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EAP Policy Manual FFY24 Chapter 5 Crisis Page 8 • If the emergency energy vendor’s Primary Heat payments are insufficient to resolve the emergency, Crisis funds are used in addition. In this case both Primary Heat and Crisis funds are utilized. • If the emergency energy vendor’s Primary Heat and available Crisis are insufficient to resolve the emergency, remaining energy vendors’ Primary Heat payments may be redirected to the emergency up to the amount necessary to address the emergency. • After utilizing pending Primary Heat payments to address the emergency, if a substantial amount of the Primary Heat benefit remains it can be rescheduled. Service Providers must pay attention to the status of the Primary Heat payments when determining Crisis benefits. If a Crisis benefit is being determined close to the time a household’s Primary Heat payments are being ‘Paid’ there can be a timing issue that could potentially cause an overpayment. This occurs when Primary Heat payments have recently been made but have not yet been applied to the energy vendor account balance. In this situation, when entering emergency details into eHEAT adjust the information to reflect the current household account information and make notes. Primary Heat may resolve the energy emergency without use of Crisis funds. This is known as a ‘resolved’ emergency. This is a final event status and cannot be changed. Events with a ‘Resolved’ status are not counted as a Crisis event because no Crisis funds were used. Scenario One: Household in emergency, Primary Heat used up If there are no remaining Primary Heat payments available for the emergency energy vendor when the household requests emergency assistance, Crisis funds are used. Scenario Two: Household in emergency when applying First the application must be processed. Then the Primary Heat benefit is determined and ‘Certifiable’ Primary Heat payments are generated. The Primary Heat payments must be made ‘Payable’ before the Crisis benefit can be determined. The ‘Payable’ emergency energy vendor’s Primary Heat payments are used to address the emergency. Collapse scheduled payments as needed. If the available Primary Heat payments for the emergency energy vendor are insufficient to resolve the emergency, the difference is paid using a Crisis benefit. If this is insufficient to resolve the emergency, the household’s non-emergency energy vendors’ payments may also be redirected to the emergency energy vendor. Scenario Three: Household in emergency, some Primary Heat available If the household already received some Primary Heat payments and is now returning with a request for emergency assistance, use remaining Primary Heat payments toward the emergency. Collapse scheduled payments as needed. If the available Primary Heat payments for the emergency energy vendor are insufficient to resolve the emergency, the difference is paid using a Crisis benefit. If this is insufficient to