Third Party Administrator Services

The Vendor is required to provide third-party administrator (TPA) to administer the county home energy retrofit programmer.
- TPA staff will administer and provide the following ongoing services to the satisfaction of the County:
• Lead programmer marketing and outreach activities.
• Manage the centralized web platform in communication with the software provider.
• Deliver concierge services to homeowners.
• Prepare climate-ready pathway plan.
• Programmer performance and other reporting to the County.
• Oversee participant files throughout the project pipeline.
• Prepare advance disbursement requests based on near-term disbursement projections.
• Draft POAs, bylaws for benefitting properties, and Council resolutions.
• Remit payment to participants, including advance disbursements.
• Lead the coordination among internal stakeholder (e.g. to verify the property tax payment history).
• Deliver contractor and service provider trainings.
• Respond to enquiries and complaints to ensure customer satisfaction and uphold programmer reputation.
• Circulate the homeowner survey to participants and collect other programmer data for programmer evaluation and reporting.
- Partnering Municipalities
• Verify participant property tax bill history.
• Approve and sign POAs.
• Record LICs on benefitting properties.
• Pass required bylaws and Council resolutions.
• Oversee billing and collections process.
• Prepare budget and status updates for the County.
• Manage any delinquencies and defaults and apply to loan loss reserve to recover partial losses when needed.
- Marketing and Outreach
• Develop a style guide for consistent branding.
• Develop a communications strategy during the pre-launch period to increase community awareness of the programmer before launch including:
o Broad energy efficiency awareness campaign communicating the benefits of energy efficiency, renewable energy, and beneficial electrification.
o Creating a communications plan for programmer marketing which includes (but is not limited to):
o Targeted marketing campaigns using TV, radio, print media, social media outlets,
o In-person outreach at community events,
o Outreach directed to contractor industry:
1. Outreach directed to homeowner, neighborhood associations, and auxiliary services; and
2. Available on the One-Stop-Window website in pdf format and print copies placed at appropriate County facilities and community partners.