Page 240

EAP Policy Manual FFY24 Chapter 12 Communication, Information and Reports Page 8 Deployment of the Commerce Toll-Free Number When zip codes straddle agencies, the Toll-Free system is programmed to forward calls to the Service Provider with the most applications from the entered zip code. To facilitate successful deployment of the system, EAP Coordinators are asked to: • Enter application requests into eHEAT. • Forward calls to the appropriate Service Provider. A best practice is to keep the caller on the line until the connection is made and the call is transferred. • Handle the concerns of callers locally. Do not refer back to Commerce. • Notify Commerce if you receive calls that do not meet the above specification. • Use the toll-free number 800-657-3710 on program materials. Service Provider Website Service Providers must maintain up-to-date EAP information on local websites. Commerce recommends periodic review of EAP information to ensure information is correct, downloads are functional and links to other sources are intact. Service Provider websites must meet the following standards: • Contain local Service Provider address, phone number, and email address. • Have basic EAP information including income and eligibility guidelines and how to apply. • Include a link to the EAP online application: https://energy- assistance.web.commerce.state.mn.us/ • Make available the current Federal Fiscal Year Energy Programs Application (including the Instructions and Privacy Notice and Your Rights and Responsibilities) with local provider name/address/phone/email address or a connection to the Commerce web application with clear instructions to mail the completed application to the local Service Provider. • Contain a link to the correct Commerce EAP website address: https://mn.gov/home. Communication with Commerce When changes or unusual events occur, Service Providers are required to inform and update Commerce. This communication is commonly a risk mitigation activity and helps to ensure the Service Provider is acting diligently and with appropriate oversight and support. The Service Provider is expected to use prudence to determine timing and reasonableness of these interactions. Service Provider staff members who provide backup during an EAP Coordinator’s absence must know under what circumstances it is necessary to contact their Program Performance Auditor, eap.mail@state.mn.us or eheat.doc@state.mn.us.