 573-221-8050. You are also welcome to stop in at your convenience. We will be adhering to current recommendations for social distancing based on our lobby size. If we exceed those limits, we may ask you to wait outside until we can meet with you.
We encourage you to continue to use our multiple avenues of communication and payment methods:
To make a payment:
- 24/7 new payment kiosks
- 24/7 automated phone service: 888-471-8664
- Online website: hannibalbpw.smarthub.coop
- Mobile app: Smarthub
To sign for service or ask a question about your account:
- Transactions can be completed through the Smarthub app or our website www.hannibalbpw.org. This includes a new alternative to sign up for utility services.
- You can continue to contact our customer service representatives by phone at 573-221-8050 or email at customerservice@hannibalbpw.org.
We appreciate your patience and understanding.
06/04/2020
Update to Customer Service Changes
Like many others in the community, we’re ready to get back to normal routines. We are excited to reopen the Customer Service Center on Monday, June 15th , with some changes to be aware of.
- Customers will be allowed in the lobby by appointment only. Please call 573-221-8050 to schedule your appointment.
- Once you’ve arrived for your appointment, call 573-221-8050 and we will meet you at the door.
- Please only bring someone with you if necessary, to help minimize the number of people in the lobby.
We encourage you to continue to use our multiple avenues of communication and payment methods:
- Our new payment kiosks are available make payments 24/7. One is located at the HBPW office and 3 Industrial Drive Loop, and one at City Hall, 320 Broadway.
- Many of our transactions can be completed through the Smarthub app or our website www.hannibalbpw.org. This includes a new alternative to sign up for utility services.
- You can continue to contact our customer service representatives by phone at 573-221-8050 or email at customerservice@hannibalbpw.org.
To help with economic hardships through this difficult time, the Hannibal Board of Public Works suspended disconnections for nonpayment and penalties on delinquent accounts on March 14th. Starting June 15th , we will begin transitioning back to our normal policies and practices in regards to delinquent accounts. Reminder/Past Due notices will have the applicable penalties added.
If you are experiencing financial difficulty and are unable to make your full payment, please contact our office to discuss payment arrangement options with one of our Customer Service Representatives. You can contact us by phone at 573-221-8050 or email at customerservice@hannibalbpw.org. In order to prevent disruption of services, you will need to have an arrangement in place by Tuesday July 14th.
We encourage you to continue to use our multiple avenues of communication and payment methods:
- Our new payment kiosks are available make payments 24/7. One is located at the HBPW office and 3 Industrial Drive Loop, and one at City Hall, 320 Broadway.
- Many of our transactions can be completed through the Smarthub app or our website www.hannibalbpw.org
- . This includes a new alternative to sign up for utility services.
- You can continue to contact our customer service representatives by phone at 573-221-8050 or email at customerservice@hannibalbpw.org.
Beginning on Wednesday July 15th disconnections for nonpayment of the bill will begin. At that point, any account with a past due balance will be eligible for disconnection. We encourage our customers to bring all balances up to date prior to this timeline. Please read the full Disconnection for Non-Payment Policy for additional details.
Thank you for your patience and understanding as we transition and make improvements to serve our community.
05/01/2020
Disconnection for Non-Payment Suspension Extended
As plans are being created and implemented to reopen economic and social activities in Missouri, many individuals and families continue to face financial difficulties in the near-term due to COVID-19. With the Governor’s executive order extending the state of emergency, HBPW will continue the suspension of disconnects and late fees until June 15. At that time, we will reevaluate the situation based on the guidance of federal, state and local officials.
Our staff is still working and ready to assist you with your service needs. As social distancing continues BE SMART. STAY SAFE. to keep our community healthy, customers have multiple options to interact with HBPW. Many functions and transactions can be completed through the SmartHub app and on our website www.hannibalbpw.org. They can also contact a customer service representative by phone at 573-221-8050 or by email at customerservice@hannibalbpw.org.
The Hannibal community continues to band together to support each other during these uncertain times. We encourage you to reach out to us and other local agencies for assistance as necessary. We are #CommunityPowered. We are #HannibalProud. BeSmart. StaySafe.
04/13/2020
Customer Service Update
As we strive to have a connection to each other and the community during this ever-changing event, the staff at Hannibal Board of Public Works (HBPW) wants to make sure you know how you can stay connected with us.
