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PY26 WHEAP Manual

143 Revised: August 2025 2. Contractor Requirements a. Contractors are required to report any changes in writing (email is acceptable) to the: i. Name of the WHEAP county/tribal Director ii. Name of the WHEAP Coordinator iii. Physical address iv. Mailing address v. Phone numbers (including extension(s) if applicable) vi. Fax numbers vii. Email addresses reported to the State for statewide broadcast messages b. Contractors are required to have voicemail and/or an answering machine message available year-round with the following information available to the caller: i. The emergency number to call for heating emergencies from October 1 through May 15 ii. Office hours for applying for energy assistance/Crisis Assistance and where to apply from October 1 through May 15 iii. From May 16 through September 30, a message that the heating season/Emergency Crisis Assistance is over but there may be Prevention Assistance available and how to apply iv. When it is time for early applications, a message describing when early applications begin and how to apply c. Contractors are required to have the following plans in place in the event of a disaster: i. Contractors shall contact their State-approved WHEAP vendors by letter outlining their procedures in case of business failure to ensure pre- authorized payment for deliveries ii. Contractors shall be expected to have in place a back-up system for communicating with or reaching fuel suppliers in an emergency if the phone system is inoperative iii. Contractors shall have in place after-hours emergency service procedures. The personnel responsible for after-hours service shall be trained on disaster emergency procedures, including the pre-authorization procedures for guaranteeing emergency payments in cases of a disaster iv. Contractors shall have procedures to handle emergencies during normal hours of operations if the operations of the local office are interrupted v. Contractors shall coordinate with the local office of emergency government, local law enforcement agencies, and other local service providers to ensure they are aware of WHEAP's procedures to assist in emergency situations involving heating fuel or utility service vi. Contractors shall have paper applications in their offices to take applications, to determine eligibility, and to guarantee pre-authorized payments for deliveries