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PY26 WHEAP Manual

Revised: August 2025 NOTE: The household shall not be held responsible for repayment in the above circumstances and WHEAP contract funds may not be used for these payments. 7. For all situations, LIHEAP Crisis Assistance shall not be issued to compensate for a reduction in regular WHEAP benefits due to a correction to an application. Crisis can be issued if the customer needs assistance with their energy costs.

Include in HE+ System Notes how it was determined who is responsible for paying back the overpayment and how the vendor was notified of this action. DO NOT instruct the vendor to refund any credit balance. When the benefit is cancelled, the payment is recaptured (offset) from future payments to the vendor.

7.3.6.3 Errors Which Affect Weatherization If an application is cancelled due to incorrect eligibility determination and no eligible replacement application is processed, the WHEAP agency shall notify the Weatherization agency if the weatherization status is “In Progress.” The situation must be fully documented in HE+ System Notes and local fraud procedures must be followed, when applicable.

If there is no current year application that is affected but fraud is discovered that affects eligibility for a prior year application that is dated within the last 12 months, the agency must contact the Weatherization agency as that application may be qualifying the applicant for Weatherization services that they are not eligible for.

7.3.7 Wrong Vendor Entered on Application Determine when the vendor changed. 1. If the applicant had changed a vendor prior to the application date, cancel the application for that benefit and process the corrected application. a. Cancelling the benefit will recapture the benefit from the incorrect vendor and processing the new application will send the benefit to the corrected vendor. Do not instruct the vendor to send the benefit to the correct vendor. 2. If the applicant changed vendors after the application was taken, see instructions in Chapter 8 regarding credit balances; the vendor should not return the money to the Division. An HE+ System Note must be entered to document the change in vendor.

7.3.8 Deceased Individual A user with the “Supervisor” permission can update an individual’s status as deceased. From the “Person Summary” for the deceased person, select “Update Status” from the Action Ribbon. Update the deceased status from the drop-down menu to “Yes.” Enter an HE+ System Note to indicate how the agency learned of this information including date of death.

The MCI database also identifies individuals who are deceased. When an SSN alert is received that an individual is deceased, the person status is updated to “Deceased” and a message is added to the “Person Summary” stating “Person Marked as “Deceased” by SSA and marked via the System. Date of death: MM/DD/YYYY.”