Mobilize and implement the HOMES and HEAR Programs pursuant to plans and blueprints (see Section IX Attachments To Solicitation) approved by USDOE. Monitor program delivery and oversee all contractor(s). Verify that a single address cannot receive a rebate from both HOMES and HEAR for the same measure. Conduct focus groups and/or consumer surveys to assess the effectiveness of program outreach and delivery and satisfaction with rebates and products. Fulfill contractor management needs with regular reviews of program implementer/other contractor data submissions. Market, educate, and engage in outreach for the HOMES and HEAR Programs. Conduct separate outreach to retailers, product manufacturers, and distributors. Develop marketing and education information for homeowners, tenants, retailers, contractors and others as needed. Provide training specifically to assist contractors in participating in the rebate programs. Provide third party training verification. Provide energy auditor training. Provide technical assistance either directly or through specialized organizations to assist entities focused on serving communities and/or other priorities. Assist SCEO to maintain the Program website content including all requirements set by USDOE and any future revisions to those requirements that may occur. Provide quarterly reports that meet the requirements set in the IRA Home Energy Rebates: Data & Tools Requirements Guide which can be found here. Establish and operate a program-specific call center for rebate intake and provide direct customer service functions including, but not limited to, answering questions, resolving complaints, educating customers, and recording stakeholder feedback regarding HOMES implementation. Establish and operate a program-specific call center for intake and resolving customer and HEAR Pre-Qualified Contractor issues and feedback. Consumer protection functions including resolution procedures, data review, contractor management, installation standards, and continuous improvement...
