CPUC’s TEAM and CHANGE Programs Provide Culturally and Linguistically Diverse Communities Assistance with Energy and Telco Issues

Key programs making a difference for culturally and linguistically diverse consumers is the California Public Utilities Commission’s (CPUC) Telecommunications Education and Assistance in Multiple-Languages (TEAM) and Community Help and Awareness of Natural Gas and Electric Services (CHANGES) programs. 

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

CHANGES provides services to Limited English Proficient LEP consumers who need help with energy issues. The program provides consumer education, compliant assistance, and program outreach. 

The Southeast Asian Community Center (SEACC) is one of 25 CBOs that the CPUC works with statewide to provide outreach and support in their community’s preferred language. 
SEACC assists hundreds of immigrants, refugees, seniors, and low-income families each year who primarily speak Vietnamese, Cantonese, and Mandarin and face language and economic barriers. 

“I am a refugee and an immigrant and understand the need of the people that come here and want to help them. I want to pay it forward,” said SEACC Executive Director Diana Vuong. 

EAM and CHANGES CBO SEACC welcomes LEP consumers with energy and telco assistance needs.

Vuong sees the TEAM and CHANGES programs making a real difference. She recalls a situation in which a senior citizen with limited-English proficiency did not understand why she received a utility shutoff notice. SEACC worked with the CPUC’s Consumer Affairs Branch, which oversees the TEAM and CHANGES programs, to assess the situation and provide information to the customer in her preferred language, giving her the tools to apply for assistance and prevent utility disconnection.

“TEAM and CHANGES help people overcome their language barriers by making sure they understand their options, complete applications correctly, and access help when it’s needed. This helps builds trust, reduces confusion, and helps prevent service disruptions,” Vuong said.

SEACC Team and Changes representative helping a consumer with her utility bill.

SEACC holds workshops where participants can learn about the breakdown of their utility bills to better manage their natural gas and electricity costs. SEACC has been a partner of the CPUC’s for over 15 years. 

“Community organizations have trusted relationships with residents while the CPUC provides valuable programs and resources. Together, we can reach more people and provide more services effectively to help people in need,” Vuong said.

“Community-based organizations play a fundamental role in ensuring CPUC programs and assistance reach consumers by having a foundation already in the community, speaking the customer’s preferred language, and understanding the cultural sensitivity to build comfort and trust,” said Clover Sellden, manager of CAB. “Our TEAM and CHANGES programs offer assistance in 23 different languages. Approximately 82 percent of the consumers the programs serve are considered low-income, and approximately half are senior citizens.” 

SEACC partners with the CPUC’s Teams and Changes programs to provide consumers with utility assistance in their preferred language.

The 2026 quarterly report for the CPUC’s TEAM program found that CBOs :

￫ Organized 24 community events to spread awareness about the program
￫ Educated 7,167 consumers about available services
￫ Handled 305 consumers complaints
￫ Provided case assistance to 373 consumers
￫ Helped consumers recover $40,857

For the CHANGES program, the 2026 quarterly report found that CBOs provided case assistance to consumers and:

￫ Disputed 227 cases 
￫ Provided needs assistance for 1,432 cases 

“When people receive services in their preferred language, they understand their options, ask questions, and feel confident seeking help before problems become emergencies. The center provides community trust and language access while the CPUC offers the vital program and protections, together helping thousands,” Vuong said.

SEACC staff stand outside the non-profit located in San Francisco’s Little Saigon neighborhood.

 By Andrea Marvin, Public Information Officer

Legal Disclaimer:

EIN Presswire provides this news content "as is" without warranty of any kind. We do not accept any responsibility or liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. If you have any complaints or copyright issues related to this article, kindly contact the author above.