Press Release

Open Letter from Steve DeFrank, Chairman of the Pennsylvania Public Utility Commission, to Pennsylvania’s Human Service Professionals, Community Partners, and Frontline Responders

To the dedicated frontline workers across Pennsylvania’s human service agencies and nonprofit organizations:

As we approach Thanksgiving, I want to take a moment to speak directly to you.

Every day, in every corner of the Commonwealth, you are the people families turn to when they feel overwhelmed, out of options, or unsure where to go. You are the ones who answer the call when a parent cannot pay the utility bill; when a senior cannot afford both heat and medication; when a family is suddenly without income; when the grocery budget is gone before the month even begins. You are the ones who listen first, respond first, encourage first, and help people take the steps that keep them safe and connected.

And this year, more than most, your work deserves special recognition — because this winter is already different.

In the past several weeks, Pennsylvania households have been confronted with an unprecedented combination of challenges. The federal government shutdown halted the Low Income Home Energy Assistance Program (LIHEAP) for the entire month of November and paused SNAP benefits for families who rely on food assistance. Federal workers in our communities missed paychecks. Prices for heat, food, transportation, and basic needs continue to stretch already-thin budgets. And many households are entering the heating season with higher-than-normal arrearages — already behind before winter even begins.

Some families who never imagined they would struggle with utility bills are now worrying about how to keep their homes warm. Others feel embarrassed to ask for help or don’t know where to start. And many are simply overwhelmed by the rapid changes that have affected their budgets, their stability, and their sense of security.

That is why your work — your compassion, your guidance, your presence — matters so deeply right now.

You are the ones who will help people navigate the weeks and months ahead. You are the ones who will connect families to LIHEAP when funding resumes; who will point people toward Customer Assistance Programs, hardship funds, payment plans, and winterization services; who will help new applicants understand a system they’ve never needed before; and who will reach out to households quietly struggling long before they end up in crisis.

I also want to acknowledge the extraordinary efforts we have already seen from so many organizations and partners. In early November, the PUC secured voluntary agreements from Pennsylvania’s major utilities to pause termination actions for LIHEAP-qualified households — a collaborative step designed to provide a crucial month of breathing room during the shutdown. That agreement was only possible because of the relationships, communication, and shared commitment between utilities, advocates, state agencies, and human service partners like you.

And that is the spirit we will need to carry into the rest of this winter.

I know that even when federal programs restart, it will take time for families to stabilize. Falling behind in November can create a ripple effect that continues through December, January, and beyond. That is why early outreach, early connection, and early action are more important than ever.

One of the most powerful messages you can help us reinforce is simple: Call your utility early. Utilities have more flexibility than many people realize, and a single phone call can open the door to affordability programs, usage-reduction services, and payment arrangements that prevent deeper hardship later in the winter. When people reach out early — before the first overdue bill, before the first termination notice — their options are far greater.

But none of that happens without you.

You are the bridge between programs and people. You are the ones who explain, who translate, who encourage, who calm fears, who empower families to take that first step. You are the steady presence when circumstances feel chaotic.

And I want you to know: I see you. I value you. And I am grateful for everything you do.

I also recognize that this work is hard. It can be emotionally draining. It requires patience, resilience, and deep empathy — especially in moments like the one we are living through now. As you continue to care for others, please remember to take care of yourselves as well. Your communities need you not just today, but throughout the winter and long after the crisis headlines fade.

As we enter this season of gratitude, I hope you can take pride in the lives you touch, the families you strengthen, and the stability you help create. Pennsylvania is stronger because of you — because of your commitment, your humanity, and your willingness to serve on the front lines of need.

I sincerely thank you.

Thank you for your dedication, your compassion, and the difference you make every single day.

Wishing you a safe and meaningful Thanksgiving season.

Stephen M. DeFrank
Chairman, Pennsylvania Public Utility Commission