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Iowa LIHEAP Policy and Procedures Manual 2.00 CAA Requirements

Effective 09/01/2023

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Below is information that may be shared with the utilities when the utility bill is in the customers’ name. ● Utility account number ● Record status ● Award amount ● Payment check number ● Agency File Number (AFN) ● Application date ● Name on account ● First and last name of head of household ● Address

In the event of additional requests that would be considered confidential, contact the Iowa HHS/CAA Unit prior to providing the information.

2.30 Appeal and Hearing Procedure Agencies must have a formal appeal procedure in place (either a LIHEAP-specific procedure or an overall procedure for the agency), which preferably includes someone outside of the LIHEAP program. The procedure must ensure appeals are addressed in a timely manner, particularly when staff involved in the appeal process are out of the office. In cases of denial, the agency appeal decision letter must clearly explain the reason for denial and include the Appeal and Hearing Procedure, should the applicant wish to submit an appeal to the State.

The Appeal and Hearing Procedure is supplied by the State and can be found at https://humanrights.iowa.gov/dcaa/liheap/liheap-appeal-hearing-procedure.

The Appeal and Hearing Procedure must be: ● Posted at each intake site and on the agency website where it can be viewed by program applicants, and ● Provided to each LIHEAP customer at time of application or determination (electronically and/or hard copy). o NOTE: Providing another copy of the Appeal and Hearing Procedure is not required unless the LIHEAP application is changed from approved to denied.