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Iowa LIHEAP Policy and Procedures Manual 3.00 Outreach

Effective 09/01/2023

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3.00 Outreach Offices

Each CAA must ensure that one primary outreach office is open and taking applications in each county a minimum of 16 hours per week during the heating season (October 1 – April 30), unless a waiver is granted by the state LIHEAP office. Home visits may be made during the 16-hour per week timeframe. If the office must close in order to make a home visit, a note must be posted on the door and the worker is to return as quickly as possible.

The hours for accepting applications for the program shall be clearly posted.

CAAs are encouraged to take applications during non-traditional hours and days.

Each outreach office must be clearly identifiable with a sign, which is visible and readable from outside the office.

It is recommended that agency off-hours voicemail explains how to proceed in case of emergency, or refer callers to another resource, such as 2-1-1.

3.10 Adverse Weather/Holidays If weather conditions or holidays necessitate a change in hours, an explanation regarding the closing, who to contact in case of emergency, and the time of return should be posted on the door of the office, when possible. Ensure the posting is clearly visible and readable from outside the office. In addition, information should be posted on the agency website, local media, and/or social media.

3.20 Outreach Office Relocation Prior to relocation of any outreach office, the Iowa HHS/CAA Unit must be notified of the new address, telephone number, and hours of operation. This information must also be publicized within the county service area.

3.30 Data Transmittal Each outreach office shall transfer application approval/denial information of LIHEAP and Weatherization Program applicants to a secure server (the electronic Bulletin Board, which is LIHEAP’s vendor notification system) at least once a week. LIHEAP customer application/approval/denial information shall be forwarded to the CAA central office.

Each CAA shall provide Iowa HHS/CAA Unit a composite listing of all approved, denied and paid applications, including all LIHEAP customer characteristics, at least weekly from November through April (or the end of the heating season).