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Iowa LIHEAP Policy and Procedures Manual 2.00 CAA Requirements

Effective 09/01/2023

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2.00 CAA Requirements

2.10 Publicity Each CAA will conduct outreach to inform eligible households of the availability of this program. In addition to its normal outreach functions, each CAA will authorize its workers to take applications in a potential LIHEAP customer's home as well as at local community, places of worship and elderly centers. This program is to be made easily accessible to all who might be eligible, especially the elderly and disabled.

Each CAA is encouraged to issue a news release (see Appendix A – Sample Press Release), prior to the beginning of each application period (October 1 for elderly and/or disabled; November 1 for all other households), describing the details of the program to newspapers and radio stations in its service area. The October 1 release may be targeted to any locale in the CAA service territory that has a specific clientele of elderly and disabled. This may be accomplished by posting on social media, distributing fliers, posters, or news releases to congregate meal sites, senior centers, Area Agencies on Aging, etc. This release should include how, when and where to complete applications, and what accompanying documentation needs to be supplied along with the application.

All news releases must include the following information:

“This program is not designed to pay a household’s total energy costs. The program will provide supplemental assistance based on several factors. Those factors include total household income, household size, dwelling type, and type of heating fuel, among others.”

2.20 LIHEAP Customer Confidentiality & Services Every effort must be made to maintain LIHEAP customer confidentiality. A private area must be made available for LIHEAP customer interviews. When taking applications in person, it is important to remember that many LIHEAP customers may not feel comfortable applying for governmental assistance programs. Many may be easily embarrassed or discouraged from applying by the manner in which the workers conduct themselves. It is essential to handle each LIHEAP customer with dignity and respect. Sign- in sheets cannot be used, because it is a violation of LIHEAP customer confidentiality, unless held privately by the agency in an area unseen by passersby. Phone calls with vendors should be conducted with utmost concern for customer privacy; avoiding calls on speakerphone in public areas.

Section E of the General Terms of the CAA’s contract with the state includes the following:

Information pertaining to LIHEAP customers shall be held confidential, including, but not limited to the following:

● Names and addresses of LIHEAP customers; ● Information about a LIHEAP customer reported on the Application/Intake Form; ● Information concerning the social or economic conditions or circumstances of particular LIHEAP customers who are receiving or have received services.

Information described above shall not be disclosed or used by any person except for purposes of administration of services covered under this contract except upon consent of the LIHEAP customer as evidenced by a signed release.

The agreement with the utilities is for a limited amount of information, which includes only the head of household. The application the LIHEAP customer signs allows for this exchange of information. Agencies are responsible for establishing policies and procedures regarding releasing/exchanging information when the person listed on the bill is not the customer seeking assistance.