Page 239

EAP Policy Manual FFY24 Chapter 12 Communication, Information and Reports Page 7 Toolkit on the Web Program information and forms are available to Service Providers on Commerce’s EAP Service Provider Toolkit found at http://mn.gov/commerce/industries/energy/service- providers/eap/toolkit.jsp Communication with EAP Customers & General Public Commerce Website EAP information for consumers is found on the Commerce website at http://mn.gov/home. Commerce Toll-Free Number Commerce supports the Toll Free number 800-657-3710 to assist households seeking help connect to the appropriate Service Provider. Callers are automatically referred to their local EAP Service Provider. The telephone system works this way: • Callers enter “1” in an automated menu to select Energy Assistance. • After selecting Energy Assistance, they are asked to enter their zip code. The system provides the caller with the local Service Provider’s phone number. Service Provider Communication Requirements Commerce expects Service Providers to utilize a variety of tools to communicate with EAP customers and to maintain timely communication with Commerce. Communication with EAP Customers Phone Service Service Providers must establish and publicize a phone system including: • An EAP phone number accessible and resourced 24 hours a day during the heating season (October 1 through April 15). • Accessibility for speech or hearing impaired applicants. • Accessibility for non-English speaking applicants.