Page 131

EAP Policy Manual FFY24 Chapter 5 Crisis Page 13 Verification and Documentation Households requesting Crisis must have a Crisis event entered into eHEAT. Each Crisis event makes a payment to one vendor. Households needing Crisis assistance with two energy vendors will require two Crisis events. Households are allowed unlimited Crisis events per program year. Service Providers must document in eHEAT the verification of the Crisis reason and emergency details with the energy vendor. In addition, Crisis-related documentation should be saved in the household file if not saved in eHEAT. Documentation includes: • Copy of bill, disconnect notice or disconnection document. • Energy vendor Crisis verification documents, such as: • Copy of email. • Printout from portal. • Copy of fax. • Delivery ticket. Processing Events by Crisis Reason Heat Related Shut Off This Crisis reason requires that the household’s heat related energy is shut off. This includes heat-related electric shut offs and locked tanks. Because this is a life-threatening no-heat situation, the law requires that the threat to life be removed within 18 hours of the household requesting crisis assistance, when funds are available. Verification Requirements Verify with the energy vendor and enter the following into eHEAT: • Current balance owed. • Fees and other. • Fees waived. Also document in eHEAT: • Date of verification with energy vendor. • Name of the verifying energy vendor employee, if applicable. • Method of verification with the energy vendor.