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COVID-19
Updates for
our members



May 15, 2020

July 17, 2020

Visitors required to wear masks

Effective Monday, July 20, 2020, all visitors are required to wear face masks when entering CEMC facilities. As always, we continue to offer the following no-contact methods of account management for your convenience:

· Via SmartHub online and through the mobile app
· Credit/debit card payments by phone
· 24-hour payment kiosks, which are available at all CEMC office locations and do accept cash and credit card payments
· Members who wish to pay by check should mail payments along with their payment stub to: Cumberland EMC  P.O.Box 2252  Birmingham, AL 35246-0039.

Thank you for your support as we work to keep our communities safe.
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June 29, 2020

Portland Office Returns to Normal Operations

The Portland district office will return to normal operations Tuesday, June 30. This includes walk-in and drive-thru service. As always, we continue to offer the following no-contact methods of account management:

· Via SmartHub online and through the mobile app
· Credit/debit card payments by phone
· 24-hour payment kiosks, which are available at all CEMC office locations and do accept cash and credit card payments
· Members who wish to pay by check should mail payments along with their payment stub to: Cumberland EMC  P.O.Box 2252  Birmingham, AL 35246-0039.

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June 25, 2020

Portland Office Update

The drive-thru window at the Portland CEMC office will reopen for payment processing Friday, June 26, at 7:30 a.m. The lobby will remain closed and the sale of meter bases will be suspended until further notice.

As always, we continue to offer the following no-contact methods of account management:

· Via SmartHub online and through the mobile app
· Credit/debit card payments by phone
· 24-hour payment kiosks, which are available at all CEMC office locations and do accept cash and credit card payments
· Members who wish to pay by check should mail payments along with their payment stub to: Cumberland EMC  P.O.Box 2252  Birmingham, AL 35246-0039.

We appreciate your patience and apologize for any inconvenience this may cause.

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June 24, 2020

Portland Office Closure

Out of an abundance of caution for our employees and members, CEMC made the decision to close the Portland office June 23, after learning that an employee at that location tested positive for COVID-19. The Portland office and drive-thru window will be closed until further notice to allow for a thorough cleaning of the facility.

CEMC’s Call Center (800-987-2362) will remain open during regular business hours, which are 7:30 a.m. to 4:30 p.m. Monday through Friday. Members are also able to manage their accounts using electronic methods such as SmartHub, credit/debit card payments by phone or our 24/7 payments kiosks located at each CEMC office.

Members may also choose to visit another CEMC office.We appreciate your patience and apologize for any inconvenience this may cause
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June 1, 2020

CEMC returning to normal operations June 15


Effective Monday, June 15, the lobbies of all CEMC offices will reopen for business. The lobbies will be open during regular business hours, which are Monday through Friday from 7:30 a.m. to 4:30 p.m. The sale of meter bases will also resume at all CEMC offices on June 15.  

We will be following CDC guidelines to protect the health and safety of our members and employees. Please do not enter the building if you are feeling sick or if you have a fever, cough or shortness of breath, or are otherwise experiencing symptoms of the COVID-19 virus. Please maintain a minimum distance of six (6) feet from others not in your party. Members are also encouraged to wear masks whenever possible.

As always, we continue to offer the following no-contact methods of account management:

· Via SmartHub online and through the mobile app
· Credit/debit card payments by phone
· 24-hour payment kiosks, which are available at all CEMC office locations and do accept cash and credit card payments
· Members who wish to pay by check should mail payments along with their payment stub to:  

Cumberland EMC
P.O.Box 2252
Birmingham, AL 35246-0039

As of June 15, we will be resuming our normal procedures for disconnections and late fees on delinquent accounts. Members with past due balances will be automatically enrolled in a payment plan allowing them to catch up without an immediate disruption of service. The payment plan will apply to all members with past due balances, including those enrolled in CEMC’s Prepaid Meter Billing Program. For more information regarding CEMC’s payment plan program, please visit https://cemc.org/payment-plan-program.html.

Due to the financial hardship this crisis has caused, we understand that some members may need to seek assistance paying utility bills. The Low-Income Home Energy Assistance Program (LIHEAP)is available to help qualifying households pay their energy bills. Members can apply for LIHEAP in their county by contacting one of the following agencies:

• Cheatham County Mid Cumberland: 615-792-3632
• Montgomery County Mid Cumberland: 931-648-5774
• Robertson County Mid Cumberland: 615-384-1086
• Sumner County Mid Cumberland: 615-452-7570
• Stewart County Highland Rim: 931-232-5184

CEMC remains committed to being responsive to the needs of our members, employees and communities.

Thank you for your support as we work to keep our communities safe.
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May 15, 2020

Clarksville Headquarters Office and Ashland City District Office Open May 26th

The lobbies of the Clarksville Headquarters office and Ashland City District office will reopen Tuesday, May 26, as CEMC continues measures to return to normal operations. The lobbies will be open during regular business hours, Monday through Friday from 7:30 a.m. to 4:30p.m. The sale of meter bases at these locations will resume as well.

