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EAP Policy Manual FFY24 Chapter 2 Applications & Application Processing Page 8 Follow this process to transfer the application: To transfer the application before the benefit is approved, log it, update the address and phone number in eHEAT to reflect the new address in the new service area and go to #2. To transfer the application after the benefit is approved, update the address and phone number in eHEAT to reflect the new address in the new service area and go to #1. 1. Manage/update payment activity by confirming the balance owed or credit on the household’s account with energy vendors currently receiving EAP payments. Then pay balance owed, request a refund of any credit remaining on the account and cancel any remaining payments. 2. Document the transfer details in the ‘Application Notes’ field. 3. Use Transfer Application found on the Manage Application dropdown list. 4. Provide the paper file to the new Service Provider within two days of transfer. • Copy everything in the household file. • Mail one copy of the file to the new Service Provider. 5. Keep and store the other copy of the household file. Original application and documentation should be with the Service Provider processing the application as they are responsible for the file in case of an audit. Best practice: When transferring an application email or phone the other Service Provider and energy vendor to inform them of the application transfer. Appointments, Walk-Ins and Telephone Applications When a household requests an appointment to give their application information in person, send a letter confirming the appointment date and time. Include a list of the information they will need when they apply. Individuals who come to the office without an appointment to request an application may prefer or need to give their application in person. If possible, try to arrange for a meeting with an intake person. If a meeting cannot be arranged in a reasonable time, set up an appointment or home visit for the individual. If the individual is willing to complete the application at home, provide him/her an application. Some individuals call with needs that require an application be taken at that time. Take enough information over the telephone to initiate the application process. Either send an application form to the household using the Request for Application process on eHEAT or refer the household to the website if they have internet access. Follow the timelines for action on applications.