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● Log all applications immediately upon receipt.

● Enter applications into the OHEP database within seven (7) calendar days of receipt.

● If applications exceed this timeline and customer service is impacted, the LAA will be required to submit a corrective plan to meet the 7-day standard.

G. Pending Applications ● Requests for additional information must be sent within seven (7) days of application receipt, unless a crisis exists.

● Four types of pending statuses:

1. Applicant Information – Applicant has 15 days to respond before denial.

2. Utility Supplier Information – Do not deny applications for lack of this information.

3. Landlord Information – Do not deny applications for lack of this information.

4. Worker Information – Do not deny applications due to incomplete internal data entry.

● Applications pending for over 30 days must have documented reasons in the Notes tab.

● Supervisors must review aging pending applications weekly and take action to resolve or deny where appropriate.

● If 2% of an LAA’s applications remain pending for 45 days or more, a corrective action plan will be required.

H. Application Review and Certification

Updated May 2025