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PY26 WHEAP Manual

Revised: August 2025 Appendix H | Required HE+ System Notes As a best practice, workers processing WHEAP applications shall create HE+ System Notes in the following circumstances: • When a household's annual fuel costs are unusually high or low, to verify that the unusual annual usage amount is not due to a keying error • When a decision was made on an application based on guidance from the HE+ Help Desk • Whenever a worker has phone, email, or mail correspondence with the customer about scheduling an application appointment, the status of a check, or any other inquiries or complaints about the application • When an application is incomplete, to explain what information is missing and why the application is “On Hold”

The table below is an index of the HE+ System Notes requirements that appear throughout the WHEAP Manual. Please note that workers must read each indicated policy in its entirety for full information about the required HE+ System Notes.

Table H1: Program Introduction Subject Policy Note Requirement Hearings 2.8.2 Appeal requests shall be documented in a log and summarized in HE+ System Notes.

Table H2: General Eligibility Rules and Guidelines Subject Policy Note Requirement Application completed after May 15 3.1 Explain why the application was backdated to May 15. Residency 3.2.2 If a case head or household member lives in more than one residence, explain how their primary residence was determined. Residency 3.2.6 If a case head or household member lives in more than one residence, explain how their primary residence was determined. Eligible Non-Citizen 3.2.2.4 Document method used to verify FoodShare or Social Security income. Eligible Non-Citizen 3.2.2.4 Identify the document viewed to verify lawful status in the U.S. SSN Exceptions 3.2.3.3 Explain reason for no SSN and include proper documentation. Religiously Exempt 3.2.3.3.2 Add the ITIN to an HE+ System Note. Household Member Over 60 days Old 3.2.3.3.4 SSN situation must be fully documented in HE+ System Notes. Proof that SSN was applied for should be uploaded to misc. documents; if SSN has not been applied for, include timeline of events that have occurred to date, and next steps. Application must include HE+ System Note from the Division stating that an exception was granted. SSN Override 3.2.3.4 Give reason for the SSN override request. The Division will add HE+ System Notes approving, denying, or asking for more information.