When Jason Guyton needs help with a rebuild project in Altadena, he knows exactly where to go — less than a five-minute drive from his home to Southern California Edison’s Altadena Rebuild & Community Hub (ARCH).

“Whatever question I have about my rebuild projects, I know I can walk through the doors and get answers,” he said.

Ready to provide those answers are SCE customer service representatives like Enrique Alvarez and Daniel Cortez, who have been helping community members navigate the recovery and rebuild process after the Eaton Fire.

“They’ve helped me get temporary power set up, gone over building plans with me and outlined next steps I should take,” said Guyton.

Alvarez and Cortez also connect with customers on things like underground service designs, meter locations, trenching requirements and a range of other needs.

“We have become that point of contact for customers who simply want to know, ‘What do I need to do? What’s next?’” said Cortez.

Like many community members who Alvarez and Cortez encounter, Guyton lost his house — a childhood home that he had maintained and remodeled himself.

After the disaster, Guyton threw himself into recovery efforts, deciding to rebuild his own home while helping other Altadena residents rebuild theirs. Along the way, he made frequent trips to the ARCH to meet with Cortez and Alvarez.

“Those guys are just... they make you feel like family,” Guyton said. “They’re welcoming and they’re going to do their best for you.”

Helping customers is the main thread woven through Cortez and Alvarez’s careers. Both started at SCE’s call center helping customers understand their energy bills. After the Eaton Fire, they volunteered to support recovery efforts in Altadena.

As rebuilding efforts gained momentum, customers’ questions became more complex, and so did their roles. On any given day, they’re coordinating with planners, field crews, billing specialists, engineers and other teams to connect customers with the right resources.

“Our job is very fluid because it adapts to meet customer’s changing needs,” Alvarez said.

Throughout the day, residents stop by for appointments or walk in with questions.

“At the ARCH, we have a chance to sit face-to-face with someone and talk through everything they need,” said Alvarez. “We want to make sure we are always putting the customer first.”

Over the past year, Cortez and Alvarez have gotten to know homeowners, contractors and families rebuilding their lives. Some customers stop by regularly. Others, like Guyton, ask for them by name.

The support has made a difference for Guyton, who is nearly finished with his home’s rebuild and continues to help several Altadena homeowners rebuild their own.

“Those guys can definitely get things done,” Guyton said. “Every time I needed something from Edison, they were there to help.”

For information on resources to restore power after a disaster, visit sce.com/disasterrecovery.

Communications for this program are funded by ratepayers to support impacted customers.