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Nevada Division of Welfare and Supportive Services Energy Assistance Program Manual C. Direct Mailed Benefits Returned as ‘Undeliverable’ by the Post Office

When EAP benefits, paid directly to a household, are returned by the post office marked as “undeliverable,” compare the address on the check to the address in the EAP system and the address on the application. If the address is correct, call the household at the last known number. If the household’s telephone number is no longer valid, the benefit check will be canceled and recorded in the EAP system on the Reissue/Redeposit Screen, and narrated in the EAP system. If the household contacts the program office within the program year and they meet the program eligibility requirements (i.e., Nevada Residency, income, etc.), they may be eligible to have their benefit reissued. D. Utility/Energy Vendor Changes I. BEFORE CERTIFICATION: If the household’s utility/energy vendor changes the worker must verify that the account is closed by contacting the utility/energy vendor by phone or send the Utility Vendor Contact, Form 2800-EL to be filled out and returned. The worker must also verify the account number with the new utility/energy vendor using the Utility Vendor Contact, Form 2800-EL. II. AFTER CERTIFICATION: If the household reports a utility/energy vendor change and has a remaining benefit with their prior utility/energy vendor, their remaining benefit can be transferred to another vendor. The worker must note their conversation with the household in the EAP system, then verify the prior account is closed by contacting the utility/energy vendor by phone, or send the Utility Vendor Contact, Form 2800-EL to be filled out and returned. The worker must then take the appropriate steps to have the former utility return any unused balance to the EAP. The worker assigned to handle Refunds and Reissues (see MS 1002) will ensure any remaining funds are issued to the new utility/energy vendor or to the recipient as the case dictates. If the client reports a utility/energy vendor change and would like their remaining benefits transferred to another person, the client must submit their request in writing to the program office. The worker must note their conversation with the household in the EAP system and on the Client Update, Form 2888-EL, then when the written request is received, verify the prior account is closed using the Utility Vendor Contact, Form 2800- EL. The worker must then take the appropriate steps to have the former utility/energy vendor return any unused balance to the EAP. The worker assigned to handle Refunds and Reissues (see MS 1002) will ensure any remaining funds are issued to the utility/energy vendor or to the recipient as the case dictates. E. Income Changes I. BEFORE CERTIFICATION: When a change is reported or if a change is discovered through other sources i.e. ANSRS, AMPS/NOMADS, etc., the worker must narrate the change and method of discovery (when applicable) in the EAP system. The household is then sent a Request for Information, Form 2833-EL, to verify the change. This information is necessary to determine eligibility and the benefit amount. MTL 01/24 June 25, 2024 - 2 - Section 1000 - Case Management