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Household eligibility is based on verification of household members, dwelling, the eligibility of household members to receive taxpayer-funded benefits, and total household income. Benefit eligibility is based on the existence of a utility burden, operational heating equipment, active service at the address of application in the name of a household member or a qualified exception, service being coded as residential rather than commercial, and not having an excessive positive credit balance. Because our policy only requires a household to verify eligibility once per program year, a household that has been determined to be eligible but was ineligible for a benefit may bring in proof that it is now eligible to receive the benefit later in the program year, and the LSP may release the benefit without redetermining household eligibility. Household turned in: Can eligibility be determined? Can benefit eligibility be determined? Next step • Application • Utility bills No; Income documentation missing No; Household eligibility must be determined first Send incomplete letter for missing documentation • Application • Income Yes; all that is needed to determine programmatic eligibility is present No; without utility bills, energy burden cannot be established Approve household if they meet eligibility; withhold benefits. Contact utility vendor to request utility bills. When vendor provides bills, determine benefit eligibility and release benefit • Application • Income • Utility bills Yes; all that is needed to determine programmatic eligibility is present Yes; as long as household meets programmatic eligibility requirements eligibility and award benefits if household qualifies