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Sample: Field Technician Risk Profile

Utilities Risk Profile Frequency

Utilities Risk Profile Duration

Utilities Risk Profile Variety

This risk profile has been determined for field technicians in DSM. The profile shows frequency, or how many people in a day; duration, or length of typical interaction; and variety, or the number of different people.*

Current Impact 

Current Impact

Future Trends 

Future Trends

Recommended Practices 

Recommended Practices

Community Partnership 

Community Partnerships

Additional Resources 

Additional Resources

Current Impacts

At the beginning of the COVID-19 outbreak, social distancing, business shutdowns and mass work-from-home policies significantly impacted utility providers, ranging from changing electric load patterns to increased home internet usage. Utility companies were better prepared than most for business interruption and able to execute service continuity plans that were already in place. However, lower industrial power demand and rising consumer defaults hurt cash flows and balance sheets. As lockdowns eased, the focus has shifted toward a safe return: how to bring more workers back to their jobs and to ramp up operations as demand begins to rise. At the same time, utilities should recognize the operational shifts experienced in the sector and understand which of the temporary disruptions they have experienced are likely to persist.

Future Trends

Utilities Remote Work

Remote Work

Utility organizations have deployed mass work-from-home solutions for workers who are able to do so. This trend should be expected to continue as a hybrid solution, ensuring the health and safety of utility workers across the Iowa region. For those who can’t work from home, ensuring proper social distancing and equipment will be key to limiting the spread of COVID-19 amongst the utility workforce.

Utilities Disconnection

Suspension of Shutoffs

Utility providers generally followed a moratorium on disconnections during the spring to ease financial burdens on vulnerable consumers. As a result, some utility providers anticipated cash flow challenges in the following few months. Disconnections are now regulated through Iowa Utilities Board guidance issued in May.

Utilities Resources

Sequestering Preparation

As utility companies manage the significant impacts of COVID-19, organizations have revisited their sequestering policies for critical facilities. Ensuring that the required resources exist and are attuned to social distancing rules will be key.

Recommended Practices

Health & Sanitation

  • Conduct a health screening with all employees before their shifts in accordance with the most up-to-date recommendations from the local public health department.
  • Encourage employees who feel sick to stay home. Employees who have had close contact with someone with COVID-19 should take precautions, including self-quarantine, in accordance with CDC guidance.
  • Train all employees on appropriate cleaning and disinfection, hand hygiene and respiratory etiquette.
  • Face masks and other PPE should be worn by employees and customers in accordance with the most up to date recommendations from the local public health department.
    • People two or older are required to wear a mask or face covering when inside an indoor public space and when social distancing is not possible for 15 minutes or longer. Exemptions include people with medical conditions, people working alone or where social distancing can be maintained, people consuming food or drink and people who are deaf or hard of hearing.
  • Remind employees to practice social distancing of at least six feet and wear appropriate PPE when working in close proximity to other employees or customers, especially if entering a customer’s home.
  • Increase the air exchange throughout operating buildings when feasible and restrict visitor access.
  • Designate members to sanitize vehicles, equipment and tools, with EPA-approved cleaning chemicals when appropriate, before every change in operator or user and anytime materials are delivered by an outside third-party.
  • When cleaning tools and equipment, workers should consult manufacturer recommendations for proper techniques and restrictions.
  • Utility repair trucks should have hand washing materials and supplies, masks, and cleaning supplies for tools and materials. 
  • Gloves should be worn at all times while on-site. The type of glove worn should be appropriate to the task. If gloves are not typically required for the task, then any type of glove is acceptable, including latex gloves. Gloves should not be shared.

Utilities Safety

Process & Space Modifications

  • Employees will be encouraged to stagger breaks and lunches, if practicable, to reduce staff interactions.
  • If practicable, employees should use/drive the same truck or piece of equipment every shift and limit the use of other workers’ tools and equipment.
  • Encourage employees to work from home if possible. 
  • Minimize ride sharing among workers.
  • Limit congregation in office spaces and non-essential interactions across floors, buildings, campuses, worksites, etc.
  • Frequently disinfect high contact areas, such as offices, bathrooms, common areas, shared electronic equipment, etc.
  • On long-term job sites, consider setting up remote bathroom facilities on properties to ensure crews have safe environments.

Utilities Workspaces


  • Talk with business partners about your response plans. Share best practices with other businesses in your communities (especially those in your value chain), Chambers of Commerce and peer associations.
  • Post signage at the entrance that states that no one with a fever or symptoms of COVID-19 is to be permitted in the establishment.
  • Provide reminders to employees and members of the public to stay at least six feet away from others when in the facility and mark six-foot intervals when possible.
  • Businesses should use messaging to remind employees of steps they should be taking to protect their own health while at work.
  • Ensure clear communication with customers regarding billing and payments, access to facilities, customer service options, monitoring of service impacts, etc.

Utilities Communication

Community Partnerships

Providing Critical Infrastructure

Utilities are working to provide consumers with support they need to continue their daily lives during restrictions. In April, Mediacom has partnered with Des Moines Public Schools to provide free Internet to approximately 1,800 homes lacking broadband access for students to continue their studies with the support of the Community Foundation of Greater Des Moines.

Financial Relief and Assistance

As individuals and businesses face financial distress, utility organizations are stepping into a humanitarian role, providing essential services while delaying payments and creating payment plans that offer flexibility to those impacted. Additionally, MidAmerican Energy has donated $500,000 to over 30 organizations serving food banks, community foundations, and United Way agencies that address hunger and other community needs

Additional Resources

Recommended Playbooks

The business function playbooks include takeaways that are specific to professional functions that could be present in any business, regardless of industry.

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Human Resources
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Information Technology
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Sales and Marketing
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*We note that these assessments are qualitative and based on expert-led judgment (Johns Hopkins, 2020). Currently, there are not enough detailed data available to enable quantitative risk stratification. Businesses will need to make decisions about re-initiating business activities before there are validated data to know the precise levels of risk.

Legal Disclaimer

The Greater Des Moines Partnership's DSM Forward playbook is not intended to constitute legal advice or provide specific direction. The preparation of a business continuity or preparations plan should be undertaken with the advice and direction of appropriate specialists and personnel, in consideration of the unique circumstances impacting each business. Third-party websites or material linked to or referenced in DSM Forward are for informational purposes only and do not constitute a recommendation of The Partnership of that material or its authors.

Last updated: 8/20/2020