Oklahoma Electric Cooperative News May 26 by Oklahoma Electric Cooperative

OKLAHOMA ELECTRIC

CO-OP NEWS

Improving Reliability for members of

PLUS

>> A long-time employee retires

>> ORU reaches $7 million in community grants

Reliability is a word we use often, but for our members, it has a simple meaning. It means the lights and internet service work when you need them. It means your home stays comfortable during extreme weather. It means your connection to work, school and daily life stays steady. That expectation guides everything we do.

Over the past year, you may have heard more about ACES 2.0, our Adaptively Controlled Electrical System. At its core, this is about building a smarter grid that works for you. With advanced technology in place, parts of our system can now detect issues and reroute power automatically. In some cases, outages are shortened or avoided altogether without dispatching a crew.

For members, the difference is straightforward: fewer interruptions, faster restoration when outages do occur and a system that responds in real time, not just after the fact.

We are already seeing those benefits in parts of our service area, now including Chickasha, Amber and Pocasset. As we continue expanding this technology, more members will experience that same improved reliability. Of course, technology is only part of the story.

When I think about reliability, especially during peak weather season, I think about preparation and response working together. Oklahoma weather can be unpredictable and severe. Storms test our system every year. Our job is to be ready before they arrive and to respond quickly when they pass through.

That means ongoing maintenance, system upgrades and careful planning long before a storm is in the forecast. It also means having skilled crews ready to restore power safely and efficiently when outages happen.

There is always a balance to strike. We move as quickly as possible to restore service, but we also have a responsibility to strengthen the system for the long term. Every repair is an opportunity to improve. Every upgrade is an investment in fewer outages down the road.

This long-term approach is not always visible in the moment, but it is what allows us to serve you better year after year.

We are also focused on keeping you informed and connected. Tools like outage text alerts and the MyOEC app give you real-time updates and greater visibility into your service. If you have not already, I encourage you to make sure your contact information is up to date so you can take full advantage of those tools.

At the end of the day, reliability is not just about infrastructure or technology. It is about trust. It is about knowing your cooperative is working every day to serve you, improve and plan for what comes next.

That is our commitment to you.

A call comes in, the kind that requires patience and a steady voice. In the office next door, Amy McElheny listens and waits. When the moment is right, she steps in.

“Okay, you’ve had your turn,” she says. “Now let me help you.”

That moment, remembered by colleagues, reveals McElhany's character more than any title could.

For over 30 years as OEC manager of member service, McElhany shaped not just a department, but the cooperative’s connection to its members. Her approach focused on slowing down, listening, and solving actual problems, not rushing calls or following scripts.

“Her number one priority is to really listen,” said Autumn McMahon, vice president of member engagement. “Her ability to listen to the members we serve and the people on her team makes her an exceptional leader.”

Listening carefully and actively became the foundation of the department she built.

When McElhany began, member service was simpler. The team and complexity grew. The launch of OEC Fiber added new systems, more questions and increased call volume.

Through it all, McElhany stayed focused on one thing: making sure every person felt heard.

“She made sure she had all the answers before rolling anything out,” McMahon said.

More importantly, she made sure her team was ready.

“What she has done so well is train our member service associates to take the time to solve the problem instead of just churning through calls,” McMahon said.

That kind of service does not happen by accident. It is taught, reinforced and lived out every day. For Maegan Bohon, who worked closely with McElhany for years, that example started on day one. 8231340201

“She trained us side by side,” Bohon said. “You didn’t just get the basics and figure it out later. She walked you through everything.”

That level of care shaped how employees approached their work long after training ended.

“When you get support like that in your first six weeks, it carries on throughout your employment,” Bohon said.

The Shape of Service

After more than three decades, Amy McElhany leaves behind a department shaped by care and trust

By JoMarie Ramsey

It also shaped how they treated the people on the other end of the line. Rather than seeing a caller as a complaint to resolve, McElhany encouraged her team to see a person.

“She would say, 'What if this were your mom or your grandmother?’” Bohon said.

The shift in perspective changed everything. Calls were not rushed. Conversations were not scripted. Solutions were not one-size-fits-all. Instead, employees have the space to listen, ask questions and find answers that actually work.

Over time, her approach became part of the department’s identity, influencing both public interactions and behind-thescenes dynamics. For Jeanie Lee, that care was just as evident behind the scenes as it was with members.

When Lee joined OEC, she shared concerns about her eyesight and whether she would be able to do the job. McElhany did not hesitate.

“She had me sit down at her desk and started adjusting everything,” Lee said.

Within days, McElhany found new tools to help. Colleagues describe her as attentive, regularly checking in, and creating a supportive environment.

“I think she puts a person before herself,” Lee said.

That philosophy extended beyond individual interactions and helped shape the department as a whole. Under McElhany leadership, the department grew in both size and structure, adding supervisors, trainers and new roles that created opportunities for advancement.

“She’s been very intentional about empowering the people that work with her,” McMahon said.

Many of the department's leaders carry forward the culture she started.

Now, as McElhany steps into retirement, the robust systems she established endure. Yet her most lasting legacy is the culture of collaboration, integrity and inclusion she fostered—a testament to her years of steady leadership.

“She treats people as people and comes from a place of love and understanding,” Lee said.

It is not something easily measured, but it shows up in every call answered, every problem solved and every member who hangs up feeling heard.

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