Page 109

108

PY26 WHEAP Manual

Revised: August 2025 7.3.6.2 Errors Which May Affect the Eligibility/Benefit(s) There are many errors which have the potential to affect the eligibility/benefit amount(s). Due to multiple factors affecting eligibility and benefit amounts, each error and each case should be evaluated individually.

Some errors that may affect the benefit amount or household eligibility include: • Housing type • Number of rooms • Incorrect fuel type • Annual fuel use • Number of eligible household members • Income • Energy burden • Student status • Payments to the wrong vendor • Incorrect selection of categorical eligibility

If an error is discovered on an “Extracted” application which may affect the benefit or eligibility, the first step is to determine if the correction causes a change in payee, or a change of $100 or more in either the heat or PB (electric). Use the benefit calculator to determine the adjusted benefit. See Section 7.3 for important additional guidance. 1. If neither benefit is affected by $100 or more (increased or decreased), add an HE+ System Note to the application clarifying the correct information and benefit calculation results.

If the error is corrected income (type or values), note the correct income amount in HE+ System Notes associated with the original application.

If income calculation involves reviewing self-employment income documentation that was not included as a document upload with the original application, the additional documents shall be uploaded by using the upload function on the “Extracted” application as “Other WHEAP Documents” in the document slider.

If either or both benefit(s) is affected by $100 or more (increased or decreased), then corrective actions need to be taken. Agencies are required to contact the HE+ Help Desk to process a cancel and refund.

Always enter HE+ System Notes to explain why the application is being corrected. 2. If only one of the benefits is affected by $100 or more, the Division will cancel/refund the affected benefit only. Agencies are required to contact the HE+ Help Desk to process a cancel/refund. Enter the correct information on the replacement application at the time a of the cancel/refund. (The unchanged benefit will not pay because it has already been paid).

Exception: When cancelling a benefit on an application where Fuel Usage Type is