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Inside Berks Business:

July 21-24, 2009

Terry Gilman, Business Mentor Lauren Piccione, Teacher

at Boyertown Area School District

Description of Program

For four days, I was given the opportunity to explore inside the energy company Met-Ed, which is a part of the corporation First Energy. First Energy employs over 14,000 people and, as the fifth-largest utility company in the U.S., serves 4.5 million customers. They hire for a wide range of positions, from meter readers to linemen to educators to scientists to customer service representatives and more. I plan to use so much of what I learned to enhance my teaching and prepare my students for the world of work!

Operating Companies

• Met-Ed (PA)

• Jersey Central Power and Light (New Jersey)

• Penelec (PA)• Penn Power (PA)

• The Illuminating Company (Ohio)• Ohio Edison (Ohio)

• Toledo Edison (Ohio)

Experiences: Educating the Workforce

• Human Resources

• Power System Institute• Workforce Development Department• Customer Call Center and Training Class

Experiences: The Many Departments of First Energy

• Human Services• Compliance Department

• Environmental Department• Regional Distribution Office

• Information Technology Services• Communications Department• First Energy Economic Development

• Community Involvement/Energy Education

Skip Descriptions

Entry-Level Position: The Meter Reader

• Require high school diploma• Also look for military, higher education or

desire to continue learning• Clean driving record and drug test required• Other requirements: in good physical

condition, computer literate, quick and accurate, enjoy working outdoors, honest

• Must pass aptitude test

Entry-Level Position: The Meter Reader

• $21 per hour plus benefits (standard health, vision, dental, life insurance)

• Highly competitive; accept up to 200 applications for 1 position

• Usually promote within company, so many opportunities for advancement

Other Human Resources Information:

• 618 employees in Met-Ed• Linemen are most populous area of employment

at Met-Ed (223)

• Other positions: designers, engineers, dispatchers, management, relay team, substation managers, situational employees

• Generally look for skills in: engineering, electrical work, math, science, leadership, community service, teamwork

Linemen

• Power System Institute through First Energy/RACC to be trained

• Apprenticeship model• Must have ability to comprehend,

communicate, and work with customers• Make $22-$32 per hour; up to $100,000

per year with overtime

Power System Institute

• 21-month program • 2 ½ days per week at RACC (must maintain 2.5

GPA for tuition to be paid by First Energy)

• 2 ½ days per week training in pole yard• Summer internship at $17/hour

• Required to pass college placement test, technical evaluation test, background check, physical capabilities test, qualifying school to enter program (honesty is also key)

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Information Technology Services

• Must use technology to be efficient in First Energy

• Most commonly used technology by employees is instant messaging program and e-mail

• SAP administers all data• Able to remote control

substations

Information Technology Positions

• Over 600 in First Energy

• Some computer programming, some working with business side to make hardware/software useful, Help Desk

• Must be able to comprehend and to communicate between humans and technology

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Environmental Department

• Educate company employees on environmental laws and safety procedures affecting them

• Require science/math skills, as well as ability to write, read (especially technical and legal language), communicate effectively and work as a team

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Workforce Development• All employees update job-appropriate skills

at least annually with web-based training

• Also complete regulatory-required and storm process trainings

• Career counseling available to promote within the company

• Tuition reimbursement program

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Workforce Development

• Capability to hold distance learning classes in film studio

• Audiences in all three states of service• Able to call in live with questions

Customer Call Center• Approximately 200

employees answering 9,600 calls per day

• Follow strict protocol to comply with company policy and PUC

• Earn $11.14 per hour, with benefits and opportunities for overtime, and advancement

Call Center Training

• Entry level position• Hired through temp agency• Require high school diploma, strong work ethic,

good customer service skills, basic math and writing skills, strong verbal communication skills, good attitude

• Intensive 6-week initial training program involving lecture and hands-on experience

• Levels of training to handle increasingly difficult calls

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Regional Distribution Office

• Receives work orders from Call Center• Sends line crews out to restore services• Monitors all situations through interconnected

software programs and Power On program• Multiple monitors at each workstation to

monitor the status of service areas

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Communications Department

• Emphasized importance of communication for success in all job classifications and workplaces

• Writes press releases, newsletters, speeches, Power Point presentations, brochures and publications

• Importance of brevity and accuracy, as well as positively promoting the company

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Community Relations

“We have a responsibility to support our community.”

—Terry Gilman, Pennsylvania Community Involvement Manager

• Company places strong emphasis on corporate social responsibility

• Math, Science and Technology Grant• Website with many educational features• Employees participate in community service• First Energy Foundation • Giving over $3.5 million to United Ways across 3

states in 2009

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What is your strongest asset?

• From the Manager of Communications for Pennsylvania and New Jersey:

“Our employees. We have 4.5 million customers…it’s about making sure we

meet their expectations. They want electric when they hit their light switch.”

• Without employees, the vast infrastructure of First Energy can not provide services

What is your greatest challenge?

• “Customers. Each has different expectations. Because there are only so many hours and so much money, it is impossible to do it all and please everyone. Not every customer is always satisfied or happy, but we try!”

How are you addressing your biggest challenge?

• Proactive approaches like good communication, training all employees the importance of customer service, and community relations work (donations, grants), economic development program

• All help community to see First Energy in a positive light

• Also ask satisfaction at end of each call in Call Center

All-Around Skills Necessary

• Ability to communicate! (both verbal and written)—mentioned by all departments

• Ability to think critically (no careers require simple rote memorization)

• Basic math and literacy skills• As the IT department manager put it,

“Reading has to be a non-issue.”

• Understanding of electrical technology

Lessons for Seventh Grade Reading Class

• Value of communication in all forms (daily)• Value of reading/comprehension skills (daily)• Importance of teamwork (literature circles, group

activities)• Environmental unit (energy conservation)• Career Week activities (Anika Kinsey)• Critical thinking (daily)• Following directions (daily) • Summarizing (skills focus)

A huge thank you to…

• Terry Gilman, iBb business mentor

• All First Energy/Met Ed employees who shared their knowledge and resources

• The BCIU for coordinating the program

A huge thank you to…

• Terry Gilman, iBb business mentor

• All First Energy/Met Ed employees who shared their knowledge and resources

• The BCIU for coordinating the program