Carroll County Electric Enhances Outage Reporting System

CARROLL COUNTY (April 30) — Residents of Carroll County now have a faster, high-tech way to report power failures. During the April 30 meeting of the Carroll County Electric Department Board of Directors, General Manager Ryan Drewry and Office Manager Kelly Fields officially unveiled a new digital monitoring and reporting system designed to bridge the communication gap between the utility and its customers.

The new interface, provided by Murray, Kentucky-based Hometown Grid, marks a significant shift in how the department handles service interruptions.

A New Way to Report

The centerpiece of the upgrade is a streamlined reporting system. Customers experiencing an outage can now report it instantly via phone or text message.

Reporting Number: 1-888-507-8284

Text Capabilities: Customers can simply text the number to alert the department of a blackout.

Online Access: The interface is also live on the department’s website. It shows near-real-time outages and updates the screen with the location and total number of outages. During Monday, April 27’s windstorm, the outage map helped customers stay apprised of outage locations. Approximately 1,000 customers were temporarily without power during the day.

Office Manager Kelly Fields emphasized that the system isn’t just for taking reports—it’s for follow-through. Once crews restore power, the system will automatically notify the customer to confirm that their electricity is actually back on. This “closed-loop” communication ensures that individual service issues aren’t missed after a main line is repaired.

“It’s Not Spam”

During the meeting, board members and staff discussed the challenges posed by modern caller ID. Because the automated system uses an 888-prefix, officials are concerned that some residents might ignore the calls or texts, thinking they are telemarketers.

“Our guys can call back in the field to show that number,” Fields explained. She urged property owners to save the 1-888-507-8284 number in their contacts to ensure they receive vital updates regarding their utility service.

The transition to Hometown Grid’s platform also provides the department’s linemen with better data. Ryan Drewry noted that the system had already been “in action” during recent service calls, providing more “knowledge” to both the staff and the public.

“How we do business will be a little bit different,” Drewry told the board. “It will be more engaging and improve the communication coming in and going out. The guys are excited about it.”

For those who may have missed the online launch, the department plans to include the new contact information on “mail backers” (bill inserts) in the coming month.

The Board also approved a change order for the construction of the new substation in the Leach Community, in the 1000-acre lake area. Consultant Scott Burlison said that 7,000 cubic yards of additional earthwork needs to be removed and replaced with more compactable soil. So, equipment will be arriving at the site. Burlison said he hopes the substation will be completed before the end of 2026.

The board was notified that the Tennessee General Assembly approved the Chase Carlton Act. Carlton was a lineman for Carroll County who died in an accident during a major rainstorm. The legislation provides $50,000 for each of the five years to the family of a lineman killed in the line of duty. The legislation was passed unanimously through the necessary committees and unanimously in both chambers of the legislature. Carlton’s widow, Samantha, championed the legislation. Carroll County Electric employees held a memorial on the one-year anniversary of Carlton’s death.

The board concluded the meeting by approving the March vouchers. The Carroll County Electric Department Board of Directors is scheduled to meet again on May 28, 2026.