Community Relat & Cust Pgm Coordinator

51320 - Thunder Bay - Regular  

Hiring salary range: $3,710.00 - $4,982.00 / Bi-weekly

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function:

Accountable to improve customer understanding, knowledge and access to available electricity affordability programs (OESP, LEAP) and the REINDEER renewable energy program by discussing with communities, establish and maintain close and respectful relationships within the communities, Chief & Band Councils, and other community leadership for the purpose of developing lasting customer relationships. Establish and maintain relationships with appropriate external organizations to coordinate Remotes conservation, renewable energy, affordability efforts and current customer initiatives within existing and proposed government programs. 

General Accountabilities: 

• Requires experience to be familiar with the organization contacts, policies, procedures and standards relative to training course scheduling, material, equipment, visual aids, reports and records maintenance.

• Develop and maintain a close and respectful relationship with community leadership and their respective Tribal Councils within Remotes service territory in order to support the leadership team and the business as a whole. Track elections and monitor for changes in leadership, community contacts/portfolios, Tribal Councils, and community political affiliations for the business.

• Deliver Hydro One Remote Communities Customer Programs including conservation, public safety and current customer initiatives within the approved corporate, government and OEB framework.

• Improve customer knowledge of and access to available electricity affordability programs (OESP, LEAP) and the REINDEER renewable energy program by discussing with communities, reaching out to local service organizations and by organizing customer/community meetings. 

• Act as functional resource with respect to design and implementation of Community Relations activities and Customer Programs. 
• Act as resource person for Hydro One contacts and their major customers on customer service issues. Confer with contacts to discuss, gather and clarify information required to investigate problems. Act as a resource for established policies and procedures. Investigate cause and possible solutions. Support trouble call, outage and emergency communications. 
• Improve customer understanding of our business and its services, by discussing with communities, reaching out to local service organizations and by setting up customer/community meetings. Coordinate all meeting logistics, including establishing meeting locations, refreshments, translation and publicity in cooperation with local representatives. Organize public consultation activities. Coordinate and deliver Customer Advisory Board meetings as per the established process.
• Assist in the development and distribution of broad customer communications, including improving digital access, developing posters, community materials etc. Assist in the preparation of all materials for meetings, including power point presentations, hand-outs of graphics and background information etc. Assist in the development of written customer letters. Contribute to the development of formal and informal briefings for internal and externals stakeholders.
• Develop appropriate analytical tools for planning and business analysis of community relations and customer program initiatives. Prepare summaries and report results.
• Coordinate and deliver appropriate communications and educational programming regarding energy conservation, renewable energy technology, bill format, billing processes, connection processes, connection restrictions, affordability programs (LEAP, OESP) and electrical public safety within Remotes service territory. Work with Hydro One Networks corporate communications on the design and delivery of key messages via various means.
• Establish contracts where necessary with communities and service providers to facilitate the delivery of community and customer programs. Monitor contracts for quality and quantity of work, track and report on progress, and provide training where necessary to ensure effective program delivery.
• Administer and promote Remotes’ existing conservation program. Research and make available other conservation and energy related opportunities to customers & communities (Provincial Affordability Program, NRCan programs). Coordinate with the billing department to assist with arrears management and payment support and investigate potential ties to conservation measures or affordability programs. Measure, prepare reports and present results accordingly. Administer, promote and assess Internal Energy Efficiency/Environmental (IEE) initiatives.
• Promote Remotes’ existing renewable energy program. Coordinate communications with stakeholders to facilitate discussions regarding the development of renewable energy projects within Remotes’ service territory. Participate in the integration of new non-utility renewable generation connections with other groups within Hydro One Remote Communities through participation with cross functional teams.
• Establish and maintain relationships with potential private sector partners, indigenous organizations and appropriate government departments (including Natural Resources Canada, Aboriginal Affairs and Northern Development Canada, Canada Mortgage and Housing, and IESO, etc.) to coordinate program resources and provide for effective program delivery.
• Develop and coordinate the public safety program for the business with support from supervisor.
• Provide input to the business planning process, regulatory filings and submissions relating to Community relations, Customer programs, projects and initiatives.
• Coordinate Remotes’ participation in conferences, trade shows, meetings and workshops to facilitate the effective delivery of customer programs (ie. conservation, renewable energy, and public safety, etc.) as well as to promote positive community and customer relations. Represent the company at community or special events to further support corporate objectives.
• Maintain the Customer Relations procedures making additions or deletions as directed to reflect approved conditions of service, policy, practices, rates and other matters that may affect customer or community relations.
• Identify and resolve customer/community issues by developing collaborative relationships with customers, local service boards (schools, healthcare) to understand customer needs, priorities and rub points. Respond or prepare responses as directed to information requested by customers. Prepare and provide information such as energy usage for customer programs and initiatives.
• Work with local communities planning grid connection to ensure that customers have a clear understanding of Hydro One Remotes’ services and responsibilities.
• Support the delivery of the Remotes’ community sponsorship program.
• Record, update and report statistical information as required
• Perform other duties as required 

Selection Criteria:

• Requires excellent communications skills - written and verbal.
• Requires knowledge of English to conduct discussions with various external contacts and to deliver effective presentations.
• Requires knowledge of First Nations culture, values and history to enable close and trusting relationship building with communities and community leadership.
• Requires knowledge in all aspects of computer applications and processes associated with business planning and information reporting systems 
• Requires experience to be familiar with the development and integration of regulated utility business processes and customer demographics.
• Requires an understanding of business planning process, including setting performance measures. Requires experience to be familiar with the scope and responsibilities of the position, organization and operation of related work groups, regulatory work programs, procedures and practices.
• This knowledge is considered to be normally acquired through the completion of 4 years of University training (but could also be acquired through experience working with First Nations organizations or communities.
• Requires an understanding of First Nation Chief and Council initiatives. A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.

Work Location Requirement: This role follows a hybrid work model and requires the successful candidate to be onsite at our Thunder Bay office a minimum two (2) days per week.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2026. 

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2026"

Deadline: March 9, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

This posting is for an existing vacancy. 

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

In the event you are experiencing difficulties applying to this job please consult our help page here.

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.