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DIVISION OF STATE SERVICE CENTERS OFFICE OF COMMUNITY SERVICES DELAWARE ENERGY ASSISTANCE PROGRAM OPERATIONS MANUAL (DEAP) NUMBER: 900

Program: Fair Hearing/Appeals Procedures STANDARD OPERATING PROCEDURE: LOW-INCOME HOME ENERGY ASSSISTANCE PROGRAM (LIHEAP) FAIR HEARING/APPEALS PROCEDURES

Approved: Date:_________________

Director:______________________ SECTION 900 FAIR HEARING/APPEALS PROCEDURES PURPOSE Households have the right to a hearing if they are dissatisfied with: 1. How the application process 2. The eligibility decision Applicants are informed of their right to a fair hearing by the intake worker at the time of the appointment. The application signed by the applicant, includes a statement notifying applicants of their right to a fair hearing. Applicants that apply by mail receive a separate paper notifying clients of their right to a fair hearing. Applicants or clients who want a formal Fair Hearing should contact the county agency that served them and that office will make the necessary arrangements for such a hearing. The freedom of an applicant or client to request a hearing is a fundamental right and cannot and should not be limited or interfered with in any way by any staff member of any agency working in the Delaware Energy Assistance Program (DEAP). As with all elements of DEAP, the first step in this process should be an agency conference where agency personnel and the applicant/client try to resolve any difficulties. Please note that this is an informal hearing only, and in no way does it interfere with the applicant’s or client’s right to request a formal hearing. Those staff members concerned with applicant’s/client’s specific application, as well as a supervisor, should attempt at this time to explain fully how any decisions were arrived at, and they should take any additional information that the applicant/client wishes to present. If the problem is resolved at this level, the applicant/client should be notified of the decision about any change in determination if applicable, by the appropriate contractor agency. The entire