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Chapter 14: General Policy – Application Management, Record Keeping, and Reporting Each Local Administering Agency (LAA) must manage application processing to ensure fair, timely, and consistent treatment of all applications in accordance with productivity standards set forth in this Operations Manual. This chapter defines the required procedures for application management, record keeping, and reporting to maintain compliance with Federal and State regulations. 14.0 Policy – Application Management Requirements Effective application management begins at the point of receipt and continues through assignment, processing, and certification. Supervisors are responsible for ensuring prompt data entry and immediate assignment of applications to caseworkers, maintaining adherence to productivity standards outlined in this chapter. Because each LAA experiences different volumes and types of applications—including Categorical Eligibility, mail-in, consumer portal, in-office, and telephone applications—local procedures must balance these demands while prioritizing customers in crisis and ensuring timely payments to energy suppliers. 14.1 Application Management – Overview and Background A. Seasonal Workload Variations OHEP operations typically see an increase in application volume from fall through winter, driven by heating needs. Mail-in applications generally represent the majority of submissions. During this peak, rapid data entry, diligent application follow-up, and timely fiscal processing are essential. Local managers must actively monitor operations to prevent backlogs. The State OHEP office closely observes agency performance during this period and is available to assist in addressing any backlog concerns. B. Planning and Workflow Management A clear, documented plan for distributing, tracking, and processing applications—particularly mail-in applications—is essential. Key questions for management include:

Updated May 2025