We will be following CDC guidelines to protect the health and safety of our members and employees. Please do not enter the building if you are feeling sick or if you have a fever, cough or shortness of breath, or are otherwise experiencing symptoms of the COVID-19 virus. Please maintain a minimum distance of six (6) feet from others not in your party. Members are also encouraged to wear masks whenever possible.

Each lobby will have a designated maximum capacity limit posted at entry. This includes family members and children. We ask that you please limit your party to a maximum of two (2) people.

To help all members navigate the lobby safely, please watch for stickers placed on the floor to indicate standing/waiting locations and maintain proper social distancing guidelines at all times.Thank you in advance for your patience and cooperation.

This notice applies to the Clarksville and Ashland City District offices only.As previously announced, the Dover District office will reopen Monday, May 18.The lobbies of the Springfield, White House, Portland and Gallatin District offices remain closed until further notice; however, the drive-windows at each location have reopened.
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May 13, 2020

CEMC will begin measures to return to normal operations. Dover District Office opens May 18th

Over the next several weeks, CEMC will begin measures to return to normal operations, guided by the advice of our federal,state, and local public health officials. Since Stewart County has the fewest number of COVID-19 cases in our service area, we will begin by opening the Dover District office on Monday, May 18. The lobby will be open during regular business hours, Monday through Friday from 7:30 a.m. to 4:30 p.m. At this time,we will resume the sale of meter bases at the Dover office only. Members in Cumberland Connect’s open zones can also visit the Dover office to sign up for Cumberland Connect Fiber services.

We will be following CDC guidelines to protect the health and safety of our members and employees. Please do not enter the building if you are feeling sick or if you have a fever, cough or shortness of breath, or are otherwise experiencing symptoms of the virus. Please maintain a minimum distance of six(6) feet from others not in your party. Members are also encouraged to wear masks whenever possible.

Lobby traffic will be limited to a maximum of nine (9) people at all times.This includes family members and children. We ask that you please limit your party to a maximum of two (2) people.

To help all members navigate the lobby safely, please watch for stickers placed on the floor to indicate standing/waiting locations and maintain proper social distancing guidelines at all times.

Thank you in advance for your patience and cooperation.

This notice applies to the Dover District office only. The lobbies of the Clarksville, Ashland City, Springfield, White House, Portland and Gallatin District offices remain closed until further notice; however, the drive-windows at each location have reopened.
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May 1, 2020

Drive-thru Windows Reopen May 11th

CEMC continues to operate under modified business operations due to concerns about COVID-19. See previous updates below for full details.

Drive-thru windows will re-open for payment processing on Monday, May 11 at 7:30 a.m. Lobbies will remain closed until further notice.

CEMC’s 2020 Member Appreciation Day, which was originally scheduled for May 7,has been canceled. We look forward to Member Appreciation Day each year because it is a great opportunity to engage with our members; however, the safety and well-being of our members and employees is our top priority and we want to do our part to safeguard against the spread of the virus to keep our communities safe.

As this situation evolves, we are committed to being responsive to the needs of our members, employees and communities. Thank you for your support as we work to keep our communities safe.
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April 17, 2020

COVID-19 Update and Help information

CEMC continues to operate under modified business operations due to the COVID-19 health crisis.  See previous updates below for full details.

When the COVID-19 outbreak is under control, CEMC will transition back to normal business operations. At that time, CEMC will make payment arrangements for members who are behind on their electric bills, allowing them to catch up without a disruption of electric service.  

Due to the financial hardship this crisis has caused, we understand that some members may need to seek assistance paying utility bills.

The Low-Income Home Energy Assistance Program (LIHEAP) is available to help qualifying households pay their energy bills. Members can apply for LIHEAP in their county by contacting one of the following agencies:

• Cheatham County Mid Cumberland: 615-792-3632
• Montgomery County Mid Cumberland: 931-648-5774
• Robertson County Mid Cumberland: 615-384-1086
• Sumner County Mid Cumberland: 615-452-7570
• Stewart County Highland Rim: 931-232-5184

Members in Cheatham, Montgomery,Robertson, and Sumner Counties can also apply for LIHEAP online at:  
https://www.midcumberland.org/programs/low-income-home-energy-assistance-program-menu

Members in Stewart County can apply for LIHEAP online at:
https://www.highlandrim.org/services/energy-assistance

Help your neighbor by contributing to Project Help: For members who are able and would like to contribute, CEMC also offers Project Help, a program in which members can donate $1 or more on their bills each month to help provide relief to individuals who are struggling to pay their utility bills. Sign up by calling 1-800-987-2362 or by filling out the form on the back of your utility bill. Project Help monies are distributed based on need by designated community action agencies in each county.

