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EAP Policy Manual FFY23 Chapter 10 Incidents and Appeals Page 11 • In the event of a disaster that affects EAP, contact their local Emergency Management Offices and use appropriate available resources. Service Provider Disaster and Recovery Plan Service Providers must develop a local disaster/emergency plan to continue program services in case of loss of local building facilities. The plan must provide for: • Weekly backups of critical data such as client files, financial records, computer files, etc. • An alternative site for administrative services and computer processing. • Regular (at least weekly) storage for critical data in an off-site storage facility such as a bank vault. • Disaster and emergency planning efforts by EAP Service Providers are reviewed by Program Performance Auditors during their initial auditing visit. Disaster and Emergency Notification Requirements Service Providers must inform the EAP Director of a disaster or emergency in their local area that interferes with their ability to operate the program. This notification must occur within 12 hours of the disaster or emergency’s onset. In addition to EAP Director notification, the Service Provider must complete and submit a formal incident report about the disaster. Appeals The appeals process is designed to ensure EAP applicants receive fair consideration and appropriate assistance. The appeals process is intended to resolve disputes reasonably and has four stages: • Stage 1: Local Level Informal Complaint. • Stage 2: Local Level Formal Appeal. • Stage 3: Commerce State Office Appeal. • Stage 4: Office of Administrative Hearings. This Chapter outlines the stages of an appeal and the policies, procedures, and timelines required and associated with each stage. General Appeal Procedures Applicants have 30 calendar days from the day they receive their notification letter to appeal decisions made regarding their energy assistance application. Applicants are informed of this right when they receive their application and again in their notification letter.