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SECTION 1100 APPLICATION PROCESSING

LIHEAP MANUAL JANUARY 2022 59

1100.17 APPLICATION INTAKE

All applications must be completed by permanent/ temporary or volunteer staff who have completed a local training session. Employee applications must be accepted by the LIHEAP coordinator and approved by the Executive Director or designee. CAA Responsibilities: • Maintain adequate phone lines for clients to contact the agency for information and scheduling appointments (do not accept calls to schedule appointments prior to the 1st day of intake). • Establish and maintain intake logs tracking applicants from point of initial contact through approval or denial. • Screen applicant households for eligibility criteria. • Serve clients in a timely manner. • Serve crisis applicants in a timely manner. • Adhere to the first come first served policy. • Set up appointments only for money allocated. Accept only the number of applications that agency funding will allow to be processed. • Establish timely routing of applications from intake locations to the main office. • Accept lists of APS clients from DFCS caseworkers. • Maintain a waiting list when funds are exhausted as determined by the Executive Director of the CAA. It should include the following information:

Applicant/households name, age Address, phone#, Initial request date Utility company

• Conduct daily review of applications accepted, appointments scheduled, and application disposition.

Intake Staff will:

• Enter data on LIHEAP application as questions are asked of the applicant. • Make copies of all verification documents. • Determine eligibility and notify the applicant of status. • Complete the application within the required Standard of Promptness. • Sign the application, worksheet and other required documents. • Give each applicant household a Fair Hearing information notice. • Forward the application to the central office after eligibility determination.