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Louisiana LIHEAP Service Delivery Guide 21 | P a g e

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CHAPTER 3: SERVICE DELIVERY AND ELIGIBILITY DETERMINATION This chapter provides Subgrantees with guidance regarding effective delivery of LIHEAP services to eligible Louisiana households. SERVICE DELIVERY 3.1 Customer Service Customer service is defined as an organization’s ability to meet its customers’ needs in a timely and efficient manner. The applicant shall be viewed as a “customer” at all times. The Subgrantee shall provide courteous, convenient, and prompt service to all LIHEAP customers. All customer contacts should be noted in the file, dated and should contain a brief statement regarding the contact. A. Customer Service Requirements The Subgrantee shall:  Have a sufficient number of well-trained intake workers  Ensure that intake workers treat customers respectfully and courteously.  Develop an intake process that incorporates in-person customer interviews, phone interviews, mail-in and online applications.  Annually assess the process for customers to apply and strive to reduce assistance processing time.  Applications must be processed on an as-received basis, considering all application pathways, as well as allowing for intermittent crisis applications and special consideration for LIHEAP priority groups (i.e. elderly/disabled).  Subgrantee must ensure clients do not encounter a busy signal when attempting to contact the Subgrantee. Messages must include ways to apply and times.  Subgrantee must have a referral option (i.e. 211, findhelp.org, etc.) for customers needing emergency assistance after-hours or on weekends or holidays.  Consider the needs of the customer, when implementing the application process.