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SECTION 1100 APPLICATION PROCESSING

LIHEAP MANUAL JANUARY 2022 53

1100.6 APPLICATION (STANDARD OF PROMPTNESS)

Agencies may use its discretion for processing each step required to meet the Standard of Promptness (SOP) for application processing. The following are recommended timeframes for processing LIHEAP applications within the Standards of Promptness: Regular LIHEAP

If the household has current active service and meets basic eligibility criteria, then determine eligibility for Regular LIHEAP assistance. The 30 calendar day Standard of Promptness to pay the benefit applies to Regular LIHEAP assistance. If the application is Regular LIHEAP, the application must be accepted, processed and paid within 30 calendar days from the date of the application. Crisis LIHEAP

The Crisis component can be used to pay deposits, tank rental and reconnect fees. If the Energy payment will not address the crisis situation, the application cannot be approved until the applicant can provide verification of additional funds to resolve the crisis. The CAA has 10 calendar days to pay the Crisis benefit/payment.

To ensure accurate data collection for the Federal Performance measures, Intake workers must place a "2" in box 25 on the LIHEAP application to indicate "Prevention of loss of energy service" or a "3" to indicate "Restoration of energy service".

• Life Threatening Crisis applications must be accepted, processed and the vendor and applicant notified within 18 hours of the application date and time. The vendor must be paid within 10 calendar days of the application being made. The Life-Threatening Crisis Standard of Promptness applies to applicants who have: o A life-threatening situation (must be documented by a medical professional) and o A disconnection notice o Or service has been terminated o Or a reasonable anticipation of service termination exists o And meets the basic eligibility criteria

Then Determine Eligibility for: • Crisis - 18 hour Standard of Promptness to resolve situation • Approve application the same day • Key the application the same day • Contact utility company to verify status of service and amount needed to satisfy resolution of the crisis (document this in the case record) • Date and time of the appointment must be documented on the application