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Louisiana LIHEAP Service Delivery Guide

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T a b l e o f C o n t e n t s

Table of Contents CHAPTER 1: INTRODUCTION ....................................................................................................... 6 1.1 Program Overview ........................................................................................................................... 6 1.2 LIHEAP Policy and Procedure ......................................................................................................... 6 1.3 Administrative and Programmatic Changes/Updates to the LIHEAP Service Delivery Guide ........... 7 1.4 Subgrantee Technical Assistance .................................................................................................... 7 1.5 Funding Allocations .......................................................................................................................... 7 1.6 LIHEAP Energy Software (LES) System .......................................................................................... 8 CHAPTER 2: ADMINISTRATIVE OPERATIONS ............................................................................ 9 2.1 Financial Management ..................................................................................................................... 9 2.2 Accounting Systems ........................................................................................................................ 9 2.3 Administrative Policies ................................................................................................................... 10 2.4 LIHEAP Contractual Documents .................................................................................................... 10 2.5 Subgrantee Production Benchmarks .............................................................................................. 11 2.6 Reporting Requirements ................................................................................................................ 11 2.7 Recordkeeping .............................................................................................................................. 13 2.8 Inventory Control ........................................................................................................................... 19 CHAPTER 3: SERVICE DELIVERY AND ELIGIBILITY DETERMINATION ................................. 21 SERVICE DELIVERY 3.1 Customer Service .......................................................................................................................... 21 3.2 Outreach ........................................................................................................................................ 22 3.3 The Application Process ................................................................................................................ 24 3.4 Applicant Appeals and Grievances ................................................................................................. 28