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Nevada Division of Welfare and Supportive Services Energy Assistance Program Manual 1003 UTILITY VENDOR CONTACT LOG

When the worker communicates with a household’s utility/energy vendor(s) regarding the return and/or reissue of the applicant’s FAC benefit credit balance the worker is required to narrate in the EAP system and complete the Utility Vendor Contact, Form 2800-EL. A copy of the form must be retained in the case record. If the funds are requested to be returned from a utility/energy vendor, a copy of the completed form, Utility Vendor Contact, Form 2800-EL, must be provided to the staff assigned to handle Refunds/Reissues within one (1) working day. 1004 CASE NARRATIVES The following are guidelines regarding the use of case narratives in the EAP system and is not all- inclusive. The EAP manager/supervisor(s) determine the appropriate use of case narratives and direct their staff accordingly. When there is doubt about whether a narrative is prudent, always write a narrative. A case narrative must include their name; at the least their first initial and last name. When a narrative is determined to be the author’s narrative; i.e. an investigation is requested, the word CONFIDENTIAL must be written at the beginning of the narrative and on the subject line. When a narrative is marked confidential the information may not be shared with the applicant, other household members, authorized representative, etc. A narrative must be written when a task is not fully automated, or the automated case history note is not fully descriptive. This includes verbal communications. Multiple narratives may be required if conversations are lengthy or very detailed. Examples of actions to be documented in EAP are (not all inclusive): I. Arrearage Assistance Counseling II. Promises to Pay information to vendors III. Changes to household address, composition, income, and energy providers, etc. IV. Addition of or change in an authorized representative V. Client contacts (concerns or complaints from the client) VI. Funds returned and/or reissued VII. Any updates to the case which result in an increase or decrease of benefits VIII. Termination of benefits listing the reason the case is being terminated IX. Overpayments/Underpayments X. Request for Hearings and results XI. Investigations requested and results XII. IPV investigations and results MTL 01/24 June 25, 2024 - 5 - Section 1000 - Case Management