Page 14

Required turnaround times used within EAP: Response Requirement to Applicant Turnaround Time Life Threatening Crisis Mitigation 18 Hours Crisis Mitigation 48 Hours Process time for face-to-face appointments, notify of approval or denial. Entry of household application into statewide database after receipt by LSP. Denial of incomplete application after written notification. 14 calendar days Applicant written appeal to LSP 30 calendar days LSP written appeal response to applicant/client. 14 calendar days Maximum time period to notify mail-in or online applicants of eligibility determination. (Processing time does not start until November 1 for early at-risk applicants.) Minimum time period before a denied applicant may submit a new application for assistance. 55 calendar days

PROGRAM FORMS Energy Assistance Program is a statewide program administered by various providers who each operate independently. To assure program consistency and integrity, certain functions of EAP must be standard across all service providers. For that reason, any document that has an IHCDA logo or is generated through the statewide database is proprietary to IHCDA and must not be changed or altered by the local service provider unless instructed otherwise by IHCDA.

UNUSUAL SITUATIONS This manual is intended to address the fundamental policies regarding EAP eligibility and the most common scenarios and issues subrecipient may encounter during administration of the program. It would be impossible and unwieldy to address all potential situations that intake or agency management may encounter. If intake or agency management encounters a situation that falls outside of the explicit guidance in this manual, they are encouraged to use the concepts contained in the manual and apply them to the specific situation. If the solution to the situation is still unclear, or if the subrecipient is unsure of their determination, they should reach out to IHCDA via the EAP inbox for clarification.