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EAP Policy Manual FFY23 Chapter 10 Incidents and Appeals Page 6 Overpayments Resulting from Error If error results in overpayment of EAP funds the Service Provider must attempt to recover funds in the following order: 1. If identified immediately, work with the energy vendor to determine if the incorrect payment can be easily refunded. 2. Adjust scheduled payments, if possible. 3. Recover credit on energy vendor account, if possible. 4. Write to the client by certified mail to: • Notify them of the situation. • Request repayment of overpaid EAP funds not recovered. • Clarify the household’s rights and responsibilities, hardship option, and appeals process. • Offer to meet with them. • Set up a repayment schedule including installment payments as needed ensuring that full repayment is made by September 30 of the current program year. 5. If repayment poses a hardship for the household: • Obtain a signed and dated declaration from the household describing the hardship. • Retain the declaration in the household’s file. • Terminate recovery of EAP funds. 6. If the household does not respond to Service Provider’s certified letter within 30 days of the letter’s date: • Call the household regarding overpayment recovery information in #4 above. • If unable to reach the household by phone, mail a certified “overpayment second notice” letter, including all information from #4 above. • If the household does not respond within 30 days of the “overpayment second notice” letter’s date, document the attempts made by the Service Provider to recover overpaid funds, then terminate the recovery effort. 7. If the household does not maintain planned repayment schedule: • Call the household regarding missed payment and other information in #4 above. • If unable to reach the household by phone, mail a certified “payment plan reminder” letter, including all information from #4 above. • If the household does not respond within 30 days of the “payment plan reminder” letter’s date, document the attempts made by the Service Provider to recover overpaid funds, then terminate the recovery effort.