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EAP Policy Manual FFY24 Chapter 7 Assurance 16 Page 13 and materials must be pro-rated for the EAP-related content of materials that also include non-EAP information.) • Cross Train in Service Provider Agency. This activity includes time to prepare and conduct training of non-EAP local Service Provider agency staff (e.g., an EAP Service Provider agency’s Head Start staff) to enable them to effectively distribute EAP information and refer clients to EAP. • Cross Train outside Service Provider Agency. This activity includes time preparing for and conducting training of any outside individual, group, agency or organization (including energy vendors) to enable them to effectively distribute EAP information and refer clients to EAP. • Public Official Education. This includes activities related to educating public officials about EAP. Accessibility Outreach Activities: • Customer Service Training. This activity includes time to prepare, conduct or attend formal trainings about customer service and problem solving. It may include the costs for contracting with training providers. • Cultural and Diversity Training. This activity includes time to prepare, conduct or attend formal cultural and diversity trainings. It may include the costs to contract with training providers. • Application Assistance (to meet a household’s special need). This includes time spent working with households to complete an application or completing it on their behalf. This activity is intended only for households with a special need that prevents them from completing the application on their own without unreasonable hardship.3 • Assistance Obtaining Application Verification Documents (when a household can’t themselves). This includes time spent to enable a household to obtain application verification documents (e.g., income and home ownership documentation) they would otherwise be unable to obtain on their own without unreasonable hardship. It does not include the time spent verifying already submitted information or the time spent verifying a household energy emergency (which are both administrative activities).4

3 Time spent processing completed applications, determining eligibility, entering information into eHEAT, etc. is always an administrative cost, regardless of household need. Time spent helping households who are able to complete their application without unreasonable hardship is an administrative cost. 4 See footnote #2.