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PY26 WHEAP Manual

Revised: August 2025 c. Add an HE+ System Note d. Provide response on findings to the Division 2. If the returned check does not indicate a new address/forwarding address: a. Try to locate the application to verify the address b. If the applicant cannot be located after 30 days, notify the Division that the applicant could not be located c. Add an HE+ System Note

8.6.4 When a Supplemental Benefit is Returned 1. Single party supplemental benefit checks returned by USPS shall be processed as specified in Section 8.6.3. 2. Vendors will often return applicant supplemental benefits when an applicant moves and does not provide the vendor with a forwarding address. If an applicant subsequently contacts the agency to claim the payment, contact the HE+ Help Desk.

8.6.5 Returned Because the Applicant Is Deceased If an applicant is deceased (after the application date), the check should be used to pay outstanding energy bills, and the remaining balance must be returned to the Division when the account is closed. DO NOT ENDORSE THE CHECK. Navigate to the “Person Summary” in the HE+ System to indicate that the person is deceased.

8.6.6 Vendor Identified Incorrect Payments All suppliers are required to review the weekly WHEAP payment register for accuracy of home energy assistance and Crisis Assistance payments. In the event a payment is made to a supplier in error, the vendor should contact the local agency (listed on the payment register) within 30 days to correct the error. 1. Payments of Regular WHEAP Benefits made in error must be corrected by the local WHEAP agency and will be refunded/recaptured through the next regular WHEAP home energy assistance payment(s) made to the supplier. Vendors should not prepare and send a check to the Division in these situations unless requested by Division staff. 2. In the event a Crisis Assistance payment is made to a supplier in error, the local WHEAP agency must: a. Cancel/refund the crisis payment b. Notify the vendor of the error c. Inform the applicant about the change in benefit

Vendors should not prepare and send a check to the Division in these situations unless requested by Division staff, as the benefit will be offset by a subsequent regular “Heat” and/or PB paid (HTPAY/PBPAY).

8.7 Refunds Vendors must notify the local WHEAP agency of any refunds.