Our Recovery Plan
Here in New England, ice, snow, lightning, fierce winds, significant rain and extreme heat can cause extensive and widespread damage. We begin preparing well in advance when severe weather threatens. We partner with area meteorologists to track the storm and identify what areas may be affected. We make sure our inventory is stocked, our equipment is in tip-top shape, and our employees are ready. If the storm will be prolonged, we notify our Medical Alert customers so they can make alternate arrangements. Depending on the storm's severity, we will also determine whether additional support is needed from neighboring utilities.
When the storm hits, we spring into action with a well-tuned plan which prioritizes our efforts, keeps the public safe and informed and restores power as quickly and safely as possible. While our plan steps us through our restoration process, many of our efforts are occurring simultaneously. Throughout our progress, we are in communications with local emergency officials and the media to keep them abreast of our progress. And, our workers send us frequent reports about the damage they are seeing so that we can keep you informed.
With our easy-to-use automated phone system, you can report an outage and get the latest updates on our progress (781-4300 within the Springfield calling area or 800-286-2000 outside the Springfield calling area). Our online reporting can provide you with hourly status reports for your community.
Phase One
The safety of the public and our workers is our top priority. Our employees are cross-trained in storm response. We send workers into the field to locate and monitor any safety hazards such as downed wires and snapped poles, and our crews make sure electricity is no longer flowing to keep you and your family safe. At the same time, crews are making sure power is flowing to critical facilities, including hospitals, police and fire stations, water treatment facilities and other essential services essential to protecting the safety, health and well-being of the residents of our communities
Under severe circumstances, it may take us some time to assess all the damage before we can begin to report on our progress. Please be patient - we can only begin to repair when we fully understand the extent a storm may have damaged our distribution system.
Remember: always assume any downed wire is energized and avoid all downed wires or areas with limbs on wires. Report these situations to local police and fire officials.
Phase Two
Substations are critical to power restoration. These buildings house much of our electrical equipment and serve as a key point for large numbers of customers and geographic areas. The main electric lines carry the power from the substation to the wires that feed power to the streets. In order to restore power to your home, we must first repair any damage to these three vital components of our distribution infrastructure as we cannot transport power to your home without these.
Phase Three
Once the substations, main electric lines and wires feeding the street have been repaired, we can then restore power to individual homes. You may notice that your power is out while your neighbor's is not. Most likely, your home may be on a different circuit or line which is in the process of being restored. Please be assured we are working as quickly as possible to turn your lights back on.
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