Matt Anderson, Utility Service Specialist, Customer Support Services, has been named Customer Champion for going above and beyond to ensure customer and public safety.
On Saturday, January 21, 2023, Matt was dispatched to a customer’s residence due to concerns of odor in the air. Odor calls can be for natural gas, sewer gas, or carbon monoxide. When Matt arrived, he assessed the situation and determined the odor was not coming from the address to which he was dispatched. Using his SENSIT device, Matt detected high levels of carbon monoxide gas at the neighboring home, triggering the highest reading the SENSIT device can detect.
Matt attempted to make contact with the occupants of the home to no avail. He continued examining the house and was able to use a mail slot in the front door to get an interior reading with his SENSIT device. It detected carbon monoxide at 80 parts per million, which is considered hazardous. Matt contacted Dispatch and requested the Indianapolis Fire Department to assist, believing occupants were in the home. IFD arrived, and the occupants – a husband and wife – were safely evacuated from the home and assessed. Both were in good health. Matt entered the home and determined the carbon monoxide had originated from the furnace.
Matt went above and beyond the scope of his call, investigating a neighboring home and working in challenging conditions that made it difficult to assess the situation. His quick actions based on his determination of the hazardous nature of the situation quite possibly saved the lives of two individuals from carbon monoxide poisoning.
Nominate Coworkers
Employees are encouraged to share “wow” stories about coworkers that demonstrate the best practices of owning the customer experience: closing the loop, making it personal, challenging the process, acting with urgency, identifying unvoiced needs, collaborating, knowing the business, and continuously improving. Nomination deadlines for the rest of 2023 are June 30, September 30, and December 31.