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community resources. All mitigation efforts must be documented in the statewide database. The specific response must be designed to protect the health and safety of the household members. For the LSP’s part, the extension of crisis benefits and other services constitutes a proper response to the emergency. If this is not feasible, providing the client a list of available resources or communicating with the client’s utility vendor may constitute mitigation if properly detailed in the statewide database. Documentation In order to comply with the crisis intervention timeline, LSPs must take action within the 18- or 48-hour timeframe and document these steps. LSPs must ensure that the date that the crisis was first made known is recorded in the statewide database. To track the crisis timeline properly, the date that the applicant first notified the LSP of the crisis is to be documented in the Case Notes within the statewide database. The LSP must document what action(s) have been taken within the 18- or 48-hour timeframe to mitigate the crisis. If the appointment is not within the 18- or 48-hour timeframe, LSPs must ensure that they take some other kind of action to mitigate the crisis. Mitigating Actions Mitigating actions may include, but are not limited to: • Scheduling an intake appointment and informing the vendor • Informing a regulated vendor that an applicant has submitted an application during the moratorium window • Calling the vendor to request an extension on the disconnection action • Assisting the applicant in negotiating a payment agreement on the outstanding balance with the vendor • Providing referrals to other community resources that can provide assistance Please note that giving out space heaters is not an approved mitigation strategy. LSPs must provide clients information about mitigating a crisis during non- business hours. LSPs should at a minimum identify local organizations that provide utility assistance when the offices are closed.The preferred referral source must be communicated to clients on the LSP’s outgoing voicemail message. Applicant Contacts LSP about Crisis Situation: Once a household contacts an LSP about a crisis situation, the LSP must schedule an appointment with the first available opening in the appointment schedule, or triage the application.