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PY26 WHEAP Manual

Revised: August 2025 The benefit calculator will provide a heat (LIHEAP) benefit amount and an electric (non-heating) PB amount. These are not final/actual benefit amounts as other factors can affect whether a household is eligible for a certain benefit. If a household is not eligible for an electric benefit (for example, because the utility is not participating in the PB program), the HE+ System benefit calculator will show what the benefit might have been if the household were eligible. Similarly, if a household is not eligible for a heating benefit (for example, because the family lives in subsidized housing with heat included in rent), the HE+ System benefit calculator will show what the benefit might have been if the household were eligible.

The benefit calculator should be used to determine if a benefit has been underpaid, or overpaid, by $100 or more. During program years that supplemental benefits have been issued by the Division, the $100 threshold must be based on the sum of the original and the supplemental benefit(s).

7.3 Regular Application Actions When correcting errors or mistakes, or dealing with updates because of additional information, review both heat and electric benefits even if the correction seems to be for only one benefit. Remember the HE+ System deals with each benefit separately.

7.3.1 Cancel Benefit (Cancel and Refund) Agencies are required to contact the HE+ Help Desk to request the Division process all cancel/ refunds. Agencies are required to process the replacement application with the corrected information while on the phone with the Division.

WHEAP agencies are required to add HE+ System Notes stating the error that was observed that results in the need for the cancel/refund.

It is possible to cancel one benefit (heat OR electric) or cancel an application by cancelling both benefits. The cancellation of the entire application is not conducted when only one benefit needs to be corrected.

Exception: When cancelling a benefit on an application where Fuel Usage Type is “BOTH,” both the heat and PB are cancelled even if only one of the benefits is affected by $100 or more.

NOTE: When requesting a cancel/refund, provide the following information via email to the Division for review or by using the Division-created cancel/refund worksheet found on the HE+ TTA website: error which caused the need for a cancel/refund, which benefit was affected by the needed correction, and all documentation.

7.3.2 Denied Incomplete If an application is denied as incomplete and not extracted, and the needed information is received before the case extracts, the additional information to the application shall be added to the application. Resubmit for benefits if the case is now completed; “save” if the case is still incomplete.

If a customer provides missing information for their current year application, the WHEAP agency may complete and submit their application even if more than 30 days have passed since the