We get it—dealing with energy issues is hardly ever a walk in the park. From downed power lines and outages to complex issues like service disconnections and reconnections—we’re here to do what it takes to make things right. This includes making sure people are aware of any programs they may be eligible for to help ease energy costs.

If David Donahue answers the next time you call SDG&E®, you can relax—he’s got this.

David’s workdays are anything but predictable. As an Energy Service Specialist, he’s the first person customers talk to when facing various challenges. But it’s not his technical abilities that make him stand out—it’s his passion for helping people.

So, what mentally prepares David for his unpredictable days on the job?

His day begins like most of ours—with a cup of coffee and a quick walk with the dog. He’s up early to ensure he’s on time for his eight-hour shift.

“I live in an area with a lot of traffic, so I get up an hour and a half before work,” Donahue said.

Once his dog is taken care of, David is ready to face the day—armed with a homemade lunch and a trusty travel mug of coffee. As he drives to work, he tunes into country music station KSON, bobbing his head to the beat.

As he drives, David is already thinking ahead. He checks in with his mom to provide traffic updates. It’s a small, yet meaningful routine that sets the tone for the attentive interactions he has with members of the community each day.

David’s workdays are a symphony of requests—everything from billing questions to setting up new service. It’s a job that requires both problem-solving skills and emotional intelligence.

“A lot of times, when people are upset, they’re not mad at you—they’re mad at the situation. And if you can take yourself out of the equation and focus on helping them, it allows you to listen and narrow down a solution.” 

Sometimes the solution boils down to letting people know about financial assistance programs, including the California Alternative Rates for Energy (CARE) and the Family Electric Rate Assistance (FERA) programs.

David’s empathy is his superpower.

“When someone calls in upset, and at the end of the call, they thank you—I consider that a win,” he said.

One of the most rewarding aspects of his job is enrolling customers in SDG&E’s Arrears Management Payment Plan, which offers debt forgiveness to qualifying households.

“When I sign someone up for the program, I’ve had people cry on the phone,” David said. “It’s life-changing to give someone a fresh start.” He says it’s moments like these that make his job worthwhile.