Services for the Medically Vulnerable

Does someone in your household have a medical condition that could become life-threatening during a power outage? If you are a City of Austin Utilities customer, you may qualify for the Medically Vulnerable Registry.

Customers with critical medical conditions may need extra support during a power outage. The Medically Vulnerable Registry provides eligible customers with personal case management from the City of Austin and partnering social service agencies.

Customers on the registry work with a designated case manager to establish a personalized emergency backup plan. If a customer is having trouble paying their utility bill, their case manager can help with flexible payment plans and other options.

Eligibility

To qualify, customers must meet one of the following criteria:

• Life Support: The resident is sustained by a life support system that requires uninterrupted electric or water service (no recertification required with annual check-ins).

• Critical Illness: The resident is being treated by a licensed medical provider for a critical illness such as paraplegia, quadriplegia, hemiplegia, multiple sclerosis, scleroderma, or other medical conditions that require heating or air conditioning (recertification required every five years, along with annual check-ins).

• Serious Illness: The resident is being treated by a licensed medical provider for a serious physical or mental illness impacted by changes in temperature (annual recertification required).

A licensed medical provider must verify eligibility. Customers are responsible for contacting Customer Care to have their eligibility recertified as necessary.

Next Steps

To join the registry, complete the Medically Vulnerable Registry Information form or call Customer Care at 512-494-9400. Please have ready the name and number of the customer’s medical provider.

Please Note

Customers on the Medically Vulnerable Registry:

• Are not guaranteed uninterrupted power or priority restoration during an emergency
• Are still required to pay their monthly utility bill on or before the due date
• May still be subject to disconnect for non-payment