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EAP Policy Manual FFY24 Chapter 5 Crisis Page 7 • For delivered fuels with post-delivery payment: payments must be made payable within 7 calendar days from the date of accepted post-delivery confirmation information in eHEAT or receipt of post-delivery information in other formats (i.e., Crisis Fuel Post Delivery Verification form or required delivery information in the form of a delivery ticket, email, phone call or fax). • Direct Crisis payments are only for self-supplied biofuel households and can occur only if the Service Provider confirms there is no biofuel vendor or usable biofuel (e.g. seasoned wood) available. This confirmation must be documented in the eHEAT ‘Crisis’ screen notes. • Crisis funds are used to reduce the balance due on the household’s energy vendor account even if the payment does not resolve the emergency. • If the household has heat and non-heat vendor emergencies at the same time, the priority is to maintain or restore heat. However, if the Service Provider while working with the household determines the household needs are better addressed by resolving the non-heat vendor emergency first, payments can be directed as needed and this action must be documented. • Crisis timelines must be followed even when Primary Heat is used to address the emergency; this includes making payments to address emergencies within 7 calendar days as indicated above. eHEAT uses the information on the Crisis event screen and available Primary Heat payments to determine the Crisis benefit amount. Because a Crisis event is associated with one energy vendor, payments may need to be redirected to resolve the emergency. At times available (‘Certifiable’ or ‘Payable’) Primary Heat payments need to be adjusted to address the emergency, including moving: • Primary Heat electric vendor payments to the heating vendor. • Primary Heat heating vendor payments to the electric vendor. Moving payments is allowable even if the household has designated 30% of Primary Heat to the electric vendor. Move available payments from one vendor to another only after Crisis funds are applied. Work with the household when moving Primary Heat payments. Also notify the household if a payment change affects what was listed in their Notification Letter. Changes must be documented in eHEAT. A household’s Primary Heat and Crisis benefits are utilized, including collapsing scheduled payments, to address an emergency as follows: • Pending Primary Heat payments for the energy vendor with whom the household is experiencing an emergency, known as the “emergency energy vendor,” are used to address the emergency.