Clinton News-Record, 1984-10-03, Page 35HEATLINE help
a
one call array
For more .than six years
Canadians from every prov-
ince and territory have been
phoning Ottawa to get help-
ful and accurate information
on how to save energy in
their homes. Today the
HEATLINE continues to
provide a unique service to
the energy consumer in
search of facts and
assistance.
Created in 1977 by En-
ergy, Mines and Resources
Canada, the HEATLINE has
logged more than 500 000
calls on its national toll-
free phone system
(1-800-267-9563; in British
Columbia 112-800-267-
9563). During last Novem-
ber alone, this free service
was used by more than
10 000 people. All the more
remarkable is the fact that
the HEATLINE service is
operated by just 20 people.
. The HEATLINE pro-
vides the public with advice
on a wide range of energy-
related topics. Householders
planning insulation, heating
system adjustments or other
energy -conserving projects
can get comprehensive ad-
vice backedby printed in-
formation about materials
and procedures. Govern-
ment of Canada grant assis-
tance programs can also be
explained by the HEAT-
LINE's staff.
The key to the HEAT-
LINE's success is the high
level of training and com-
mitment of its employees.
Staffed by program officers
and more extensively trained
technical officers, the
HEATLINE is backed by
technical researchers who
stay abreast of the rapidly
evolving field of home
energy management.
Typical of the HEAT-
LINE's staff is Suzane Dube
— a technical officer who
has been advising Canadians
for more than three years. A
new employee would re-
quire two years of training to
achieve the level of technical
expertise Suzane has accu-
mulated. Enthusiastic about
her work, Suzane finds that
the public appreciates the
straightforward approach of
the HEATLINE. "When
someone calls me needing
information, either I've got
it or I'll get it and . phone
them back," she says. This
contrasts with the experi-
ence that many consumers
have when consulting con-
tractors or material suppliers
for information. Suzane re-
calls one householder who,
in frustration, called the
HEATLINE after getting in-
complete and conflicting
advice from a half dozen
other sources. "She was at
the end of her rope. I gave
her so much information,
she ran out of paper. After
the call she felt she un-
derstood enough to deal
knowledgeably with con-
tractors and suppliers."
Suzane feels that over the
last few years the public has
learned a great deal about
energy use and conserva-
tion. "Callers are a lot more.
knowledgeable now. They
want more detailed technical
information than a couple of
years ago." She notes that
many callers "are really do-
ing their homework before
making an energy-related
investment."
With the public becom-
ing more careful in planning
home energy projects,
Suzane feels that the HEAT -
LINE provides a valuable
consumer protection ser-
vice. Many of Suzane's call-
ers have a firm idea about
what they want to do and
contact the HEATLINE to
double check contractor's
estimates or claims of poten-
tial energy savings.
Suzane receives an
average of 125 calls per
week. While the average call
is only about 10 minutes in
length, she will spend as
long as 45 minutes with call-
ers who have more com-
plicated problems. When
not on the phone, she spends
time researching and re-
viewing technical infor-
mation provided by the
(Continued on Page 8)
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Energy Conservation Guide, Page 5
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