If you have not downloaded our Smarthub app, we recommend you give it a try. If you don’t have a smart device, you can create a Smarthub account through our website www.hannibalbpw.org. Smarthub offers many useful features: viewing and paying your utility bill, seeing your daily usage, signing up for notifications, and making contact with HBPW staff. By visiting our website, you can stay up to date on how the HBPW is responding to the COVID 19 crisis as well as information to keep you informed about the utility. Navigate to the website and view the “I Want To” section. This is also where you can find our newest feature to sign for utility services online.
Although our lobby is closed, staff members are in the office Monday-Friday, 7:30am-4:30pm to assist you. Continue to contact the business office via phone at 573-221-8050 or by email at customerservice@hannibalbpw.org. Our 24/7 emergency dispatch operators can be reached for utility emergencies at 573-221-0955.
We know our customers are concerned about their utility account standings. We also know that for many of you, there are much more pressing issues at this time. That is why the decision to suspend late fees and disconnection for nonpayment of billing statements was made by our team on 03/17/2020. The HBPW is following the MO Governors shelter in place order and will continue to suspend late penalties and disconnection for non-payment until further notice. When normal operations resume, we will provide ample notification to our customers prior to beginning the regular disconnection for non-payment process.
We encourage you to use any of the forms of communication available so that our staff can continue to answer questions you may have.
03/30/2020
HBPW GAC Transition Update
03/30/2020 – IMMEDIATE RELEASE
HANNIBAL BOARD OF PUBLIC WORKS GAC TRANSITION UPDATE
The Hannibal Board of Public Works has decided to delay the transition away from chloraminated water due to the COVID-19 outbreak that is affecting the nation. This was not an easy decision to make at this juncture, but was made with the safety and health of the customers and staff in mind. The Board of Directors is doing this out of an abundance of caution to protect the health of our staff and customers. There is nothing we take more seriously than the public health of our community.
Since adoption of the Revised Proposition 1 Resolution in September 2017, HBPW staff, engineers and contractors have worked diligently to meet the April 1, 2020 deadline. All involved were ready to show the results of their hard work as the system is ready to be put into operation on March 31, 2020. The final step in this transition process is to turn off the Ammonia feed, this is simple and straightforward task. Once this is completed additional testing will need to be completed both at the plant and out in the distribution system. This will require additional staff to be at the water plant including outside contractors and consultants to assist with the transition.
Increased monitoring and change in water quality will require more staff to be in contact with the public, as well as other staff members. These interactions could result in customers and staff being unnecessarily exposed to this potentially deadly virus. However small the risk is, the Board of Directors felt that it was too much considering the current health crisis sweeping the nation and in light of the other precautions that are currently being implemented right here in Hannibal. Again, the Board of Directors following the words of the Mayor is focusing on taking all necessary steps to protect our customers and staff, as a price cannot be placed on human lives. HBPW staff must be kept healthy in order to continue to provide the citizens of Hannibal with essential services and to be able respond to unforeseen emergencies should they arise.
The Board of Directors will be closely monitoring the developments of this outbreak and conferring with others within the water industry and regulatory communities to determine a date when the transition can be safely made. Once this decision is made, an announcement will be made.
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03/26/2020
Shelter in Place Guidelines
Please read the information below. In order for the spread of COVID-19 to decrease, we all need to do our part by abiding by the guidelines stated in the post from HPD. Shelter in Place Guidelines
03/25/2020
HBPW Customer Service Video Message
The Hannibal Board of Public Works is committed to continue to provide our customers with utility services during this challenging time. Please continue to reach out to our office if you have any questions or concerns. 573-221-8050.
Please watch this short video to learn of the various ways we continue to serve you even though our office is presently closed. Customer Service Video Message
03/21/2020
For Immediate Release: Mayor’s Office Issues Recommendations to Protect Community from COVID-19
Hannibal, Missouri, March 23, 2020 – In addition to Missouri Governor Mike Parson’s order issued Saturday, March 21, 2020, the City of Hannibal Mayor’s office strongly recommends and is requesting the closure of all places of public gathering, public dining rooms, and social gatherings and any others with similar environments, effective at 12:01 a.m. on Monday, March 23, 2020.
Those businesses impacted by the Covid-19 virus should take advantage and seek assistance through the Small Business Administration by visiting their website at www.SBA.gov. or by visiting the Hannibal Chamber of Commerce or Hannibal Regional Economic Development Council’s Facebook pages to obtain a link to disaster loan assistance information and other up to date information from the SBA.
“We want to remind everyone that essential businesses and services will remain open, including: grocery stores, gas stations, pharmacies, drive through and curbside delivery and/or service. All essential city services will also continue, such as fire and police protection, as well as electric, water and sewer services and street and park repair and maintenance. We encourage you to continue to practice social distancing when making necessary trips to these places,” said Mayor James Hark.
