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Iowa LIHEAP Policy and Procedures Manual 17.00 Program Support

Effective 09/01/2023

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17.00 Program Support

17.10 Program Support – LIHEAP Activities listed below can be charged to the Program Support line item of the contract for both LIHEAP Regular Assistance and ECIP Crisis Assistance:

● Determining a customer’s energy assistance needs including whether the customer is in crisis o Includes when a customer contacts an agency about a regular benefit, a disconnection or disconnect notice, or an unaffordable overdue bill ● Working with a customer to complete an application for LIHEAP Regular Assistance or ECIP Crisis Assistance ● Entering the application into the system o Includes the time it takes to obtain documents from the vendor, printing and scanning supporting documentation ● Using the information supplied by the customer to determine their benefit award ● An outreach worker calling the main office to inquire about a customer’s eligibility for program funds ● Review of LIHEAP applications for accuracy

Activities listed above can be charged to Program Support, even if the final outcome is the use of non- LIHEAP funds (in cases of crisis application), until the point at which it is known that LIHEAP funds will NOT be awarded, after which another source of funds must be charged.

17.20 Program Support – LIHWAP Activities listed below must be charged to the Program Support line item of the contract:

● Staff time/expense to implement LIHWAP at the agency level ● Determining whether a customer is experiencing a water crisis o Includes when a customer contacts an agency about a disconnection, disconnect notice, or overdue bill ● Working with a customer to complete a crisis application ● Entering the crisis application into the system o Includes the time it takes to obtain documents from the vendor, printing and scanning supporting documentation ● Using the information supplied by the customer to determine their benefit award ● An outreach worker calling the main office to inquire about a customer’s eligibility for crisis funds ● Review of crisis applications for accuracy

Activities listed above can be charged to Program Support, even if the final outcome is the use of non- LIHWAP funds (because of the nature of a crisis application), until the point at which it is known that LIHWAP funds will NOT be awarded, after which another source of funds must be charged.