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PY26 WHEAP Manual

175 Revised: August 2025 Subject Policy Note Requirement Crisis Eligibility - Additional Guidelines 5.2.3 The reason for the assistance must be included in either an HE+ System Note or the “Customer Request Reason” field. Exceptions to the Applicant Contribution Requirement 5.2.3 Describe the circumstances that justify granting the exception. General WHEAP Agency Responsibilities 5.2.4 If the service date is beyond 48 hours from the request date for emergency services, document when the customer was contacted after the request. General WHEAP Agency Responsibilities 5.2.4 Enter an explanation for each crisis occurrence (in HE+ System Notes or in the “Customer Request Reason” field) of the circumstances of the crisis and how the crisis service will assist the customer. General WHEAP Agency Responsibilities 5.2.4 If the service date is beyond 48 hours from the request date for prevention services, document when the customer was contacted after the request. Crisis Assistance Applications 5.3 Document any discrepancies with the WEFI call. Crisis Assistance Applications 5.3 If Crisis Assistance is being paid on a closed account, explain the reason. Crisis Assistance Applications 5.3 Explain the circumstances of the crisis and how the crisis service will assist the customer in an HE+ System Note or in the “Customer Request Reason” field.

Table H8: Quality Assurance Subject Policy Note Requirement GQA Agency Responsibilities 6.3 At the time of the review, add an HE+ System Note to each general case, identifying it as having been reviewed. GQA Agency Responsibilities 6.3 Indicate why an application is being corrected. PSQA Agency Responsibilities 6.4 At the time of the review, add an HE+ System Note to each HE+ Program Services case, identifying it as having been reviewed. PSQA Agency Responsibilities 6.4 Indicate why an application is being corrected.

Table H9: Errors, Mistakes, Corrections Subject Policy Note Requirement Updates to Applicant Information 7.1 Explain any changes made to the application, including how the information was learned and/or verified. Change in Address 7.1.1 When updating the mailing address prior to an extraction of an application, explain the move/change of physical address.