“This is not a decision I have taken lightly, but out of love for my community and its people, I felt this was a necessary measure to ensure that we may reduce the impact and exposure to Hannibal citizens,” Hark continued.
“We fully recognize that there will be economic impacts during these times, but we must look out for the safety and health of families. Based on the science and research data emerging regarding this virus, these steps are necessary to protect our citizens. We cannot put a price on human lives. The more we ALL adhere to these guidelines, the faster we may return to our everyday lives and routines.”
“Thank you for your support of each other during these difficult times,” said Hark. “Together we all can be the difference in our future success.”
03/18/2020
The Hannibal Board of Public Works (HBPW) continues to monitor the ever-changing events focused on COVID-19. Our Management staff has been reviewing information from the local, state, and federal level on recommendations. We have been in contact with utility groups like the American Public Power Association as well as the Missouri Public Municipal Alliance and are continuing to review their suggested methods to combat this illness. The internal discussions have been challenging to say the least and our focus has been to continue to offer the best possible customer and essential services we can during this difficult time. Management briefed our Board during last night’s Board meeting of these changes.
On 03/12/2020, HBPW Management created an Extreme Circumstances policy to outline potential changes to HBPW business practices. The main priority of this policy is to ensure the continued safety to all customers and employees and provide continuity of critical utility services while safeguarding the HBPWs financial and operational assets.
As of 03/17/2020, the HBPW has placed a moratorium on utility service nonpayment disconnects until further notices. At this time, no one can predict when this crisis will be over and we feel there is a definite need to allow customer to continue to have utility services. We will give ample notice to our customers before we resume normal operations related to utility service nonpayment disconnects.
As of 4:30 PM 03/18/2020, the HBPW main office and other facilities will be closed to the public. Our services are not shutting down. Our office staff and field crews will still be working during normal hours at this time. Customer Service Representatives will be available to answer any account related questions at 573-221-8050. We will still be available for 24/7 emergency service issues at 573-221-0955. In a continued effort to protect the health and well-being of both customers and staff, we are not allowing any employee to enter a residence or business unless there is a true emergency. Our customer service department will be implementing an online method for account related services such as new customer enrollment or transfer of service. Please be patient while we work through this process as it is a new approach for our staff. They will be accessible through the website: https://hannibalbpw.smarthub.coop. Again please call with any questions.
The HBPW offers multiple ways to access account information which can be found on our website: https://www.hannibalbpw.org/departments/customer-service/pay-your-bill/. The payment location at City Hall will also be closed. Both the main office and City Hall have secure drop boxes where payments can be delivered. Payments will continue to be processed on a regular basis. Customers will continue to receive regular and delinquent billing statements in order to allow customers to apply for any type of utility assistance moving forward, up-to-date statements are required at this time.
573-221-8050 or visit www.HANNIBALBPW.org or follow HBPW on Facebook or Twitter.
03/16/2020
In accordance with recommendations from the Centers for Disease Control (CDC), HBPW measures to prevent the spread of communicable diseases include additional cleaning and disinfecting of common high-touch surfaces as well as other hard and soft surfaces with EPA approved disinfectants, instructing our visitors and staff to use proper hand washing techniques, advising everyone to cover coughs and sneezes, as well as to avoid touching eyes, noses, and mouths. We are encouraging anyone who exhibits signs of the illness or feels sick, to please stay at home and practice self-quarantine suggested procedures.
Please contact our office with any questions.
573-221-8050 or visit www.HANNIBALBPW.org or follow HBPW on Facebook or Twitter.
03/13/2020
The Hannibal Board of Public Works is continuing to follow the ever-changing news focused on #COVID-19. We are taking this pandemic very seriously. The main priority of our organization during extreme circumstances such as this is to ensure the continued safety to all customers and employees as well as providing continuity of critical utility services.
At this time, no one within our organization has been impacted by this virus. We have implemented additional cleansing methods within our office and customer service areas to do our part to combat this illness. In the unfortunate event this virus continues to spread across our area, we may implement additional measures. We are encouraging all customers to heed the warnings being posted from creditable sources and local medical professionals. If you are ill or someone within your home is ill or would like to reduce your public exposure, please reach out to our customer service department if you have any questions regarding your account. If you need to submit payment, please use one of our alternate methods list on our website: https://www.hannibalbpw.org/…/customer-servi…/pay-your-bill/.
Please continue to follow our social media posts or contact our office if you have any questions.
