Fueling Our Workforce

Nobody understands utility customers better than the employees who talk with them every day. So, when the American Gas Association’s Safety, Operations, Engineering and Security committees identified the need for frontline-focused training and tasked AGA with developing it, AGA began by asking frontline workers what questions they hear most often about the natural gas business and what information would help them answer these questions.

Nearly 200 employees responded, and their input became the foundation for Fueling Our Workforce—a highly interactive, two-hour training session used by utilities for new hires and veteran employees alike. It teaches them to explain, in clear language, why their work matters to customers and their communities and prepares them to answer customers’ questions with confidence—building the trust that keeps customers satisfied.

Topics covered include affordability and billing, safety, reliability and sustainability, along with communication tips and live scenarios for practice.

What sets the program apart is its flexibility. Fueling Our Workforce isn’t one-size-fits-all: AGA tailors each session to the company, the audience, regional issues and what employees are hearing from customers in the field. The program also evolves with every session, as AGA incorporates participant feedback to keep the content sharp and relevant.

The numbers tell the story: More than 30 sessions have been held across 12 states, reaching more than 1,200 employees. Reactions from frontline employees have been consistently positive. They appreciate the information itself, but just as much, they value a company that invests in their skills and a program that respects their knowledge and recognizes how integral they are to their communities.

The clear next step was a Train-the-Trainer model, launched at the 2026 Spring Operations Conference. It allows companies to scale the training internally while keeping the content consistent.

“At its core, Fueling Our Workforce is about helping frontline employees feel more confident, informed and prepared to have productive conversations with customers,” said Kara Riba, AGA’s senior director of advocacy and outreach. “By giving employees practical information, real-world examples and solutions they can share, the program helps turn everyday customer interactions into opportunities to build trust.”

The program is free to all AGA members. For more information, contact Kara Riba at kriba@aga.org.