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EAP Policy Manual FFY24 Chapter 5 Crisis Page 15 Example 2: A household with a confirmed emergency is $420 in arrears with its delivered fuel vendor. A Service Provider may use Crisis to pay the full arrearage, leaving $180 Crisis available. The energy vendor’s minimum delivery is $300. This leaves the household $120 short. Work with the household to find $120. The $120 may come from household resources, other program resources, or a combination. Once the $120 is confirmed, a Service Provider may authorize and pay the remaining $180 Crisis benefit. Process to Reduce Ineligible Crisis Delivery The following process is intended to reduce the delivery of fuel when a household reporting an energy emergency mistakenly has more than 20% fuel in their tank. Within this process, there is leeway for fuel delivery if the delivery truck goes out and the household’s tank is between 20% and 30% full. When receiving a call from a delivered fuel household reporting less than 20% fuel, Service Providers must: • Notify the household they must make every effort to get an accurate tank reading. Suggest that a friend or neighbor could read the gauge if the household is unable to do so themselves. • If possible, confirm with the energy vendor the household’s tank size, the date and amount of the household’s last fuel deliver to get an idea of the reasonableness of delivery need. • Notify both the household and the energy vendor that if a fuel truck goes out for delivery and the household’s tank is over 30% (3/10 of tank) full: • No Crisis fuel is put into the tank. • The trip charge is put on the household account. • The Service Provider pays the trip charge with the household’s available Primary Heat funds. If no Primary Heat funds are available, the household’s Crisis funds are used. • The Service Provider may request to have the truck driver, while still at the dwelling, provide any remaining Primary Heat funds after deducting any trip charges. If delivery occurs for a household whose tank was over 30%, the funds recovery process will occur. Pre-Delivery Verification Requirements The following must be verified with the household and entered into eHEAT in the ‘Detailed Notes’ field on the ‘Less than 20% in fuel tank and RTD’ screen: • Percentage of fuel remaining in tank.