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2026 - 2027 I PY27 NH Fuel Assistance Program (FAP) Procedures Manual 50 12. PROGRAM MANAGEMENT

This section is intended for those who have a leadership role in managing the Fuel Assistance Program at their CAA.

Communication with NH DOE

Each CAA will provide contact information for staff working on various aspects of the program management at their agency. Contact information will be requested by the NH DOE, but updated information should be provided when changes occur at the CAA in order to keep access to ECOS updated. CAAs should identify which staff at their agency should be contacted regarding various program aspects, including contracts, budgets, software updates, and weekly and/or monthly reimbursement requests. The NH DOE will use this information to identify the correct CAA staff members to receive communications.

When additional guidance is needed to provide clarification on a policy or procedure, the NH DOE will utilize a formalized FAP Information Memorandum (IM) process to communicate to the CAAs. IMs will be specific to a program year. At the close of each program year, IMs from the program year will be incorporated into the Policies and Procedures Manual, where appropriate. At the beginning of the program year, a communication will be issued to clarify the status of the prior program year’s IMs, namely whether they remain active as stand-alone IMs, if they have been incorporated into the Policies and Procedures Manual, or if they have been discontinued.

All IMs must be shared with FAP staff and retained as an administrative supplement to the FAP Procedures Manual.

Waivers

This manual is designed to provide the framework for the comprehensive administration of the Fuel Assistance Program. It is not intended to cover every conceivable situation that may arise, but rather to be used as a tool for evaluating program decisions on the administrative, direct service, and applicant/client levels when and if a problem arises. CAA FAP Directors/Managers are encouraged to use the waiver process when they determine that a program policy or procedure, or lack thereof, causes undue hardship for an applicant.

To request a waiver of a program policy or procedure, the CAA FAP Director (or designated staff person) must send an e-mail to the NH DOE FAP Administrator and designee(s) with a brief description of the circumstances requiring the waiver request. The email subject line should