Client names have been changed to protect privacy. Photo credit: 12/3/2017, MabelAmber, Pixabay . Photo is representative and does not depict actual clients.

For many families, the weight of utility bills can add significant stress to their daily lives. International Institute of Los Angeles (IILA) understands this burden and serves as the statewide administrator of the California Public Utilities Commission's (CPUC) TEAM and CHANGES programs. These initiatives provide critical assistance—TEAM (Telecommunication Education Assistance in Multiple Languages) helps non-English proficient consumers with phone and internet bills, while CHANGES (Community Help and Awareness of Natural Gas and Electricity Services) supports families struggling with gas and electric costs. Through a network of 25 Community-Based Organizations (CBOs), IILA ensures that vulnerable communities receive the assistance they need. 

Above: The Martinez family home

In December 2024, IILA was alerted to an urgent case by Compass of Madera, a TEAM and CHANGES CBO. The Martinez family—a 103-year-old father, his elderly wife, and their disabled daughter—had been living without electricity for three months due to an overwhelming $5,319.44 PG&E bill. Their caregiver reached out to outreach workers Briana, Jocelyne, and Lourdes, desperate for assistance after exhausting all available resources. Despite multiple pleas for help from social workers, the city, the county, and PG&E, no solutions had been found.

Recognizing the gravity of the situation, Andrea Herrera Mata, Compass of Madera’s CEO, quickly mobilized additional resources. She escalated the case to Milestone Consulting, which in turn reached out to our team for support. The family had endured months in darkness, even spending Thanksgiving with only candles to light their home. The challenge was clear—reducing their outstanding bill and securing a path to restore their electricity.

Through persistent advocacy and collaboration, the outstanding balance was successfully reduced to $3,846.85. Yet, the work didn’t stop there. IILA and its partners explored every available avenue, determined to bring the cost down further or identify a program that could cover the remaining balance. Ultimately, IILA stepped in to fully cover the expense, ensuring that the Martinez family could have their power restored.

Thanks to the dedication and teamwork of all involved, the Martinez family's home was once again filled with light and warmth. No longer forced to rely on candles, they could now safely store refrigerated medication and enjoy the comfort of their home, particularly during the harsh winter months. Their relief was immeasurable, and for the first time in months, they could finally breathe easier, knowing their essential needs were met. 

This case stands as a powerful testament to the impact of community-driven solutions. It reinforces the belief that when people come together with compassion and determination, even the most daunting challenges can be overcome. The Martinez family's story is not just about restoring electricity—it's about restoring hope. 

Together, we illuminate lives.