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Louisiana LIHEAP Service Delivery Guide 22 | P a g e

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 Provide materials and forms in multiple languages based on the community.  Address the customer’s LIHEAP assistance questions and concerns both during and post application. B. Customer Satisfaction Surveys LHC may periodically conduct customer satisfaction surveys. Results of the surveys will be provided to each Subgrantee with recommendations for improvement. Subgrantees are encouraged to survey customer service satisfaction, and adjust application procedures, as deemed necessary. 3.2 Outreach Section 2605(b)(3) of Public Law 97-35 requires that outreach for off-site activities be designed to assure that eligible households, especially households with elderly or disabled individuals, households with children under the age of 6, and households with high energy burden are aware that assistance is available. Subgrantee shall make a systematic attempt to provide services beyond conventional limits, including home-bound eligible applicants. Subgrantees should have a written Outreach Plan, which should be reviewed annually and updated as needed. This plan must be available for review upon request, as well as during the Subgrantee’s monitoring. A. Frequency of Outreach The Subgrantee shall conduct off-site outreach activities at least twice a year. More frequent activities shall be conducted if:  Services are not being sufficiently utilized by the general population  Services are not being sufficiently utilized by targeted population households or by new customers.  Applications are not being generated from all geographic areas of the Subgrantee service territory. B. Types of Outreach Outreach methods include, but are not limited to, the following:  Off-site events for distribution of LIHEAP information (churches, community centers, etc.)  Newspaper advertisements