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PY26 WHEAP Manual

Revised: August 2025 6.3 General Quality Assurance Agency Responsibilities The contracted agency is responsible for participating in internal GQA activities. GQA practices are intended to review the accuracy of current program year general cases. This internal quality assurance review is a means to ensure that WHEAP workers are correctly interpreting and applying WHEAP requirements and policies. In addition, results should be used to identify areas that should be used for internal training purposes. Local WHEAP agencies shall develop and implement a GQA Plan for general cases. The WHEAP agency shall maintain a file with a copy of the plan and the results of the internal review. The written plan shall include procedures for GQA review including: 1. Staff responsible for case review* 2. How cases are selected for review** 3. How often reviews occur during the program year

*The local WHEAP agency worker(s) who processed and/or verified the information on the general application under review shall not conduct quality reviews of the general application. **Cases selected for the agency internal GQA review must be different from those selected for HE+ PSQA review.

Agencies are required to sample a variety of cases from multiple workers, if possible, when conducting the review.

Using the Division’s GQA tool, WHEAP agencies shall complete their required internal GQA review no later than January 31 of each program year. WHEAP agencies shall upload their completed internal GQA review to their current WHEAP contract in the HE+ System within 3 business days of the January 31 deadline. An agency's paid WHEAP caseload for the prior program year shall determine the number of cases selected for review: • Agencies with a prior year caseload of 5,000 or greater shall select 20 general cases and 10 crisis applications as identified by the agency from the current program year • Agencies with a prior year caseload of fewer than 5,000 shall select 10 general cases and five (5) crisis applications as identified by the agency from the current program year

*If an agency is unable to review the required number of cases, a note shall be added to the GQA tool to state this.

At the time of the review, the agency reviewer shall add an HE+ System Note to each general case, identifying it as having been reviewed.

6.4 Program Services Quality Assurance Agency Responsibilities The contracted agency is responsible for participating in internal PSQA activities. PSQA practices are intended to review accuracy of current program year HE+ HVAC Heating Program and HE+ Water Conservation Program Services referrals and cases. Local WHEAP agencies shall develop and implement a PSQA for HE+ HVAC Heating Program repair/replacements and HE+ Water Conservation Program Services activities. The WHEAP agency shall maintain a file with a copy of