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Rule 6.11 Income Eligibility and Calculations. ............................................................................. 28 Part 24 Chapter 7: Program Process and Procedures ........................................................................... 33 Rule 7.1 Walk-ins. ........................................................................................................................... 33 Rule 7.2 Transfers. .......................................................................................................................... 33 Rule 7.3 Virtual ROMA. .................................................................................................................. 33 Rule 7.4 Household Benefit. ........................................................................................................... 34 Rule 7.5 Fees and Deposits. ............................................................................................................ 36 Rule 7.6 Criminal/Illegal Activities ................................................................................................ 37 Rule 7.7 Client Confidentiality. ...................................................................................................... 37 Rule 7.8 LIHEAP Benefit Matrix ................................................................................................... 38 Rule 7.9 Priority Population Procedures. ...................................................................................... 39 Rule 7.10 Crisis and Emergency Services. ..................................................................................... 39 Part 24 Chapter 8: Vendor Requirements ............................................................................................. 41 Rule 8.1 Vendor Agreements. .......................................................................................................... 41 Rule 8.2 Vendor Refunds. ............................................................................................................... 42 Rule 8.3 Vendor Payments. ............................................................................................................. 43 Part 24 Chapter 9: Program Compliance ............................................................................................. 44 Rule 9.1 Reporting and Accountability........................................................................................... 44 Rule 9.2 Client Complaints/Concerns. ........................................................................................... 45 Rule 9.3 Case Files. ......................................................................................................................... 46 Rule 9.4 Threatening Behavior ...................................................................................................... 47 Rule 9.5 Waste, Fraud, and Abuse. ................................................................................................ 47 Rule 9.6 Whistleblower Protection. ................................................................................................ 51 Rule 9.7 Monitoring and Audit ....................................................................................................... 51 Rule 9.8 Fair Hearing & Appeal Process ....................................................................................... 52 APPENDIX .......................................................................................................................................... 55 Federal Poverty Guidelines ............................................................................................................. 56 LIHEAP Benefit Matrix .................................................................................................................. 57