As this situation evolves, we are committed to being responsive to the needs of our members, employees and communities. Thank you for your support as we work to keep our communities safe.
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April 3, 2020

Important CEMC member COVID-19 update and reminders

Effective March 20, CEMC suspended all disconnects and late fees until further notice. 

Electric usage will continue to accrue and be billed.  Members are encouraged to pay at least a portion of their bill as they are able. By paying what they can now, members
will avoid a large multi-month balance when the pandemic is over. 

While CEMC bill statements continue to show late fee amounts and disconnection dates, please know these are not applicable at this time. 

All CEMC lobbies and drive-thru windows remain closed, but payments can be made via:
• Via SmartHub online and through the mobile app,
• Credit/debit card payments by phone
• 24-hour payment kiosks, which are available at all CEMC office locations and do accept cash and credit card payments. (Kiosk walk-through)
• Members who wish to pay by check should mail payments along with their payment stub to: Cumberland EMC, P.O. Box 2252, Birmingham, AL 35246-0039

When the COVID-19 outbreak is under control, CEMC will transition back to normal business operations. CEMC is currently working on developing payment plan options for members who are behind on their electric bills.  More information regarding payment plan options will be provided when available. 

As this situation evolves, we are committed to being responsive to the needs of our members, employees and communities. Thank you for your support as we work to keep our communities safe.

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March 23, 2020

Drive-thru windows closed. List of approved meter bases
In an effort to limit contact and potential exposure and/or spread of the corona virus (COVID-19), all CEMC drive-thru windows will be closed, beginning today, Monday, March 23 a t4:30 p.m. until further notice. The call center will remain open during regular business hours and members will still be able to manage their accounts through the following methods:

• Via SmartHub online and through the mobile app,
• Credit/debit card payments by phone
• 24-hour payment kiosks, which are available at all CEMC office locations and do accept cash and credit card payments. (Kiosk walk-through)
• Members who wish to pay by check should mail payments along with their payment stub to: Cumberland EMC, P.O. Box 2252, Birmingham, AL 35246-0039

Please do keep in mind that CEMC is suspending all cutoffs and late fees until further notice.

At this time, we will also be suspending the sale of meter bases. We have compiled a list of approved meter bases CEMC will accept for installation during this suspension period (view approved meter bases).As this situation evolves, we are committed to being responsive to the needs of our members, employees and communities.

Thank you for your support as we work to keep our communities safe.


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March 20, 2020

CEMC suspending cutoffs and late fees until further notice
In light of the growing concern surrounding the spread of the novel corona virus (COVID-19) and the hardship it is placing on many CEMC members, CEMC is suspending all cutoffs and late fees until further notice. This includes prepaid accounts.  Updates will be provided every 15 days to keep you up to date on this ever-evolving situation. Please continue to follow us on social media and check our website for updates. If you would like to monitor your electric usage, you can do so by downloading our SmartHub mobile app or login to SmartHub from our website. We are proud to be a part of the communities we serve and know we will work through this tough time together.   

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March 17, 2020

CEMC suspending cutoffs through April 1, 2020
At CEMC we realize this is a stressful time for many and we want you to be at ease about your electric service.  CEMC is suspending cutoffs through April 1, 2020. If you have any questions regarding your account or need to discuss your bill, please give us a call at 800-987-2362.

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March 16, 2020

A message to our members
With the impact of the novel corona virus (COVID-19) disrupting much of our daily lives, Cumberland Electric Membership Corporation wants to assure the communities we serve that we are prepared to continue our operations throughout the duration of this public health crisis. The health and safety of our employees and members is always our top priority and in an effort to carefully balance member service with the overall well-being of our communities, please be aware of the following:

• Starting at noon, Tuesday, March 17, All CEMC lobbies will be closed to walk-in traffic until further notice  
• Drive-thru windows and our Call Center (800-987-2362) will remain open during regular business hours from 7:30a.m. - 4:30 p.m.
• 24-hour payment kiosks are available at all CEMC office locations
• You can also conduct business with us via the SmartHub mobile app and here on our website

Our operations personnel will continue to do their important work to keep the power system operating reliably. CEMC will continue to respond to outages 24 hours a day. Please report outages via the SmartHub mobile app or by calling us at 800-987-2362.  

It is unfortunate that some will use events like this to take advantage of others. CEMC reminds our members to be aware of scams targeting utility consumers. Your co-op will never:• Call to threaten disconnection

• Demand immediate payment with a prepaid card
• Show up to your home and request access indoors
• Ask for sensitive data like banking information via email or phone

This is a fluid situation, and we recognize that many businesses, individuals and families may be impacted by these unprecedented events. As this situation evolves, we are committed to being responsive to the needs of our members,employees and communities.  Thank you for your support as we work to keep our communities safe.