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PY26 WHEAP Manual

113 Revised: August 2025 be completed until the application can be entered. 2. If the move is to a different agency’s county or tribe, the agency with the original address takes the first two steps. The applicant must contact the new WHEAP agency serving the new address to complete a new application. a. Document in HE+ System Notes the reason the fuel account was active during the automated application process. b. Add HE+ System Notes to explain what household changes occurred, change the application status to “Pending,” and change the mailing address to the new address so the denial notice is sent to the correct location. c. Create a new (complete) application and add HE+ System Notes to explain the situation. The new application cannot be entered in the HE+ System until the automated application extracts. A paper application can be completed until the application can be entered. 3. If the move is to an assisted living facility, the local agency with jurisdiction of the application must: a. Document in HE+ System Notes the reason the fuel account was active during the automated application process. b. Add HE+ System Notes to explain what household changes occurred, change the application status to “Pending,” and change the mailing address to the new address so the denial notice is sent to the correct location.

7.5 Crisis Application Actions 7.5.1 Crisis Paid to a Vendor in Error If a crisis benefit is paid to a vendor in error, the agency shall use the following guidance:

Agencies are required to contact the HE+ Help Desk to process a cancel and refund.

If the crisis benefit with the error was paid to a deliverable fuel vendor (propane, fuel oil, wood), and the applicant has received the fuel, the Division selects the “Client” as responsible for paying the benefit back and the WHEAP agency shall contact the applicant to set up a repayment arrangement. See Section 8.9 for more information. 1. If the crisis benefit with the error was paid to a deliverable fuel vendor and the delivery has not yet been made, the Division selects “Vendor” as responsible for paying the benefit back. The WHEAP agency shall contact the vendor to advise the benefit was cancelled to ensure a future delivery is not made based on that benefit. 2. If the crisis benefit with the error was paid to a natural gas or electric vendor, the Division conducts a cancel/refund of the crisis benefit. 3. If a crisis benefit needs to be reissued because the original crisis was paid to the wrong vendor, a new crisis application can be entered if adequate crisis funds exist.

7.5.2 Crisis Paid to Wrong Account If a crisis benefit is paid to the correct vendor but wrong account name or number, the agency needs to: