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Louisiana LIHEAP Service Delivery Guide 52 | P a g e
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• Past Due Amounts not included in the Disconnect Amount • Other utilities included in the bill (i.e. water, sewer, garbage, etc.). D. Timelines Section 2604 (c) (1) and (2) of Public Law 97-35 provide that assistance to resolve the crisis be delivered to the household within the following timelines: Non life-threatening crisis—Service shall be delivered within 48 hours from the date of the completed application. Life-threatening crisis—Service shall be delivered within 18 hours from the date of the completed application. o If the health or safety risk is due to illness or medical need, clients must provide documentation verifying the health or safety risk. o If the health or safety risk is from extreme weather conditions, either heat or cold, the Subgrantee may document the emergency with a print-out of the weather advisory documenting the emergency by utilizing an internet weather advisory site. The Subgrantee shall respond quickly to all requests for crisis assistance to adhere to the federally mandated timelines listed above. Failure to adhere to the timeframes above may result in sanctions to the Subgrantee up to and including program re-assignment for those Subgrantees who have a documented history of non-compliance with the noted timelines. LHC requires that crises be resolved with a vendor pledge or payment by the Subgrantee directly to the vendor, in the event a vendor does not accept a pledge (to be reimbursed to the Subgrantee by LHC). If a utility vendor refuses to accept a pledge, and the Subgrantee does not have funds available to temporarily pay the benefit while awaiting LHC reimbursement, then crisis applications may not be processed for that utility vendor. This utility vendor and applicant would only be eligible to receive Heating and/or Cooling Benefits. E. Processing and Approval The Subgrantee shall initiate the LIHEAP application process for applicants seeking Crisis assistance in a timely manner and must use the LIHEAP Crisis Assistance Form (Appendix N). The purpose of this form is to: Document the need for Crisis assistance and identify why they are in the Crisis situation; and