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Special Arrangements A major area of concern is the processing of applications for the individuals who have obstacles to applying. These may include the elderly, the disabled, working applicants and single parent families with children under 6 years of age. There will be times when applicants that reside in these targeted households will be allowed to apply by telephone.

Sub grantees should also consider non-traditional office hours during the busiest parts of the DEAP season to accommodate these applicants. Extended office hours, using adjusted work schedules for the sub grantee staff, should be considered to maximize access to services.

402.

APPLICATION FORM

The subgrantee is obligated to accept, review and determine the eligibility for energy assistance benefits for everyone requesting an application for the program. No one may be pre-screened or otherwise deterred in applying for benefits.

A new application is completed for each year's heating benefits program. The same application is used to determine eligibility for crisis benefits and cooling benefits, whenever applicable. Additional information and documentation may be required of the household but a new application is only needed at the beginning of the heating season component. For applicants that applied in the previous year, the application is automatically updated via computer. These applications are known as recertifications.

403.

MAILERS

Applications are mailed to previous year's benefit recipients who are elderly and disabled. The subgrantee may elect to mail out other applications on request. Applications are mailed out in July and August to be returned by the start of the heating benefits program.

404.

APPOINTMENT SCHEDULING

Appointment scheduling is the responsibility of the Telephone Operators/Receptionists in each county. It is vital that this individual be extensively trained on all components of DEAP. This individual must field general questions appropriately and either schedules an interview in the county office or transfer(s) the cal to the staff person responsible for those clients who apply through the mail (seniors and disabled). This staff person must also be able to handle volume calls on a daily basis (75-100) calls per day. All